Spades Queen Casino - Pelaajan voitot on takavarikoitu.

The casino has confiscated my money from my spadesqueen account. I initially deposited 50 Euros and after doing so, I asked my manager for a bonus. Because of my deposit, he gave me free spins. I earned a few Euros from the free spins and used that to play meta crash with a 2.50 Euro bet. I managed to win 9002.77 Euros, but I only have 8954 Euros left because I lost a few bets.

Der casino hat mir mein geld beschlagnahmt auf mein spadesqueen Konto ich habe vorher 50 Euro eingezahlt weil ich eingezahltbhabe habe ich danach mein Manager nach ein boni gefragt dann hat er mir wegen meine einzahlung freispiele gegeben mit dem Gewinn von den freispiele waren paar euros damit hab ich meta crash gespielt auf 2,50 Euro einsatz und konnte 9002.77 Euro erzielen wo mir nur noch 8954 Euro übrig geblieben ist weil ich mit paar Einsätzen auch Verluste gemacht hab

Dear Mustafa77,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spades Queen Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• Was your account verified?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I wrote them an email with information like screenshot of the winnings and chat history of the casino

Ich habe ihnen eine Email geschrieben mit Informationen wie Screenshot vom Gewinn und chat Verläufe des casino

Thanks for your reply.

I apologize for any misunderstanding in my previous reply.

I reviewed your interaction with casino support and the issue seems to be you consider the max win cap to be applied unfairly.

Could you please advise if you achieved your winnings before or after the wagering of the free bonus was complete to your knowledge?

It looks exactly like I described it to you. Screenshots of the win and chat with the casino are available and I have sent them to your email

Genau so sieht es aus wie ich es ihnen beschrieben hab Screenshots vom Gewinn und chat mit dem casino sind vorhanden und habe ich ihnen auf ihre Email

I deposited 50 euros and lost it, but then I got a bonus free spins and with the money I won from the free spins I was able to win this prize in a game called meta crash

Ich habe 50 Euro eingezahlt verspielt dafür hab ich dann ein bonus bekommen freispiele mit den gewonnen geld von den freispielen hab ich dann bei ein spiel namens meta crash diesen gewinn erzielen können

Dear Mustafa77,

I have checked the bonus policy, and this is what I found:

https://www.spadesqueen.com/bonus-terms-and-conditions

If not stated otherwise, all winnings from any kind of no deposit bonuses or no deposit free spins are limited to 50 EUR / 50 USD / AU$75 / 75 CAD / 500 NOK / 225 PLN / 75 NZD / 875 ZAR / 6,000 JPY / 65,000 KRW / 250 BRL / 1,250,000 VND / 4,250 INR / 0.0015 BTC / 0.275 BCH / 0.667 LTC / 500 DOGE / 100 XRP / 0.025 ETH / 50 USDT / 82.5 ADA / 0.13 BNB / 500 TRX. Any winnings above this amount will be canceled when wagering is finished. The condition of maximum winnings applies not only to the winnings accrued from playing bonus funds, but also to the amount received after the wagering requirement attached to the result of this bonus is met.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Following your description of events, your winnings from the bonus should be capped at 50€.

Could you please explain if you dispute this casino's decision?

I'll await your reply.

Dear Mustafa77,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Mustafa77,

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.