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I made a deposit at spin million and played with the bonus successfully, I implemented the bonus, I stayed € 901, which I brought to the payout, and now I am accused of violating the general terms and conditions and the payout was canceled because I allegedly played for 8Euro, which is not true what they gave me to play 50 €

Ich habe bei spin million eingezahlt und mit bonus gespielt erfolgreich habe ich den Bonus umgesetzt mir blieben 901€ diese brachte ich zur Auszahlung nun wird mir vorgeworfen gegen die allgemeinen Geschäftsbedingungen vorstoßen zu haben und die Auszahlung wurde abgebrochen weil ich angeblich auf 8Euro spielte das ist nicht wahr was sie mir gaben zum spielen 50€

Dear Dennis,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found https://www.spinmillion13.com/en/terms-and-conditions:

„Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited which should not exceed 8 EUR, 8 USD, 8AUD, 8CAD, 80 NOK, 580 RUB (as applicable). Therefore, placing a bet of 8 EUR while there’s an Active Bonus of 100 EUR in effect is considered acceptable practice. In addition, players from Sweden, Finland and Norway, are allowed to place single bets lower than 20% of the total value of the Active Bonus credited which should not exceed 5 EUR, 50 SEK."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Dennis,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.