Spinbara Casino - Pelaajan voitot takavarikoidaan epäselvien bonusehtojen vuoksi.

I played the reload bonus at Spinbara casino. I deposited 130 euros into the casino and received a bonus of 117 euros. I made sure to read all the bonus terms and conditions before making the deposit and I am absolutely sure that there was no maximum win limit in the offer.

I got the bonus after wagering it in the Master Joker game with a normal bet of 5 euros. My balance after wagering was 5456 euros. After that, the balance changed to 1170 euros. That is 10 times the bonus amount. I went to customer service to ask about it and they claimed that the reload bonus would have a 10 times maximum win limit. However, this is not true. I read all possible bonus terms and conditions and asked the casino to provide a document stating that the bonus would have a 10 times win limit. However, they did not provide one, because it does not exist. They only claimed that some bonuses would have this win limit. However, this cannot be found in any of the rules or conditions.

Also, some of the customer service people said that the maximum win limit would be 5 times and some said that it would be 10 times. And there is no limit in any of the terms. I also attached a conversation with the chat. It seems that the customer service people don't know anything about it either. This is a scam.

It's not possible that the casino makes up terms for a bonus and doesn't mention it anywhere. I demand a refund of my winnings immediately.

Attached is a screenshot showing my balance, which is 5456 euros. I feel really disappointed and cheated. Please help me with this.

Pelasin Spinbara kasinon reload bonusta. Talletin kasinolle 130 euroa ja sain bonusta 117 euroa. Luin varmasti kaikki bonusehdot läpi, ennen kuin tein talletuksen ja olen täysin varma, että tarjouksessa ei ole ollut mitään maksimivoittorajaa.

Sain bonuksen kierrätettyä Master Joker pelissä normaalisti 5 euron panoksella. Saldoni oli kierrätyksen jälkeen 5456 euroa. Tämän jälkeen saldo muuttui 1170 euroon. Eli 10 kertaa bonuksen määrään. Menin asiakaspalveluun kyselemään asiaa ja he väittivät, että reload bonuksessa olisi 10 kertainen maksimivoittoraja. Tämä ei ole kuitenkaan totta. Luin kaikki mahdolliset bonus ehdot ja pyysin kasinoa toimittamaan dokumentin jossa sanotaan, että bonuksessa olisi 10 kertainen voittoraja. He eivät kuitenkaan toimittaneet sellaista, koska sitä ei ole olemassakaan. He vain väittivät, että joissain bonuksissa olisi tämä voittoraja. Tätä ei kuitenkaan löydy mistään säännöistä tai ehdoista.

Myöskin osa asiakaspalvelujoista sanoi, että maksimivoittoraja olisi 5 kertainen ja osa sanoi, että 10 kertainen. Ja missään ehdossa ei näy mitään rajaa. Laitoin liitteeksi myös keskustelua chatin kanssa. Tuntuu, että asiakaspalvelijatkaan eivät tiedä asiasta mitään. Tämä on huijaus.

Eihän tämä ole mahdollista että kasino keksii ehtoja bonukseen ja missään ei lue sitä. Vaadin voittosummani hyvitystä välittömästi.

Liitteenä kuvankaappaus, josta näkee saldoni, eli 5456 euroa. Minulla on todella pettynyt ja huijattu olo. Auttakaa minua tämän kanssa.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the bonus you activated and played with? Did you find this bonus on the casino website, did you receive it as a promotional offer through email, or did you find it on some third-party website promoting casino bonuses?
• Have you made any successful withdrawals from this casino before?
• Have you used any bonuses at this casino before that were capped in a similar way?

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

Best regards

Veronika

Dear jesse955,

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.

Well, I can't take this any further as the bonuses I received now say 10x max withdrawal afterwards but I didn't read that when I deposited. The whole thing is full of lies and customer bullshit but it's hardly worth wasting any more time on this matter..?

Nojoo en jaksa viedä asiaa sen enempää eteenpäin kun saaduissa bonuksissa lukee nyt näin jälkikäteen 10xmax nosto mutta eise lukenut sillon kun talletin. Täyttä valehtelelua ja asiakkaan kusettamista koko juttu mutta tuskin kannattaa alkaa aikaa hukkaamaan tämän asian kanssa sen enempää..?

Hello jesse955,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear jesse955,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

jesse955, unfortunately, if the bonus conditions clearly state the maximum allowed win, I am afraid there is not much we can do. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you very much in advance for your understanding.

Yes, I understand that. But it wasn't announced anywhere before the deposit. Only after the money was in and the game was played did I get a notification that the max bonus win is 10x.

joo kyllä minä sen ymmärrän. Mutta kun sitä ei ilmoitettu missään ennen talletusta. Vasta sen jälkeen ku rahat oli sisässä ja peli pelattu niin tuli ilmoitus että max 10x bonus voitto.

I apologize, but it would be close to impossible to prove that the casino added the bonus term afterwards. I understand that this is frustrating, but there is not much we can do under these circumstances.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.