Spinbara Casino - Pelaajan voittoja on rajoitettu.

Hello dear Casino Guru Team,

Unfortunately, over €900 was deleted from my account. I had been playing with a 100% bonus that I received via SMS. After fully wagering the bonus, I had €1,400 in real money in my account. However, €900 of that was deleted.

I then went to the live chat to ask why the €900 had been removed. There, I was told that I was only allowed to receive ten times the deposited amount. However, the text message regarding the 100% bonus made no mention of a tenfold limit.

Please help me get my 900 euros back.

I'll upload a photo of the text message.

It's the text message from 5:02 PM.

Hallo liebes Casino Guru Team,

leider wurden mir über 900 Euro gelöscht. Ich hatte mit einem 100 % Bonus gespielt, den ich per SMS erhalten habe. Nachdem ich den Bonus vollständig umgesetzt hatte, befanden sich 1.400 Euro Echtgeld auf meinem Konto. Davon wurden mir jedoch 900 Euro gelöscht.

Daraufhin bin ich in den Live-Chat gegangen, um nachzufragen, warum die 900 Euro entfernt wurden. Dort wurde mir mitgeteilt, dass ich nur das Zehnfache des eingezahlten Betrags erhalten dürfe. In der SMS zu dem 100 % Bonus stand jedoch nichts von einer Begrenzung auf das Zehnfache des eingezahlten Geldes.

Bitte helfen Sie mir dabei, meine 900 Euro zurückzubekommen.

ein Foto von der sms lade ich hoch.

Es ist die sms von 17:02 Uhr.

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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 screenshots showing the details of the bonus as displayed in your casino profile after you activated it (including the bonus name, wagering requirements, and any information about a maximum win cap, if visible)?
• Have you contacted the casino customer support to ask about any specific terms and conditions related to this bonus? If so, please let me know what response you received.
• Have you previously accumulated any winnings at this casino using deposit bonuses that were capped in a similar way? If yes, kindly specify when this happened and under which bonus.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I only received the text message about the 100% bonus, and there was no mention of x10 or anything like that. Even during the wagering process, there was no mention of x10; only after I had completed the wagering requirements did she tell me in the live chat that it was stated in the terms and conditions.

Ich hatte nur die SMS bekommen mit den 100% Bonus, und da stand nix von x10 oder sonst was. Auch beim umsetzen stand nix von x10 erst als ich umgesetzt hatte sagte sie mir im live Chat es würde in den AGBs stehen.

And there is no mention here of ten times the amount deposited.

Und hier steht nichts von einem Zehnfachen eingezahltem Geld.

What types of games did you play while your bonus was active?

Please forward me all the communication between you and the casino customer support regarding the cap applied to your winnings at veronika.f@casino.guru. Thank you for your cooperation.

I played several games. The live chat told me I'd only receive 10 times my deposited amount. I deposited €50 and was only allowed to keep €500 of the €1400 bonus; the remaining €900 was deleted. But as you can see, the bonus terms don't mention anything about a 10x bonus. And I've never seen anything like that with a 100% bonus, where you only get 10 times your deposit.

Ich habe verschiedene Spiele gespielt. Der Live Chat sagte mir das ich nur das 10 fache von meinem eingezahlt Geld bekomme, ich hatte 50 Euro eingezahlt und durfte von den 1400 Euro nur 500 Euro behalten und die 900 Euro wurden gelöscht. Aber so wie sie sehen können steht in dem Bonus nichts von dem 10 fachen. Und sowas kenne ich auch beim 100% Bonus nicht das man nur das 10 fache bekommt.

Dear Blumenkind82

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Blumenkind82,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Spinbara Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Which terms are establishing the 10x maximum cashout? Thank you in advance for providing us with your view of the issue.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Blumenkind82,

I have received a response from a casino representative. Unfortunately, there are some technical issues with their account on our forum. That said, I will communicate with the casino via email and update you on any new relevant developments.

Hello everyone!

Dear Blumenkind82,

Thank you for your patience. We really sorry for this technical issue occured. We kindly inform you that we have reviewed your concern regarding the maximum release limit on your recent bonus.

Upon investigation with our CRM team, we can confirm that the specific terms governing this offer were available directly under the promotion details at the time of activation.

To clarify, the Terms and Conditions explicitly stated the following regarding the payout limits:

"Max bonus release is x10 from the bonus amount awarded."

As these terms were displayed prior to the bonus being claimed and used, the limit has been applied to your balance in accordance with these rules. You can find the full breakdown of the Reload Bonus terms below:

-Offer Availability: 24 hours from the time stated in 'My Bonuses'.

-Bonus Value: 100% up to 300 €.

-Minimum Deposit: 30 €.

-Wagering Requirements: x35 (Deposit + Bonus).

-Maximum Bet: 5 €.

We hope this clarifies the matter. Please let us know if you have any further questions.

Best regards,

Spinbara Team

Dear casino representative,

thank you very much for your response. Would it be possible for you to provide us with a screenshot of the offer you mention? I have checked the terms and conditions of other reload bonuses and there truly are mentions of a x10 maximum cashout - but only for players from Thailand, Brazil, Chile and Peru. Please specify whether this could be the source of any misunderstanding.

Hello Martina, as you can see in my photo, there's no mention of x10, and there was no mention of x10 during activation either. What's also new to me is that with a 100% bonus, only x10 is paid out. If I don't receive my money this time, please give me the address of the licensing authority. I'm getting fed up; I played fairly and won, and then they just say it's only x10, even though there was no mention of x10.

Hallo Martina, sie können auf meinem Foto sehen das nichts von x10 steht und dazu kommt noch beim aktivieren stand auch Nix von x10. Und was mir auch neu ist das bei einem 100% Bonus nur x10 ausgezahlt wird. Sollte ich meine Geld diesmal nicht erhalten. Geben sie mir bitte eine Adresse von der Lizenzbehörde. Es reicht mir langsam ich habe fair gespielt und gewonnen und später wird einfach gesagt nur x10 es stand nix von x10 drin.

Dear Martin,

We have sent you an e-mail some days ago in which you may check also the screenshot that the CRM Team provided to us regarding the offer.

Thank you for your cooperation.

Best regards,

Spinbara Team

Dear Blumenkind82,

After once again evaluating all the information, I can confirm that the casino has provided us with direct evidence showing that the maximum bonus release limit was displayed within the bonus details at the time of activation. While this condition may not have been included in the SMS itself, it was available in the promotion terms inside the casino interface before the bonus was used.

Based on this, we must conclude that the winnings cap was applied in line with the bonus terms, and unfortunately, we are unable to request a refund of the capped amount in this instance.

Thank you for your cooperation and for sharing all relevant materials with us. We truly appreciate the time and effort you invested, and we wish you the best in your future gaming experience.

You have mentioned you would like to contact the licensing authority as well. For this particular casino, that would be Anjouan Gaming Licensing Authority and you can submit a complaint through the website validator you can find in the footer of the casino's website or at https://anjouangaming.com/submit-dispute/.

However, I must tell you that I believe the outcome will most likely be the same.

Kind regards,

Martin