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 [email protected]. 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 ([email protected]). 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.