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I successfully wagered the bonus from the site. Shortly before the end, my balance was over €900. Due to the terms and conditions, it was then reduced to €450, which was then my withdrawable real money. I continued playing with this money and earned a balance of €3,800. I received an email stating that due to the bonus conditions, the balance had been reduced again to €450. Support doesn't answer my questions and says everything is legal according to their terms and conditions.

In the appendix you can see the rounds played, when the bonus was fully wagered and when the real money winnings were achieved.

Ich habe den Bonus erfolgreich aus der Seite umgesetzt. Kurz vor Ende war meine Balance bei über 900€ aufgrund der Bedingungen wurde sie dann auf 450€ gekürzt, was dann mein Auszahlbares Echtgeld war. Mit diesem Geld habe ich dann weiter gespielt und mich auf eine Balance von 3800€ erspielt. Ich bekam die Mail, dass aufgrund der Bonusbedingungen die Balance wieder auf 450€ gekürzt wurde. Der Support geht nicht auf meine Fragen ein und sagt, dass das alles rechtens mit ihren AGBs sei.

Im Anhang sehen sie, die gespielten runden, wann der Bonus fertig umgesetzt war und wann der Gewinn im Echtgeld erzielt wurde.

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Dear Pilota,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Spinny Casino (https://spinnycasino66.com/).

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino please?
• Have you passed the KYC verification, please?
• Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots. Kindly include the complete game history.

Kindly notify me here in the thread once the email has been sent.

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,

Katarina

Thank you very much for the quick response. I registered as a new customer that Friday and successfully completed the KYC verification. I will forward the email history to the email address you provided.

Vielen dank für die schnelle Antwort. An dem Freitag habe ich mich als Neukunde Registriert und die KYC Verifizierung erfolgreich durchgeführt. Den Verlauf der Emails werde ich ihnen an die angegebene Email weiterleiten.

Thank you very much, Pilota, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you so much for forwarding this. I also hope it will be resolved in my favor, but I've already given up hope since I know I don't really have a chance. I also emailed Pragmatic Play because the jackpot happened in one of their games, but I haven't received a reply yet.

Vielen dank fürs Weiterleiten. Ich hoffe auch, dass es zu meinen Gunsten gelöst wird nur hat man die Hoffnung dafür schon Aufgegeben, da man ja weiss, dass man da eher keine Chance hat. Ich habe Pragmatic auch eine Mail geschrieben, da der Hauptgewinn in einem spiel von denen passiert ist, da habe ich aber noch keine Antwort erhalten.

Hello Pilota,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite Spinny Casino to join the conversation.

Dear Spinny Casino,

Could you please provide clarification regarding the confiscation of the winnings that the player obtained after previously successfully wagering the bonus and after the first winnings adjustment? Was the player informed in any way (such as through a rule quotation, pop-up notification, in-game message, etc.) that these winnings would be capped/confiscated again, despite the fact that the maximum win cap for the bonus play had already been applied previously, and the €450 should at this stage be considered real money?

If there are any important factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at [email protected]

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 Pilota,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and resolve your case, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority might have more options and tools to help players. Please let me know how they responded at [email protected].

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru