Spinsy Casino - Pelaajan voittoja on rajoitettu.

I received a bonus after making a deposit. I only activated this bonus after my real money was used up. The wagering requirements were €2,000.

When I reached this limit, I had €1,100 in credit. Just as I was notified that my balance was being converted into real money, my balance was reduced to €250.

I have already fulfilled the bonus wagering requirements at several casinos, but nothing has ever been deducted from my balance.

The explanation for this is also absurd and suggests fraud at the highest level. You can't just make up any terms and conditions and arbitrarily deduct almost 80% of your winnings when you meet the bonus requirements.

I'm attaching the response from support.

Ich habe nach einer Einzahlung einen Bonus erhalten. Diesen Bonus hatte ich erst aktiviert, als mein Echtgeld verbraucht war. Die Umsatzbedingungen lagen bei 2000 € .

Als ich diese erreicht hatte, hatte ich 1100 € als Guthaben. Genau in dem Moment, als mir mitgeteilt wurde, das sich mein Guthaben in echtes Guthaben umwandelt, wurde mein Guthaben auf 250€ reduziert.

Ich habe schon bei mehreren Casinos die Bonus Umsatzbedingungen erfüllt aber noch nie wurde da etwas vom Guthaben abgezogen.

Dazu Erklärung dazu ist auch abenteuerlich und lässt Betrug auf höchster Ebene vermuten. Man kann sich doch nicht einfach irgendwelche Bedingungen aus dem Finger ziehen und beim erreichen der Bonusbedingungen willkürlich knapp 80% vom erspielten Guthaben abziehen.

Ich Hänge die Antwort vom Support in den Anhang.

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?

Have you checked the Bonus Terms and Conditions before activating this bonus?

Did you find the bonus on the casino website, was it available in your profile, or did you receive a promotional email from the casino with the offer?

What types of games did you play with this 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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Unfortunately, I don't have a picture or anything else of the bonus anymore. They told me I had to wager it 20x, or €2,000. When I reached €2,000 (you can see this with active bonuses), only €250 of the €1,100 shown on the screen was credited to me as real money, and the rest was simply deducted. Normally, this always worked, but here, a large portion was simply deducted...

This is not stated anywhere in Spinsy's terms and conditions.

I don't know why money is simply being deducted here.

Unfortunately, I don't have any recordings because it worked otherwise.

I played Big Bass Secrets of the Golden Lake.

Are there any recordings I could get from the casino to prove that I had 1,100 euros after wagering 2,000 euros?

Ich habe leider kein Bild oder sonstiges mehr vom Bonus. Es hieß, ich soll das 20x bzw. 2000 Euro umsetzen. Als ich die 2000 voll hatte (das kann man ja bei aktiven Boni sehen) wurden mir von den 1100 Euro, die ich auf der Anzeige hat, nur 250 Euro als Echtgeld gutgeschrieben und der Rest einfach abgezogen. Normalerweise hat das immer überall geklappt, nur hier wird einfach ein Großteil abgezogen….

das steht auch nirgendwo in den AGB‘s bei Spinsy.

Ich weiß nicht, warum hier einfach Geld abgezogen wird.

Leider habe ich auch keine Aufnahmen, weil es ja sonst auch geklappt hat.

Ich habe Big Bass Secrets of the golden Lake gespielt.

Gibt es irgendwo Aufnahmen, die man sich vielleicht vom Casino geben lassen kann, um zu beweisen, das ich 1100 Euro nach Umsetzung von 2.000 Euro hatte?

Please send me a screenshot of your bonus history so that we can check the exact name of the bonus you activated and played with. Please note that bonuses often come with a cap on the maximum allowed winnings. If such limitation is mentioned in the Terms and Conditions, the casino's decision to cap your winnings to the maximum allowed amount is generally fair from our point of view. According to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limits to be unfair and predatory only when they are applied to a real money game; however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Dear WaldiWaldvieh,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.