Spinado casino withdrawal

Spinado Casino does not want to make the payment

Every time I decide to play and win I have trouble withdrawing

Hi, I'm sorry you're having trouble withdrawing. But I would like to start by asking you if you could please provide us with the url address to add this casino and review it, because we don't have it in our database. 

Regarding the email they sent you, they wrote you about the multiple accounts rule. Have you ever had another account at the casino ? If this is what they are referring to, then obviously this is the problem why you can't withdraw money. Are you aware of anything like this ? 

They sent me an email apologizing and saying it was a mistake and that they will make the payment. Thank you

Good news as I see it, so I would be glad if you would update us when the money arrives, and if they kept what they said. 

Anyway, we could still use a link to the casino so we can add it to our database. Would it be possible to post it please ? 🙂 

hello! I believe this is the same Casino where they confiscated my winnings and I was unable to file a complaint because I couldn't find it on the list.

https://spinado.com

Hi, did your problem still persist or not ? How long has it been since the situation with your money ? 

I would like to add that if the casino is not in our database, you can choose any other casino and describe what happened to you and mention in the description what casino it concerns. Our team will then rewrite it in the complaint and deal with it further. 

Hello!

My balance was confiscated by Casino SPINADO on the grounds that I had won by circumventing the bonus betting rules.

I made a deposit and received the bonus amount, however according to the terms the actual balance is used before the bonus balance. After a few hours of playing, I accumulated the amount of R$10,000.00, so I called Casino support to find out if it would be possible to cancel the bonus and make the withdrawal, as I hadn't used it. In the chat they confirmed that I could cancel and withdraw the amounts, they informed that only the bonus balance would be lost. And that's exactly what happened, I canceled the bonus and the bonus amount was debited from my account. After requesting a withdrawal of R$3,000.00, as it was the maximum amount allowed, the request remained pending for approximately an hour until I received the email informing me that my balance was confiscated for having bet over R$9.00 with a bonus.

No winnings were obtained with a bet greater than R$9.00, none! Bets worth more than R$9 are blocked at this casino, generating a pop-up warning and preventing spins, as that is exactly what happened when I CARELESSLY increased the bet to R$10 at GATES OF OLYMPUS, where I had the first win and bet of R$6. Yes, it was JUST ONE SPIN and it was blocked, I just reviewed all my bets from yesterday.

I didn't even use the bonus balance. I have screenshots of all winnings and even the chat conversation confirming that the bonus was not used and the authorization to cancel.

The rules of this Casino are ABUSIVE and CONTRADICTORY, to my surprise I found out during the chat when I was trying to resolve the amount they IMPROPERLY confiscated.

The agent's exact words in the chat were:

"In this case, it is not allowed to bet more or less than double the last bet when you have an active bonus. For example, if you are betting 9 reais, it is not allowed to bet less than half of that on the next round

you need to gradually reduce

Marianne" I'm amazed by this,

and during games there is no warning about.

NO WINNINGS WERE OBTAINED BY INFRINGING THE RULES!

R$9,000.00 was confiscated from my balance after requesting the withdrawal, after playing for hours only the deposit amount appears in my account.

I request help from Casino Guru to resolve this.

I did not find the casino "Spinado.com" in the list to open a complaint.

Well then, as I described in my previous reply, file a complaint and choose any casino and explain your problem, including the name of the casino where it happened to you. 

From what I understand, you cancelled the bonus and did not play with it after all. Were the 12 reias bets you made when you had the bonus or after you cancelled it ? I find it funny that they told you everything was fine and then said it wasn't and took your winnings. It's just as well that you have proof so you'll need it. 

Also that the second bet must always be half the size less, did you read that somewhere in the bonus rules ? 

Make sure you open a complaint here on this link and let's see if we can help you. 

Hello! Thanks for responding.

I checked my bets and it was actually ONE spin of R$10 which was blocked by the Casino at the same time, generating a pop-up alert.

I asked Casino support why they didn't confiscate my first winnings, as it was in the same game where they accused me of betting over the limit and the answer was:

"Hi, Marianne!

The rule only mentions bets with a value greater than 9 reais, the gain obtained with the bet of 7.50 does not constitute a break."

All my winnings were with bets below R$9, so according to their response none of them constitute a break. They still confiscated my winnings

I have proof of all this exposed here.

I will open a complaint

Hello!

Yes, the problem persists. The amounts were not returned and Casino insists that I am wrong even though there are contradictions on their part.

I opened a complaint yesterday detailing this case and attaching all the attachments that were possible to send.

That strikes me as a pretty nonsensical explanation. After all, if we're talking about maximum bet, it shouldn't refer to how much you win. If you break this rule then I would understand what the casino is saying, but if you broke the max bet and therefore you didn't win more than 9reias from that spin then nothing happened according to the casino, it makes absolute nonsense to me. 

So it was a good move when you lodged a complaint and let's see where our team gets to. I hope we can shed some light on this whole case. 

I'll keep my fingers crossed. 🤞

Hello!

exactly. I think everything that Casino did is absurd, that's why I came here to ask for help to resolve this situation.

As I mentioned, due to complete carelessness when adjusting the bet, I made ONE spin worth R$10 and a pop-up appeared on the screen notifying me of the bet limit. No winnings were obtained with a value greater than the limit and according to the casino itself, winnings with bets lower than the limit of R$9 do not constitute a breach of the rule. So I understand that no winnings could have been confiscated, as all winnings were obtained respecting the betting limit, as per the attachments included in the complaint.

I will be responding in that thread with the requested data for investigation. Thanks!!

This email received from the casino says that they confiscated all winnings received legitimately for placing the R$10 bet and that it is in accordance with the Casino's rules. However, the terms are not clear which winnings will be confiscated if any rules are broken.

when reading the terms after having the winnings confiscated it says "winnings may be confiscated" and the rules that can lead to this. Not in a clear and objective way in my opinion, everything seems to be between the lines for the Casino to use in the way it suits it.

Yes, you think well and give everything you need to the team that handles your complaint and you can also update me on the forum, because I'm quite interested in how it will be solved. Let's see where this goes because this seems like a pretty strange situation. 

I've been looking at your screenshots as well and it's certainly nice of you to post them. If a player breaks the max bet then I understand that the casino will confiscate the winnings, but each case is individual and I guess you have to take into account that you didn't win anything from that bet and overall I find some of the arguments a bit illogical from casino's side. 

So let's wait and see how the complaint develops and what our experts find out. I will hope for a positive outcome.

Hello!

Thank you for your willingness to help me resolve this situation as best as possible.

Certainly, the casino's guidance is quite contradictory. Since it is stated in the terms that the balance is separate (real and bonus) and it does not necessarily include confiscation or which winnings will be confiscated, etc. As I mentioned earlier, there is nothing clear about the casino terms.

I received a call from my account manager, who was not aware of the case until the call, because from what I understand, they changed the management of my account at the casino and did not review this situation. She was also quite confused by all of this. I detailed the case to the manager who informed that she would "try" to resolve this situation, but without promising a refund.

I'm more confused every day and I hope I can resolve this and get my winnings back.

To tell you the truth, I'd get lost in it too, because if you keep getting some other answer, you probably won't be able to keep track of it. So let's see what the casino comes up with and whether they can somehow resolve it or not. But it would probably be best if they did. 

Anyway, I'll wait for your next update and we'll see. 

Hello!

It's been a week since the manager's call and I haven't heard back. I think it's unlikely that Casino will reverse this on its own. Unfortunately

I have requested an Excel report of all my bets on the day they confiscated my winnings several times and the casino refuses to provide it, saying I can check it on the platform.

I would like to note that the casino has changed the terms, including a rule that you cannot play slots with RTP above 97% using the active bonus. Among other changes.

which reiterates abuse of limitations as there is no VISIBLE RTP percentage in each game. Soon it will be another rule that benefits the casino to confiscate winnings. This rule was included after the confiscation of my winnings, but I am exposing it here as further proof of the "trickery" of the terms.

I attached images of the games, which proves that the RTP of the games is not visible in the open complaint.

I just hope that our complaint team will be able to get more information from the casino. The main thing in this is that the casino has to communicate with us and be able to provide all the information needed. Let's wait and see. I will keep my fingers crossed.🤞