Spinado casino withdrawal (page 2)

I hope Casino speaks out. However, I think it is unlikely to happen. This is an omission on the part of the Casino, including refusing to provide betting reports.

Have you had any news from the casino regarding the issue?

I myself requested a response from the manager, then I received a call from her. The response I received was that the department responsible for confiscating my winnings insists it was legitimate. Even presenting all the evidence that the casino is contradictory, including conversations via chat and email with support.

I'm losing hope that the casino will reverse this on its own.

The day after the call, I received an email from the manager offering a bonus, but I quickly dismissed it as I really won't deposit at this casino.

The account manager is willing and attentive to my case, but unfortunately, according to her, she cannot make the decision to return the confiscated amount.

I believe that only with your help is there a possibility of reversing this.

I imagine she sounds quite nice, though we got very little information from the message. From my perspective, and as Romi mentioned, it's crucial for the casino to join the discussion or provide the full explanation. We just have to wait until the complaint reaches that stage soon.

I'd also like to thank you for providing such a complex description of the whole situation.

Hopefully, the breaktrough is near.

thank you🙏🏼

I also hope that the casino takes a stance on this situation here on the forum.

It's all very frustrating. Nothing seems transparent to me in this casino.

Just try to stay calm, and a bit of patience is needed here as well. I will keep my fingers crossed for the best result.🤞

Thank you very much for being willing to help me🙏🏼

You're welcome, if you learn anything new or if something changes in your complaint and the casino responds, be sure to let us know. 

Hello!

Follow the email I just received from the casino. are irreducible in relation to the confiscation position.

As I mentioned here previously, bets above R$9 are blocked by the casino, making it impossible to play with amounts above the limit. Even so, they confiscated ALL my winnings with bets lower than the limit, due to ONE BLOCKED SPIN

I see! By placing one bet in the amount of R$10 (instead of R$9), you have violated the maximum bet rule, and the casino deems it fair to void your winnings. Well, I'd say this is a far too strict application.

One honest mistake should not be used as the ultimate excuse, I'd say. I'm so glad you have submitted the complaint because we always try to approach each problem individually. I truly hope for a happy ending here.

What intrigues me is that the casino blocks bets above R$9. You can't bet even if you wanted to. So even if someone makes a lot of high bets, they are not carried out because of the blockage that is generated by the system. In the group I belong to there were many confiscations by SPINADO, I have never seen anything like this, I myself have never disrespected casino rules, this is the first time I have had winnings confiscated.

I believe this is another flaw on the part of the casino that uses it for its own benefit.

Look, if the casino blocks spins above the limit, then the bets don't go through, right? Therefore, it could not be confiscated as there is no bet made, even if it was a single spin.

In my understanding, for the confiscations to be legitimate and within the terms, the casino should, in addition to exposing (outside the terms as well) the betting rules together with the penalty, remove the blocks on higher value bets, so that the player being aware of the rules and choosing to break them, have effective bets and then winnings may be confiscated.

spins blocked by the system cannot be considered betting.

What you wrote makes sense to me. The situation would be much easier to avoid if all casinos were able to enforce the maximum bet rule on the software level. Some can do that, and some just can't, leaving the players in quite an uncertain position. Reading the Terms and Conditioins is still a must.

I would agree that spins blocked by the system cannot be considered betting. It sounds very reasonable, and hopefully, the complaint will validate your point of view.

However, even explaining all of this in detail to the Casino, even sending screenshots of the instructions I received via chat and email, the Casino remains in the same position and, worse, is not responsible for the guidance provided by the support itself.

I don't think Casino will make a public statement here on the forum, or it would have already done so.

I really don't know what action to take in the face of this omission. Is it possible to report the complaint to whoever regulates this casino?

Follow emails from the manager.

So I would disagree with the support, because if it could misslead me anyway and the casino is not responsible for it, then who is ?That's a pretty benevolent approach from them.

I also see that they offer you a bonus as an excuse, but that wouldn't be enough for me. If the casino treated every case like this, then support could boot every player and it would be fine for them. So I guess they don't have a good reputation. 

So let's wait and see what Branislav finds out in your complaint and if the casino manages to reply in the complaint thread. If not, then he will advise you what you could do, which is to write to the licensing authority.