GreenSpin Casino - Player's dissatisfied with the casino's bonus policy.

No deposit bonus maximum earnings are clearly stated as 0.012 BTC in the bonus rules. The site paid 0.0026 BTC.

Dear ademe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It seems that the casino has paid out your winnings using the current currency exchange. Do I understand correctly that you have already received winnings in this amount?

Could you please forward me the promotional email with the bonus offer you activated? My email address is kristina.s@casino.guru. If there is any other communication between you and the casino, please forward it as well.

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear ademe,

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.

hello

In the casino rules, the no deposit max win is clearly stated as 0.012 btc. The casino did not pay even though I won this amount. He paid 0.0029 btc.

1.15 Max winnings on any no deposit bonuses that will be paid out are 50 USD, 50 EUR, 3500 RUB, 500 NOK, 80 AUD, 5000 JPY, 80 NZD, 70 CAD, 200 PLN, 0.012 BTC, 0.049 BCH, 0.01515 ETH, 0.19 LTC, 50 USDT. The wagering requirements for such bonuses are х50.

Thank you very much for your reply, ademe. I’m very sorry but you haven’t provided all the required information I asked for. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Hello,

I've won from no deposit bonus free spins, no incoming emails. The email offer was not a promotion. Isn't the binding rule the casino's bonus rules?

I had added all the correspondence I had while creating the complaint. I'm sending it via email again.

As it can be seen in the correspondence, the casino says that the main currency is € and the maximum win can be 50 €, but there is no rule to support this.

Example x casino stated like this;

"15. Free spins must be won back with Wager X50, and the maximum withdrawal from winning is $50 or equivalent in other available currency. "

But Greenspin clearly stated it as 0.012 btc. Is there any point in having rules if the rules aren't going to be followed?

I think I answered your questions, if there is something missing, could you please state it clearly ?

Good work

Thank you very much, ademe, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.  

Hi ademe,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite GreenSpin Casino to the conversation to participate in the resolution of this complaint.

Hello Peter and Adame

Please bear in mind that the EUR currency prevails in any situation. The reference for other currencies might not be up to date due to changes we as a casino are not responsible for.

As per the free spins that is mentioned always that the max win is 50 EUR, which goes equivalent to other currencies same at BTC and every other.

Dear GreenSpin Casino team,

Do I understand that the player's account is in EUR? If this is the case, considering the volatility of the cryptocurrencies, I strongly suggest you delete the maximum win limits in the said currencies from your Bonus T&Cs and only display them in FIAT, otherwise, it's a false advertisement.

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 ademe,

Unfortunately, it seems that the casino stopped responding entirely. I’m afraid there is not much that can be achieved without cooperation from its 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 respond and change its position, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of GreenSpin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear ademe,

Could you please specify what type of no-deposit bonus you played with?

Dear ademe,

We would like to ask you to reply to this complaint. We are extending the timer by 7 days. If you fail to respond in the set time frame, I'm afraid your complaint will be rejected.

Unfortunately, the player didn't respond to our messages and questions. Even though it's quite an old case, we are unable to investigate further without the player's help and have no choice but to reject this complaint.