The player's winnings were capped as he used a sticky bonus. The complaint was resolved as the player received his money.
GreenSpin Casino - The player's winnings were capped.
Amount: €115
GreenSpin Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello Casinoguru team,
I also have problems with the payout at Greenspin.
The first time, after a long back and forth, the verification worked.
Now after the 2nd deposit they are back against each other. My personal adviser Kira Davis also responds.
The first payout was rejected and my account balance reduced to 92.5. When I asked Kira it was said to have been a sticky bonus, which was not visible in my account. In the meantime, 2 more payments have been canceled. Please help. The good reviews here can't be true.
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1 year ago
Hello DamianSt,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GreenSpin Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? What kind of bonus did you use, isn't it visible in your bonus history? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello Nick,
My account is verified, I could pay out 20€ on 01/18/23. have the bonus 
I used: 75% wagerfree according to email.
As a player, I cannot see the bonus status in this casino!!! And my balance was not paid out and was immediately reduced from 115 to 92€ without any comment!
The last time I texted with Kira was yesterday, to no avail. After that, the payment was canceled again.
Kind regards
Damian
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1 year ago
Translation
Hello,
I have completely forgotten.
Currently I can't pay out the 92€ either.
Any attempt will be cancelled.
Many greetings
damian
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1 year ago
Hello DamianSt,
Based on the screenshot provided, only the free spins are wager-free and the deposited balance with the 75% bonus has to be wagerd.
Can you please check in your balance/bonus history if the wagering is not visible there?
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1 year ago
Translation
Hello,
Here is a screenshot from my account. The wager counter was 0, but my balance was reduced and I don't want to pay out the €92 either.
Best regards
Damian S*****
Edited by a Casino Guru admin
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1 year ago
I would like to invite GreenSpin Casino to join us and help us resolve the player's issue.
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1 year ago
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.
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1 year ago
Hello there Nick and Damian
Checked the problem with the compliance team and here is the result:
1.) The bonus is Sticky and it is mentioned on the Offer page at second deposit bonus and that brought the deduction on your account on amount of 22.50 EUR
2.)The reason for the withdrawal refused is that you are missing Proof of payment method (Mifinity in your case)
As soon as you upload that document please request withdrawal and as soon as possible our team will check and approve it.
Best Regards
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1 year ago
Translation
Hello Greenspin Casino,
I'll upload the screenshot with the deposits and withdrawals, then you can see all transactions.
You have accepted a deposit via mifinity and do not want to pay out to the account? In my opinion it is cheating 
In addition, no bonus was visible in my account, which I also consider to be fraud. Simply delete an amount without a hint, that's not serious.
Best regards
Damian S******
Edited by a Casino Guru admin
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1 year ago
Hello DamianSt,
You clearly mentioned in one of your previous post, even with a screenshot that you have used the second deposit bonus. The casino provided a screenshot of the exact same bonus where it is stated that the bonus is "sticky".
Also you will be able to withdraw once you provide all the requested documents for the verification.
Please be sure to provide it as soon as possible so you will be able to withdraw.
Regards,
Nick
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1 year ago
Translation
Hello Nick,
Thanks a lot for your help.
I got the sticky bonus thing. Unfortunately, as a player you have no view of whether this is still active, which is a pity. The casino has all the documents, yet they refuse to pay out. No Account is verified.
Best regards, Damian
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1 year ago
Hello DamianSt,
Do I understand it correctly that you have received no payout yet, not even the capped winnings?
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1 year ago
Hello Nick and Damian
I checked for the reason of the cashout refuse and our financial department team left a note with :
"Proof of payment method(MiFinity) is required"
Best regards
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1 year ago
Translation
Hello Nick,
That's exactly how it is, you have repeatedly refused the payout without reason.
Proof of Mifinity was uploaded and I was able to pay out in the past.
Now I've uploaded more screenshots, let's see if it works this time.
Best regards
damian
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1 year ago
Translation
Hello Nick and GreenSpin Casino,
After I uploaded the documents again, the 92 € were paid out. It's a shame that you have to put in so much effort.
At this point many thanks to the Casino Guru team, without you the money would be gone.
Best regards, Damian
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