GreenSpin Casino - Withdrawal of player's winnings has been delayed.

ich habe 30€ mit bonus eingezahlt und wollte dann 80€ auszahlen. auch das war schon zuviel bei greenspin. Geld wurde abgezogen, Betrag konnte ich nicht nachvollziehen. gewinne aus wagerfree freispielen auch nicht gegeben. jetzt war nichts mehr durch bonus gesperrt und ich wollte das geld runterspielen und habe dann 950€ gewonnen. jetzt sperrt greenspin sich natürlich mit der bonuskeule. ich war mit den Dama casinos bis jetzt super zufrieden, aber was greenspin da jetzt abzieht finde ich sehr unfair. erst alle boni löschen und bei gewinn die bonuskeule auspacken.

Dear katjaleesch,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hallo, ja das weiß ich, geht ja hier auch nicht um die Zeit. Ärgert mich nur. Habe eben den Spielverlauf bekommen und der 14.12.2022 fehlt komplett. Ist für mich wieder ein Zeichen, dass greenspin sich nur die Rosinen rauspicken möchte und die Spieler völlig für dumm verkaufen will. Ich mache eine Auszahlung, Gelder/ Boni gestrichen. und bei der nächsten Auszahlung werden Boni vorgeschoben. Finde ich für ein DAMA Casino erbärmlich.

Dear katjaleesch,

Have you received your withdrawal from the casino yet?

Dear katjaleesch,

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.

keine Reaktion und denke auch nicht, dass sich da etwas bewegt,

wenn ich schon schon sehe, dass selbst bei der Übermittlung des Spielverlaufs betrogen wird,

dann passiert dort Betrug mit Vorsatz, wahrscheinlich wird automatisch bei jeder Auszahlung

erstmal Geld einbehalten, sitzen das aus

Thank you for your reply, katjaleesch. Do I understand correctly that you accumulated your balance while the bonus was still active?

Have you received any explanation from the casino regarding this situation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hallo, nein ich hatte zu der Zeit keinen Bonus mehr. Das wurde bei der ersten Auszahlungsanfrage schon alles storniert/bereinigt. Ich brauche noch etwas Zeit, um das noch einmal alles nachzuvollziehen. Vom Casino kommt nichts, außer einem unvollständigen Spieleverlauf. LG

Hello there Katja, Hello there Kristina

The player has used the SECONDGREEN bonus in December 14, 2022 with the amount of deposit of 30 EUR, which the player got 22.50 EUR cash bonus and Free spins which the player won 33.31 EUR in total.

The max cashout from the cash bonus is x5 of the bonus amount and the max winnings from the free spins is 50 EUR. That applies after the balance correction as well, since the amount was won using the bonus. We have made a balance correction, and left the x5 of the bonus amount (112.5 EUR) + free spins winnings (50 EUR) and in total the player's account(162.55 EUR).

After that the player played the amount and lost.

While about the "sticky" bonus, it means that even after the correction the max cashout is x5 of the cash bonus amount + free spins winnings which is max 50 EUR, since the bonus has no wager and is injected directly to the player balance.

So once the bonus is used the max winnings term is active at all times.

It is also mentioned on the bonus terms and conditions.

Best Regards

Greenspin Compliance Team

Hallo,

das ist ja auch nur halb richtig. Aber ich habe schon am 15.12.2022 eine Auszahlung 80,00 € beantragt, (Screenshot) Die wurde abgelehnt und mein Guthaben um sämtliche Boni bereinigt, d.h. es blieben 57.55 € Echtgeld. Dann habe ich weiter gespielt, weil mir DAS schon zu doof war und dann tatsächlich gewonnen. will auszahlen und es werden noch einmal sämtliche Boni abgezogen??? Das kann nicht sein.

EDIT: Ich habe das schon mal geschrieben, ich halte von den DAMA Casino wirklich sehr viel, aber wie der Verlauf hier bei greenspinbet ist, ist für mich ein NoGo. Kommunikation sehr straff und grenzwertig. Ich habe die kompletten Spielverläufe angefordert, kam auch zügig, aber der nicht uninteressante 14.12.2022 fehlt zum Beispiel komplett, trotz Nachforderung. Und noch ein kleines Rechenbeispiel, 30€ mit 50% Bonus einzahlen, max. Auszahlung 75€ plus Freispiele oder auch nicht, krank.

Dear GreenSpin Casino,

Could you please forward me the katjaleesch's game history starting from the moment this bonus was activated? My email address is kristina.s@casino.guru. Thank you in advance.

Hab den Spielverlauf gemailt, wie von greenspin gesendet. Der 14.12. war nicht dabei, kam auch nach Aufforderung nicht. Macht einen ganz schlechten Eindruck. Vielleicht bekommt ihr den ja.

LG

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.

was sagt die Erfahrung, geben die einen Fehler zu? Sitzen die das aus? Oder nehmen die die Bewertung in Kauf? Ich bin ja trotz allem noch ein DAMA- Fan, aber der Laden schlägt ja völlig aus der Art.

Once a deposit is mixed with a no deposit bonus, the max cashout is always x5 of the bonus amount, since bonus funds cannot be separated from your amount on no wager bonuses.

The bonus helped on the winnings, so when you started to bet, you did not start with your deposit(30 EUR) but 30 + 22.5 and the free spins winning(33.31). So 85.81 in total.

Even after the "Sticky" Bonus is removed, the max cashout is always x5 of the bonus amount.

The free spins winnings were still part of your amount.

That's why the rules on the second deposit bonus terms are mentioned separately. Both of them :

The bonus is "sticky" and will be forfeited once you make a withdrawal request.

The max cashout of the bonus is x5 of the bonus amount. 

Dear GreenSpin Casino,

I still have not received the game history I asked for. Could you please forward it to kristina.s@casino.guru? Thank you in advance.

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 katjaleesch,

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.

I am sorry I could not be of more help on this occasion.

Best regards,

Kristina

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.

I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service.

Dear Casino.Guru

Once again, many thanks for reopening this complaint.

Thanks for taking care of the players as well. So the story here was that the

Sticky bonus was removed upon withdrawal request and then the player continued playing, and when the player requested a new withdrawal request, the maxwin rule was applied (as clearly stated in the bonus terms) dropping her balance to x5 the bonus amount.

We have supplied the game history as well

I hope this explains.

Best regards

Greenspin.bet

Dear all,

I am extending the timer by 7 days to allow for sufficient time to examine and evaluate the case.

Dear katjaleesch,

I can confirm that depositing into the positive bonus balance while the bonus is active can be quite problematic in many casinos (depending on the environment). This is because it can increase your chances of success with the bonus, and therefore the bonus conditions apply. I do understand that there are casinos where the deposit is separated, with the deposit going into the real money balance and the bonus staying in the bonus balance. In this case, I can see why the maximum cashout condition was applied, although it would be more user-friendly to apply it together with the deduction of the "sticky" amount. Unfortunately, we can only accept the casino's actions. Is there any key information that we should focus on, or can we close the case?

Hallo, danke an den der den Fall wiedereröffnet hat. Das ist ein Jahr her und alles bekomme ich auch nicht mehr zusammen. Aber was ich noch weiß, der angeforderte Spielverlauf in dem man alles hätte nachvollziehen können, war intern durch greenspinbet bereinigt (beschissen um den 14.12.2022). Damit hast als Spieler keine Chance. Ich bin bei allen Bonusbedingungen dabei und lese vorher alles. Aber das war ein hinterfotziger Move von greenspinbet damals. Sorry für die Ausdrucksweise, aber so war es. Dadurch, dass der Spielverlauf durch greenspinbet "bereinigt" +gelöscht +frisiert war mir klar ich hatte Recht. Was solls.

Dear katjaleesch,

I asked the casino team for more evidence to ensure everything was done correctly. I will update you as soon as I have more information. Thank you for staying with us.

Dear katjaleesch,

I was promised more information, but there is a delay due to the holidays. I am forced to extend the timer one more time. I will get back to you as soon as possible. Thank you for your patience.

Dear katjaleesch,

Unfortunately, after gathering all the necessary information and evidence, I can only confirm the casino statement. I am very sorry about the situation, but I am forced to reject your case.

You have every right not to agree with my decision. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru