PokieSpins Casino - Player’s winnings have been cancelled.

Hi, I won on Pokies spin casino. I finished the wager and got a cash back of $1400. I made a withdrawal of $1300. And uploaded all my documents. I waited a few days only to find my withdrawal had been cancelled. I contacted them and they told me I breached policy and breach of code of a bonus. They said I done a $100 bet a $15 bet. I but didn't I brought a bonus bet for $100 and the bet was a $2.50, and I brought a $15 bonus spin which was a 25 cent bet. So I really didnt breach the bet limit I just brought two bonuses. So they shouldn't be classed as bets they should be classed a bonuses. Because when I brought them, it said buy bonus not buy a bet?

So I didn't breach and code of a bonus, because it wasn't a $100 bet it was a bonus buy which the bet was $2.50. It's absolutely disgusting how they treat people like this and take advantage and take there winnings.

Dear Shirlene,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. Could you please clarify if you have activated any bonus when depositing funds in to your account? When you’ve progressed with the game, you purchased an in-game feature for $100 and $15, is that correct? I have checked General Bonus-related terms, and this is what I found https://www.pokiespins.com/en/terms-and-conditions:

"Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

It seems as the in-game features have been recognized by the system as single bets and therefore, your winnings were voided. Before we’ll engage a conversation with the casino, please forward any relevant communication to petronela.k@casino.guru. I would like to check the casino’s explanation why your winnings have been voided, as there’s nothing in their T&Cs regarding in-game features. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi, yes I did get a 50% bonus. But the bonus I brought was a in game bonus. So it wasn't a bet I brought free game spins, which was a $2.50 bet, and a bonus in game on FarmVille 2 for $15 which was a 25cent bet. So I didn't bet $100 I brought an in game bonus free spin. I have screen shots of my conversation with one of the support.

Hi, I know I didn't bet $100 or $15, I made sure I didn't go over the $2.50 to $3.00 mark. I just brought in game bonuses that all. Cheers

Thank you very much Shirlene for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi, thank you very much. I really hope I get what I won fair and square. We will see if the online pokies site changes there decision. I didn't do anything wrong, I just brought free games and both times I brought them, one was a 25 cent bet and one was a $2.50 bet. I didn't want to go over the $5 mark. Cause I have known people to have bad experiences with online sites. I brought in game bonuses. So I should be entitled to my winnings.

Kind regards

Hello Shirlene

Unfortunately, buying bonus features have a big boom recently, many casinos are not ready for that (not mentioning them in T&C's, system marks them wrongly)

If the casino does not explicitly mention them in the T&C's, then we are using the logic that for determining the value of the bet should be used formula money what you used divided by free spins what you got (initial number, not subsequent additional free spins)

For the casino, we strongly recommend mentioning bonus buys in terms and conditions. Another option is to disable them for bonus play/disable them entirely,

I want to ask casino representatives to look into this case and explain the casino policy regarding bonus buys.

Hi, exactly what I have been trying to say. It's not a bet it's a bonus buy, so I brought the free spins, so it shouldn't have come under a bet, I mean I not that crazy to do a $100 bet and only win $101 off it. As you can she it was a bonus buy that was brought and my bet was $2.50. So do you think I will see any progress from this or not.

We would like to ask the PokieSpins 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’.

Hi, okay, but my complaint and review will stay visible so other online players can see my review and not buy a bonus buy. It's unfair if they get away with it.

Shirlene, I am very sorry, but the casino is non-responsive.

I hope that the casino will reopen the case later, but for now, we are forced to close the complaint as "unresolved."

I am very sorry that we were unable to help you more.

Yes, your complaint would be visible, and the casino gets black points for that.