Spartan Slots Casino - Player’s winnings have been reduced.

The casino advertises that all races can be played and that is not the case have sent email after email and no resolution this is false advertising and not fair if it is not allowed to play in all the races they must state so.

Dear John,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Can I have an email address to send documents through

Please send me an email address so I can send all my screenshots and emails of the issues with this casino as I know have other queries as well

My email address is petronela.k@casino.guru.

Additional comments from the player:

"1. Spartan Slots have races which they say you can join all of them not the case. Pls see screenshots below it Says u have joined but does not show u the game to click on in order to play. Some it shows attached but others not this to me is unethical and false advertising I want to play and can't and get told there's nothing wrong yet there is and send email after email and only now it's with the technical department but no resolution

2. I have a question with regards to the terms and bonuses I signed up and was playing with the sign up bonus and than deposited and finished all wagering requirements my balance dropped from over R5000 to R250 how is this correct when there terms say you can withdraw 1400 from a sign up bonus not that I wanted to withdraw just keep playing but I am told I did not respect the rules when I am simply asking for clarity it says any winnings from the sign up bonus do not require a deposit and I can withdraw up to 1400 but the live chat people are telling me a completely different story please see all the screenshots below an please advise if is me that is wrong as I feel there terms are not clear or fair and essentially trick people into depositing and than just take the money and say as per our bonus terms and people just leave it which I am not going to I want the next person to not get confused the terms should state than u cannot withdraw without making a deposit period please see all the screenshots below and let me know hope you can assist can't believe my balance dropped from over 5000 to 250 am sure it should have dropped to 1400?"

Thank you very much, Jmwood, for your email and all the forwarded screenshots. I have checked the general bonus terms and conditions, and this is what I found https://www.spartanslots.com/en-ZA/bonus-rules:

"Sign-up free spins

All our new players are eligible for the Sign-up free spins. Upon registration, the free spins will be credited straight away, no deposit required. The Sign-up free spins are available for all new registrations at SpartanSlots who have not claimed a no deposit bonus yet.

Any winnings from the Sign-up free spins have a maximum withdrawable amount set to €100.

Once the player’s first deposit transaction has been made, any winnings coming from the Sign-up free spins exceeding €100 will be forfeited. The said amount, €100, will be available for withdrawal."

"Free bonus money / free spins promotions

You will receive emails/SMS regarding special bonuses, if you are eligible. Check your email account for offer details, as often these bonuses are only valid for a specific period. To ensure you receive special bonuses and offers, make sure you have your account set to receive emails and text messages from our casino. Only the recipient of such an email/text message is eligible for the specific bonus/offer in question.

Please note, if you complete the wager requirement, but have yet to make a deposit, your bonus will be credited in the form of €25 cash."

Could you please advise if you have redeemed any Free/No Deposit bonus in this casino previously? Could you please forward a screenshot of your bonus history? Have you received those Free Spins upon registration inside your account or the offer has been sent to your email/phone? Looking forward to hearing from you.

Additional comments from the player:

"Thank you for the response this is exactly why I am questioning I received the bonus on sign up and I had deposited and wagered so not sure why it went to 250 and not 1400. Not sure if the below helps is a screenshot on when I opened and the bonus I got. Not sure where exactly to check bonus history I deposited 490 and finished wagering so I understand that winnings are forfeited from a bonus but as it was a sign up bonus it should have gone to 1400 not 250. On another note they have since removed the game that I normally play any reason?"

Could you please advise if you have redeemed any Free/No Deposit bonus in this casino previously?

Additional comments from the player:

"If I am wrong please tell me because it does not say as the casino rep says that you first deposit and than wager on the sign up bonus? And it's amazing how much you win on the bonus as was on over 5000 but deposited and played and went to nothing in a space of minutes especially since it went to 250 and also they removed the games I usually play"

Could you please advise if you have redeemed any Free/No Deposit bonus in this casino previously?

Additionally, I would like to ask you to reply to my questions here, not via email. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated.

I have not redeemed any other bonuses previously apologies will reply here moving forward

As I stated sign up bonus

Thank you very much, Jmwood, 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.

Any feedback

Hello John.

Sorry for the delayed answer. I rather doublechecked everything before I wrote to you.

So the bonus in the casino works this way:

After you play free spins, you should make a deposit and then make wagering. If you wager the bonus before you make a deposit, the casino will, instead of a real bonus balance, credit your account with €25 or, in your case, 250ZAR.

2.1.4.1. Please note, if you complete the wager requirement, but have yet to make a deposit, your bonus will be credited in the form of €25 cash.

Sign-up free spins

All our new players are eligible for the Sign-up free spins. Upon registration, the free spins will be credited straight away, no deposit required. The Sign-up free spins are available for all new registrations at SpartanSlots who have not claimed a no deposit bonus yet.

Any winnings from the Sign-up free spins have a maximum withdrawable amount set to €100.

And what about all the blocked game's

Once the player’s first deposit transaction has been made, any winnings coming from the Sign-up free spins exceeding €100 will be forfeited. The said amount, €100, will be available for withdrawal."

I would like to know why I can't play the races

Are you sure that the races are available while you have an active bonus?

They have said yes and terms say u can hence my fustration

Anything feedback

I would like to ask the casino representative to help me in this case.

Could you please explain to us why races are unavailable for Jmwood?

Hi there,

The player also reached out to our support address, and the communication is in progress. The player’s issue has been forwarded to the tech team and we are currently in the process of troubleshooting to isolate the possible cause of the issue.

Still not working they said it should be working is not

I am very sorry, Jmwood, but it looks like the casino staff are trying to help you, and we can't punish the casino because they have a technical issue and some games are unavailable for you. 

They treated you fairly, the problem is a technical issue, but this does not affect your chances of winnings etc.

I would suggest you wait a bit longer, and if the casino does not come with some solution, you could write a review about the casino on our website where you mention what happened to you.

(there is a new functionality "user reviews" on our website where everybody can write his own impression from the casino)

And I will close this complaint. What do you say Jmwood, may I proceed?

No as they are not helping and if it is a technical issue than why do some races work and not others

Dear Jmwood, do you understand that availability of games in your region is not something for what we are punishing the casinos. If you are still unhappy, then I would suggest you write a user review about this casino here:

https://casino.guru/Spartan-Slots-Casino-review#tab=js-tab-reviews

The games were available previously?

Another thing if that was the case why not just say so and not say it's a technical issue?

And still no resolution

If this is a legit casino than they should refund me the money played since they falsely advertised

Dear Jmwood.

You registered in this casino - after discovering that races are not available, you had an option to withdraw the money and go to a different casino. Nobody forced you to stay or played different games.

If I come to the store and ask for product A and the seller tells me that product A is unavailable, they have similar product B. And I decide to buy this product. I cannot return after using product B and ask for a refund because I originally wanted product A.

The casino does not allow withdrawals for the amount I had deposited and for a forum that is meant to be fair you have sided with the casino the whole way and am yet to even have a valid reasolution on this matter do u as a forum get kickbacks for giving a casino a good review when in fact they are blacklisted on other sites another thing again no actual answer in my balance dropping below 1400 as it was sign up free spins should not have dropped below the 1400

Dear Jmwood.

I already explained to you why your winnings were reduced:

After you play free spins, you should make a deposit and then make wagering. If you wager the bonus before you make a deposit, the casino will, instead of a real bonus balance, credit your account with €25 or, in your case, 250ZAR.

2.1.4.1. Please note, if you complete the wager requirement, but have yet to make a deposit, your bonus will be credited in the form of €25 cash.

our new players are eligible for the Sign-up free spins. Upon registration, the free spins will be credited straight away, no deposit required. The Sign-up free spins are available for all new registrations at SpartanSlots who have not claimed a no deposit bonus yet.

Any winnings from the Sign-up free spins have a maximum withdrawable amount set to €100.

Once the player’s first deposit transaction has been made, any winnings coming from the Sign-up free spins exceeding €100 will be forfeited. The said amount, €100, will be available for withdrawal." Pls explain where it says make a deposit? And games Races still unavailable no help from the tech department??

I had not finished wagering and made a deposit

It looks like we are running in circles here.

Dear Spartan Slots casino representative, could you please explain to Jmwood why his winnings were deducted to 250ZAR and not 1000ZAR?

Hi there,

In regards to the Races issue that the player is facing, we are currently still troubleshooting. The issue could not be replicated on our end, and we have advised the player to try different devices. They insist they have already tried, however their logs show differently. We are still in communication with the player in regards to this.

Concerning the bonus issue, it happened because the bonus in question was not the sign up offer, rather a bonus claimed prior to the first deposit. As per the Bonus Rules, 2.1.4.1. Please note, if you complete the wager requirement, but have yet to make a deposit, your bonus will be credited in the form of €25 cash.

Thanks for the explanation.

Jmwood, if you want to fix the race issue, cooperate with the casino support staff.

Regarding the bonus, I believe that the casino representative explained all.

We are closing this complaint as rejected. (above we explained all)