The player from Germany deposited 682 euros at Spellwin and received a 750 euro welcome bonus. After fulfilling the wagering requirements, he requested a withdrawal of 2,580 euros but the casino canceled his balance, claiming violations during gameplay, specifically regarding the game Easter Plinko. The player argues that he followed the rules and the game was permitted, requesting assistance to retain his winnings.
SpellWin Casino - Player’s winnings have been confiscated.
Amount: €2,580
SpellWin Casino
Safety Index:Fresh casinoSafety Index
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7.3
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Case opened
Current status
Waiting for Casino Guru to reply
5d 2h 24m 44s
Case summary
2 days ago
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1 week ago
Translation
Hello,
On November 28th, I deposited 682 euros for the first welcome bonus at Spellwin and received a 750 euro bonus.
The bonus offer was 110% up to 750 euros.
https://spellwin.eu/de/promo/item/welcome-bonus-pack
After not winning anything with the 682 euros in real money, I activated the 750 euro bonus and, after meeting all the wagering requirements, I requested a withdrawal of 2,580 euros.
A few days later, I received an email from the casino:
Dear Mr. Jörg Lange,
The Risk Department of Spellwin Casino conducted a detailed investigation of your account, USER825.
Account USER825 did not pass the casino's security check.
Your balance was canceled in accordance with the rules:
- The casino has the right to cancel all bonuses and winnings and confiscate any money from the account if obtained unfairly or in violation of the rules.
Upon reviewing your gaming session, violations were found, namely – an attempt to quickly complete the wagering bonus through the game Easter Plinko.
Due to the identified violations, your balance was canceled.
This decision is final and will not be reviewed.
My winnings of 2,580 euros were completely canceled.
Since playing Easter Plinko (BGaming) was permitted according to the bonus terms and I successfully fulfilled the wager, I do not understand why I should have violated the bonus conditions. The casino's reasoning that the game Easter Plinko completes the wager too quickly is not a sufficient reason to cancel my winnings.
If the casino does not want this game to be played with bonus funds, they need to state that in the bonus terms or block it from the system so it is unplayable with bonus money.
The casino also has a system that automatically prevents any games not allowed with bonus funds from being started, showing a message that the game is not permitted with bonus money. Unfortunately, I did not receive this message when playing Easter Plinko.
I hope you can help me retain my winnings, as from my perspective, I have not violated any bonus conditions.
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1 week ago
Dear fowi30,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify if you played any other games while this bonus was active?
- Do you currently have access to your casino account?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 week ago
Translation
-I only played 2 games turbo mines (turbo games) and easter plinko (bgaming) and both games were allowed to be played according to the bonus conditions
https://spellwin.eu/de/page/bonus-terms
-I can access my casino account
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1 week ago
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I wrote you an email. Did you receive the email?
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2 days ago
Thank you very much, fowi30, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.
Casino Guru is examining the case
