Home Complaints Spicy Spins Casino - Player’s winnings have been voided.

Amount: €1,000

Spicy Spins Casino - Player’s winnings have been voided.

2.5/10 Very Bad reputation Submitted: 14 May 2020 | Case closed : 03.06.2020
Our verdict

Player stopped responding

REJECTED

Case summary

42 days ago - 03 Jun 2020

The player from United Kingdom had her winnings cancelled due to placing a single bet greater than 30% of the deposit. We rejected the complaint because the player didn't respond to our messages and questions.

Written by Petronela
Casino analyst and complaint specialist
Public

I made a deposit of 11 euros with no bonus or free spins I started to win so my spins went from 20p upto 1euro and used the button to by the feature...I sent in I.D and requested a withdrawal and they took the whole lot and gave me back my deposit and said I used 30% of my deposit or more ridiculous I am so upset and shocked I read the review and this has happened to alot of people ...I ask them to close my account and they then had the cheek to offer me a 5 euro bonus I told them to keep it I had to ask several times before they finally closed the account...disgusting this shouldn't be allowed surely you should be allowed to play as you want with your own more the casino should be closed down and I couldn't withdraw my 11euros as you can only withdraw 100 euros or more

Public

Dear Sharon,

Thank you very much for submitting your complaint and sharing your negative experience with other players. I’m sorry to hear about your problem. As you mentioned, this has happened to other players before. Unfortunately, the casino enforces betting restrictions to a real money play. I have checked terms and conditions, and this is what I found:

"Betting rules

. You must bet according to the specific rules of the game you are playing.

. We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.

. "Irregular play" includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the deposit currently in play.

Using Martingale, double-up and similar systems and strategies."

 

I would like to emphasize that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos

'Fair and safe casinos' are those that meet all criteria for 'fair casinos' and have also implemented measures that prevent players from accidentally doing something against the rules or their own best interests.

'Fair and safe casinos' should therefore prevent players from accidentally breaking the T&Cs, Bonus T&Cs, or doing anything else that might jeopardize the money in their player accounts.

Do I understand it correctly that you’ve closed your account already? Thank you in advance for your reply.

Best regards, 

Petronela 

Public

I won 400 euros 1st and I believe those bets were up to 1 euro when I started to win I banked 400 euros then continued to play with 50 euros I start to win again the used the button to by the books I then won some more ...when I went to bank the 600 euros it said to cancel the 400 euros 1st then add the 600 euros which made the total 1000 euros so I believe they should honour the winnings of 400 euros as the sent me a email to confirm 400 euros pending...

They offered me 5 euros when I told them to close my account and when I closed my account they then had the cheek to send me an email to say they had closed the account do to a gambling addiction


Public

If I only made one bet above 30% was that with the 50 euros once I had banked the 400 euros ? Or was it when I won the 600 euros then banked it but had to cancel the 400 euros 1st to then add the 600 euros to then make 1000 euros ??? Because every time I ask the casino they would not answer they are big scammers and should be closed down

Public

Dear Sharon,

Thank you very much for your quick reply. If I understood it correctly, you have deposited €11, which means any bet over €3,29 would be a violation of the Betting rules.

Unfortunately, since you’ve closed your account, I’m afraid, there is not much we could do for you. If there is any additional information that would support this case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

 

Public

Dear Sharon,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any help, otherwise, we will reject your complaint.

Public

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.