The player from Germany has been accused of placing a single bet greater than the allowed one. The casino only returned the player's initial deposits. The casino did not respond in the given time frame. The complaint was closed as 'unresolved'.
Spin Million Casino - Player’s bonus winnings have been voided.
Black points: 23
Amount: €214
Spin Million Casino
Safety Index:LowSafety Index
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3.7
Spin Million Casino has a Safety Index of 3.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
I deposited € 50 and received a € 50 bonus. After the turnover was reached I still had € 264 in my account. After uploading all the required documents, I submitted the withdrawal of € 264. This was rejected and my winnings were canceled, so that my € 50 was still in the account. I reportedly made a spin with a stake of € 8.28. As it turned out, that wasn't really a spin. My stake at the time was 20-30cent in the game Book of Shadows. It is a hold and win slot. I spun 2 reels again that apparently cost about € 4 per reel in total, probably € 8.28, so I supposedly exceeded the max bet while the bonus was active.
Would be nice if you could help me. Thank you Markus ***
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear Markus,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found https://www.spinmillion.com/en/terms-and-conditions:
"Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited which should not exceed 8 EUR, 8 USD, 8AUD, 8CAD, 80 NOK, 580 RUB (as applicable). Therefore, placing a bet of 8 EUR while there’s an Active Bonus of 100 EUR in effect is considered acceptable practice. In addition, players from Sweden are allowed to place single bets lower than 20% of the total value of the Active Bonus credited which should not exceed 5 EUR, 50 SEK."
Could you please forward your game and bonus histories? My email address is petronela.k@casino.guru. Which exact bonus you have redeemed and played?
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
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3 years ago
Translation
Hello, first of all thank you for your trouble.
Unfortunately, I cannot find a game and bonus history. Since Och can only look back a maximum of 7 days in the casino. Due to the long processing time of the documents and the additional days until my prize was canceled, these 7 days are already over. After the 50 euros of my deposit had been posted back to my account. I gave this 50 for payout. That has now been canceled and the 50 € are now gone. The attached picture shows the two incredible bookings for me. 
greeting Markus
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3 years ago
Thank you very much, Markus, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.
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3 years ago
Dear Markus,
I’m sorry to hear about your negative experience. I will do my best to resolve your case.
I would like to invite Spin Million Casino into this conversation.
Dear Spin Million Casino,
Can you please clarify the situation? In addition, please forward any relevant evidence to my e-mail address andrej.p@casino.guru.
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3 years ago
Translation
Short update, after a chat contact with the casino I managed to get at least my deposited € 50 back.
Edited
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3 years ago
Dear Markus,
Thank you for the update. I’m glad your deposits were returned. We are still waiting for the casino to reply and/or provide any evidence regarding this issue.
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3 years ago
Translation
I think we can wait a long time. It is just not explicitly stated that with a basic bet of 20 or 30 cents / spin in a game with hold and win function, the re-turning of the reels, which costs extra, the costs for re-turning individual reels are added together. So I came up with a bet of 28 cents over the maximum of € 8. And then we're only talking about a single spin in 2-3 days that I played there. All other bets were never guaranteed to be over € 1. They must have seen that too. For me it's just deliberate and completely without goodwill. In this unclear, not further defined case, one could have said, it's ok that way. Or a compromise of 50% of the profit or something. I think that's still naughty even after a week. Greetings Markus
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3 years ago
We would like to ask Spin Million Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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3 years ago
Dear Markus,
I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving your complaint, and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's reputation, and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The casino can reopen this complaint anytime.
