Spin Million Casino - Player’s bonus winnings have been voided.

What they saying to me is i breach the bet on the bunos. All i remember i played thru all wagering bunos

Dear Dexter,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. Do I understand correctly that you have been accused of breaching the maximum bet rule while completing bonus wagering?

I carefully checked the Bonus Terms on the website, and this is what I found https://www.spinmillion13.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, Finland and Norway, 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."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Yes I felt that they overlooked my winnings

Dear Deckie,

The emails you have sent me, contain no game history. You should be able to access it in your account or request it from the casino. No third party should access your account. Sharing your login information is forbidden in T&Cs and it may lead to an account closure if it’s accessed from different IP addresses. I strongly recommend against sharing this kind of information in the future.

I’ll be waiting patiently for the required information. Thank you in advance for your cooperation and understanding. 

Yes sir i resend it the game history to you again let me know if u still did not get it.

Thank you vey much

Additional comments from the player:

"Hi Sir, i think what they are refering to is the bonus on February 6 for $15 can. According to the email that sent to me by them.

Here is the copy of the email fom them."

Dear Deckie,

I haven't found any bonus, in your bonus history, redeemed on the 6th of February. Could you please check again?

Dear Deckie,

I haven't found any bonus, in your bonus history, redeemed on the 6th of February. Could you please check again?

Additional comment from the player:

"Not even on the 6th of Feb there is none thats why im confuse but on there email the bunos from the 6 of Feb"

Since the player is not aware of redeeming any promotional offer on the 6th of February and therefore breaching the max bet rule the only possibility to clarify this issue will be contacting the casino. 

I will now transfer your complaint to my colleague Nick 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.

I would like to ask Spin Million Casino to join us and help us resolve the player's issue.

Thank u Nick thats good idea

what's going no?

What should we do did not reply to our request

Unfortunately, the casino did not respond to us. We will now try to contact them again and give them 7 days to asnwer. However, if we still won't be able to reach them, the complaint will be closed as unresolved which could lead to casino's rating deduction.

Unfortunately, we still haven't receive any respond from them. We will be forced to close the complaint as unresolved as the casino is non responsive for over 2 weeks. I'm really sorry that we could not help you more with this case. However, the complaint could negatively affect the casino's rating, but as you see it's already 0/10. I really recommend you to try a different casino with a higher rating where people experience much less or non issues withdrawals. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly try to help.

Best regards,

Nick

Casino.guru