The player from Germany has been accused of breaching bonus terms by placing single bets greater than the allowed ones. After a closer examination, we ended up rejecting this complaint as unjustified.
Spin Million Casino - Player’s bonus winnings have been voided.
Amount: €9,000
Spin Million Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Deposit € 20 and received a bonus.
Then I won with the bonus money. I played myself up game after game.
It was then at € 10,000.
I requested a withdrawal and now it is said that I violated the bonus conditions because I made the stakes too high.
What I don't understand is that I couldn't play jackpot games because of the bonus money, but I was able to place the bets.
Now all the money is gone.
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2 years ago
Dear Ivonne,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.
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 and should not exceed 8 EUR, 8 USD, 8AUD, 8CAD, 80 SEK, 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."
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 than 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
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2 years ago
Translation
Additional comments from the player:
"Hello, thanks for the answer.
I didn't know that you weren't allowed to place high stakes because there was no hint. As in other casinos, there is a message that you cannot bet more than € 5 with bonus money.
Unfortunately, this did not happen.
Jackpot games were also blocked. That's why I didn't think anything about it.
Unfortunately, I cannot see the progress of the game.
Also, I didn't play with € 10 or € 20 all the time.
What about the profit. Everything gone too ??? !!!
Thank you for your reponse.
I just looked at Spinmillion and all game histories from that day are gone.
With best regards
R *** Ivonne "
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2 years ago
Thank you very much, Ivonne, for your reply. Could you please advise what was the value of the received bonus?
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2 years ago
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Additional comments from the player:
"Hello.
Unfortunately, I don't know the exact amount.
It was think 40% bonus and free spins.
Found my gameplay.
You can see that I also won with a stake of € 5.
Somehow I can see that the profit is gone with 10 and 20 €. But not that all is gone.
With best regards
Ivonne R *** "
Automatic translation:
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2 years ago
If you have deposited €20 and received a 40% bonus (€8 being the rewarded bonus amount) then the maximum allowed bet during the bonus wagering completion would have been €1,52 (lower than 20% of the total value of the Active Bonus credited).
Are you aware of placing greater bets than the allowed ones? Thank you in advance for your reply.
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2 years ago
Translation
Additional comments from the player:
"I still won in the free spins.
I think I had to convert something into the 2000 €.
Unfortunately, I was not aware that I am not allowed to place high stakes.
Then I wouldn't have done this. As I said, jackpot games weren't meant to be played either. "
"I wrote to the casino to please tell me exactly how high my bonus was and how high my stakes could be.
Still waiting for an answer. "
"I will and thank you first."
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2 years ago
Thank you very much, Ivonne, for the forwarded communication.
Could you please advise if you have found out the amount of the rewarded bonus? According to the abovementioned email, it was €163. Is that correct?
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2 years ago
Translation
Additional comments from the player:
"Hello.
That's Spinmillion's answer.
If I understand correctly, should I place € 8?
Did I understand that correctly?
I don't understand the world anymore 😅.
LG R *** Ivonne "
Automatic translation:
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2 years ago
Yes, you shouldn't place greater bets during the bonus wagering completion than €8 and, according to the abovementioned email, you did.
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2 years ago
Translation
Additional comments from the player:
"But what about the winnings where I bet under € 8. They can't be gone too.
The winnings with the high stakes are very much me, but EVERYTHING !!! ??? "
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2 years ago
If you are aware of placing higher bets than 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.
Unfortunately, Ivonne, there is nothing we can do for you regarding confiscated winnings. If you are aware of placing higher than allowed bets while wagering a bonus, the casino has the right to cancel all the winnings associated with the promotional offer.
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2 years ago
Dear Ivonne,
We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
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2 years ago
Translation
Additional comments from the player:
"I didn't know that I wasn't allowed to place higher stakes. That wasn't my intention, otherwise I wouldn't have placed them that way.
Because, as I said, jackpot games were also blocked. "
Automatic translation:
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2 years ago
I understand completely your point of view, Ivonne. Nevertheless, there’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were forbidden, even if you honestly did not realize you were breaking the rules. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.
After a closer examination, we ended up rejecting this complaint as unjustified. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
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