The player from Germany has been accused of breaching bonus terms by placing a single bet greater than allowed. Therefore, his winnings were confiscated. We rejected the complaint because the player didn't respond to our messages and questions.
Spin Million Casino - Player’s winnings from a bonus have been cancelled.
Amount: €1,900
Spin Million Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Good day,
I had deposited € 30 and received a € 45 bonus. After playing many games, I had won over € 2000. I wanted to have the money paid out to me. I have often requested the payment. Allegedly, documents (identity card or passport) were missing every time. However, I had uploaded these several times.
It wasn't until I uploaded a photo of my driver's license that I received the following email
Hello Christoph,
we have received your withdrawal request. However, this was rejected by our audit team.
We would like to inform you that while checking your payout we discovered a violation of our bonus terms and conditions.
Please note:
"12. Players are allowed to place single bets that are less than 20% of the total value of the active bonus credited and not exceeding EUR 8, USD 8, 8AUD, 8CAD, 80 SEK, 80 NOK (respectively). Therefore, placing a EUR 8 bet with an active bonus of EUR 100 is acceptable practice. "
We checked and we noticed that on the 14th of September you claimed a deposit bonus of € 45. Therefore, the maximum stake allowed must not exceed € 8 .
Our review team discovered a bet of € 10 while the bonus was active, which is a clear violation of our bonus terms.
All your winnings have been voided accordingly and your last deposit of € 30 has been returned to your balance.
To avoid future inconvenience, please read our bonus terms.
* Please note that the system time is based on GMT, while your account history follows your local time zone.
regards
The payment team
Could it be that they can deduct 1900 € profit from me.
I don't remember playing a game over € 10.
Please help me.
Best regards
Christoph M ***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
4 years ago
Dear Christoph,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked promotional terms (https://www.spinmillion.com/en/terms-and-conditions), and I found the term the casino was referring to:
"12. 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 usually reject complaints, in which the player breached the maximum allowed bet, however, it is a different story in case you are sure you didn’t violate this term. Please could you forward your whole game history from the bonus play together with any other relevant communication between you and the casino (if there is any)? My email address is kristina.s@casino.guru. Thank you in advance for your reply.
Best regards,
Kristína
