The player from Italy has been accused of breaching the T&Cs and his winnings have been confiscated. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Spin Million Casino - Player’s winnings have been forfeited.
Black points: 88
Amount: €1,000
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.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
4 years ago
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4 years ago
Translation
Good morning, then I made deposits in this shitty casino more than 500 euros is when I came to make the withdrawal of 1000 euros they tell me that I have violated the terms & conditions. I looked in my account in history and 975 euros are won with the money deposited not with spins or bonuses .... I got up to 1150 euros but I could not make the withdrawal, up to 1000 euros he wrote me that I have to turn. I have sent all the necessary documents and they have been approved successfully but I have canceled all the winnings
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4 years ago
Dear Cociu,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you specify which exact rule has been breached, according to the casino?
Please, forward any relevant communication to kristina.s@casino.guru.
I will be waiting for your reply patiently. Thank you in advance.
Best regards,
Kristina
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4 years ago
Translation
12. Players may place single bets of less than 20% of the total value of the credited Active Bonus and must not exceed 8 EUR, 8 USD, 8AUD, 8CAD, 80 SEK, 80 NOK, 580 RUB (as applicable). Therefore, placing a bet of EUR 8 while an active bonus of EUR 100 is active is considered acceptable practice
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4 years ago
Thank you for your quick reply Cociu. Are you aware of breaching this term? Did you place bets more than €8 (or 20% or more of the bonus amount)?
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4 years ago
Translation
I have not made bets over 8 euros. And when I won 1150 euros I didn't get this money, I turned up to 1000 and I lost 150 euros for nothing until I was able to withdraw
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4 years ago
Cociu, could you please forward me your game history? My email address is kristina.s@casino.guru. Also, could you please specify, how much bonus money you received?
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4 years ago
Translation
I only received freespin and from freespin which I received, I won € 10.35
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4 years ago
Cociu, I received your email. I am sorry, but I cannot access your casino account. This would violate the casino's T&Cs, because only you can use your account.
If you cannot find the game history in your account, try requesting it from the casino. If you are sure you didn't breach the maximum allowed bet (because the term is referring to a bonus play), your winnings shouldn't be confiscated and we have to see the game history to prove it.
Please let me know if there is anything new.
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4 years ago
Cociu, is there anything new? Did you ask the casino for your game history? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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4 years ago
Translation
I have been waiting for the chronology to send me already for 6 days
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4 years ago
Thank you for the update, let's wait for a few more days and if the casino doesn't get in touch with you, we will intervene.
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4 years ago
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Hi Kristina, still no response from the casino
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4 years ago
Thank you very much Cociu for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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4 years ago
Hi Cociu,
I looked at your case and understand the situation. I will contact the casino and see what can be done.
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4 years ago
Translation
Hi Peter is there any answer from the spinmillion?
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4 years ago
Hi Cociu, unfortunately not. We would like to ask the Spin Million Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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4 years ago
Translation
Hi Peter, is there any answer from the spinmillion?
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4 years ago
Hi Cociu,
Unfortunately, there was no reply from the casino. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.
Best regards,
Peter
