Spin Oasis Casino - Player is having a negative experience in the casino.

I feel really ripped off and discusted that these people can treat customers like this. There is no accountability to the casino. Surely their computers would be set up with algorithms ensuring that the amounts provided to customers on their dashboards are correct. I was told prior to Christmas last year from a casino employee that the whole TrueBlue computer systems where being upgraded and that situations like this one would not happen in the future once the upgrade was completed. The upgrade was completed sound November last year!

Dear leoniebutt,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me to ask you a few questions so I better understand the situation.

Would you be able to provide us with a link to the casino website so we can check it out?

Do I understand correctly the issue is related to the amount subtracted from your balance on February 24th?

Did you receive any explanation on why the balance was reduced?

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,

Tomas

Hi Thomas thanks for your prompt reply, the casino is saying that there are mixed funds due to me claiming my free spins when I had more than $5 in my account. Normally the casino will not allow you to claim free spins if you have more than 50 cents in your account. I will attach a copy of my transaction.

Below are the emails from the past week and a copy of my transactions. Please checkout the 24 Feb and the 22 Feb they have inserted a line dated the Dec 13, 1.04am transaction denied. If this was actually denied on the same day as it was requested why did it take over 2 months to notify me? Why was I told that it was still being reviewed? It is all very confusing and the approved ink is in green not red if it was declined

Casino link https://www.balifortune.com

Copied emails below, please let me know if you require anything else.

Kind regards.

Leonie

I have made a withdrawal request 2 months ago and am yet to receive my funds, what is going on?

According to your terms and conditions each department can take up to 5 working days to process! At the moment even if it took them 10 working days this request is still overdue.

This is very poor behaviour on your end and does not encourage me to let my friends know to play your games.

I look forward to hearing from you promptly I hope

Regards

Leonie ***

Leo008

Dear Leonie, 

Hope you are well and safe. 

We can see that your withdrawal is still pending and that is unacceptable.

Please keep in mind that we are doing everything in our power to process it in the quickest time manner.

We sincerely apologize and hope that it will be finalized very soon.

Thank you for your biggest patience.

Sincerely, 

Isabella ***

Dear Leonie,

Hope this Email finds you well!

We truly apologize for this kind of case and for this unexpected delay. 

It's understandable if you feel frustrated and mentally exhausted regarding this, but since our Relevant team has been notified about your case once again, we believe it should be resolved in the quickest time manner. 

Our Payments team is facing a lot of withdrawals on a daily, weekly, and monthly basis and we really apologize that your withdrawal is not processed by now.

​Thank you for your understanding and patience on this occasion.​

Kind regards,

Mia

Hello Leonie,

We hope that you're well,

Our Payments department left a note that your withdrawal was denied because you mixed funds from the deposit and daily free spins. Since that occurred, your deposit was reimbursed to your account on February 24th. 

Kind regards,

Liam 

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Hello Leonie,

We hope that you're well,

Your deposit ($20) was reimbursed on February 24th at 8:37 AM per Casino time. With $20 on your account, you've redeemed daily free spins on the same day at 10:06 AM per Casino time and you've played that out by 10:09 AM (per Casino time). 

We're sorry for the inconvenience. Please check your balance everytime before you claim a new promotion from our Casino. 

Kind regards,

Liam

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Hello Leonie,

Again we're really sorry but you've claimed free spins on top of that deposit and since you've mixed funds the only fair way was to reimburse your deposit. That $20 was the amount of your deposit at the time when the mixing occurred. 

Kind regards,

Liam

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Hello Leonie,

I hope that you're well,

On December 12th (per Casino time) you made a deposit of $20 and claimed a coupon (130% boost). You completed your playthrough at 6:27 PM and after that, you claimed daily free spins at 10:17 PM. You finished playing free spins on December 13th at 0:29 AM and requested a withdrawal afterward. 

Please note that it's a case of funds mixing and therefore it's denied. 

Kind regards,

Liam

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This is exactly the same as I have done on every time I have played the casino and put in a withdrawal you can't go changing the rules just to suit yourselves

I have previously requested and will request a game that you please send me all relevant calculations that you used to come to this conclusion please

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Hey Thomas I was just looking at some transaction and there are heaps of discrepancies which I think have just been inserted to try and justify denying my withdrawal

Thomas the casino are saying that I made a deposit on the 12th and did free spins on the 13th the deposit on the 12th was actually for the 7th if you have a look on the transaction record and the free spins on the 13th were after I I already did my withdrawal request I'm so confused don't know what's going on with them

Thank you very much, leoniebutt, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello leoniebutt,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, can I ask you to please

forward me the e-mails you have received from the casino (adam.m@casino.guru).

We would like to invite Bali Fortune Casino to join the conversation and participate in the resolution of this complaint.

Dear Bali Fortune Casino,

Can you please provide further information regarding the reduction of the player's winnings and the mixed funds? Please forward any supporting evidence to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Dear leoniebutt,

There has been no response from the casino. Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

We strictly recommend staying away from Spin Oasis Casino. I am sorry I could not be of more help on this occasion.

Kind regards,

Adam