Spinado Casino - Player's winnings have been confiscated due to bonus rules.

The Casino imposes abusive bonus rules. I made my deposit and claimed the bonus, but the maximum bet allowed with a bonus is 9.00 reais. If you exceed this amount, a blocking message appears, stating that it is not possible to bet that amount during the bonus. However, when you complete the rollover, they confiscate the balance, claiming you exceeded the maximum bet. Additionally, you cannot double your bet. For example, if you are betting 1.00, you cannot jump to 5.00. There are other abusive rules that you only discover when you try to withdraw, as they confiscate the remaining balance. I tried to dispute this with the company, but I was unsuccessful.

Dear Mesquita1288,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with the casino’s bonus rules and the issues surrounding your balance.

To assist you better and ensure we fully understand your situation, could you please clarify a few details:

• When you initially claimed the bonus, were you informed of the maximum bet limit and other restrictions? Were these terms clearly stated on the casino’s website or in any communication you received?
• Could you provide more details on the specific instances when your balance was confiscated? For example, how much was confiscated, and what reasons did the casino provide for this action?
• Did you receive any error messages or warnings during your gameplay that indicated you were exceeding the allowed bet limit or breaking other bonus rules?
• Have you contacted the casino’s support team about these issues? If so, what was their response, and did they offer any solutions?

If you have any screenshots, emails, or other relevant communications that could help us understand the situation better, please forward them to petronela.k@casino.guru.

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,

Petronela

dear !

it's only been 2 days since my balance was confiscated, the house informs us that the maximum bet is 9.00, usually we are used to playing with maximum bet bonuses of up to 25.00 reais, I have been playing Casino for a long time and all the bookmakers that contain a blocking message when we accidentally exceed the maximum bet, the house does not count because there is a blocking message there, at Spinado Casino there is the same blocking message stating that you cannot place that bet, even when the blocking message appeared I went to the chat and they told me that everything was fine and that I could continue to play normally, this conversation with the chat I have a copy of the conversation in my e-mail, what I am questioning here is, if there is a blocking message when I exceed the maximum bet why do you count if not even the balance has been deducted?

I'll be sending you all the details by e-mail, including a copy of the conversation when I went to the chat and was told there would be no problems.

Hi Mesquita1288,

I have checked the general bonus terms and conditions and this is what I found (here):

The maximum bet size that counts towards bonus wagering and/or the value of bonus rounds is 9 R$. 

Could you please request and forward your game history to petronela.k@casino.guru?

Thank you.

Dear Mesquita1288,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.