Spinago Casino - Player's account issue involves loss limit confusion.

On the 28th August 1.39am I set a loss limit on my account of $10 per day. I had a balance of $31,000 I couldn’t withdrawal till new month. Go figure!! I knew I needed the help so having a loss limit I couldn’t waste the money I couldn’t afford!

next morning I brought a $0.30c feature then $1000 $1000 $2000 $2000 $2000 $4000 features and stopped at $21,000 even while having a active loss limit.

I was responsible and set a loss limit they now claim loss limit is on profit only. Makes absolutely no sense at all I shouldn’t have been able to purchase any features above $10

i want my full balance back and withdrawn asap

Dear Sosij,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinago Casino.

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

• Have you requested a refund of the lost funds from the casino? With what result?
• When did you request a withdrawal of your winnings? Is it still pending in your account?
• Is your loss limit still in effect?
• Could you please share your communication with the casino regarding the loss limit and withdrawal of your winnings? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi, I have opened several tickets and emails and gotten no where loss limit still active on the account. I wasn’t allowed to withdraw my balance until the 1st of this month as they only allow $75,000

per month 😕

I will attach what screenshots and correspondence I have from them. I have now requested my remaining balance to be withdrawn but that is over $10,000 less then it should be. When limit was set I had a balance of $31,000 that shouldn’t have been able to be spent. $10 a day was the limit I done this so it would be available when new month was here so I could withdraw I will email you transcripts of the buys also showing no profit so there explanation of loss limit doesn’t make sense I was never in profit.

Thanks for your patience.

I checked the responsible section of the casino where the limit is explained in the following way:

https://spinago.com/responsible-gaming

Loss Limit. A limit on your losses in the casino for a day, a week, or a month. Please note the loss is based on the initial deposit and not winnings attributed to the deposited amount. If for example you deposit €50, put a Loss Limit of €10 and then go on to win €1,000, you can still lose more than €10 of the €1,000 balance as it is based on the initial deposit instead of the winnings.

As such the limit seems to follow your most recent deposit instead of accumulated winnings.

Could you please specify your current balance and the status of any withdrawal requests?

So my balance was $30,000 I then set my loss limit! I shouldn’t have been able to spend more then $10 of that amount I have tried this again the other day I bet $1 my limit was $9 then bet another $1 the limit was $8 saying reset in 24 hours

i withdraw all of remaining balance it sat pending not processed for 6 days! I then cancelled it as I thought they were never processing it lost 95% of it ended on $3000 withdrew it and demanded account to be closed permanently and delete all my records funny that withdrawal was processed same day. Go figure

Thanks for the update and the explanation.

Has your casino account been closed per your request?

Is there any evidence you recorded of the attempts to test the loss limit again you might share with me? My email is tomas@casino.guru

Dear Sosij,

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.

Hi, sorry for the late reply I have set a loss limit and replicated this showing I shouldn’t have been able to wager the balance I started with

my partner deposited $100

loss limit set at $10

spun $1 bets on the 11th bet it was declined.

we then deposited $50 more and waited for the loss limit 24 hours period to renew we then tried again and only $10 was able to be wagered. Not the total blacked line they are trying to claim I will attach

I haven’t tried to log in again will try

When the 24 hour period started again what ever my balance was ($31000) I shouldn’t have been able to loose more then $10 of that balance so it shouldn’t have been able to reduce lower then $30,990 regardless of the wins!

Could have won $5000 so balance was $36,000 yes I could wager that $5000 but as soon as balance was $30,990 account should have shown error messgae as per video I have emailed

As you can see by the video this proves I shouldn’t have been able to reduce my balance by more then $10

rbere obviously was a error there end that allowed it to happen so therefore I should be refunded Tomas I have emaiked

you two videos

Thanks for your emails.

Since the loss limit is based on your deposit amount I am afraid the casino's loss limit explanation still applies.

Having deposited 100 dollars as an example, setting a loss limit of 10 dollars, the loss limit will stop you from further playing only after your balance reaches 90. Even if you win more with the 100 initial dollars, the loss limit will not prevent you from achieving a higher balance, nor prevent you from losing balance if it means you are above the 90-dollar threshold.

The situation where you win more than your deposit and decide to set a loss limit is precisely mentioned in the description of the loss limit.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.