Spinago Casino - The player's winnings were voided.

I deposited $50, played with it, the manager without my knowledge or approval gave me a bonus, I won $4000 and requested a pay out but canceled it to play a bit more leaving myself with a $2000 payout, I then used the rest to which I ended up winning $8000 but played it down to $6000 and withdrew the $5000 so that added up to $7000, they continued to let me play like normal until they seen I had won big and are now refusing to pay me because they’re saying I bet to much on a bonus I didn’t ask for nor did I want, I tried to resolve the issue with their onsite chat but they kept saying the same thing, I provided a screenshot showing I did not ask for a bonus and they still refused to pay the money I won fair and square

Hello Roachie,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinago Casino. Please allow me to ask you a few more question before we would move forward.

Could you please specify what bonus did the casino credited you? Did you receive any kind of terms which were connected to it? Are you able to check your bonus history within your casino account? When was the last time you did deposit and how much was it?

Looking forward to your answer.

Regards,

Nick

That’s the thing they can’t tell me what bonus I got, all they could say was the manager gave it to me as a vip, the deposit was $50 I have a screenshot to support my claims but when provided to them they refuse to acknowledge them

Hello Roachie,

Could you please forward the screenshots to nikolas.b@casino.guru? If you could access your betting history or request the casino for it please forward it as well.

Regards,

Nick

Hi nick I have forwarded on the screenshots to you

Thank you Roachie for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Roachie,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Spinago Casino to the conversation to participate in the resolution of this complaint.

First of all, Matthew Roach, we apologize for all the inconveniences caused. 

There were some issues with a system and bonuses.

We tried to do our best for the player. Now, we try to communicate with him, but there is answer.

And we will be happy to receive any information from him.

Hello Roachie,

Since the casino tried to get in touch, please try to respond and see if there's a possible solution to the issue.

Hi Roachie,

Has there been any news?

Dear Roachie,

We are extending the timer by 7 days. Please, be aware that in case you fail to comment on your complaint in the given time frame, we will reject your complaint.