SpinAway Casino Ontario - Player’s balance was confiscated after an unexpected max bet breach.

On 9 pots of gold PC version, MAX bet is beside re-spin. During bonus, a bet size over their ToS limit is not blocked. I looked away while my hand twitched and it span $720 out of nowhere before I even noticed the bet size changed..

Regardless of winning or losing, my balance was confiscated and unfairly lost $720. Both poor game design and poor software preventing your bet size to Max bet $240 from my $1 spins and then confiscates the rounds.

Dear kqphone, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

30.3 The maximum wager when a Bonus is pending, or actively being turned over is CA$5 or currency equivalent. This includes Bonus Buy features, where the total cost of the purchase is applicable. You may lose your winnings if you do not follow this rule.

Our position is closely explained in Fair Gambling Codex. The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. 

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is veronika.l@casino.guru. 

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Best regards

Veronika

Hey Veronika,

I find it really frustrating that the site doesnt have any software that blocks your bet size that matches their ToS. The "Max Bet" button is 1px away from the rebet button on PC 9 Pots of Gold slot. I've accidentally hit it on other casinos too and they've had software to warn me.

Their max bet size is also ridiculous. 1 Misclick costs you $240. In this case, costed me $240x3.

After asking support, whether I would have won or lost, the money was lost which was the most frustrating part.

They're lazy with their software and limitations and I could see lots of people falling for a ToS breach.

I understand your frustration. However, as I mentioned before, the maximum bet is an industry standard and we do not penalize the casinos for having it.

Due to this reason, the complaint will now be rejected. 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 any issues with this or any other casino in the future.

Kind regards

Veronika