SpinCity Casino - Player's winnings heavily reduced.

Dear eskobareryk,

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 can understand the whole situation completely. Do I understand correctly that it appeared as if you were playing with real funds after you completed bonus wagering? How much money do you currently have in your casino account, please?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Yes, after I finish wagering I play with real founds . they reduce my balance from ~150.000pln to 250pln after I make withdraw request . On my balance now is 0 pln .

Thank you very much, eskobareryk, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi eskobareryk,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite SpinCity Casino to join the conversation and contribute to the resolution of this complaint.

Dear Peter,

eskobareryk won by playing with the bonus with a maximum withdrawal limit. The balance was corrected according to our terms and conditions:

7.9. The maximum winnings/profit from No-Deposit Free Spins, all Free money bonuses (Free Chips) and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise.

When requesting a withdrawal of funds, the balance is processed and checked; in this case, if the source of the winnings was a bonus with a limitation, the balance will be corrected.

Dear SpinCity Casino team,

I believe the maximum winnings of the bonus were already established when you capped the player's winnings and turned it into a real money balance. Why do you apply the bonus maximum winnings cap to real money balance?

Dear Peter,

The user increased their balance using a bonus that falls under the category of bonuses with a maximum allowable withdrawal limit for winnings. However, the completion of the wagering requirements does not remove the restriction on the maximum withdrawal amount.

Dear SpinCity Casino team,

We don't find it fair to apply bonus rules to the funds displayed as real money. Once the wagering requirement is finished, the max win cap is applied and the funds are transferred to the real money balance, applying bonus rules is unacceptable and it serves as a trap for casual players. This way, if players lose their funds, it's considered to be OK but if they win big, the max win is applied once more. If casinos insist on using such a rule, it should be enforced on the software level. I'm afraid unless the player gets paid in full, the complaint will be closed as unresolved which will affect the casino's rating.

Dear Peter,

We would like to address your inquiry regarding the withdrawal limits specified in section 7.9 of our terms and conditions.

As outlined in the mentioned section, the maximum winnings/profit from No-Deposit Free Spins, Free money bonuses (Free Chips), and additional bonuses to Achievements are capped at €50 or the equivalent in other currencies, unless stated otherwise.

While we understand your concern about the clarity of this limitation, it is important to note that the user explicitly agreed to these terms upon accepting the bonus. The intention behind this provision is to establish a clear framework for the withdrawal of bonus-related winnings.

However, we appreciate your feedback, and we are open to reviewing and potentially refining our bonus policies. We will consider the possibility to adjust our bonus-capping logic for a more detailed and user-friendly experience. Please rest assured that any changes made will be communicated transparently to our users.

At the moment, we are bound by the terms and conditions agreed upon by the user, and any decisions will be made in accordance with them. 

Dear SpinCity Casino team,

We will discuss the issue internally. Regarding your statement:

"However, we appreciate your feedback, and we are open to reviewing and potentially refining our bonus policies. We will consider the possibility to adjust our bonus-capping logic for a more detailed and user-friendly experience. Please rest assured that any changes made will be communicated transparently to our users."

We appreciate that you are open to refining your bonus policies. However, I would say it's crucial to better the user experience. What happened, in this case, is that you displayed the player's bonus funds as real money and let them play until they hit big winnings and then applied a cap on the winnings. This looks like a trap for casual players. If they lose their funds, it's OK, when they win big, let's cap their winnings. I will get back to you after we discuss the issue into more detail.

Dear Peter,

Thank you for your attention to our bonus policies, as outlined in point 7.9.

We would like to clarify that we strictly adhere to the specified limit of €50 or currency equivalent for withdrawals from No-Deposit Free Spins, Free Money Bonuses, and additional bonuses tied to Achievements, unless stated otherwise.

However, we want to emphasize that we can provide conclusive evidence that user winnings are indeed derived from these bonuses. We are prepared to furnish any necessary documentation to support this claim.

Hi, please send all evidence to my email address including the player's game history and log (peter.m@casino.guru).

Dear eskobareryk,

I'd like to ask you a question regarding this statement:

"On my real balance was about 2000PLN , and I still play then I deposit 25PLN using my master card, play a little more and when my balance was about 5000PLN I made a withdraw request to my master card."

Why did you make the deposit of 25 PLN when you had 2000 PLN in your account?

I made deposit becouse when I was trying to withdraw there was info that I need to make a deposit before withdraw so I made it .

I see, in that case, you were familiar with the bonus terms, correct? My question is why did you make the deposit and continue playing if you were aware of the fact that the winnings from the bonus weren't capped? We don't find it fair when casinos cap the players' winnings and display it as real money, and when players continue playing with these funds, the max win/max withdrawal cap is applied again. However, in your case, the max win cap wasn't applied, and if you knew that the maximum you could win was €50, why didn't you contact the support? This, of course, doesn't mean that we ignore the casino's mistake but we wouldn't have this problem if both sides acted differently.

I won from free spin 10.60pln then I wager it and after wagering my balance was 1797.44pln and System send money from bonus balance to real balance so I start playing using real money. Real money is your money and you can use it to play or withdraw or wathever you want.

After wagering bonus when I was playing on real money I was tryin to make a withdraw and there was info "You need to make a deposit before withdraw" so I made a minimum deposit only to meet the withdrawal condition.

I made a withdraw request and after 1 day casino reduce my balance from 150k to 250PLN .

I aksed manager at live chat whats going on and he explained me that sometimes after wagering money go to real balance without reducing and after withdraw request they reduce a diffrence manually. I asked why sometimes system reduce it manually and sometimes dont. and he didnt know the answer. , So in my case diffrence is 1547,44pln (1797,44-1547,44=250pln) . so Casino should let me withdraw my real balance ~150k - 1547,44pln = ~148k

Dear Peter,

We are diligently working to gather ample evidence and require additional time. Your patience is greatly appreciated. Thank you for waiting.

Dear Peter,

Thank you for giving us extra time; it helped us gather evidence. We appreciate your patience. Please check our recent email for more details.

Hi all,

Thank you for your replies.

Dear eskobareryk,

I'm discussing the issue with the casino by email. Since there is some truth on both sides, I suggested a compromise between the casino and you. I'm waiting for the response from the casino.

Dear Peter,

We hope this finds you well. We request a brief extension for the ongoing complaint. Our internal review will conclude within two days. We appreciate your understanding and will promptly provide the necessary information.

Dear Peter,

Thank you for granting us extra time. We've addressed the points in our recent email and appreciate your consideration.

Hi eskobareryk,

I wanted to inform you that since Peter, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Peter possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated.

Thank you for your understanding and continued patience.

Dear eskobareryk,

I received a message from the casino stating that they are considering offering some form of compensation to you. Have you received any offers from them?

No I didnt recive any message from them .

Dear eskobareryk,

We are pleased to inform you that we are willing to compensate your last deposit, from which you received a bonus. Additionally, you will have access to a bonus with the same terms as the one you previously utilized.

Our support agents will be in touch with you shortly to facilitate the process.

Hi all,

Thank you for your replies.

Dear eskobareryk,

We analyzed your game history in more detail and found that there was a point during your gameplay after you finished wagering where your balance dropped by more than 250 PLN. This suggests that if the casino had applied the max win cap correctly, you would probably end up losing the balance. Even though we are convinced that many features in casinos should be applied automatically and this was quite a bad user experience, you would most probably lose the winnings if the max win cap was applied correctly. Secondly, I recommend you always read the Bonus T&Cs properly and as soon as something doesn't appear to be working, always contact the casino support before you continue playing. If the circumstances in your case were different, we would insist on the casino paying you your winnings in full. However, your situation was a bit more complicated. The casino's offer is probably an acceptable option.

Dear eskobareryk,

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.

Hello,

Sorry for my delay but I was consulting about your offer with my lawyer from Curacao and I cant accept this offer.

Peter, as you said , There was some mistake by casino side, and some by my side.

I don't want to prolong this matter, so my offer is that casino will pay me ~20% of my winning and

we can close this case as resolved and everybody will be happy. In future casino will change their script on webiside and there will not be those problem in future.

I

Dear eskobareryk,

As stated above, your balance dropped by more than 250 PLN so if the casino had applied the max win cap correctly, you would most probably end up losing the funds. As much as I would love for you to get a better deal, we can't pressure the casino for the reasons mentioned earlier. The casino's offer is, again, an acceptable option. I'm afraid your complaint will be rejected. I wish I could be of more help.

Best regrads,

Peter