The player from Switzerland had his winnings capped as they have been accumulated from a cashback bonus. We rejected the complaint because the player didn't respond to our messages and questions.
Spinia Casino - Player’s winnings have been capped.
Amount: €80,000
Spinia Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Hi
I played online at this casino. I first won 60,000 euros.
I have requested a withdrawal. The casino wanted me to have a passport copy of all the submitted documents, a copy of the ID. Then I should send you a selfie with the passport in hand. I did everything. I didn't have a good feeling. I canceled the payment and continued playing 10000 euros.
now I've been at 80,000 euros.
the casino is ready to pay me 10,600 euros. You don't pay the rest.
reason: see mail in the appendix.
I have now requested a payment from the 10,600 euros. Is it better to wait for this money to arrive before we respond?
I hope you can help me.
Automatic translation:
Public
Public
4 years ago
Dear Bashkim,
Thank you very much for submitting your complaint. I’m very sorry to hear about your capped winnings. I have checked promotional terms, and this is what I found https://www.spinia.com/promotions:
"The maximum winnings that will be paid out resulting from a cashback bonus, comp points bonus, tournament bonus, any deposit bonus except welcome bonus, personal VIP bonus or the weekly bonus will be 10,000 EUR/USD/CAD, 100,000 NOK, 50,000 PLN.
Please note that any amount in excess will be forfeited prior to requesting a withdrawal.
It may take up to 14 business days to review each specific case."
Could you please advise how the bonus has been activated in your account? Was is automatically added to your account or you have opted for it? Could you please forward your "bonus history" if it is visible and accessible in your account? My email address is 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
Public
Public
4 years ago
Translation
Hi
I have not selected a bonus. I also did not check the fields "no bonus" and "no lottery tickets"
I didn't enter a bonus because I don't like to play with bonus. I also didn't know that a bonus was being drawn in the background.
Edited
Automatic translation:
Public
Public
4 years ago
Dear Bashkim,
Thank you very much for forwarding the screenshot of your account. Unfortunately, you didn’t thick the option "not to receive bonuses", hence, you opted for bonuses. Sadly, if the casino shares all the relevant information on its website, there is not much I can do for you in this matter. It is not unusual for casinos, to put maximum cash out on the bonus play. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
Public
Public
4 years ago
Dear Bashkim,
We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
Public
Public
4 years ago
Translation
Hello
so I don't understand you completely. It contradicts itself. If I don't enter a bonus, I don't get a bonus. If I enter something then I get a bonus. I didn't enter one. It is quite misleading.
violations of the casino:
- players from Switzerland admitted
- bonus system contradicts itself
- have not received any payments so far
Edited
Automatic translation:
Public
Public
4 years ago
Dear Bashkim,
Thank you very much for your reply. I have checked terms and conditions, and Switzerland is not listed between restricted countries. The only partial limitation for Switzerland is related to NetEnt games.
With regard to your personal preference regarding bonuses, please see below 2 options:
1) Box is ticked = you don’ want to receive any promotional offers
2) Box is empty = you wish to receive promotional offers.
Could you please confirm that you have completed KYC account verification successfully and advise once again which option for the bonuses you have opted for? Have you left the box empty or it has been marked/ticked? Thank you very much.
