The player from Switzerland faces an issue of having their account reset to 20 euros after winning 238 euros, with the casino claiming a violation of the max-bet rule during a single accidental bet. After attempts to communicate and explain the situation, the player feels the casino's actions are disproportionate and unprofessional, demanding a reversal of the decision.
SpinJo Casino - Player's winnings are confiscated due to a minor rule violation.
Amount: €238
SpinJo Casino
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Waiting for Casino Guru to reply
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Case summary
2 days ago
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3 days ago
Translation
Dear CasinoGuru Complaints Team,
Please excuse me in advance for the length of this text. I'll do my best to focus on the crucial points and explain my arguments thoroughly.
This relatively new casino is known to be part of Hollycorn, which is why I decided to give it a chance, despite its mixed reviews, and took advantage of the generous 200% and 200 free spins first deposit bonus.
I managed, through a long night of gaming, to meet the wagering requirement on my 20 euros and requested a withdrawal of 238 euros.
The next evening, I noticed, without any prior notification, that my balance had been reset to 20 euros (I’ve attached screenshots) and the withdrawal was denied. I found this quite unsettling, especially from such a large player in the industry, as they didn't even bother communicating with the customer.
In the chat, they said I violated the max-bet rule.
Dear CasinoGuru Team, this sounds severe, but please consider all aspects and arguments.
Firstly, I must mention that in roughly 10 hours of slot play that night, I definitely made over a thousand tiny bets ranging from 0.05 to 0.25 EUR, and ONE single bet was made by mistake.
For context: my girlfriend was visiting for two days (she lives 40km away), and I was explaining some things about casinos to her. At one point, while explaining how bonuses work, I mentioned that there are usually bet limits when playing with bonuses, and it's usually impossible to exceed those. Honestly, please be truthful here: in probably 95% of casinos, an error message appears if you try to place a bet over the allowed amount, and until that night, I thought this was the case 100% of the time. I wanted to demonstrate this error message and quickly bought a bonus, only to be surprised that it went through.
What I believe is also crucial here:
1. I had a return of about half, so I didn't gain any advantage. Had I gained any advantage, I would have immediately contacted live chat to explain and request its elimination.
Of course, I learned my lesson, and this was a one-time occurrence in all those hours of playing.
The casino could easily prevent breaking the max-bet rule through software like 95% of others do, but given their disproportionate actions, it feels like they choose not to block it deliberately.
I tried explaining the situation in a detailed email, but unfortunately, I received no response. The live chat agent (see attachments) didn't address my arguments at all.
I want to state that I am aware I broke a minor casino rule. I had no advantage from this mistake (nor did I want any, and I would never buy a bonus knowing that 95% of the time "wins" are lower), and it is absolutely disproportionate to take someone's winnings for a one-time mistake over an entire night. The casino can prevent these kinds of errors through software but, unlike most other casinos, they do not. In my eyes, the casino holds substantial responsibility for not preventing this, and unlike the customer, they even benefit from it.
It's regrettable, especially from such a significant player in the industry, to handle the situation without any communication with the customer and without admitting they benefit from this and do nothing to prevent it. It seems like an intentional trap (how easy is it to make a mistake on a small device?) from which the casino benefits and acts disproportionately.
I understand that customers, who are new, make minimal deposits and win big with a bonus, are not a casino’s ideal target group. Still, such a major player should approach the matter with fairness and professionalism, especially if no advantage was gained by the player. Any reputable company and individual would do the same!
Dear CasinoGuru Team, my hope is that you can relate to my arguments and also find the casino's actions disproportionate based on the circumstances and facts. I believe the whole situation clearly contradicts fair gambling principles, especially since it's a very small amount in this case.
David
I've attached my email to the casino; there was no response within 72 hours, and upon further inquiry in chat, they just reiterated the same points. Of course, they take the stance that the customer violated the rules, but everyone makes mistakes sometimes, and there was no disadvantage to the casino nor any advantage to me.
Automatic translation:
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2 days ago
Dear hugbearli,
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:
2.2. Limitation of the maximum bet while wagering: 5 EUR (5 USD; 50 NOK; 7.5 AUD/NZD/CAD; 400 RUB; 100 ZAR; 500 INR, 30 BRL, 0.00012 BTC, 0.003 ETH, 0.09 LTC, 0.025 BCH, 75 DOG, 5 USDT, 12.5 XRP, 0.02 BNB, 20 ADA, 70 TRX). Max. bet limit includes bets doubling after a game round has been completed, bonus rounds (purchased within the game).
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, however, we know accidents happen.
- Could you please clarify how much the bet that breached the limit was?
- Do I understand correctly that you won this bet?
Please, forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@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,
Kristina
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