The player from Germany had been facing issues with SpinsDeluxe casino regarding the withdrawal of his winnings. The casino had asserted a minimum withdrawal limit of 200€, contrary to the stated 100€ on their website. Furthermore, the player's withdrawal of 222€ had been delayed since February 8, 2024. He also reported hidden charges on deposits and questionable licensing of the casino. After reviewing the case, we found that the only issue within our purview had been the delayed payment. However, the player later reported that his withdrawal had been credited back to his gaming account and the casino had refused to pay due to alleged false reviews by the player. Despite our efforts to resolve the issue, the player requested to close the complaint.
Spins Deluxe Casino - Player’s dissatisfied with the overall experience of playing at this casino.
Amount: €657
Spins Deluxe Casino
Safety Index:Very lowOther
REJECTED
Case summary
Hello,
The online casino www.spinsdeluxe.com is simply outrageous and they cheat their customers incessantly.
1. Problem: The issues start with the withdrawal process. On their site, it explicitly states that withdrawals from 100€ are possible. However, I was repeatedly informed that it was only possible from 200€.
2. Problem: Since February 8, 2024, I have been waiting for my first and definitely also for the payout of 222€. I have already verified myself. The payout allegedly takes from 1 to 3 weeks.
3. Problem
All deposits made with VISA except for one, always incurred charges. According to my calculation, I have paid a total of 657.40€ instead of the 602€.
4. Problem (Unfortunately noticed too late): Furthermore, I discovered that they do not possess a license and thus operating here in Germany is prohibited. In this case, the contract is void (ineffective). Therefore, it is my right to recover my loss.
Dear sezer1981,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I will try to address all your concerns.
- Unfortunately, minimum withdrawal limits are often set by the payment provider and it also sometimes depends on the player's country. There is also a chance that this was changed recently and information on the website has not been updated yet. One way or another, this is not something we could penalize the casino for.
- We usually always give casinos two full weeks to process each payment. Since this period has already passed, we will definitely try to help.
- Many payment providers charge transaction fees and currency exchange fees, which are usually out of the casino's hands, and I am afraid that this is not something we could assist you with.
- Lastly, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules. If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. The Spins Deluxe Casino review on our platform includes the following information:
If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs.
It seems that the only issue we can assist with is the delayed payment. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you accumulated your winnings with or without an active bonus?
- Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino 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
Hello. Thanks for the reply. I made the winnings without the bonus. The site still shows that the minimum payout is 100. When I asked where it should be, I was told it was in the terms of use. I read through everything and it didn't say anything about €200.
I asked in 2 chats (unfortunately I forgot to save the history) how long the payout would take and the answer I got was: Payout 7-21 days. When I asked if it could be expedited please, I was told: payout 7-21 days, no acceleration. Very rude in chat.
Thank you very much, sezer1981, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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 sezer1981,
I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Spins Deluxe Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect it to be processed from your side?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
Hello today I wanted to log in
n to check whether the payment has already been completed. I was shocked, the money was credited back to my gaming account. When I wrote to support in the chat, I was told that I had allegedly given false reviews here and that was why the money would not be paid out. I should delete the reviews, only then will I get the money. Incredible. In the attachment you can see that the money was credited back to my gaming accountAnd yesterday I was told that the payment will be made on March 4th. And today again on my gaming account. This is an absolute disgrace
As a test, I just requested a withdrawal again and a few minutes later it was canceled. They are quick but the opposite is the case when it comes to payouts.
Thank you for the updates, sezer1981. Do you have the screenshots of your conversation with the casino support where they told you they wouldn't pay because of your reviews on our website?
Unfortunately it was not sent via email. But I assure you that I was told so.
We have received an email from the player asking to close the complaint, therefore we’ve rejected this complaint as per the explicit request of sezer1981.
We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
