Spins Deluxe Casino - The player's withdrawal got canceled.

I deposited £100 with no bonus. I won £1145 a withdrew that amount. Later in the day I did a couple more deposits and took a bonus. This had nothing to do with my First deposit. The casino are now saying I have a wagering amount and cancelled the £1145 and sent back my 1st deposit. My complaint is as no deposit was taken on 1st deposit the £1145 should be paid

Hello simongoldsmith1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spins Deluxe Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? When did you request for the first withdrawal and how long after that was it rejected? Is it possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good afternoon. I placed a £100 deposit with no bonus request. Whist using that I had a win and with what was left of my £100 totalled £1145. I requested to withdraw and they said my account needed verification. I went through this and was verified. I did the withdrawal via bank transfer which they said would take 7-21 days

The email came back in the

evening saying the above

As you can see from the transaction is was 1077 win

This is when I deposit £100 with no bonus so should not attracted a wagering limit

Good afternoon are you able to update me on this please as £1145 is a lot of money

Hello simongoldsmith1,

Is it possible to attach your bonus history or current bonus status from your casino account?

I have looked at the deposit history and it does not show any bonus added. I did not take a bonus on the first deposit and only took a bonus after I had withdrawn the £1145 and played again with a £100 deposit I then took the bonus. What they are saying is the later deposits with bonus have been added to the first deposit we’re I took no bonus

Hello simongoldsmith1,

If there is a clear bonus history, would it be possible to forward at least the deposit history or the full betting history (if downloadable from the website) and also forward it to nikolas.b@casino.guru?

Dear simongoldsmith1,

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.

Good afternoon the only transaction history I can see is what I have sent. You cannot narrow down the transactions all it shows is what I sent you

Hello simongoldsmith1 and thank you for all the information provided so far. As we would still require more information of what exactly happen, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hello simongoldsmith1,

I'm Michal and I have taken over your complaint. I have reviewed your case and Just so you know Spins Deluxe Casino was not much cooperative in solving player complaints with us in the past, however I will try to contact the casino to shed more light on this matter.

We would like to invite Spins Deluxe Casino to join the conversation.

Dear Spins Deluxe Casino,

Can you please provide more information on why the player's withdrawal was not processed? If there was a bug as you mentioned in the email sent to the player previously, can you share more information about this?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear simongoldsmith1,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal