SpinsBro Casino - Player accidentally canceled a bonus.

I made a deposit of 1000€ into this Spinsbro Casino on 1/17 and received a bonus of 2000€.

The betting condition was 80000€ and today, while enjoying the game, the remaining betting condition had come down to 500€.

When I tried to scroll the bonus page to check the progression, I accidentally hit the cancel button for the bonus.

There were no warnings or texts asking if I was sure about the cancellation, and I was very surprised and saddened to see the bonus had been cancelled.

When I contacted chat support, they told me it was impossible to restore the bonus.

For me, 1800€ is a large amount of money, and I had no intention of cancelling the bonus, I wanted to continue playing and enjoying the game.

While I admit it was my mistake, I had no intention of cancelling.

I wish to have the bonus restored.

Dear easygoinglife0125,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, the vast majority of casinos cannot restore the canceled bonus and it is very common that after the player cancels the bonus (by accident or not), the entire balance associated with this bonus is canceled as well.

Which bonus did you play with?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

thank you for your reply.

We will send communications to the email address you provided.

I am fully aware that it was my mistake, including the rules, but

The cancellation was unintentional as only 500 of the $80,000 required bet remained.

Regarding the cancellation, this happened while I was checking the remaining details on the bonus page.

I would like you to consider that.

Thank you very much, easygoinglife0125, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.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.  

Hello, easygoinglife0125,

I am sorry to hear about your unpleasant experience. Now I would like to invite SpinsBro Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear SpinsBro Casino team,

After reviewing the player's issue, it looks like he very likely unintentionally cancelled his active bonus shortly before the wagering requirements were met.

Do I understand correctly that he accumulated the disputed winnings only with bonus funds after his real money deposit was lost?

Is there any pop-up asking players for confirmation of the action, or is bonus cancellation made only by clicking one button?

Although we completely understand the situation, we believe that it was an honest mistake on the player's side, logically, so we would like to ask you about available options, if there are any. Would it be an option for the casino to restore the bonus or provide the user, for example, with a good bonus with more beneficial conditions, or any other form of compensation as a gesture of goodwill, and maybe to not lose a depositing customer(s)?

Thank you in advance for providing the information.

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 easygoinglife0125,

Just letting you know that I managed to connect with the casino representative outside of the thread.

Since they asked me for more time to investigate the situation, I am currently waiting for their response and so extending the timer once again. So let's wait for the result.

Thank you for your patience and understanding.

Hello Branislav and easygoinglife0125!

Hope you are doing well today!

We are sorry for such a situation but we can't find any mistakes from our side.

In other hand we are ready to prepare some sorry bonus for easygoinglife0125 like 50 FreeSpins.

Please let us know if can be interested in such bonus.

Best regards,

SpinsBro Casino Team.

Thank you, SpinsBro Casino Team, for your response.

I sincerely believe you mean at least a bonus with better conditions since we are talking about only an unfortunate mistake on the player's side and a relatively high disputed amount, while he was close to meeting the WRs. If he had not mistakenly cancelled it, the casino would have had to pay much more to him.

Dear easygoinglife0125,

Unfortunately, since there is nothing we can do to help you with the disputed winnings, can you please confirm or deny the casino's offer presented above, as a way of their goodwill to compensate your unwanted loss?

Dear Spinsbro Casino,

Gasinoguru officials

thank you for your reply.

It's too far removed from the disputed prize,

I am full of surprise and sadness.

In this case, I admit that I accidentally pressed the cancel button.

However, there was no pop-up to reconfirm the cancellation, and the order was canceled without any confirmation.

I ask again.

I had a balance of 1800€.

On the other hand, I only had to bet the remaining 500€.

Therefore, after acknowledging my mistake in canceling,

We will re-claim the prize money of 1300€.

I was surprised because the proposal for relief was so harsh.

For Spinsbro Casino,

We hope that players will be lenient in responding to even the slightest mistake.

Hello Branislav and easygoinglife0125!

We have discussed once again your case and we have another offer for you.

360 euro bonus with wager x5.

What do you think about it?

Best regards,

SpinsBro Casino Team.

Thank you for your reply, Spins Bro Casino.

The difference between the amount I'm looking for and the amount I'm looking for is too big, why?

There is a difference of 1000€ between your proposal and my request.

I understand that this is difficult to accept, but

I have made an initial deposit of 1000€.

On the other hand, I was surprised that 360€ was so low.

We ask for a more sensible response.

Dear SpinsBro Casino Team,

Thank you for your reconsideration and the update. We appreciate your pro-client approach.

Dear easygoinglife0125,

I feel a strong need to clarify a few things here:

• The difference is there because of a mistake made on your side
• You are really not in a position to negotiate or set conditions
• There was a communication between me and the casino outside of the thread, where we agreed on a better bonus, and the casino came with a new offer
• Thanks to this new offer, we went from literally nothing, through 50 FS, to a 360€ bonus with very good conditions
• Even if it could maybe mean other players would read about the matter in the future, please note that the casino is not obliged to provide you with anything in this case as compensation

In addition, I would like to point out these casino's bonus rules (available HERE):

"6. You need to wager the bonus amount a certain number of times before any proceeds from that bonus can be withdrawn.

9. When using an activated bonus, your withdrawable money should be used first and then your bonus money."

To clarify - since you played with a bonus, it means your real money deposit was lost, otherwise, you would not have been able to play with bonus funds. The wagering requirements were not met because unfortunately, you cancelled the bonus prematurely.

Now, I will simplify it a bit and not drag it unnecessarily out.

Do you agree with the new offer from the casino or not?

Please note that in case you decide not to accept the offer, the complaint will be closed/rejected.

Thank you for understanding. Looking forward to hearing from you.

I'm not completely convinced, but

Agree.

Another point of concern is that when I checked the bonus page,

No cancellation pop-up will appear.

Is it possible to request improvements to these pages?

I think there will be people, including other players, who will make mistakes in the future.

Thank you for your confirmation, easygoinglife0125.

Please note that, if I remember correctly, we even rejected such cases immediately in the past. We gave this one a chance only because we are talking about a better casino here, which could have been able to provide you with some compensation.

Now, I will ask the casino to credit you with the offered bonus, and after confirmation from the casino representative about it, I will wait for your confirmation it has been successfully done.

As for the casino's system or pop-ups, yes, I will recommend the casino improve this upon complaint closure. However, it is still players' responsibility not to cancel their bonuses, even unintentionally.

Dear SpinsBro Casino Team,

Can you please credit the offered bonus with better conditions to the player's account and let us know when it is done?

Good day everyone!

The bonus is now active!

We think the situation is clear right now and the complaint can be closed.

Thanks to all sides for your patience and understanding!

Best regards

SpinsBro Casino Team!

Thank you for the update.

Dear easygoinglife0125,

Can you please confirm the above-stated? Has the compensation bonus been credited to your account?

I received my bonus.

Thank you to the casino and casino guru for your support.

Thank you, easygoinglife0125, for confirmation and for using the Casino Guru complaint resolution centre. I know it was not completely according to your expectations, but considering the circumstances, I am very glad we were able to achieve at least such a solution. As the issue has been successfully resolved, I will now mark your complaint accordingly in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, SpinsBro Casino Team, for your cooperation and willingness to reconsider your initial decision.

Anyway, as was mentioned above, since it is not very user-friendly to let players simply cancel their bonuses by only clicking one button, even unintentionally, we would recommend the casino implement at least a window/pop-up asking players to confirm such an option with the relevant information about consequences before performing the action.

Best regards,

Branislav, Casino.guru