SpinsBro Casino - Player's winnings were confiscated twice.

In this casino I received a bonus of 200EUR.

I then hit the jackpot and when I met the wagering requirements I had 1500 EUR.

Shortly after, my balance was 1000 EUR.

The terms and conditions also say that the limit from the bonus is 5x, so I have no problem with that.

However, I then played privately and my balance was 1600EUR, so I applied for a withdrawal,

The balance was reduced to 1000EUR again.

The terms and conditions should have ended when the wagering requirements were met.

If they are applied at the time of withdrawal request, it is not right that my balance is reduced when I achieve the wagering requirements.

We would like a decision on whether the act of reducing the balance twice is justified.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinsBro Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please specify if the bonus you received was connected to a deposit you made, or was it a no-deposit bonus?
• Have you asked the casino to reinstate your winnings? What response have you received?

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you for addressing my complaint.

The bonus is a deposit bonus: I deposited €400 and received a €200 bonus.

The casino contacted me after I submitted my withdrawal request, explaining that my balance was already reduced after I fulfilled the wagering requirements of the bonus and that the €600 was due to a subsequent private wager, but I have yet to receive a response.

Thank you very much, andandjonnyx, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 andandjonnyx,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite SpinsBro Casino to join the conversation and participate in the resolution of this complaint.

Dear SpinsBro Casino,

Can you please provide an explanation as to why the player's winnings have been capped twice?

Thank you.

Kind regards,

Tomas

Casino.Guru

Hello andandjonnyx and Casino Guru Team!

We are really sorry about the inconvenience that you had with this situation it was made a mistake and we are ready to refund this money. Please contact our support team via live chat and they will add it to your account.

Best regards,

SpinsBro Casino Team

A portion of the confiscated amount was returned.

However, not all has been returned.

Apparently the casino does not know the exact value of the amount they confiscated.

There is a small amount left, but if they don't realize it themselves and return it, even if it's only a cent, an unresolved matter is an unresolved matter.

Dear andandjonnyx,

Can you please update me on the missing amount? So I can ask the casino to have a look at it. Thank you.

I stated the amount of the complaint as 600 euros, which means about 600 euros.

The actual amount is known by the casino that confiscated it and the casino sent me an email stating the amount when they confiscated it.

However, the casino seems to be under the mistaken impression that the amount confiscated was exactly 600 euros, even though they say it was their mistake.

I am angry at this response. I am not going to provide any information from this side.

Andandjonnyx, you are already familiar with our procedures. If you refuse to cooperate with us, it may result in the rejection of your complaint. However, I am willing to give this case a chance and will now inquire with the casino regarding the missing amount.

Dear SpinsBro Casino,

Can you please confirm if there is any missing amount that has not been paid to the player?

Thank you.

I understand. I don't want to add too much work for the casino guru, so I will release the email.

The shortfall is only 1.1 euros, but still, we don't want the casino to take any lax action.

I told the live chat that I wanted a refund of 600 euros, which of course meant about 600 euros, and I knew the casino would properly investigate the actual amount.

But the casino did exactly what they said they would do and refunded the 600 euros.

If I had told them I wanted 100 million euros refunded, would they have done so? That is a very sloppy response.

Of course I'm not going to spend a lot of time for a mere 1.1 euros, so if the casino is going to be a pain in the ass, just get it over with already solved. Of course, the casino's sloppy handling will damage its reputation.

Dear andandjonnyx,

I believe we can consider this case resolved. You must admit that thanks to our help, you have received the winnings back. Keeping this complaint open due to a few principles doesn't make much sense and it's not worth our time. I hope you understand this and are glad that your issue has been resolved.

I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru