The player from Berlin has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. He later noticed that his winnings were reduced. We ended up rejecting the complaint because the winnings were capped in compliance with the bonus T&Cs.
SpinsBro Casino - Player’s withdrawal has been delayed.
Amount: €2,000
SpinsBro Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
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10 months ago
Translation
Ladies and Gentlemen,
I had a good experience at Spinsbro .. but in the current case I no longer had the coins, I exchanged them for €200 in bonus money and I successfully implemented it x50. In the end I was up to €2080, which I had in my account. It was also successfully converted into real money converted when I requested 3 withdrawals which were approved in the amount of 1200€ when I signed up again
my account has been blocked. Wrote the live chat they opened it again! And what do I see? 880€ are just gone! The live chat confirmed to me that I would receive everything if I implemented it x50 and I have that too and now 880€ are gone there are only 1000€ left as 800€ for payment and 200€ in the account (real money) something like that doesn't work at all! !! I hope the Casino Guru team
help me ! I mean 1080€
still receive many thanks !
Automatic translation:
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10 months ago
Dear denizdeno,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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10 months ago
Translation
Hello dear team, it's about the fact that 1080€ have simply been deleted, had 2080€ for payouts, had played with bonus money and I was told that I CAN PAY OUT EVERYTHING if I have successfully implemented it and I did that too. Now I am told that you can pay out a maximum of x5 € had 200 € bonus! That doesn't work at all! The 1080 € should pay me too!
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10 months ago
Thank you for your reply, denizdeno. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.
I checked the general bonus T&Cs and I found this:
"11. The maximum withdrawal amount of bonus funds is x5 of the received bonus balance."
Usually, the maximum cashout limit stated in the bonus T&Cs applies to all bonuses, unless stated otherwise. Could you please provide any evidence that the casino informed you that this specific bonus didn't have a maximum cashout limit? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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10 months ago
Translation
Hello Kristina, thank you very much for your answer🙂 I sent you everything by email..
Automatic translation:
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10 months ago
Thank you for the email. Unfortunately, I don't see anywhere that the casino informed you prior to activating the bonus offer that it had a special maximum cashout. I am afraid that in this case, we cannot force the casino to pay your entire winnings because it seems that they have been seized in compliance with the bonus T&Cs.
Please, let me know if there is anything else I could help you with, or if I have overlooked something, otherwise I will be forced to close this complaint. Thank you for your understanding.
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9 months ago
Dear denizdeno,
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.
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