SpinsUp Casino - Player's payout is delayed and disputed.

I won a feature on a game and the last spin (10/10) I won $836.16 the game only paid that spin out like $7. I sent video proof to the support team but they responded with the following email.

Dear Ross,

We want to inform you that our team double-checked with game provider and due to games rules there was no error from their side, funds have been added accordingly to games T&C and winnings were calculated correctly.

Should you have any questions or doubts, please do not hesitate to contact us via email or via live-chat.

Best Regards,

Spinsup Casino Support

Ticket ID: JHUS4P

They have not responded back to my email.

I am still awaiting a proper response regarding my payout discrepancy. Given that I have already contacted Belatra, the game provider, and they are conducting their own investigation, I expect a transparent and detailed breakdown from your end explaining how my winnings were calculated. If there was no error, I request verifiable evidence proving that my payout adhered strictly to the game’s terms and mechanics.

Failure to address this issue promptly will leave me with no choice but to report this case to the Curaçao Gaming Control Board and other relevant consumer protection authorities. Please provide a full and substantiated response by tomorrow.

Sincerely,

Ross

im happy to email casino guru a video link of the spin in question.

Dear 98h8qjv49n,

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

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

• Kindly share supporting evidence of the winnings not being credited with me.
• If you have access to your gaming history, please share it with me as well and highlight the exact moment of the incident.
• My email is [email protected]

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

Dear 98h8qjv49n,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.