SpinsUp Casino - Player’s withdrawal is delayed due to bet claims.

Hi so after winning 10000 the casino has come back saying that I have breached my Max bet will having a bonus which I believe is not possible after stating that I believe this is incorrect and requesting my game play history that will show were this took place. I have been told that it will take one /two months to get which I believe it ridiculous. As they seem to be able to review such information to say I breached it so I can't see why it takes so long to be able to provide that information.

Hello xmltvg,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SpinsUp 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 if yes, since when exactly?
• What kind of bonus did you play with?
• Can't you access the betting history from your casino account?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Could you please advise if your account is already verified and if yes, since when exactly?

Yes verified by the support people even though it still shows a orange exlimation mark next to verification.

What kind of bonus did you play with?

Bonus was

Can't you access the betting history from your casino account?

Only Shows the last 50 plays

When was the last time you spoke to the casino and what was it about?

Today they cancelled the last withdrawal request which again I requested the game play to prove this

They keep sending me

Dear Player,

We found out that you have exceeded the maximum bet limit while playing with an active bonus. This is a violation of our bonus terms and conditions, specified on our website. Due to this violation, we had to confiscate your winnings gained from the bonus and leave the deposit amount on your balance. Thank you for understanding.

Best regards,

Spinsup Casino Support

Which I reply I want the play history to support this .

Seems like it's just going around in circles

?

Ok no reply

Dear xmltvg,

I hope you're doing well. Could you confirm if the last 50 logs you mentioned were from the time when you still had the bonus? If so, kindly forward them to nikolas.b@casino.guru for further review. Additionally, could you please specify the types of bets you were making, including the highest bet and whether you purchased any bonus features within any game?

Looking forward to your response.

Best regards,

Nick

Have sent my history they provided show some weird abnormalities

Thank you xmltvg for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you Nick, Again I appreciate the time.

Look forward to hearing Michal.k input into this matter.

Hello xmltvg,

I'm Michal and I have taken over your complaint. I have reviewed your case and although there were bets placed by you that exceeded the max bet limit when you previously had a Free spins bonus activated, however, this does not seem to be related to your recent gameplay in October. I will contact the casino to shed more light on this matter.

We would like to invite SpinsUp Casino to join the conversation.

Dear SpinsUp Casino,

I would like to inquire about the specific conditions that lead to a player being considered in violation of the maximum bet rule. After examining the player's game log for October, it seems that the bets made adhered to and, most of the time, were well below the maximum bet limit of 7.5 AUD/NZD/CAD as specified in the bonus terms and conditions. Therefore, I would appreciate it if you could indicate any instances where the maximum bet rule was violated and confirm whether there was an active bonus at that time. If there are any details that cannot be disclosed publicly, I would appreciate it if you could send them to my email at michal.k@casino.guru

Hi Michal,

We have emailed you the information requested.

Let us know if you need anything else.

Kind Regards

The SpinsUp Team

Thank you for the provided information and evidence, SpinsUp Team.

Dear xmltvg,

I was provided with evidence supporting the casino's decision.

Although we believe that the maximum bet should be automatically implemented by the software to prevent players from unintentionally breaching this rule, it is not yet an industry standard as every casino uses its own platform software. Given that you placed not just one or two but multiple bets that breached the maximum bet rule while playing with a bonus (particularly the Bonus Store Free Spins) way above the limit, we cannot attribute the breach to be just a mere coincidence, and the casino has acted in accordance with its terms and conditions.

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's bonus terms and conditions - breaching the maximum bet rule on multiple occasions while playing with the bonus.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru