The player from Germany has been accused of breaching bonus terms by placing single bets greater than the allowed ones. We rejected the complaint because the player didn't respond to our messages and questions.
Spintropolis Casino - Player’s bonus winnings have been voided.
Amount: €700
Spintropolis Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.4
Spintropolis Casino has a Safety Index of 2.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
So my account has been completely set to 0, I'm currently still with the soport. I put the letter for the complaint at the casino here. Dear Casino spintropolis.
A gift of 4 euros was credited to my account, so I was lucky and played my way up to 700 euros. I then wanted to pay out half of the time. I sent all my documents to the casino 1 day later, when I received the statement of the payout. I should have made any bets that violated the terms and conditions.
That's not entirely true. I made the most profit with fruti Zen. The stiftinger11 player account would simply be reset to 3 euros. That is not possible. This is fraud. I want the money back into the player account and then pay out.
I will give you until December 24th, 2021 to check it again and maybe a peaceful offer. For the mistake of them
So I've made screenshots and will give the whole matter details to the lawyer. I will also complain to the askgaming casino authority
Submit.
Automatic translation:
Public
Public
2 years ago
Dear stieblertobs,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue.
I carefully checked the Bonus Terms on the website, and this is what I found (here):
„Betting Rules
...
10.4. When a player receives a bonus, a cashback or redeemed the Comp Points, a maximum bet limit applies. This bet limit shall not be equal or exceeding 30% of the value of the bonus or cashback or Comp Points currently in play. If multiple bonuses are in play, the limit will be calculated against the smallest bonus. This limit also includes acquiring or purchasing an in-game bonus feature."
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.
If you are aware of placing higher bets than the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.
Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
Best regards,
Petronela
