The player from Italy has deposited money into casino account but the funds seem to be lost. Later, it was discovered that the player's deposits were not successful and returned to him. The player eventually managed to make the necessary deposit, in order to withdraw the winnings from the bonus and after he received his withdrawal the complaint is resolved.
Spintropolis Casino - Player’s deposit has never been credited to their casino account.
Amount: €101
Spintropolis Casino
Safety Index:Very lowSafety Index
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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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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3 years ago
Translation
I received a casino bonus of € 4 credited to my account which I played within the terms of playability and came to request a withdrawal of my winnings of approximately € 213.00. After activating the withdrawal procedure after two days, I was sent an email saying that the withdrawal could not be accepted as first of all the maximum payout recognized for this bonus is € 50.00.
In addition, I was told that in the last few days I had to pay 50.00 euros to be able to withdraw. After they updated my credit to 50.00 on the account and after talking in chat with the casino operator I asked if by paying the requested sum I could then withdraw 100 euros from the account account of which my 50 paid + the 50 recognized from winning the bonus and I was told Yes. I tried twice to make the deposit of 51.00 euros on the account but after completing the procedures I saw a pending deposit and then it was canceled. Now I'm wondering is this all a scam?
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2 years ago
Dear biagiocarnabuci,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that your deposited funds have never been credited to your casino account.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
Please forward your payment receipt to petronela.k@casino.guru.
Additionally, I have corrected the disputed amount from €213 to €101. Please check the following rule https://www.spintropolis.com/general-terms-conditions/?lang=en:
"9.2. If you win from a Free No Deposit Bonus the maximum you can cashout is €50. Any amount over the maximum cashout will be automatically removed upon cashout. Please note that if you have had no active deposits within the last 45 days you must reactivate your account by depositing €50 and you can cashout a €100 (€50 winnings + €50 deposit)."
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
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This is true despite the attempts to deposit 51 euros to take back 101 euros and respect their rules, the deposits with the nastercard debit card were not successful. I hope it can be resolved somehow.
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2 years ago
I can suggest a different payment method if there's any other available. Furthermore, do not deposit more than the necessary minimum to avoid any funds being stuck in your casino account.
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2 years ago
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In addition to the method already used, I can only deposit with PayPal, unless they decide to pay me only the 50 euros on the current account.
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2 years ago
According to T&Cs, you have to have an active deposit within the last 45 days. Please place a deposit and request a withdrawal.
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2 years ago
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I'll see if I can with some other method.
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2 years ago
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Sorry the last screen shoot was when I requested the 213 euros.
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2 years ago
Thank you very much, biagiocarnabuci, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello biagiocarnabuci!
From now on I will take care of your complaint. I would like to invite representatives of Spintropolis Casino into this complaint in order to help us resolve the issue.
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2 years ago
Dear biagiocarnabuci,
I would like to kindly advise to follow the instructions of the casino in order to proceed with your withdrawal. Please let us know, once there will be any development.
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2 years ago
Translation
I will try to make another withdrawal attempt with another credit card in a couple of days.
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2 years ago
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I made the deposit of 51 euros and then the withdrawal of 101. Now I am waiting for the credit.
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2 years ago
Hello biagiocarnabuci!
Thank you for providing us with the news. I will extend the timer to 7 days for you, so you can inform us once you will receive your withdrawal.
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2 years ago
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Today I finally received the money withdrawn. All right
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2 years ago
Hello biagiocarnabuci!
Thank you for informing us, I am glad to see the good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
