Spintropolis Casino - Player’s winnings have been cancelled.

2 withdrawals canncelled in a few days .300 and 200.something about 30% bet.my bonus tand c not working coming up as 404.i send them a screen shot.send themlots of emails and not one answer back

Dear Margaret,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you accumulated your winnings by playing with a bonus?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru(or alternatively post it here)?

Looking forward to hearing from you.

Best regards,

Kristina

Sent a private message to Kristina

Margaret, I am sorry but after reviewing your emails I am still not sure what happened. Do I understand correctly that the casino confiscated your winnings due to breaching the maximum allowed bet of 30%? Could you please specify whether you played and won the confiscated amount with a bonus or not?

I checked the T&Cs (https://www.spintropolis.com/general-terms-conditions/?lang=en) and I found this:

"10.3. Placing total bets equal to or greater than 30% of the value of the deposit currently in play is prohibited. Acquiring an in-game Buy Feature to trigger free spins for a buy-in cost equal to or over the 30% max bet limit is considered as irregular play.

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."

Lastly, would you be so kind and forward me the email from the casino stating the reason why your winnings were confiscated?

I deposited 20 a d got 9 bonus.dont think i played over 30% i know i did t on the 200 win.but the point is the t&c was not working a d comes up as 404 on page.so because i could t see rules how would i know them.

Hi kristina .i already sent the casino a s reenshot of what comes up when i press bonus t& c.i also sent u one.a blank page with the number 404 on left corner

Margaret, I don't know which bonus T&Cs you are talking about, but I checked the website and everything seems to be working fine. Do I understand correctly that your main issue with this casino is that you cannot open the T&Cs, and not that your winnings were confiscated?

Additionally, I haven't received any emails with screenshots of the error from you. Which exact link are you trying to open? Or which bonus terms are you trying to access?

Hi kristina want my winnings back .this is what happens when i press this is what i get and im only after checki g it now and its still the same.

Thank you, Margaret. Do I understand correctly from your first message that the casino accused you of breaching the 30% maximum allowed bet rule? If you aren't aware of breaching this rule, please forward me your game history from the bonus play.

Ideally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much, Margaret. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi jozef .hope you can sort it out for me please

Hello Margaret.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello all,

We see that the winnings were confiscated as Margaret’s gameplay broke the general and bonus terms & conditions:

10. Betting Rules

10.1. The casino expects you to follow the rules of each game while playing at the casino. We reserve the right to withhold any withdrawals and/or confiscate the winnings and bonuses for violation of the Betting Rules.

10.2. If a player attempts to gain an unfair advantage over the casino by using gaming strategies such as ‘Martingale, double-up, one number betting, ’ and it is reasonably evident, then the casino will take action including the confiscation of winnings and bonuses.

10.3. Placing total bets equal to or greater than 30% of the value of the deposit currently in play is prohibited. Acquiring an in-game Buy Feature to trigger free spins for a buy-in cost equal to or over the 30% max bet limit is considered irregular play.

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 to 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.

https://www.spintropolis.com/general-terms-conditions/?lang=en

On the 6th of April 2021, Margaret started her gaming session with a deposit of 20 euros and a bonus of 9 euros. At 11:39:16 (casino recorded time) she commenced her gameplay and placed bets on Sweet Bonanza - a slots game. She breached the 30% betting rules when he placed more than 30 bets with the amount of 20 Euros on the said slots game.

This is the reason why the withdrawal was declined and winnings were confiscated.

We have returned the deposit of 20 Euros back to Margaret’s account on the 7th of April, Margaret has been informed about this matter by email with a further explanation why the withdrawal was canceled.

Later on that day, Margaret started her gaming session and placed bets on Sweet Bonanza where again she breached the 30% betting rules while she placed more than 60 bets with the amount of 20 Euros on the said slots game.

On the 8th of April, we have emailed Margaret and explained this matter again.

Evidence to support our claims can be provided.

In addition to this, we have refunded Margaret with 3 of her last deposits, 20 euros each with a total sum of 60 Euros.

We expect all players to have had the opportunity to check the terms and conditions to ensure that it fits their gameplay before signing up at the casino and we can surely say that the link to the T&C is working and available on our website at all times. 

We hope this clarifies your concerns, should you have any further questions don’t hesitate to contact us.

Regards,

Spintropolis Casino 

I

Hi josef .as ive said my t&c comes up as 404.as in screenshot.if i could t see conditions how could i know them.also sweetbonananza 20 euro for 10 goes is 2 euro a go which is less than 30% .they just dont want to pay out

Dear Spintropolis Casino team.

Thank you for your cooperation. Since the player has not confirmed your statement, could you provide us with the evidence to sustain your claims about the maximal bet breach?

You can post it here (it will be marked as sensitive - not visible for the public) or you can forward them to my email address jozef.k@casino.guru.

Hello all,

We have sent the game history to the mentioned email address above,

Should you need further information don't hesitate to contact us.

If i cant see t&c how am i suppose to know what they are.ive sent screen shot already

Dear Margaret.

Unfortunately, I am forced to reject your case since it is clear that you breached the maximal bet rule. Although it would be great if the casinos enforced it by the software, it is an industry-standard nowadays.

In the future, I highly recommend you do a deep check of the bonus conditions when you claim any bonus or rather play with real money amount.

Best regards, Jozef