The player from Italy had his winnings cancelled due to placing a single bet greater than 30% of the last deposit. After a closer examination, we ended up rejecting this complaint as unjustified.
Spintropolis Casino - Player’s winnings have been cancelled.
Amount: €2,000
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
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hello, I would like to point out that today a withdrawal of 2000 euros from the casino was rejected after having played several hundred euros in recent months for the reasons I am attaching to you.
according to them the user cannot withdraw if he plays more than 30 percent of the deposit on a single hand. That is, if I deposit 20 euros I cannot play a hand of 10 euros blackjack.
canceled withdrawal and winnings!
hallucinating!
terms and conditions on the site clearly don't work, the page doesn't open.
Dear Andrea,
As part of our regular withdrawal review process, we have noticed a violation of our terms and conditions regarding irregular and systemic betting.
Our Terms and Conditions prohibit placing single bets equal to or greater than 30% of the value of the deposit amount.
Therefore, we have canceled your withdrawal request and consequently removed your winnings.
Your last deposit has now been restored and you can view it in your casino balance. Your current balance is: 20 EUR
If you have any questions, please contact our customer service via live chat on our site.
Best regards,
The Verification Team
Casinospintropolis
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3 years ago
Dear Andrea,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the general terms and conditions, and this is what I found https://www.spintropolis.com/general-terms-conditions/?lang=en:
"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 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."
Could you please advise if you have accumulated your winnings with or without an active bonus?
Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hello, thank you for checking.
I have accumulated winnings with active bonuses of up to 700 euros.
Then I withdrew.
the following day I canceled the withdrawal and replayed until I reached 2000 euros and I redid the withdrawal.
the rest know him
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3 years ago
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In addition to this how the blocks on withdrawals and other things have been set, the casino that imposes the rule should put the block so that the player cannot make mistakes ... instead they specifically create the rule and place attractive bonuses and winnings and then go out with the rule.
it's like making a scam!
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3 years ago
Thank you very much, Andrea, for your reply. 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.
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 promotional 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.
However, please do not hesitate to forward your game and bonus histories 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.
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3 years ago
Translation
In the clauses it is written what they say.
But this rule that only they do is a blatant scam ... no player expects it!
the casino is worth zero !!!
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3 years ago
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
