SpinUp Casino - The player's withdrawal limit was changed.

I have been a member of this casino for over 2 years in that time deposited over a million euros , never really won but in the past 8 weeks have had a couple of decent wins , admittedly always eventually got my money , in the last two weeks deposited over 48k and have won 75k ,

all limits and rules were relaxed over the past 18months to encourage me to play more , 5 weeks ago they started charging me 10% for withdrawals which i have been paying , now that they owe me 63k they sent me this email

Dear Jonathan,

I hope this email finds you well. I am writing to inform you about the changes in your VIP status with us. Unfortunately, due to recent developments and circumstances, we can no longer consider you as a VIP member of our Casino.

I understand that this news may be disappointing for you, and I want to apologize for any inconvenience it may cause. However, please know that this decision was not made lightly, and we believe it is in the best interest of both parties.

In regard to your pending withdrawal of € 63456.52, we would like to offer you a payment plan. We will pay you 20K per month until your withdrawal is fully approved. As you have already withdrawn 12K, we will approve 8K more for you to withdraw at this time.

We understand that this situation may be frustrating, but we ask that you remain patient with us as we work through the process. Our team will do everything we can to ensure a smooth and timely payout of your pending withdrawal.

Thank you for your understanding and cooperation. If you have any questions or concerns, please do not hesitate to reach out to us.

Best regards,

Casino SpinUp

do you have advice , the casino in question is spin up casino

Hello jonlock21,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SpinUp Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? How much was your withdrawal limit before you lost the VIP status? When was the last time you spoke to the casino and what was it about?

Please note that 20 000€ withdrawal limit per month is still considered as good withdrawal limit.

Looking forward to your answer.

Regards,

Nick

Dear jonlock21,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I played with them for four years , all real cash total deposits 1.8 million euros total loss 50000 euros.

i had no withdrawal limits due to my vip status based on my account history.

the day i won 63k , instantly my vip status was removed and limits imposed ,

all deposits were made to a multitude, 100’s of african and nigerian companies all withdrawals came from one and only one cyprus company called operce .

they have now closed my account and i assume this is the end after i sent this email

On Wed, 3 May at 7:41 AM , Jon L**** <jon.lo***21@btinternet.com> wrote:

Further to your email of yesterday stripping me of my vip status and setting limits on me , im confused to this action , i have played with spin since 2019 , played here solely,

Admittedly felix and i became heated after the last fiasco of charging me withdrawal fees and restrictions placed on limits ( which eventually were sorted ) things were said in the heat of the moment and i left to play another casino for a week or two , i realised i didn’t like it and returned as was what was offered to me by your very own email , "if i changed my mind i would be welcomed back ) .i ate humble pie and returned to spin , in the couple of weeks i have been back I deposited 48k over 3 seesions , the first 12k was a total loss , I deposited a further 16k and won 60k ,( i did this as i was advised by felix to have no limit on my withdrawal i would need to deposit over 50k in the month to keep this, which i did ,all my transa were april , however my withdrawal of 63k that was waiting to be approved vanished off the radar , i was assured by live chat as well as felix all was ok , I continued to play on and deposited a further 20k unfortunately this time it was a loss and managed to only pull back 12k , 

At this point i was then told fees were going back upto 10% , i was then further then informed that 20k limit had been imposed due to the stripping of my vip status ,

This alarmed me as im sure you would probably feel the same if you had deposited 48k to be told you can only withdraw 20k , ( is this because i left , sometimes you need to leave something to remind you how much you loved it !!!

My history with spin 

2019 

Deposited €55339

Withdrew €37799

Loss of €17540

2020

Deposited €323287

Withdrew €172303

Loss of €150984

2021

Deposited €479607

Withdrew €250659

Loss of €228948

2022

Deposited €541801

Withdrew €381880

Loss of €159921

2023 so far 

Deposited €428405

Withdrew €426601

Loss of €1804

Total

Deposited 

€1828439

Withdrew 

€1269242

Total loss

€559197

Felix has been encouraging me to play and play big to win a decent jackpot which i did, i have played hard and deposited well , so still very confused as to why you would strip me of my vip status after losing 1/2 million euros in your casino .

I would ask you to rethink your decision so that i can continue to play at spin 

Many thanks 

Regards and best wishes

Jon l****

Direct no 07******

18248:2355273

Hello jonlock21,

After such a long time and invested money I believe that it must seem unfair to lose the VIP status. Unfortunately, this is something that the casino has a free hand in and nobody can change their decision. Just as bonuses, VIP status is a goodwill of the casino and they have the right to set the terms of it and whether they grant it to a player or not.

I'm really sorry that we can't help you out with your case but we can't influence it at all.

Is there anything else we could assist you with?

No thank you

goodbye

The complaint will be now closed for the above explained reason.