The player from Germany registered at Spinz and deposited 25€, but only 15€ was credited to his account due to a 'manual adjustment' of 10€, which was deducted without consent. After attempting to cancel an undesired bonus and losing the remaining balance, the player seeks assistance for the issue.
Spinz Casino DE - Player’s deposit has been improperly adjusted.
Amount: €10
Spinz Casino DE
Safety Index:HighSafety Index
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8.9
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Case opened
Current status
Waiting for casino to reply
6d 2h 16m 15s
Case summary
21 hours ago
Public
Public
2 weeks ago
Translation
Hello,
I have a complaint against the online casino SPINZ.
https://www.spinz.de/de/
I have never played there before and I just registered today on 02/12/24.
Today, on 02/12/24 at 12:41 PM,
I made a deposit of 25 € at Spinz.
I deposited using TRUSTLY.
The 25 € was immediately deducted from my bank account.
However, instead of 25 €, only 15 € was credited as real money.
10 € was deducted as a "manual adjustment" ( Manual adjustments ) from my deposit.
Although I didn't want any bonus with this deposit, the casino gave a bonus of 50 €.
15 € real money balance + 50 € bonus = 65 € in my player account.
Since I didn't want the bonus, I immediately canceled it.
It remained at the 15 € real money balance.
The 10 € is simply gone.
I couldn’t inquire in the live chat because there was a technical problem and the live chat couldn't be started.
I then ended up losing my 15 € real money balance.
I hope Casino.Guru can help me here.
It may be only 10 €, but it's the principle that matters.
Where do we end up if 10 € is just deducted from a deposit!
Best regards, R
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2 weeks ago
Dear Rick60,
Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're facing. To better understand your situation and assist you effectively, I would like to ask you a couple of questions:
- Did you receive any warning or notice about potential fees associated with your payment method when making your deposit?
- Have you reached out to the casino's customer support team via email to inquire about a possible manual adjustment?
Your responses will help us address your complaint more effectively. I hope we can assist you in resolving this matter quickly.
Thank you in advance for your reply.
Best regards,
Veronika
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2 weeks ago
Translation
Hello Veronika,
1. I did not see any notice before the deposit and did not receive any warning that I would be charged 10€ fees (manual adjustment).
I don't know where the missing 10€ went.
Only after making the deposit did I realize that I was missing the 10€.
Instead of a 25€ real money deposit, only 15€ real money was credited.
I also found no indication in the terms and conditions that money would be withheld as fees etc. when making a deposit.
Terms and Conditions point 6, deposits into the account, point 6.8!
It says that the deposit will be credited immediately (1 minute), there is no mention of a manual adjustment/withholding of real money.
2. I have tried several times to reach the live chat.
The alleged 24/7 chat was technically unavailable.
The chat loads and loads and loads...and doesn't work.
It was not possible to write to a casino employee.
I then wrote an email to
-
-
But I haven't received a response from customer service/support until this morning.
I found the email address in the casino's imprint and in the terms and conditions.
3. I logged into the casino again this morning, but there was no change.
The 10€ are still missing as credit.
A connection to the live chat was not possible.
Greetings R
Edited
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1 week ago
Thank you very much, Rick60, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 week ago
Dear Rick60,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
I will now contact Spinz Casino DE outside this complaint thread and let you know any new information once I receive it.
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1 week ago
Translation
Hello Katarina,
Thank you very much for your help.
Update 09.12.2024 :
The 10 € are still missing.
See photo!
It says something about a payout of 10 € on 02.12.24 at 12:41pm.
BUT, there was definitely never a payout.
I deposited 25€ and was only allowed to play with 15€.
I wrote (as reported) to the casino and the company Rootz, but neither the casino nor Rootz have responded to this issue to date.
They just ignore me.
And the live chat doesn't work either (at least not for me. Neither on my PC nor smartphone, and no matter which provider or browser I use).
I really hope that the casino will at least come forward here at Casino.Guru and take a stand.
greeting
Rick
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1 week ago
Hi Rick60 and Katarina
Thank you for reaching out. As this is a public forum, we are unable to share any specific details regarding your account for privacy reasons.
Generally, the German Welcome Bonus offers a 400% deposit match for a deposit of €10. In your case, it seems likely that you deposited at least €10 and received the Welcome Offer. This type of bonus is a "sticky bonus," meaning your €10 deposit was added to the bonus funds, creating a total of €50 in your bonus wallet. The remaining part of your deposit, €15, would have stayed in your real money balance.
It is possible that the full bonus amount, including the €10 from your deposit, was forfeited. When this occurs, we provide players with two options:
- Reinstating the forfeited bonus amount.
or
- Re-adding the €10 that was converted into bonus funds as real money back to your account, with the rest of the bonus funds ( €40) remaining forfeited.
Could you kindly check your email inbox for any communication from us regarding these options? If you find an email from us, please confirm whether we’ve already discussed this with you.
If you need further assistance, don’t hesitate to let us know.
Best regards,
Team Wildz
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1 week ago
Translation
Hello,
once again:
I deposited €25 in real money.
25 € were debited from my bank account for the casino.
And not 10 €!!!!
I can prove that I deposited €25.
I didn't want a bonus / welcome bonus and that's why I immediately canceled the bonus in the casino.
You can't force me to accept a bonus.
Just because I didn't want the casino bonus, the casino has no right to simply take away my remaining €10 deposit.
I deposited 25 €.
The casino got 25 € from me.
And I also want to be credited with €25 and not just €15.
Apparently the casino pocketed my €10.
Embezzled my 10 €.
This is fraud!
I deposited €25 and received €50 in bonus money.
But I only have
Get a 15 € real money deposit credited and receive 50 € bonus money.
Total amount 65 €!
After I canceled the €50 bonus, I did not have a €25 real money deposit in my account, but only a €15 real money deposit.
And I only lost the €15 real money from my €25 deposit.
Before I started playing, I canceled the bonus.
That means I didn't lose a single cent (0.01 €) of the bonus....
but only my own money, which means that of the €25 I deposited, I was only able to lose €15 because the casino stole €10 from me.
Just because I didn't want the bonus, the casino didn't suffer any financial loss.
The casino received €25 from me and only gave me €15 to play with.
This means that my €10 real money deposit, which was verifiably debited from my bank account, remains missing.
The casino can twist the numbers as much as it wants.
If I deposit €25 in real money, they have to credit me €25 in real money and not less, regardless of whether I have a bonus or not.
I have never experienced anything like this in any other casino, where money is simply deducted from a real money deposit and kept by the casino just because a player does not want a bonus.
This is fraud!
And I want these 10 € back in real money.
And have NO additional bonus money.
I never want to play in this casino again because I don't want to play in casinos where you get cheated out of your real money deposit.
Cheater !
greeting
Automatic translation:
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21 hours ago
Dear Rick60,
thank you for your explanation.
Dear Spinz Casino DE,
thanks for the update. As per player message, he has refused any bonuses offered by your casino. Could you reinstate his balance back to the amount initially deposited, please?
Spinz Casino DE has 6d 2h 16m 15s to reply
