Treasure Spins Casino - Player's asked to complete additional wagering.

I made an initial $400 real money deposit with a 130% first deposit bonus casino match totaling $520 of bonus money with 50x rollover (real money + bonus) totaling 46k of needed play through to complete the WELCOME OFFER.

I subsequently lost all of the real money as well as the bonus money and made 4 more $400 deposits of just real money. The funds were exclusively mine and the campaign was over. There was never an option to cancel the bonus, like they state in clause 10 in the welcome casino T&Cs (please see attached).

I was doing high roller spins with my own money and there were no bonus funds to use. To my absolute dismay they even state that "Real money amount is used first and then with the bonus amount." For some reason, my funds are stuck in bonus money and there is nothing in real money. I built my balance to $7500 using ZERO BONUS MONEY. Before that, I had lost the $400 first deposit as well as the $520 bonus funds directly linked to just the welcome offer. They aren't automated enough to understand the bonus terms and conditions were over as I made more deposits and there were no bonus funds left or initial deposit funds... how does this happen. Why if i deposit additional funds after not hitting with the welcome total would i still need to complete the wager requirements... at this stage there is no correlation unless they state in their T&Cs rollover is counted on all deposits.

This needs to be rectified. This is my money that I earned after a $400 deposit with no buffer from bonus funds. Attached, I made a $100 deposit to see where it would go and it goes right to "real money." When you make a bet, it takes directly from real money (also attached). This is either crooked, wrong, or just absolutely poor automation. To restate, there was no option to cancel the bonus at any time and their live chat is never online.

I have more photos that I would like to share. Please don't let them cheat here.

Dear cmanlaffz,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Treasure Spins Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise what was your balance at the time you deposited in the casino the second time?
• Did you contact the casino regarding the current situation regarding how the balance on your account is displayed?
• Did they confirm the welcome bonus was not canceled and the wagering of the funds is still necessary?
• Did you contact the casino regarding the cancellation of the welcome bonus at any time?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hey Tomas,

Thank you for stepping up to assist. I appreciate you.

-Could you please advise what was your balance at the time you deposited in the casino the second time?

$2.20 lol. There was no option to cancel the bonus and there was no wager I could place to bring that balance to zero. I subsequently made 4 more $400 deposits with the understanding the bonus period was over. This was real money. The money I won was strictly real money.

Did you contact the casino regarding the current situation regarding how the balance on your account is displayed?

I have, they took 2 days to reply.

Did they confirm the welcome bonus was not canceled and the wagering of the funds is still necessary?

They did confirm this but there was no option to cancel and the welcome offer/period was over - 17.4 A player with 1 deposit only will be eligible to cash out a maximum of 15x the initial deposit amount. All further winnings will be removed from the account upon withdrawal request. This is related to the max payout during the bonus phase... I made several more deposits totaling over 2k.

Did you contact the casino regarding the cancellation of the welcome bonus at any time?

I did, their 'live' chat function was of course not live so I talked with the robot and filled out a form asking what the hell is going on when I noticed.

^12.3.11 If a player decides to cancel an active Bonus, he can do so from his account - this is my account but there is absolutely no cancel feature anywhere present........

This is crazy and justice needs to be served. There is no automation on this site, there was no feature to cancel the bonus, it didn't automatically cancel, they even admit real funds are used first but any winnings go straight to bonus money lol... it's not right.

Please help

--- EDIT

Welcome Casino Bonus

Assigned

5/9/2023, 9:42:02 PM

Expiry

6/8/2023, 9:42:00 PM

Maximum withdraw ------------------ with 1 deposit aka a cap on max payout when using first deposit/welcome bonus. I made several real money deposits not at all associated with bonus funds. It's that simple

CA$4,000.00

Type

Cash bonus

Update - sent this to treasure spins after they confiscated more than half my funds post being done rollover requirements

-----

You guys can't just take more than half of the money I earned............... 

I was at $12,506.70 after completing the wager requirements (which I shouldn't have had to do in the first place). Then the Financial system takes $6,506.70... that is holy unfair.

May I remind you that I made about 7 deposits post welcome bonus deposit. The bonus of $520 only helped with my first deposit and I lost all the funds and as you mentioned there was only $1.3 left in bonus and I was unable to cancel and when I deposit I noticed it went right to real money.

This isn't right. I played my new bogus "real money" of 6k down to 5k. I would like $6500 readded to my real money - I will follow up with casinoguru on this as well. The bonus funds were inconsequential and never used post first deposit.

I would like the fair payout of 11k. I was at 15k but for some reason wanted to honour your request of ending this silly 50x first deposit requirement looming over my head - key word first deposit.

Please advise and I would like to get verified.

Conor

Well I lost the 5k. I wrote them an email asking for the $6,506.70 that was randomly, incorrectly and unfairly taken by their "financial system." I just want this to be over and have them send me the aforementioned number. I lost the 5k as I am unable to withdraw due to them not verifying my account/identity after sending them documents 3 days ago…..

Please reply

Are you guys able to reply soon?

Guys please…

Thanks for your patience.

We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond and we always get back to each complaint as soon as possible. Please, bear with us. Thank you for your patience and understanding.

Thank you for your detailed explanation of the situation.

I am sorry but it's common to find slots in casinos where players can make a bet as low as 0.10 CAD

If the wagering requirement was visible to you in the account we would consider the welcome bonus wagering being active as justifiable.

Could you please explain in more detail what funds were confiscated? What was the justification the casino gave you? Have you completed the wagering of the bonus?

I'll await your reply.

Thanks for the reply, completely understandable and thank you for your continued assistance.

Minimum bet on their platform seems to be .25 cents. Wagering requirements weren’t visible as when I’d make a deposit post welcome bonus/initial deposit… the money would go straight to real money.

Also… I kind of caught them slipping. Please see below -

Do you see how one I can cancel and one I can not? They lock their customers into the welcome bonus forcing them to complete 50x wager requirements, DESPITE DEPOSITS AFTER THE INITIAL DEPOSIT.

Which is the perfect segway to further showcase how they cheated and lied and misuse their T&Cs and make withdrawing impossible as they do their absolute best to delay approving verification.

So $6,506.70 was confiscated and they cited this rule…

58.3.3 in its entirety - 58.3.3 All Freespins, Freebets, Bonus Chips, are valid for a period of 7 days from the time when they are credited to the players’ account. After the period of 7 days the aforementioned promotional materials expire and are not claimable or refundable. Max winnings from Cashback / Loyalty Bonus are limited to five (5x) times the initial amount of Cashback Bonus given. Any winnings above that will be forfeited. Max winnings from season/special promotions (including, but not limited to, Christmas Bonuses, Easter Bonuses, Halloween Bonuses) for 200% and above Bonus threshold, are limited to four (4x) times the initial deposit amount. Max winnings for bonuses between 150% - 199% Bonus threshold, are limited to eight (8x) times the initial deposit amount. Max winnings for bonuses between 120% - 149% threshold, are limited to ten (10x) times the initial deposit amount. Max winnings for bonuses between 100% - 119% threshold, are limited to fifteen (15x) times the initial deposit amount. Max winnings for bonuses between 25% - 99% threshold, are limited to twenty (20x) times the initial deposit amount. Any winnings above that limits will be forfeited.

So this 130% welcome bonus that we established 1) could not be cancelled unlike the other bonus we can see from the image 2) no bet of $1.30 or anything to eliminate this amount could have been wagered 3) most importantly for this rule and wrongful confiscation - their T&C rule mentions "INITIAL DEPOSIT."

This was not the initial deposit, this was the result of my betting after 5 $400 deposits including the initial deposit. Those were my funds and are not subject to having a cap of winnings as this was not the result of betting and winning with solely the first deposit and the welcome bonus.

They are being disgusting, cowardly and wrongly citing their terms and conditions. They aren’t automated in so many ways yet their "system" managed to take over HALF of my hard earned money.

To make matters worse, it took them over 9 days to fully verify my account despite them putting in WRITING that it takes up to 72 hours. I was unable to withdraw thus losing a 5k balance and then another 4k balance. Insanity.

"Dear Conor

We wish to inform you that all documents are reviewed by the relevant department within the next 72 hours.

Once your documents have been accepted, we will notify you accordingly via email.

You also had the opportunity to request a withdrawal any time."

The last part is also completely false as when I went to request a withdrawal it would decline even processing as my account wasn’t fully verified.

Long story short… I built my balance up to 15k from my 5th $400 deposit. I did not build my balance up from $1.30 that I couldn’t cancel or wager. On top of that, when I’d deposit the funds would go to "real money." And I have proof of this. Treasure spins has to be the most incompetent, untrustworthy, disgusting online casino to have ever existed. They are willfully and purposely negligent, don’t know how their own website works, lack automation, lack a live chat feature, and are incapable of admitting wrong doing.

I need you to step in and reach out and help. I blew many balances because of my inability to withdraw despite them saying it would only take 72 hours. I need the $6,506 e-transfered to me in one instalment and not this bullshit cap they put of $500 a day. They should be blacklisted in all honesty they don’t deserve a place on the internet.

Please help

Dear cmanlaffz,

0.25 cents is still higher than 2.20 or 1.30 you mentioned previously.

I don't understand your claim the wagering requirement wasn't visible or that you couldn't wager your funds further.

If you attempted to cancel your bonus in the account, from my point of view - the window with the specific bonus and the wagering requirement is displayed in the same tab, according to the screenshots you submitted.

If you haven't received a confirmation the bonus was canceled or otherwise inactive at the time you made the deposits, we don't think the fact that the wagering requirement of the welcome bonus continued is unfair.

For your other points

If you check the maximum win of the bonus is also displayed in the bonus information window in your account as 'maximum withdraw': 4000 CAD

this represents your initial deposit in the casino 400 CAD x10 maximum win multiplier rule determined in the casino t&c. We consider maximum win rules not unfair when they are applied to bonus play.

I am sorry the casino didn't act to cancel your bonus, but unfortunately, if the information was available to you that the bonus is still active and you had a usable bonus balance, it was reasonable to assume the bonus rules still apply, when you made additional deposits in the casino.

Please forward me the emails or chat transcripts with your attempts to cancel the welcome bonus and what the casino replied to my email at tomas@casino.guru

I'll await your reply.

Dear cmanlaffz,

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.

Pretty shocking response in all honesty. I don’t think you see the full picture here. I attached 2 screenshots where 1 VIP bonus was readily cancellable at any given moment and the 1st deposit bonus which doesn’t and never had that feature. They lock you in despite losing your 1st deposit balance and 1st deposit bonus.

Think about it rationally… why would I make another deposit of $400 that is still locked into the bonus terms where I need to rollover to the amount of 45k… that makes absolutely no sense and I would have never made another deposit.

I don’t really think you have looked at all the screenshots or points here. Another thing you have failed to do the math on and understand is their misuse of the T&C regarding max winnings on first deposit.

1) how can there be a cap on 1st deposit if I made 4 other deposit. This rule does not apply… maybe the rollover still applies but these earnings were not garnered off of just 1 deposit lol…

2) do the math please. If I was at 12k and the max winnings is 10x of 400. That is 4k, correct? So why did they deduct 6k instead of 8k to put me down to 4k. How have you not done that math.

You are taking this casino’s side without any real due diligence or thought.

Another thing I stated was their live chat was down and I sent a form with a question about the bonus that went unanswered. Also, their email reply rate is dreadful. It took them 12 plus days to verify my account when they state exclusively that it gets completed in 72 hours.

I am looking for a negotiation here. Look at their casino rating… you know they are cheats. Do something please

Thanks for your comment.

The point of contention of this complaint is whether the bonus was canceled or not and if your subsequent deposit should count as real money.

Depositing while bonus funds are present and the bonus is active when you had the option to continue playing with the existing balance (1.30 CAD/2.20 CAD) would mean we can't disregard bonus terms and conditions. The question is how long did you wait for the bonus to be canceled after you requested it from casino support?

1) according to the screenshot you submitted, the wagering progress of the bonus is clearly displayed in the bonus information, so this information was available to you. Due to this when you made the other deposits in the casino, the bonus was still active, and the bonus terms and conditions apply.

Do I understand correctly you redeemed the welcome bonus on the 9th of May and deposited 4 times 400 CAD shortly after?

2) How much did you deposit since redeeming the welcome bonus in the casino? Do any of these deposits add up to 2000 CAD?

According to the information you provided, the bonus wasn't canceled, because it wasn't an option in the bonus information window for that bonus and the casino support didn't notify you about the bonus being canceled even after your request. This again means the bonus terms applied and the wagering of the bonus continued.

Please let me know if I overlooked any information.

I'll await your reply.

You have completely overlooked everything and the fact you are siding with the casino is a joke.

Please tell me in what world $1.3 of bonus funds helps me get to 15k total balance. Please tell me in what world they didn’t have a live chat available. Please tell me in what world the first deposit bonus CLEARLY wasn’t cancellable but a random VIP bonus was. Please tell me in what world they claim 10x first deposit max winnings equates to them deducting 6k from a 12k balance when my first deposit was 400? Do you know how to do math? Here I’ll hold your hand. 400 x 10 = 4000. 12k - 6k would leave me with 6k. Do you follow or should I run this scenario a 3rd time for you.

the casino has been willfully ignorant and I have caught them trying to cheat their players. And you are willfully blind and incredibly unhelpful.

I also stated when you make a new deposit it goes to real money not directly attached to the bonus money. Why would I assume the promo is still active when 1) the bonus balance hit such a low threshold. 2) their T&C rule they cite states max winnings are limited to 10x first deposit ON ONLY FIRST DEPOSIT MONEY. You are completely missing the point and quite frankly are pissing me off. I completed the bullshit wager requirements yet they still STOLE 6k from my balance despite this T&C rule being wrongly used.

you are a complete joke if again you think I did anything wrong here. $1.3 to 15,000 fucking dollars is quite the come up.

I have asked you to reach out to the casino and help to negotiate some sort of resolution but you have been completely useless.

I think it’s time to leave you a review and absolutely flame treasure spins online if you aren’t god damn able to help

Thank you very much, cmanlaffz, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.n@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Why the transfer? Is he more senior?

Dear cmanlaffz,

I am sorry to hear about the difficulties you are facing.

At CG, our standard procedure involves first-level support checking the case and transferring it to the appropriate person to handle it until its resolution. In this case, that person is me.

Upon reviewing your case, I regret to inform you that the casino is utilizing their rules against the players. Ideally, when you deposit with a small bonus amount left, a reputable casino would ask you whether to forfeit or keep the bonus or even clear it if it falls below a certain amount. Unfortunately, you chosed a casino with unfair rules and a poor rating. We will wait and see if the casino responds.

I would like to invite the casino representative into the case:

Dear casino representative, could you please explain why the casino utilize the rules against cmanlaffz when it was evident that the bonus amount on his account was residual amount of bonus after he failed to wager it, and has nothing to do with his winnings from real money?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hey Matej they are awful, corrupt and take advantage of their own players. Is there a way you can email them personally or can I add you to the email thread? They need to be blacklisted. They should not be online and their parent company needs to be informed. I have never come across a more corrupt casino

Dear cmanlaffz,

I tried to find some alternative contact at the casino, but the casino is non-responsive.

This casino holds an Antillephone license (Curacao); I would recommend contacting them directly in this situation. The casino can't ignore such complaint.

I would gladly help you with that.

Can you please help. Can we start an email back and forth or a phone call. PS. Treasurespins the joke they are finally replied to me… they never ended up replying to you? I hope you guys blacklist them and warn anyone and everyone never to use their fraudulent services

Thank you by the way means a lot

Please write an email to: complaints@gaminglicences.com

The email should contain the following:

1) Your personal information:

name and surname

your country of residence

2) Complaint body must include the following:

casino name + URL + license (License No. 8048/JAZ)

Your login (username) and email in an online casino (with which you had registered the account)

description of the complaint.

3) Attach to the email files what you have + link to this complaint.

Please let me know after you submit the complaint.

Going to work on this tonight… they never got back to you yet did they?

The casino indeed never responded to any of our complaints, except for one instance where they addressed it directly with the player after the player made it public. However, the casino cannot disregard the regulator as they risk losing their license. Antillephone is one of the resonable sublicenses from Curacao.

Please let me know after you submit the complaint.

Dear cmanlaffz,

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.

Sorry I will submit asap life has been hectic

I fully comprehend the situation, but waiting for the regulator's decision can be quite time-consuming, taking approximately three months. Therefore, it is advisable to submit complaint as soon as possible.

Dear cmanlaffz,

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.

Dear cmanlaffz,

I would like to request confirmation that you have already submitted your complaint to the regulator.

Please keep this open submitting tonight

Kindly inform me once you have submitted the complaint.

Dear cmanlaffz,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.