on 21 may 2020 I deposited $50 into the above casino twice and claimed same bonus of $30.00 and 35 free spins on IGTecH game.

I am always careful not to bet over 30% of deposit bonus amount unit the sum has been wagered so in this case I went on 30% being under $9 per spin with my maximum amount being $2.50 per spin until wagered. I won $6500 and withdrew $5000 being max amount u can withdraw at a time here and this was n 23 may 2020. I played the other $1500 out on their casino and waited approval of my withdrawal to be told on the Monday 25 may 2020 I voided their terms and conditions and my monies have been voided and forfeited and my last deposit to casino was sent back to myaccount of $50.00. I contacted VIP who claim that I claimed a bonus of $3.93 and my max bet is only allowed to be $93c and I breached terns by placing more then 93c a spin.

I checked bonus history and find that thesis not the case I would like this properly reviewed I am nit going to be ripped off $5000. I spend heaps at this casino.

Dear Whitney,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found https://www.allspinswin.com/en/terms-and-conditions:

"Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

Could you please forward your game history and any relevant communication to my email address: [email protected]? Please specify which exact bonus you have redeemed and confirm that your last deposit, which activated the promotional offer, was $50. Please understand that all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

I have responded with correspondence to your email I am awaiting the game play for the period in question but they now won’t respond to me can you let me know how I am able to retrieve this myself if it is at all possible?

Thank you very much Whitney for providing all the necessary information via email. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Whitney,

I looked at your complaint and read your communication with the casino. I will do my best to help you. I would like to invite All Spins Win Casino into this conversation. Can you specify why you cancelled player’s winnings?

Dear Whitney,

In cases where the casino is not willing to react on our request and we do not have a closer look on the case from both sides our hands are tied. If they won’t reply withing the next week, the complaint will be unresolved and it will negatively influence the casino's rating and other players can read about your experience in our review.

Unfortunately, we haven’t received any response from the casino regarding the issue, so we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively impact the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Juli