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:Very highSafety Index
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9.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
7 months 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 www.kpvfaw.com 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
Automatic translation:
Public
Complaint Specialist
Public
7 months 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
Public
Public
7 months 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
Automatic translation:
Public
Complaint Specialist
Public
7 months ago
Thank you very much, Rick60, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) 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.
Public
Casino Analyst & Complaint Specialist
Public
7 months 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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7 months 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 www.kpvfaw.com and take a stand.
greeting
Rick
Automatic translation:
Public
Casino representative
Public
7 months 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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7 months 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:
Public
Casino Analyst & Complaint Specialist
Public
6 months 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?
Public
Public
6 months ago
Translation
Hello,
Unfortunately, I couldn't get in touch sooner.
Update 20.12.24 :
The company Rootz ( ), Ms. Sophie, contacted me via email.
Casino Spinz has not responded to my email to date.
I am uploading the blacked out email (my data) that the company Rootz sent me.
I did not claim any of the bonus offered.
When I saw the bonus after making the deposit, I immediately canceled the bonus.
If I immediately cancel a bonus that was unintentionally forced on me, the casino cannot simply keep my €10.
Yes, they offered a bonus: deposit €10 and play with €50!
However, I did not deposit €10 to receive the welcome bonus, but rather deposited €25 in real money and wanted to play with €25 WITHOUT a bonus.
But I didn't want the bonus and didn't play with it.
I deposited €25 and wanted to play with €25 and not just €15 and certainly not with the bonus!
This woman Sophie von Rootz writes:
"After checking your player account, I see that you have made a deposit of €25 and claimed our welcome bonus.
The bonus is: >pay 10 € and we will give you 40 €<
So €10 of your deposit was credited to the bonus.
You then lost the remaining amount, i.e. 15 €.
It also looks like you canceled the entire bonus amount afterwards"
An impertinence and a lie.
When I saw that the casino had given me a bonus without asking, I canceled it IMMEDIATELY and NOT AFTERWARDS, as this Sophie writes here!
And when I canceled the bonus, only €15 remained of my €25 deposit!
Now the Rootz company / the casino is twisting the facts just to justify the fact that they unjustifiably deducted my €10 from my account.
This is fraud!
I have never experienced anything like this in any other online casino where if you don't want the bonus, €10 is simply deducted from your real money deposit.
If I deposit €25 in another online casino and they give me a bonus and I cancel it, then I will have €25 again afterwards and not less.
At Casino Spitz you are obviously forced to accept a bonus and if you don't, €10 is deducted from your deposit... obviously as a "punishment" because you don't want their bonus.
Today I wrote an email back to Rootz and Casino Spinz (and their complaints department) saying that I either want the €10 credited to my account OR the €10 credited back to my bank account!
I have also sent this email, for information, to Katarina
The deposit was made on December 2nd, 2024 and as of today, December 20th, 2024, the casino has not managed to credit these €10 back to real money (without an additional bonus)!
Greetings R
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
6 months ago
Dear Rick60,
thank you for the update. Spinz Casino has a few more days to provide their response. Let us await their feedback.
Public
Casino Analyst & Complaint Specialist
Public
6 months ago
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.
Public
Casino representative
Public
6 months ago
Hi Rick60 and Katarina,
Thank you for getting in touch with us.
We are happy to inform you that the balance of 10 EUR which was used to claim the welcome offer has now been added back to your balance.
Should you have any further questions, please do not hesitate to contact us.
Kind regards,
Spinz Team
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6 months ago
Translation
Hello Katarina,
Update 26.12.2024, 16:30 :
I hereby confirm the payment of 10 € from Spinz Support to my account
See photos
I am very glad that this matter is now settled.
It is outrageous that Casino Spinz took so long to resolve this complaint.
In the meantime, I have gambled away these 10€ and subsequently deleted/closed my player account.
I will never play at Spinz again!
Many thanks to the www.kpvfaw.com team and I wish everyone a merry and peaceful Christmas ?? and a happy new year 2025!
greeting
R.
Edited
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
6 months ago
Dear Rick60,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina Duboak
www.kpvfaw.com
