I have deposited more than my winnings over a few weeks but when I finally had a win they refused to pay saying I had broken terms and conditions as I bet more than 30% of my withdrawal I was gambling on roulette wtf do not use this casino if you want to get your winnings should be shut down very rude operator when in live chat.,proclaiming he is very comfortable in his shoes after I called the casino theives for not paying out do not do not use they even only returned my 22 euro deposit and kept the other 100 euro I had won

Dear Craig,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. I have checked the T&Cs, and this is what I found: 

"Betting rules

. You must bet according to the specific rules of the game you are playing.

. We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.

. "Irregular play" includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the deposit currently in play.

Using Martingale, double-up and similar systems and strategies."

I would like to emphasize that according to our Fair Gambling Codex http://www.kpvfaw.com/fair-gambling-codex-for-casinos

'Fair and safe casinos' are those that meet all criteria for 'fair casinos' and have also implemented measures that prevent players from accidentally doing something against the rules or their own best interests.

'Fair and safe casinos' should therefore prevent players from accidentally breaking the T&Cs, Bonus T&Cs, or doing anything else that might jeopardize the money in their player accounts. Specifically, 'fair and safe casinos' should:

Please, could you confirm that you were playing without a bonus and confirm that your last deposit was €22? We will contact the casino and ask for their standpoint, right after your confirmation. Looking forward to hearing from you.

Best regards, 

Petronela

Hi yes I can confirm I wasn't playing with any bonus and my deposit was for 22euro thank you for your help. I understand that they have wagering limits on bonuses but they shouldn't be able to withhold winnings I hadn't gone onto roulette straight away I had played on slots first and went onto roulette with winnings later it seems as if they are doing everything they can not to pay out. 

Kind regards

Craig Shaw

Thank you very much Craig for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Hi Craig, 

I looked at your case and understand the situation. Casinos can form their own T&Cs and set their own rules for the game play. However, in this case, the rules are not compatible with our fair gambling codex and not very player-friendly. I will try to contact the casino, but I have to warn you that the casino is probably slowly closing down. It doesn't accept any new registrations, so this is not a good sign. Let's see what can be done. I would like to ask the Spicy Spins Casino to reply to this complaint.

We would like to ask the Spicy Spins 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 mark the complaint ‘unresolved’ which may negatively affect its rating.

Hello Craig,

I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without the cooperation of the casino. I will mark the complaint "unresolved" in our system. I understand that you lost your winnings and this isn't a satisfactory solution to your issue. As mentioned above, we strongly disapprove of the maximum bet rule for regular play and the casino will receive black points for this. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I was of more help.

Best regards,

Peter