According to Spicy Spins Terms and Conditions a "Total bets" is defined as the sum of individual bets (lines, chips, hands, etc.) within a round, i.e., the total bet amount when clicking the "spin" or "play" or equivalent button.

I placed a bet on the 01/05/2020 01:54:59 at Blackjack Lobby 5eab812bb841440e9890ad15 which was a €20 hand. I selected double cause the dealer had a low hand and won €80. Please note that i clicked double after

the "spin" or "play" or equivalent button.

Spicy Spice has cancelled my withdrawal and removed all my winnings stating it because of "Irregular play": Placing total bets equal to or greater than 30% of the value of the deposit currently in play. 

"Thank you for playing at Spicy Spins Casino

We have received your payment of GBP 100 and your balance has been credited with€ 112.51 Reference number: 589092."

30% of €112.51 = €33.753.

I have tried to explain to them that according to their T&C and definition of "Total Bets", that my blackjack hand is valid and not in breach of any "irregular play". They refuse to acknowledge this and try to claim that my other bets of €31 and €32 also violated they "irregular play" rule. After pointing out that 30% of €112.51 is €33.753 they respond with "you placed a €40 bet which is 30% greater than the deposit" and closing the chat. Most cases they don't respond at all.

They have refused verify or provide a detailed breakdown of this blackjack hand which will prove that I played according to their T&C.

Spice Spins Betting rules:

16. . Betting rules 1. . You must bet according to the specific rules of the game you are playing. 2. . We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play. 3. . "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. 4. . "Total bets" is defined as the sum of individual bets (lines, chips, hands, etc.) within a round, i.e., the total bet amount when clicking the "spin" or "play" or equivalent button.

Dear Celumusa,

Thank you very much for submitting your complaint and forwarding all the relevant communication together with your game history. I’m sorry to hear about your issue. I have checked the T&Cs, and this is what I found: 

"Betting Rules

The casino expects you to follow the rules of each game while playing at the casino.

"Irregular play" includes, inter alia:

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

Buying an in-game special feature (including but not limited to free spins) for a purchase/buy-in cost equal to or over the 30% of the current deposit in play."

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. 

Could you please confirm that you were playing without an active bonus? We will contact the casino and ask for their standpoint, right after your confirmation. Looking forward to hearing from you.

Best regards, 

Petronela 

I can confirm that i was playing without an active bonus.

Thank you very much Celumusa for providing the necessary information. 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 Celumusa,

Please could you forward me any supporting evidence? We really want to help you to resolve this unpleasant situation, but we will need either your game history. My email address is [email protected]. Thank you very much in advance for your reply.

Best regards,

Juli

Hi Juli,

Supporting evidence has been forwarded as requested.

Regards, Celumusa

Hello Celumusa 

Unfortunately, this is a common problem with casinos which use this predatory term: 

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

We believe that rules like this shouldn't force the player always to think how much is 30% of his last deposit and it doesn't make sense in real money play. 

Our position is pretty clear. The casino should pay you your winnings.

Recommendation for the casino: 

In case you can't change this rule, then you should consider not to enforce this rule for real money winnings. 

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 close the complaint as ‘unresolved’ which may affect its rating.

Hello Celumusa,

We punished casino for their predatory and unfair term, there should not be any max bet applied for a real money.

16.2. "Irregular play" includes, inter alia:

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

We consider this rule unfair and classify this complaint as: "Against Fair Gambling Codex" .

http://www.kpvfaw.com/fair-gambling-codex-for-casinos

Spicy Spins Casino has Curacao license and you can write an email to Curacao licensing authority for free

I am afraid that until somebody from the platform start thinking why their casinos are so poorly rated and decide to change their terms, we can't do much to get your winnings. Of course, we publish your complaint and give the Spicy Spins Casino more black points.