I deposited € 50 and received a € 50 bonus. After the turnover was reached I still had € 264 in my account. After uploading all the required documents, I submitted the withdrawal of € 264. This was rejected and my winnings were canceled, so that my € 50 was still in the account. I reportedly made a spin with a stake of € 8.28. As it turned out, that wasn't really a spin. My stake at the time was 20-30cent in the game Book of Shadows. It is a hold and win slot. I spun 2 reels again that apparently cost about € 4 per reel in total, probably € 8.28, so I supposedly exceeded the max bet while the bonus was active.

Would be nice if you could help me. Thank you Markus ***

Ich habe 50€ eingezahlt und 50€ Bonus erhalten. Nachdem der Umsatz erreicht war hatte Ich noch 264 € auf meinem Konto. Nachdem Ich alle erforderlichen Dokumente hochgeladen habe ,habe Ich dieAuszahlung von 264€ eingereicht. Diese wurde abgelehnt und meine Gewinne storniert, so das meine 50€ noch auf dem Konto waren. Ich habe angeblich einen Spin mit 8,28€ einsatz get?tigt. Wie sich herausstellte war das aber kein Spin im eigentlichen Sinne. Mein Einsatz Betrug zu dem Zeitpunkt 20-30cent in dem Spiel Book of Shadows. Es ist ein Slot mit Hold and Win Funktion. Ich drehte 2 Walzen erneut das kostete anscheinend pro Walze ca 4 € gesamt wohl 8,28€ damit habe Ich angeblich den Max Einsatz w?hrend der Bonus Aktiv war überschritten.

W?re sch?n wenn sie mir helfen k?nnten. Vielen Dank Markus ***

Dear Markus,

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.spinmillion.com/en/terms-and-conditions:

"Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited which should not exceed 8 EUR, 8 USD, 8AUD, 8CAD, 80 NOK, 580 RUB (as applicable). Therefore, placing a bet of 8 EUR while there’s an Active Bonus of 100 EUR in effect is considered acceptable practice. In addition, players from Sweden are allowed to place single bets lower than 20% of the total value of the Active Bonus credited which should not exceed 5 EUR, 50 SEK."

Could you please forward your game and bonus histories? My email address is [email protected]. Which exact bonus you have redeemed and played?

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

Best regards,

Petronela

Hello, first of all thank you for your trouble.

Unfortunately, I cannot find a game and bonus history. Since Och can only look back a maximum of 7 days in the casino. Due to the long processing time of the documents and the additional days until my prize was canceled, these 7 days are already over. After the 50 euros of my deposit had been posted back to my account. I gave this 50 for payout. That has now been canceled and the 50 € are now gone. The attached picture shows the two incredible bookings for me. greeting Markus

Hallo, vielen Dank erstmal für Ihre Mühe.

Eine Spiel und Bonus Historie kann Ich leider nicht finden. Da Och im Casino nur maximal 7 Tage zurück gucken kann. Durch die lange Bearbeitungszeit der Dokumente und der zus?tzlichen Tage bis zur Stornierung meines Gewinns sind diese 7 Tage bereits vorbei. Nachdem man mir die 50 Euro meiner Einzahlung wieder auf meinen Account gebucht hatte. Habe Ich diese 50 zur Auszahlung gegeben. Das wurde nun auch storniert und die 50€ sind nun auch weg. Das angeh?ngte Bild zeigt die beiden für mich unglaublichen Buchungen. gruss Markus

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

Dear Markus,

I’m sorry to hear about your negative experience. I will do my best to resolve your case.

I would like to invite Spin Million Casino into this conversation.

Dear Spin Million Casino,

Can you please clarify the situation? In addition, please forward any relevant evidence to my e-mail address [email protected].

Short update, after a chat contact with the casino I managed to get at least my deposited € 50 back.

Kurzes Update, Es ist mir nach einem Chatkontakt mit dem Casino gelungen vorerst wenigstens meine eingezahlten 50€ zurück zu bekommen.

Dear Markus,

Thank you for the update. I’m glad your deposits were returned. We are still waiting for the casino to reply and/or provide any evidence regarding this issue.

I think we can wait a long time. It is just not explicitly stated that with a basic bet of 20 or 30 cents / spin in a game with hold and win function, the re-turning of the reels, which costs extra, the costs for re-turning individual reels are added together. So I came up with a bet of 28 cents over the maximum of € 8. And then we're only talking about a single spin in 2-3 days that I played there. All other bets were never guaranteed to be over € 1. They must have seen that too. For me it's just deliberate and completely without goodwill. In this unclear, not further defined case, one could have said, it's ok that way. Or a compromise of 50% of the profit or something. I think that's still naughty even after a week. Greetings Markus

Ich denke da k?nnen wir lange warten. Es ist halt nicht explizit aufgeführt das bei einem Grundeinsatz von 20oder 30 cent/spin in einem Spiel mit Hold and Win Funktion das Nachdrehen der Walzen, was ja extra kostet, die kosten für das Nachdrehen einzelner Walzen zusammengerechnet wird. Ich kam somit auf einen Einsatz von 28 Cent über dem Maximum von 8€. Und dann reden wir auch nur von einem einzigen Spin in 2 -3 Tagen in denen Ich dort gespielt habe. Alle anderen Eins?tze waren garantiert nie die über 1€ . Auch das haben die ja sicher gesehen. Für mich ist das einfach Mutwillig und v?llig ohne Kulanz. In diesem unklaren nicht n?her definierten Fall h?tte man ja auch mal sagen k?nnen, ist ok so. Oder ein Kompromiss al la 50% vom Gewinn oder sowas. Ich finde das auch mit einer Woche Abstand noch Frech. Gruss Markus

We would like to ask Spin Million Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Markus,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving your complaint, and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's reputation, 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.