Our Audit team found bet/s of EUR 3 while the bonus was active which clearly breach our Bonus Terms & Conditions.I placed withdrawal order for an amount in total 9 500 EUR. Today I received a message:

Please be advised that during the verification of your withdrawal, they have noticed that our Bonus Terms and Conditions were breached.

Please be reminded that:

"12. 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."

Upon checking, on the 11th of July, while having EUR 2,320.04 in cash balance, you have claimed a free bonus of EUR 1.56, therefore the maximum bet allowed should be less than EUR 0.31., while having EUR 2,320.04. in cash balance, you have claimed a free bonus of EUR 1.56, therefore the maximum bet allowed should be less than EUR 0.31.

Our Audit team found bet/s of EUR 3 while the bonus was active which clearly breach our Bonus Terms & Conditions.

All your winnings from the breach have been voided accordingly and EUR 2,500 has been returned to your balance which you can withdraw anytime."

I deposited my own funds in amount of 5000 EUR and wanted to return it by winnings. And when I try to withdraw 9500 EUR, they are referring to insignificant breach in order to decline refund and offer me only 2500 EUR which is not enough. In my opinion the breach was in-proportionate to the amount which I was going to withdraw and return my deposited money. It seems the casino is looking for every opportunity to decline any withdrawal.

Considering that they have placed 2500 EUR in my account instead of 9500 EUR which I honestly in good faith won, I claim for the residing 7000 EUR to be refunded.

If this is not possible, I claim for refund of all my deposited money amounting to 5000 EUR.

Br

Janis

Dear Janis,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which exact bonus you have redeemed and played? Please try to specify a time line of your deposits and bonus redemptions. In this time line please detail how much were your deposits and when bonus has been activated? Ideally, please forward your game and cashier histories. My email address is [email protected]. 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

Dear Petronela,

I am not sure about which bonus it refers to. Even though, they were tiny and it was more for fun. I didn't know that it could be used to decline my withdrawals. But it seems casino uses all possibilities to refuse any withdrawal. I will send you bonus and deposits history via email, you indicated.

Br

Janis

Thank you very much Janis for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej 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 Janis.

Generally, we dislike the practice where casino force players to calculate how much they can/can't bet.

12. Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited.

However, in bonus play we consider this with some tolerance for the casino.

Could you please confirm that this bonus was activated by yourself and not automatically by the casino?

Dear Matej,

There were plenty of bonuses, which they occasionally offer. I guess I used some just for fun, as this couldn't be really "profitable", as usually. And I can't deny that I could use it, as I really don't remember and don't recognize, which of them was used or not used. My main concern is that this small bonuses with small winnings are really used for scamming their clients for refusal of payments of a reasonable amounts.

Br

Janis

Well, bad casinos they are usually very strict in this. However, the good casinos look into what happened with bonus money. If your high bet led to losing, then they pay the winnings. If the high bet caused winnings, then the casino will void it. So it depends on circumstances and how good is the casino. Do you have access to your game log? Could we look at it?

Where can I get it? I can give you whatever you need, but is there a chance I can get my money back?

Janis

You should find your game history in your account.

All depends on if your winning was from using the bonus money or real money. (Even if your winnings were from real money, it depends on the casino decision, but logic is on your side)

Unfortunately it does not show my game history. There is bonus history, but no game history.

Janis

We will have a meeting tomorrow, where we will be discussing your case. Sorry for the delay.

Thank you very much!

Dear Matej,

Do you have any news?

Br

Janis

Hello Janis.

Yes, we discussed your case, and all depends on your game history. Unfortunately, I am still trying to get good contact with the casino, but they are not responding. 

I will request them my game history from 11th July until 15th July. Hopefully they will send it to me.

That would be very helpful.

Thanks.

Unfortunately, they can't provide history via email, but putting here printscreens is impossible, as there are thousands of plays. Alternative could be that for 24h I provide you with my login and password so that you could enter and see all the information, however as I already mentioned I can't see there my game history. I guess there is no such sensitive information that you could use for bad cause.

I am sorry Janis, but you should not share your password with anyone. We never ask players for their password and never can use it even if you send it to us. It is strictly against casino terms and conditions.

Well, we do not need a whole history - in your case, we believe that only in case if you won the winnings directly from that €1.56 bonus, the casino has right for voiding the winnings. So please try to find in your game history what happened when you took a bonus and rounds which follows.

Thanks.

Hi,

I looked through all the game history, and no any bonus games are shown there. Bonus games only appear in bonus history (please send me email, where can I send the prtscr). In games history I can see only games I played for my money (I will send you some prtscr from my phone).

Please send them to my email: [email protected]

Done

From your game history, it looks like you had some winnings at 17:45 from that €1.56 bonus. At 17:52 it looks that the winnings were converted to real money. Could you please check in your game history at the time around 17:45? Look for the winning spin from bonus money.

Thanks.

The information about bonus is available and appears only in bonus history. it does not appear in game history. As you see in prtscr4, there is a gap between 17.35 and 17.52 (this is prtscr from all games history). So, it seems that bonus plays does not appear in game history.

Hi Matej,

Any updates on status?

Br

Janis

Unfortunately not. I hope this is just because of the holiday season and they will reply soon.

We would like to ask the Spin Madness 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’.

So, if they say no, you cant do anything? And you dont have any means to change their mind? So what is the point to submit any claims?

If they do not answer, we will help you to submit a complaint to the regulator. 

The whole point of submitting a complaint is in the rating system. Each complaint decreases the casino rating and warns other players and makes them think twice before play in the casino with a bad rating.

Ok, thank you. I really appreciate if you could help me to submit complaint with the regultor.

I am very sorry, Janis, but the casino is non-responsive.

As I promised:

Please contact the regulator, but please keep in mind:

Antillephone should only be contacted by players when they believe an Оperator is in breach of their license. All disputes with an Оperator about a payout, a blocked account, a delay, broken features and so on, should first be taken up directly with the Оperator. If no resolution is found there are number of independent bodies you can contact, which should be listed on the an Оperator website.

Here is the email: [email protected]

Don't forget to mention that you already tried to solve the dispute with the casino and 3rd party mediator (include the link on this complaint), but nothing helped and you are requesting their help.

Please let us know when you submit the complaint and when you receive an answer from the regulator.

We didn't receive any answer from Janis, but we assume that Janis submitted the complaint to the regulator.

Please Janis let us know when you will get any new information from the regulator.

Hello Janis.

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

Hi! No, I havent submitted anything to the regulator. I dont have any news regarding this case, nor any funds have been refunded. 

I apologize, Janis, but I regret to inform you that it is now too late to address your complaint since you did not submit it to the regulator in a timely manner. Unfortunately, we are unable to assist you any further as the regulator only handles recent complaints.

Regrettably, we have no choice but to reject this complaint due to your failure to submit it to the regulator. I apologize once again.

Dear Janis,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.