Spin Fever Casino - Бонус средствата на играча са конфискувани.

Hello!

SPINFEVER is enforcing rules that are not listed in the terms and are only communicated via chat.

The Casino offered me free spins, where I received R$432.85 in bonuses and immediately confiscated R$182.00, leaving only R$250.00 to meet a rollover of 11,000. However, the confiscation of the excess amount should only be applied after the rollover is complete, where the maximum amount withdrawable from the bonus is R$250.00.

I am attaching conversations from the chat where they first informed me that I could withdraw the entire amount and later said that the rollover needs to be completed first and that the rules cannot be posted in the terms.

I ask for your assistance in resolving this issue, as the bonus balance that should be in my account is R$432.00 for the rollover, and only after completing it should the excess amount be confiscated, leaving a maximum of R$250.00 for withdrawal.

Olá!

SPINFEVER está aplicando regras que não constam nos termos e são informadas somente no chat.

o Casino me ofereceu rodadas grátis, onde recebi R$432,85 de bônus e imediatamente confiscaram R$182,00, deixando somente R$250,00 para bater rollover de 11mil. Sendo que o confisco do valor excessivo deve ser aplicado somente após rollover completo, onde o valor máximo para saque do bônus é de R$250,00.

envio anexo as conversas no chat onde primeiro informaram que eu poderia sacar todo valor e depois disseram que primeiro tem o rollover e que as regras não podem ser postadas nos termos.

peco que me ajude a resolver isso, pois o saldo de bônus que deveria ter na minha conta é de R$432,00 para rollover e somente após completar é que o confisco do valor excessivo poderá ser aplicado, restando o máximo de R$250,00 para saque.

Dear Mariannesantos,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spin Fever Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain what bonus you received? If you have a screenshot or a link to the promotion you received, please share it here or to my email at tomas@casino.guru
• Could you please explain whether you completed the wagering requirements for the bonus or not? At which point was the amount confiscated?

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

Best regards,

Tomas

Dear Mariannesantos,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.