Spin Madness Casino - Играчът поставя под въпрос изискванията за залагане.

I was denied my withdrawal request because of a breach of terms and conditions. I know this is not true as I had made a previous withdrawal that was approved and made it through all the way during and auditing by the casino. They just don't want to pay me I have numerous screenshots and correspondence between the casino and myself to prove such requirements were met. I'm also verified and have successful withdraws from casino. I know that they are cheating me out of a fair wind and it's a substantial amount and I don't think it's fair and I need help.

Dear St3v13b,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem.

Do I understand correctly that you are experiencing difficulties completing the bonus wagering requirements? Could you please forward your cashier and deposit histories? My email address is petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi there Petronela! Thank you so much for your quick response. To answer your question... No you are misunderstanding me, sorry if i wasn't very clear. It has been hell to communicate, and beyond frustrating to get as far as this, you can imagine. I will try my best to be more on specific in my explanation.

I am very well educated at this site in particular, about terms and conditions, and also wagering and bonuses. I have several successful withdrawals at this casino.Never for this amount, but successful nonetheless. I had requested a payout and left behind some funds which were cash balance ,not bonus funds,I had already cleared all the wagering and bonus requirements, (as they cashed this amount i requested only days later). The remaining cash balance in my account was free and clear of all bonus, and/or wagering, as it was cash. As they paid me, the casino agreed this money was fairly won. I subsequently had a win streak of over 12000 cad, won with the cash balance I had left from before. This money was cleared already, as i stated before. I requested two payouts of 5000, and one for 2000. The dates you will see in my screenshots, and I will also show the e-mail i received stating that the bonus terms and conditions were breached on July 26, 2021, but my last payout was i believe the 30th... so as you can see they already had paid me since this so called breach, and wasn't ever mentioned or even eluded to up until this point.

It was fair and square, according to their own rules, not mine. They just hang up on me, and string me along until I give up, I'm exhausted and tired of the very unethical, and frankly, borderline criminal behaviour, and the lack of respect for a paying customer.

Thank you for taking time to help me, it is greatly appreciated!

Thank you very much, St3v13b, for your reply. I think I understand the whole situation better now. Could you please forward your cashier and bonus histories? 

Yes so sorry, I meant to do that on the last correspondence. Apologies. I will get them together and hope they haven't altered them at all. I will have it for you by the end of today. Thanks again for the help. If you have any questions please don't be shy.

I assume that you have activated a promotional offer before the 30th of July, accumulated some winnings, and made a partial withdrawal, is that correct? Afterwards, you played with your active balance and accumulated more winnings. Later, your withdrawals have been cancelled due to an accusation of terms and conditions breach.

Could you please forward a more detailed deposit and bonus histories? Thank you very much in advance.

That is exactly correct. That is all I can get as they delete everything older than 7 days, requesting such info is not possible either. Which is against the law, no?

Have you been advised which exact rule was breached after a partial withdrawal has been requested? I haven't found any clear explanation in the forwarded communication.

No not really, i tried to get more info but they are very rude to me now, and chat is not very helpful, or clear and concise. the site is mostly governed automatically so it would be pretty much impossible to cash out with any unwagered or unused bonus money

Thank you very much, St3v13b, for providing all the necessary information. 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.

Thanks very much Petronela!!! You have really made me feel like a person, and it is appreciated. I hope you get the credit you deserve helping people everyday. Thanks again and please take care.

Hello, St3v13b.

I am sorry to hear about the troubles you have.

I checked your case, and normally, we would proceed here and try to find some solution. Unfortunatelly we already had many cases with people behind this group, and our moral principles are far beyond theirs. After many confrontations where we pointed out that they were doing unfair practices, they started to ignore our messages. 

I think the best, in this case, would be to contact the regulator directly.

I am sure that they will be ignoring this complaint as usual.

They used to have a Curacao license. I am checking if they still have it or already lose it. Unfortunatelly you didn't choose a very good casino.

Ok thanks for trying anyways. I am hoping one day it will be policed better to stop them from, (what I assume is probably billions),stealing people's money. It's a sad turn of events. I hope you have a good day, and days to come. Really, thanks for all your effort, thus far. Who is the regulator, by the way?

They used to have a Curacao license. Unfortunately, the info about the license was deleted from their website.

Nobody is replying to my messages so far. I am trying to get more info or a better contact person.

Hello, St3v13b.

I am sorry, but none of the people whom I contacted responded.

Unfortunatelly, you chose a casino with a very bad rating. This casino was marked in our system as a zombie casino - they are not responding to anyone.

I am very sorry, but all we can do is mark your complaint as unresolved in our system. The rating of the casino will be deducted even more, and your complaint will be a warning to other players.

Please get in touch with this company: https://mychargeback.com/

They might be able to help you get your deposits back.

I thank you all again, for your tenacity and perseverance. It is greatly appreciated. I do hope that all who read this take it seriously and heed the warning, that they WILL not play fair, or follow laws, and WILL steal your fairly won money, and your personal cash as well. It is a shame that a company can get away with so much with no consequences, if it was me who stole from someone... I would go to jail! Thanks again for everything you do for the casino players rites and all else your insight and combined knowledge and skills bring to the table. Have a great day.

We are closing this complaint as unresolved.