Evospin - 17k deducted of my balance

Ruling

Resolved - Both the submitting complainant and EvoSpin Casino have informed us that this issue has been resolved and the player has received their funds.

Read our EvoSpin Casino Review.

Player's Complaint

Evospin has substracted 17000EU of my gaming balance and I will give a brief description of what happened here and why I dont agree to this and they should pay me this 17k.

Everyweek Evospin has a Live roulette tournament with cash prices. I won that tournament first place with a price of 2000EU cash money. This money was instant withdrawable and not locked by bonus money. So this is my own money and not bonus money. Also when you look at the bonus page you see the 2000EU bonus which says: Wager Done. When a wager is done this means its your own withdrawable money and this money cannot be considered as "bonus funds" correct? Now I played with that money and made 27000EU of this money. A few hours later 17k got subtracted of this balance and received an email saying we subtracted 17k because you can max win 10k with using "bonus funds". I dont agree with this because like I explained before this money was withdrawable and at the bonus page it states: "Wager Done"(see attachment). They are not allowed to subtract 17k because the 2k is not bonus funds. I understand if I play with bonus funds there could be a max win limit but in this case this money clearly cannot be seen as bonus funds. If you look at it clearly I actually could instantly withdraw this 2k and redeposit it right away and that exact same money wouldnt be a problem then to reach 27k. Its ridiculous. When you look at attachment 2(withdrawable-bonus funds) the 2k was under withdrawable. If they would consider this money bonus funds, this money actually would need to be under the section locked by bonus, because that means this money would be actual bonus money. Besides that once again the bonus wager was status: Done. So this means the money is own money and cannot be considered bonus funds. When you look at the bonus policy statement. They say this:

The maximum number of winnings using bonus funds, including any deposit bonuses, any no deposit bonuses, weekly reload bonus, free spins bonus, cashback bonus, compoints, tournament winnings, local jackpots, loyalty bonuses and others is EUR 10,000.

I understand they stated here the maximum number of winnings using "bonus funds" is 10k. But the 2k I won on the tournament cannot be considered bonus funds because they are instant withdrawable cash! This money was not locked by bonus. How can you consider own money that is withdrawable bonus funds? When they want to apply these rules they need to rewrite their rules clearly. Now they say: Using "bonus funds" which means that money should be under active bonus. My status of the bonus was: "wager done". So when a wager is done this money is your own money and should be considered as own money and cannot be considered as bonus funds. Why would anyone in the world play this instant withdrawable money with the knowledge everything above 10k would not be payed out. Ofcourse you would first withdraw that 2k money first and redeposit it. So this makes no sense at all! I feel robbed of this casino and they are using this trick to avoid paying me the 17k. Also they sent me an email saying the 17k got subtracted because I exceeded the max bet. But the 2k cash money was already on status "wager done" When they gave the 2k cash money on my account. So once again this cannot be applicable as this is no bonus money. If you look at this matter objectively you cannot come to another conclusion that the full 27k should be withdrawable and no subtraction of 17k should be in place. I understand if they want to apply a rule on tournament money but they should make this actual bonus money and cannot make this withdrawable wager done money because this will cause for confusion and these kind of things will happen of this. I explained the matter to every big casino streamer on twitch. They all agree to me 100%! They all saying this casino is robbing me of the money and this cannot happen. Also if I will not receive my 17k that I should get I will take legal actions because I am a 100% in my right here. All the evidence is attached in the attachments. Please get back to me and investigate this matter. I can email you the attachments with proof too.

Kind Regards,

Read the casino review

12 Responses

thepogg

July 4, 2023

Hi rickoz0101 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

We'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

thepogg

July 9, 2023

Date – 09/07/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

rickoz0101

July 11, 2023

Alright. Thanks for the work!

thepogg

July 16, 2023

Date – 16/07/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

rickoz0101

July 22, 2023

Anything happening?

thepogg

July 23, 2023

Date – 23/07/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

thepogg

August 6, 2023

Date – 06/08/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

rickoz0101

August 9, 2023

still?

thepogg

August 13, 2023

Date – 13/08/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

thepogg

August 17, 2023

Hi rickoz0101,

Thanks for your patience while we reviewed this matter with the operator.

Our understanding is that €17k has now been re-added to your account.

So you understand what's happened - while the bonus terms and conditions do limit the maximum you can win with tournament prizes to €10k, the tournament page didn't list this restriction, reference the prizes being bonuses or state that they were subject to bonus terms and conditions.

The operator will be updating their policies to ensure that this restriction is made clear to players in future and you will receive your full winnings.

Please confirm that you've received your funds.

Thanks,

ThePOGG

thepogg

August 27, 2023

Hi rickoz0101,

Have you received your funds?

Thanks,

ThePOGG

thepogg

September 3, 2023

Hi rickoz0101,

If we haven't heard from you by Friday the 15th of September we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG