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Spin Station – Casino confiscating winnings

Ruling

Found for the Casino - This player has exceeded the maximum allowed bet term while playing with a bonus. As such there is nothing we can do to help them.

Read our Spin Station Casino Review.

Player's Complaint

I have been playing at the casino for several days and with extensive activity and luckily some big winnings.

Upon my request of payout of 5.000 NOK I receive an email that they have confiscated all my money in the account.

The claim is that I have breached the max betting limit. First of all, the limit they have for betting is 20% of the deposited amount when receiving bonuses (which I did not exceed) secondly they did let me bet with the potential of loosing my money.

As mentioned I have gambled for several days and had my account verified without any questions. Only when I tried to withdraw some of my winnings I suddenly received an email that all money had been confiscated. No red flags. No call or other communication to try to clarify, just en e mail saying that they had reset my account. There were no inconsistencies in my betting. The only inconsistency is that I won. Apparently the business case is tailored to avoid people from winning, should this fail they will just move the money in their excel sheet from your account to their own.

This behavior could never happen in a physical Casino, and it confirms my fear that you will never feel safe when betting online as it is only a couple of tabs on a keyboard (and some efficient call-screening) to take all your money.

Read the casino review

5 Responses

ThePOGG
Mar 06, 2020

Hi lupsefod - welcome to ThePOGG.com!

As we are the ADR for the White Hat Gaming 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).
https://thepogg.com/terms-of-use-for-dispute-resolution-service/

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

If you have any questions about the above, let me know.

Before we go any further - were you playing with one of the 'Welcome Package' bonuses?

Thanks,

ThePOGG

Lupsefod
Mar 06, 2020

Hi.

Thanks a lot for the very quick response.

Yes, I was playing with a welcome bonus. I have just received information that, apparently, they have added some specific terms for the welcome bonus. These can be found on the front page before signing in. The terms for bonus found when you look after logging in are supposedly not the real ones to use if you use a welcome bonus. When I looked, I looked for terms and wager for bonus (mainly to see how high such a wager was as I now that some casinos ensure that there is no chance that you will reach it). I did also notice a bet limit called 20% of bonus though, which I was never close to reaching.

Besides the fact that they have different sets of rules, what really distress me is the way they handle this. They have algorithms to adjust your free spins. Algorithms that prevent you from betting higher than the money on your account. Algorithms that ensures that you cannot withdraw whilst having “bonus-money” etc. etc. they could easily ensure that you where not able to bet more than the claimed limit. They obviously keep this option open as the chance of loosing ones money is higher with high stakes. Had I lost, I would never had found out, but since I win they take (of the many hidden) paragraphs and use it to ensure not to pay. Furthermore, I played over a longer period. Never at one point did I get any notifications about this.

To me it is quite obvious that there are lots of regulations and control-measures on the slots themselves, so the best protection against players who wins too much is to ensure to install paragraphs that allows the casino to take back winnings using one excuse or another.

Last but not least, and what really convince me how well-structured and cynical this is was the way they confiscated winnings. No call. No reaching out to try to understand. Just a generic email saying that they had confiscated all winnings (188.000 NOK.)

In any other business this behavior would be called fraud. I find it difficult to believe that this is not the case for a casino.

Looking forward to receive your reply.

Kind regards.

ThePOGG
Mar 10, 2020

Hi Lupsefod,

Did you place wagers of more than 50NOK?

Thanks,

ThePOGG

Lupsefod
Mar 10, 2020

Yes

ThePOGG
Mar 13, 2020

Hi Lupsefod,

Sadly in that case there is nothing we can do to help you. Spin Station Casino carry the following term for their Welcome bonus:

"6. The maximum bet allowed whilst the welcome bonus is in play is 50kr. Should you bet higher than this while the welcome bonus is in play, we reserve the right to confiscate all winnings."

You are correct that this term is found in the footer of the homepage, but it is also clearly included on the Welcome Bonus page where information about the Welcome Package is found. They also include the statement "FULL TERMS IN FOOTER BELOW
NEW GAMES" on the advertisement for the Welcome Package clearly directing you to the location of the relevant terms.

These terms have not been added recently, they have been present for a long time. Our reviewing team has been aware of the presence of this term for several years.

Finally - currently no regulatory authority requires maximum bet limits to be enforced automatically due to the difficultly and potential security concerns surrounding requiring operators to directly interface with games created by scores of different software providers.

Sorry we cannot be of further help.

ThePOGG

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Agreement

lupsefod consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Spin Station
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Imperium Network Solutions Limited

March 5, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.