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Spinia – taking away 14000 euro winnings

Ruling

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

Read our Spinia Casino Review.

Player's Complaint

Hi,

I Want to make a complaint, request my winning money back AND prevent that other players will experience the same situation I had.

I am not new to casinos, I was plokerplayer for 7 years so I know the sites and rules of several operators. But this time I really feel I am trapped/mislead/robbed by Spinia, I hope and expect that you understand and Agree to my opinion on the following situation:

I decided to give Spinia a try and I deposited 2 times, 100 and 200 euro. First with 1st deposit bonus 100%, i Lost all that money. Afterwards I deposited 200 with another deposit bonus.

With that money I made a totall of 14300 euro, A big win!

During the play I had contact via live chat, they told that i should complete all wagering requirements before I could cashout (4000 + 6000, = 10000! A lot of money for only a 2nd deposit bonus left in account)

However after player for lot of Hours, i completed all these requirements. Moreover they told me that When I should cancel the bonuses when I did not reached the wager requirements, I would lose my winning money of 2600 (1st deposit winnings) and 2nd deposit (400). I found that already strange since I could not place these numbers since I had already 7K plus euro in account. So therefore I assumed I would maximum lose 3000 euro if I cancel the bonus.

But as I said, i continued and reached the wagering requierments.

I stopped with 14300, made several cashouts to my SKRILL account. Same as I used to deposit.

I did sent all the required documents.

The day after I got this message:

We noticed, that you have breached our maximum allowed bet with an active bonus rule. We remind you that when the bonus is active, your bet can’t exceed 300 RUB / 5 EUR / 5 USD / 50 NOK / 6.5 CAD / 6.5 AUD / 6.5 NZD / 20 PLN / 125 CZK (Unless stated otherwise in special terms for the bonus).

Your bets were over 500 EUR when wagering an active bonus, which violates our Bonus Terms And Conditions policy: https://www.spinia.com/promotions

Therefore, we have made the decision to confiscate the winnings. You are left with the initial deposits from which you activated the bonus. Please, be more careful while playing in the future!

!!!!!!!!

So they took away my 14000 euro winnings and left me with 300 euro in account. HOW IS THAT POSSIBLE with these misleading rules!

For the following reasons I request

1 A bonus code should be fair and easy to understand. With this bonus terms you mislead and rob players since: you can bet all your money all the time and lose in the end. But if you WIN, Spinia would take away all money since you just placed 1+ bets higher than 5 euro! Im sure this wont stand court, this is unfair. Spinia can make it fair to do not give players the option to bet more than 5 euro. But now I can waste all money, while when I win I have no chance to keep it according the terms and conditions.

2. While playing, I had contact with live chat. They could have told me I could better stop playing since Spinia would take all my winnings away. Instead, they told me I had to complete my wagering requirements! + They told me when i decided to cancel the first deposited bonuses I would lose a Big part of my winnings (2600 1st deposit + 400 2nd deposit). This amount however, is way less than I had in my account. Therefore I Assumed That I had winnings anyway!

But in the end I completed my 10K wagering.

3.It is totally out of proportion, taking off 14K winnings from a deposit of only 300! Just how is that allowed? instead of contact the player and told him that you better can stop play or make a fair solution, they take just with 1 click everything away.

4. 14000 is nothing for these big winning operators, let them pay out winning players instaid of robbing/misleading them.

4. I Hope to prevent togerther with you that other players will have this situation. I am pretty sure that a neutral judge will choose the players side against those big companies. I mean I am before online gaming/gambling, but do it in a fair and polite way. Now, they have long list of terms and conditions who almost noone reads. They communicate wrong via live chat. Afterwars via one short e-mail they tell you they took away all winnings, not helping or finding a solutions both parties can life with.

In conclusion, Spinia should offer fair bonuses instead of bonuses that give them rights to take players winners back. If you have these terms and conditions that players are not allowed to place higher bets than 5 euro, Spinia should not give players the Option to bet higher than these amounts!

I request all my winnings money back, and if not, I request a big part back and a solution both partiers can live with.

Look forward to your response, Kind Regards, [EDIT]

Read the casino review

1 Response

ThePOGG
Jul 03, 2019

Hi nlalexmohnl - welcome to ThePOGG.com!

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.

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

Unfortunately there is nothing we can do to help you in this instance. As an experienced online gambler you will know that all bonuses and promotions come with associated terms and conditions. It is your responsibility to ensure you know and do not violate the terms of any bonus you accept.

In this instance maximum bet terms are almost universally applied to casino bonuses. These terms have been reviewed and accepted as fair by all the major gambling regulators and the UK ASA and CMA. I'm sorry, there is not ground to challenge the fairness of these terms.

If have placed bets larger than €5 the operator are within their rights to void the bonus contract and reset both parties to their starting positions.

Thanks,

ThePOGG

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Agreement

nlalexmohnl 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:

  • Spinia
  • Malta Gaming Authority
  • N1 Interactive Ltd

July 2, 2019