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Spinland – Is lying all the time and telling different things.

Ruling

Found for the Casino - This player claimed a bonus with a maximum win cap and as such has received all of the winnings they're entitled to from Spinland Casino.

Read our Spinland Casino Review.

Player's Complaint

Hi ThePogg,

I have an issue with Spinland,

On friday 31 january i have deposited 20€ on spinland!

I deposited 20€ on spinland because i recieved a mail about a welcome offer.

In the mail was that i will recieve 200% on top of my deposit and 100 free spins in Moon Princess.

After i deposited 20€ i didn’t recieved the bonus, so i went to the chat and asked them where my bonus was!

Than she added the bonus manually.

So my balance was 20€ and my bonus balance 40€,

After that i opened the game moon princess and i saw that the free spins value was 2€ per spin.

This is a bit weird because almost everytime in any casino it is 0.20€ per spin so maybe she made a mistake but that is not my fault!

So i played the 100 spins and won in total 1441,50€ and i was soooo happy.

But after i closed the game i saw that there was 50,35€ added to my account instead of 1441,50 so that was really weird.

So i contacted the live chat and the first thing they told me is that i didn’t won anything on moon princess and didn’t recieved free spins.then they told me the bonus was capped at 50€ I said where is that in the terms and conditions! Than the guy calles [REMOVE]diego[REMOVE] told me that i have to look to term 10.1 so i did but i saw that was valid for a no deposit bonus and yes that bonus was capped at 50€

But mine was a deposit bonus so i said terms 10.2 is valid for me.

After that he couldn’t answered my questions anymore because he said something what wasn’t true and it was obvious!

So after this he escaleted the matter to the relevant team.

And the weirdest thing of evrything is that they have told me 4 things about the capping amount of the bonus what i recieved.

- bonus caps at 50€

- bonus caps at 100€

- bonus caps at 20€

But in the end 50,35€ was capped.

In the mail isn’t showing that the bonus will be capped!

So after i came with evidence and with questions there answer was that they were prepared to offer me 50 spins.....

They know i am right and trying to offer me something to hope i will accept it but i won’t do spinland!

This is really unfair and they are telling a lot of different things that they are helping thereselves into the problems...

So i want 1441.50€ in my account because i won it legit!

I hope you guys can help me !

[EDIT]

Read the casino review

7 Responses

ThePOGG
Feb 08, 2019

Hi mdb1999 - 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.

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

Thanks,

ThePOGG

mdb1999
Feb 13, 2019

More information yet?

ThePOGG
Feb 19, 2019

Hi mdb1999,

Can you please forward the email you received advertising this offer to [email protected]?

Thanks,

ThePOGG

mdb1999
Feb 21, 2019

I have forward it!

ThePOGG
Feb 22, 2019

Hi mdb1999,

I need you to forward on the email for the offer, not a screenshot and it has to include the terms and conditions.

Thanks,

ThePOGG

ThePOGG
Mar 01, 2019

Hi mdb1999,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
Mar 08, 2019

Hi mdb1999,

The operator has provided us with a copy of the email that was sent to you and the terms clearly state that the free spins have a maximum allowed win of €20. As such, if you've been allowed to retain more than €20 you've already been awarded more than you were entitled to from the free spins.

Sorry there is nothing further we can do to help you.

ThePOGG

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Agreement

mdb1999 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:

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

February 8, 2019