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Spintropolis – withdrwal

Ruling

Found for the Casino - When a bonus is automatically added to your account if you do not ask for it to be removed before you play you have "accepted" the bonus in your account.

Read our Spintropolis Casino Review.

Player's Complaint

Hi there

In fact, I'm really desperate and sick of writing back-and-forth with Spintropolis casino. I'm here seeking help and assist to resolve the matter with the casino

On 17 Jul 2018 I logged into my account in order to deposit and play, a chat screen pop out informing to type cash and I did ,then one of the agents asked me how much I will deposit, I wrote to him that I will deposit €40, then the agent wrote me that he has a good offer if I deposit €50 where he will be able to give me €50 Bonus plus 50 free spins in the sugar pop slot. I agree with his offer and I deposited €50 and then I get back to the chat screen and inform the agent that the deposit is done, few second my balance reading change to €100 I play in the sugar pop slot for almost 5 hours and I win €800.

I have two issue with Spintropolis casino.

The first is address verification in order to complete the withdrawal request, which already finalized.

The second issue is when I reinstate the withdrawal request, Which really frustrated me hence they started a different scenario.

And this is what they wrote on August 23, 2018

Hi [EDIT],

Thank you for contacting us.

After checking your account, I see that you are currently playing with a bonus, which comes with a wagering requirement. As mentioned in our terms and conditions, you need to finish this wagering requirement before you can make a withdrawal request.

At the moment you have a €4,169.69 in wagering to complete.

You can check the conditions of our bonuses in the “promotion” section.

Do not hesitate to contact us if you need more information, you can reach us on chat. Best regards,

The online support

Casino Spintropolis

I'm really disappointed them, why they kept me writing back-and-forth, they could have informed me in the first place while requesting withdraw. Also, they dedicated €75 and I'm fine with that.

account manager contacts me to confirm with me the withdrawal request and he informed me that financial office will contact me soon.

Anyway, I will attach all email communication with them, if you required in order to form a better understanding. please check them out and feedback if this matter could be solved.

Best regards

[EDIT]

Read the casino review

5 Responses

ThePOGG
Aug 27, 2018

Hi styprivte2002 - welcome to ThePOGG.com!

I'm afraid I'm not following what your problem is. If it is simply that the support agent did not tell you your remaining wagering requirement with their first reply, I'm afraid that would not warrant a complaint. You would still need to complete the wagering requirement for any bonuses you have accepted.

Thanks,

ThePOGG

ThePOGG
Sep 03, 2018

Hi styprivte2002,

I'm following-up on the above - is there anything more to this issue?

Thanks,

ThePOGG

ThePOGG
Sep 05, 2018

Hi styprivte2000,

Having reviewed the emails you have sent through, if I'm understanding you correctly, you seem to be unhappy that a bonus was added to your account.

At the point where you deposited €50, you were awarded a €50 bonus. If you did not want this bonus you would have needed to contact support and request that it be removed from your account before you started playing. Where you chose to play after the bonus was added you have accepted the bonus and as such are subject to bonus terms and conditions.

Is there anything I've missed here?

Thanks,

ThePOGG

ThePOGG
Sep 12, 2018

Hi styprivte2000,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
Sep 19, 2018

Hi styprivte2000,

If we haven't heard from you by Friday the 28th of September I'll assume you've not else to as to this conversation and close this complaint.

Thanks,

ThePOGG

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