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Hi nitroak - welcome to ThePOGG.com!

As we are the ADR for the Apsire Global 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.

Can you please tell me specifically what term the operator claims you have violated?

Thanks,

ThePOGG

Hello,
the operator told me that played against the bonus regulations and that I claimed a bonus for my deposit.
And that they cancelled my winnings due to the reason that I played too high !
But the thing is, that I made a deposit of 500 euro and an operator in the chat offered me a bonus if 200 euro.
There where no comments or any conditions on this Bonus and now they refuse to payout !
I know the regulations of Bonusses from spinshake and if I claim a bonus in the offers I know that I have restrictions but in that case this Bonus was offered me from an operator in the chat.
In my eyes this was a free gift in regards of my VIP Status.
But now they say that they won’t payout !
This is not acceptable for me due to the lack of information and conditions!
Hope you can help me.
Many thanks

Hi NiTroAK,

SpinShake have a clearly defined bonus policy which contains the following term:

<blockquote style="border: 2px solid #666;padding: 10px;background-color: #ccc">"When a bet abuses the betting system – regardless of which game it was placed on – it will not count towards a player’s wagering requirements. If the player placed single bets equal to or greater than £4 or £0.50 per line or 15 percent of the bonus amount before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of the player’s original deposit from a player’s withdrawal. In addition, if a player deposited with Skrill or Neteller and placed single bets equal to or greater than £2.50 of the bonus amount before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of the player’s original deposit from a player’s withdrawal."</blockquote>

Regardless of how the bonus is received this policy applies. If you have exceeded the limits included in this term while playing with this bonus there is nothing we can do to help you.

Can you confirm whether you have breached the above term?

Thanks,

ThePOGG

Sure I played higher, like the hole games I do.
But in the chat where they offered me this 200 Euro on Top there was no communication about the bonus terms that this gift also will be into the bonus regulations!!
Why can I play higher and loose but in case of winnings the refuse the payout ! In this case all my games have to be cancelled and my hole deposits have to be paid back to the the high game which normally should not be possible ! This is ridiculous and not right ! All other casinos where you have a limit there is a pop up which tell you that you are playing over the limit or also you got the information in the chat that the gift you will get will be in the normal regulation or also as free money without any regulations!

And why is the won money cancelled !
If there was a win due to the regulations, they can say that there has to be fulfilled the bonus regulations before this money can be paid out but not to cancel the win.
If this is so I referre to the above mentioned message that also all my deposits have to be paid back to the reasons that I plaid higher what also make my games irregular and have to be paid back !!

Hi NiTroAK,

Unless you were specifically informed that the money put into your account was a 'gift' or 'free of any bonus restrictions' then the money given to you would automatically and obviously be considered a bonus and subject to bonus rules.

Where bonus rules are violated the operator are within their rights to consider the bonus contract void and reset both parties to starting position - i.e. the point immediately prior to the point where the bonus was added to your account.

There is no grounds for us to contest winnings for you.

If you have violated the terms and conditions of other bonuses involving deposits in the same fashion we could review this to see if any deposit refunds are warranted.

Thanks,

ThePOGG

Dear The Pogg Team,
unfortunately also you have the thinking that the casino is in the right position but it is not !!!
If it’s as you say than fine and they give me back this deposit !
But what is with the other deposits where I also played higher and lost ?
So I can play higher and loose but if I win it’s also a fake 
and I don’t get this winning ?
That means that my money was stolen ... if there are restrictions and if this is a serious casino they would advise in the game in the moment I make a higher game, like other casinos do. But here you get no information and you can play higher and loose but if you win the void the payment and your win will be cancelled without a chance to find a fair solution for all.
They gave you VIP Status ecc if you are playing high but than the treat you like an idiot ! 
I don’t think that this is serious and for sure legally not right as well is the bonus regulations are clear but this is not a one way street it should count for both sides in case of winning and loosing and so all my games was not in the regulations and should be paid back !
Thanks for clarification!

I have also the proof that the bonus was fullfilled as per my account !
I can send you a screenshot where is declared that the bonus is finalized !
Thanks to advice

Hi NiTroAK,

It is your responsibility to ensure that you are familiar with and adhere to the terms and conditions of any bonus you accept. No regulator currently requires automated enforcement of maximum bet terms due to the technical impediments that are inherent in implementing such a restriction.

If there have been previous instances where the term has been violated and went unnoticed due to the balance having been played down, we could look to discuss this with the operator. But there is no grounds to contest your winnings in this case, only transactions involving infractions would be subject to discussion (i.e. not all deposits) and there would need to be sound grounds to believe that this had happened. So on what basis would you contest that this has happened?

Thanks,

ThePOGG

It is ridiculous also what the pogg is providing here ..  this is a clear bullshit of spinshake and the Arguments are also a shame ! But it seems that f somebody mentioned something in a regulation it is ok if this is against the player ... but for sure they can hold the money ! In that case I could also throw the money into the rubbish. 
This is not fair ... but as i understand here, also from your side there is no intention to do something!
Many thanks !

I played a lot and with high limits in the chat nobody informed ... I cancelled also some withdraws and was asked why .. than they suggested me in the Chat to withdraw due to the reason that I deserve it and now they don’t want to pay ??? What is this ? This seems that they knew exactly that they will cancel the winning without giving me a chance !!! Is that right ??

Hi NiTroAK,

While I understand your frustration as stated above there is nothing further we can do for you.

When you violate a bonus term we don't split the transaction into "compliant bets" and "non-compliant bets". The entire contract has been voided by failure to adhere to the agreement. The first non-compliant winning bet add funds to the balance that are non-eligible and from that point on each subsequent bet is placed with void funds. 

All we can suggest is that you ensure that you familiarise yourself with and adhere to the terms and condition of any bonus offer you receive in future.

ThePOGG

Ok, I understand ... so also this Site is not interested in a fair way. So the casinos can do what they want also if they have regulations in there terms which are beside the legal doing ! But Ok. Unfortunately online casinos are still not serious!

Hi NitroAK,

There's nothing illegal about the terms in question here, they are written in plain English, easily understood and have been approved by all major regulators.

I'm sorry you're unhappy, but you need to ensure in future you read and understand the terms before you play with a bonus.

Thanks,

ThePOGG

This player accepted a bonus then breached the rules associated with the bonus. As such there is nothing we can do to help them.

Hope that you can help me!
 
 I write you due to a reason regarding a withdraw problem at spinshake.com
 I started playing at this casino in the 27.08.2019, in total I made deposits of 2620 Euro (7 deposits)
 With my last deposit of 500 euro from the 30.08.2019 I could made some wins and wanted to withdraw 7000 euro. I made also some wins before, but I canceled the withdrawals to go ahead with the game. In total for sure I played for a total sum of 40-50K and get also the status as a VIP.
 Now Spinshake don’t want to make my withdraw because the say that I didn’t make a regular win due to the reason the the bonus regulations where not fulfilled.
 I asked several times for a explanation because 1st. I am not sure that I got a bonus with my last deposit and 2nd. Why can I play with higher inserts if I can’t win with them?
 So that would mean that I can loose many with an higher game but if I win that don’t pay out ??
 In other online casinos there is an information window if there is a problem with the playing limit and they don’t allow a higher playing but at Spinshake no information and I could play with the highest limits without any information.
 I don’t think that this is the right from Spinshake to take now the money back and to avoid the withdraw of my money !
 
 I thank you in advanced to help me in this case.
 Unfortunately from Spinshake I get only standard answers to my requests !
 
 I can send you also a pdf of the mail communication if needed. They are still ignoring me and sending me only standard answers.
 
 Many thanks
 
 [EDIT]

SpinShake - Refused payout

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