Spinstation - dont pay

Ruling

Resolved - Despite the breach of terms, Spin Station casino decided to pay this player their full winnings. Big thumbs up!

Player's Complaint

I use google translate, so sorry if my sentences are incorrect.

I have 4000 euros won in this casino (https://www.spinstation.com/) at 31-8-2016. Several times, said the casino by email and chat the went to pay, but still they did not. These are some responses I have received from them, of course I have these mails

Because they did not pay and I heard nothing more from them, I emailed them several times and asked if they would make the money.

At 2-9, I received this message:

Hi [EDIT],

I hope you are well.

Congratulations, your documents are approved. Your withdrawal process should be finalized soon. We will contact yu once it's done.

Thank you for your time and co operation.

6-9 I received this message

Hi [EDIT]

Thank you for cont acting Casino Support.

Please be advised that there is no problem with your withdrawal. It shouldering be paid within the week, most likely sooner.

Kind regards

[EDIT] Casino Support

At 8-9, I received this email

Dear [EDIT],

Thank you for cont acting xhttp://www.spinstation.com

The reason the withdrawal was returned was due to the account awaiting documents at the time, we have now received the documents and your withdrawal shouldering be processed within the usual time frame, it normally takes 2-5 working days for the funds to reach the account.

That we trust we have been of assistance, but do not hesitate to contact us again shouldering you have any Further queries.

Kind regards

Casino support.

At 9-9, I received this email

Your account has been found be in breach of clause 6 (xx) of our Promotional Terms & Conditions:

(xx) Where a Welcome Bonus and/or No Deposit Bonus has been granted to you, subject to you being required to have met all wagering requirements, you will be limited to a maximum withdrawal value of your total deposits any remaining balance will be forfeited if the casino deems your play to be irregular. For example, equal, zero or low margin bets or hedge betting, shall all be considered irregular gaming for bonus play-through requirement purposes. "State" game abuse is where the player collects gems, coins and other items that initiate a bonus round or complimentary spins, to nearly the point of activating the bonus or complimentary spins, and this is done with the welcome bonus and first deposit, and then the player then plays the balance down to under 1 credit, therefore, cancelling the wagering requirements, then re-entering the game with another deposit of cash only with no bonus and re-entering those games to complete the collection of items to trigger the bonus of complimentary spins. Other examples of irregular game play include but are not limited to, placing single bet in excess of EUR5.00 to initiate a high win during the early stages of game play, then making a significant change in bet size down to less than EUR1.00 a bet until such time as the wagering requirements for that bonus have been met. While a welcome bonus is in play the maximum you may bet on any single bet will be capped at EUR5.00, above this amount will be considered irregular play for bonus play through requirements. The Casino reserves the right to decide in its sole discretion which activities constitute "irregular play" for Bonus Play through Requirements. This clause will only be applied at the discretion of casino management. All progressive wins are exempt from this clause.

Therefore, your winnings have been confiscated and your balance has been reduced to the total of your deposits, this is now available for withdrawal.

I play very rarely at online casinos and am certainly not a professional player. Of those bonus terms I understand nothing, especially since it is in English and because I have little experience of playing in online casinos. If I had known that I could not use more than 5 euros, I would not have done that.

But they have me, as you can see, ensuring that they would pay and that everything was in order. And then suddenly 10 days after winning the money they suddenly come up with the mail I get nothing. I suspect because I have emailed regularly when I got my money, they have experienced this as annoying and therefore started looking for something to get out of the payment.

I've asked several times to fulfill their commitments and to pay, but they do not respond and say that I just have to make a complaint.

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