Spin Million Casino - Выигрыш игрока был утрачен.

Good morning, then I made deposits in this shitty casino more than 500 euros is when I came to make the withdrawal of 1000 euros they tell me that I have violated the terms & conditions. I looked in my account in history and 975 euros are won with the money deposited not with spins or bonuses .... I got up to 1150 euros but I could not make the withdrawal, up to 1000 euros he wrote me that I have to turn. I have sent all the necessary documents and they have been approved successfully but I have canceled all the winnings

Buongiorno, allora ho fatto i depositi in questo casino di merda più di 500 euro è quando sono arrivato a fare il prelievo di 1000euro mi dicono che ho violato i termini & condizioni. Ho guardato nel mio account in cronologia e 975 euro sono vinti con i soldi depositati non con giri o bonus....sono arrivato fino a 1150 euro ma non riuscivo a fare il prelievo ,fino a 1000 euro mi scriveva che devo girare . Ho mandato tutti i documenti necessari e sono stati approvati con successo però mi anno cancellato tutt'e le vincite

Dear Cociu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you specify which exact rule has been breached, according to the casino?

Please, forward any relevant communication to kristina.s@casino.guru.

I will be waiting for your reply patiently. Thank you in advance.

Best regards,

Kristina

12. Players may place single bets of less than 20% of the total value of the credited Active Bonus and must not exceed 8 EUR, 8 USD, 8AUD, 8CAD, 80 SEK, 80 NOK, 580 RUB (as applicable). Therefore, placing a bet of EUR 8 while an active bonus of EUR 100 is active is considered acceptable practice

12. I giocatori possono piazzare scommesse singole inferiori al 20% del valore totale del Bonus attivo accreditato e non devono superare 8 EUR, 8 USD, 8AUD, 8CAD, 80 SEK, 80 NOK, 580 RUB (come applicabile). Pertanto, piazzare una scommessa di 8 EUR mentre è attivo un bonus attivo di 100 EUR è considerata pratica accettabile

Thank you for your quick reply Cociu. Are you aware of breaching this term? Did you place bets more than €8 (or 20% or more of the bonus amount)?

I have not made bets over 8 euros. And when I won 1150 euros I didn't get this money, I turned up to 1000 and I lost 150 euros for nothing until I was able to withdraw

Non ho fatto scommesse superiori a 8 euro . E quando ho vinto 1150 euro non mi anno fatto prelevare questi soldi , mi anno fatto girare fino a 1000 ho perso 150 euro per niente finché non riuscivo a prelevare

Cociu, could you please forward me your game history? My email address is kristina.s@casino.guru. Also, could you please specify, how much bonus money you received?

I only received freespin and from freespin which I received, I won € 10.35

Ho ricevuto solo freespin è dal freespin ché ho ricevuto,ho vinto 10,35 euro

Cociu, I received your email. I am sorry, but I cannot access your casino account. This would violate the casino's T&Cs, because only you can use your account.

If you cannot find the game history in your account, try requesting it from the casino. If you are sure you didn't breach the maximum allowed bet (because the term is referring to a bonus play), your winnings shouldn't be confiscated and we have to see the game history to prove it.

Please let me know if there is anything new.

Cociu, is there anything new? Did you ask the casino for your game history? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I have been waiting for the chronology to send me already for 6 days

Sto aspettando che mi mandano la cronologia già da 6 giorni

Thank you for the update, let's wait for a few more days and if the casino doesn't get in touch with you, we will intervene.

Okay, thanks a lot

Va' bene , grazie mille

Hi Kristina, still no response from the casino

Ciao Kristina, ancora nessuna risposta dal casinò

Thank you very much Cociu for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Cociu,

I looked at your case and understand the situation. I will contact the casino and see what can be done.

Okay, thank you very much Peter

Va' bene , grazie mille Peter

Hi Peter is there any answer from the spinmillion?

Ciao Peter ce qualche risposta dal spinmillion?

Hi Cociu, unfortunately not. We would like to ask the Spin Million Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Nor do they not answer me either

Né anche a me non mi rispondono

Hi Peter, is there any answer from the spinmillion?

Ciao Peter ,ce qualche risposta dal spinmillion?

Hi Cociu,

Unfortunately, there was no reply from the casino. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Best regards,

Peter