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VIP Bonus with no maximum win utilised, applied for withdrawl of $2000 winnings and continued playing with remainder of winnings. Wager met and withdrawl submitted 12:47pm (AEST). At 8pm (AEST), HOURS later my monies in account disappeared whilst I was playing a new game. I contacted support who advised monies confiscated due to max win limit. I stated the bonus used hours earlier was a no max win limit and was told I needed to refer to bonus terms. I responded advising I knew the bonus terms to state max win limit unless the bonus states otherwise - which it did and I provided evidence in the form of a screen shot. I was then told my monies were confiscated due to betting over bonus limit. I asked for proof as I am careful not too and asked what the limit was for the VIP bonus. I was informed it was due to last game played which I argued as it's been hours since wager met and then was told it was because I'd bet 9NZD and I'd bet 10 on Merry Scary Christmas. I argued that this was AFTER wager met and withdrawl requested of 2k. At this point withdrawl was rejected. I then requested to speak with Management and was asked to wait whilst they transferred the chat to the relevant Supervisor, I waited in the chat for almost 1 hour when I was advised the Manager had emailed me sorry. I then left the chat to access my emails and no email. I have sent 2 emails to 2 different email addresses and it's now 16hrs later and still no response! I want my withdrawl and confiscated winnings as I did not breach the bonus terms on Merry Scary Christmas betting $10 hours after wagering met. Email included below for reference and I have screenshots of all correspondence.

Please help...

Spinago Support Team,

I am writing to express my extreme frustration and disappointment with the handling of my recent issue. Despite waiting for almost an hour in online chat, I was informed by Kash that the Manager had emailed me regarding the status of my case. However, I have just discovered that this email was never received, and it was conveniently hidden in my spam folder.

I am appalled by the lack of professionalism and communication displayed by your team. The inconsistency in the reasons provided for the confiscation of my funds is staggering. Initially, I was told it was due to exceeding the maximum win limit, which I promptly disproved with evidence. The justification was then shifted to an allegedly high bet, only to be later revealed that the real reason was a $10 bet in a game played hours after the wagering requirements had been met.

I request that you immediately escalate this matter to a Supervisor, who can provide a thorough explanation and evidence of my alleged breach of terms. It is unacceptable that I have been subjected to this level of incompetence and inconsistency. I expect a prompt response and resolution to this issue.

My details are as follows:

Name: Jodie P.

Contact Number: [hidden by Casino Guru]

I expect a swift and satisfactory response.

Dear JoJoLoLo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR/USD; 8 CAD/AUD; 9 NZD; 0.00012 BTC, 0.014 BCH, 0.0025 ETH, 0.042 LTC, 35 DOG, 5 USDT; 7.35 XRP; 0.014 BNB; 6.1 ADA and 90 TRX unless otherwise specified. Max bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game).

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history in Excel format, together with a link to the specific bonus that you redeemed and played. My email address is veronika.f@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi Veronika, thanks for your assistance. I did request my betting history during my communication with Spinago and was told they would email me questions that need to be answered prior to sending the history. I've responded to that email and received no further correspondence. I can NO LONGER ACCESS my Spinago so can only assume I've now been blocked which is very upsetting as I was a valued VIP member, I was told but guess that was a lie just like their excuses for not providing winnings. I'll send the info to your e.ail address.

Thanks,

Jodie

When exactly did you request the casino to send you your betting history? Please provide the date when you sent the email along with the necessary personal information.

Have you checked your spam or junk folder in case the casino’s reply ended up there again?

Also, when was the last time the casino communicated with you in any way?

Finally, what error message do you see when trying to log into your account? Has your account been permanently blocked, or is it just a temporary restriction?

Hi Veronika,

17th May was last communication. When following a link or typing in the website address, I am taken to the sign up page, attempts to login redirect right back to the sign in page also. I attempted to reset my password and was still sent back to the sign in/create account page.

Yes I have checked my spam folder.

Hello JoJoLoLo,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for letting me know Casino Guru

Thank you, dear JoJoLoLo, for your patience. Could you please specify if the casino sent you the gaming history in the meantime? If so, kindly forward it to me at veronika.f@casino.guru.

I have not received the gaming history from the casino nor can I log in to my account and my emails requesting to know why have gone unanswered...

Thank you very much, JoJoLoLo, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, JoJoLoLo!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Hi Pavel,

Thank you for your assistance.

Hello, everyone!

Three days ago, we reached out to the player and provided all the necessary information, including their betting and payment history. Upon review, it's evident that the player placed multiple bets exceeding the maximum allowable limit while an active bonus was in play.

This information, along with a detailed explanation of the violation, was sent to the player via email. As of now, we haven't received any response from the player.

It's important to note that the player had previously been warned about similar violation. Given the repeated breach of the bonus terms, the winnings were cut.

The player's account remains active and accessible. Additionally, it's possible to contact our LiveChat support without having an active account on the project.

Spinago Casino, are you able to send betting and payment history to my e-mail: pavel.k@casino.guru? Player claims that they have not received it.

We've sent the entire betting and payment history to the player after she reported that she was not provided with it here.

Hi, I have not received any e-mail from you yet. It is possible that there is some technical issue in place. Would you provide me with an address to which I can write with a request of betting history, and then you would respond to my letter by sending it?

Hello, Pavel!

We've provided all the needed information to your e-mail address (pavel.k@casino.guru)!

I need one more day to consult with my colleagues.

Spinago Casino, am I allowed to send the game history to the player?

Yes, of course!

We also sent the player all this information earlier, but didn't receive any response.

Thank you!

JoJoLoLo, I have checked your betting history and there are indeed multiple breaches of maximum bet restriction with the bonus active. Please, let me know if you would like to receive this file and where should I send it. I can send you a raw file which I received from the casino or I can send you the one where I have marked all rounds with above maximum allowed bet. I have also checked your transaction history, and after you had requested the withdrawal of 2000 AUD, you have made multiple deposits. Have them or winnings from them been confiscated as well?

Dear JoJoLoLo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Pavel
Casino.Guru