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spinaro voided all my winnings claiming i canceled the bonus midway into the bonus but its not true.

i made a deposit into the casino of 1500 dollars. opted in for the 100% up to 1500 bonus. the offer allowed you to use your real cash first then bonus money afterwards.

so i used real cash first that i deposited and won playing slots (money cart 2). i won 3625 dollars using my real money (not bonus money). so since i won before using the bonus, i decided to cancel the bonus and withdraw my winnings.

i did bets of 50$ on the slot game.

now they voided my winnings and are claiming:

" You have the right to cancel any bonuses without proceeding to their wagering, without any loss of your own funds. However, if you played with bonus funds and decided to cancel the bonus before fulfilling the wagering requirements, all winnings accumulated during the bonus period will also be deducted.

- The Player can request a withdrawal of their deposit before meeting the requirements for bonus wagering. In this case, the amount of the bonus and winnings are void, and the remaining funds, if any, are paid to the player.

Based on our records, you utilized bonus funds during your gameplay. This means that the wagering requirements associated with the bonus were applicable to your gaming sessions. As such, when you decided to cancel the bonus, it resulted in the voiding of all the winnings accumulated during the bonus period, as stipulated in our Terms and Conditions. "

i did not use the bonus funds so the terms dont apply to what i did. i talked to them and they are refusing to hear me out.

i also attached the relevant terms on their website that apply to what im saying

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify whether your entire balance was divided into real-money and bonus balance, or if it appeared together as a single bonus balance once you activated the bonus?
• Have you made sure not to start wagering the bonus balance after canceling the bonus?
• Did you receive any warnings or pop-up notifications regarding the cancellation of your bonus?
• Have you placed the $50 bets only after canceling the bonus, and not while the bonus was still active?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Could you please specify whether your entire balance was divided into real-money and bonus balance, or if it

appeared together as a single bonus balance once you activated the bonus?

-it was divided

Have you made sure not to start wagering the bonus balance after canceling the bonus?

-yes i made sure of that 100%

Did you receive any warnings or pop-up notifications regarding the cancellation of your bonus?

-no

Have you placed the $50 bets only after canceling the bonus, and not while the bonus was still active?

-i did the big bets with my cash balance before it reached the bonus balance

Thank you for your reply.

Please contact the casino’s customer support via email and request your gaming history in Excel format, covering the period from the moment you deposited $1,500 up to the moment when the casino voided your winnings. Once you receive the file, kindly forward it to [email protected].

We need to review your gaming history to determine whether any Terms and Conditions might have been breached, which could explain the casino’s decision to forfeit your balance.

ok i will ask them now

Thank you very much, vessjab, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) 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.

Dear vessjab,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Spinaro Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Spinaro Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Hello,

We appreciate your engagement and the opportunity to clarify how the General Bonus Terms and Conditions apply in this case.

We fully understand that winnings play a significant role in your gaming experience at our casino, and we are committed to providing transparent and respectful communication in such matters.

After a comprehensive review of the account, we would like to highlight that, as per the Terms & Conditions agreed at the registration moment, "[...] By canceling the bonus, the whole amount in the Bonus balance and all winnings accumulated during the bonus period will also be voided."

Additionally, an important part of the Terms & Conditions applicable in this case is "The Player can request a withdrawal of their deposit before meeting the requirements for bonus wagering. In this case, the amount of the bonus and winnings are void, and the remaining funds, if any, are paid to the player."

More than that, it is important to note that bonuses may be cancelled by players directly, and this process includes a pop-up window that requires double confirmation to ensure intent.

It is essential to mention that the progress of a bonus, the action to delete it, and the divided balance are visible in the "My Bonuses" section.

Lastly, we would like to highlight the fact that while you have an active bonus, the maximum bet is 5 EUR (~8 CAD), but the customer made higher bets, as mentioned in the previous messages, and also visible in the provided transactions list.

We trust that this explanation reflects our ongoing commitment to providing a transparent and fair experience for all of our customers.

Best regards,

Spinaro Team

Dear Spinaro Casino,

Thank you for your clarification.

Dear vessjab,

After a thorough review of all available information, I regret to inform you that we are unable to assist you further in this case. While it is true that you played using your own deposited funds, this is standard practice with casino bonuses - real money is always used first, and bonus funds are only activated once the real balance reaches zero.

In your situation, you successfully completed the wagering requirements without depleting your balance, which was partly possible due to placing bets that exceeded the maximum limit allowed under the bonus terms. Since the bonus was never cancelled, all of its conditions remained active during your gameplay. As a result, the casino acted within its rights to void your bonus winnings due to a clear breach of the bonus terms.

Your initial deposit was returned intact after the winnings were voided, which aligns with the correct procedure on the casino’s part.

Given these circumstances, I must reject your complaint as unjustified.

Thank you for your understanding. I’m sorry we could not provide a more favorable outcome this time. If you experience any other issues with this or another casino in the future, please don’t hesitate to contact our Complaint Resolution Center - we are always here to help.

Best Regards,

Kubo