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Title: Spinimax - Winnings confiscated due to gamble feature bug on Ramses Book

Description:

Hello everyone,

Spinimax Casino is refusing to pay out my winnings from the "PLAY150" bonus, claiming I exceeded the maximum allowed bet (max bet rule). The limit was €7.50. However, I only played the "Ramses Book" slot (Gamomat) manually with bets of no more than €1.50 per spin.

The casino sent me three specific round IDs via email, in which violations of up to €25 allegedly occurred:

a485378b-a4c8-11f1-8c4e-42010a140019

a40057ff-a4c8-11f1-8c4e-42010a140019

a3871cad-a4c8-11f1-8c4e-42010a140019

While reviewing my betting history, I noticed a known software bug in the casino system: it incorrectly logs the risk steps within the in-game "Gamble" feature (risk ladder/card gamble) as new, separate bets. My actual stake from my account balance (base bet) was demonstrably only €1.50 in all these rounds. No additional money was deducted from my account for the gamble feature; only the winnings already accumulated in the round were used.

Since my actual stake was always below the limit and using the in-game gamble feature did not violate the maximum bet rule, I request that the casino release the winnings. The round IDs are available and can be verified with the game provider, Gamomat.

Titel: Spinimax - Winnings confiscated due to gamble feature bug on Ramses Book

Beschreibung:

Hallo zusammen,

das Casino Spinimax verweigert mir die Auszahlung meines Gewinns aus dem Bonus "PLAY150" mit dem Vorwurf, ich hätte den maximal erlaubten Wetteinsatz (Max-Bet-Rule) überschritten. Das Limit lag bei 7,50 €. Ich habe den Slot "Ramses Book" (Gamomat) jedoch ausschließlich manuell mit Einsätzen von maximal 1,50 € pro Drehung gespielt.

Das Casino hat mir per E-Mail drei spezifische Runden-IDs geschickt, bei denen angeblich Verstöße von bis zu 25 € stattgefunden haben sollen:

a485378b-a4c8-11f1-8c4e-42010a140019

a40057ff-a4c8-11f1-8c4e-42010a140019

a3871cad-a4c8-11f1-8c4e-42010a140019

Bei der Überprüfung meiner Wetthistorie ist mir aufgefallen, dass das Casino-System hier einen bekannten Softwarefehler aufweist: Es loggt die Risikoschritte innerhalb des spielinternen "Gamble-Features" (Risikoleiter / Kartenrisiko) fälschlicherweise als neue, eigenständige Wetteinsätze. Mein tatsächlicher Wetteinsatz vom Kontoguthaben (Base Bet) betrug bei all diesen Runden nachweislich nur 1,50 €. Es wurde kein zusätzliches Geld für das Risikospiel von meinem Konto abgebucht, sondern lediglich der bereits in der Runde erzielte Gewinn eingesetzt.

Da mein tatsächlicher Spieleinsatz immer unter dem Limit lag und die Nutzung des spielinternen Gamble-Features die Max-Bet-Regel des Guthabens nicht verletzt, fordere ich das Casino auf, den Gewinn wieder freizugeben. Die Runden-IDs liegen vor und können beim Spieleanbieter Gamomat überprüft werden.

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Hello,

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:

Our position is closely explained in Fair Gambling Codex:

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 together with a link to the specific bonus that you redeemed and played. My email address is karla.m@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.

Karla M.