Spins House Casino - Igrač upozorava na kašnjenje u dobitku.

Please do not use this casino. Very poor, don’t pay winnings and find ways to cancel withdrawals using silly T&C. Please stick to a casino that is at least licensed

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Dear RKG2000,

Thank you very much for submitting your complaint.

I’m sorry to hear about your experience and the frustration caused by the confiscation of your winnings.

From the information provided, the casino claims that your withdrawal was denied due to "irregular gameplay," specifically stating that some of your bets exceeded 30% of your deposit. To better understand the situation and assess whether this action was justified, I would like to ask you a few additional questions:

• Did you activate any bonus when making your deposit, or were you playing with real money only?
• Do you have a full game history or transaction history that you could share with us?
• Did the casino provide you with any additional explanation or specific evidence besides what you have already shared?

If you have any supporting documents, screenshots, or communication with the casino, please feel free to upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela, 

Did you activate any bonus when making your deposit, or were you playing with real money only? - The first deposit I played with the bonus and won a large amount so kept playing until I was out of the deposit and could withdraw. 

Do you have a full game history or transaction history that you could share with us? I did however I’m locked out of the casino so can’t no longer gain access. 

Did the casino provide you with any additional explanation or specific evidence besides what you have already shared? No, all that happened was i provided the ID and full documentation requested to be told I could only withdraw £300 not £3500. I then questioned if I withdraw £300 can I still play with the reminding £3200 to see if I had chance of winning further and they said no that money will disappear once I get my £300. I then was told I’d breached the T&Cs and was only able to get my original £35 deposit back and all my other deposits wasn’t returned. My account was then closed 

, 

Did you activate any bonus when making your deposit, or were you playing with real money only? - The first deposit I played with the bonus and won a large amount so kept playing until I was out of the deposit and could withdraw. 

Do you have a full game history or transaction history that you could share with us? I did however I’m locked out of the casino so can’t no longer gain access. 

Did the casino provide you with any additional explanation or specific evidence besides what you have already shared? No, all that happened was i provided the ID and full documentation requested to be told I could only withdraw £300 not £3500. I then questioned if I withdraw £300 can I still play with the reminding £3200 to see if I had chance of winning further and they said no that money will disappear once I get my £300. I then was told I’d breached the T&Cs and was only able to get my original £35 deposit back and all my other deposits wasn’t returned. My account was then closed 

Hi RKG2000,

Thank you for your detailed reply.

To better understand the situation and assess whether the casino’s actions were justified, I would like to clarify one important point:

• Can you please confirm whether, while playing with the bonus active, you may have placed any bets that exceeded the maximum allowed bet (often limited to a certain percentage of the bonus or deposit, e.g. 30%)?

The casino mentioned "irregular gameplay" related to bet sizing, and it is important for us to understand whether any such bets may have occurred during the bonus wagering period.

If you are unsure, please let me know as well, or share any details you remember about your bet sizes during that time.

If you have any additional communication with the casino or any screenshots that might help clarify this point, feel free to upload them here or forward them to petronela.k@casino.guru.

Thank you in advance for your reply.

Hi, I’ve just looked at my bank statement and I deposited 30, 30 and 50 but after the 2nd deposit I was out of the bonus and chose not to have anymore bonus’s. I’m just confused because how can that be right because the agent who I was speaking to on live chat was asking me to keep playing but I said no not until I’ve been paid my winnings and that’s when things started going downhill

the latest from the casino

Hi RKG2000,

First of all, please accept my sincere apologies for the delayed reply. We are currently handling a high number of complaints, so some delays are unfortunately unavoidable.

Thank you for your detailed explanation.

I would like to clarify one important point regarding your case. If higher bets than the allowed limit were placed during the bonus wagering, we would unfortunately not be able to assist further, as this is a common and generally accepted rule across casinos.

However, if such bets were placed after the bonus was completed and you were playing with real money, then we would consider this approach against our Fair Codex, and the situation could be viewed as potentially unfair.

To better assess this, I would like to kindly ask if you are able to provide:

• your game history, or
• your cashier/transaction history

Even if your account is closed, you can try requesting these records directly from the casino via email, as they are usually obliged to provide them upon request.

These documents would help us determine exactly when the higher bets were placed and whether the casino’s actions were justified.

Thank you in advance for your cooperation.

Hello, No worries at all on the delayed response.

I have asked for further clarification but no response. I will now ask again them to provide the information.

thank you for all your help and time with my situation.

Hi RKG2000,

Thank you for your reply and for the update — I appreciate your cooperation.

Could you please confirm whether you have had any success in requesting this data from the casino since your last message?

Thank you in advance for your reply.

Hi,

I’ve not received any response from the casino requesting the information.

many thanks

Hi,

I have chased Spins House again for a response

Hi RKG2000,

Thank you very much for sending the game/transaction history — I really appreciate your effort in obtaining this.

I have reviewed the data carefully, and based on what I can see, it appears that:

• There were bonus-related entries earlier,
• However, at the time when the higher bets were placed, it seems that no active bonus was in play, meaning you were likely playing with real money funds.

If this understanding is correct, it would be a very important point. Applying maximum bet restrictions to real money gameplay after a bonus has already been completed would be considered unfair from our perspective.

Before we proceed further, could you please confirm whether this matches your understanding of the situation?

• Do you agree that the higher bets were placed after the bonus had already ended?
• And that you were playing purely with real money at that stage?

If this is confirmed, we will proceed with the case and formally confront the casino, as such practice would be against fair gambling principles.

Thank you in advance for your reply.

Hi, That is correct I was playing with real deposits and no bonus was active, hence able to withdraw my funds. At this point I was informed the £3500 wasn’t eligible to withdraw only £300. Then they told me the £300 wasn't eligible either and closed my account.

Dear RKG2000,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Hello there,

Thank you RKG2000 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spins House Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Hello,

id like to know why I wasn’t paid my winnings. The original win was £3500 but they said because the T&C’s this wasn’t going to be accepted. They then said I was due the max pay out of £300 and then said I broke the rules and they didn’t pay nothing out and basically was very unprofessional in the agents responses.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter