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Good morning. I tried to withdraw the sum of 3000 euros but unfortunately I was told that the bets made by me exceeded the limit allowed because of the bonus money.

I was allowed a maximum bet of € 3.56 and I also made bets of € 20 to win € 3,000. The platform accepted the bets and let me play but at the time of my withdrawal they disputed me that the bets were too high according to their terms of play. How can a player remember such complex calculations while playing? Not only did they prevent me from withdrawing, but they also canceled the 3,000 euros from my gaming account. Absurd. How could I fix the situation ??

Buongiorno. Ho cercato di prelevare la somma di 3000 euro ma purtroppo mi è stato risposto che le puntate da me effettuate superavano il limite consentito perché denaro del bonus.

Mi era stata consentita una puntata massima di 3.56 euro e io ho fatto anche puntate di 20 arrivando a vincere 3000 euro. La piattaforma ha accettato le puntate e mi ha fatto giocare ma al momento del mio prelievo mi hanno contestato il fatto delle puntate troppo alte secondo i loro termini di gioco. Come può un giocatore ricordarsi di calcoli così complessi mentre sta giocando? Non solo mi hanno impedito il prelievo ma mi hanno anche cancellato i 3000 euro dal mio conto gioco. Assurdo. Come potrei risolvere la situazione??

Dear Remo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the General Bonus T&Cs (https://www.spinmillion13.com/en/terms-and-conditions) and I found this:

„12. Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8AUD, 8CAD, 80 SEK, 80 NOK, 580 RUB (as applicable). Therefore, placing a bet of 8 EUR while there’s an Active Bonus of 100 EUR in effect is considered acceptable practice."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I could do to support your case at this time if you placed a bet higher than allowed. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.

Best regards,

Kristina

I believe it is the platform's duty to notify the customer when he has exceeded the betting limit and the risk of not being able to withdraw winnings. Also because in the event of a loss the bet is still accepted so it means that if I lose my money to their advantage then it's okay. They have certainly lost a customer.

Credo sia un dovere della piattaforma avvisare il cliente quando ha superato il limite di puntata ed il rischio di non poter prelevare le vincite. Anche perché in caso di perdita la puntata viene comunque accettata il quindi vuoldire che se perdo il mio denaro a loro vantaggio allora va bene. Sicuramente hanno perso un cliente.

I completely understand your frustration but please note that this is a standard rule and the casino has the right to set the rules for bonuses they offer. As long as the casino shares this information on the website, there is nothing more we could do. In this case the only thing I can do for you is to recommend you thoroughly reading the Bonus T&Cs as well as the General T&Cs, to avoid misunderstandings in the future.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.