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December 29 I made a deposit for $34.56 (I believe with no bonus) I then proceed to withdraw $200 shortly after I recalled the transacthen and went to withdraw $800, kept playing and recalled that transaction for a total of $1000. Withdraw.

And I get an email from spinsup saying I placed a bet higher then the allowed for the bonus (max bet with bonus $7)which I font think i went any higher then that but also believe no bonus was used so the took my $1000 and left me with original deposit of $34.56

Dear msheeler86,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered with your withdrawal, and I understand your frustration.

To help us investigate and resolve this matter, could you kindly clarify the following points:

• Could you confirm whether you received any bonus or free spins with your deposit, or was it a deposit with no bonus attached at all?
• You mentioned you don’t believe you exceeded the allowed max bet of $7, could you provide further details about the games you played, the bets placed, and the betting limits in these games?
• Could you share a screenshot or any other documentation showing your bonus history on your account? This will help us better understand the situation and verify the terms associated with any potential bonus.

Your cooperation is crucial in helping us move forward with your case. Without this information, we won’t be able to fully investigate the issue or assist you effectively.

If you have any relevant communication or documents that could help, feel free to forward them to me at petronela.k@casino.guru.

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,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

With the photos I submitted I did receive a bonus. It took me 27 minuto. Complete the wagering and I made an attempt at cash out $200. I then canceled it. That's when I started betting. Higher and withdrawal 800, but cancel that and finalized it at $1000.

So I believe I may have went over th a match bat that but I did have wagering complete beforehand

Hi msheeler86,

Thank you very much for your updates. I’m sorry to hear about the continued issues you’ve been experiencing with your bonus and withdrawal attempts.

• To proceed with resolving your complaint, could you kindly provide your game history in a comprehensive file? This will help us better understand the timeline of your bets, including the wagering process, and allow us to clarify the situation.

Thank you in advance for your reply.

My deposit for $34.56 was 29December,01:00 which I believe I never used a bonus but even if I did my first withdrawl I recalled for $200 was 29December,01:27...if I would have had a bonus active it would not have allowed me to proceed with that withdrawl and I know I wouldn't have bet more the $7.5 there conditions say. The only time I believe I might have bet higher than that(even though I don't think I had a bonus) would have been after the recall when I went for my second withdrawl for $800 on 29December2024,1:58 which I recalled again for the final withdrawl of $1000 on 29December2024,5:48 but regardless if wagering was complete at my first withdrawl I recalled at 200$ then there would be no active bonus and I would be free to bet as I please..unless I'm not understanding something here?

Also I have not touched the remaimder of the 1000$ balance they Confiscated (my original deposit of $34.56) I left it as is and came direct to you

I correct myself I checked my bonus history and came across the following screen shot

Hi msheeler86,

Thank you for the additional details you've provided.

• To move forward, could you please request a comprehensive file of your full game history from the casino? The screenshots you've forwarded are unfortunately too blurred and incomplete, which makes it difficult to fully review the situation. A complete game history file would allow us to assess the situation more accurately.

Once we have that, we'll be able to proceed further with your complaint.

Thank you for your cooperation.

I have done so and forwarded the email to you thanks

Hi msheeler86,

Thank you for your update and for letting us know that you requested your game history from the casino on January 7th already.

Could you kindly confirm if there have been any developments since then? Have you received the requested file, or have the casino provided any response regarding your request? Having this information will help us proceed with your complaint effectively.

Looking forward to your reply.

I recieved the bet history and forwarded it via Email. I'm still trying to make sense of it all myself thanks

Hi msheeler86,

Before we move forward with contacting the casino, I have one last question to clarify: The deposit you made on December 21st—was this your second deposit, third, or a later one?

This detail will help us better understand the timeline of events and ensure we present your case accurately. Unfortunately, the game history the casino provided doesn’t include any dates, which makes it a bit challenging to piece everything together.

Referring to the bonus history picture I recently uploaded on here there is nothing for December 21,the deposit made on the 29 said it was the 3rd

Dear msheeler86,

Thank you for your patience as we’ve reviewed your case.

Based on the confirmation that the deposit in question was the third deposit and that there is a Third Deposit Bonus visible in your game history with several bets greater than $7 (as shown in the screenshot), we regret to inform you that we won’t be able to assist with recovering the confiscated winnings.

We completely understand how frustrating this situation must be. Ideally, the casino would have blocked such bets, but unfortunately, this is not a standard procedure across all platforms. We share your concern and agree that better controls should be in place.

Please let me know if there's any information I've missed, but unfortunately, I will have to reject your complaint as unjustified. I truly wish I could offer more assistance. Thank you for your understanding, and I look forward to your response.

You're help was appreciated,thank you my apologies on wasting your time,moving forward I've learned to be more mindful of terms and conditions also watching my bet amount

Hi msheeler86,

Thank you for your kind words and understanding. I truly appreciate your patience and cooperation throughout this process.

Unfortunately, we have to reject your complaint as unjustified, as the evidence confirms a violation of the bonus terms. That said, I’m glad to hear that this experience has helped you become more mindful of terms and bet limits moving forward.

I wish you all the best in your future gaming experiences, and if you ever need assistance with another issue, don’t hesitate to reach out.

Best regards,

Petronela

Casino.Guru