SpinCity Casino - Jogador solicita reembolso devido a termos de bônus enganosos.

After making a deposit of 100 PLN, I received a 150% bonus, but I was also charged a bonus wagering requirement, which I hadn't previously seen in the terms and conditions. If I had known there would be an additional wagering requirement, I would never have activated this bonus. I've already wagered my deposit and bonus funds, but I don't want to continue wagering this additional wagering requirement, which I believe was imposed unfairly and without clear information. I requested a refund of my deposit, but was denied, claiming the funds had already been wagered.

I believe this is unfair. The bonus offer was presented unclearly, and the additional wagering requirement wasn't clearly described. I want my 100 PLN deposit back as I was misled.

Po dokonaniu depozytu w wysokości 100 złotych otrzymałem bonus 150%, ale dodatkowo został mi naliczony jeszcze bonusowy wager, którego wcześniej nigdzie nie widziałem w warunkach oferty. Gdybym wiedział, że pojawi się dodatkowy wymóg obrotu, nigdy bym nie aktywował tego bonusu. W tym momencie obróciłem już depozyt i środki bonusowe, ale nie chcę dalej obracać tego dodatkowego wagery, który moim zdaniem został narzucony niesprawiedliwie i bez jasnej informacji. Złożyłem prośbę o zwrot mojego depozytu, ale odmówiono mi, bo podobno środki już zostały obrócone.

Uważam, że to nieuczciwe. Oferta bonusowa była przedstawiona niejasno, a dodatkowy wager nie był jasno opisany. Chcę odzyskać mój depozyt 100 złotych, ponieważ zostałem wprowadzony w błąd.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear stefciakalinowska,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

7.5. If not otherwise stated, when playing with match bonuses, bonus amount must be turned over (wagered) 40 times before bonus funds or associated winnings can be withdrawn.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify the wagering requirements you are supposed to fulfill?
• Which bonus did you activate? If possible, please post a promo code or link you used to activate the offer here in this thread.
• Do you currently have any remaining balance in your casino account?

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear stefciakalinowska,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

honestly, this whole situation is extremely frustrating for me. I don’t have any remaining balance in my account -everything was already wagered because I thought I was fulfilling the only deposit wagering requirement mentioned when activating the bonus.

As for the bonus itself, I can’t provide a screenshot or link because the offer was shown directly in the deposit window at the moment I topped up my account. It was presented simply as a 150% bonus, with no clear or visible mention of any additional wagering requirement beyond the deposit one. If there was some hidden condition, it certainly wasn’t explained in a transparent way.

Right now it feels like I was misled, and that the rules were not communicated clearly at all. This is why I’m asking for a refund of my 100 PLN deposit - I’ve already wagered everything I received, and I only found out about this extra requirement after it was too late.

Thank you very much for your reply. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

For now, I'll try to request my dialogs with support, and when I receive them, I'll be able to send them to this thread.

Have you already contacted the support? Can you please forward me the communication?

Dear stefciakalinowska,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru