Spin Million Casino - Os ganhos de bônus do jogador foram anulados.

Deposit € 20 and received a bonus.

Then I won with the bonus money. I played myself up game after game.

It was then at € 10,000.

I requested a withdrawal and now it is said that I violated the bonus conditions because I made the stakes too high.

What I don't understand is that I couldn't play jackpot games because of the bonus money, but I was able to place the bets.

Now all the money is gone.

Habe 20€ eingezahlt und einen Bonus erhalten.

Habe dann mit dem Bonusgeld gewonnen. Habe mich Spiel für Spiel hoch gespielt.

War dann bei 10000€.

Habe eine Auszahlung beantragt und jetzt heißt es ich hätte ein Verstoß gegen die Bonus Bedingungen gemacht, da ich die Einsätze zu hoch gemacht habe.

Was ich nicht verstehe, Jackpotspiele konnte ich wegen den Bonusgeld nicht spielen, aber die Einsätze konnte ich setzen.

Jetzt ist das ganze Geld weg.

Dear Ivonne,

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

I carefully checked the Bonus Terms on the website, and this is what I found https://www.spinmillion13.com/en/terms-and-conditions:

„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 a 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.

If you are aware of placing higher bets than the allowed ones, sadly, there is not much we can do to support your case at this time. 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 forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Additional comments from the player:

"Hello, thanks for the answer.

I didn't know that you weren't allowed to place high stakes because there was no hint. As in other casinos, there is a message that you cannot bet more than € 5 with bonus money.

Unfortunately, this did not happen.

Jackpot games were also blocked. That's why I didn't think anything about it.

Unfortunately, I cannot see the progress of the game.

Also, I didn't play with € 10 or € 20 all the time.

What about the profit. Everything gone too ??? !!!

Thank you for your reponse.

I just looked at Spinmillion and all game histories from that day are gone.

With best regards

R *** Ivonne "

Additional comments from the player:

"Hallo, danke für die Antwort.

Ich habe es nicht gewusst, dass man keine hohen Einsätze machen darf, weil es ja keinen Hinweis gab. Wie in anderen Casinos, da gibt es die Meldung, daß man mit Bonusgeld nicht höher als 5€ setzen darf.

Dies kam leider nicht.

Jackpotspiele waren ja auch gesperrt. Deswegen habe ich mir nix dabei gedacht.

Leider kann ich den Spielverlauf nicht einsehen.

Ich habe außerdem nicht die ganze Zeit mit 10 oder 20€ Einsatz gespielt.

Was ist mit dem Gewinn. Auch alles weg???!!!

Danke für Ihre Antwort.

Habe gerade bei Spinmillion geschaut und es sind alle Spielverläufe von diesen besagten Tag verschwunden.

Mit freundlichen Grüßen

R*** Ivonne"

Thank you very much, Ivonne, for your reply. Could you please advise what was the value of the received bonus?

Additional comments from the player:

"Hello.

Unfortunately, I don't know the exact amount.

It was think 40% bonus and free spins.

Found my gameplay.

You can see that I also won with a stake of € 5.

Somehow I can see that the profit is gone with 10 and 20 €. But not that all is gone.

With best regards

Ivonne R *** "

Additional comments from the player:

"Hallo.

Die Summe weiß ich leider nicht genau.

Es waren glaube 40% Bonus und Freispiele.

Habe meinen Spielverlauf gefunden.

Da ist zu sehen, daß ich auch mit 5€ Einsatz gewonnen habe.

Das der Gewinn mit 10 und 20€ weg ist, sehe ich ja irgendwie ein. Aber nicht das alles weg ist.

Mit freundlichen Grüßen

Ivonne R***"

If you have deposited €20 and received a 40% bonus (€8 being the rewarded bonus amount) then the maximum allowed bet during the bonus wagering completion would have been €1,52 (lower than 20% of the total value of the Active Bonus credited).

Are you aware of placing greater bets than the allowed ones? Thank you in advance for your reply.

Additional comments from the player:

"I still won in the free spins.

I think I had to convert something into the 2000 €.

Unfortunately, I was not aware that I am not allowed to place high stakes.

Then I wouldn't have done this. As I said, jackpot games weren't meant to be played either. "

"I wrote to the casino to please tell me exactly how high my bonus was and how high my stakes could be.

Still waiting for an answer. "

"I will and thank you first."

Additional comments from the player:

"Ich hatte ja noch in den Freispielen gewonnen.

Ich glaube ich musste was in die 2000€ umsetzen.

Mir war das leider nicht bewusst, daß ich keine hohen Einsätze machen darf.

Dann hätte ich dies nicht gemacht. Wiegesagt Jackpotspiele gingen ja auch nicht zum Spielen."

"Habe dem Casino geschrieben, sie möchten mir bitte mitteilen, wie hoch genau mein Bonus war und wie hoch meine Einsätze sein durften.

Warte noch auf Antwort."

"Mache ich und Danke erstmal."

Thank you Ivonne. I will be waiting for an update patiently.

Thank you very much, Ivonne, for the forwarded communication.

Could you please advise if you have found out the amount of the rewarded bonus? According to the abovementioned email, it was €163. Is that correct?

Additional comments from the player:

"Hello.

That's Spinmillion's answer.

If I understand correctly, should I place € 8?

Did I understand that correctly?

I don't understand the world anymore 😅.

LG R *** Ivonne "

Additional comments from the player:

"Hallo.

Das ist die Antwort von Spinmillion.

Uns wenn ich das richtig verstehe, dürfte ich 8€ platzieren?

Hab ich das richtig verstanden?

Verstehe die Welt nicht mehr 😅.

LG R*** Ivonne"

Yes, you shouldn't place greater bets during the bonus wagering completion than €8 and, according to the abovementioned email, you did.

Additional comments from the player:

"But what about the winnings where I bet under € 8. They can't be gone too.

The winnings with the high stakes are very much me, but EVERYTHING !!! ??? "

Additional comments from the player:

"Aber was ist mit den Gewinnen, wo ich unter 8€ gesetzt habe. Die können doch nicht auch weg sein.

Die Gewinne mit den hohen Einsätzen sehr ich ja ein, aber ALLES!!!???"

If you are aware of placing higher bets than the allowed ones, sadly, there is not much we can do to support your case at this time. 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.

Unfortunately, Ivonne, there is nothing we can do for you regarding confiscated winnings. If you are aware of placing higher than allowed bets while wagering a bonus, the casino has the right to cancel all the winnings associated with the promotional offer.

Dear Ivonne,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Additional comments from the player:

"I didn't know that I wasn't allowed to place higher stakes. That wasn't my intention, otherwise I wouldn't have placed them that way.

Because, as I said, jackpot games were also blocked. "

Additional comments from the player:

"Ich wusste ja nichts davon, daß ich keine höheren Einsätze machen durfte. Dies war ja nicht meine Absicht, sonst hätte ich sie ja nicht so gesetzt. 

Weil wie gesagt, Jackpotspiele waren ja auch gesperrt."

I understand completely your point of view, Ivonne. Nevertheless, there’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were forbidden, even if you honestly did not realize you were breaking the rules. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

After a closer examination, we ended up rejecting this complaint as unjustified. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.