SpinUp Casino - Os ganhos do jogador foram anulados.

Turns out, I entered € 100 to play live roulette. They enabled me if I want it a bonus that could not be used for live roulette, so far OK.

I start playing roulette by betting € 5 and I manage to get around 3,500, which and after confirming that I have released a bonus (a bonus that I have not used), allow me to withdraw.

My surprise is that I withdraw 1920 and the next day I ask about the status of that retirement and they tell me that I made a bet of € 35 on such date / time that it does not comply with the T & Cs ..... I ask for clarification and I notify you that I made the withdrawal and I had not bet anything, that those big bets are because I wanted to try blackjack (I had never played) and all the tables were from those tickets and I was playing for a while because I had won a lot of money before at roulette.

I do not know if this is a scam or what happens, but they have told me that they were going to transmit my complaints again and such, but I see that what they want is to take away my money

Resulta, que ingresé 100€ para jugar a la ruleta en vivo. Me habilitaron si yo quererlo un bono que no se podía utilizar para la ruleta en vivo, hasta ahí OK.

Empiezo a jugar a la ruleta apostando 5€ y consigo hacerme con unos 3500, los cuales y tras confirmar que he liberado bono (un bono que no he utilizado), me permiten retirar.

Mi sorpresa es que retiro 1920 y al día siguiente pregunto por le estado de ese retiro y me dicen que hice una apuesta de 35 € en tal fecha/hora que incumple con los TyC ..... pido que me aclaren y les notifico que yo realicé la retirada y no había apostado nada, que esas apuestas grandes son porque quise probar el blackjack (nunca había jugado) y todas las mesas eran de esas entradas y estuve jugando un rato pues había ganado mucho dinero antes en la ruleta.

Yo no sé si esto es una estafa o que pasa, pero me han dicho que iban a transmitir nuevamente mis quejas y tal, pero veo que lo que quieren es quitarme mi dinero

Dear Ppmpalao,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the T&Cs (https://www.spinupcasino.com/general-terms-conditions/?lang=en), and this is what I found:

" 16.3 . "Irregular play" includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the deposit currently in play."

Could you please forward me your whole game history together with any relevant communication between you and the casino to kristina.s@casino.guru? I hope, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Ppmpalao,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello, I had not seen a message. I collect and send it to you

Hola, no había visto mensaje. Recopilo y se lo envío

Hi Kristina, I've already sent you the game history.

Hola Kristina, ya le he enviado el historial de juego.

Thank you very much Ppmpalao for your reply and email. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello ppmpalao.

In your case all depends on if you played with a bonus.

If you look here:

Table games have a 10% game contribution.

Generally, we dislike rules which limit the real money play, but in the case of bonus, the casino has the right to set the terms of use. We will be more than happy if you could provide us with your bonus history.

Let's see, they gave me a bonus but before playing with the money I won, I had already released it, so plan a money withdrawal because I already had it released.

It all started later, so I canceled that withdrawal for and increased it, and then they did all that to me.

A ver, me dieron un bono pero antes de jugar con el dinero que gane, ya lo había liberado, pues planifique una retirada de dinero porque ya lo tenía liberado.

Todo empezó después, pues cancele esa retirada para y la aumente, y ya luego me hicieron todo eso.

I have your game history, but I need more information. When did you make deposits and when your bonus was activated? In the game history, it looks like some information is missing too. Overall money balance and bonus money balance. (I can see only bets and wins and loses - and I can confirm that there were high bets on baccarat) Could you please recheck it?

I tell him.

I entered € 100 to play live casino on 07/18/2020 at 12:29:08, and they gave me (without asking, then they told me in a chat conversation that I should have removed that option) € 300 bonus and 150 runs in a slot. I only played those spins, but I didn't use the 300 bonus, and when I made that first withdrawal (which I canceled to increase to 1902) that bonus was canceled (saying that the bonus had already been released by gambling, so I confirmed it in a conversation CHAT that I really did not keep).

As I comment, I made a withdrawal on 07/19/2020 at 4:26:59 PM and canceled it to increase the money from that withdrawal.

Finally I got to have about 4000 € approx. but I played all that and only the withdrawal that had been pending in 1902 remained; I am attaching the email that I received when I requested that second withdrawal (07/19/2020 18:28):

Dear Jose,

Thanks for playing at SpinUp Casino.

Your request for disposal amounting to € 1902.60 has been sent correctly.

Reference number: 1736092

(Keep this reference number in case you need to ask about it)

Before processing your disposition request, we may ask you for some documents and a telephone verification.

For more information, go to the following link: Withdrawal Policy

Our Customer Service will communicate by email the necessary documents to carry out your request.

Our goal is to complete all withdrawal requests within 5 business days after all relevant documentation is received and verified, when we have successfully completed the telephone verification, and provided any other applicable requirements have been met. .

%% FRB_DATA %%

From your account you can check your trading history.

If you have any questions or concerns, please feel free to contact our 24/7 Customer Service

If they need it, I can attach all the emails I have from them.

And finally, to add more information, he sent me this email that was when they made that "adjustment" and left the account clean (07/20/2020 16:34):

Dear Jose

As part of our regular withdrawal review process, we have seen that the terms and conditions were not met.

The Terms and Conditions prohibit making single bets equal to or greater than 30% of the value of the deposit.

Therefore we have canceled your withdrawal request and removed the winnings.

If you have any questions, please contact our customer service via live chat on our site.

Best regards,

Verification Team

Le comento.

Ingresé 100 € para jugar a casino en vivo el 18/07/2020 a las 12:29:08, y me dieron (sin yo pedirlo, luego me dijeron en una conversación del chat que debía haber quitado esa opción) 300 € de bono y 150 tiradas en un slot. Solo jugué esas tiradas, pero los 300 del bono no lo usé, y cuando realicé esa primera retirada (la cual cancelé para aumentar a 1902) se canceló ese bono (decir que el bono ya lo había liberado apostando, así lo confirme en una conversación de CHAT que yo la verdad no guardé).

Como comento, hice una retirada el 19/07/2020 a las 16:26:59 y la cancelé par aumentar el dinero de esa retirada.

Finalmente llegue a tener unos 4000 € aprox. pero todo eso lo jugue y solo quedaba la retirada que había pendiente de 1902; adjunto el correo que me llegó cuando solicité esa segunda retirada (19/07/2020 18:28):

Estimado/a Jose,

Gracias por jugar en SpinUp Casino.

Su solicitud de disposición por importe de 1902.60 € se ha enviado correctamente.

Número de referencia: 1736092

(Conserve este número de referencia por si necesita formular consultas al respecto)

Antes de tramitar su solicitud de disposición, puede que le solicitemos algunos documentos y la realización de una verificación telefónica.

Para más información, diríjase al siguiente enlace: Política de Retiro

Nuestro Servicio de atención al cliente le comunicará por correo electrónico los documentos necesarios para llevar a cabo su solicitud.

Nuestro objetivo es completar todas las solicitudes de retiro dentro de los 5 días hábiles una vez recibida y comprobada toda la documentación pertinente, cuando hayamos llevado a cabo la verificación telefónica de manera satisfactoria, y siempre que se hayan cumplido cualesquiera otros requisitos que resulten de aplicación.

%%FRB_DATA%%

Desde su cuenta podrá consultar su historial de operaciones.

Si tiene alguna pregunta o duda, no dude en ponerse en contacto con nuestro Servicio de atención al cliente 24/7

Si lo necesitan, puedo adjuntar todos los correos que tengo de ellos.

Y por último, por añadir más información, me mandaro este correo que fue cuando hicieron ese "ajuste" y me dejaron limpia la cuenta (20/07/2020 16:34):

Estimado José

Como parte de nuestro proceso de revisión regular de retiros , hemos visto que no se cumplíeron los términos y condiciones .

Los Términos y Condiciones prohíben hacer apuestas simples, igual o superior al 30% del valor del deposito.

Por lo tanto hemos cancelado su solicitud de retirada y eliminado las ganancias.

Si tiene alguna pregunta, por favor póngase en contacto con nuestro servicio al cliente a través de chat en vivo en nuestro sitio .

Saludos cordiales,

Equipo de Verificación

Just to clarify, that when I established that first withdrawal of € 1,500 (which I later canceled, as I have commented), I had already released the bonus and the money that I had not played in my account had been taken from me, from what I understand that already it was clean money ...

Solo aclarar, que cuando establecí esa primera retirada de 1500 € (la cual luego cancelé, como he comentado), ya había liberado el bono y me habían quitado el dinero ese que no había jugado de mi cuenta, por lo que yo entiendo que ya era dinero limpio ....

I am afraid that I need help from casino representatives to clarify what was the reason for denied withdrawal.

Please, could you explain to us where the problem is?

The problem is that after having released 100% of the bonus, they told me that I had breached a point of the terms, and instead of giving me the money I requested to withdraw, they "updated" my account, they left it to me as at the beginning ( the 100 euros I put in) .....

In short, I have been robbed.

EL problema está en que tras haber liberado 100% del bono, me dijeron que había incumplido un punto de los terminos, y en vez de darme el dinero que solicité para retirar, me "actualizaron" la cuenta, me la dejaron como al principio (los 100 euros que metí) .....

Resumiendo, me han robado.

Usually, when casino cancels the winnings and returns the deposit when the player used a bonus, it means that some of the bonus condition was breached.

The best would be to let them explain why they cancelled your winnings.

But my best guess is that it was because of your high bets on Baccarat and maybe there were some winnings from free spins which you used while playing Bacarrat. But that's just theory.

Please, casino representatives, give me a hand in this case and explain to us what exactly happened.

I already tried to get an explanation and everything was long, you just tell me what the system was reporting, they even called me and more of the same.

In short, it is fighting an ant against an elephant, so in the end I have given up and I can do nothing to get back what I have legally earned.

Ya intenté que me dieran una explicación y todo fueran largas, simplemente me decís que era lo que les reportaba el sistema, incluso me llamaron y más de lo mismo.

En fin, es pelear una hormiga contra un elefante, por lo que al final he desistido y no puedo hacer nada para que me devuelvan lo que he ganado lícitamente.

We would like to ask the SpinUp 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’.

Perfect, thanks. I anticipate that they will not respond, because these people are like that.

Perfecto, gracias. Le adelanto que no responderán, pues esta gente es así.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

I am very sorry ppmpalao that we can't help you more. Your complaint will be published as a warning. In case that casino decides to improve their rating from us, they will need to solve your complaint.