SpinEmpire Casino - Unjustified bonus amount cancellation

RESOLVED
Simone Bottin Switzerland
posted on June 28, 2015.

My bonus amount of over 1100CHF has been cancelled with reason of bonus terms violation.
When asked to the casino to provide me details about those spins where I've violated the terms, I've never received those information and nobody is replying me anymore to my continuos reminders of receiving these proof of docs.

posted on July 1, 2015.

Hello,

You contacted our support manager on the 25th of June and according to the logs you were immediately informed about max bonus bet violation. Our Security team has confirmed this fact. We usually do not provide logs of gaming activity to players, this is an obligatory regulation.

I really sorry to inform you but the fact of breaking the max bonus bet took place and we won't change the decision about your bonus winnings compensation. Nevertheless your initial deposit was returned back to your account.

Simone Bottin Switzerland
posted on July 1, 2015.

All,
you gave me same replied as in the last days. My complaint is not on the fact you're unresponsive, but you do not give me any evidence about my max bonus violation. Spinempire took the decision by itself without proving the violation. And returning back the initial deposit (30CHF) is not a fair compensation for me since you have cancelled over 1000CHF bonus amount!
As reliable Casino you should be available to have a fair discussion with your customers.

AskGamblers
posted on July 2, 2015.

Our complaints team has been provided with an undisputed evidence that player placed at least one bet in excess than what is allowed according to Spin Empire Casino's bonus terms and conditions. According to Term #12 of the aforementioned rules "the maximum bet that is allowed to be placed when playing with a bonus is up to €10/$10/£10 per spin (or equivalent in any other currency), but no more than 10% of the bonus amount granted, until the play through requirements of the bonus have been met. €10 is not included to allowed max bonus bet. This includes double up wagers after the game round has been completed. For example, wagering winnings from X game round on red/black. In case of breaking the max bonus bet rule all the winnings might be void and player account closed". Therefore player's winnings were void and initial deposit returned.

Based on the above, we consider this case as solved. We advise player to seek further assistance from Spin Empire Casino's licensing authority in case of a disagreement with our decision.

This complaint is now officially closed.