SpinEmpire Casino - Bonus Error Causing Missing Funds, Lack of Support

posted on November 16, 2015.

I signed up for SpinEmpire last Monday (9th) after finding the site here and took the Welcome Bonus. The same day I somehow managed to get through the wagering requirements.

When I was nearing the end of my wagering requirements my balance was around $3900 CAD, when the bonus was completed the balance as expected changed to $3281.73 CAD. The maximum profit allowed from the welcome bonus off the bonus funds is €2000 or currency equivalent. At the time €2000 equals to around $2880 CAD based off xe.com, this amount plus my original deposit amount comes to around the $3280 amount that my balance originally changed to once the bonus was cleared. I tried to put through a withdrawal to call it a night and got an error saying "You can't withdraw more than your balance." and I was requesting less than the balance. Confused, I took a screenshot to email support, went back to my balance to double check/try again and it had dropped from $3281.73 CAD to $1736.43 CAD. The $1736.43 CAD was obviously well under the currency equivalent of €2000 so I contacted Live Chat Support and informed them of the issue.

Live Chat looked into the matter and informed me it was indeed an error and would be fixed but asked me to send my ID docs for verification making it seem like the two things were connected. I sent them my ID docs and made sure to contact Live Chat to ensure they were received.

I checked with Live Chat the next day (Tuesday 10th) about my balance error and missing funds, and was told it was being looked into and to send in my ID docs which I already did. I waited another day and received an email Wednesday (11th) morning asking for a photo of me holding my Driver’s License which was not originally asked for. I sent this over and asked again for an update on my missing funds/balance error, no response through email, and Live Chat saying it would be fixed soon.

Thursday (12th) it was the same thing with Live Chat and no response from email support. Friday (13th) I received an email from a manager that was labeled “withdrawal request” (I never made a withdrawal request) basically copy pasting the bonus T&Cs from the website, telling me the withdrawal procedures and saying the missing funds is an error and would be fixed.

It’s now Monday 16th and after checking my account, seeing no change, no email, and still the same response/lack of response from Live Chat. I’m hoping I can find some help here and get this problem that should have only taken a couple hours to fix resolved finally.

posted on November 17, 2015.

Well there has been a small update, I checked my casino balance this morning and it changed to exactly $2000 CAD which unfortunately is not the currency equivalent of €2000 or the correct balance.

It took a week and a day to have my balance changed, and it's still the wrong one :(

posted on November 20, 2015.


We are obscured with the situation described above as much as you. This is the first case when bonus winnings were returned to the player account with such mistakes and we had to start the investigation of the incident happened.
Unfortunately we were asked not to perform any actions with your account and associated winnings until we get a final response from software provider. But I assure you that your bonus winnings will be transferred to your account and you'll be able to withdraw it immediately. I got a confirmation that your documents have been received and successfully approved. Once again I bring our apologies for such a delay, we will notify you as soon as we receive a reply from software provider.

posted on November 23, 2015.

Thank you for responding, this was the first straight response I've received over 2 weeks and it is much appreciated. I checked my balance this morning and there has been no change. Will this be finally taken care of this week? Is there any possible time frame that can be given?

Also, by your comment of being able to withdraw my winnings immediately, does this mean I can withdraw the full amount all at once since things have been investigated so thoroughly over two weeks? Or will I have to do the small $500 withdrawal increments that will cost large fee's and take even more weeks to accomplish? According to the screenshots the maximum allowed per transaction for Ecopayz is well within what my balance should end up as, which would allow for one withdrawal.

I look forward to your response and finally seeing this matter fixed. Thank you.

posted on November 25, 2015.

Hi GoranO,

We were informed that the issue is already being solved but unfortunately there were no fixed terms announces. Though we are doing everything possible to push this task forwar­d.
­Nev­ert­heless I want to ensure you that we will refund all your winnings by the 1st of December latest not depending on the status of the mentioned issue. I really hope though that the case will be resolved before this deadline.

posted on November 26, 2015.

I checked my balance once again, nothing has changed, I have not received any reply from Support or from my "account manager". Live Chat as usually just says "contact us tomorrow" and has no information. The most recent response here is all I've heard all week.

If/when I do in fact receive my winnings by the deadline mentioned, I did ask about the withdrawal process in my last comment and that was not answered.

I'm really hoping that I'll be able to withdraw the full amount all at once immediately to make up for this 3-4 week issue.

posted on November 27, 2015.

Hi GoranO,

Sorry for all inconveniences caused. The total sum will be approved in December and you will be able to cash out the full amount within one withdrawal.

posted on November 30, 2015.

No sign of the missing winnings from November 9th... pretty much given up on hope at this point...

posted on December 1, 2015.

It's December 1st and as they stated in their initial reply here, the missing winnings would be paid by this date no matter what. I checked my account and the missing funds are no where to be seen. SpinEmpire has now strung me along for a month now and lied.

posted on December 1, 2015.

Hi GoranO,

I would like to inform you that the missing funds of $800 CAD have been successfully transferred to your account as it's been promised.

posted on December 1, 2015.

$800 isn't really the $1281.73 CAD that was missing after the bonus first cleared. I'm honestly just tired with the situation. A withdrawal request has been submitted. Hopefully it's processed quickly. Thank you.

posted on December 1, 2015.

This complain can be closed.

posted on December 2, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.