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SpinRider Casino - Unjustified 'Bonus Abuse' Accusations, Mid-Game Banned, Owed £28,500

RESOLVED
PineappleSock88 United Kingdom
posted on May 7, 2018.

Storytime:

I saw their attractive 200% Bonus, and thought I'd give it a go. Deposited £500, received £1000, total of £1500.

I immediately became saddened when I realized that the max I could wager was £5. It was a Wednesday night with nothing to do, I thought I would start with Immortal Romance. Bet £4.80 and hit the bonus spins and immediately won £1400. I went over to Starburst and started wagering £5 until I had cleared the wagering requirement being left with around £1400 still.

Long story short, I immediately increased the wager limit after I double checked I had cleared the wagering requirements, and through a mix of Titans/Immortal Romance/Starburst I ended the next night (Thursday) with £15.5k. Processed for a withdrawal and went to bed.

Cue the next night (Friday), I felt lucky so I reversed 2.5k and put 13k back to withdraw and thought I'd have some fun on Starburst wagering between 50-100.

I dropped down to around 1k and didn't feel comfortable to continue the high bet (£100) I was betting without the backing of my balance...so I withdrew the 13k and had my entire balance live.

I started betting again, £100 per bet on Starburst and about 5 spins later I had won £14k with an almost full house on one spin! It was such a crazy moment. I checked my balance just to be sure I wasn't dreaming and I had roughly £28k in my balance.

This is where it gets weird.

I spun it 2-3 more times at the £100 bet, and when the screen refreshed after a spin I noticed that my bank balance had gone down by £15k instantly. The Starburst screen then went very weird and closed out. I then saw the remainder of (£13.5k) disappear into the pending withdrawal tab in my account.

Not sure what's happening, I refreshed the webpage, saw that I had been logged out and when I tried to log back in it wouldn't let me. Contacted Live Help to ask what was going on and his response to me not being able to log in was 'Have you not read the email?' and then he copy and pasted a guideline which advises that the casino can ban an account for no reason. And that was all he said to me.

I was quoted to be using promotion abuse, but trust me, watching Starburst spin a million times was no walk in the park. I played by the rules, but now I'm banned? I've asked twice what I'm accused of and both times they have literally skirted around the issue and provided me with some stock customer service response.

They have agreed to process my withdrawal of £28.5k though, which is the main concern for me, but the timing seems a little weird that I get banned MID GAME right after I win £14k on one spin. I've seen some other reviews regarding people getting banned for the same reason.

I would just like for my money to be credited to my account ASAP, I submitted all of my documents AND THEN SOME just to make sure they have everything.

As an FYI, I technically never went into the bonus whilst the bonus 'was in play', so I technically never used it, but never went above the £5 bet.

The money is mine, won fair and square, and I don't intend to wait this '48 hour' cooling down period as I don't have access AT ALL to my account so there is no cooling down!

I'd like an apology for the way I was treated and a speedy withdrawal.

posted on May 8, 2018.

Hi PINEAPPLESOCK88
Thanks for contacting us. We will carefully read your comments and we will get back to you as soon as possible.

Regards,
SpinRider Casino

posted on May 9, 2018.

Hi PINEAPPLESOCK88,
We hope you are doing ok today.

We have been trying to find you in our system but the name "PINEAPPLESOCK88" doesn't appear.

We will send you a private message with some details me need from you.

Thanks,
SpinRider Casino.

PineappleSock88 United Kingdom
posted on May 9, 2018.

I have passed my username onto SpinRider.

I look forward to hearing how they plan on resolving this, as I would’ve been a good customer of theirs. Everything taken aside, their website is probably the best out of all the casinos I’ve played on.

posted on May 10, 2018.

Hi PINEAPPLESOCK88,
We are still looking into your case.

We'll get back to you as soon as we have news.

Have a good evening.

Thanks,
SpinRider Casino.

posted on May 11, 2018.

Hi PINEAPPLESOCK88
Thanks for waiting for our response.

Please find the resolution of your case on your private messages.

Have a great weekend.

Regards,
SpinRider Casino

AskGamblers
posted on May 11, 2018.

Dear @PineappleSock88,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

SpinRider Casino complaints

  • 6 of 8 resolved
  • 22 hours avg response
  • 2 weeks avg complaint life
  • 12,626 USD avg amount

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