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Free Spin Casino - Refusal to withdraw funds

RESOLVED
Complaint Info
Disputed casino Free Spin Casino
Reason Casino terms violation
Amount $ 495
Posted on March 3, 2020

Hello . I ask you to help me with the withdrawal of funds from the Free Spin Casino. I made a payment to this casino with my credit card. After a long and exhausting check, which lasted exactly a month, my account was verified with great difficulty . I received a confirmation email .It turned out to be a complete lie . Withdrawal is not possible. There is no possibility of output to the card. The withdrawal form that the casino provides me does not work. I cannot enter my details.When I contact the support service, I do not receive help. I am only left with empty assurances of honesty at this casino. My claim is 495 dollars. And the conclusion to the payment system with which I made my deposit . As written in the conditions to which I agreed at registration.

Posted on March 6, 2020

Hello Docentigor,

Thank you for your post on AskGamblers.

We’ve been informed by the Finance Team that the withdrawal request has not been initiated yet. They have decided to help you with this and initiate the request on their end.

Please be kindly informed that before distributing the payment the Finance Team is checking on all the possible available options. Please be informed that some of the withdrawal options may not be available. In this case our Finance Team might offer an alternative how the winnings can be paid.

As far as we can see you are in touch with our Finance Team on this matter, they will be glad to assist you.

Have a wonderful day ahead!

Sincerely,
Free Spin Casino

Posted on March 7, 2020

Hello dear AskGamblers staff.
Hello, representatives of Free Spin Casino
Your financial team correctly informed you that a withdrawal request has not been made.
Because I cannot make a request.
My account is not fully configured.
In this case, it is not possible to enter a region.
unable to enter postal code.
I ask you to set up my account. and give me the opportunity to decide when to take my winnings
Your financial team has made a withdrawal request on my behalf. And deliberately entered the wrong data. In this case, the wrong name of my bank.
I take this opportunity to transfer the correct details of my bank again.
although I have done this more than once.
Dear AskGamblers Team. Once again I ask you to help me in resolving this issue. That is, get my winnings. And it will configure the withdrawal to those payment systems that they promised me when opening my account.to my credit card

Posted on March 8, 2020

Hello dear AskGamblers team.
Hello Free Spin Casino staff
there is another event about which I just can’t be silent
I made my deposit on January 25, 2020. January 26, I met all the conditions for wagering the bonus, and at that time in my account was $ 498. Available funds for withdrawal.
That is, this is my money. free from any obligations and not related to any bonus conditions
While the employees of Free Spin Casino checked my account, I periodically made bets. My account periodically decreased or increased. depending on my luck. the last time I played March 3, my account for this number is 510 dollars.
Free Spin Casino deducts all funds that have exceeded the amount of $ 500.
Free Spin Casino, I ask you to return to my account 10 dollars that you wrote off. I played with my money for a month. And they do not match the coupon you are referring to
it will not make you or me richer. but there is a set of rules which honest and decent people should adhere to
Regards Docentigor

Posted on March 11, 2020

Hello Docentigor,

Thank you for your reply on AskGamblers.

We would like to outline that some of the withdrawal options may not be available. That’s why in this specific case our Finance Team has offered you to get the winnings through your bank account.

Please be noted that while submitting the request they have mentioned the following bank name Halyk Savings Bank of Kazakhstan, JSC which is the full name for JSC Halyk Bank.

We have checked the matter with the Technical Support Team and we can confirm that the account has been enabled for the withdrawals 2/28/2020 12:10:35 PM EST time. The proof has been sent over the private correspondence to AskGamblers Team. Should you need help initiating the withdrawal request, please contact our friendly Finance Team so that they could assist you.

Referring to the very last statement in regards to the bonus played, we would like to outline that you have played with the WENDY bonus code that comes with the max cash out in the amount of X20 of deposit placed. Therefore, the max amount which can be requested for withdrawal is $500. That’s why the Finance Team has cleared your balance from any exceeding amount upon help with submitting the request. Please take into consideration that max cash out applies even in case if you keep playing with the winnings upon completing wagering requirement. Please be informed that the information in regards to bonus terms can be checked from your end under the Cashier Tab or on the Image 1 attached.

We kindly ask you to keep us posted whether you need our guidance submitting the withdrawal request or if you’d like our helpful Finance Team to assist with it on our end.

Have a wonderful day ahead!

Sincerely,
Free Spin Casino

Docentigor Kazakhstan
Posted on March 12, 2020

Hello dear AskGamblers team.
Hello Free Spin Casino staff
Sorry for my english He leaves much to be desired. Maybe I'm not correctly expressing my request?
I want you to set up my account according to the stated rules.Set up my account so that I can see all the available ways to replenish and withdraw my deposits. I myself must be able to fill out withdrawal requests Аt the moment I do not have such an opportunity Yes, I still need your help with the withdrawal of my winnings.

Posted on March 12, 2020

Here are the withdrawal methods you propose on the AskGamblers website.

Posted on March 12, 2020

Regarding the issue of withdrawing winnings in excess of $ 500. Yes, I redeemed this coupon. I fulfilled all the obligations. At that time, my balance was $ 498 available for withdrawal. It is at this moment that the system writes off funds that exceed the allowable limit. Next, I continued my game already on my money. free from any abnormalities. You are already debiting my money. After your cancellation, I played again. now my balance is $ 505. Do you again have to write off to 500? then what's the point of the game. And what are you calling me for in your letter? Why should I continue the game? If it only leads to my loss. where is the logic here?

Posted on March 13, 2020

Hello Docentigor,

Thank you for your reply on AskGamblers.

We’ve been informed by the Finance team that they have submitted the withdrawal request for you and have initiated the wire transfer to the bank account provided in the amount of $500 (as per bonus terms we’ve been referring to earlier). Please kindly allow some time for the funds to reach your bank account.

Should you have any questions, feel free to contact our friendly Finance Team, they will be more than glad to help you.

Have a wonderful weekend time.

Sincerely,
Free Spin Casino

Docentigor Kazakhstan
Posted on March 17, 2020

Hello dear AskGamblers. I'm not sure Free Spin Casino is honest with me. I bought a coupon. I fulfilled all the conditions for the bonus. Why can't I play further with this money? The casino constantly debits the amount exceeding the limit indicated in the coupon. A month has passed after I fulfilled the terms of the coupon. They do not allow me to withdraw money and do not allow me to win. I understand that there is only one option available, it is only to lose. Is that right? The coupon that I redeemed should be debited only once. At that moment when I fulfill the conditions of bets. What the system does. After decommissioning, nothing should interfere with playing and winning already on funds free from any restrictions. No where in any rules does it say that funds are debited several times.

I ask you to once again check the correctness of all the decisions of the Free Spin casino. I really hope for your help

Free Spin Casino still has not paid me my winnings. although the payment was successful on their website.

Posted on March 20, 2020

Четверг, 19 марта 2020, 17:39 +03:00 от Finance Free Spin :
Dear Igor,

Please kindly take into consideration that we received notification from our processing bank that hey cannot process wire payment because "BIC HSBKKZKX is invalid".

We've noticed in your wire instructions that you can receive wire payments in EUR.
Could you kindly send us screenshot of your wire instructions for EUR payments so that we could process your payment in EUR.

Otherwise we can send your winnings to your Bitcoin Wallet, this is faster way to receive your winnings. Please provide us with your Bitcoin wallet if you wish to receive your winnings there.

Thank you in advance.

We will be waiting for your reply.

Kind regards,
Mark Miller
Finance Department
Free Spin Casino

Here is the answer that I received instead of my winnings. It is clear that the casino is not going to pay. Two months fooling me. They make empty promises. Assure in their honesty. In fact, only lies and deception. Dear AskGamblers staff. I ask you to tell me where I can turn for a more complete examination of the fraudulent activities of this casino.

With respect Docentigor

Posted on March 23, 2020

Hello Docentigor,

Thank you for your reply on AskGamblers.

We’ve been informed by the Finance team that they have requested the wire instruction to be able to diligently process the payment though the intermediate bank. They have confirmed that the transfer has already been arranged on our end upon the receipt of the instruction. We kindly ask you to check your email box since our representative has verified they have sent the payment confirmation.

Should you have any questions, feel free to contact our friendly Finance Team, they will be more than glad to help you.

Sincerely,
Free Spin Casino

Docentigor Kazakhstan
Posted on March 25, 2020

Hello dear AskGamblers staff.

After today's conversation in a chat with the operator Free Spin Casino, I realized that the finance department did not send any money to my account. All their assurances are false. I consider further correspondence a waste of mine and your time. Please tell me what ADR service uses a casino.Who issued the license? and email .Casino operators refuse to provide me this information.Let lies and deceit remain on the conscience of Free Spin Casino which does not value its reputation and honor.

Docentigor Kazakhstan
Posted on March 26, 2020

Hello dear AskGamblers team.
Hello Free Spin Casino staff
I hasten to inform you that today I received my money. I want to express my gratitude to the AskGamblers team. Thank you for your work . Thanks to the staff at Free Spin Casino. Still, honor and conscience are more expensive than lies and deceit.

However, another unbidden question remained.About unlawful write-offs.
The first time there was a correct debit for the coupon. I completely agree with this. The second time you again write off my honestly won funds from me. And finally, for the third time, you again write off guided by the same coupon. And that’s all after the letter in which you urged me to continue the game. For the money I won. There was not a word about any restrictions.

Once again, thank you for your help with great respect I .B Glukhikh

Posted on March 30, 2020

Hello Docentigor,

Thank you for your reply on AskGamblers.

We would like to outline that upon bonus redemption, we always advise the customers to get familiarized with the coupon terms.

As far as we can see the bonus code “WENDY”, the one you’ve been playing with, comes up with wagering X30 and max cash out in the amount of X20 (please see screenshot below).

Therefore, once all requirements were met and we've submitted the withdrawal, the amount over the Maximum Withdrawal Limit has been removed from the balance.

Please take into consideration that upon approval of the withdrawal request all the coupon amount except for the net win (max cash out from the bonus) is being deducted as per bonus Terms.

Should you have any questions, feel free to contact our friendly Finance Team, they will be more than glad to help you.

Have a wonderful day ahead!

Sincerely,
Free Spin Casino

AskGamblers
Posted on March 30, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.The casino representative already explained why bonus has a maximum cashout.

We thank both parties for their assistance during the complaint process.

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