Ag Awards
Notifications
Login
You are about to go to the Italian version of AskGamblers
Kindly note that some features such as complaint service and forum are currently available only on the international version.
You are about to go to the German version of AskGamblers
Kindly note that some features such as complaint service and forum are currently available only on the international version.

Power Spins Casino - Refusing to pay my winnings, refusing to explain why

RESOLVED
Inactive user
Posted on April 20, 2017.

I've recently signed up to powerspins.com and received a %100 percent deposit bonus. I deposited £30 and played through the wagering requirements. Eventually I cashed out £650 and while waiting for my funds to be processed I send all the correct documents which were excepted and verified by staff member Tony. Soon after this £620 went missing from my winnings and £30 was placed back Into my account? I've emailed numerous times without any explanation back. I've never had a Bgo account and understand that funds can be denied if I have previously been excluded from one of there sites. I did however self exclusion(time out) from powerspins for 1 week due to the temptation of reverse withdrawal and genuinely wanting to take a small break. I don't know how to take this any further. I feel sick that this has happened..with no explanation or reason. Powerspins have made a mistake. The exclusion is only temporary. Please can anyone give me advice on how to explain this to them and get my winnings back!

Posted on April 21, 2017.

Hi Rob,

I'm very sorry that you haven't had a response from us.

I will look into the issue for you now and come back to you via email today.

Thank you for your patience.

Kind regards

Ashley
Powerspins Customer Support

Posted on April 21, 2017.

Hi Rob,

I have just sent you a reply to your query via email.

Just to clarify, when you had an active bonus, you breached the £10 Max Bet Rule. This is very clear in the Welcome Bonus Terms & Conditions, which you accepted.

Due to this, we have removed all winnings from this bonus and given you back the deposited amount. As you have now Self-Excluded, I have arranged for the deposited amount to be sent back to your payment method. This should reach you within 3-5 working days.

Should you wish to discuss this further please feel free to reply to the email I have sent you this morning.

Kind regards

Ashley
Powerspins Customer Support

Inactive user
Posted on April 23, 2017.

I was kindly emailed that information after I made this complaint! I had no idea I couldn't place bets of over £10 while beating the wagering. You should make that term a lot more CLEARER as it seems highly unfair to take back winnings due to some small printed terms and conditions. As for the original deposit of £30 I was refunded it back into my account. I continued playing with that and managed to win a small profit which I have withdrawn. I begining to think your company will steal that back too because I had played my favourite game roulette and placed bet of over £10. That is because my refunded deposit wasn't attached to any bonus or wagering requirements. I'm not holding out much hope to be honest and I've already lost trust with power spins. I'm sure you'll find another small printed condition to take my winnings back again. I hope I'm wrong and can finally withdraw what I've rightfully won. I'm not holding my breath!

Inactive user
Posted on April 23, 2017.

Just to clarify. I have again taken a 3 day "cool off" (recommended when making a withdrawal) period so the temptation to reverse withdrawal isn't an option for me. I do enjoy the games at powerspins.com however I'm very dubious of any future withdrawals in fear of breaching some terms and conditions, while playing with MY own money. I won't be taking any bonus from powerspins.com at all from now on..

Inactive user
Posted on April 23, 2017.

I don't wish to exclude myself from power spins Ashley. Like I said I do enjoy playing and like the variety of games available. If my current withdrawal is processed I will be using power spins a lot more frequently. If there is any issues with my latest winnings then I would be excluded myself instantly and will recommend everyone else do the same. I hope doesn't come to that. While my withdrawal is pending I'm growing more anxious that it will again be denied. I've never had this anxiety when using any other online casino.. it's not good! If denied that would then be £630 plus £190 that I genuinely believed I won fairly and honest. I've validated my account(thanks Tony)so there should be no issues now. I'll keep this thread updated and let you know if my latest winnings are paid out. Apologies for ranting, I'm still extremely upset by a crafty trick that could of easily been resolved by a games cap of £10 so the customer(ME)wouldn't be stung by very small printed terms and conditions. In fact on other sites I've beat wagering requirements and never heard such a dreadful term especially when roulette only adds to 8% of wagering.

Posted on April 24, 2017.

Hi Rob,

Thank you for your response.

I can see that you have indeed opted for a Cool Off, as opposed to a Self-Exclusion. I do apologise for the mistake.

The withdrawals you have made are in the queue to be processed. I have checked in on these and cannot see any issues. I will keep my eye on them and you will get an email once they have been processed (Usually around 24 hours after the request date).

I do understand your frustration. However, the Maximum Bet Rule is something that most online gambling companies use for bonuses and it is clear in the promotional terms and conditions.

The reason that there is no bet cap for bonuses is simply due to the fact that the system is not sophisticated enough to differentiate between Bonus Funds and actual Cash, so an bet cap would penalise all customers, not just those with Bonus Funds. This is why the point has been put into the terms and conditions. I believe that this is the same across most of the major gambling companies.

I will be sure to pass your feedback to our Marketing Team, to see if this can be made clearer in the future.

Should you have any other issues at all, please don't hesitate to contact us.

Kind Regards

Ashley
Powerspins Customer Support

AskGamblers
Posted on April 28, 2017.

Dear @Tangman7483,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. 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.

Power Spins Casino complaints

  • 11 of 11 resolved
  • 2 days avg response
  • 5 days avg complaint life
  • 462 USD avg amount

Have trouble with Power Spins Casino?

By subscribing you are certifying that you are over the age of 18.

Sign up for +350 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy