Complaint #3 SpinsUP Casino

2nd deposit freespins are suddenly no deposit freespins and suddenly have a win limit

By Erice C.

1 year ago

Hello,

I would like to issue a complaint about spinsup casino.

I played my 2nd deposit freespins and managed to finished the wager.
After successful verification, I requested 4 withdrawals with a total of 3327,12€.

After a few days, the withdrawals were rejected and I had a balance of only 50€ in my balance.

I contacted their live chat to figure out what happened.
The lady from live chat support told me that winnings from no deposit freespins are limited to 50€.

I told her that this must be a mistake. The winnings were from my 2nd deposit freespins. Those are deposit and not no deposit freespins and not limited.
She checked it and agreed that it was a mistake. She told me that she will have finance department take care of my issue and contact me.
This didnt happen so I contacted their live support again.
This time they just said that those were no deposit freespins and I won't receive my winnings.

Something weird also happened in my bonus history.

My first deposit freespins are titled "1st Deposit Bonus 1 - FS"
when my 2nd deposit freespins are suddenly titled "2nd Deposit Bonus 1 - NDFS".

I think FS was changed to NDFS at some point in order to justify the rejection. Because I remember that it was originally titled the same.

But let's go with the argument, how my second deposit freespins can be no deposit freespins? And what are No deposit freespins then?

Disputed Casino SpinsUP Casino

Reason Declined payment

Amount €50

Discussion

AskGamblers

• Support Team

1 year ago

Dear @waischi,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

SpinsUP Casino

• Representative

1 year ago

Dear Waischi,

Thank you for your feedback. We have thoroughly reviewed your complaint and your account details.

We believe there may have been a misunderstanding regarding your claim of winning with the 2nd deposit bonus free spins. Our records indicate that only one deposit of 50 euros was made to your account. The "2nd Deposit Bonus 1 - NDFS free spins bonus" was not linked to a second deposit; it was simply the name of the bonus.

As per our Bonus Terms & Conditions, non-deposit free spins carry a maximum cashout amount of 50 euros. Accordingly, your balance was adjusted to this amount, which you are eligible to withdraw.

We assure you that if you had won with your deposit or the deposit bonus free spins, you would have received the full payout.

If you have any further questions or need additional clarification, please feel free to reach out.

Best regards,

SpinsUp Casino

SpinsUP Casino Complaint Stats

Resolved 7 / 7

Avg. Amount $2,583

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

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