Complaint #19 SpinUp Casino

Refused withdrawal due to unjustified breach of bonus terms and conditions

By Christopher C.

7 years ago

Hi

I made a deposit of £150 (approx 170 EUR) on SpinUp Casino and utilised their deposit bonus. I went on to play games, eventually getting lucky and winning 2500 EUR. I proceeded through wagering, and when I had ~30 EUR left of wagering, I did one bonus buy on a slot for 49 EUR.

At every point after winning 2500 EUR, the SpinUp website would inform me when I entered a game, that I had >1000 EUR real money balance and ~ 500 EUR of bonus balance.

I made a withdrawal of 1361.81 EUR after I had completed wagering and this has been rejected as I apparently breached the following T&C

'Players betting the equivalent sum of 20% or more of their real money balance using the First Deposit Bonus in a single bet, with objective to increase significantly their bankroll will be flagged as bonus abuser and high-risk players. Such bets are not allowed and will be deemed a violation of the First Deposit Bonus terms and conditions.'

Talking to support, they said that my £49 EUR bet was greater than my real money balance, when the site was informing me of a real money balance of > 1000 EUR. Support said that it was not in fact the real money balance, but 20% of my initial deposit. This is NOT what is written in the T&C. Had it been, I would never have placed that single 49 EUR bet (every other bet had been 10 EUR or below. I only did one 49 EUR bonus buy and I lost on it).

I was very careful not to breach the T&C. I have attached a document including my withdrawal, the terms and conditions from the website and my conversations with support, where they were very rude and refused to acknowledge the wording in the T&C's, simply telling me I am wrong and wasting my time.

This is utterly unacceptable and is clearly an attempt by the casino to refuse a legitimate withdrawal.

Disputed Casino SpinUp Casino

Reason Bonus terms violation

Amount €1361.81

Discussion

AskGamblers

• Support Team

7 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

xennon101

• United Kingdom

7 years ago

Confirming that, as of this morning, the funds have arrived in my account.

Thank you for helping to arrive at this resolution :-)

AskGamblers

• Support Team

7 years ago

Dear @xennon101,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Be in aware 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. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

xennon101

• United Kingdom

7 years ago

Spoke to support today who informed me that I had to provide some more documentation. I have provided this and now received an email saying my withdrawal has been approved but it can take up to 5 business days to receive my funds.

Will update when the funds are received.

Thanks

SpinUp Casino Complaint Stats

Resolved 17 / 17

Avg. Amount $981

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

SpinUp Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 13 out of 13 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

SpinUp Casino Complaints

See all complaints for this casino

Huge Delay payment

I submitted my withdrawal on 06/02/20 I still haven't received it! I have completed the verification process for more than 8 days, , they call me and told me everything is ok (10-02-20) so is gonna proceed with the payment,
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Withdrawal STILL Pending

I registered with this site 11th of January 2019. I made Three deposit of £100 so in total £300. I then had a little win and decided to withdraw the money I won the same night. I had emails the next day to send over the documents which I did the very next day I had a phone Verification as well. I was then told nothing else is needed on my part. Thursday, the 16th of January I then received an email saying everything has been approved and I will receive my funds within five working days. I have now in the meantime contacted life support as I still haven’t received my funds. Now they are saying my withdrawal is still in pending and it will be sent when they have finished. I was under the impression everything was okay and I would receive my funds with the email I received but that is not the case. I am getting told false information all the time and I really don’t see what is taking so long. I sent in all my documents and everything they needed for a “speedy withdrawal”and nearly 2 weeks later I’m still waiting. They were quick enough to take my moneyBut getting my money back is another story. If they are saying my payment is still with the financial team why did I get the email a week ago saying I will shortly receive my funds something is not adding up. I will never use this casino again, and I will tell as many people as I can to avoid it as well I’m hoping this complaint Will help to get me my money back. Please nobody use this site it’s a joke

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I am disappointed that I have had my withdrawal approved and was promised I would be sent the money today and now have to wait longer, the longer I wait the longer it's going to take to get to my account. I am not the complaining type, but feel like I am on a wild goose chase and am not been giving a valid reason as to why they wont send my money today.

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Delayed payment requesting verification multiple times

I have verified at this casino before and received a withdrawal - this process too about a month. I have requested a second withdrawal believing that I had already been verified as per my previous withdrawal. After 5 days I received an email to say that my withdrawal had been processed and that this would credit mt account within 5 days. I waited 7 days and then contacted live chat. The operator said that I needed to send verification. I explained that my account was already verified but sent the documents again, He checked and then requested a credit card statement for a lost debit card that was registered on the account. I explained it was lost and that it didn't have a statement as it was linked to my bank account which I sent verification for and as my most recent deposits have been made using my new card the proof I've sent of the new card should be enough to show the source of funds. He checked and then said that the verification team said that the payment would be made. The next day I received an email again asking for a statement for the lost card as though it was a credit card and had it's own statement. I replied and explained the situation again to which I received no reply. I emailed again and I have again not received a reply.

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SpnUp Casino - Long payment delay

Hi I am waiting for my withdrawal to be sent to my bank account. I first requested a withdrawal on the 21st October which I was required to send verification documents. I had to send them 3 times and over 10 different emails before they finally verified my account on the 8th Nov.

I was then told on the 8th that my withdrawal had been processed but when I looked they had cancelled the 4000 withdrawal and changed it to 1000 and placed the other funds back in my account. I then placed a withdrawal request of 3000 which 1 week later was again approved but again had been changed to 1000.

I have spoke to the finance team and they have said that they haven't even sent or processed the payments to me but they will be sorting it very soon that is the only response I can get Off them.

I have been very patient with them but over a month has passed which I feel is rediculus for a verification and withdrawal to be processed.

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Registered on Gamstop but still alllowed to register and deposit

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I registered and was able to deposit money on spinup casino despite being registered with Gamstop, in the uk if you are registered with Gamstop it stops you being able to register or deposit as I am a problem gambler. However under my registered Gamstop details I was able to signup to the casino and deposit my money. This has caused me big issues and I’m asking for the money I deposited back as that’s what I am registered with Gamstop for so it stops me from doing depositing money I don’t have. I have attached my registered details from the casino and my Gamstop. If you need anything further please let me know.

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Long payment delays

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Had an email back on the 5th saying documents had all been verified. 6th August had a fone call and asked to verify who I was which was also verified.
My winnings are still pending today 8th Aug.
I contacted live chat who told me to check back tomorrow morning.

I keep getting the same answer from live help and before you have chance to say anything they cut the chat off.

Tomorrow 9th August will be 10 days and still nowhere nearer to getting my winnings.

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