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.
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