Complaint #30
Spin Station Casino
Terms and conditions applied improperly to withdrawal attempt
9 years ago
Recently I played with some no deposit free spins at 'Spin Station'. I got a fairly large amount of winnings from this (roughly €126), but I could not convert these winnings into a withdrawable amount before making a deposit.
From paragraph 10 of their bonus terms:
"(vi) If you have never made a deposit, any gameplay using bonus funds will not unlock bonus funds or bonus winnings from free spins and all winnings will return directly to your bonus account until you make your first deposit. All funds in your bonus account at the time of first deposit will be subject to standard play-through requirements."
I deposited 20 euros, played with this for a while on several slots (wagering more than €20) and then attempted to withdraw it. When I wanted to do this I got an error message stating that the minimum withdrawable amount was €30 (their T&C states the minimum is €20), when I asked a support agent he claimed that I was not allowed to withdraw anything until I had cleared my bonus balance. He cited the following section of their terms and conditions:
From paragraph 5 of Spin Station's bonus terms and conditions:
"(v) The deposit and possible winnings connected to the bonus will be locked to the casino account until the wagering has been completed. Where promotions do allow withdrawals with an active bonus balance, at this stage, any remaining bonuses will be revoked."
I would argue that this does not apply to my situation. Using the article 'the' twice in "The deposit and possible winnings connected to the bonus" means that it refers to a specific deposit connected to a bonus. I did not receive a bonus for my deposit, nor is my deposit connected to the bonus funds on my account. After further questioning I got told that "The deposit" refers to any funds in a players cash balance. This is incredibely confusing. In the terms and conditions 'deposit' and 'cash balance' are two seperate terms that are used in completely different ways. That section of the terms and conditions is the only section in which 'deposit' is used to refer to the cash balance as a whole.
When I asked the support agent about the minimum withdrawal he said that they changed it to €30, but hadnt updated their terms and conditions yet. This too is not fair. I understand that terms and condition can be changed. But reading terms and conditions, signing up, depositing and then finding out that the terms and conditions were outdated from the start makes me feel duped.
From paragraph 10 of their bonus terms:
"(vi) If you have never made a deposit, any gameplay using bonus funds will not unlock bonus funds or bonus winnings from free spins and all winnings will return directly to your bonus account until you make your first deposit. All funds in your bonus account at the time of first deposit will be subject to standard play-through requirements."
I deposited 20 euros, played with this for a while on several slots (wagering more than €20) and then attempted to withdraw it. When I wanted to do this I got an error message stating that the minimum withdrawable amount was €30 (their T&C states the minimum is €20), when I asked a support agent he claimed that I was not allowed to withdraw anything until I had cleared my bonus balance. He cited the following section of their terms and conditions:
From paragraph 5 of Spin Station's bonus terms and conditions:
"(v) The deposit and possible winnings connected to the bonus will be locked to the casino account until the wagering has been completed. Where promotions do allow withdrawals with an active bonus balance, at this stage, any remaining bonuses will be revoked."
I would argue that this does not apply to my situation. Using the article 'the' twice in "The deposit and possible winnings connected to the bonus" means that it refers to a specific deposit connected to a bonus. I did not receive a bonus for my deposit, nor is my deposit connected to the bonus funds on my account. After further questioning I got told that "The deposit" refers to any funds in a players cash balance. This is incredibely confusing. In the terms and conditions 'deposit' and 'cash balance' are two seperate terms that are used in completely different ways. That section of the terms and conditions is the only section in which 'deposit' is used to refer to the cash balance as a whole.
When I asked the support agent about the minimum withdrawal he said that they changed it to €30, but hadnt updated their terms and conditions yet. This too is not fair. I understand that terms and condition can be changed. But reading terms and conditions, signing up, depositing and then finding out that the terms and conditions were outdated from the start makes me feel duped.
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