Queja #19 SpinUp Casino

Refused withdrawal due to unjustified breach of bonus terms and conditions

Por Christopher C.

hace 7 años

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.

Casino en conflicto SpinUp Casino

Motivo Infracción de los términos de los bonos

Cantidad €1361.81

Discusión

AskGamblers

• Support Team

hace 7 años

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

• Reino Unido

hace 7 años

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

hace 7 años

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

• Reino Unido

hace 7 años

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

Estadísticas de quejas de SpinUp Casino

Resueltas 17 / 17

Cantidad promedio $1,028

Duración media de quejas 7 días

Tiempo de respuesta promedio 2 días

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