SpinCity Casino - Die Gewinne des Spielers wurden eingezogen.

Hi I have a big problem I don't know where to ask for help. I activated a bonus on spin City was a 15 round bonus I met the betting conditions and won $1467 after the conditions fulfilled he left me only $75 but he had no mention of maximum cash out for this bonus I have all the photo proof of this. But it's not all after receiving my $75 I inquired at the help center to know if he said that I withdraw the $75 s$ or I could continue to play to have the cha Che of gsgner more she answered me that the previous bonus was finished and I could withdraw as I wanted I managed to go back to 1500 and there he tells me that I had a withdrawal ceiling of $75 forget to withdraw and that the higher gsin will be removed he removes me 2 times 1500 I have all the screenshots of the Bonus and also the discussion that I had to know if I could earn more after the 2nd shot that they took my money

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Dear Dupuis123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:

7.9. The maximum winnings/profit from No-Deposit Free Spins, all No-Deposit bonuses and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise. We reserve the right to reduce your balance to an amount exceeding the aforementioned €50 winning limit from No-Deposit Free Spins and bonuses. This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings. In order to withdraw winnings from the free bonus, you need to make 1 successful deposit.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything I have missed, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

But on the bonus I activated it was not mentioned but I would not have activated the bonus. That's the problem! And also if the money is removed immediately after the bonus. The remaining $75 is mine, can I play it and earn more? My account was checking the week passed and there I make a withdrawal and it asks again for a verification to stretch the tenps ' also jsi carefully taken the time to look before activating the bonus if there was a max cash ort aussi I deposited to be able to activate this bonus of was not a bonus without deposit

That's the problem no mention of max cash out otherwise I won't have activated the bonus! Also after my balance was reduced to $75 I regained $1500 my withdrawal is in court I don't even know if he came to reduce it again to 75 the customer service told me that I could earn plys once the balance was already reduced but there he says the opposite we will say who will reduce it a 2nd time to 75

She told me that I had the balance that did not solve the bonus that was given to me

…..

I am no longer able to verify my I had just checked it 2 weeks ago all were on but I redo a withdrawal of 640 and he asked me for the documents I provided them he refused them I have no other means of proof of such vs bank r I am provided in every possible way my withdrawal request dates from 6 days I don't know what to do anymore

I really need help I don't know how to fsite anymore I'm at the end of losing mo tenps tried to talk to them I provided all the ways I could provide

I don't know what to do anymore at this casino! The service is unbelievable, mmm, it's tough

Je sais plus quoi fsite se casino ! Un service ´pas croyable j mmmmm ses dure

Dear Dupuis123, thank you for clarifying that the promotion in question is not a no-deposit bonus. Could you please attach a screenshot showing the whole text of the promotional terms and conditions? Additionally, do I understand correctly that your winnings were reduced to $75 a second time as well?

Further, are you facing verification issues at this casino too?

Thank you for your patience and cooperation.

Here are all the terms and conditions that could be seen before activating the bonus; you really had to make a deposit to activate the bonus, and there's no mention of a maximum withdrawal amount!

Following my fulfillment of the wagering requirement, my balance was around 1497! They reduced it to $75.

Afterwards, I contacted the casino's help center to ask if I could play with my $75 balance to win more. They confirmed that this was now my balance and that I could withdraw or continue playing with my $75! Luckily, I won another $1500. I requested a withdrawal and contacted the help center again! And then they told me that unfortunately the $75 was still part of the bonus and the withdrawal time, it's possible that the balance will return to $75 because it's still part of a bonus amount and the withdrawal processing team has the right to take back the money and reduce the balance back to $75 because I had an obligation to withdraw the $75. They told me that the help center had told me I could still play with the $75, but yes I could play it, but without being able to withdraw more than $75, as if I could continue playing after having reached the withdrawal limit. In any case, I don't understand why she told me I could continue. Playing if I was forced to withdraw $75 and couldn't withdraw more, I wasn't really happy, so I continued playing that day and eventually my balance dropped to $600. I'm currently waiting for a withdrawal and I still don't know if they'll only pay me $75, but according to the help center, it's very likely I'll only have $75 available for withdrawal. It's been 11 days that I've been waiting for my withdrawal, so I don't know if they'll pay me $600 or only $600.

My account was fully verified two weeks before this situation.

But then they asked me for another check.

72 hours for the withdrawal request; after 72 hours they requested verification

I sent the bank statement documents, the same ones that were used to verify my account previously but updated to confirm my deposit of February 6th, it took another 96 hours only to be finally refused!

I sent back some documents and they are still being reviewed. It's been over 120 hours. I'm waiting for a response and I don't know how much I'll get from my withdrawal!

I also bought some slot machines at the casino, but I can't play them until my withdrawal is processed because the balance remains active. If I buy these machines for $245, I'll lose them because they've expired and the withdrawal is taking too long!

But all this to say that initially, it wasn't even mentioned that there was a maximum withdrawal limit on the bonus I activated after my deposit. I showed you all the details of the bonus. In total, I would have 2100 withdrawable if that's correct, but I'm having a lot of trouble communicating with the help center. It's always the same pre-written answers, never any timeframe, always that the documents are verified within 24 to 48 hours. I've been told it's been 96 hours and still a higher number than usual, extending the verification, and so on.

Thank you for taking the time to help me. I don't know what to do; the help center is too vague and I'm not getting any answers. I'm waiting for confirmation of my verification, but they had already accepted my documents before. Why isn't it working anymore? I even had time to check with ChatGPT if what I'm sending is suitable, and it assured me it was perfect!

I eagerly await your news. Thank you and have a good day.

ici se sont tous les termes et condition qu’on pouvais voir avant d’activer le bonus il fallait vraiment deposer pour pouvoir activer le bonus et il n’y a aucune mention d’un maximum retirable ! S

suite à mes. Exigence de mise remplie j’étais à un solde de 1497 environ ! Il mon descendu à 75$

apres je me suis informer dans le centre d’aide du casino à savoir si je pouvait jouer avec le solde de 75 pour pouvoir gagner plus ils mon affirmer que maintenant setais mon solde et les que je pouvais retirer ou continuer à jouer avec mon 75$!!! par chance j’ai encore gsgner 1500 $ j’ai demander un retrait j’ai recontacter le centre d’aide ! Et là il mon dit que malheureusement le 75 $ fesait encore partie du bonus et l’horaire du retrait il se peut que le solde revienne à 75$ car il fait encore parti d’une somme gsgner d’un bonus et que l’équipe de traitement des retrait on droit de reprendre l’argent et de redescendre le solde à 75$ car j’avais loubligation de retirer le 75 $ ils mon dit que le centre d’aide m’avais dit que je pouvais jouer encore le 75 $ mais oui je pouvais le jouer mais sem spouvoir retirer plus que 75 comme si jairsis continuer à jouer en ayant atteint le plafond retirable dans tous les cas je ne comprend pas pourquoi elle m’a dit que je pouvais continuer à. Jouer si j’avais loubligstion de retirer 75$ et que je ne pouvais pas retirer plus la je n’étais pas vraiment content donc j’ai continuer à jouer cet journer là don finalement j’ai descendue mon solde à 600$ je suis présentement en attende de retrait et je ne sais toujour pas si il vont me payer que 75 $ mais d’après le centre d’aide il est tou à fsit probable que je nais que 75$ encaisable ..sa fait . 11 jours ! Que je suis en attente de mon retrait donc je ne sais pas si il vont me payer 600$ou seulement .

mon compte étais entièrement vérifier 2 semaine avant cet situation

mais là il mon redemander un vérification

72 heure pour la demande de retrait apres le 72 heure il on demander la vérification

j’ai envoyer les document les document de relever bancaire les même qui on permis de vérifier mon compte auparavant mais à jour pour confirmer mon depot du 6 fevrier cela a pri encore un 96heure pour être finalement refuser !

j’ai renvoyer des document et là ils sont encore en révision sa fsit plus de 120 heure j’attend une réponse et je ne sais pas le montant que je vais avoir de mon retrait !

j’ai aussi acheter des boîte à tours dans le casino mais aussi longtemps que mon retrait n’est pas traiter je ne peut pas les jouer car le solde reste actif aussi longtemps que le retrait n’es pas traiter jsi acheter ses tour d’une somme de 245$ je vais les perde car il on expirer le retrait est trop long !!

mais tous sa pour dire à la base il n’étais même pas mentionner qui avais un maximum encaisable sur le bonus que j’ai activer apres mon depot je vous ai montrer tou les er mes mentionner du bonus Au total je serais a 2100 retirable si ses bien sa mais j’ai besucoup de difficultés à communiqué avec le centre d’aide ses toujour les même réponse preecrite jamais de délais toujour les document son vérifier dans un délai de 24 a 48 heure je l’Eure mention que sa fais 96 heure et toujour un nombre plus élever qu’a l’habitude prolongé la vérification et bla-bla-bla

merci à vous de prendre le. Temps de m’aider je ne sais pas quoi faire le centre d’aide reste trop vague et je n’optiez pas de réponse j’attend la confirmation de ma vérification mais il avais déjà accepter mais document auparavant pourquoi la sa ne fonctionne plus jai même oris le tenps de vérifier avec chatgpt si se que j’envoie est convenable et il m’a affirmer que setais parfait j!!

j’attend de vos nouvelles avéc impatiente merci et bonne journée

I know the text is long, I hope it's easy to understand because I speak French and I'm not sure if the translation is perfect, but if there are any details missing from what I sent you, please don't hesitate to let me know. I'm ready to provide them if anything is missing. Thank you for your time and have a good day.

Je sais que le texte te est long j’espère qu’il est bien compréhensible car je parle Francais et je ne sais pas si la traduction est parfait mais si il manque des détaille dans se que je vous ai envoyer n’hésiter pas à me le faire savoir je suis prêts à fournir si il manque quelque. Merci de votre tenps et bonne fin. De journer

So, my account has been under verification since that day. I don't know how much longer I'll get back, and I don't know if the documents will be accepted. I also don't know if I'll only get $75 or $600, and if they'll give me back the rides I bought for $250.

It's already been 11 days since I submitted my withdrawal request, and I've never had so much trouble verifying my account. If they reject my documents again, it'll be another 48 hours minimum, they tell me. Security reasons, yes, I understand, but why did they accept my documents a few weeks ago and now it's no longer acceptable? After my verification is complete, I imagine they'll reprocess my withdrawal request, which will take at least another 48 hours. Know that my patience is wearing thin! 😂😂😂🤦‍♂️ I'll let you clarify the situation to the best of your knowledge. Thanks again.

Alor ses sa mon compte est en vérification depuis se jours je ne suis pas capable de savoir combien encore et je ne sais pas si les document vont être accepter et je ne sais pss plus si je vais avoir seulement 75$ ou 600$ et si il vont me redonner les tours que j’ai acheter pour la somme de 250 $

sa fait déjà 11 jours depuis la demande de retrait que j’attend je n’ai jamais eu auttad de difficultés à vérifier mon compte si il refuse à nouveau mais document sa va être encore un autre 48 heure mini u il me dise pour. Des raison de sécurité oui je comprend mais pourquoi avoir accepter mais doccument il y a quelque semaine et maintenant se n’est plus convenable ! Apres ma vérification terminer j’imagine qu’il vont retraiter ma demande de retrait se qui va prendre encore un autre 48 heures àu minimum sachez que ma patience commence à être au bout du rouleau 😂😂😂🤦‍♂️ je vous laisse me clarifier le situation àu mieux de vos connaissance merci encore

It's confirmed, they kept the $575 for themselves, they left $85 in my account, played a second time, and on top of that, they took the money back a second time. They don't have a withdrawal option, they just left $85 in my account, I only have the right to withdraw $75. Ugh, I'm not happy at all.

ses confirmer il on garder le 575 $ pour eu encore il on laiser un 85 $ dans mon compte jouer une seconde foi en plus d’avoir repris une seconde fois l’argent il non pas éducateur de retrait il on mais laisser 85 $ dans mon compte jsi juste le droit de retirer 75$ ouffffffff je suis pas content du tout la z

They took a total of $1487 + $585 + the purchase of my towers worth $250 + I bought 4 boxes at $48 each

And finally, my withdrawal wasn't processed; they left 85 in the player's account. I really don't know what to do with this situation; it must be extremely difficult to resolve.

Il on pris au total 1487 + 585$+ l’achat de mais tour d’une valeur de 250$ + j’ai acheter 4 boîte à 48$

et finalement mont retrai bes pas traiter il lonlaisser 85 dan sle compte du jouer je ne sais vraiment pas quoi faire avec set situation sa doit être extremebt dificile a régler

Please note that CAD 575.59 has been deducted from your bonus balance in accordance with section 7.9 of our Terms and Conditions: "The maximum winnings/profits from no deposit free spins, all no deposit bonuses, and all additional achievement-related bonuses that may be withdrawn are limited to CAD 75 unless otherwise stated (CAD 85 in your case). We reserve the right to reduce your balance to an amount exceeding the aforementioned winnings limit of CAD 75 (CAD 85 in your case) from no deposit free spins and bonuses. This reduction may occur immediately after a win or upon your request to withdraw the corresponding winnings." Therefore, we have voided your winnings from this bonus, and the maximum withdrawable amount is now CAD 85. As a result of this deduction, your withdrawal of CAD 500 failed, as your balance was less than the requested amount.

Please note that we are a trusted casino, governed by strict regulations and regulated by the relevant authorities. Our site is a reliable platform, managed by competent organizations and appreciated by many users worldwide. The safety and security of your gaming are our top priority.

Please note that your attempted withdrawal of 75 CAD has been cancelled. Your current balance is 85 CAD; you can therefore withdraw this amount.

That's the answer they gave me. They didn't even process my withdrawal, plus they left $85 in my account 😂😂

They removed $1467 after the wagering requirements were met.

My account was worth $75, but I managed to get it back up to $660!

At the withdrawal, they deducted $575, which they then took for themselves, plus the spins I had bought for $250, plus the four boxes at $48 each. And finally, instead of depositing the $85 into my cash account, they put it back into the casino's account 😂😂 I had made another deposit of $10 because they told me it wasn't important to deposit to withdraw, but now it means my account must still be at the $85 withdrawal limit 😂😂 Instead of sending it to me, they make me submit another withdrawal request and insult me ​​for playing it and losing it because, anyway, I can't withdraw more! Because even if it's my money a third time, they'll still tell me I can play it, but anything over $85 will still be suspended. It's really ridiculous, I need your opinion! Especially since he didn't lie about the bonus itself; there was a maximum withdrawal amount stated in the terms. I want to get all the money back, so it's clear he's been trying to scam me from beginning to end. I'm waiting for your reply; this whole thing is definitely not resolved.

Veuillez noter que la somme de 575,59 CAD a été déduite de votre solde bonus conformément au paragraphe 7.9 de nos Conditions générales : « Les gains/bénéfices maximums provenant des tours gratuits sans dépôt, de tous les bonus sans dépôt et de tous les bonus supplémentaires liés aux succès, autorisés à être retirés, sont limités à 75 CAD, sauf indication contraire (85 CAD dans votre cas). Nous nous réservons le droit de réduire votre solde à un montant supérieur à la limite de gains susmentionnée de 75 CAD (85 CAD dans votre cas) provenant des tours gratuits sans dépôt et des bonus. Cette réduction peut intervenir immédiatement après un gain ou lors de votre demande de retrait des gains correspondants. » Nous avons donc annulé vos gains issus de ce bonus et le montant maximal retirable est désormais de 85 CAD. Suite à cette déduction, votre retrait de 500 CAD a échoué, votre solde étant inférieur au montant demandé.

Veuillez noter que nous sommes un casino de confiance, régi par des règles strictes et contrôlé par les autorités compétentes. Notre site est une plateforme fiable, gérée par des organismes compétents et appréciée par de nombreux utilisateurs à travers le monde. La sécurité et la sûreté de vos jeux sont notre priorité absolue.

Veuillez noter que votre tentative de retrait de 75 CAD a été annulée. Votre solde actuel est de 85 CAD ; vous pouvez donc effectuer un retrait de ce montant.

ses la réponse qu’il mon donner il on même pas traiter mon retrai en plus il on laisser 85 $ dans mon compte 😂😂

il on enlever 1467 $ apres les condition de mise remplie

mon comote a 75$ j’ai réussi à remonter à 660 !

au retrait il on enlever 575 $ qui on pris encore pour eu plus les tour que j’avais acheter de 250$ plus les 4 boites à 48$ chacune et finalement au lieu de deposer le 85 $ dans mon compte de caisse il lonremis sur le compte du casino 😂😂j’avais refait un dépôt. De 10$ car il m’avais dit calais que je depose pour retirer sa ses pas important mais là sa veut dire que mon comote doit être encore au plafond du 85$ retirable 😂😂au lieu de me l’envoyer il me font refaire une demande de retrait et m’insulter à le jouer et le perde parce que Any way je oeut pas retire plus ! Car même si se amon argent une 3 eme fois il me dirais encore que je oeut le jouer mais tous gsin supérieur a 85 serais encore suspendue ses vraiment n’importe quoi jsi besoi de votre avis ! Surtout qu’à la base du bonus il n’avais pas menti ont d’un maximum retirable dans les terme je tien a récupérer tous l’argent t’en qu’à sa juste avoir on vois bien qu’il essai de m’avoir du début à la fin j’attend votre retour se n’est vraiment pas régler cet histoire

A very bad experience with inconceivable delays, advice that wasn't true, they let me play the 75 even though they knew it was maxed out, it's inconceivable, please help me

Une très mauvaise expérience avéc eu des délai inconsevable des conseil qui ne son pas vrai il mon laisser jouer le 75 alors qu’il savais qui étais au plafond ses inconsevable aider moi svp

And the funniest thing is that I asked again if I could play with my balance of 85, and they said yes again after several attempts to explain. I can't withdraw more, they never confirmed it. They would have tricked me a third time, but now my withdrawal of 85 is pending; I'm waiting for it. I don't know if they'll ask for another verification.

Et le plus drôle ses que j’ai encore demander si je pouvais jouer mon solde de 85 il mon encore dit oui apres plusieurs tentative a expliqué je. E peut pourai pas retirer plus il s non jamais confirmer il m’aurais un 3 eme fois eu mais là mon retrait est en cour de 85 je l’attend je ne sais pas si il. Vont redemander une autre vérification

I'm sorry for bombarding you with replies, but I'm really angry. I know very well that I won't get my money back in Regent, but if I can at least help someone make the right choice and not trust Spin City, that's always a victory. I'll have prevented someone else from ending up in my situation, and the situation I mentioned is true, and Ginette is 100% certain.

Je suis Desoler de vous avoir bombarder de réponse mais je suis vraiment en coler je sais très bien que je ne récupérer pas mo à régent mais si àu moin je aider quelque personne à faire le bon choix et à ne pas acorder leur confiance à spin City sa ser toujour s de gagner j’aurais éviter que quelqun dautre se retrouve dans ma situation et ms situation mentionner est veredique et Ginette a 100%

At noon, the message you're chatting live tells me I can play the 75, that the money is mine, that's before they take the balance a second time

midi ses le message tu chât en direct qui me dit que je peut jouer le 75 que l’argent est à moi sa ses avant qui reprenne le solde une 2eme fois

In the end, I find it inappropriate not to have written in the bonus conditions that there was a maximum amount that could be withdrawn; normally it is clearly indicated in the terms and conditions. I always check carefully to be sure!

But that customer service dares to mislead me after already removing $1467 and making me believe that the $75 balance belongs to me, that I'm winning again, and that upon withdrawal they take back $575 plus a $275 purchase box that I bought plus 4 boxes at $48!! Saying that it was still part of the bonus and on top of that he took back the 575 and left 85 on my account to play with, which he didn't even transfer to my bank account, I asked the service again just for the fun of it, they told me again that I could play it, you have to be malicious, on a bad time, if I had played again they would have reduced my account to 75 again, I really tried to get him to say in customer service but no, he remained vague, telling me that it's my balance I can do what I want with it, but after 45 minutes without stopping he tells me yes I can play my 75 but I can't withdraw more than 75, I've had so much trouble. It's a nightmare trying to get him to say anything by giving him all the answers. Anyone would be fooled. It's normal to be told everything is okay, but ultimately it is. Regardless of the outcome, the withdrawal remains capped at 75% until it's withdrawn. Plus, you weren't even in the original bonus conditions. I want to inform you that if the situation isn't resolved, I highly doubt you'll get any answers from the casino. They are malicious and limited in their conversations, always the same lines. And if they cover the topic, their tactic is to change people, saying their shift is over, and they repeat the same thing. It's an endless cycle. But it doesn't get resolved. I have no intention of communicating. I think they're on Cuarco Jairsis. I just need information on how it works. I'm really discouraged by the way they've gone about things. I want to affirm that what I'm telling you is truthful and honest. Invention, I remained as honest as possible, trying to make the clearest predictions I could, but I'm truly stunned that I was fooled so easily! I apologize for completely throwing out these texts, but I'm really unhappy. I hope I haven't said anything too offensive, and I don't want to waste your time, but I believe I'm within my rights, and I value my users. If I've written too much, I know it's a lot to read.

I respect your job, and it takes people like you to solve these seemingly unsolvable problems. Anyway, I'm out of options at the moment. I only know that you've made the final decision, and it seems like he thinks he acted completely legally. It's really frustrating. Well, I won't write anything more. I'm waiting to hear from you. A big thank you for helping me! 👍👍👍

au finale je trouve inappropriée de ne pas avoir ecrit dans les condition du bonus qui avais un maximum encaissable normalement il est clairement indiqué dans les termes je verifie toujour bien pour être sur !

mais que le service client ose n’induire en erreur apres avoir déjà enlever 1467 $ et me faire a croire que le solde de 75 $ mapartient je gagne à nouveau et que lors du retrait il reprennent 575$ plus une boite d’achat a 275$ que j’ai acheter plus 4 boite a48$ !! En disant que cela fesait encore parti du bonus et en plus il reprend le 575 et laisse sur mo comote jouer 85 qu’il non même pas amener à mon comote bancaire j’ai redemander au service juste pour le plaisir de la choses il mon encore dit que je pouvait le jouer faut être mal intentionné sur un méchant temps si j’aurais rejouer encore il aurais encore réduit mon compte a 75 j’ai essayer vraiment de lui faire dire dans le service client mais non reste vague en me disant que se amon solde je oeut en faire se que bon mesemble mais apres 45 minute sans relâche y me dit oui je oeut jouer mon 75 mais je oeut pas retire plus que 75 j’ai tellement eu de la. Misere à lui faire dire en lui donnant toute les réponse n’importe qui serais fait avoir des tous à fsit normale quand tu te fais dire que tous est ok mais finalement ses ok mais peut importe l’issu le retrait reste plafonner au 75 t’en qui n’est pas retire en plus qui t’étais même pas dans les condition à la base du bonuse je tien a vous informer que si la situation ne se règle pas je doute fortement que vous optiendrsi des réponse du casino il son mal intentionnée et limiter dans les conversation toujours les même discours et si il fon le tour du sujet le tactique est de changer de personne en disant que son quart de travaile est fini et il répète encore la même choses ses un roue interminable ‘ mais soas ne se règle pas jsi l’intention de communiqué à la l’osée ce je croi qu’il son sur cuarco jairsis juste besoin d’information du fonctionnement je suis vraiment Décourager de la manière qu’il si son pris pour faire les choses je tien a affirmer que se je vous dit est veredict et honnête aucune. Invention je suis resté le plus honnête possible à amener les prédiction les plus claire que je pouvait mais je suis vraiment stupéfait de m’avoir fait avoir aussi facilement!! Je mescuse d’avoir vraiment tou d’ébouler ses texte mais je suis vraiment mécontent j’espère que je n’ai pas trop dit de choses offense et je ne veut pas vous faire perde votre temps mais je crois que je suis dans mon droits et je tien a mes user si jsi trop ecrit je sais que sa fsit besucoup de lecture

je respecte votre job et sa prend du monde comme vous pour résoudre ses promble irrésolvable Entouka mois je suis à cour de ressource pour le moment je nais que vous eu la descision est final et on dirait qu’il croit avoir agit en toute légalité ses vraiment fâchant bon je n’écrit plus rien j’attend de vos nouvel un gros merci de m’aider 👍👍👍

It's been like this since I had $1507 before it dropped to $660. He told me it was mine again, but no, they took it back. How could I have known after being misled so many times? 🤬

met sa ses quand Javais 1507 $ avant de descend en a 660$ il m’a dit que setais a moi encore une fois mais non il on repris comment j’aurai pus savoir à force de se faire induire en erreur 🤬

I also want to point out that he confirms again that clicking the "i" button to the left of the bonus is supposed to indicate a maximum cash out, but I sent you the entire bonus description. When I click on that "i," it clearly doesn't indicate a maximum withdrawal, and it clearly shows that a deposit is required to activate the bonus, so it's not a no-deposit bonus. I don't know why! It's clear during bonus activation; it's not too complicated to understand that they tricked me!

je tien a présider aussi il confirme encore que en cliquant sur le bouton i à gauche du bonus il est supposer indiqué qui il a un max cash out mais je vous ai envoyer toute la description du bonus quand je clic sur se i et clairement il n’est pas indiqué qu’il y a un maximum de retrait et clairement on voit qu’il fsut deposer pour activer le bonus alors se n’es pas un bonus sans depot je c pas pourquoi !!! On voi clairement lors de l’activation du bonus ses pas trop conpliquer a comprendre qui mon bien eu !!

Here is the full description of the bonus. Once you've clicked on the bonus icon, you'll see that to activate it, you have to make a deposit. So, as far as I'm concerned, all the original bonuses are back to me. That's all the bonus description said; otherwise, I wouldn't have activated it if there was a maximum withdrawal amount.

voici la description complète du bonus quand on a puis su le i du bonus et on vois pour l’activer il fsut deposer donc t’en qua moi tou les gsin oris me reviens ses tous se que là desrtiption du bonus disait sinonjaurais oas activer si il y avais un maximu retirable

Just to confirm that it's not a no-deposit bonus, I sent a screenshot of the bonus to customer service and they told me I could activate it after a deposit 😂😂😂 It's not a no-deposit bonus, case closed 😂😂😂

juste pour confirmer que se n’est pas un bonus sans depot jsi envoyer une capture d’écran du bonus àu service client et il ma dit que je pouvais l’activer apres un dépôt 😂😂😂sa ses pas un bonus san s depot affaire régler 😂😂😂

My account hasn't been verified yet; they've only taken the amount back for the second time. They owe me the $85 that's still pending since February 6th.

Please note that the amounts of CAD 1,689.82 and CAD 575.59 were debited from your account on January 10, 2026 and February 16, 2026 respectively.

1x225 and 4xle $48

In total he owes me 1689 + 575 + 225 + 192 + 85 = 2766

I'm eagerly awaiting a response. I believe I've provided all the details and that it's 100% correct and the entire amount is due to me. Thank you.

Finalement mon comote n’es pas encore vérifier il on seulement repris le montant pour la deuxième foi il me doivent le 85$ qui est encore en attente depuis le 6 fevr

Veuillez noter que les sommes de 1 689,82 CAD et de 575,59 CAD ont été débitées de votre compte respectivement le 10 janvier 2026 et le 16 février 2026,

1x225 et 4xle 48$

au total il me devrait 1689+ 575+225+192+85=2 766

J’attend une réponse avéc impatience je crois avoir fourni tous les détail et que ses conpre a le a 100% et tous le montant me revien merci

They refused again, but the documents contained the same things except for the date, which I had provided last time and which they had accepted 😂😂😂

I absolutely need you, I'm in a terrible state.

Il on encore refuser mais document les même choses à par la date que Javais fournie la dernier foi et qu’il avais accepter 😂😂😂

jau absolument besoin de vous je suis en tabarnak

It doesn't look too good, the time is coming to an end and I don't have an answer. Anyway, on my end, I tried as much as I could, but they don't want to understand anything, they say it's a no deposit bonus. Eure sent the photo explaining that it's a no-deposit bonus, meaning there's no deposit required, and it clearly says "deposit now." I explained that normally your terms clearly state there's a maximum cash out limit, yet they still tell me it's a no-deposit bonus. They don't understand anything at all. I've already been scammed with Mr Bet casino (it's a linked casino), and I didn't do anything wrong. But there are limits to scamming and then acting like nothing happened is inconceivable. On top of that, they took the amount from me twice, misleading me, and then telling me it's written in the terms and conditions. It's complete nonsense. I eagerly await your reply, but I strongly advise against this casino.

Sa ne regarde pas trop bien le temps arrive à son terme et je n’ai pas de réponse Entouka de mon côté j’ai asseyer le plus que je pouvais mais il ne veule rien conprendre il dise que ses un bonus sans depot je. L’Eure envoie la photo en expliquant qun bonus sans depot il ni a pas de dépôt à faire et ses claireme t ecrit deposist now et j’explique que normaleme t vos termes indique clairement qu’il y a un maximum cash out et encore il me dise que ses un bonus sans depot il ne comprene rien du tout je me suis déjà fsit avoir avéc le casino mr bet st un casino lier je n’avais rien fsit mais là il y a des limité à arnaquer et faire comme si de rien n’étais ses inconsevable en plus de m’avoir enlever le montant 2 fois en m’ayant induit en erreur et apres me faire a dire dire que ses ecrit dans les conditions ses du gros n’importe quoi j’attend votre retour avéc impatience mais je déconseille fortement de casino

First and foremost, let me mention that sometimes, less is more.

You’ve provided a very large number of screenshots and sent multiple back-to-back messages in the thread. While we understand your frustration and eagerness to resolve the issue, I kindly ask you to focus on sharing only the most relevant information in a clear and concise manner.

When too much information is presented at once—especially when it's not directly related to the core of the problem—it can actually slow down the process and make it more difficult for everyone involved to follow the case. Repeated messages may also delay responses, as both we and the casino need time to properly review each submission.

That being said, your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila

Yes, I understand, but... It would be good to mention on your site that this casino doesn't always respond to messages. I relied heavily on your site before registering at the casino, and when I see that there are no options for resolving a problem and that the casino isn't understanding, it's good to know. I really need the casino to respond; they're quite stubborn! Thank you for taking the time to help me; it's much appreciated.

Oui je comprend mais. Il serais bon de faire mention justement sur votre site que se casino be répond pas toujours à vos message maintenant je me fi beaucouo sur votre site avant l’inscription. Du. Casino et quand je vois qu’il n’y apre pas de possibilités de régler un problème er que le casino bes pas compréhensif ses bon à savoir je doit beaucouo que le casino vous répondre justement il son asser têtu ! Merci de prendre le temps de m’aider ses bien aprecier

But to be clear, I'm not just going for the 575; I also want the 1687, which wasn't a no-deposit bonus. I'm claiming both amounts. The 575 is really just ridiculous, that's nonsense, but also the 1679.

Mais pour spécifier je ne vais pas juste pour le 575 je veut aussi le 1687 qui n’étais pas d’un bonus san depot je réclame les 2 montant le 575 sa ses vraiment juste le boute du boute que sa ses n’importe quoi mais aussi le 1679 de plus

Hello Dupuis123,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist. No action is needed from you at this point; thus, I kindly ask you to refrain from further messages, as it is now up to the casino team to provide clarification.

We would like to invite SpinCity Casino to join the conversation.

Dear SpinCity Casino,

I would appreciate your clarification regarding the sequence of events in this matter. Your decision to cap the player’s winnings appears to have been based on the terms and conditions applicable to no deposit bonuses. However, according to the player, the bonus in question was actually a deposit bonus.

Additionally, once a cap on winnings is applied after the bonus wagering requirements have been met, those funds should no longer be subject to bonus restrictions—unless players are clearly and transparently informed of any continued maximum win limit beforehand, through means such as a pop-up message, in-game notification, internal message, or other clear communication.

Can you please confirm, alongside providing evidence, if any such communication took place?

I look forward to your response.

If there is any information or evidence that cannot be disclosed publicly, please feel free to share it with me directly at michal.k@casino.guru for a independent review.

He doesn't answer, in my opinion.

il ne réponde rom pas d’après moi

Dear All,

We will provide a detailed response shortly. At the moment, we require additional time due to high workload. Thank you for your understanding.

Additionally, we would like to clarify that this case is fully transparent. The user activated a bonus with a maximum withdrawal limit, which was applied to the balance in accordance with our Terms and Conditions (clause 7.9). Winnings generated from bonus funds can only be withdrawn within the maximum amount specified in the bonus terms.

We do not identify any violations on our side. The services were provided strictly in line with our Terms and Conditions, which the user agreed to upon registration.

If you look closely, it says under the bonus deposit now. I'm not Albert Einstein. But I did indeed make a deposit to activate the bonus, so it's not a no-deposit bonus! I didn't agree during registration, as you said, not to be informed of the bonus terms in the activation section, which didn't mention a maximum winnings. Normally, you deactivate it in the terms section, and it wasn't written there. Furthermore, I contacted your customer service, and they told me the money was mine. Even after I had already withdrawn my winnings, they informed me I could continue playing, and ultimately, they withdrew my winnings twice. I lost my $235 spin purchase because the withdrawal was too slow; in fact, my $85 withdrawal is still pending! You've been overloaded with work for the past 3 months, I know, I've texted you every day. That's not called overwork; when it's your daily routine, it's called slow service!

si vous voyer bien il est ecrit sou le bonus deposis now je ne suis pas Albert Einstein. Mais j’ai belle et bien deposer pour activer le bonus donc se n’est pas un bonus sans depot ! Je n’ai. Pas accepter a l’inscription comme vous dite de ne pas. Être informer des terms du binus dans la section d’activation qui ne fsit pas mention de gain maximum normalement vous l’inactiver dans la section terms et la setais pas ecrit. Et en plus que je me suis informer auprès de votre service client et qu’il mon dit que l’argent. Était a Moi et une seconde foi même après avoir saisi main gain il.mon informer que je pouvais continuer à jouer et finalement il on saisi. 2 fois mais gain j’ai perdu mais achat de tour à 235$ car le retrait étais trop long d’ailleurs mon retrai de 85 est encore en attente! Vous êtes toujourous en surcharge de travail depuis 3 mois je le sais je vous ai texter tous les jour on n’appelle pas sa une churgage de travaill quand ses votre cotidien on appel sa un service lent !

A question for you: Could you please read what is written under the bonus to activate it? This answer should contradict your statement about a no-deposit bonus! Thank you.

Its hardness is undeniable, isn't it?

Une question pour vous Pouver vous me lire quesque qui est ecrit sous le bonus pour l’activer ! Cet réponse devrai contredire votre dire de dire un bonus sans depot ! Merci

Ses asser dure à contester non. ?

Dear SpinCity Casino,

I look forward to your more detailed response, including any supporting evidence related to this case.

Additionally, I would greatly appreciate it if you could please address the player's enquiries.

Thank you for your assistance.

Dear Michal,

Before registration, the user agreed to all the terms and conditions of our website.

On 06 February 2026, the user independently activated a no-deposit bonus in the form of free spins, which carried a withdrawal limit. These conditions were clearly stated in the bonus terms, and by clicking the activation button, the user confirmed their agreement with them.

At the time of activating the free spins, the user had no funds in their real balance, and all winnings were obtained exclusively from the free bonus. After the free bonus was played through, the system adjusted the balance according to the bonus terms, and the user continued playing.

Once the user submitted withdrawal requests and no longer continued playing, their balance was adjusted to the maximum withdrawal amount in accordance with the no-deposit bonus terms, since all winnings were derived solely from the bonus.

Additionally, we took into account that the user made one deposit to their balance, and we compensated this deposit amount. According to our terms, balance adjustments may occur immediately after a win or after a withdrawal request is submitted.

Clause 7.9 of our Bonus Terms states:

"The maximum winnings/profit from No-Deposit Free Spins, all No-Deposit bonuses, and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise. We reserve the right to reduce your balance to an amount exceeding the aforementioned €50 winning limit from No-Deposit Free Spins and bonuses. This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings. In order to withdraw winnings from the free bonus, you need to make 1 successful deposit."

We emphasize that in this case, the user’s entire winning was obtained from the activated no-deposit bonus. Therefore, assuming that once the wager is completed and the winnings are transferred to the real balance, these funds fully belong to the user without any restrictions, is not entirely correct. The winnings originated from the bonus; had the user not activated it, they would not have played and would have had no balance in their account.

Therefore, by activating a no-deposit bonus, the user agrees to its usage terms and the conditions for withdrawing winnings from it.

Clause 7.3 of our Bonus Terms also specifies:

"Individual promotions may have additional terms and conditions which will override or contribute to the terms and conditions here stated. Please check carefully all terms and conditions associated with a bonus before taking part. Should the terms and conditions of the individual promotions conflict with the Bonus Terms and Conditions, the individual promotions terms shall apply."

In accordance with these rules, by activating the bonus, the user is deemed to have reviewed and agreed to all terms and conditions.

Yes, I had a problem. I don't understand why you can't read what's written on the bonus I activated. It clearly states that I have to make a deposit to activate it. The bonus terms are clearly written in the screenshot. I don't understand why you insist it's a no-deposit bonus when it clearly says to make a deposit to activate the bonus. I think you're acting in bad faith by refusing to admit it, even after the evidence, which is quite easy to understand! I think you just don't want to pay, and I know very well that I'm not the only one this has happened to.

Mais oui Javais un fond je ne comprend pas que vous n’êtes pas capabable de lire se qui est marquer sur le bonus que j’ai activer il calais que je depose pour pouvoir l’activer les terms du bonus son bien ecrit dans la capture d’écran je ne comprend pas que vous Fiset que ses un bonus sans depot quand clairement. Il est ecrit de deposer pour pouvoir activer le bonus je crois que vous êtes de mauvaise foi a ne pas vouloir admettre même apres les preuve quand même asser facile a conprendre ! Je crois que vous be couler juste pas payer et je sais très bien que je ne suis pas le seul à qui ses arriver

Please read what's written in the screenshot I sent you; that will solve the problem. Just rewrite it here so we all understand that you can't say it's a no-deposit bonus! Besides misleading me and taking my money twice when your customer service told me it was already credited once and the balance was mine afterward, the total amount would be $235, totaling $1687, $560, and $85.

Pouver me lire se qui est ecrit dan a la capture d’écrans que je vous ai envoyer sa va régler le problème fausse juste le récrire ici on vs tous s conprendre que vous ne Pouver pas dire que ses un bonus sans depot ! En plus de m’avoir induit en erreur et avoir pris mais fond 2 fois quand votre service client m’avais dit qu’il étais déjà sourirai une fois et le solde est à moi apre s donc sur ce le montant total serais de 235 achat des toute 1687$ 560$ et 85 $ tous cela additionner

Stop saying no deposit bonus, you see it clearly, the bonus that required a deposit to activate! And the fact that the terms don't specify a maximum withdrawal, I don't know what your point is in trying to find a way to avoid paying. What do you see clearly is that the points I'm making are all justified?

Arrêter de dire no deposist bonus vous le voyer trad bien sûr le bonus qui fsut deposer pour l’activer ! Et que dans les terms il n’est pas spécifier d’un maximum de retrait je ne sais pas quoi sa vous donne d’essayer de trouver un truc pour pas payer Ques dvous vouyer clairement que les point qui e j’apporte sont tous justifier

I read your terms very carefully, and I find it all disingenuous, especially since I have nothing to lose as far as I'm concerned; it's the money I've earned, that's all.

J’ai très bien lue vos terms je trouve tous sa de mauvaise foi surtout que vous je perder rien en t’en que tel ses l’argent que j’ai gagner ses tous

You really need to understand what a no deposit bonus means! I had to make a deposit to activate the bonus, and I'd also like to draw your attention to the point you're making: when I activated the bonus with a deposit, it was clearly stated that there was no deposit requirement! I provided you with screenshots of the bonus. How can you dispute this? The terms clearly stated that it was a bonus with no maximum withdrawal requirement. I know that when there's a maximum withdrawal on a bonus site, you specify it in the terms. But that's not the case here! If you want to look at the screenshots I provided, that would be the easiest way to see for yourself, I think! If you can't accept what's written in black and white, well, I have no other words to convince you of the obvious!

Il faut vraiment tu comprenne ses quoi la signification de bonus sans depot !! Il a fallut que je depose pour pouvoir activer le bonus et aussi j’aimerais apporter votre attention sur le point que vous amener que quand j’ai activer le bonus avéc depot bien sure il est claire qu’il étais mention !!!!! Je vous ai fourni les photo du bonus comment. Contester ???? Les terms étais claire que setais un bonus sans condition de retrait maximal je sais que quand il a un retrait maximal sur ub bonus vous le spécifier dans les terms. Mais là se bes pas le cas !!! Si vous vouler porter attention au capture d’écran que j’ai fourni sa serai la façon la plus simple de constater je crois !!!!! Apres si vous ne Pouver pas admette se qui est ecrit noir sur blanc .et bien je n’ai pas dautre mots pour vous convaincre de l’évidence !

Here is proof of my deposit on February 6th at your casino, which I made in order to activate the bonus.

voici la preuve de mon depot le 06 fevrier sur votre casino depot que j’ai fait pour pouvoir activer le bonus

I would like a clear answer regarding your intention! I believe I have provided legitimate evidence for my request; it's up to you to decide if you intend to impress or find clauses that don't apply to this situation! It's up to you to decide if you want to be honest or if you prefer not to pay! I want to thank Guru for their service and for keeping players informed about whether casinos are understanding or don't care about player requests. There are so many different casinos; this gives a good boost to choosing an honest and understanding one. Thank you very much.

I would like a clear answer. The evidence provided is there and it's not really contestable. I need a clear answer; there's no need to bring up terms that don't apply, just a clear answer. If that helps you with your decision, don't forget to read what's written when activating the Deposis Now bonus, not the No Deposis Bonus. Thank you for your time.

J’aimerais avoir une réponse claire sur votre intention !je crois avoir fourni les preuve legetime sur ma demande a vous de voir si vous aver l’intention d’épater ou de trouver des point de terms qui ne s’applique pas à cet situation ! Ses a vous de voir si vous vouler être honnête ou si vous préfère ne pas payer ! Je tien a remercier guru pour leur service et garder informer les les joueur à sacoue si les casino son compréhensif ou si il ne se soucie pas des demande des joueur il a tellement de casino different sa donne un bon coup de pouce a choisir un casino honette et conprenhensif avéc les merci beaucoup

moi j’aimerais une réponse claire les preuve fournie son là er elle ne sont pas vraiment contestable avoir une réponse claire pas besoin d’amener des point de terms qui ne s’applique pas juste une réponse claire si sa oeut vous aider dans votre choix n’oublier pas de lire se qui est marquer à l’activation du bonus deposis now et non no deposis bonus merci de votre temps

Dear SpinCity Casino,

I would be grateful if you could send me the complete game log for the player, which should encompass the bonus history for an independent assessment. Your previous response did not correspond with the evidence presented by the player, as the bonus in question (assuming we are referring to the same one) was a deposit bonus. Therefore, the regulations pertaining to a no-deposit bonus should not be relevant.

Additionally, I would appreciate your clarification regarding the sequence of events, as it appears that there might be more bonuses in question.

If there is any information or evidence that cannot be disclosed publicly, please feel free to share it with me directly at michal.k@casino.guru

Dear Michal,

Thank you for your request. To prepare a detailed response and provide the evidence you asked for, we will need a little additional time.

We will do our best to send you an email with the requested information by the end of this week. If the specialized department is unable to meet this timeframe, the standard 6-day review period will be sufficient for us to prepare a complete response.

We sincerely apologize for the wait and appreciate your patience.

Please note that this does not mean we have changed our decision regarding the user’s situation. At this time, we still do not see any error or inconsistency with our Terms and Conditions.

Yeah, that's the second time he's replied like that to extend it. He doesn't have any more proof to look for, it seems to me. I've already provided the proof, it seems obvious? Why look for proof when it's already provided? It seems more like he's trying to find a way to get out of it or find the best way to invent a reason not to pay! When it's clear like that, it seems to me you take responsibility and admit you're wrong and you pay! Why extend it a second time? It's a bit ridiculous. The proof is there, it can be resolved in 2 minutes, although I know everything takes a long time with them, it took more than 40 days just to verify my account 😂😂! The proof is clear, it's there, take responsibility Spin City and pay what you owe, that's all! Besides, you've blocked my account and I was supposed to have 10 chests bought at $50 each 😂. I think you've reached the limit of reasons when the proof is there. It's not complicated, just accept and pay. If you're a trustworthy casino, prove it!

Ouin sa fait 2 fois qu’il réponde sa pour prolonger il non plus de oreuve a cherché il me semble jsi fourni les preuve il me semble que ses evident ?pourquoi chercher des preuve quand celle si sont déjà fourni on dirai plus qu’il essaie de chercher un moyen de se defiller ou trouver la meilleure façon d’inventer une raison pour pas payer !!!! Quand ses claire comme sa il me semble tu assume et tu avoue que tu tord et tu paye ! La pourquoi prolonger une seconde fois ses un oeut n’importe quoi les oreuve son la sa se règle en 2 minute quoi que je sais que tous est long avéc eu sa pri plus de 40 jour juste vérifier mon compte 😂😂! Les preuve son claire elle son la pren er vos responsabilité spin City et payer votre du ses tout ! En plus que la vous avez bloquer mon compte et je devai avoir une 10 coffre acheter à 50$ chacun 😂 je pense. Que vous êtes au plafond des raison quand les preuve son. La ses pas conpliquer assumer et payer. Si vous êtes un casino de confiance prouver le !

Sorry if the translation is complicated, I speak French!

Desoler si la tratuction peut etre compliquer je parle Francais !

You're not exactly being helpful with your casino clients, Entouka. You don't seem to care much about their requests; you're always overloaded with work, judging by your own words. But it's clear that trying to take players' winnings must be why there are endless delays. Try providing at least one credible argument. Forget article 7.1, which doesn't apply in our situation. So take 10 minutes of your time and sort this out, stop putting it off! Pay me or find something logical to say that supports the photos I provided! Simple as that.

Vous êtes pas trop dadon Entouka avéc vos clients de casino. Vous ne vous soucier pas beaucoup de leurs demande vous êtes toujours en surcharge de travaille à vous entendre parler mais ses sur qu’à essayer de prendre l argent des gain des jouer sa doit être pour sa. Qu’il y a des délai interminable .la essayer donc de fournir un argument àu moin qui pourais avoir laire crédible laisser faire l’article 7.1 qui ne s’applique pas dans notre situation alors prend 10 minute de ton temps pis règle sa arrête de repousser !! Payer moi ou trouver de quoi à me dire qui est logique et qui reventique les photo que je vous ai fourni! Simple comme sa

Dear Michal,

I want to clarify that the screenshots I sent of the bonus are indeed the deposit bonus I activated! Clicking on them displays the full bonus description; it's the same! But it's with this bonus that they told me it was a no-deposit bonus, but it's clearly visible that a deposit is required to activate it. Thank you!

chère Michal ,

je tiens à préciser que les capture d’écrans que j’ai envoyer du bonus son belle et bien le bonus de dépôt que j’ai activer ! Ses en cliquant desus sa donne toute le descriptif du bonus ses le même ! Mais ses avéc se bonus qu’il mon dit que. Setais un bonus sans depot mais on voi clairement qu’il faut deposer pour l’activer merci !

Dear Michal,

We sent you an email on Monday; please take a look at it. We look forward to your reply.

Dear SpinCity Casino,

Thank you for your email. I have responded back with my thought in the matter and am looking forward to your reply.

Dear Dupuis123,

Could you kindly confirm whether you have claimed or received any other bonuses before claiming the 15FS deposit bonus?

If that is the case, may I ask which bonus it was, please?

Dear Michal

Yes, I've already activated other bonuses with other deposits! But regarding the activation of the bonus mentioned, I deposited specifically to activate it! To activate free spins bonuses, you just need to deposit, select the bonus, and then activate it whenever you want! But I remember depositing to activate this bonus precisely because there was no maximum withdrawal limit linked to it. I took the time to read the terms and conditions carefully before activating it because I really hate playing with a maximum withdrawal limit; I certainly wouldn't have activated it knowing that! And anyway, how could I have known there was a maximum withdrawal limit on this bonus? It wasn't indicated, and normally when there's a maximum withdrawal limit on a Spin City bonus, it's clearly stated in their terms and conditions in the bonus section! I hope I answered your question satisfactorily! Thank you. If you need more details, please let me know. Currently, I can't even check on Spin City; they blocked my account after my $85 withdrawal, which I just received after a 40-day wait! And now my account is blocked. I should still have 6 chests on my account, each worth $48, plus 2 boxes worth $248 each worth 250 spins! But my account is blocked regardless. Yes, I've already activated other bonuses with other deposits, but I don't see how that would change the situation!

I would really like to know what the argument is. Clearly, Spin City doesn't want to give me a simple explanation for activating the bonus. It's obvious I'm right; it's possible that when they moved this bonus to the bonus selection, they made a mistake by not mentioning the maximum withdrawal amount. But it was their responsibility to mention it, and they didn't! So, in this situation, I shouldn't be penalized for their mistake!

THANKS

I'm eagerly awaiting a return

Cher Michal

Oui j’ai déjà activer dautre bonus avéc dautre depot! Mais pour se qui concerne l’activation du bonus mentionner Javais deposer exprès pour activer se bonus !mais pour activer les bonus de tours gratuit il suffit de deposer en sélectionnant le bonus et ensuite l’activer quand on veut !mais j me souvient que Javais deposer pour activer se bonus car justement il n’y avais de gsin maximum relier au bonus Javais prix le temps de bien lire les condition avant de l’activer car moi jouer avec un retrait maximum je déteste vraiment je l’aurais certainement pas activer a sachant cela ! Et Any way comment j’aurais pus savoir qu’il avais un retrait maximum sur se bonus il étais pas indiquer et normalement quand il y a un retrait maximum sur ubn bonus spin City le marque clairement dans leur condition et terms dans la section bonus ! J’espère avoir bien répondu à votre question !merci si vous avez besoin de plys de précision veuillez m’en faire par prensentement je ne peut même pas vérifier sur spin City il on bloquer mon compte apres mon retrait de 85$ que je vien tou juste davoir apres 40 jours d’attente ! Et là mon comote est bloquer je devait avoir encore sur le compte 6 coffre acheter D’une valeur de 48$ chacun +2 boîte à a 250 tour d une valeur de 248$ chacun que jai perdu !mais mon compte est bloquer quoi qu’il en soit’ oui j’ai déjà activer dautre bonus avéc dautre depot mais je be voi pas en quoi cela changerai la situation !!

j’aimerai beaucoup savoir ses quoi le argument clairement spin City ne veut pas me donner l’explication simple de l’activation du bonus activer on le voie simplement que j’ai raison il se peut qu’au moment qu’il on mig se bonus dans la sélection de bonus il on fais une erreur en ne mentionnant pas qui avais un maximum retirable mais rendu la setais leure responsabilité de le mentionner et il ne lon pas fait ! alors !alors dans cette situation je n’ai pas être pénaliser pour l’Eure erreur !

merci

jsttend ub retour avéc impatience

Whatever the $550 for the 6 boxes I bought and the 2 tower boxes I bought after the first seizure of money should be payable without question, they misled me by telling me that I was not obliged to withdraw the $75 and that I could withdraw the amount following the end of this bonus!

So $550 + 6 x 48 = $838.00 + 2 x 248 = $496

The only thing left to discuss is the $1687, which is not a no-deposit bonus.

The total is $838 + $496 + $1687 = $3,021, more or less. I don't know the exact amount. They blocked my account, but it's roughly that.

Quoi qui en soi le 550$les 6 boîte acheter et le 2 boîte de tour acheter que Javais acheter apres la premiere saisi d’argent devrait être payable sans duscusion il mon induit en erreur en me disant que je n’étais pas oubliger de retirer le 75 $ et que je pouvovais grutier le montant suite à à la fin de se bonus !

donc 550$ + 6x48=838,00 $ +2x248=496

il reste juste à discuter du 1687 $qui n’est pas un bonus sans depot

total en tout 838 +496+1687=3 021 $plus ou moin jsi pas le montant fixe il on bloquer mon compte mais sa ressemble à sa

Dear Dupuis123,

Thank you for your reply. Sorry, I might not have phrased my previous question entirely clearly. Could you please confirm if you have claimed or received any no-deposit bonuses prior to claiming the 15FS deposit bonus? While I have not confirmed this fully yet, however after reviewing your gameplay history it appears that you may have utilized a no-deposit bonus, and there were funds from that bonus in your balance before you claimed the aforementioned 15FS deposit bonus, as indicated by the casino team in their earlier response.

No, it's definitely not true!! Come on, he would have informed me much earlier if that were the case. The bonus I activated is the one I showed 15 times, and it's because of this specific bonus that he insists it was a no-deposit bonus. I explained this many times to customer service, but he kept telling me that this bonus was the no-deposit bonus. I tried to explain that it was written there, and that it wasn't. He would have informed me if it had been another bonus I activated beforehand! I think he knows how to find a reason, but I'm certain I didn't activate a bonus with a remaining balance from any other bonus whatsoever! Thank you.

Non ses sure que non !! Voyon donc il m’aurais informer bien avant si setais le cas le bonus que j’ai activer ses selui que j’ai montrer les 15 fs et ses pour se bonus précis qu’il s’acharne à dire que setais un bonus sans depot je l Eure est expliquer un mainte reprise dans le service client mais il me disait que setais se bonus qui etait un bonus sans depot j’essayai d’expliquer que setais ecrit Que se n’étais pas ecrit il m’aurait informer si saurait été un autre bonus que j’aurais activer avant ! Je croi qu’il e sait de trouver une raison mais je suis certain de pas avoir activer un bonus avéc un solde restant d’un autre bonus quelqconque ! Merci à vous

I haven't activated any other bonuses since I have a balance in my account. I'm cautious; I know this has happened before, and I was very careful! And the reason they gave you, or what they showed you, is inaccurate! I'm 100% certain.

Je n’ai pas activer dautre bonus ayant un solde sur mon compte je suis prévoyant je sais setais déjà arriver avant je fesai très attention ! Et la raison qu’il vous on donner ou se qui vous on montrer est inexact ! Je suis certain a 100%

Dear Dupuis123,

Thank you for your response. The situation has proven to be more intricate than it initially appeared. Upon reviewing your gameplay, it seems that there are additional bonuses involved. I have sought further information and evidence from the casino team, which, once received and reviewed, should provide me with a clearer understanding of the entire situation.

Dear SpinCity Casino,

I have replied to your email with additional inquiries and am awaiting your response.

Dear Michal

Well, if there's one thing I'm sure of, it's that I didn't activate any other bonuses at the same time as this latest one, so I'm really hopeful I'll get my money back! Because the only other bonuses I activated were before, with other deposits!!! So I'm eager to see the casino's response. If they're honest, I'm really confident I'll receive my money! And if they provide proof that I activated other bonuses, I'd like to see it and have them explain themselves, because I'm more likely than some to say I didn't activate anything else!

Thank you for taking the time to clarify my situation.

t

Chère Michal

Bin si y’a une choses que je suis sure ses que j’ai pas activer dautre bonus en même temps que se dernier bonus dont il est question alors j’ai bien espoir de revoir mon argent! Car les seul autee bonus activer son avant avéc dautre depot !!!donc je suis impatient de voir la réponse du casino si il son honnête je suis vraiment confiant de recevoir mon argent ! Et s’il fournisse une preuve comme quoi j’aurais activer daurmtre bonus j’aimerais le voir et m’expliquer a mon tours car je suis plys que certain qui a rien sautre que j’ai activer ! Me

merci de prendre le temps d’éclaircies ma situation

t

At this point, they made a mistake; they don't need to come up with reasons out of thin air. They should pay, and that's the end of it!

La moment donner ils on fais une erreur ils on pas besoin de trouver des raison sorti de nul par qu’il paye et sa fini la !!!

Dear Michal,

We are currently preparing the information you requested in your email; however, we require additional time to complete this process. We will provide the supporting evidence next week, and therefore kindly ask you to extend the deadline once again for the standard period.

We apologize for any inconvenience caused, but we need sufficient time to properly prepare and respond to your request.

I don't understand the supporting evidence. There's no need for supporting evidence; the evidence is there, the proofs are there. It seems simple to me. It's already happened four times that you no longer need time. Face the facts! I provided all the evidence in less than 5 minutes, and your proofs have been there for over a month, it seems to me. It couldn't be clearer. Start by paying me the 1687 + 550; that would be a start! Stop trying to find evidence; it's right there in front of your eyes. Respect your commitment to the players!

Je comprend pas les preuve à l’appuie il ne pa soas avoir de preuve à l’appuie les preuve son la les fsite sont là il me semble que ses simple ses fais déjà 4 fois que vous avez plus besoin de tenps rendez vous à l’évidence !! J’ai fourni tous les oreuve en moin de 5 minute et vous sa fsite sont là plus d un mois il me semble sa peut pas être plus claire commencer par me payer le 1687 + 550 sa fera déjà un début de fait ! Arrêter de vouloir trouver des preuve elle son la sou vous yeux respecter votre engagement en vers les jouer !!

Dear Dupuis123,

I appreciate your response, and I want to acknowledge that this matter has proven to be more complex than it initially appeared. As I mentioned previously, upon reviewing your gameplay, it seems that there are additional bonuses involved beyond the one you have claimed.

At this time, we require additional information and evidence. Your current claim does not appear to align with the evidence we have received thus far, and the actions taken by the casino seem justified.

In order to thoroughly assess all aspects of this situation and reach a well-informed decision, we need to review the entire matter comprehensively. I hope you understand our position. Thank you for your cooperation.

Dear SpinCity Casino,

I'm looking forward to your timely response with the additional information and evidence I've requested.

I'd just like to see what the other no-deposit bonus is that would justify a maximum withdrawal of $75.

J’aimerai juste voir ses quoi l’autre bonus sans depot qui justifierais un retrai de 75 $ maximum

Dear Michal,

We have replied to your email with additional clarifications regarding the user’s situation. Thank you for your consideration.

What's the conclusion of all this?

Ses quoi la conclusion de tou sa ??

Dear Dupuis123,

I understand your desire for regular and detailed updates; however, this is not always possible.

Based on your game log, it appears that a no-deposit bonus may have been involved, in addition to the bonus shown in your screenshots. I am currently working to clarify the exact sequence of events and the application of the maximum withdrawal limit to your winnings.

I hope to provide a more detailed response soon.

Dear SpinCity Casino,

Thank you for your email, however, there still remain some aspect that were not yet sufficiently clarified. I'm looking forward to your detailed clarification.

Okay, I understand. I'd like to see the details of the bonus I activated! Because I know that's not the case, and I'm somewhat familiar with this casino's tactics for pulling these kinds of tricks! But they didn't forget to reduce my balance twice after confirming that I could play with it without any problems.

D’accord je comprend j’aimerais voir les détail du bonus que j’ai activé ! Car je sais que ses pas le cas er je connais ub oeut les habiletés de se casino a faire se genre de truc de passe passe ! Mais cependant sa ne les oubliais pas à réduire mon solde à deux reprise apres qu’il mais confirmer que que je pouvais jouet le mon solde san problème

They really need to show you the bonus I sent you. There's no other bonus, and you'll see it's not a no-deposit bonus! It's that simple; I activated it. I sent a photo of this bonus, so they can't rewrite the terms already mentioned! You should know that Spin City is very peculiar and not very professional, so check carefully. There's no other bonus that's been activated. I don't know what they tell you in their system, but it's probably made up!

Il faut vraiment qui te montre le bonus que je t’ai envoyer il n’y a pas dautre bonus et vous aller constater que se bes pas un bonus sans depot ! Ses simple comme sa j’ai activer. Se bonus que j’ai envoyer par photo alors il ne peuve par récrire les terms déjà mentionner du bonus !! Il faut savoir que spin City est très particulier et pas trop profoesionel alors vérifier comme il faut il n’y a pas dautre bonus qui a été activer je ne sais pas quoi il vous dise dans leur truc mais probablement une invention !!

Let's see, it would have taken 2 months if it were that simple 😂😂😂 You have to face the obvious!!

Voyons qu’il aurais oris 2 mois si setais si simple 😂😂😂il faut se rendre conte de l’évidence !!

Always stretching the time out to the very end says a lot! I want proof of the activated bonus that had a maximum cash out, and as mentioned, you still had to deposit to activate it. It's ridiculous. A no-deposit bonus is simple; they just had to mention it!

Toujours étirer le temps jusqu’au bout sa en dit long pas mal !!! Je veut la preuve du bonus activer qui avais un max cash out et comme mentionner il calais quand même deposer pour l’activer sa perd le nom. De bonus sans depot ses simple il avait juste à le mentionner !!!

Dear Michal,

We have replied to your email with a kind request for additional time to gather all the necessary information. Thank you

Dear Michal,

We have sent you an email with the required information. Thank you.

Dear SpinCity Casino,

Thank you for your email. I have responded back and provided my thoughts on how we can move this matter toward a appropriate resolution.

Dear Dupuis123,

After gathering the information and evidence related to this matter, I believe I now have a good understanding of the events.

While it is true that you claimed the 15FS deposit bonus, this was, however, not fully successfully wagered. According to the gamelog, you received winnings of C$5,36 (most likely from these 15 free spins) on 2026-02-06 at 21:12:44 that still needed to be wagered, but you have not fulfilled the bonus wagering, and by 2026-02-06 21:21:25 your account balance reached zero, thus the bonus was "voided". Following this, you claimed/utilized a different no-deposit bonus/free spins. The spins were completed, and the winnings from them C$89 were credited to your bonus balance on 2026-02-06 at 21:24:47. It's important to note there was no further deposit made by you during this time and you played solely with free funds from the casino (essentially a no deposit bonus) thus the rules related to no deposit bonuses very fully a appropriately applicable. You had quite a nice winning streak, and at one point, your balance was over C$1840. After you fulfilled the no deposit bonus wagering requirement, your balance at that time, cca C$1514, was correctly adjusted to C$75, which is the maximum amount that can be won/withdrawn from such gameplay. This happened on 2026-02-07 06:53:59. At this point, you had 2 options. Either withdraw these funds or continue playing. You opted to continue to play, which is quite natural.

This is when the matter became complicated.

On one hand, if we were strictly looking at the casino rules, since these funds stemmed from a no-deposit bonus, theoretically, the casino rules apply.

Clause 7.9 also refers specifically to the maximum withdrawal amount, not the maximum winnings. 7.9. The maximum winnings/profit from No-Deposit Free Spins, all No-Deposit bonuses and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise. We reserve the right to reduce your balance to an amount exceeding the aforementioned €50 winning limit from No-Deposit Free Spins and bonuses. This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings. In order to withdraw winnings from the free bonus, you need to make 1 successful deposit.

On the other hand, when the bonus wagering was finished, the winnings from such game play were adjusted according to the bonus rules, the remaining funds were reflected in the real money balance, and then any further game play should not be affected by bonus rules, unless clearly informed otherwise.

Our stance as Casino Guru is explained in our Fair Gambling Codex: Our Views on Problematic Areas

The only situation where we were willing to accept such an approach was when the casino had a clear, unavoidable warning (for example, a pop-up notification) informing the player that the maximum cashout restriction would still apply even after wagering was completed and until a successful withdrawal was processed.

I have conveyed this message to the casino team in my latest email to them and I'm awaiting their confirmation whether you were clearly informed, maybe via a pop-up message, in-account notification, email, or in-game message—explicitly stating that the maximum win/withdrawal limit would still apply after completing the bonus wagering and after the initial cap was already applied, aside from reading through the quite vast general terms and conditions.

At the moment, we are of the view that in this case, you should be paid the second set of winnings, provided no other rules were violated.

I hope I will receive a timely response from the casino.

Dear Michal,

We have responded to your email and would like to share an understanding of the situation from our side.

Kind regards,

Spin City Team

Okay, I understand, but since I bought a series of spins and boxes, I would like him to also refund the amount I couldn't use because he banned me from the casino. There were two series of spins at $235 and also four boxes at $50 each, plus the initial $550. Thank you.

D’accord je conprend mais etandonnwr donner à je jsi acheter des seriee de tours et des boite box je serais davis qu’il rembourse aussi cer somme je n’ai pas pus les utiliser car il. Mon banni du casino il y avais 2 sériée de tours à a235$ et aussi 4 box à 50$ plus le 550 initiale merci

It all depends on the Eure answer, of course 😂🤷🏼‍♂️

Tous dépende de l’Eure réponse bien sure 😂🤷🏼‍♂️

Oh yes, I understand the bonus you're talking about. It's a bonus that was automatically added to my account, one I didn't want. I didn't even have the option to activate it; they activated it for me. I demanded they remove it, and they wouldn't! 😂😂😂 Look, they're paying me for the 550 and the tours I bought (2 x $245) plus the 4 or 5 boxes I bought for $50 each, and that'll be fine. But the bonus you're talking about, they added it automatically without my consent!!

A oui je conprwnd le bonus dont vous parler aussi ses un bonus qui mon ajouter automatiquement que je ne voulais pas je n’ai même pas eu le choix de l’activer il lon activer pour moi Javais exiger qu’il le enlève et il be voulais pas 😂😂😂! Regarde qu’il me paye le 550 et les tour achète 2 x 245$ plus le 4 ou 5 boite acheter de 50$ chacun et sa va être cotext mais le bonus que tu parle il lon ajouter automatique san mon consentement !!

Dear Spin City Team,

Thank you for your email. I have shared my additional thoughts on how we can work together to move this case towards a resolution, considering the circumstances and in alignment with fair practices. I look forward to your response.

Dear Michal,

Our team has just provided a response — please review it at your convenience.

Best regards,

SpinCity Team

That's where you see which players really matter 😂😂!!! Nice way to mislead players and take advantage of the situation! You should review your customer service!!!

ses là qu’on vois quel les jouer on de l’importance 😂😂!!! Belle façon d’induire les jouer en erreur pour profiter de la situation ! Vous devrier revoir votre service client !!!

Dear Spin City Team,

Thank you for your emails. I have provided further observations outlining a potential approach to progressing this case toward a resolution, taking into account the circumstances and principles of fair practice.

I look forward to your constructive engagement.

Dear Michal,

We have provided additional information regarding the case. Please take a look at your convenience.

Kind regards,

Spin City Team

Dear Spin City Team,

Thank you for your continued correspondence. I have responded to your previous email.

Given the time that has already elapsed in reviewing this matter, I would kindly ask you to clearly outline your position and confirm whether a reasonable consensus can be reached. At this stage, further prolongation of the case is unlikely to contribute to a different outcome, and a clear and definitive response from your side would be appreciated to allow us to proceed accordingly.

Dear Dupuis123,

I have discussed and reviewed your case in detail with the casino team, and several additional aspects have come to light that have influenced the overall assessment. While these do not appear to have changed the current position on the matter, I was informed that your communication with the casino staff may have included elements of emotional pressure.

You reportedly referenced your child's medical condition and even hinted at gaming-related concerns. Could you please provide your comments on this?

Actually, it was just a reason to withdraw my money. Since customer service is really limited in its communication, I tried a way to speed things up, that's all! 😂 I know it's not the best method, but they're so limited in their responses that I just tried to expedite the withdrawal process. Sorry about that!

But still, I think I deserve my money, gsgner!

En faite setai juste une raison pour pouvoir retirer mon argent comme le service client est vraiment limiter dans son dialogue j’ai essayer une manière de faire accelere les choses ses tous !😂😂je sais que ses pas la meilleure méthode mais bon il son telement limiter dans leurs réponses que j’ai juste essayer d’accélérer la méthode de retrait Desoler pour cela !

mais quand même je crois que je mériterais mon argent gsgner quand même !

But to make a long story short, I knew he was stressed, even though he was just trying to find another reason not to pay! I invented this story because customer service is so unhelpful with simple answers and doesn't seem to care about getting answers to my questions. So this is the method I found to try and get some answers. All I wanted was to withdraw my money, but after two account verifications after each withdrawal, I tried to delay the payment using the story of a sick child and all that, hoping to get them to react a little! But it didn't work. I still had to wait three months for a withdrawal, even though the account had been verified the previous week!

But I want to maintain my point that the bonus wasn't initially indicated as a no-deposit bonus. As far as I'm concerned, they owe me all my personal money, but I don't care. I know this casino is poorly structured and takes advantage of every situation to provide misinformation to its users. I only wanted to convince players to be careful with this casino and its partner casinos! I stand by my point completely! As a player, I'm glad to have shared the ordeal I had to face with this casino! I knew very well who would support their point; my only regret is that they weren't even able to describe their defense on this page, demonstrating their bad intentions and how capable they are of inventing and circumventing their policies! I'm very glad you had the time to help me, but with them, I knew from the start that they weren't going to change their decision! I would like you to take this into account. Try contacting this casino's customer service and asking a few questions; you'll quickly realize that the answers you get are all pre-written!

I'd rather lose my total balance of $2000 and change. I leave with my head held high and urge other players not to stop and to be very careful with this casino. I strongly advise against it. They were able to fabricate information to achieve their goal!!!

What would have been so simple and taken a maximum of 4 to 5 days has turned into several months. He's creating disinformation from scratch!

I am proud to say that I told the truth, and if I can protect at least one person from this casino, then it will compensate for the losses incurred and confiscated by this casino!

Thank you for your help. I'll let you give your opinion on the final result!

I want to state that all the evidence I provided is true, and sorry for the translation, I am French.

I've never encountered so many problems on a casino site!

Mais pour faire une histoire simple je savai stress bien qu’il étais pour trouver une raison encorore une fois pour pas payer ! Javais inventer cette histoire parce que le service client est telement avéc des réponse simple e n’essayait d’avoir des réponse à des question alors ses le moyen que j’ai trouver pour essayer d’avoir des réponses se moi tou se que je voulais ses retirer mon argent mais apres 2 vérification du compte apres un chaque retrait pour étirer et ne pas payer les sur l’histoire d’enfant malade et tout etsis pour les faire réagir un peut !! Mais cela a pas fonctionner j’ai quand même dû patienter 3 mois pour un retrait donc le compte etsis verifier la semaine précédente !!

mais je tien a garder mon point qu’à la base le bonus etsis pas indiquer que serais un bonus san depot tant qu’à moi il me devrai toute l’argent personelle me t je m’en fou je sais bien que se casino est mal structurer et profite de chaque situation pour fournir de la désinformation à leurs utilisateur je voulais seulement convainque les jouer à être prudent avéc se casino ainsi que les casino partenaire !! Moi je teien mon point sur toute la ligne ! En temps que jouer je suis content d’avoir partager le calvaire que j’ai dû confronter avéc se casino ! Je savais très bien qui soutiendrai leur point mon seul regret ses qu’il n’étais même pas capabable décrit leur point de défense sur cette page à quel point cela démontre leur mauvaise intention et a quel point il son cabable d’inventer et de détourner leurs politique ! Je suis bien content que vous aver oris le temps de m’aider mais avéc eux je savais àu départ qu’il étais pas pour changer leur décision ! J’aimerais que vous preniez le. Tenps de contacter le service client de se casino et poser quelque question vous aller très vite constater que les réponse qui vous amèneront son tous preecrite !!

jaime mieux perte mon solde total de 2000$ et poussier. Je. Sort la tête haute et insiste les autre jouer à ne pas s’arrêter et être très prudent avéc se casino je déconseille très fortement. La oreuve il on été capable de fabrique r des information détour Ember pour arriver à leur fin !!!

se qui aurais été si simple aurais pris 4 a 5 jours maximum ses transformer en plusieurs mis il o. Crée encore de la désinformation de toute pièces !!

je suis fier de dire que j’ai dit les vrais truc et si je oeut proteger àu moin 1 personne de se casino et bien sa va fsire compenser les perte gsgner et confisquer par ce casino !

merci pour. Votre aide je vous laisse donner votre opinion sur le résultat finale!

je tien a dire que toute les preuve que j’ai fourni son véridiqu et Desoler pour la traduction je suis Francais

jai jamais rencontrer autant de problèmes sur un site de casino !

Dear Michal,

Please see our email at your convenience.

Best regards,

Spin City Team

Dear Dupuis123,

Thank you for your response.

Dear Spin City Team,

I have expressed our perspective on a suitable course of action and I am hopeful that we can collaborate towards a definitive resolution.

I would be grateful for your final stance so that we can move forward accordingly.

Dear Michal,

We kindly ask you to review our email at your convenience.

Best regards,

Spin City Team

And what is the verdict?

Et puis quel est le verdic

Dear Spin City Team,

I have responded back with addressing your points and outlining our position what we believe should the appropriate resolution of this matter.

I would be grateful for your final stance so that we can move forward accordingly.

Dear Michal

So, are they ready to go the distance or not?

Chère Michal

alors il son pret à fsire le bout de chemin ou pas !?

Dear Dupuis123,

I understand your desire to receive a final conclusion regarding this matter; however, a definitive decision has not yet been reached.

I have been engaged in an extensive discussion with the casino team, as this case involves several valid considerations on both sides. From a strictly contractual and regulatory perspective, the casino’s actions appear to be supported by the applicable bonus terms, which were accepted upon participation in the promotion. As mentioned above, it was confirmed that the winnings in dispute do not stem from the deposit bonus as you originally claimed, but from a no-deposit bonus that must be actively claimed to receive it. It is also relevant that, as a quite experienced customer who has claimed multiple bonuses previously, you had repeated opportunities to become familiar with the casino’s promotional rules and their practical application. Your conduct regarding the casino support team also raises questions, and is not in aligment of good faith behaviour; however, this did not affect the original issue.

That said, at Casino Guru, we also consider the broader context of each case and do not assess disputes solely on the basis of contractual wording alone.

Our role is therefore not simply to determine whether a rule exists, but also to evaluate whether its practical implementation aligns with principles of fairness, transparency, and reasonable player expectations during gameplay.

As previously mentioned, I have already communicated our position to the casino regarding what we currently consider to be the most appropriate resolution under the circumstances, and I am now awaiting what I hope will be the casino’s final decision on the matter.

Dear Michal,

Please take a look at our email at your convenience.

Kind regards,

Spin City Team

I'm so glad you took the time to help me; it's greatly appreciated, and I'm happy to see that you understand my situation. Regardless of the outcome, I see that you made the effort to help me! And please know that I didn't disrespect the casino at all, but it was so difficult to communicate without always getting the same response! It's possible I had a bit more difficulty communicating! In any case, thank you for taking the time for me!

Bien content que vous ayeZ pris le temps de m’aider ses grandement apprécier et content de voir que vous comprener ma situation peut importe la conclusion je vois que vous avez fait l’effort de m’aider ! Et sacher que je n’ai pas manquer de respect àu casino du tout mais setais tellement difficile de communiquer avec sans se faire répondre toujour la même choses ! Il se peut que jai eu un peu plus de difficultés à communiquer !! Quoi qu’il en soit merci d’avoir pris du temps pour moi !!

Dear Spin City Team,

I have once again responded to your email with addressing your points and outlining our position what we believe should the appropriate resolution of this matter.

I remain hopeful we can find mutual understanding on how this matter can be appropriately addressed.