Spinoloco Casino - Die Gewinne des Spielers wurden eingezogen.

The casino has taken a lot of money from me in losses. I received my weekly cashback (295 euros), which, according to the VIP manager, was without wagering requirements, and had managed to build up my balance to just over 700 euros. I wanted to withdraw it, but now I've been told that all the money has been canceled because I apparently made several overbets (despite the cashback having no wagering requirements). They're not even paying out the original cashback amount; they've simply removed everything.

Das Casino hat mir sehr viel Geld an Verlusten angenommen. Nun habe ich mein wöchentliches Cashback - lt. VIP Manager ohne umsatzbedingungen erhalten (295 Euro) und mich auf knapp über 700 hinaufgespielt und wollte mir das auszahlen lassen und habe jetzt ernsthaft Info erhalten, dass mir das gesamte Geld storniert wurde da ich anscheinend mehrere Überwetten getätigt habe (bei Cashback ohne Umsatzbedingungen) sie zahlen nicht mal den ursprünglichen Cashback Betrag aus haben einfach alles entfernt

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Cora8614,

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

The maximum allowable bet when using bonus funds is €5 per spin for Slots/Video Slots. Any wagers exceeding €5 per spin will result in the bonus being deactivated, and all winnings derived from it, regardless of the bet amount, will be forfeited. This includes all winnings accumulated while the rule was violated.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is veronika.f@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Cora8614,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika