8xwins Casino - Виграш гравця було конфісковано через незрозумілі умови бонусу.

My problem: I was playing a no-deposit sign up bonus that was advertised on Spicy Casinos, code SPC20 on the game Wild Spin. I did ok there, and proceeded to get up to 400+ in winnings, I did check the terms and conditions of Bonuses and it said cannot bet over $5/5euro. So I stuck with that (SEE PHOTOS)

I ended up with several more wins and just to make sure I wasn't missing anything I went back to Spicy Casinos website to check it out and make sure I was within the limitations. I did not see any posted limitations on No Deposit free spins, however, on the write up at Spicy, it did say that cashing out real money is allowed, as long as this bonus has been wagered.

I had a feeling that this was going to happen: they told me I had gone over the limitations of 0.80 c/euro per spin, which is NOT written anywhere that I could see - and they immediately confiscated my winnings.. I asked them to please show me where the terms and conditions were for that bonus (code SPC20), so that I could go over it. I was told to send an email to help@8xwins.com but it was definitely the agent deflecting my query, so I'd like this investigated if possible, and I would like to cash out my winnings to the max amount possible - I believe it said max was 30X the bonus in the terms and conditions - which makes my max cash out 922.50. This casino seems to want to make up the rules as they go - which is never good.

Dear SuperKyzer,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 8xwins Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Was there any maximum cashout associated with the bonus you activated and played to your knowledge?
• Was this the only bonus you activated and played?
• Have you made and deposits in the casino?
• Is your account verified?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Was there any maximum cashout associated with the bonus you activated and played to your knowledge?

• yes - it is 30x the bonus amount from my understanding.

Was this the only deposit you activated and played?

• There was NO deposit here, I have stated this: it was a NO deposit bonus, but in the write up it said that a player CAN cash out IF the bonus amount x30 is wagered. This is the first time I have played here, and the entire play was on No deposit free spins.

Have you made and deposits in the casino?

• again: NO, but there is nothing saying there needed to be a deposit in order to cash out.

Is your account verified?

• Verified as in phone number/email? Yes.
• Verified as in Identification and Banking document - these have been uploaded however they haven't been checked YET.

Just to clarify the issue here: when I went to check to see how far along I had gotten in wagering, I noted that there was ZERO wagering at that time (I had won quite a bit at this point, so that seems quite impossible that the wagering was still ZERO. it was when I actually ASKED the agent about it that they cancelled my bonus, saying I had gone over the allotted amount of 0.80 euro. I did not SEE that number (0.80 euro) anywhere in the terms and conditions.

I apologize for not replying sooner. and thanks for clarifying the issue.

I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, SuperKyzer!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

The casino was not exactly helpful, to say the least - the agent wasn't rude - he was more dismissive and vague. And referred to "the appropriate team" - that they would handle all of my questions (which were emailed and ZERO reply to any of my questions).

I find it quite interesting that there was absolutely no mention of this "0.80 cents" maximum anywhere in the terms and conditions - this was not disclosed. I DID see a maximum of $5, so that is what I adhered to. I would like this casino to properly assign wagering to what I played as I do not think they counted ANY of my play into wagering; from there, I would like the opportunity to either finish wagering the money that I have accumulated WITH wagering taken into consideration) OR the opportunity to withdraw if I am indeed able to do so. I have gone back TONITE to read the terms again, and still - nothing is there regarding the "0.80 cents". I captured a screen shot of my bonus play. NOTE: the amount wagered. ???

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (compliance@gaming-curacao.com or info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team

We have decided to reopen this complaint to change a classification. The casino has contacted us wishing to cooperate on resolving the complaint, however, they have made retrospective changes to their terms and conditions trying to apply rules that did not exist at the moment to this case; after that the casino representative expressed unwillingness to participate in the discussion further. This qualifies as a severely unfair behavior which requires an according classification.