SpinsBro Casino - Затримка зняття коштів

Ladies and Gentlemen,

I had a good experience at Spinsbro .. but in the current case I no longer had the coins, I exchanged them for €200 in bonus money and I successfully implemented it x50. In the end I was up to €2080, which I had in my account. It was also successfully converted into real money converted when I requested 3 withdrawals which were approved in the amount of 1200€ when I signed up again

my account has been blocked. Wrote the live chat they opened it again! And what do I see? 880€ are just gone! The live chat confirmed to me that I would receive everything if I implemented it x50 and I have that too and now 880€ are gone there are only 1000€ left as 800€ for payment and 200€ in the account (real money) something like that doesn't work at all! !! I hope the Casino Guru team

help me ! I mean 1080€

still receive many thanks !

sehr geehrte Damen und herren,

ich habe beim Spinsbro gute Erfahrung gemacht .. aber beim jetzigen Fall nicht mehr hatte coins gehabt habe die umgetauscht gegen bonusgeld 200€ und habe es erfolgreich umgesetzt x50 zum Schluss war ich auf 2080€ was ich auf mein Konto hatte es wurde auch erfolgreich in echtgeld umgewandelt als ich 3 Auszahlungen beantragt habe wurden die genehmigt in Höhe von 1200€ als ich mich wieder angemeldet habe war

mein konto gesperrt worden. Habe den Livechat geschrieben die haben es wieder geöffnet ! Und was sehe ich da 880€ sind einfach weg! Mir wurde bestätigt vom Live Chat das ich alles erhalte wenn ich es umsetze x50 und das habe ich auch und jetzt sind 880€ weg es sind nur noch 1000€ da 800€ zur Auszahlung und 200€ auf dem Konto (echtgeld) sowas geht garnicht !!! Ich hoffe das Casino Guru team

hilft mir ! Das ich meine 1080€

noch erhalte vielen Dank !

Dear denizdeno,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello dear team, it's about the fact that 1080€ have simply been deleted, had 2080€ for payouts, had played with bonus money and I was told that I CAN PAY OUT EVERYTHING if I have successfully implemented it and I did that too. Now I am told that you can pay out a maximum of x5 € had 200 € bonus! That doesn't work at all! The 1080 € should pay me too!

Hallo liebes Team es geht darum das einfach 1080€ gelöscht worden sind hatte 2080€ zur Auszahlungen hatte mit bonusgeld gespielt und mir wurde gesagt das ich ALLES AUSZAHLEN KANN wenn ich es erfolgreich umgesetzt habe und das habe ich auch. Jetzt wird mir gesagt das man maximal x5 € auszahlen kann hatte 200€ Bonus ! Sowas geht garnicht ! Die 1080€ sollen die mir auch auszahlen !!!

Thank you for your reply, denizdeno. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

I checked the general bonus T&Cs and I found this:

"11. The maximum withdrawal amount of bonus funds is x5 of the received bonus balance."

Usually, the maximum cashout limit stated in the bonus T&Cs applies to all bonuses, unless stated otherwise. Could you please provide any evidence that the casino informed you that this specific bonus didn't have a maximum cashout limit? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello Kristina, thank you very much for your answer🙂 I sent you everything by email..

Hallo Kristina, vielen Dank für deine Antwort🙂 habe dir per email alles gesendet..

Thank you for the email. Unfortunately, I don't see anywhere that the casino informed you prior to activating the bonus offer that it had a special maximum cashout. I am afraid that in this case, we cannot force the casino to pay your entire winnings because it seems that they have been seized in compliance with the bonus T&Cs.

Please, let me know if there is anything else I could help you with, or if I have overlooked something, otherwise I will be forced to close this complaint. Thank you for your understanding.

Dear denizdeno,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you Kristina. You can delete the complaint. Unfortunately, that's really the case...

vielen Dank Kristina. Sie können die Beschwerde löschen . Leider ist es wirklich so …

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.