All Spins Win Casino - プレイヤーのボーナス賞金はキャンセルされました。

Im not sure whether I've ever withdrawn from this casino and not sure how this happened. They say I placed a $30 bet and broke t&c's but you cant play $34 on this game. I also believe I was on autoplay and $4 bets either side of this. I play at lots of casinos and follow rules very carefully. In this case they are totally unjustified. They cancelled my withdrawal and placed the $100 back in my account. I will not touch till resolved



Dear denedub,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found (here):

"13. Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 8 NZD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 15 NZD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion.

14. Please note that some titles allow in-game bonus feature purchases. Once completed, such a transaction is regarded as a one-time bet of the same amount as the cost of the bonus feature. For example: buying a bonus feature of $20 in a game will be considered as a bet of $20."

Could you please advise if you have purchased any sets of free spins/bonus rounds during the bonus wagering?

I hope we will be able to help you to resolve this issue as soon as possible. I will be waiting for your reply patiently.

Best regards,

Petronela

No , if you actually look at the game there's no options to buy features or physically place a bet for that amount. I'm totally aware of bonus terms and conditions, I've played at their and other Casinos for years. I have looked at the history on the actual game and the highest bet I placed was $4.

this was their reply "On the 24th of March, you have claimed a deposit bonus of $165.65, therefore the maximum bet allowed should not exceed $8. Our Audit team found bet/s of $30 while the bonus was active which clearly breach our Bonus Terms & Conditions.

You placed the first bet which breached the bonus terms and conditions on 3/24/2022 11:33:35 GMT, while having an active bonus on your account.

Games and total number of bets placed which breached the bonus terms and conditions: Colossal Vikings, 1 bet. The wagering requirement was completed on 3/24/2022 14:50:43 GMT"

The game Colossal Vikings you can play the following bets 20c, 40c, 60c, $1 , $2 , $4, $6, $10 , $20 then it goes to $40 .. there's no $30 option to play

Dear denedub,

Could you please forward your game history to petronela.k@casino.guru?

Dear denedub,

I'm not sure if I'm doing something wrong but all the links are empty for me:

Could you please request your game history in some other format?

I have no idea , this is how the provider does them . I have shared screen shots its obvious u cant place a bet of that amount surely this is enough , other wise i will have to open links and screen shot all

i have sent you screenshots , they said the time but theres no transaction for that time. I tried the links with my house mate they only open for me.. i have only shared those links to the casino as well so maybe the screenshots will add to the case

Screenshots from the player:

Thank you very much, denedub, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of All Spins Win Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of a few unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello denedub,

I looked at your complaint and will do my best to help you. I would like to invite All Spins Win Casino into this conversation. Casino, can you please specify what is the problem with the player’s winnings?

I got an email just now. The provider advised them of a fault and im getting paid

Dear denedub,

thank you for the information, please, let me know when you'll receive your winnings.

Nothing as yet. You would think as I was in the right it would've been a priority. Emailed no response

Dear Casino,

can you assist, please?

I went to their chat , complained and got the money today

Dear denedub,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru