Spinago Casino - プレイヤーの賞金は没収されました。

I won $15k off spinago in December last year and apparently my bet sum was to large on the bonus. But I’ve spoken to heaps of other players and they say it’s $8 dollars.

I have lost the money it was completely stripped out of my account the entire amount.

I have emailed them multiple times regarding this and they say it was bgaming provider that I violated.

I also noticed the bonus that was given to me has completely been removed from my account like it never had happened before.

Dear Nryal3,

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:

Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR/USD; 8 CAD/AUD; 9 NZD; 0.00012 BTC, 0.014 BCH, 0.0025 ETH, 0.042 LTC, 35 DOG, 5 USDT; 7.35 XRP; 0.014 BNB; 6.1 ADA and 90 TRX unless otherwise specified. Max bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game).

Our position is closely explained in Fair Gambling Codex:

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 kristina.s@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,

Kristina

Thank you for your service and support.

yes so I didn’t violate any rules? I didn’t bet more than the maximum amount? I stuck within that $5 dollar range. They still took my winnings? How have I violated any rules.

please explain.

Thank you for your reply, Nryal3. If you are sure you didn't breach the maximum allowed bet, please get back to my initial message and provide all the required information.

Dear Nryal3,

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.

I have sent you an email with all supporting documentation? Last week I emailed you. Please reply

I would like to emphasize that in order to proceed with this complaint we need to review your game history. If you do not see the game history in your player profile, please get in touch with the casino and ask them to provide it to you. Thank you very much.

Ok I will do that now

Alright. Please let me know if there is anything new.

Dear Nryal3,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.