Spin Fever Casino - プレイヤーの賞金は没収されました。

They state I breached the terms won't be specific qt all as I never played more then 1 dollar I also played out the amount required for the bonus winnings. They took everything I won and made my balance the original deposited amount. I was withdrawing 1000 but had won 1800

Dear banyardcatherine,

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

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

• Could you please advise how long have you been a player of the casino?
• Which bonus have you activated and played? Please provide a link, screenshot, or basic description of the bonus.
• Have you completed account verification in the casino?
• Could you please share your communication with the casino detailing the accusations against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Thanks for your email banyardcatherine,

The bonus T&Cs and I found this:

2.2. The maximum bet while wagering is 5 EUR/USD, 7 CAD, 8 AUD, 9 NZD, 50 NOK, 400 RUB, 35 BRL, unless otherwise specified. The maximum bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game). Breaching the maximum bet rule leads to all winnings from the bonus being confiscated and deposit refunded. Due to the volatility of crypto currency rates, maximum bet while wagering should be the equivalent of 5 EUR in any of the offered crypto currencies.

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, since you feel like you have been accused mistakenly, please forward me your gaming history while your bonus was in play. My email address is tomas@casino.guru

You can usually find your gaming history in your player's account, or request it from casino support in a .csv or similar format. Thank you in advance for your reply.

Best regards,

Tomas

It only is showing last 50 transactions no matter the date I supply

Thanks for your email.

casino support should be able to provide you with the gaming history on request for a more substantial period. Be sure to request it in .csv or similar format starting the moment the bonus is added to your account. Forward the file to my email at tomas@casino.guru

Will do asap and get that too you

I have requested the information CSV format emailed to my linked email. I will forward once sent to me

Thanks for your email, banyardcatherine.

Please allow me a few more days to check the data and present a conclusion.

Thanks for your patience.

Unfortunately, the gaming history shows you breached the maximum bet 34 times by betting 9 AUD, the maximum bet being 8 AUD on Ocean Star Hunting slot game.

In such a case we unfortunately won't be able to assist you due to reasons explained earlier. I am sorry for the disappointing result of your complaint.

Please let me know if there is anything I might ave overlooked, otherwise, your complaint will be closed.

This makes no sense I never went above silver and that isn't an available amount you can bet so I don't understand at all how I did that. It makes me look a liar but as I said never went above silver and so no resolved isnt a word i would ever use. I think it's even more disgraceful and pathetic then before this started. I don't cheat.

I apologize, I didn't intend to upset you.

Could you please confirm this is the free version of the game you played in the casino?

https://casino.guru/ocean-star-hunting-play-free

Dear banyardcatherine,

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 don't understand the question

Could you please confirm this is the game you were playing in the casino during bonus wagering?

Thanks in advance for the reply.

I played it at different stages so I am unsure if before, but I know I watched the bonus requirement and didn't go free for all until it showed I had meet the requirements to bet freely

Thanks for your reply.

After internal discussion, we concluded we couldn't offer any assistance with your case, as we couldn't argue against evidence confirming a breach of the maximum bet rule during wagering. I am sorry for the disappointing result of your complaint.

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 issues with any online casino in the future.