Spinpirate Casino - 選手の退場が遅れています。

04/08/2023 I paid 800 euros. I got a 250% bonus. I fulfilled the betting conditions in 2 days. I won 6075 euros. I uploaded the documents the same day. I waited more than a week for the acceptance. I asked them in chat, they finally accept it. This happened the next day. It's been a month and my payment is still pending.

Dear hudaklaci,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Do I understand correctly the 800 represents the amount of deposit in the casino? Have you accumulated your casino winnings with the help of an active bonus or a promotion?

Thank you very much in advance for your reply.

Best regards,

Tomas

Yes. I paid 800 euros. I received a bonus of 2000 euros (250%). This is the first deposit welcome bonus. I fulfilled the wagering requirements (max bet 5 euros), I played a lot of games, and my bonus balance was more than 10,000 euros. After fulfilling the conditions, my raw balance was 6,075 euros.

My balance (5575eu) was taken away.

My question: where did my prize go?

Nina's answer: yes, that's right. the balance was set to 0€ because of the internal examine due to new casino regulations

My question: what new casino regulations

Nina's answer: we have to examine every account and adapt it to the new guidelines for the casinos - every account according to the country the player comes from, according to their legislation

I am sorry to hear that. Do I understand correctly the casino didn't specify the exact rules for why they canceled your winnings?

I didn't even receive a notification.

Thank you very much, hudaklaci, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Spinpirate Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello hudaklaci,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help. I've checked the casino's T&Cs and Hungary is not a restricted country. The only limitation for players from Hungary is regarding No deposit bonuses, but this should not be your case, so I would like the casino to explain its action.

We would like to invite Spinpirate Casino to join the conversation.

Dear Spinpirate Casino,

Can you please provide information on why the player's winnings were voided? What regulations requesting you to do this?

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 Curacao/Antillephone Gaming Authority  (complaints@gaminglicences.com , certria@gaminglicences.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 (michal.k@casino.guru). I can only recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal