SpinCity Casino - Spelarens vinster har konfiskerats.

Hi I have a big problem I don't know where to ask for help. I activated a bonus on spin City was a 15 round bonus I met the betting conditions and won $1467 after the conditions fulfilled he left me only $75 but he had no mention of maximum cash out for this bonus I have all the photo proof of this. But it's not all after receiving my $75 I inquired at the help center to know if he said that I withdraw the $75 s$ or I could continue to play to have the cha Che of gsgner more she answered me that the previous bonus was finished and I could withdraw as I wanted I managed to go back to 1500 and there he tells me that I had a withdrawal ceiling of $75 forget to withdraw and that the higher gsin will be removed he removes me 2 times 1500 I have all the screenshots of the Bonus and also the discussion that I had to know if I could earn more after the 2nd shot that they took my money

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Dear Dupuis123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:

7.9. The maximum winnings/profit from No-Deposit Free Spins, all No-Deposit bonuses and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise. We reserve the right to reduce your balance to an amount exceeding the aforementioned €50 winning limit from No-Deposit Free Spins and bonuses. This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings. In order to withdraw winnings from the free bonus, you need to make 1 successful deposit.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything I have missed, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

But on the bonus I activated it was not mentioned but I would not have activated the bonus. That's the problem! And also if the money is removed immediately after the bonus. The remaining $75 is mine, can I play it and earn more? My account was checking the week passed and there I make a withdrawal and it asks again for a verification to stretch the tenps ' also jsi carefully taken the time to look before activating the bonus if there was a max cash ort aussi I deposited to be able to activate this bonus of was not a bonus without deposit

That's the problem no mention of max cash out otherwise I won't have activated the bonus! Also after my balance was reduced to $75 I regained $1500 my withdrawal is in court I don't even know if he came to reduce it again to 75 the customer service told me that I could earn plys once the balance was already reduced but there he says the opposite we will say who will reduce it a 2nd time to 75

She told me that I had the balance that did not solve the bonus that was given to me

…..

I am no longer able to verify my I had just checked it 2 weeks ago all were on but I redo a withdrawal of 640 and he asked me for the documents I provided them he refused them I have no other means of proof of such vs bank r I am provided in every possible way my withdrawal request dates from 6 days I don't know what to do anymore

I really need help I don't know how to fsite anymore I'm at the end of losing mo tenps tried to talk to them I provided all the ways I could provide

I don't know what to do anymore at this casino! The service is unbelievable, mmm, it's tough

Je sais plus quoi fsite se casino ! Un service ´pas croyable j mmmmm ses dure

Dear Dupuis123, thank you for clarifying that the promotion in question is not a no-deposit bonus. Could you please attach a screenshot showing the whole text of the promotional terms and conditions? Additionally, do I understand correctly that your winnings were reduced to $75 a second time as well?

Further, are you facing verification issues at this casino too?

Thank you for your patience and cooperation.

Here are all the terms and conditions that could be seen before activating the bonus; you really had to make a deposit to activate the bonus, and there's no mention of a maximum withdrawal amount!

Following my fulfillment of the wagering requirement, my balance was around 1497! They reduced it to $75.

Afterwards, I contacted the casino's help center to ask if I could play with my $75 balance to win more. They confirmed that this was now my balance and that I could withdraw or continue playing with my $75! Luckily, I won another $1500. I requested a withdrawal and contacted the help center again! And then they told me that unfortunately the $75 was still part of the bonus and the withdrawal time, it's possible that the balance will return to $75 because it's still part of a bonus amount and the withdrawal processing team has the right to take back the money and reduce the balance back to $75 because I had an obligation to withdraw the $75. They told me that the help center had told me I could still play with the $75, but yes I could play it, but without being able to withdraw more than $75, as if I could continue playing after having reached the withdrawal limit. In any case, I don't understand why she told me I could continue. Playing if I was forced to withdraw $75 and couldn't withdraw more, I wasn't really happy, so I continued playing that day and eventually my balance dropped to $600. I'm currently waiting for a withdrawal and I still don't know if they'll only pay me $75, but according to the help center, it's very likely I'll only have $75 available for withdrawal. It's been 11 days that I've been waiting for my withdrawal, so I don't know if they'll pay me $600 or only $600.

My account was fully verified two weeks before this situation.

But then they asked me for another check.

72 hours for the withdrawal request; after 72 hours they requested verification

I sent the bank statement documents, the same ones that were used to verify my account previously but updated to confirm my deposit of February 6th, it took another 96 hours only to be finally refused!

I sent back some documents and they are still being reviewed. It's been over 120 hours. I'm waiting for a response and I don't know how much I'll get from my withdrawal!

I also bought some slot machines at the casino, but I can't play them until my withdrawal is processed because the balance remains active. If I buy these machines for $245, I'll lose them because they've expired and the withdrawal is taking too long!

But all this to say that initially, it wasn't even mentioned that there was a maximum withdrawal limit on the bonus I activated after my deposit. I showed you all the details of the bonus. In total, I would have 2100 withdrawable if that's correct, but I'm having a lot of trouble communicating with the help center. It's always the same pre-written answers, never any timeframe, always that the documents are verified within 24 to 48 hours. I've been told it's been 96 hours and still a higher number than usual, extending the verification, and so on.

Thank you for taking the time to help me. I don't know what to do; the help center is too vague and I'm not getting any answers. I'm waiting for confirmation of my verification, but they had already accepted my documents before. Why isn't it working anymore? I even had time to check with ChatGPT if what I'm sending is suitable, and it assured me it was perfect!

I eagerly await your news. Thank you and have a good day.

ici se sont tous les termes et condition qu’on pouvais voir avant d’activer le bonus il fallait vraiment deposer pour pouvoir activer le bonus et il n’y a aucune mention d’un maximum retirable ! S

suite à mes. Exigence de mise remplie j’étais à un solde de 1497 environ ! Il mon descendu à 75$

apres je me suis informer dans le centre d’aide du casino à savoir si je pouvait jouer avec le solde de 75 pour pouvoir gagner plus ils mon affirmer que maintenant setais mon solde et les que je pouvais retirer ou continuer à jouer avec mon 75$!!! par chance j’ai encore gsgner 1500 $ j’ai demander un retrait j’ai recontacter le centre d’aide ! Et là il mon dit que malheureusement le 75 $ fesait encore partie du bonus et l’horaire du retrait il se peut que le solde revienne à 75$ car il fait encore parti d’une somme gsgner d’un bonus et que l’équipe de traitement des retrait on droit de reprendre l’argent et de redescendre le solde à 75$ car j’avais loubligation de retirer le 75 $ ils mon dit que le centre d’aide m’avais dit que je pouvais jouer encore le 75 $ mais oui je pouvais le jouer mais sem spouvoir retirer plus que 75 comme si jairsis continuer à jouer en ayant atteint le plafond retirable dans tous les cas je ne comprend pas pourquoi elle m’a dit que je pouvais continuer à. Jouer si j’avais loubligstion de retirer 75$ et que je ne pouvais pas retirer plus la je n’étais pas vraiment content donc j’ai continuer à jouer cet journer là don finalement j’ai descendue mon solde à 600$ je suis présentement en attende de retrait et je ne sais toujour pas si il vont me payer que 75 $ mais d’après le centre d’aide il est tou à fsit probable que je nais que 75$ encaisable ..sa fait . 11 jours ! Que je suis en attente de mon retrait donc je ne sais pas si il vont me payer 600$ou seulement .

mon compte étais entièrement vérifier 2 semaine avant cet situation

mais là il mon redemander un vérification

72 heure pour la demande de retrait apres le 72 heure il on demander la vérification

j’ai envoyer les document les document de relever bancaire les même qui on permis de vérifier mon compte auparavant mais à jour pour confirmer mon depot du 6 fevrier cela a pri encore un 96heure pour être finalement refuser !

j’ai renvoyer des document et là ils sont encore en révision sa fsit plus de 120 heure j’attend une réponse et je ne sais pas le montant que je vais avoir de mon retrait !

j’ai aussi acheter des boîte à tours dans le casino mais aussi longtemps que mon retrait n’est pas traiter je ne peut pas les jouer car le solde reste actif aussi longtemps que le retrait n’es pas traiter jsi acheter ses tour d’une somme de 245$ je vais les perde car il on expirer le retrait est trop long !!

mais tous sa pour dire à la base il n’étais même pas mentionner qui avais un maximum encaisable sur le bonus que j’ai activer apres mon depot je vous ai montrer tou les er mes mentionner du bonus Au total je serais a 2100 retirable si ses bien sa mais j’ai besucoup de difficultés à communiqué avec le centre d’aide ses toujour les même réponse preecrite jamais de délais toujour les document son vérifier dans un délai de 24 a 48 heure je l’Eure mention que sa fais 96 heure et toujour un nombre plus élever qu’a l’habitude prolongé la vérification et bla-bla-bla

merci à vous de prendre le. Temps de m’aider je ne sais pas quoi faire le centre d’aide reste trop vague et je n’optiez pas de réponse j’attend la confirmation de ma vérification mais il avais déjà accepter mais document auparavant pourquoi la sa ne fonctionne plus jai même oris le tenps de vérifier avec chatgpt si se que j’envoie est convenable et il m’a affirmer que setais parfait j!!

j’attend de vos nouvelles avéc impatiente merci et bonne journée

I know the text is long, I hope it's easy to understand because I speak French and I'm not sure if the translation is perfect, but if there are any details missing from what I sent you, please don't hesitate to let me know. I'm ready to provide them if anything is missing. Thank you for your time and have a good day.

Je sais que le texte te est long j’espère qu’il est bien compréhensible car je parle Francais et je ne sais pas si la traduction est parfait mais si il manque des détaille dans se que je vous ai envoyer n’hésiter pas à me le faire savoir je suis prêts à fournir si il manque quelque. Merci de votre tenps et bonne fin. De journer

So, my account has been under verification since that day. I don't know how much longer I'll get back, and I don't know if the documents will be accepted. I also don't know if I'll only get $75 or $600, and if they'll give me back the rides I bought for $250.

It's already been 11 days since I submitted my withdrawal request, and I've never had so much trouble verifying my account. If they reject my documents again, it'll be another 48 hours minimum, they tell me. Security reasons, yes, I understand, but why did they accept my documents a few weeks ago and now it's no longer acceptable? After my verification is complete, I imagine they'll reprocess my withdrawal request, which will take at least another 48 hours. Know that my patience is wearing thin! 😂😂😂🤦‍♂️ I'll let you clarify the situation to the best of your knowledge. Thanks again.

Alor ses sa mon compte est en vérification depuis se jours je ne suis pas capable de savoir combien encore et je ne sais pas si les document vont être accepter et je ne sais pss plus si je vais avoir seulement 75$ ou 600$ et si il vont me redonner les tours que j’ai acheter pour la somme de 250 $

sa fait déjà 11 jours depuis la demande de retrait que j’attend je n’ai jamais eu auttad de difficultés à vérifier mon compte si il refuse à nouveau mais document sa va être encore un autre 48 heure mini u il me dise pour. Des raison de sécurité oui je comprend mais pourquoi avoir accepter mais doccument il y a quelque semaine et maintenant se n’est plus convenable ! Apres ma vérification terminer j’imagine qu’il vont retraiter ma demande de retrait se qui va prendre encore un autre 48 heures àu minimum sachez que ma patience commence à être au bout du rouleau 😂😂😂🤦‍♂️ je vous laisse me clarifier le situation àu mieux de vos connaissance merci encore

It's confirmed, they kept the $575 for themselves, they left $85 in my account, played a second time, and on top of that, they took the money back a second time. They don't have a withdrawal option, they just left $85 in my account, I only have the right to withdraw $75. Ugh, I'm not happy at all.

ses confirmer il on garder le 575 $ pour eu encore il on laiser un 85 $ dans mon compte jouer une seconde foi en plus d’avoir repris une seconde fois l’argent il non pas éducateur de retrait il on mais laisser 85 $ dans mon compte jsi juste le droit de retirer 75$ ouffffffff je suis pas content du tout la z

They took a total of $1487 + $585 + the purchase of my towers worth $250 + I bought 4 boxes at $48 each

And finally, my withdrawal wasn't processed; they left 85 in the player's account. I really don't know what to do with this situation; it must be extremely difficult to resolve.

Il on pris au total 1487 + 585$+ l’achat de mais tour d’une valeur de 250$ + j’ai acheter 4 boîte à 48$

et finalement mont retrai bes pas traiter il lonlaisser 85 dan sle compte du jouer je ne sais vraiment pas quoi faire avec set situation sa doit être extremebt dificile a régler

Please note that CAD 575.59 has been deducted from your bonus balance in accordance with section 7.9 of our Terms and Conditions: "The maximum winnings/profits from no deposit free spins, all no deposit bonuses, and all additional achievement-related bonuses that may be withdrawn are limited to CAD 75 unless otherwise stated (CAD 85 in your case). We reserve the right to reduce your balance to an amount exceeding the aforementioned winnings limit of CAD 75 (CAD 85 in your case) from no deposit free spins and bonuses. This reduction may occur immediately after a win or upon your request to withdraw the corresponding winnings." Therefore, we have voided your winnings from this bonus, and the maximum withdrawable amount is now CAD 85. As a result of this deduction, your withdrawal of CAD 500 failed, as your balance was less than the requested amount.

Please note that we are a trusted casino, governed by strict regulations and regulated by the relevant authorities. Our site is a reliable platform, managed by competent organizations and appreciated by many users worldwide. The safety and security of your gaming are our top priority.

Please note that your attempted withdrawal of 75 CAD has been cancelled. Your current balance is 85 CAD; you can therefore withdraw this amount.

That's the answer they gave me. They didn't even process my withdrawal, plus they left $85 in my account 😂😂

They removed $1467 after the wagering requirements were met.

My account was worth $75, but I managed to get it back up to $660!

At the withdrawal, they deducted $575, which they then took for themselves, plus the spins I had bought for $250, plus the four boxes at $48 each. And finally, instead of depositing the $85 into my cash account, they put it back into the casino's account 😂😂 I had made another deposit of $10 because they told me it wasn't important to deposit to withdraw, but now it means my account must still be at the $85 withdrawal limit 😂😂 Instead of sending it to me, they make me submit another withdrawal request and insult me ​​for playing it and losing it because, anyway, I can't withdraw more! Because even if it's my money a third time, they'll still tell me I can play it, but anything over $85 will still be suspended. It's really ridiculous, I need your opinion! Especially since he didn't lie about the bonus itself; there was a maximum withdrawal amount stated in the terms. I want to get all the money back, so it's clear he's been trying to scam me from beginning to end. I'm waiting for your reply; this whole thing is definitely not resolved.

Veuillez noter que la somme de 575,59 CAD a été déduite de votre solde bonus conformément au paragraphe 7.9 de nos Conditions générales : « Les gains/bénéfices maximums provenant des tours gratuits sans dépôt, de tous les bonus sans dépôt et de tous les bonus supplémentaires liés aux succès, autorisés à être retirés, sont limités à 75 CAD, sauf indication contraire (85 CAD dans votre cas). Nous nous réservons le droit de réduire votre solde à un montant supérieur à la limite de gains susmentionnée de 75 CAD (85 CAD dans votre cas) provenant des tours gratuits sans dépôt et des bonus. Cette réduction peut intervenir immédiatement après un gain ou lors de votre demande de retrait des gains correspondants. » Nous avons donc annulé vos gains issus de ce bonus et le montant maximal retirable est désormais de 85 CAD. Suite à cette déduction, votre retrait de 500 CAD a échoué, votre solde étant inférieur au montant demandé.

Veuillez noter que nous sommes un casino de confiance, régi par des règles strictes et contrôlé par les autorités compétentes. Notre site est une plateforme fiable, gérée par des organismes compétents et appréciée par de nombreux utilisateurs à travers le monde. La sécurité et la sûreté de vos jeux sont notre priorité absolue.

Veuillez noter que votre tentative de retrait de 75 CAD a été annulée. Votre solde actuel est de 85 CAD ; vous pouvez donc effectuer un retrait de ce montant.

ses la réponse qu’il mon donner il on même pas traiter mon retrai en plus il on laisser 85 $ dans mon compte 😂😂

il on enlever 1467 $ apres les condition de mise remplie

mon comote a 75$ j’ai réussi à remonter à 660 !

au retrait il on enlever 575 $ qui on pris encore pour eu plus les tour que j’avais acheter de 250$ plus les 4 boites à 48$ chacune et finalement au lieu de deposer le 85 $ dans mon compte de caisse il lonremis sur le compte du casino 😂😂j’avais refait un dépôt. De 10$ car il m’avais dit calais que je depose pour retirer sa ses pas important mais là sa veut dire que mon comote doit être encore au plafond du 85$ retirable 😂😂au lieu de me l’envoyer il me font refaire une demande de retrait et m’insulter à le jouer et le perde parce que Any way je oeut pas retire plus ! Car même si se amon argent une 3 eme fois il me dirais encore que je oeut le jouer mais tous gsin supérieur a 85 serais encore suspendue ses vraiment n’importe quoi jsi besoi de votre avis ! Surtout qu’à la base du bonus il n’avais pas menti ont d’un maximum retirable dans les terme je tien a récupérer tous l’argent t’en qu’à sa juste avoir on vois bien qu’il essai de m’avoir du début à la fin j’attend votre retour se n’est vraiment pas régler cet histoire

A very bad experience with inconceivable delays, advice that wasn't true, they let me play the 75 even though they knew it was maxed out, it's inconceivable, please help me

Une très mauvaise expérience avéc eu des délai inconsevable des conseil qui ne son pas vrai il mon laisser jouer le 75 alors qu’il savais qui étais au plafond ses inconsevable aider moi svp

And the funniest thing is that I asked again if I could play with my balance of 85, and they said yes again after several attempts to explain. I can't withdraw more, they never confirmed it. They would have tricked me a third time, but now my withdrawal of 85 is pending; I'm waiting for it. I don't know if they'll ask for another verification.

Et le plus drôle ses que j’ai encore demander si je pouvais jouer mon solde de 85 il mon encore dit oui apres plusieurs tentative a expliqué je. E peut pourai pas retirer plus il s non jamais confirmer il m’aurais un 3 eme fois eu mais là mon retrait est en cour de 85 je l’attend je ne sais pas si il. Vont redemander une autre vérification

I'm sorry for bombarding you with replies, but I'm really angry. I know very well that I won't get my money back in Regent, but if I can at least help someone make the right choice and not trust Spin City, that's always a victory. I'll have prevented someone else from ending up in my situation, and the situation I mentioned is true, and Ginette is 100% certain.

Je suis Desoler de vous avoir bombarder de réponse mais je suis vraiment en coler je sais très bien que je ne récupérer pas mo à régent mais si àu moin je aider quelque personne à faire le bon choix et à ne pas acorder leur confiance à spin City sa ser toujour s de gagner j’aurais éviter que quelqun dautre se retrouve dans ma situation et ms situation mentionner est veredique et Ginette a 100%

At noon, the message you're chatting live tells me I can play the 75, that the money is mine, that's before they take the balance a second time

midi ses le message tu chât en direct qui me dit que je peut jouer le 75 que l’argent est à moi sa ses avant qui reprenne le solde une 2eme fois

In the end, I find it inappropriate not to have written in the bonus conditions that there was a maximum amount that could be withdrawn; normally it is clearly indicated in the terms and conditions. I always check carefully to be sure!

But that customer service dares to mislead me after already removing $1467 and making me believe that the $75 balance belongs to me, that I'm winning again, and that upon withdrawal they take back $575 plus a $275 purchase box that I bought plus 4 boxes at $48!! Saying that it was still part of the bonus and on top of that he took back the 575 and left 85 on my account to play with, which he didn't even transfer to my bank account, I asked the service again just for the fun of it, they told me again that I could play it, you have to be malicious, on a bad time, if I had played again they would have reduced my account to 75 again, I really tried to get him to say in customer service but no, he remained vague, telling me that it's my balance I can do what I want with it, but after 45 minutes without stopping he tells me yes I can play my 75 but I can't withdraw more than 75, I've had so much trouble. It's a nightmare trying to get him to say anything by giving him all the answers. Anyone would be fooled. It's normal to be told everything is okay, but ultimately it is. Regardless of the outcome, the withdrawal remains capped at 75% until it's withdrawn. Plus, you weren't even in the original bonus conditions. I want to inform you that if the situation isn't resolved, I highly doubt you'll get any answers from the casino. They are malicious and limited in their conversations, always the same lines. And if they cover the topic, their tactic is to change people, saying their shift is over, and they repeat the same thing. It's an endless cycle. But it doesn't get resolved. I have no intention of communicating. I think they're on Cuarco Jairsis. I just need information on how it works. I'm really discouraged by the way they've gone about things. I want to affirm that what I'm telling you is truthful and honest. Invention, I remained as honest as possible, trying to make the clearest predictions I could, but I'm truly stunned that I was fooled so easily! I apologize for completely throwing out these texts, but I'm really unhappy. I hope I haven't said anything too offensive, and I don't want to waste your time, but I believe I'm within my rights, and I value my users. If I've written too much, I know it's a lot to read.

I respect your job, and it takes people like you to solve these seemingly unsolvable problems. Anyway, I'm out of options at the moment. I only know that you've made the final decision, and it seems like he thinks he acted completely legally. It's really frustrating. Well, I won't write anything more. I'm waiting to hear from you. A big thank you for helping me! 👍👍👍

au finale je trouve inappropriée de ne pas avoir ecrit dans les condition du bonus qui avais un maximum encaissable normalement il est clairement indiqué dans les termes je verifie toujour bien pour être sur !

mais que le service client ose n’induire en erreur apres avoir déjà enlever 1467 $ et me faire a croire que le solde de 75 $ mapartient je gagne à nouveau et que lors du retrait il reprennent 575$ plus une boite d’achat a 275$ que j’ai acheter plus 4 boite a48$ !! En disant que cela fesait encore parti du bonus et en plus il reprend le 575 et laisse sur mo comote jouer 85 qu’il non même pas amener à mon comote bancaire j’ai redemander au service juste pour le plaisir de la choses il mon encore dit que je pouvait le jouer faut être mal intentionné sur un méchant temps si j’aurais rejouer encore il aurais encore réduit mon compte a 75 j’ai essayer vraiment de lui faire dire dans le service client mais non reste vague en me disant que se amon solde je oeut en faire se que bon mesemble mais apres 45 minute sans relâche y me dit oui je oeut jouer mon 75 mais je oeut pas retire plus que 75 j’ai tellement eu de la. Misere à lui faire dire en lui donnant toute les réponse n’importe qui serais fait avoir des tous à fsit normale quand tu te fais dire que tous est ok mais finalement ses ok mais peut importe l’issu le retrait reste plafonner au 75 t’en qui n’est pas retire en plus qui t’étais même pas dans les condition à la base du bonuse je tien a vous informer que si la situation ne se règle pas je doute fortement que vous optiendrsi des réponse du casino il son mal intentionnée et limiter dans les conversation toujours les même discours et si il fon le tour du sujet le tactique est de changer de personne en disant que son quart de travaile est fini et il répète encore la même choses ses un roue interminable ‘ mais soas ne se règle pas jsi l’intention de communiqué à la l’osée ce je croi qu’il son sur cuarco jairsis juste besoin d’information du fonctionnement je suis vraiment Décourager de la manière qu’il si son pris pour faire les choses je tien a affirmer que se je vous dit est veredict et honnête aucune. Invention je suis resté le plus honnête possible à amener les prédiction les plus claire que je pouvait mais je suis vraiment stupéfait de m’avoir fait avoir aussi facilement!! Je mescuse d’avoir vraiment tou d’ébouler ses texte mais je suis vraiment mécontent j’espère que je n’ai pas trop dit de choses offense et je ne veut pas vous faire perde votre temps mais je crois que je suis dans mon droits et je tien a mes user si jsi trop ecrit je sais que sa fsit besucoup de lecture

je respecte votre job et sa prend du monde comme vous pour résoudre ses promble irrésolvable Entouka mois je suis à cour de ressource pour le moment je nais que vous eu la descision est final et on dirait qu’il croit avoir agit en toute légalité ses vraiment fâchant bon je n’écrit plus rien j’attend de vos nouvel un gros merci de m’aider 👍👍👍

It's been like this since I had $1507 before it dropped to $660. He told me it was mine again, but no, they took it back. How could I have known after being misled so many times? 🤬

met sa ses quand Javais 1507 $ avant de descend en a 660$ il m’a dit que setais a moi encore une fois mais non il on repris comment j’aurai pus savoir à force de se faire induire en erreur 🤬

I also want to point out that he confirms again that clicking the "i" button to the left of the bonus is supposed to indicate a maximum cash out, but I sent you the entire bonus description. When I click on that "i," it clearly doesn't indicate a maximum withdrawal, and it clearly shows that a deposit is required to activate the bonus, so it's not a no-deposit bonus. I don't know why! It's clear during bonus activation; it's not too complicated to understand that they tricked me!

je tien a présider aussi il confirme encore que en cliquant sur le bouton i à gauche du bonus il est supposer indiqué qui il a un max cash out mais je vous ai envoyer toute la description du bonus quand je clic sur se i et clairement il n’est pas indiqué qu’il y a un maximum de retrait et clairement on voit qu’il fsut deposer pour activer le bonus alors se n’es pas un bonus sans depot je c pas pourquoi !!! On voi clairement lors de l’activation du bonus ses pas trop conpliquer a comprendre qui mon bien eu !!

Here is the full description of the bonus. Once you've clicked on the bonus icon, you'll see that to activate it, you have to make a deposit. So, as far as I'm concerned, all the original bonuses are back to me. That's all the bonus description said; otherwise, I wouldn't have activated it if there was a maximum withdrawal amount.

voici la description complète du bonus quand on a puis su le i du bonus et on vois pour l’activer il fsut deposer donc t’en qua moi tou les gsin oris me reviens ses tous se que là desrtiption du bonus disait sinonjaurais oas activer si il y avais un maximu retirable

Just to confirm that it's not a no-deposit bonus, I sent a screenshot of the bonus to customer service and they told me I could activate it after a deposit 😂😂😂 It's not a no-deposit bonus, case closed 😂😂😂

juste pour confirmer que se n’est pas un bonus sans depot jsi envoyer une capture d’écran du bonus àu service client et il ma dit que je pouvais l’activer apres un dépôt 😂😂😂sa ses pas un bonus san s depot affaire régler 😂😂😂

My account hasn't been verified yet; they've only taken the amount back for the second time. They owe me the $85 that's still pending since February 6th.

Please note that the amounts of CAD 1,689.82 and CAD 575.59 were debited from your account on January 10, 2026 and February 16, 2026 respectively.

1x225 and 4xle $48

In total he owes me 1689 + 575 + 225 + 192 + 85 = 2766

I'm eagerly awaiting a response. I believe I've provided all the details and that it's 100% correct and the entire amount is due to me. Thank you.

Finalement mon comote n’es pas encore vérifier il on seulement repris le montant pour la deuxième foi il me doivent le 85$ qui est encore en attente depuis le 6 fevr

Veuillez noter que les sommes de 1 689,82 CAD et de 575,59 CAD ont été débitées de votre compte respectivement le 10 janvier 2026 et le 16 février 2026,

1x225 et 4xle 48$

au total il me devrait 1689+ 575+225+192+85=2 766

J’attend une réponse avéc impatience je crois avoir fourni tous les détail et que ses conpre a le a 100% et tous le montant me revien merci

They refused again, but the documents contained the same things except for the date, which I had provided last time and which they had accepted 😂😂😂

I absolutely need you, I'm in a terrible state.

Il on encore refuser mais document les même choses à par la date que Javais fournie la dernier foi et qu’il avais accepter 😂😂😂

jau absolument besoin de vous je suis en tabarnak

It doesn't look too good, the time is coming to an end and I don't have an answer. Anyway, on my end, I tried as much as I could, but they don't want to understand anything, they say it's a no deposit bonus. Eure sent the photo explaining that it's a no-deposit bonus, meaning there's no deposit required, and it clearly says "deposit now." I explained that normally your terms clearly state there's a maximum cash out limit, yet they still tell me it's a no-deposit bonus. They don't understand anything at all. I've already been scammed with Mr Bet casino (it's a linked casino), and I didn't do anything wrong. But there are limits to scamming and then acting like nothing happened is inconceivable. On top of that, they took the amount from me twice, misleading me, and then telling me it's written in the terms and conditions. It's complete nonsense. I eagerly await your reply, but I strongly advise against this casino.

Sa ne regarde pas trop bien le temps arrive à son terme et je n’ai pas de réponse Entouka de mon côté j’ai asseyer le plus que je pouvais mais il ne veule rien conprendre il dise que ses un bonus sans depot je. L’Eure envoie la photo en expliquant qun bonus sans depot il ni a pas de dépôt à faire et ses claireme t ecrit deposist now et j’explique que normaleme t vos termes indique clairement qu’il y a un maximum cash out et encore il me dise que ses un bonus sans depot il ne comprene rien du tout je me suis déjà fsit avoir avéc le casino mr bet st un casino lier je n’avais rien fsit mais là il y a des limité à arnaquer et faire comme si de rien n’étais ses inconsevable en plus de m’avoir enlever le montant 2 fois en m’ayant induit en erreur et apres me faire a dire dire que ses ecrit dans les conditions ses du gros n’importe quoi j’attend votre retour avéc impatience mais je déconseille fortement de casino

First and foremost, let me mention that sometimes, less is more.

You’ve provided a very large number of screenshots and sent multiple back-to-back messages in the thread. While we understand your frustration and eagerness to resolve the issue, I kindly ask you to focus on sharing only the most relevant information in a clear and concise manner.

When too much information is presented at once—especially when it's not directly related to the core of the problem—it can actually slow down the process and make it more difficult for everyone involved to follow the case. Repeated messages may also delay responses, as both we and the casino need time to properly review each submission.

That being said, your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila

Yes, I understand, but... It would be good to mention on your site that this casino doesn't always respond to messages. I relied heavily on your site before registering at the casino, and when I see that there are no options for resolving a problem and that the casino isn't understanding, it's good to know. I really need the casino to respond; they're quite stubborn! Thank you for taking the time to help me; it's much appreciated.

Oui je comprend mais. Il serais bon de faire mention justement sur votre site que se casino be répond pas toujours à vos message maintenant je me fi beaucouo sur votre site avant l’inscription. Du. Casino et quand je vois qu’il n’y apre pas de possibilités de régler un problème er que le casino bes pas compréhensif ses bon à savoir je doit beaucouo que le casino vous répondre justement il son asser têtu ! Merci de prendre le temps de m’aider ses bien aprecier

But to be clear, I'm not just going for the 575; I also want the 1687, which wasn't a no-deposit bonus. I'm claiming both amounts. The 575 is really just ridiculous, that's nonsense, but also the 1679.

Mais pour spécifier je ne vais pas juste pour le 575 je veut aussi le 1687 qui n’étais pas d’un bonus san depot je réclame les 2 montant le 575 sa ses vraiment juste le boute du boute que sa ses n’importe quoi mais aussi le 1679 de plus

Hello Dupuis123,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist. No action is needed from you at this point; thus, I kindly ask you to refrain from further messages, as it is now up to the casino team to provide clarification.

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

Dear SpinCity Casino,

I would appreciate your clarification regarding the sequence of events in this matter. Your decision to cap the player’s winnings appears to have been based on the terms and conditions applicable to no deposit bonuses. However, according to the player, the bonus in question was actually a deposit bonus.

Additionally, once a cap on winnings is applied after the bonus wagering requirements have been met, those funds should no longer be subject to bonus restrictions—unless players are clearly and transparently informed of any continued maximum win limit beforehand, through means such as a pop-up message, in-game notification, internal message, or other clear communication.

Can you please confirm, alongside providing evidence, if any such communication took place?

I look forward to your response.

If there is any information or evidence that cannot be disclosed publicly, please feel free to share it with me directly at michal.k@casino.guru for a independent review.

He doesn't answer, in my opinion.

il ne réponde rom pas d’après moi

Dear All,

We will provide a detailed response shortly. At the moment, we require additional time due to high workload. Thank you for your understanding.

Additionally, we would like to clarify that this case is fully transparent. The user activated a bonus with a maximum withdrawal limit, which was applied to the balance in accordance with our Terms and Conditions (clause 7.9). Winnings generated from bonus funds can only be withdrawn within the maximum amount specified in the bonus terms.

We do not identify any violations on our side. The services were provided strictly in line with our Terms and Conditions, which the user agreed to upon registration.

If you look closely, it says under the bonus deposit now. I'm not Albert Einstein. But I did indeed make a deposit to activate the bonus, so it's not a no-deposit bonus! I didn't agree during registration, as you said, not to be informed of the bonus terms in the activation section, which didn't mention a maximum winnings. Normally, you deactivate it in the terms section, and it wasn't written there. Furthermore, I contacted your customer service, and they told me the money was mine. Even after I had already withdrawn my winnings, they informed me I could continue playing, and ultimately, they withdrew my winnings twice. I lost my $235 spin purchase because the withdrawal was too slow; in fact, my $85 withdrawal is still pending! You've been overloaded with work for the past 3 months, I know, I've texted you every day. That's not called overwork; when it's your daily routine, it's called slow service!

si vous voyer bien il est ecrit sou le bonus deposis now je ne suis pas Albert Einstein. Mais j’ai belle et bien deposer pour activer le bonus donc se n’est pas un bonus sans depot ! Je n’ai. Pas accepter a l’inscription comme vous dite de ne pas. Être informer des terms du binus dans la section d’activation qui ne fsit pas mention de gain maximum normalement vous l’inactiver dans la section terms et la setais pas ecrit. Et en plus que je me suis informer auprès de votre service client et qu’il mon dit que l’argent. Était a Moi et une seconde foi même après avoir saisi main gain il.mon informer que je pouvais continuer à jouer et finalement il on saisi. 2 fois mais gain j’ai perdu mais achat de tour à 235$ car le retrait étais trop long d’ailleurs mon retrai de 85 est encore en attente! Vous êtes toujourous en surcharge de travail depuis 3 mois je le sais je vous ai texter tous les jour on n’appelle pas sa une churgage de travaill quand ses votre cotidien on appel sa un service lent !

A question for you: Could you please read what is written under the bonus to activate it? This answer should contradict your statement about a no-deposit bonus! Thank you.

Its hardness is undeniable, isn't it?

Une question pour vous Pouver vous me lire quesque qui est ecrit sous le bonus pour l’activer ! Cet réponse devrai contredire votre dire de dire un bonus sans depot ! Merci

Ses asser dure à contester non. ?

Dear SpinCity Casino,

I look forward to your more detailed response, including any supporting evidence related to this case.

Additionally, I would greatly appreciate it if you could please address the player's enquiries.

Thank you for your assistance.

Dear Michal,

Before registration, the user agreed to all the terms and conditions of our website.

On 06 February 2026, the user independently activated a no-deposit bonus in the form of free spins, which carried a withdrawal limit. These conditions were clearly stated in the bonus terms, and by clicking the activation button, the user confirmed their agreement with them.

At the time of activating the free spins, the user had no funds in their real balance, and all winnings were obtained exclusively from the free bonus. After the free bonus was played through, the system adjusted the balance according to the bonus terms, and the user continued playing.

Once the user submitted withdrawal requests and no longer continued playing, their balance was adjusted to the maximum withdrawal amount in accordance with the no-deposit bonus terms, since all winnings were derived solely from the bonus.

Additionally, we took into account that the user made one deposit to their balance, and we compensated this deposit amount. According to our terms, balance adjustments may occur immediately after a win or after a withdrawal request is submitted.

Clause 7.9 of our Bonus Terms states:

"The maximum winnings/profit from No-Deposit Free Spins, all No-Deposit bonuses, and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise. We reserve the right to reduce your balance to an amount exceeding the aforementioned €50 winning limit from No-Deposit Free Spins and bonuses. This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings. In order to withdraw winnings from the free bonus, you need to make 1 successful deposit."

We emphasize that in this case, the user’s entire winning was obtained from the activated no-deposit bonus. Therefore, assuming that once the wager is completed and the winnings are transferred to the real balance, these funds fully belong to the user without any restrictions, is not entirely correct. The winnings originated from the bonus; had the user not activated it, they would not have played and would have had no balance in their account.

Therefore, by activating a no-deposit bonus, the user agrees to its usage terms and the conditions for withdrawing winnings from it.

Clause 7.3 of our Bonus Terms also specifies:

"Individual promotions may have additional terms and conditions which will override or contribute to the terms and conditions here stated. Please check carefully all terms and conditions associated with a bonus before taking part. Should the terms and conditions of the individual promotions conflict with the Bonus Terms and Conditions, the individual promotions terms shall apply."

In accordance with these rules, by activating the bonus, the user is deemed to have reviewed and agreed to all terms and conditions.

Yes, I had a problem. I don't understand why you can't read what's written on the bonus I activated. It clearly states that I have to make a deposit to activate it. The bonus terms are clearly written in the screenshot. I don't understand why you insist it's a no-deposit bonus when it clearly says to make a deposit to activate the bonus. I think you're acting in bad faith by refusing to admit it, even after the evidence, which is quite easy to understand! I think you just don't want to pay, and I know very well that I'm not the only one this has happened to.

Mais oui Javais un fond je ne comprend pas que vous n’êtes pas capabable de lire se qui est marquer sur le bonus que j’ai activer il calais que je depose pour pouvoir l’activer les terms du bonus son bien ecrit dans la capture d’écran je ne comprend pas que vous Fiset que ses un bonus sans depot quand clairement. Il est ecrit de deposer pour pouvoir activer le bonus je crois que vous êtes de mauvaise foi a ne pas vouloir admettre même apres les preuve quand même asser facile a conprendre ! Je crois que vous be couler juste pas payer et je sais très bien que je ne suis pas le seul à qui ses arriver

Please read what's written in the screenshot I sent you; that will solve the problem. Just rewrite it here so we all understand that you can't say it's a no-deposit bonus! Besides misleading me and taking my money twice when your customer service told me it was already credited once and the balance was mine afterward, the total amount would be $235, totaling $1687, $560, and $85.

Pouver me lire se qui est ecrit dan a la capture d’écrans que je vous ai envoyer sa va régler le problème fausse juste le récrire ici on vs tous s conprendre que vous ne Pouver pas dire que ses un bonus sans depot ! En plus de m’avoir induit en erreur et avoir pris mais fond 2 fois quand votre service client m’avais dit qu’il étais déjà sourirai une fois et le solde est à moi apre s donc sur ce le montant total serais de 235 achat des toute 1687$ 560$ et 85 $ tous cela additionner

Stop saying no deposit bonus, you see it clearly, the bonus that required a deposit to activate! And the fact that the terms don't specify a maximum withdrawal, I don't know what your point is in trying to find a way to avoid paying. What do you see clearly is that the points I'm making are all justified?

Arrêter de dire no deposist bonus vous le voyer trad bien sûr le bonus qui fsut deposer pour l’activer ! Et que dans les terms il n’est pas spécifier d’un maximum de retrait je ne sais pas quoi sa vous donne d’essayer de trouver un truc pour pas payer Ques dvous vouyer clairement que les point qui e j’apporte sont tous justifier

I read your terms very carefully, and I find it all disingenuous, especially since I have nothing to lose as far as I'm concerned; it's the money I've earned, that's all.

J’ai très bien lue vos terms je trouve tous sa de mauvaise foi surtout que vous je perder rien en t’en que tel ses l’argent que j’ai gagner ses tous

You really need to understand what a no deposit bonus means! I had to make a deposit to activate the bonus, and I'd also like to draw your attention to the point you're making: when I activated the bonus with a deposit, it was clearly stated that there was no deposit requirement! I provided you with screenshots of the bonus. How can you dispute this? The terms clearly stated that it was a bonus with no maximum withdrawal requirement. I know that when there's a maximum withdrawal on a bonus site, you specify it in the terms. But that's not the case here! If you want to look at the screenshots I provided, that would be the easiest way to see for yourself, I think! If you can't accept what's written in black and white, well, I have no other words to convince you of the obvious!

Il faut vraiment tu comprenne ses quoi la signification de bonus sans depot !! Il a fallut que je depose pour pouvoir activer le bonus et aussi j’aimerais apporter votre attention sur le point que vous amener que quand j’ai activer le bonus avéc depot bien sure il est claire qu’il étais mention !!!!! Je vous ai fourni les photo du bonus comment. Contester ???? Les terms étais claire que setais un bonus sans condition de retrait maximal je sais que quand il a un retrait maximal sur ub bonus vous le spécifier dans les terms. Mais là se bes pas le cas !!! Si vous vouler porter attention au capture d’écran que j’ai fourni sa serai la façon la plus simple de constater je crois !!!!! Apres si vous ne Pouver pas admette se qui est ecrit noir sur blanc .et bien je n’ai pas dautre mots pour vous convaincre de l’évidence !

Here is proof of my deposit on February 6th at your casino, which I made in order to activate the bonus.

voici la preuve de mon depot le 06 fevrier sur votre casino depot que j’ai fait pour pouvoir activer le bonus

I would like a clear answer regarding your intention! I believe I have provided legitimate evidence for my request; it's up to you to decide if you intend to impress or find clauses that don't apply to this situation! It's up to you to decide if you want to be honest or if you prefer not to pay! I want to thank Guru for their service and for keeping players informed about whether casinos are understanding or don't care about player requests. There are so many different casinos; this gives a good boost to choosing an honest and understanding one. Thank you very much.

I would like a clear answer. The evidence provided is there and it's not really contestable. I need a clear answer; there's no need to bring up terms that don't apply, just a clear answer. If that helps you with your decision, don't forget to read what's written when activating the Deposis Now bonus, not the No Deposis Bonus. Thank you for your time.

J’aimerais avoir une réponse claire sur votre intention !je crois avoir fourni les preuve legetime sur ma demande a vous de voir si vous aver l’intention d’épater ou de trouver des point de terms qui ne s’applique pas à cet situation ! Ses a vous de voir si vous vouler être honnête ou si vous préfère ne pas payer ! Je tien a remercier guru pour leur service et garder informer les les joueur à sacoue si les casino son compréhensif ou si il ne se soucie pas des demande des joueur il a tellement de casino different sa donne un bon coup de pouce a choisir un casino honette et conprenhensif avéc les merci beaucoup

moi j’aimerais une réponse claire les preuve fournie son là er elle ne sont pas vraiment contestable avoir une réponse claire pas besoin d’amener des point de terms qui ne s’applique pas juste une réponse claire si sa oeut vous aider dans votre choix n’oublier pas de lire se qui est marquer à l’activation du bonus deposis now et non no deposis bonus merci de votre temps

Dear SpinCity Casino,

I would be grateful if you could send me the complete game log for the player, which should encompass the bonus history for an independent assessment. Your previous response did not correspond with the evidence presented by the player, as the bonus in question (assuming we are referring to the same one) was a deposit bonus. Therefore, the regulations pertaining to a no-deposit bonus should not be relevant.

Additionally, I would appreciate your clarification regarding the sequence of events, as it appears that there might be more bonuses in question.

If there is any information or evidence that cannot be disclosed publicly, please feel free to share it with me directly at michal.k@casino.guru

Dear Michal,

Thank you for your request. To prepare a detailed response and provide the evidence you asked for, we will need a little additional time.

We will do our best to send you an email with the requested information by the end of this week. If the specialized department is unable to meet this timeframe, the standard 6-day review period will be sufficient for us to prepare a complete response.

We sincerely apologize for the wait and appreciate your patience.

Please note that this does not mean we have changed our decision regarding the user’s situation. At this time, we still do not see any error or inconsistency with our Terms and Conditions.

Yeah, that's the second time he's replied like that to extend it. He doesn't have any more proof to look for, it seems to me. I've already provided the proof, it seems obvious? Why look for proof when it's already provided? It seems more like he's trying to find a way to get out of it or find the best way to invent a reason not to pay! When it's clear like that, it seems to me you take responsibility and admit you're wrong and you pay! Why extend it a second time? It's a bit ridiculous. The proof is there, it can be resolved in 2 minutes, although I know everything takes a long time with them, it took more than 40 days just to verify my account 😂😂! The proof is clear, it's there, take responsibility Spin City and pay what you owe, that's all! Besides, you've blocked my account and I was supposed to have 10 chests bought at $50 each 😂. I think you've reached the limit of reasons when the proof is there. It's not complicated, just accept and pay. If you're a trustworthy casino, prove it!

Ouin sa fait 2 fois qu’il réponde sa pour prolonger il non plus de oreuve a cherché il me semble jsi fourni les preuve il me semble que ses evident ?pourquoi chercher des preuve quand celle si sont déjà fourni on dirai plus qu’il essaie de chercher un moyen de se defiller ou trouver la meilleure façon d’inventer une raison pour pas payer !!!! Quand ses claire comme sa il me semble tu assume et tu avoue que tu tord et tu paye ! La pourquoi prolonger une seconde fois ses un oeut n’importe quoi les oreuve son la sa se règle en 2 minute quoi que je sais que tous est long avéc eu sa pri plus de 40 jour juste vérifier mon compte 😂😂! Les preuve son claire elle son la pren er vos responsabilité spin City et payer votre du ses tout ! En plus que la vous avez bloquer mon compte et je devai avoir une 10 coffre acheter à 50$ chacun 😂 je pense. Que vous êtes au plafond des raison quand les preuve son. La ses pas conpliquer assumer et payer. Si vous êtes un casino de confiance prouver le !

Sorry if the translation is complicated, I speak French!

Desoler si la tratuction peut etre compliquer je parle Francais !