SpinoVerse Casino - Spelarens uttag kompliceras av bonusrestriktioner.

Hi there

I thought I'd take a chance and submit my complaint, and maybe you can help me.

I signed up with Spinoverse because I saw a no-deposit bonus offer, wiith no max cashout on Casinosanalyzer.com.

I had some trouble getting signed. up I max cash out on casbecause of verification codes not showing up in my email but eventually I was able to get fully signed up and email verified.

I played with the offer and won $80.32 ("Coupon Redeemed, 80.32") from my free spins. I played with the $80.32 and eventually lost, but just before I was out of funds, the casino offered another bonus. I tried to redeem the bonus but I still had tiny amount left in my balance. I was not able to accept the new bonus until I was completely out of the first bonus, but the amount I had left was not even enough to spin once.

I had been enjoying playing at the casino so I decided to make a deposit. That way I could keep playing and collect the new bonus offer. I had some problems with the deposit but eventually the transaction went through ($25.12) and I started playing again. First I played the new bonus, on which I won $0.22.

I assumed that 22 cents was added to my deposit, and I played on through.

I was up and down, and ended up depositing another $25, (without a accepting a bonus this time), and that is when I pretty quickly started hitting.

I was up to about $670, and decided to look into withdrawal verification requirements. I sent an email inquiring about necessary documents and how to submit them, but I know myself and new that withdrawing as soon as possible was a good idea so I wasn't tempted to keep playing and potentially lose what I had won so far. So I followed up my email immediately with a phone call to their support line.

I spoke with a gentleman who was very helpful and polite, and gave me all the information I needed to verify for withdrawal.

But then, before we ended the call, he put me on hold and came back to tell me that he was very sorry, but unfortunately I had been playing under a bonus, and the max amount I would be able to withdraw would be $100.

For clarification I asked, "so...the 22 cents I won on that bonus.....is the reason I cannot cash out the 600 something dollars? And if I cancel the bonus of course my balance will drop to zero?" He confirmed yes, that's true. I said "I thought there was no Max cash out" and he said that the ‘no max cash out’ was just for the sign up bonus, and that the second bonus I had accepted, did have a max cash out of $100.

I was really disappointed really annoyed but I understand that rules are rules, and that was that, and we ended the phone call.

I did not proceed with the verification documents and I did not play again or return to the casino for a few days.

But then I got the urge to spin again and figured I would just play for fun for a little bit and eventually cash out with the $100.

I was looking around the platform and went to my profile and account activity. That's what I saw that after my second deposit, the coupon was redeemed, $0.

$0...not 22 cents, as was displayed on the screen when my free spins were over. And not like the first coupon redemption was displayed on my Account History page, saying "Coupon Redeemed, $80.38.

Then right after that transaction on the account history page, it lists another: Free Spin Deposit Requested, Free Spin Deposit Approved, $10. To my knowledge I did not receive a third bonus, nor did I request or purchase one for $10.

If the 22 cents I won on the second bonus was not granted, or was $0, there is nothing to wager, no bonus to be under. Which should mean there should be no max cash out. (I don't even know the 22 cents was added to my balance or not, who would look for or notice such a small amount?).

So my question is, shouldn’t I be able to cash out the entire balance?

Not to mention that winning 22 cents on a bonus and that preventing me from being able to cash out $600, wildly ridiculous.

Certainly the amount being so insignificant as to not even be recorded on my Account History page, speaks for itself…again…..IF it was even redeemed at all.

*attached is a rolling screenshot of my transactions

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Did you receive any explanation about the status "Free Spin Deposit Requested" and "Free Spin Deposit Approved, $10"
• Could you please share with me your communication with the casino support you referred to in your description of events? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, thanks so much for getting back to me so quickly.

Yes, in fact there is something else now...

After I posted here I went back to Spinoverse to ask about the Free Spin Deposit $10.

I will attach what I have of the chat. I cannot post the entire chat, because in the middle of the conversation, the page began buffering out of nowhere, I was logged out, receiving an error message that my session had expired.

So I was only able to take screenshots of about 90% of the conversation.

Basically he said that I have an active coupon which I didn't know anything about and will become active after my third deposit. I didn't know anything about this being a package bonus. I wouldn't have accepted it if I had.

Either way, I'm not sure it matters anymore, because when I logged right back in to comtinue the chat, my balance of $674 had been wiped. I'm now at $0.

Are you still able to help me? I'd like to pursue this further.

Thank you!

Hi there, just a heads up, out of curiosity I logged into my Spinoverse account, and my balance says $674 again??

Maybe this is due to Casino Guru reaching out to them and looking into the situation??

Thanks for the update.

• Were you able to request a payout?
• What happened with the winnings after you found them credited back to your account?

Please let me know.

Dear ScarlettGrey,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru