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I would like to submit a complaint regarding Spinrollz Casino and a dispute about a bonus withdrawal limit.

I deposited money and activated a deposit bonus. The only clearly visible conditions for the bonus were: minimum deposit €20, maximum bonus €50, and wagering requirement 35x. There was no information about any maximum withdrawal limit in the bonus description.

After completing the wagering requirements, my balance reached €2320. However, the casino reduced my balance to €500, claiming that there was a maximum withdrawal limit connected to the bonus.

When I first contacted the casino support about this, they told me that the rule could be found in section 7 of their general Terms and Conditions. I carefully checked the Terms and Conditions and sent screenshots back to them showing that there is no such rule mentioned there.

After I pointed this out, the explanation from the casino changed. They then claimed that the maximum withdrawal limit would have been stated in the specific bonus terms or in the bonus email. However, in the bonus description that was presented to me, the only additional link was a "Bonus Rules" link which redirected directly to the general Terms and Conditions page, where this rule was not present.

This means that the alleged maximum withdrawal limit was not clearly communicated or visible to the player at the time the bonus was accepted.

I believe the casino is applying a rule that was not properly disclosed. The fact that their explanation changed during the conversation also suggests that the rule was not clearly available to the player.

Because of this, the reduction of my balance from €2320 to €500 appears unfair and inconsistent with the terms that were visible when the bonus was accepted.

I would kindly ask Casino Guru to review this case and help resolve the dispute.

I can provide screenshots of the bonus description, the Terms and Conditions, and the email communication with the casino support as evidence.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are experiencing. To better understand the situation and investigate the matter further, could you please provide a few additional details?

• Could you please specify the exact name of the bonus you activated?
• Do you still have a screenshot of the bonus offer or promotion page as it was displayed at the time you activated the bonus?
• Could you please confirm whether the bonus was activated directly on the website, through a promotional email, or via a bonus code?
• You mentioned that the "Bonus Rules" link redirected you to the general Terms and Conditions page. Could you please provide a screenshot of this page and the link you were redirected to?
• Could you please confirm whether the €500 limit was applied to your balance immediately after you finished wagering the bonus or only after you requested the withdrawal?

Please forward me all the screenshots and your communication with customer support at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika