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I made a €20 deposit and received an €80 bonus. I completed the wagering requirements for the bonus.

After completing the wagering, I played Venice Instant Blackjack and later requested a €1,000 withdrawal.

PartySpinz refused the withdrawal and confiscated my winnings. According to their support, I violated a rule stating that bets of 30% or more of the relevant amount are not allowed. They told me that this rule applies to deposits, gift bonuses and cashbacks.

When I asked which bet caused the violation, they identified one €11 bet on Venice Instant Blackjack. They also told me that a single bet is enough to invalidate the winnings.

However, I was playing with the €80 bonus at that stage. If the 30% rule was applied to the €80 bonus, the limit would be €24, meaning that the €11 bet was below the stated limit.

PartySpinz also returned my original €20 deposit to my balance after confiscating the winnings. Because the minimum withdrawal amount was €100, I had to play those €20 again and subsequently lost them.

I asked PartySpinz to find an amicable solution, but they refused.

I would like Casino Guru to review whether PartySpinz correctly applied the 30% betting rule in my case, whether the rule was still applicable after I had completed the wagering requirements, and whether confiscating the entire €1,000 in winnings was justified.

I am requesting the return of the €1,000 in confiscated winnings.

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Hello,

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

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

• Is your player's account accessible to you? Can you log in?
• Could you please share with me your communication with the casino regarding the accusations made 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello thomas , i made a complaint against partyspins about a declined 1000euro withdrawal , yes my account is accessible my username is niffaw321 . When you deposit and you get a bonus , you will consume your deposit first . So as for me ive already lost the 20euro of the deposit so i had only my 80euro bonus left. So i bumped , finished the wager and had around 980 euros . I made few bets to make it 1000euro and withdraw it to skrill . First they sent me an email for the kyc documents . And after that said that there is the rule of 30%. If we calculate it it

Dear Niffaw321,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Niffaw321,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

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

Dear PartySpinz Casino Team,

I would appreciate your clarification regarding the calculation used to determine the maximum allowed bet that the player was required to follow while playing with an active bonus, as it currently remains unclear which amount should be considered the applicable limit.

Additionally, I would like to understand why the maximum bet was not defined as a fixed amount and, ideally, automatically enforced by the system. From a player's perspective, requiring them to calculate the applicable maximum bet themselves can create unnecessary uncertainty and does not provide an ideal user experience, particularly where the calculation may depend on the player's balance or other variables.

Furthermore, please clarify whether the maximum bet rule was breached on a single occasion or on multiple occasions. If there were multiple breaches, please provide the relevant details, including the bets in question and the circumstances surrounding them. I would also appreciate clarification as to whether, and if so how, the alleged breaches provided the player with any unfair advantage.

Kindly forward any relevant information and supporting evidence directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

We still waiting for the casino to reply

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.

Dear Niffaw321,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

For the future, I would encourage you to choose casinos based on independent reviews and ratings and opt only for those with a good rating to help minimize the likelihood of such situation. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru