Spin Rider Casino - Spillerens gevinster er blevet konfiskeret.

Hi!

i made a 30 euro deposit while using a 200% bonus and i managed to wager it and win 750 euros, after that i made a withdrawal and two days later i got a email that my funds are confiscated, the email said that i can have only a bonus per person and i only have a ony account on this casino.

Hello briitukka,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spin Rider Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Why did you receive the 500€ at all if they claim you breached the bonus terms?
• When was the last time you spoke to the casino and what was it about - did they explain the reason for their action?

Looking forward to your answer.

Regards,

Nick

hi!

I accidentally wrote on this complaint also that this casino paid me something because i got it mixed up with my another complaint. This casino has not paid me anything and i haven't broken any bonus rules. I haven't verified my account on this site because they never asked me to. They just confiscated my funds. I received this email today from them telling me that only one promotion is awarded per account per player and i only have one account on this casino. This was also my first time on this site. I also live alone in this household so there can't be any other persons accounts registered with my home address etc. So this email about the confiscation is very vague and not specific.

Hello briitukka,

Can you please clarify whether you have issue with Spin Rider Casino as well or not?

I'm handling both of your complaints currently and I'm a bit confused as both complaints has the same first post.

Looking forward your response.

Regards,

Nick

Hi,

yes i also have problems with Spinrider casino. They confiscated my 750 euro winnings. These two cases got mixed up. Spinrider casino haven't pay me anything so far.

Hello briitukka,

Please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Hi Nick,

I just sent the emails regarding this issue.

-Britney

Dear Briitukka,

Thank you for providing all the necessary information. As we require additional evidence regarding the casino’s claim, I will be forwarding your complaint to my colleague, Pavel (pavel.k@casino.guru), who will be assisting you from this point onward.

Wishing you the best of luck in resolving this matter.

Best regards,

Nick

Hello, briitukka!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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 eCogra – an alternative dispute resolution service (https://ecogra.org/contact-us/) or the Online Dispute Resolution (ODR) (https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=FI) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru