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I deposited £20 I won 550 euro I went on to withdraw it was accepted than I got a another email telling me my withdrawal was cancelled they claim something was wrong with the way I was playing

Additional comments from the player:

"Dear C******,

Thank you for playing at Cash Spins Casino.

Your withdrawal request of € 550.0 has been submitted successfully.

Reference number: 712454

(Keep this reference number for further queries)

We may require certain documentation and a phone verification before processing your withdrawal request.

Additional information may be found here: Withdrawal Policy

Our support team will email you with the specific documentation required to complete your request.

We aim to complete all withdrawal requests within 5 business days once all documentation has been received and verified, and phone verification has been completed, assuming all other requirements have been met.

You can always review your transaction history in the CASHIER on the site.

For any questions or concerns you may have, please do not hesitate to contact our Support 24/7

We are looking forward to seeing you again at Cash Spins Casino.

Enjoy,

Cash Spins Casino

Support team

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To ensure that our e-mails reach your inbox, please add us to the Safe Senders list."

"As part of our regular withdrawal review process, we noticed a breach of our terms and conditions regarding irregular and systemic bets. 

Our Terms and Conditions prohibit placing single bets equal to or greater than 30% from the value of the deposit bonus amount.

We have therefore canceled your withdrawal request and removed the winnings accordingly. 

Your last deposit has now been reinstated and can be found in your casino balance. Your current balance is: 20.00 EUR

Should you have any questions please contact our customer support via live chat on our site.

Kind Regards, 

Verification Team

Casino CashSpins"

Dear Mark,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found (here):

"Betting rules

You must bet according to the specific rules of the game you are playing.

We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.

"Irregular play" includes, inter alia:

Placing bets or Purchasing in-game features including but not limited to free spins equal with the "total value" greater than or equal to 30% (thirty percent) of the smallest deposit in play.

Placing total bets equal to or greater than 30% of the sum of the comp-points in play.

Using Martingale, double-up and similar systems and strategies.

"Total bets" is defined as the sum of individual bets (lines, chips, hands, etc.) within a round, i.e., the total bet amount when clicking the "spin" or "play" or equivalent button.

In cases where a bonus was received, additional betting rules may apply as defined by the General Bonus Terms & Conditions and Terms & Conditions of the specific bonus.

"Purchasing in-game features including but not limited to free spins with a total bet amount of 30% or greater than the value of the deposit or bonus (the smallest one among them) currently in play.""

Could you please advise if you have redeemed any promotional offer when depositing funds into your account? Ideally, please forward any relevant communication and your game history to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you, Mark, for the forwarded screenshots. Could you please advise if you have redeemed any promotional offer when depositing funds into your account or your winnings were accumulated without any bonus?

without any bonus

No bonus

Thank you, Mark. If your last deposit was £20 then, according to T&Cs your max bet shouldn't be greater than £5,80 (Placing bets or Purchasing in-game features including but not limited to free spins equal with the "total value" greater than or equal to 30% (thirty percent) of the smallest deposit in play.)

Nevertheless, I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win or max bet limits to be unfair and predatory, when applied to a real money game.

I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Mark,

I looked at the documentation you sent us and I will take care of your complaint from now on.

I would like to invite representatives of Cashspins Casino into this complaint in order to help us resolve this issue of the canceled winnings.

Hello All,

We understand that Mark has submitted a complaint due to the fact the casino has voided his winnings.

Please be advised that Mark has violated the maximum betting rules when he committed bets that are equal to or greater than 30% of his bonus.

According to Mark's game-play, he made 9 over-bets between €19.00 to €100.00 Euros on the games "European Roulette" and "Book of Wizard Crystal Chance"- this is the reason why your winnings were voided.

In our review we can see that the player has received a bonus on his deposit, the deposit bonus was acquired by using the bonus code "JM77" which is manually submitted by the player to receive a deposit bonus of 77%, essentially the source of his winnings are:

*Deposit ID 705856 of 20.00 EUR made on 23/02/2022 21:48:03

*Deposit bonus ID 705873 of 15.4 EUR received on 23/02/2022 21:51:12

Further evidence can be provided from the casino if needed.

In conclusion, the casino has acted in accordance with its T&C when decided to void Mark’s winnings. 

Shall you need any further information don't hesitate to contact us.

Kind regards,

CashSpins Casino

Hello all,

thanks to the CashSpins Casino team for the reply.

Please send the supporting evidence of Mark's gameplay to my email at tomas@casino.guru

Much appreciated!

Hi Tomas,

We have emailed you the requested information to tomas@casino.guru.

Shall you need any further information, kindly let us know.

Regards,

CashSpins Casino

Hello all,

thanks for the submitted game log. I looked at it and I can confirm it shows that Mark took a bonus and played bets that are above the 30% of the deposit on multiple occasions. There are multiple bets on European Roulette at 19 € and higher, also there is a bonus feature purchase on Book of Wizard Crystal Chance at 12,5 € per spin (100€ on 8 spins)

Dear Mark,

Were you aware you accepted the bonus from the casino?

I honestly don't know I was playing with a bonus all I know I had 20 euro deposit start playing under 1 euro to start not long after playing I started to win from I won over 100 euro I play 1 euro and than 1.50 euro I got wining to 200 euro I try to cashout but got a notice saying I have not reached wagering requirements so I continue playing till I could meet wagering requirements

I did play roulette hoping to win more to try and meet wagering requirements

Hello Mark,

Thanks for your reply. Wagering requirements are almost always associated with a bonus. So we have to conclude you indeed accepted a bonus from the casino.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule of the bonus on multiple occasions.

I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future, especially the rules about the maximum allowed bet. I would also recommend that you always check whether you are playing with an active bonus or not, as there might be other limitations imposed by the casino when you play with the bonus. Casinos try to design their bonuses to be as attractive as possible, but the bonus rules must always be followed. My final recommendation is to avoid buying any features inside a slot game when you play with a bonus. These features often have a higher value on the bet you make, which also counts as a breach of the max bet rule.

I am truly very sorry we couldn’t help you in this case. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.