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I have won 2700€ on a game I have 5€ from some free spin which had to be played through 40x and that I had paid 70€ myself. So when I win my winnings disappear out of the blue even though I managed to take a screenshot of it. Now they don't want to pay out and come up with one excuse after another.

Jeg har vundet 2700€på et spil jeg have 5€fra nogen gratis spin som skulle gennemspilles 40x samt at jeg havde indbetalt 70€ selv .Så da jeg vinder forsvinder min gevinst ligepludseigt selvom jeg nåede at tage en screenshot af det. Nu vil de ikke udbetale og kommer med den ene undskyldning efter den anden.

Dear Mp406,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

From the context of the screenshots, it would seem you redeem a free spin loyalty bonus, with the corresponding max win of EUR 10,000 or equivalent according to the casino's terms and conditions. Did the casino reference at any point any other maximum win rule relevant to the bonus you redeemed?

Do I understand correctly the casino confiscated the whole amount of the winnings?

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

Best regards,

Tomas

Yes they did, they came up with three different explanations and every time I came up with a new proof from their rule they came up with a new explanation. I have a screenshot of everything so I can send it to you. Yes, all my winnings disappeared suddenly

Ja det gjorde de ,de kom med tre forskellige forklaringer og hver gang jeg kom med et nyt bevis fra deres regl kom de med ny forklaring. Jeg har screenshot af alt så jeg kan godt sende det til jer .Ja hele min gevinst forsvandt ligepludseigt

In addition, the €5 had to be played 40 x they became 40×5=200 or am I completely wrong about that

Desuden skulle de 5€gennem spilles 40 x de blev de 40×5=200 eller er jeg helt forkert på den

Det er deres svar i dag.Dear Magdalena,

Thank you for your reply.

All bonuses have a minimum deposit requirement for claiming the bonus, limitation of the maximum possible bonus amount, wagering terms, limitation of the maximum bet amount while wagering, and time limitation of the availability of the bonus, unless otherwise indicated (see details in the description of each bonus).

As a result of the free spins, you have won 5.32 EUR. It is required that you wager x40 the amount of the wager, which is 212.80 EUR, to meet the wagering requirements.

During the wagering period, you won a total of 2,713.40 EUR.

Should you require any further assistance, don't hesitate to contact us anytime!

Regards,

Neospin casino support team

Thank you very much, Mp406, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Mp406,

I am so sorry to hear your winnings were capped. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Neospin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Neospin Casino,

Could you please state why the player's winnings were capped?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you very much

Tusind tak

Dear Mp406 and Casino Guru Team,

Thank you for taking the time to share your thoughts with us.

Our goal is to make our casino the best it can be and provide each of our customers with positive emotions. We want to inform you that we have investigated this case and found out that the sum of 2535.24 EUR was automatically debited from your game account by the system due to a technical mistake in the bonus.

We want to make things right with you and make sure this misunderstanding is resolved. Our team is glad to inform you that the funds mentioned above (2535.24 EUR) are already on your balance. Thank you in advance for your understanding and apologize once again for any inconvenience caused.

In case of any additional questions, feel free to contact our support team - we work 24/7 and will be more than happy to help you!

Best Regards, 

Neospin Casino Team

Dear Mp406,

Could you please confirm if you have received the funds?

I am looking forward to your response.

Kind regards,

Stefan

Yes, they have entered my gaming account so now I am waiting for them to be paid out, thank you very much for the help

Ja de er kommet ind på min spillekonto så nu venter jeg på at de bliver udbetalt tusind tak for hjælpen

Dear Mp406,

Did you manage to request a withdrawal?

I am looking forward to your response.

Kind regards,

Stefan

Dear Mp406,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.