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They give me a bonus that was 50% cashbak that was released by playing 1 time I received it was 125 euros because I entered 250, I get a great prize after several days of playing 11,900 euros they accept the withdrawal and so at 4 days they call me saying that being a bonus I can only collect 1000 euros, some scammers, I feel very cheated, swindled, raped, at least that is known and that they see the casino ilk that is

Me Dan una bonificacion que era el 50%cashbak que se liberaraba jugando 1 vez lo recibido era de 125 euros porque ingresé 250,consigo un gran premio tras varios días jugando de 11.900 euros me aceptan el retiro y tal a las 4 días me llaman diciendo que al ser un bono solo puedo cobrar 1000 euros, unos estafadores, me siento muy engañado, estafado, violado, por lo menos que se sepa y que vean la calaña de casino que es

Dear Alfonso,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked promotional terms, and this is what I found https://www.royalspinz.com/bonus-terms-conditions/?isPopup=true&lang=en#conditions:

"All Cashback carries a wagering requirement of 1X.

Players cannot withdraw winnings derived from a Cashback until the sum of the cashback is wagered in full.

All Cashback is restricted to a maximum withdrawal limit of 10X the cashback amount.

All Cashback is non-withdraw-able, and the casino reserves the right to deduct issued Cashback money from pending withdrawals."

It means that rewarded cashback bonus €125 x 10 = €1.250 – (bonus amount) €125 = €1.125

Could you please forward any relevant communication 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

Comments from the player:

"But those things should inform them and when you execute the withdrawal and it is deducted normally it does not allow you to withdraw and this time if it left me and I had 4 days waiting to then tell me that only 1250 enter me. Outrageous, scammed, angry ...."

Comments from the player:

"Pero esas cosas deberían informarlas y cuando ejecutas el retiro y está deducido normalmente no te deja retirar y está vez si me dejó y me tuvieron 4 días esperando para luego decirme que solo me ingresan 1250.indignante, estafado, enojado...."

Dear Alfonso,

Sadly, there is not much I can do for you in this matter. I understand that it would be easier for the players if they were allowed to submit only the allowed amount of funds for withdrawals but most of the withdrawals are manually checked after being submitted. Especially, if the winnings came from a bonus play. 

I am sorry I couldn’t help you more in this case but please do not hesitate to contact us if you run into any issues with this or any other casino in the future. I’m forced to reject this complaint now. Thank you for your understanding.