OrientXpress, Superlines, La Fiesta, Nordicasino, Spintropolis, Reeltastic Casino Support and Complaints Thread

Hello there and thank you for making us aware of this issue. 

We have checked with the finance team and the withdrawal has been paid today !!

We would be very grateful if you could confirm that you have received it.

Kind regards  

@anfransen, please do let us know once you receive the money. 

Thanks. 

Got it just a few mins ago. Well i can confirm this group isnt a bad group. They will pay your winning just that it takes sometime. Faster processing will make your group of casinos so good to play. 

Cheers!! 

Thanks for letting us know. Glad it has been sorted. Enjoy! 

01/21/2019. around midnight, I started playing Book of Tattoo on Casinosuperlines. It was repeatedly found that the game sometimes slows down and then the site was completely frozen, I couldn't control the game. As soon as I could report the error to the operator, I got the answer that he did not detect it. Then I panicked when I saw my personal account open, and N / A appears on my balance. The operator still did not report the error, or even tried to calm it down. Only later, when I sent him a screenshot of my screen. It took a long time for me to update the page and I'll come back later. I have seen my open account with my missing balance and the page deactivated and the operator tells me to come back later.

All that I have just written with my operators is proving in picture and video in Hd quality.

I've previously sent them the certificates I need to verify and withdraw my account several times. There was no meaningful answer to this or to my complaint.

Hi Suprem, can you please private message me your casino username and we will ask the Casino Rep to look into your case? 

@ Suprem - We have notified the Casino Rep of your issue. Keep an eye on this thread for the updates. 

Dear Suprem

We have investigated this and we understand that there was a technical issue which has been resolved.

In regards to the the game Book of Tattoo, after investigation with the game provider, we did not find any issue with the mentioned game. There are no unsuccessful transactions or gaps in your gaming history.  Unless you can provide specific informations such as game round ID, time frame that you have won or lost money on the game and detailed description, we will close this issue.

Further, the Casino management has directly contacted and responded to you regarding  your concerns on the 27th of January 2019 and still awaiting for your response.

If you have further questions, please do not hesitate to come on the casino’s Live Chat and ask for one of our VIP Managers to assist you.

Kind regards

Casino Superlines

I would like to draw your attention to what happened on January 29, 2019. I wanted to get information about my Account Statement and Game History but wasn't available to me.
I also link pictures to you and send the entire video. I think for you, this is just a technical error again.
I would like to ask you if you have really done a full examination then send it to me and to the Gaming Curacao. I obviously have the right to see the results of the official investigation.
Now, I'll try to withdraw my remaining money from their casino so it won't disappear.
Suprem

Hi Suprem

We understand that you had troubles accessing your Account Statement on the 29th of January 2019.

Please be advised that we have forwarded this matter to the attention of the the Technical Department.

In the meantime, can you please try to clear your cookies and cache before trying to access your account again. Please kindly advise us if the access issue still exist.

If you have any other questions regarding this, please don't hesitate to visit the live chat and ask for your dedicated VIP Account Manager.

Kind regards

Casino Superlines

A while back, I completed wagering requirements on Spintropolis no deposit bonus sign up offer. Made minimum deposit and ended up winning close to 2k. Sent documents for verification and waited for days with no responses (ended up losing the 2k winnings) and I still don't know whether I'm verified there or not. Doesn't encourage my returning to play there whatsoever..

Hi Trinzies,can you please private message me your casino username and we will ask the casino rep to look into your account? 

Alot of people have some negatives to say about the GameTech group and I do not blame them, but for the most part I had good experiences with them.

These days with the online gambling industry, verification should take more a less a few hours and withdrawals 24 hours maximum. I like withdrawals in less than 1 hour of course and verification should be instant.

I think with the GameTech group casinos if you do not have the patience, then these casino brands are not for you.

This is one thing that frustrates me at times to wait up to 5 business days for withdrawal or to be classified as my bad experiences with them.

@Trinzies - I understand your frustration, but on a seperate note even if you did not lose your 2K, you would have only be able to withdraw 100 euro maximum anyways. Remember all their NDB, freebies have a max cashout of either 50, 70 or 100 euros.
Let say it's 70 euro , then you would need to make a deposit of 30 euro to withdraw 100 euro as their minimal withdraw is 100 euros(Ridicilous) I know right.

I aint going to lie, once before I completed wagering from a signup bonus and made a deposit of 50 euros, continued playing, but at the end I could only withdraw the Max cashout for the bonus + my deposit, which was 120 euros.

Verification normally takes about 48 hours exactly... So for first withdraw it's 2 days Verification, 3 days pending, on day 3 you get notification that your withdrawal has been approved and on day 4 you get another email to say your money has been send to your prefered payment method and on day 5 you will get it. So first withdrawal takes about exactly 7 business days including verification and after that withdrawals are paid within 3 - 5 business days.

Did you that even if you make a straight deposit without claiming a bonus at the GameTech group casinos, that the x10 or x20 max cash out would still apply Now that is really absurd.

The only ones that does not implement a max cashout on straight deposits are Vega World Solutions N.V. They are triomph, madame chance, casinobluesky, ridika etc. However if you claim a bonus, then the max cashout still applies.  I hope the information helps.

Dear Suprem

Thank you for making us aware of your withdrawal request. Congratulations!

We have been told you were contacted and spoke to the VIP Account Manager, that your withdrawal is approved, however, you have a missing document required to progress the payment.

You also received an email too.

Please do not hesitate to come on Live Chat for any assistance in this matter.

Kind regards

Casino Superlines

I've sent them a long time ago. My complaint to you and to Gaming Curacao has not yet received an official response. I would like to see a credible test of what really happened.

Suprem

Hi Suprem

The Superlines Management informs us that they are in constant communication with you regarding your account.

Please continue to correspond with them and update this post.

We wish you all the best in the future.

Kind regards

Casino Superlines

Hello friends, and a casino representative.

I will make a deposit at your casino tonight, see how good they are.

Hi Casino Rep, 

Can you help me check my withdrawal of 306eur from Nordicasino. My id there is Firerabbit87. I got an email confirming my withdrawal but i dont know whether I need to provide documents for verification or not. Please update me here. 

Thank you

I have submitted my docs and waiting for the verification which takes about 48hrs. Hopefully everything is fine. 

Hi anfransen,

We will ask the Casino Representative to advise on your case. 

Dear Tania,

Thank u very much :) :)

What a joke.  I got a reply from the casino. 

---------

Hello xxxx, 

In line with our Terms and Conditions regarding irregular play, we have declined your withdrawal request and cancelled your winnings. 

These Terms and Conditions are available on our site. 

Should you have any questions please reply to this email. 

Kind Regards,

Verification Team

-------

Please help? 

Hi anfransen,

We haven't heard back from the casino, however, we will ask them to provide more details regarding your case. Keep you posted. 

1. Ah it is the max bet allowed. Just 3 times of misbet that i made now my winning is void. Sad case. Will just withdraw my money. Please ignore my complaint above.  Thanks

I have an account at casinosuperlines.com and my username is veron907.

I was trying to make a withdrawal but I go this message instead :

You are not able to request a withdrawal at this time.
This may be due to one of the following reasons:
Your account balance is zero
Your account balance is comprised entirely of bonuses which may not be withdrawn
Please contact Support 24/7 for additional information

I checked my casino balance but I do not have any active bonuses.
I also emailed [email protected] and [email protected] but they did not reply.

Please check why it's like this!

I sent a private message to the casino rep but he did not reply.

Hi monteverde,

We are going to investigate it further. Thanks for providing the details. The casino rep will be notified.

@monteverde 

Thank you for bringing this matter to our attention.

We have checked your concerns and we see that you deposited and claimed a bonus using the special bonus:

GENTS NIGHTS - Thursday nights
Gents 180% up tp €1,800 (x30 wagering) + 25 FREE SPINS with the bonus code "GENTS".

The reason that you are unable to make a withdrawal request at this stage, is that you still have active wagering of  €50.75 on your account.

We kindly suggest, visiting the casino Live Chat support if you require any assistance.

Kind regards

Superlines Casino 

hi melissa sorry i dont know my way around the forum so im posting here in the Hope yhat you will put me in the right place. This is basically formality as i am going to lodge an official complaint anyway with the gaming commission.My complaint is against SPINTROPOLIS CASINO. Basically I received a birthday bonus on the 22nd of October 2020.I received it via live chat as required and have one deposit before the day of my birthday at the casino which is also required. I was given the bonus on live chat by the agent as required and wished good luck by the agent and that was that.There was no other discussion that took place and any reference that it did would be fraudulently added by the casino.As i didnt expect a result from yhe bonus I clumsily did not save the chat or request a transcript of it. So as brief as possible what happened was I went on to play and I got seriously lucky like you never get ,you the real lucky and won 2550 Euro roughly from the bonus.I know ridiculous right, nevertheless true.Obviously I easily managed to clear the wagering.Before continuing The bonus they say consisted of 10 euro bonus money and 10 euros cash (see attachments as I took screenshots to back up my case and keep it simple) there was 20 in my account ehen i started.Af tjis point I thought I want to withdraw and was so exvited at winning this kind of money which in turn started to make realise they wont pay maybe and so I weng through the terms and conditions yo see what I was facing.For interest sakes I read on a few forum's to see the reviews and find out if anyone had a similar situation....suffice to ssy all the reviews were bad and warned to stay away and theres aadnt a single good review and bottom line was SPINTROPOLIS fo NOT payout and their T& C's sre do ridiculous they dsid to be,the worst. Now I started to lose the excitement and the joy of winning...like it was killed suddenly and sad worried nervousness took over as I realized this cud be a dream turning into a nightmare. And it was.I read the terms anf made s 2000 euro withdrawal request vis bank transfer snd i left 552 euros in yhd account to play on with. three days later i logged on to my account and found just 50 eurod remained in the account and yhr 2000 euro withdrawal denied and winnings confiscated anc voided.I madd contact via email and was basically told a rerun of the terms snd conditions.I will say the terms are ridiculous WHEN it cones to bonuses however after several times over the terms( when i say terms im referring to the T&Cs - general znd bonus- the casino SPINTROPOLIS) there is no reference specific to the bithday bonus anywhere in the terms other than whats displayed on the webpage on their site under the heading of PROMOTIONS.There it states in black and white ,crystal clear, without margin to misunderstand or misinterpret - it read " 10 EUROS CASH BONUS, THERE ARE NO.LIMITS TO WHAT YOU CAN DO WITH THIS CASH" and further down page again it reads quite clearly" THE 10 EURO CASH BONUS HAS NO CONDITIONS AND IS FULLY WITHDRAWABLE" .Im an educated man and I understand just how this industry works but it doesn't take much to understand, well for me anyway,thay without specific reference in the terms these displayed terns should be the terms for this specific bonus and they ate very clearly worded " NO CONDITIONS" and " FULLY WITHDRAWABLE" I nean yjise are very vlear and dpecific industry terms they ate no words of a genersl nature and in fact give cery spevific meaning yo yhe bonus rayhet yhan generalise it.Thst

• continued.... What i meant to say at the end there was that these words are very specific industry terms and they give very specific meaning to the bonus rather than generalise it.they are not general words with many meanings or contexts and are official casino cashier terms.This is what I base my case on - It is the fact that it states clearly no conditions and fully withdrawable with no specific other reference to it.
  I wouldn't normally bother complaining but this I have to because this kind of behaviour by some casinos is what destroys all reputations in the industry ....it only takes one lie to question all truths and so one casino like this makes one question all casinos one giveth all a bad name.It must be addressed and stopped its a crime against players they take money but its always a problem to get paid.I Will say that they do have a large section in the terms about bonus restrictions and withdrawal limits etc.they are pathetic and they are many.some contradicting others some blending of terms etc and some vagueness about some but NO reference to the birthday bonus in the t & cs . The casino did respond with an email and gave a long story, i will attach it if i can basically they quoting the terms snd conditions etc etc.they said i was notified of the limits of the bonus which i was NOT notified of in the chat when i was given the bonus only later after the withdrawal was denied and i queried it on.live chat only then dod they tell me, but NOT before that was i told. secondly they said the 10 euros cash and 10 euros bonus was given together ie 20 euros to start which therefore makes the most whole bonus a free bonus which the casino has a 50 euro limit on.What rubbish Is that? they gave it to me like that so i didn't have a choice and furthermore the bonus 10 Euros, was only for betsoft ganes until wagering was done which i did, so i couldn't have played the bonus money on other games only the cash so theres no disputing the winnings we're mostly from cash but they say i took two bonuses together which again is not allowed and therefore its a free bonus.....can u see what these people are about they give a sabotaged bonus without explaining to player before he plays thay it's sabotaged cos they don't think anyone can win and if they do then they do this nonsense so its rigged before u start but displayed completely the opposite on the website. They are the crooked ones the conmen not me .Despite that they admitted in the letter that terms and conditions of are wtitten deliberately to be vague and the more vague the term thats the one that will take precedence can u believe that? the harder it is to be specific that's the one that matters and that it will be open to interpretation.also saying no casinos give bonuses without limits ..what rubbish!!!. this is a person who works at or owns this casino or whatever and hes trying to feed me this rubbish like im an idiot and a child...manyy casinos do ini fact give and some have given more than this ten tines over so that's more rubbish....the fact is another crime is false, misleading and misrepresented advertising.. false information displayed on but now disputed as a withdrawal is requested.i can go on and on but theres no space So .for me ,its simple, i was given a birthday bonus and completed it and all requirements needed i did properly and when finished i had a balance of 2552 euros which as advertised by the casino has "NO CONDITIONS" and "IS FULLY WITHDRAWABLE" You cannot get more clear and simple than that.but .the casino however despite trying to create doubt and confusion about the bonus and making it up in reference to online casino protocols, policies and practices are trying very hard to complicate the matter when in fact if you break it down to brass tacks its very simple.I received a bonus... played within the conditions...WON then tried to withdraw.. made a withdrawal request..it was denied....and here i am.I usually wouldn't bother but this type of thing needs to be addressed and exposed because its s crime snd is tantamount to theft and fraud by the casino.... people love excitement and the happy joy feeling when winning its the only reason we play ...it must fun and exciting and there must be a level of comfort snd relaxation when playing in knowing we WIll get paid if we win and these people at this casino are killing that for players... they have removed the entire gambling experience and made it into a dark nervous insecure experience filled with anxiety worry and apprehension that come with doubt about whether we have done the ten thousand stupid I little things that the casino requires to get paid...its daunting and players shouldn't have to endure this when request ing our winnings. Me being a player whos been around the world to lots of of casinos,for them to take away from players the joy of gambling and winning is not right and essentially thats what they do with all the BS restrictions etc this is why im doing this so they cant continue doing it to others they have no right to take that away.The worst is that this has happened numerous time's before and what do the authorities and regulators do because its just business as usual for them no reprimand no punishment..nothing except a licrnce to continue..Im filing a complaint anyway but one almost knows the outcome so where does it all end and where does any player get justice. anyway that's my sitiation.if you could consult with them just as a matter of formality as required to make a complaint i would be most appreciative and if u require anything fro. me please don't hesitate hesitate to ask.just to add they say i can withdraw the 50 Euros if i want but first i must Make a deposit of 50 Euros then can i withdraw the 100 euros together 50 deposit 50 winnings and wait seven to ten days to receive the it via bank transfer....have you ever heard something so ridiculous in all your life, i mean its pathetic,i must give them 50 extra so i can wait 10 days to get it back from them..i laugh .I am writing a final attempt to the casino as we speak to try get resolve before i send to the commission a full official complaint .At first i asked and offered them a deal i would be happy with just half the amount 1250 euros in an attempt to say to the casino " look lets meet halfway" a compromise and a sacrifice from each of us? i will still accept that now should they agree.If you can get them to this point provided its fully cashable with no drposit required and no other strings .attached ill accept, notwithstanding any failure to compromise I Will be forced to go ahead.
  .thank you for your time and apologies its so long.
  i await your response as i can only file upon receiving your reply.I I trust in you.thank you again.
  
  regards

  Richard.
  ps the casino is: SPINTROPOLIS
  my casino username there Is GHOSTPOP
  you have my email. address.

ATTACHED ARE THE LETTER FROM THE CASINO AND THEIR REASONS NOT TO PAY ME AND THR BIRTHDAY BONUS AS DISPLAYED ON THE WEBSITE.

Hi ghostpop,

Thanks for your detailed explanation and the screenshots. We're going to double check on their T&C again and notify the casino rep. We'll keep you posted. 

ok thank you!

The claim is around the maximum cashout allowed on free no deposit bonus.

The player Ghostpop claimed the birthday bonus at the casino. The Promotion Terms and Conditions states:

• €10 free bonus will be issued to players accounts with less than €10 in their balance at the start of the day.
• Free spins will be issued for play in a variety of Betsoft games.
• Cash bonus will be issued to players who have made at least 1 deposit before start of the day.
• Rewards can be issued only via customer support.
• €10 bonus is subject to 60 times wagering.
• Free Spin balance is subject to 45 times wagering requirement before a withdrawal can be made.
• Cash Bonus has no conditions and is fully withdrawable.
• General Bonus T&C apply.

https://www.spintropolis.com/birthdaypromo/?lang=en

The birthday promo is made up of 3 bonuses as follows:

1.    10 Euro free no deposit bonus with x60 wagering requirement.

2.    Free spins with 45x wagering

3.    Cash Bonus with no conditions and fully withdrawable, however, can only be issued to players who have made at least 1 deposit before the start of the day.

Ghostpop had not made a deposit before the start of the day and therefore, technically he was not eligible for a Cash Bonus.

In this case, Ghostpop was given a total of 10 Euro free bonus with a wagering requirement of 600 Euro, another 10 Euro bonus with 0 wagers and free spins. These free bonuses were given all at once.

Please note that only a CASH Bonus is withdrawable and has no conditions, which in this case is the 10 euro with 0 wagering requirement. 

The player had used all of the bonuses he received, played and won.  The Maximum cashout was implemented based on winnings derived from the bonus.

9.2. If you win from a Free No Deposit Bonus the maximum you can cashout is €50. Any amount over the maximum cashout will be automatically removed upon cashout. Please note that if you have had no active deposits within the last 45 days you must reactivate your account by depositing €50 and you can cashout a €100 (€50 winnings + €50 deposit).

The maximum cashout allowed was placed in player’s account and can be withdrawn once he made a deposit of 50 Euro at his casino account.

First off this link 

https://www.spintropolis.com/birthdaypromo/?lang=en

was not originally displayed as its shown here.nevertheless it does not matter as the reference is  clearly dislayed Euro10 cash is "FULLY WITHDRAWABLE" and "HAS NO CONDITIONS." With lack of any other specific reference to the birthday bonus i think these specific and unmistakable industry terms sum it up. the bonus money was only available on betsoft games and the cash on any game but regardless of this because I had a big win wagering was easy to complete anyway.As for the deposit it clearly states a deposit before the start of the day.. well I have made a deposit before the start of the day albeit a long time ago.it says before the start not on the day.So that is met ,wagering is met and as for depositing euro 50 to get the winnings i will be more than happy to do that provided im doing it for my winnings and not just 50 as the feel like it.

Then regarding the 3 birthday bonuses given as one-this clearly can be seen as being done  deliberately in an attempt to sabotage any big wins anyine may have leaving the casino open to dispute the win by doing exactly what they doing in this case . Something that should be addresser.If they going to give bonuses under these conditions deliberately then we have serious issues to address.

I had made several diminished offers in an attempt to compromise with the casino but there is absolutely no willingness or even attempt by them to even listen to any offer no willingness to meet halfway -the attitude is no payout at all costs I think that speaks volumes for itself as well as a long history of this type of behaviour.The casinos are always scrutinizing the T and C's to find fine print to use as a reason not to pay, how come when a player has presented it as clear as stated by the casino on the front page of their website should it be any different?

I've presented my case and I think its very precise detailed and clear."NO CONDITIONS" " and " FULLY WITHDRAWSBLE".

you  can't get more clear than that.The rest is an attrmpt by the casino to simply confuse the issue to cast uncertainty over the validity of my claim and their fo paux at not properly addressing yhis particular bonus..but if broken down  simplifed as it would be in s legal matter, facts are facts- its open and shut. 

I must add it doesn't inspire much confidence ehrm reading previous claims of others.There qre authorities, watchdogs, commissions and other independent entities all watching over tjis industry yet players s still have very little leeway in terms of recourse in such situations even though most of the time the player is right in his claim.its very sad yhat cadinos get to get away with non payment so often for stupid reasons yey there's  never a problem when they taking deposit after deposit after deposit.

ghostpop.

Att: Melissa

Thank you for your efforts they are appreciated and not to impube your good work,I have to move forward on this matter.I have done nothing but scrutinize Terms and conditions over the last couple 9f weeks, SPINTROPOLIS'S IN PARTICULAR and coincidentally being a man of words I think I have laid out pretty simply and succinctly what had transpired at SPINTROPOLIS casino refarfing the non paynent of my withdraw al fromy birthday bonus.Im not going to rehash but I met spl term's regarding the bonus ,The terms used to specify tjis particular bonus on the website itself are as clear as day Now the point is this even if the casino intended the words to mean SOMETHING different or perhaps  DIDN'T word it exactly right whatever the case may be... IT states what it states clearly under the birthday bonus section of the Promotion banner on yhe website proper: 10 EUROS CASH BONUS WITH "NO CONDITIONS" AND "IS FULLY WITHDRAWABLE" is very specific and clear and in this industry are serious terms used everyday they are indisputable and are the only specific reference to the birthday bonus.theres is no referring to it in the grneral  T AND C s.

Casinos more than often refer to fine print as laid out in their term's and conditions,often well hidden as they know people don't really read everything, and they use these terms to not payout citing to the poor player getting screwed "sorry its in the T &C s which u agreed to ehrn registering" Why should it not apply both ways in yjis case thr player ,me citing their own terms to them ,and its not fine print it as bold ad it comes Spintropolis casino are simply trying to create confusion ad they know yhry haven't covered properly regarding tje bday bonus snd now its cost them so yhry str creating a fig of confusions trying to generalise yjings etc etc.yhey use s different reason each correspondence and its nonsense.Ill refer s few examples at the end of this.Even if they msfe sn error im usinh yhe actual wording as it reads to back my claim likd they yhe casinos do sll yje Time.Tjid casino has a long history of shsfting players out of winnings.does that not say anything.and the unwilling ness yo pay is strong and steadfast as ive mafe more yhsn numerous attempts to reach a compromise dropping from 2552 euro to 340 ruros as settlement snd yhe refuse all of it.I met all requirements ,i was not informed sbout all this ridiculousness regarding limits etc until 3 dsys after making the withdrawal request ,not on the day i was issued the bonus via live chat ,but some days later and no mention of the limits by yhe agent at all.The way the terms are worded i complied.They are desetate to find anything in their favour snd its not there.I dont do this at all.Ive been drnied before but legitimately i guess and i dont go to these lengths to  beg for winnings.but this is commonplace with this casino and I hope to reach a few people alongbthe way and bring awareness about such deplorable practice snd I firmly believe in my case as correct and fair and i csnnot sit back and do nothing while being mocked swindled made a food of and basically robbed and smile while i say thank you. If ever sn example can be made its now.Ive tried vehemently to compromise with them the will not even consider or try even for s tiny fraction of what The owe thats how greedy they are and its showd s the true nature of yhrir casino and itts shoes complete lack of goodwill.lack of appreciation for players and thr attitude of no pay at all costs.I have prepared a detailed complaint for gaming- curacao against yhrm ready to be filed and lodged now.I will accept 500 Euros cash fully withdrawable in my account today with no strings at all attached for withdrawal or to play on or both( that would be my balance which  i had remaining and would completely forgoe my entire 2000 euro withdrawal ...so i wouldnt see any of the 2K anyway) I have made so many attempts to reach a compromise and  they fall on  deaf ears they not intetested .yhey want to give me 50 euros for which i must deposit 50 just to get 50.i dont accept..even if we were to go to yhe botyom of the barrel there were 3 bonuses each should be 50 so that's 150 already not 50.and the fact yhat these 3 bonuses were given to me at once doesn't make the 10 cash bonus a limited bonus limited.The fact that they are  given together knowingly and no mention of yhe limit's or details surrounding the bonus is spoken by yhe agent suggests its deliberate so it can be used as an excuse noy to pay.I know you are busy and ive exhausted all efforts directly.If you can secure this final request of mine from them i woll accept.I dont think there is room for discussion the facts  are clear im compromised beyond what i should and Time is running along.So I will file today an official complaint if all else fails as in tje interest of moving forward I cannot sit on it too long.thank you!

please refer to the next post for examples

Hi ghostpop,

We have read the Birthday Terms and it is clearly stated that: Cash bonus will be issued to players who have made at least 1 deposit before start of the day.

As the casino rep stated: Ghostpop had not made a deposit before the start of the day and therefore, technically he was not eligible for a Cash Bonus.

You got free bonuses that have a max cashout. I think it is pretty much clear that Cash Bonus has no conditions and is fully withdrawable, however you were not eligible for this bonus therefore you couldn't withdraw the whole amount you won. 

Dear Richard

In your case, we will be dealing with matters concerning the terms and condition and what happens when a player received a bonus. It is well known in the industry that bonuses are very popular incentives for attracting potential clients, but they also seriously distort the play of probabilities, such that there are no bonuses that do not have "strings attached" as describes in the casino terms and conditions.

In interpreting them, we strive to take the minimalist position. The T&Cs say what they say. And in situations where possible readings exist, the most conservative reading, in other words, the one that adds the least unspoken understandings to the texts, is taken as being the truest. After all, in situations of doubt, one can always ask for guidance and the staff will readily supply it. So, there is no need to read interpretations into them.

The casino promotions and bonuses have terms and conditions that stipulate the dos and don’ts when it comes to offers and promotions. Once you start studying  T&C, you will learn all about wagering requirements you must meet to clear your winnings, eligible casino games, maximum allowed bets as well as a period of time you have to use up your bonus and turn it into withdrawable cash. You will also find out what you must not do if you want to make the most of your bonus, like claiming two offers at the same time or trying to clear your bonus before you have completed the playthrough.

We understand that you received a birthday bonus and you were informed that there is a maximum cashout. In addition, you also informed that you need to make a deposit of 50 Euro to verify your account.

The Birthday Bonus is part of the casino promotion.  We saw you took a screenshot of the birthday promo but literally had ignored the terms and conditions at the bottom of the page which contains all the important information and conditions of your play.

To help you understand here is the Birthday Bonus Terms and Conditions:

Terms and Conditions:

€10 free bonus will be issued to players accounts with less than €10 in their balance at the start of the day.
Free spins will be issued for play in a variety of Betsoft games.
Cash bonus will be issued to players who have made at least 1 deposit before start of the day.
Rewards can be issued only via customer support.
€10 bonus is subject to 60 times wagering.
Free Spin balance is subject to 45 times wagering requirement before a withdrawal can be made.
Cash Bonus has no conditions and is fully withdrawable.
General Bonus T&C apply.
https://www.spintropolis.com/ birthdaypromo/?lang=en
We must note that you have not made a single deposit at the start of the day when you claimed your birthday bonuses and you have also used your Cash Bonus to play alongside with the 10free bonus and the free spins which are all considered as Free No Deposit Bonus.

The maximum cashout and allowable withdrawals for any bonuses are stipulated on the General Terms and Conditions of the casino.

9.2. If you win from a Free No Deposit Bonus the maximum you can cashout is €50. Any amount over the maximum cashout will be automatically removed upon cashout. Please note that if you have had no active deposits within the last 45 days you must reactivate your account by depositing €50 and you can cashout a €100 (€50 winnings + €50 deposit).

Here we are talking about the free bonuses. The free bonus term is obvious, and I don't know about free bonuses with unlimited winnings, do you? Further, Bonus money is virtual money that cannot be withdrawn except for the Cash Bonus.

Still, it is like you come to the supermarket and try a free sample of cheese, and because the free sample is not tasting good, you are demanding to get a whole cheese for free.

We understand that you are unhappy with the maximum cashout allowed, however, these are under the terms and conditions of the casino.

In conclusion, the casino has applied the correct terms and conditions when you’ve been informed that you have a max winning on your withdrawal.  The allowable cash out is available on your account and can be withdrawn once you deposited the required verification amount and provided the necessary documents to complete the KYC on your account.

If you require further clarifications, please do not hesitate to respond directly to this email.

Regards

Spintropolis Casino

www.spintropolis.com

here is a letter fron SPINTROPOLIS just look at all this non sensical jargon.i refer to this

bonuses are very popular incentives for attracting potential clients, but they also seriously distort the play of probabilities, such that there are no bonuses that do not have "strings attached" as describes in the casino terms and conditions.

In interpreting them, we strive to take the minimalist position. The T&Cs say what they say. And in situations where possible readings exist, the most conservative reading, in other words, the one that adds the least unspoken understandings to the texts, is taken as being the truest. After all, in situations of doubt, one can always ask for guidance and the staff will readily supply it. So, there is no need to read interpretations into them.

1)i mean what does it mean what are they saying ..take the minimimslust position?MEANING

2)the t and cs say what yheu say? MEANING

3) in situations where possible readings exist, the most conservative reading, in other words, the one that adds the least unspoken understandings to the texts, is taken as being the truest.REALLY REALLY ARE U SERIOUS WHAT IS THE MEANING?

.4) After all, in situations of doubt, one can always ask for guidance and the staff will readily supply it. So, there is no need to read interpretations into them.

the chat agents did not mention one aspect regarding limit restrictions or withdrawal limits not before the bonus or while issuing it.i asked the other day what gaming commission they fall under i did not receive the simple one word answers required...so the staff  guidance issue is rubbish.they are dismissive vague facetious non responsive.and non informative sns sonewhat secret snd deceptive. 

Yes there are casinos with no deposit no limit bonuses no withdrawal limit.i will not duvulgr them on here but should it br necessary i will say who slyjough its not relevant 

as for yhis "The casino promotions and bonuses have terms and conditions that stipulate the dos and don’ts when it comes to offers and promotions. Once you start studying T&C, you will learn all about wagering requirements you must meet to clear your winnings, eligible casino games, maximum allowed bets as well as a period of time you have to use up your bonus and turn it into withdrawable cash. You will also find out what you must not do if you want to make the most of your bonus, like claiming two offers at the same time or trying to clear your bonus before you have completed the playthrough." abdolute cague general salad of rubbish. 

I did have s drpisit before the day slveit long ago , I was noy informed of any  lkmits until after a withdrawal request was made ..  badicslly u csn sed if you read closely  the nonsense thry try ing yo create confusion modt of it doesn't make sense ....

this is the sstandard reply i get noe for all correspondence

Hello Richard,

As we have explained previously, we have dealt with your issue.

We understand you do not accept this outcome, however, these are under the terms and conditions of the casino.

We wish you all the best in the future.

Kind regards,

Spintropolis Casino 

thank u .......

i am now exhausted

i

The 3 bonuses were issued together Now if you tead closely correcyly it states a depodit must be nafe BEFORE ghe start of the day (birthday day) I have deposited st yge cadino before.rvrn though it was long ago im still s depositing player whi has msfe a deposit before.It doesn't say anything when yhat deposit needs to hsvr neen made all it says is yhat it must be bdfore yhe dtart of the day  anc it wsd befire yhat day.its their mistske in mot wording it correctly even if hhey meant that thats not ehats written.Im referring yo wrotten words like they do.yhey must accept yhst yhe tetms sre not clearly snf concisely written yhat is noy my fault but as its written i have s depisit before.And second ly 3 bonuses were issued yhats 50 a piece ...u vsnt give 3 bonuses and advertise yhem ad yhree but yhe share yhe cadhout of50 euros instaed of 50 each.uts ambiguous snd yhe cadino is therefore uding it yo yhrir advantage deliberatly.yhey are sll sides if yhe fence and its not fair snd its not right...u csnt hsvr it boyh ways.I woklf sccrpy 250 ig ygey would  . is yfay not fair for yhrm snf little old me . cone on yhats not readon enough ..ive pointed out msby errors snd yhey gonna get off on yhst lityle issues which is very much debatesble anyway ....

Also if i wad noy rlugible for ghe cadh bonus i should noy habe been givrn ig in thr first place ...no cadino gives a bonus if yhe player id not elihible.thstd number one....bumber two...i wad eligible snd i was given yhe bonus . .number yhree ...my einnings from cash snd binus money can be cslculsted wyute easily .. thry dont gey eipe everything out because of hhr depisit yjing in hhe before ghr daym..its clearly more complicated yhan yhat anf I've presented far more a apt case than they have and its get thrown out cos  of yhat lithle deposit issue which isnt rven confiemed becsuse i do hsbe s drpisit...thats 8s unaccrptsble tay means they can di dhsyrver yhey like and you guts are asdisting vy not actually taking note if yhe facts and inconsodtencief and errors yhat 8 am bringing 8nyo light....its ttime players got dome backing

Also if i was not eligible for the cash bonus i should not habe been given it in the first place ...no casino gives a bonus if the player is not eligible.no casino wouldvand we all know how they di t budge on this topic thats number  one.... number two...i was eligible and i was given the bonus therefore its valid  you cannot invalidate Fter the fact. .number three ...my winnings from cash snd bonus money can be calculated quite easily and seperated out .. they dont get to wipe everything out because of the deposit thing ie: no dep  in the before the day thing ..its clearly more complicated than that to day the least and I've presented a far more credible case more apt with more facts and fewer errors...they havent presented enough and you cannot void snd nullify my claim becsuse of one stupid invalid claim cos i did have a deposit before the day even if it was long ago ..as the wording is not entirely clear by yhe fault not mine technically i qualify.Its nonsense casinos can reference such technicalities and be justified in their actions it must work both ways  my case cannot  bbe dismissedb iveshown more than they have and its get thrown out cos  of that lithle deposit issue which isnt rven confirmed becsuse i do have a drpisit...thats us unaccrptsble thAt means they can do whatever they like and you guys are assisting by not actually taking note of the facts and inconsistencies and erroram bringing to light....its ttime players got some backing.By agreeing with the cadino Everytime yhey will continue.they are wrong at least 5jis time the6 ate wrong snd should be called our on it..I will escalate my complaint 5obthr next level if I cannot get  resolce here Im very disappointed whuch has its consequences too.I teally feel abandoned as it cant be any clearer and ive made alot of effort 5o put in context. 

...

I must once again clarify valid points I have in my case that are detailed and correct according to the T and C s as they are worded by SPINTROPOLIS CASINO. They are not supposed to be interpreted,terms are usually very distinct and direct and are so written to avoid any  ambiguity or doubt as to their instruction.I am beyond the point of granting slack with regards to allowing this to be done to me.If the casinos cannot correctly word and sentence the terms the errors left are of no ones fault but thiers.Casinos screw people out of payments everday citing these carefully crafted and cleverly worded Terms as reason for breaching and I am simply referencing them but for my point instead not the. casinos.They have used several excuses now to blame for the rejected withdrawal.first it was cos i took the bonuses together ,but that's how they gave it without informing me of any limits etc,then it was free bonus had max payout but I  have pointed out ,which u have agreed upon above that one is a cash bonus fully withdrawable with no conditions so that's that out the way , now its because i didnt make a deposit.Having met wagering,correct balance in.my account,games allowed max bet etc i met all required .... now its the deposit issue.Well let me explain. this part again.

As written clearly under the terms of the birthday bonus on the website is:

Cash bonus will be issued to players who have made at least 1 deposit before start of the day.

Right firstly: its obvious whoever wrote these terms wasnt particularly super fluent in english and has left gaping holes for interpretation ..their fault not my problem.terms are not there to be discussed or open to iinterpretation .You say the casino rep is stating I didn't make a deposit before the start of day and that i wasnt entitled to the 10 cash.and that's now the latest basis for non payment.Let me point out how this casino has ducked and dived from one excuse to the next desperately trying to find a reason to justify this wrongdoing and its getting pathetic and now they are reaching because its a ridiculous excuse in the first place but nevermind that If you read the words properly. Cash bonus will be issued to players who have made at least 1 deposit before start of the day. 

ONE DEPOSIT ✔️

BEFORE (not on yhe day or after but BEFORE) ✔️-- there is no reference whatsoever as to how long before it simply says before the start of the day.which would be beforeb00:00 midnight that early day...so therefore my deposit albeit ages ago does in fact adhere to that term  without question. therefore eligible

The thing im trying to point out is that even if its meant to say something other than what it says terms are terms not to be interpreted and any incorrect wording cannot be laid on my shoulders as fault of mine and then i m to be told " sorry its in the t and cs   but it supoosed to mean this or that " and accept this.no can do.They said it best in their email to me"THE T AND CS SAY  WHAT THEY SAY" and they say what ive pointed out in refuting every excuse they have got for not paying.In that email posted on.my first post as attachment they go on further after this sentence to  say:(refer to bottom for the quoted paragraph which im referencing here) we strivee......minimalust position...and .. blah blah.. the one with the least unspocken understandings are as taken trueist....they said it themselves if its not absolutely clear then the vaguest part of the term will apply / be trueist ie deposit before the start of the day. which although i have met that condition (technically i have)  i noticed you said the rep stated that "technically "I didnt qualify for the cash bonus but in actual fact the technicality belongs to me because i did did qualify i am eligible on that point- technically.!

I have metuculously ,methodically,chronologically, dispelled each and every excuse the casino has had for rejecting my withdrawal. they have no cone back othrr than to say to say the,y arevfinished with me and dealt with it already which they havent cos ive disputed every single term and condition and shown that ive met them all and on a technicality the drpodit issue as  well ive goid reasons to get paid out and they shown none for not paying out.Now its very disturbing that no one seems to notice anything although im being quite vocal And factual about what's happened.I m not in any way saying anything negative about you or LCB but i thought you were here for us players and having presented so much and in detail with total and complete validity ,and the casino responding with absolutely nothing yet  you seemed to completel side vwith  the casino although there's nothing there justifiable enough.Ive had my situation perused by some friends aquantences etc some with legal and accounting and gambling and business backgrounds and ii have notbgot a single doubtful drop of feedback from anybody and im very much confused by  your last reply.May i ask that you please read everything again and try and see the casinos desperate run around ,vague and sometimes no response s .no valid disputable facts and the rubbish they wrote to me contradicting themselves and an attrmpt ag confusing me to say the least.there are 3 things that show it boldly ...A) if the bonus is not cashable with no conditions then thats falae advertising which is s crime

B) Not giving instructions or informing me in  live chat while issuing the bonus in triplicate knowing that one is cash and the others just bonuses could be  seen as deliberate so that in the event of winnings a  no  deposit limit can be claimed by the casino. every bonus from every casino i get they are quite stern in making sure i know the conditions before I play...dont think that's legal either,its just plain deceit snd deception 

and C)If i wasnt eligible they should not have given  bonus it in the first place...it states that the bonus must be claimed fro  live chat so the agent ..  he could have checked if didn't deposit that day( if that was correct to be as it was but isnt) and hhetefore could have denied it on the spot while explaining terms of the 3 bonuses.... none of this occured he just gave it. .....can u not see the type i am dealing with ...couple all this with bad attutde, long history of shafting players,complete unwillingness to pay or even negotiate a settlement,no  compromise,failure to correspond, ridiculous terms and bonus condition s and limits which normally would nake it impossible to win, the lies ie';: telling me i was informed etc when proof in the chat will show i was not informed, and the mental health shuffling and confused nonsense wtritten to me in an attempt to confuse me and justify themselves ..to cover up what they know is all a result if their error ..in wtiting terms and issuing the bonus...not any fault of mine but they won't acknowledged any if this.I would like you you please if u have a little time to jyst reread what ive presented and weigh it against yhe casinos excuses.its fact its chronologically correct its as objective as i can be and  Would you tell me if you can get them to settle or not .I have prepared a full complaint for the commision and i decided to try LCB and see what woukd happen.Credibility up to now I seem to have over estimated I hope to be wrong about yhat.Im disturbed a little at the fact that you could bot see the validity in MY case and sided with the casino so quickly so easily.I shall await your response regsrding settlement in the mean time I wiill arbitrate via Ask gamblers pogg and Cm . presenting pretty much the same as here.but i will be filing officially at complaints@gaming-curacao. anc if permitted i will cc in UKGC , Malta , Gibraltar etc commissions.If I cannot get a result fron them I do intend to seek legal assistance at my own expense and I am pending my future online gaming on the final outcome. Disturbed because if I cannot bring this to light and people cannot see that this type of stuff happens then I will have to give up online gambling completely  and forever... that's how much i believe in my case and how right it is and how wrong the casinos action is.thanks again for your time and thank you for at least agreeing the simplest issues that the bonus is fully withdrawalable no conditions.I believe a reread  may open your eyes to the truth here 

In interpreting them, we strive to take the minimalist position. The T&Cs say what they say. And in situations where possible readings exist, the most conservative reading, in other words, the one that adds the least unspoken understandings to the texts, is taken as being the truest. After all, in situations of doubt, one can always ask for guidance and the staff will readily supply it. So, there is no need to read interpretations into them.

Hi again Melissa

Two things about your reply from the rep.Firstly I am eligible I have a deposit before  the start of the day,even though  its long  ago its still  a deposit  and it's still BEFORE the day.✅

Secondly, if I wasn't eligible or entitled to the bonus  I should not have been issued with it.the casino specifically says that the bonus  must be requested from an agent on live chat which I did.That agent should have informed me then and there that I was not eligible and we could have argued it then.you cannot issue  a bonus and then after I've won turn around and say "oh sorry you weren't eligible no winnings  for you"

It doesn't work like that.Every bonus i receive from any casino us checked to make sure I am.rligible ,casi is are very strict on that and there very rarely flexible in giving a bonus to someone who is not eligible.Another thing is the agent not only issued the bonus to.me he attached it to a no deposit bonus when he knows one is a cash bonus therefore he knows there will be a dispute if I won but does it anyway and finally the agent did not say a single word to me regarding the bonus restrictions cadhout or any other limits.

I'm not sure if you read my last post s but I have pretty  much disputed everything  and every lousy excuse this casino has tried to use.Ive been objective honest and factual and done my best to lay it out chronologically, methodically and as detailed as possible.Ive made sense in everything I say ,and I'm clear and direct not that the salad waffle nonsense the casino is trying to spin. Terms and conditions are the backbone of the casinos  and they refer to them often and the are written very specifically with no room for interpretation  they say what they mean and they mean what they say

It is not the players fault if they are poorly written  and not spe ific enough that is casinos fault and I  this case they have erred and not covered themselves as the sneakily would have liked and now it reads in my favour unfortunately. If they can reference  so can I.They have messed up their wording in this case regarding this bonus and also in displaying  the terms for it on the website  ,these things fo happen from time to time and they should take responsibility  for that and not punish me by removing MY winnings cos of THEIR mistakes.

They cannot claim something other in their T and C s other than what is written ....otherwise they just make it up as they go along.Technically or not I have done all required and met spl requirements  technically or not for this bonus.Its time they took responsibility,manned up ,do the rightbtjjng which is payout and learn from this and correct their errors.If nobody does  anything it will happen over and over.why do players not get the backing they deserve.like the casinos do...its not like we every deny them a deposit no sir.Pkease would you read it all over again and just try see that what I've said is true here and I've successfully disputed all their nonsense reasons.,they are wrong and should admit it like adults like we all do when we mess up.Its not even an amount of money that would even put a dent in their bank  balance its nothing for them. I am not accepting this as the more I reiterate everything the clearer it becomes to me how they are trying desperately to screw me out my winnings.I respectfully ask.you to take this back to the rep and point out my points regarding the deposit before the day issue  highlighting the erroneous wording of the particular term which technically qualifies me and also the fact I shouldn't have been issued it and that u cant issue and then say afterwards I dont qualify...that's  wrong and they specifically  ask you to request  the bonus on live chat  so these things  are dealt with at the correct time.every casino makes sure u eligible  before  issuing  a bonus  and they also provide all the details about limits etc before

...none of this happened  here.

I WOULD LIKE TO MOVE FORWARD ON THIS SOON ...I WILL AWAIT RESPONSE FROM YOU FROM THE CASINO. ....BUT IM READY TO GO NEXT STEP WITH THE COMMISSION  AND WILL.BE FOING SO AT THE END OF THE  DAY  TODAY.they have requested I try my best to getvresplvevfrom tha casino. ..which I've done they wont even.listen and aldo a third party like you,aslgamblers and C M.Thanks again for your time...hopefully you can show them what's clear and they grow up and accept responsibility.I am not in the wrong ,not this time.

Thank you.

Hi ghostpop,

Your post are so long that I get lost, to be honest. 

I read the answers from the casino and it is pretty much clear to me what they say. 

deposit made before the start of the day - I understand it as a recent deposit. 

However, I also understood that you were not issued a Cash bonus since you didn't meet this criterion. Did they give you this bonus? It often happens that chat agents do not check the account and they issue bonuses. 

OK IM GOING TO EDIT YHE ABOVE POST PKEASE JUST IGNORE THE ABOVE COTRECT 0IST TO FOOLOW SOON

APOLOGIES FOR THE

MESS

Hi ghostpop,

Your post are so long that I get lost, to be honest. 

I read the answers from the casino and it is pretty much clear to me what they say. 

deposit made before the start of the day - I understand it as a recent deposit. 

However, I also understood that you were not issued a Cash bonus since you didn't meet this criterion. Did they give you this bonus? It often happens that chat agents do not check the account and they issue bonuses. 
 
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Replied by
ghostpop
at November 27, 2020, 03:02:36
Sr.Newbie37
online
Hello Melissa

Yes I was issued both the cash and bonus 10 euros and began with a 20 euro balance..Yes   I do apoligise for the lengthy post s Im sure its quite daunting to read.The reason is Im trying so hard to get my point across in as much detail and in chronological order but also trying to keep it as simple as possible so its clear to make out and understand. what happens is I will sometimes recall a detail I forgot to mention eatlier then I would rehash the situation adding this detail and so I can be repetitive at times...but i don't mind because to be honest the more I read over my writing the clearere it gets even to me..but apologies nevertheless.

To answer you, Yes I was issued the 10 euros Cash.Let me say this.. I have met all the requirements for this bonus from being instructed to get it direct from live chat which i did to meeting  wagering required  to  correct games ,played and  in time,max bet allowed adhered to etc...you name it i met them  all and the casino has used several different excuses for non payment of my winnings changing 3 or  4 times.and i have clearly and logically and simply disputed each one and proved they made the errors or that i did qualify and i was eligible. The only thing is now their latest attempt for a reason  which they now saying is that i wasn't eligible to get got the cash as i had not made a deposit before the start of the day. so having everything else in order and  myself qualified in eligibile for it all. this is now how i must present my point on this deposit issue.

firstly the term states::" bonus will be issued to player s who have made at least  1 deposit BEFORD start of the day."

So : I understand in your position you do daily business with the reps and probably have a personal or business or both relationships with themm.and the nature of your job seeing and reading all these complaint s everyday...i can see why you would see it as a recent deposit required.And maybe the casino intended it to mean "recent deposit"  when they derived theses terms before approving them and signing off on them as good enough  to uphold the business before launching to the public as an 'operating open for business casino'.

However thats not what is written nowhere does it say a "recent deposit" and nowhere does it say"on the actual day" what it does say is  "at least one deposit "✔️ which i have made BEFORE the start of yhat day.✔️

And although the  deposit is way long ago its still a deposit ✔️and still made BEFORE THE  the day ✔️.... nowhere does it state either how long before the day it must beit just says  "before " the day which technically could be Anytime before the day.

so as ive met all the requirements and still been denied the winnings even though there arev quite a few that i met but the casino is focusing on onr thing and desperately trying to find just one excuse that i cannot dispute!!!as i have all the others ... Because this deposit term was vaguely written and is not specific in its descrpition of intent..  then TECHNICALLY i have met the requirement regarding this deposit because as its written (. which is not my fault but the casinos fault for not being more specific, )I am going to have to claim TECHNICALITY on this point if i have to.but technicality or not i ve qualified and you and the rep casino whoever wants to can assume it means" recent "deposit and perhaps that's what it was  supposed to say.but the bottom line here is and truth is thats not what it  ACTUALLY DOES SAY. and becsuse they trying so hard to find an excuse not to payout -I will. claim it on technicality that I qualify which if taken in to a court room would be broken  down as ive expained and ruled i my favour as its left itself open to vague intetpretation and allowedme to be eligible cos of poorly written wording. 

Let's face it onlines casino do this type of thing all the time looking for fine print that disqualify s a player so they dont have to pay or they intentionally all write terms ambiguous ly or terms specific in making a player deliberately breach so they don't have to pay.Why shouldn't it be allowed for me as a player it works both ways and I'm sure they never anticipated one or two words to open up so much debate but here we are.

And finally just to add.YmThe terms And conditions these casinos have are so detailed and intricate in some cases like atbSPIntropolis are so ridiculous in  nature that its almost impossible to do anything without breaking the terms and they make sure they cover themselves at every single angle  snd this way they hold control.Terms and conditions are detailed and specific and are not open for discussion most of the time so unfortunately they made a  mistake is a mistake they must accept and technically since i met all requirementss.It doesn't matter what they meant or intended ,to say ,as a fact,its what is written on the site and off the site that counts but officially its what they have written that matters... assumptions, speculation ,whatever all that is irrelevant and i think ive made it clear that they are in error here and the rifht thing to do  is to pay me out  in full and .learn from this it . amend what must be changed and we all move on.this shouldn't be allowed to be upheld they should be made to pay if not then exposed for what they are which if they wont pay clearly makes them conmen .and it should be stopped and them blacklisted ....or they can pay me , accept like adults their own mistakes ,and like professional business people not punish me the player for it.it..eould be best for them to.take responsibility for  errors ,admit it- pay me out,anf make necessary amendments after and in so doing gain credibility for being fair and honest as well as holding plenty of goodwill and receiving positive publicity all round ... instead of focusing on punishing me the player ,who's  done everythinghing required yet they are still trying to  shaft me its win win for them for me for everybody and they actually will gain positivity in image that will go up a long way and probably earn them more in time.more than it's gonna cost to pay me out i mean 2500 euro to a casino is nothing its not even a pinprick in the coffers of all their millions and billion's yet to a players who dont win often its some money in and in todays pandemic and the crap going on in the world its can do so much for them and their families why make such an effort and put so much energy into  trying to not payout when it wont even get noticed on their Bank balance ...its greed and bad selfish natured people dishonest and deceitful who would do Thai l have lots to do in the day i take care of my mother who has no immmune system and trying to hold my business together as the economy has crashed, and a whole host of other daily chores cleaning laundry chopping cooking etc  at he end of the day when it's quite i gamble a bit and now I'm spending valuable time i don't actually have fighting to get some winnings when for 30 years ive lost so much at many casinos and never a word is disputed about the money ive put in.Its all wrong but i have made my case with the points in order and ducks in a row and if i csnnot get justice with this situsttion and my presented case then there's something sinister and seriously wrong in tnis industry.my last point is, when receiving a bonus at a casino...they are quite strict ie: they dont give bonuses if you not eligible.if you ate they give it to you and make sure you know cash out limits and restrictions etc.Having specifically been told to get yhe bonus from live chat i did at no point EVER did he mention cash out limit nor did he say im not eligible for the cash and went ahead and issued it to me.after specially being sent to a live agent to get the bonus he shoukd have denied at that pojnt if not eligibleand explained why...but he did nothing but issue the bonus wish me luck and went awsy

.YOU CAN NOT ISSUE A BONUS AND ONCE A PLAYER WINS 2500 EUROS FROM IT TURN AROUND AND SAY TO HIM " SORRY U DIDN'T QUALIFY, YOU NOT ELIGIBLE,  SORRY NO WINNINGS FOR YOU"....YOU CANT DO THAT ESPECIALLY WHEN HE IS ELIGIBLE AND. DID QUALIFY.

i have received the go ahead from gaming Curacao to file my official complaint having received an email yesterday from them to day is good to go Im all set.But as  you seem to be a little interested and are enquiring further by asking me if they issued they cash bonus yo me...i will await your response .pethaps you can teach these people finally.

. thanks for your help.

and again apologies for the length.

d

 PS:

A blind eye should not be turned here neither.can it be ruled upon by what people think its meant to say. The terms say what they say.they mean what they say and they say what they mean.

I suggest you check future posts after this one to see my reasoning fo my claim.You have it completely wrong.Your specific term pertaining to the birthday bonus on your website says

:"  BONUS WILL BE ISSUE TO PLAYERS WHO HAVE MADE AT LEAST 1 DEPOSIT BEFORE START OF DAY" 

Now can speculate, translate, interpret, assume and guess all you like  at what it means..but terms are not there for assumptions and guesswork they describe actions and process pertaining to business offers.Like you've explained to LCB it refers to a recent deposit, well the truth is IT DOES NOT refer to a recent deposit because nowhere anywhere does it say "recent deposit." In fact what it does say is 1 deposit BEFORE the start of the day ...that means anytime before the start of the day and there is no reference whatsoever to how long before the day would qualify therefore it could be anytime as it does not specify how long before...its meaning also clearly states "BEFORE"  the start of the day. it does not say ON THE DAY.I have one deposit .although its along time ago .its still a deposit and its still  before the day its a qualifying deposit according to this term.I have consulted unofficially and legally on this issue and  if it were to be analyzed broken down to basic form  the wording. or rather poor wording. of this term would qualify me without doubt. Its a badly written term and its loose and vague and non specific.As you've told the LCB and Melissa that I did not qualify for the cash bonus of 10 euro, you were wrong in that I DO qualify and secondly I was most certainly YES issued the bonus by your agent on chat who made no reference to any limits or restrictions and I had 20 + plus balance when i started playing.. So TECHNICALLY I AM ELIGIBLE FOR THIS BONUS AND SUCH i WAS ISSUED IT.MY ENTIRE CLAIM IS COMPLETELY JUSTIFIED. I HAVE DISPUTED EVERY NEW REASON YOU TRY COME UP WITH FOR NON PAYMENT I DISPUTE THEM ALL LOGICALLY TRUTHFULLY AND CORRECTLY. YOU SHOULD READ FURTHER POSTS TO CLARIFY IF YOU UNSURE. i AM AWAITING LCB FINAL WORD FROM YOU AS IVE EXHAUSTED ALL EFFORTS TO RESOLVE THIS AND I AM GOING AHEAD WITH AN OFFICIAL COMPLAINT. IF I CANNOT GET RESOL;VE.THANK YOU.

Hi Melissa

I am going ro file an official complaint with Gaming-Curacao >IIn my last post I explained to you the reasoning behind my disputing of the latest attemopted reason to not payout from SPINTROPOLIS casino regharding a deposit before the day. I notice you wrote that you understand it to be a recent deposit and to be honest I dont know how you came to that as there is absolutey no reference whatsoever that says it must be arecent deeposit. andyet you seem to stillside with the casinos explaination. these rterms as they display them cannot be made up as wem go along nor can the assumed to be something other tha whats written and as this one is written theres no reference anywhere that would make anybody understand it as " a recent deposit " Iit can only read as a deposit anytime  as its non specifuc , its only specification is  1 deposit BEFORE the start og the day which ive have made , long ago but neverthrelessits one depsoit and its before the day......theres nothing else to change whats written and nothing to complicate it ,it s that simpleand it doesnt matter or is not relevant what anybody assumesit to mean or what its is actually supposed to mean...if uts erroniously written thats not my problem and its very simple. I would like tolmowif you have taken this back tothem andif anything regarding thier position has changed as im exhausted fighting this dead end battleand would like togoforwardin this endevour as it dont feel any measure pf progress and my effoorts feel futile..please advise.

thank you

Hi ghostpop,

We've asked the casino rep to clarify on the promo, when the actual deposit should be made and why you were credited 10euri cash as well if you were not entitled to it. 

Hope we'll get the answers soon. 

If you filed a complaint to their licensor please also keep us posted, we'd like to hear their opinion on this case.

The promotions terms are very clear.  

Cash bonus will be issued to players who have made at least 1 deposit before start of the day.

Start of the day means on the day a player is claiming the birthday bonus. Ghostpop sole deposit was made on 13/07/2018. This cannot be considered as a deposit on the start of the day.  His account has been inactive for many many months.

The support agent made an error by adding all the 3 birthday bonuses.  As we said technically he is not eligible for a cash bonus.

We do strive to offer players the most accurate information possible however, where conflicting information is given by our operators which contradicts this agreement then this agreement will take precedence. Hence, any issue will ultimately be resolved using the information in this agreement.

If we look at the contested terms which says Cash Bonus has no conditions and is fully withdrawable.  - This refers to only the cash bonus itself which can be withdrawn. The player has the option to withdraw and cashout the 10Euro, however, if the player used it to play then the General Bonus Terms and Conditions apply.

Again, here are the terms and conditions for clarity.

Terms and Conditions:
• €10 free bonus will be issued to players accounts with less than €10 in their balance at the start of the day.
• Free spins will be issued for play in a variety of Betsoft games.
• Cash bonus will be issued to players who have made at least 1 deposit before start of the day.
• Rewards can be issued only via customer support.
• €10 bonus is subject to 60 times wagering.
• Free Spin balance is subject to 45 times wagering requirement before a withdrawal can be made.
• Cash Bonus has no conditions and is fully withdrawable.
• General Bonus T&C apply.

When Ghostpop commenced his gameplay he has active wagering on the account which eliminates the cash bonus. Thus all of his winnings are derived from a FREE NO DEPOSIT BONUS.

Unfortunately terms are written to specificy conditions, in this case bonus condotions.Im not sure what language you speak because terms and conditions are very specific and not ambiguous and open for debate.Your term "1  deposit before the start of day" means exactly what it says "BEFORE" the start, nowhere does it mention a deposit on the day ,ypu cannot write a term and then claim it has a different meaning nor can claim to assume what it means..if a deposit on the day wss required it should have read "a player must make at least one deposit on the day" not before the day both these sentences mean completely different things.so  Technically as I have done this i do qualify for the cash bonus as my deposit albeit long ago is BEFORE yhe day.Secondly your agent when issuing the bonus made no reference whatsoever to any limits regarding cash out etc couple this with the fact that he did issue the bonus and did not  deny it because i was not eligible, which if competent enough he should have done,im sorry but u cannot issue a bonus and once ive won from it then turn  around and say sorry you not eligible ,even though ii am eligible, and take all the winnings away. u just cant do that its too late.thirdly i completed all wagering as i had a big win early when i started to play which made clearling all wagering easy..also you issue the bonus together at once without giving any option to the players ,knowing full well that one is cash and the other are bonus with limits.you cannot combine them under under one roof and limit payout.this can be seen as deliberate sabotage of the winnings because you advertise ( falsely ) on your site" no conditiobs,fully withdrawable" yet youve rigged the bonus by tying them  to a no deposit limited bonus intentionally so uou can limit thr payout. that could be seen as serious malpractice,/, misconduct. and even if the were joined any idiot can separate the money won between the two..cos cash bonus can be used on any game and i won on chocoreels a game not covered by the no deposit bonus.so that's as beasy as it is...as for the agent issuing the bonus by mistake and you not being able to write clearly and proprrly your terms ,well that is not my problem it is yours .an error for which you must now take responsibility for and payout .its your mistake why should I pay for it..As you have now offered a whole myriad of excuses and reasons why you dont want to pay and had me logically and reasonably dispute each one and the obvious confusion you trying to cast on the issue in the hope of covering your mistakes only shows your intentions of not wanting to pay a winning player at any cost.its deplorable conduct and i don't let anybody infringe on my dignity and this has been a master attempt at doing that.That said I will now be persuing an official with the licensor complaint and pending that outcome if unsuccessful will seek whatever other avenues of resolve i can until justice prevails.thank you..

hi Melissa

Officiail complaint has been sent and lodged with [email protected] shall keep you posted as requested once I have a result.

Thanks for your  time spent on this matter.

take care

regards

ghostpop