Glitchspin Casino - El jugador solicita un reembolso debido a un problema con su cuenta.

hello there today I played on a glitch spin casino and I deposited Fr.20 and I was made by a deposit match of 100% and 75 free spins. I played my 75 free spins and I also activated my deposit match so all in all I had €47 altogether with both bonus activated €7 from the free spins with the 45 times wage of requirement which is €350 and a €40 deposit and they were 40 times away which is 1600 I was praying and I reached €229 and then all of a sudden I completed the deposit awkwardly and all of a sudden it showed that I completed my deposit match which is €1600 before my free spins wage between €315 it don’t make sense. how did I complete the higher number before the lower number? So what did they said that I remove that account? So I had to weigh on my free spins and then all of a sudden I finish my free spins and free spin raging and they took €172 out of my account they said it was from the free spins wage in the max limit. I find this unfair because I thought the money was tight to the deposit match bonus cause that was much longer and it was €1600 and it took a long time to complete. How did I finish the one? Did I finish the 1600 before the €315 weighing it don’t make no sense and why was all my money tied up in the free spins weighing why wasn’t it distributed with my deposit match and my real available balance? It was all added to my free spins and the other thing I was missing some real funds as well when I was playing I would like a full refund on my missing €172 and I would rate this casino for out of 10 because they added my money order the free spins when I had deposit match and I had a real balance so they could add it onto that ad to Frisbees cause they wanna cut it off and how did I complete my deposit of €600 before the €315 it don’t make sense. I need a full refund or I will take this to the higher ups and I will take it to the casino. to the casino representatives or anything anything I need my refund because they don’t make no sense if they can explain it to me if they can explain how did I raise you the 1600 before the €315 I would gladly just finish the complete but other than that it don’t make no sense. How did I finish my €1600 wage before my €315 we doing it? Don’t make sense in that last party I was just left the €350 weighing from the free spins so it don’t make no sense. I should be completing the free spins first which is €315 and then I could complete the €1600 wage doing that makes sense but I’m finishing the higher before the lower they don’t make no sense so I would like a full refund please

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

1. Could you please send me a link or a screenshot of the bonus you activated and played with?
2. Do I understand correctly that the issue is that the casino inaccurately capped your winnings?
3. Additionally, could you please clarify whether you were utilizing multiple bonuses simultaneously?

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

Best regards

Attila

Dear Neddyyy16,

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.

Yes Gello yes I have a screen shot as shown it shows it says credited 80 chf however that was my balance at tge tine and it changes every time tge casino intern have data and files including my play why was it merged into one balance

I’d like an explanation and a refund please abd yes alk bonuses were active simultaneously and together they credited abd added into a single balance

Hello Neddyyy16,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Okay sure thing looking forward to her response thanks

Dear Neddyyy16, thank you for your response. Do I understand correctly that the bonus has been activated without your request?

Additionally, could you please attach a screenshot of your bonus history?

Thank you in advance for your reply.

Yes as stated before the wagering was distributed unfairly and I want a refund thank you and they intentionley left me with the free spins at the last second and added it all together i want a refund

They added everything ti the free spins i want a refund thanjs as they didn’t add the balance sepreatly they added it together and forced the wagering ti the free spins instead of the other bonuse or real balance

Dear Neddyyy16, thank you for your response.

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period.

Thank you in advance for your reply.

Okay jow do I ask them for it what do I say so I send them an email

Consistently bothering them about the excel file I give up I told them and they said you can just view it in your history. They did not allow me the chance to get an excel file. I give up. You can ask them if you can. They’re probably listen to you, but I’ve took her some screenshots on my game history and I’ve uploaded them on here uploaded the conversation we had that they refused to give me an excel file.

Dear Neddyyy16,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Neddyyy16,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Glitchspin Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Glitchspin Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on how the bonus wagering was calculated and applied, as well as a clear explanation of how the different bonuses were processed and why the player’s balance was adjusted accordingly.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello there Samuel nice to meet you and hopefully this issue gets resolved and refunded thanjs for taking your time to keep in contact with me

Dear Samuel,

We have successfully provided all the details and evidence regarding this case. Please let us know if you require any further information or additional documentation from our side.

Best regards,

Glitch Spin Casino Team.

Hello everyone,

thank you, Glitch Spin Casino Team, for your response and for providing the details via email, as well as for participating directly in this complaint thread. I have replied to your email with a few follow-up questions to clarify certain aspects, and I will wait for your response there.

Dear Neddyyy16,

thank you for your message. For now, I kindly ask for your patience while we continue reviewing the case with the casino.

To help me better understand what happened from your perspective, could you please clarify a few points:

• Can you describe exactly how you activated the bonuses? (e.g. did you use a promo code, or were they activated automatically after your deposit?)
• At the time of playing, did you see one combined balance or separate balances for different bonuses?
• Do you recall if both bonuses (free spins and deposit bonus) were active at the same time while you were playing?
• When your balance was reduced, did you receive any message or explanation from the casino about why the amount was deducted?

These details will help me compare your experience with the information provided by the casino.

Thank you in advance for your cooperation.

Dear Neddyyy16,

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.

Yes hello there I used a promo code i received via email and activated the bonus and it worked and the bonuses were different on the bonus page but they were all combined the funds from the deposit match free spins and real bonuses was combined into one balance and yes both bonuses were active while I was playing and no I haven’t recieved anything telling me it was reduced

i want my refund to my balance in the casino or via here to my bank

kind regards

Nedak Hassan

Hello everyone,

Dear Neddyyy16, thank you for your reply and for clarifying how the bonus was activated and used.

To be able to properly assess this case, I will need to review the exact bonus offer and the conditions under which it was provided. Therefore, I kindly ask you to forward the email where you received the promo code, including all instructions and terms related to the bonus. Without this information, I’m unfortunately not able to continue with the investigation or compare your experience with the casino’s explanation. Please upload it here in the thread or send it to my email.

I will wait for your response.

The email that I recieved expired I tried to find it but it’s been so long I scrolled down and it stopped me at 20/03/2026 thats when it can’t go past that email but I’m pretty sure all there bonuses have the same requirment no different fir example this one I found in my inbox

im pretty sure all their bonuses have the same terms and condition

Hello everyone,

thank you for the updates.

Dear Glitch Spin Casino Team,

as the player is unfortunately no longer able to access the original promotional email, could you please clarify the exact bonus conditions related to the promo code used in this case and explain how these conditions were specifically applied to the player’s gameplay and balance?

In particular, it would be helpful to clarify:

• whether multiple bonuses were active simultaneously,
• how the combined balance system worked in this case,
• and what exact rule or mechanism led to the balance reduction disputed by the player.

This clarification will help me properly assess whether the bonus terms were applied correctly and transparently in this particular situation.

Thank you in advance for your cooperation.

Dear Samuel,

We have successfully provided all the details and evidence regarding this case. Please let us know if you require any further information or additional documentation from our side.

Best regards,

Glitch Spin Casino Team.

Hello everyone,

Dear Glitch Spin Casino Team,

thank you for the additional clarification and documentation provided. I have already responded to you via email with a few further questions and requests for clarification that are still relevant for the proper assessment of this case.

Dear Neddyyy16,

thank you for your patience and for providing the additional screenshot and context from your side. At this stage, I still need a bit more time to clarify several remaining details with the casino before I can reach a final conclusion regarding the disputed balance reduction and the application of the bonus terms.

I kindly ask for your continued patience while I complete the review.

Dear Samuel,

We have successfully provided all the details and evidence regarding this case. Please let us know if you require any further information or additional documentation from our side.

Best regards,

Glitch Spin Casino Team.

Hello everyone,

thank you both for your continued cooperation in this case.

Dear Neddyyy16,

after reviewing the additional information and retrospective promotional materials provided by the casino, I would like to summarize the current situation as clearly as possible before reaching my final conclusion.

The casino has now provided me with a screenshot of the original promotion that was activated on your account. Based on this material, the promotion itself reportedly stated that the maximum winnings from the free spins part of the offer were limited to 50 EUR (or the equivalent in your currency).

At the same time, the casino explained that in your specific case they ultimately decided to apply their General Bonus Terms instead, specifically Rule 12:

"Withdrawal of winnings from cash bonuses is limited to 5x the deposit amount. Withdrawal of winnings from free spins bonuses is limited to 3x the deposit amount. This limitation applies to all bonus types."

According to the gameplay history and explanation provided to me, the sequence of events was the following:

• you first played using your real money balance, which was lost,
• afterwards you played through the bonus wagering phase, during which the bonus balance was also fully consumed according to the wagering requirements,
• and only afterwards did the remaining value originate exclusively from the free spins winnings.

In other words, the wagering process was fully completed on both real money and bonus funds, and the only remaining active source of funds was the free spins outcome. Because of this, the casino classified the resulting balance under the free spins winnings category, meaning the 3× deposit maximum win rule was applied.

Since your deposit was 20 CHF, the maximum withdrawable amount under Rule 12 became 60 CHF.

The casino also acknowledged that their system initially released only 50 CHF, which appears to have happened due to the promotional email stating a 50 EUR maximum win from free spins. However, they subsequently applied the more favorable General Bonus Terms and adjusted the result by crediting the additional 10 CHF, bringing the total to the full 60 CHF limit.

After reviewing the available evidence and explanations, I do not see sufficient grounds to challenge the casino’s interpretation of the applicable bonus limitation in this specific case, especially considering that the final applied rule resulted in a more favourable outcome than the promotional cap itself.

For these reasons, I am proceeding with closing this complaint as Rejected.

For future reference, I would strongly recommend paying close attention to the full bonus terms and conditions before accepting and playing any promotional offer, especially in cases involving free spins and combined bonus structures, as different layers of rules (such as max win limits and general bonus clauses) can apply simultaneously and affect the final withdrawable amount.

Thank you both for your cooperation throughout the case.

Samuel

Casino Guru