SpinBetter Casino - El bono del jugador se ha calculado incorrectamente.

The problem is that, at SpinBetter Casino, the terms and conditions of the first deposit bonus state that I can receive 100% of my first deposit up to a maximum of ARS 152,530. So, I decided to deposit ARS 147,194.58, and I should have received a first deposit bonus of ARS 147,194.58, obviously, but I only received a bonus of ARS 31,000. I have attached images of the terms and conditions of the first deposit bonus, and I also attach proof of the bonus received and the deposit made.

El problema resulta en que, en el casino SpinBetter, en los terminos y condiciones del bono por primer depósito dice que puedo recibir el monto del 100% de mi primer deposito HASTA 152.530 ARS como tope. Entonces me decido a depositar 147.194,58 ARS, debiendo obtener un bono por primer depósito de 147.194,58 ARS obviamente, pero solo recibí un bono por 31.000 ARS. Adjunto imagenes de los terminos y condiciones del bono del primer deposito, y tambien adjunto pruebas del bono recibido, y del deposito realizado.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation, may I kindly ask you a few clarifying questions:

• How did you activate the bonus? Did you select it during your deposit, receive it automatically, or activate it using a code?
• Could you please send me the link to the bonus offer you were expecting to receive?
• Would you be able to share a screenshot of your bonus history showing the bonuses you activated?
• Have you already started playing with the bonus you received?
• Have you contacted the casino’s customer support after realizing that a different bonus was credited than the one you expected?

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

Best regards,

Veronika

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Thank you for your patience, and stay safe.

Hello Veronika,

Of course! Below, I'll answer each of the questions you asked:

How did you activate the bonus?

First, I created my SpinBetter account and verified it by activating my email and mobile number, receiving a verification code via both methods. Then, I filled out my personal information and ID details. Once I had all my personal information correct, I went to the PROMOS section, where I read about the "Sports Welcome Package" bonus. I found a button that said "Get Bonus," clicked it, and deposited the aforementioned amount. It's worth noting that I read the bonus terms in full, so I decided to complete everything first and, after considering it a good bonus, proceeded to make the deposit.

Could you send me the link to the bonus offer you were hoping to receive?

Of course, the link is: https://spinbetter.com/es/bonus/rules/1st.

Could you share a screenshot of your bonus history showing the bonuses you've activated?

I haven't found a bonus history as such on the page, but I've attached a screenshot of my transaction history, which mentions what's related to the bonus.

Have you already started playing with the bonus you received?

No, and here is a relevant aspect that I detail below.

Have you contacted casino customer service after realizing you've been credited with a different bonus than you expected?

As I mentioned earlier, there's an important point I want to clarify, one that caused me great dissatisfaction. The casino didn't respect the bonus terms and conditions they had established. I decided to contact SpinBetter support and, after a long wait, received a response that the bonus had been credited for 31,000 ARS. I responded that, although it had indeed been credited, it wasn't what I expected or what was promised in their terms and conditions. After double-checking the information, they decided to remove the bonus and, furthermore, prohibit me from participating in any bonuses, both sports and casino/slot related, arguing that they didn't need to provide explanations and, simply put, that they were doing what they wanted.

This was the worst part of my mouth, as not only did they fail to respect their own terms and conditions, but they also failed to compensate me for a mistake they made. Furthermore, the treatment I received from support was extremely poor, even though I never disrespected them or asked for anything I wasn't entitled to.

Given the circumstances, the steps that occurred, and the way the casino handled the situation, I feel scammed by clear false advertising. If I don't receive any compensation, I would like people to be aware of my case so they can be wary of this casino, which, in my opinion, engages in fraudulent and deceptive practices.

I appreciate your attention and look forward to a prompt response.

Kind regards,

Luke.

Hola Veronika,

Claro! a continuación, respondo a cada una de las preguntas que me has planteado:

¿Cómo activaste el bono?

Primero, creé mi cuenta en SpinBetter y la verifiqué activando mi correo electrónico y mi número de celular, recibiendo un código de verificación por ambos medios. Luego, completé mi información personal y los datos de mi documento de identidad. Una vez que tuve todos los datos personales al 100%, fui a la sección de PROMOS, donde leí sobre el bono "Paquete de bienvenida deportivo". Encontré un botón que decía "obtener bono", hice clic en él y deposité el monto previamente mencionado. Cabe resaltar que leí los términos del bono en su totalidad, por lo que decidí completar todo primero y, tras considerar que era un buen bono, procedí a realizar el depósito.

¿Podrías enviarme el enlace a la oferta de bonificación que esperabas recibir?

Por supuesto, el enlace es: https://spinbetter.com/es/bonus/rules/1st.

¿Podrías compartir una captura de pantalla de tu historial de bonificaciones que muestre las bonificaciones que activaste?

No he encontrado un historial de bonificaciones como tal en la página, pero adjunto una captura de pantalla de mi historial de transacciones, donde se menciona lo relacionado con el bono.

¿Ya empezaste a jugar con el bono que recibiste?

No, y aquí hay un aspecto relevante que detallo a continuación.

¿Te has puesto en contacto con el servicio de atención al cliente del casino tras darte cuenta de que te han acreditado un bono diferente al que esperabas?

Como mencioné anteriormente, hay un punto importante que quiero aclarar, el cual me causó gran descontento. El casino no respetó los términos y condiciones del bono que ellos mismos establecieron. Decidí comunicarme con el soporte de SpinBetter y, tras una larga espera, recibí la respuesta de que el bono había sido acreditado por 31,000 ARS. Respondí que, aunque efectivamente había sido acreditado, no era lo que esperaba ni lo que se prometió en sus términos y condiciones. Tras verificar nuevamente la información, decidieron eliminarme el bono y, además, prohibirme toda participación en bonos, tanto deportivos como de casino/slot, argumentando que no necesitaban dar explicaciones y que, en pocas palabras, hacían lo que querían.

Esto fue lo que más mal sabor de boca me dejó, ya que no solo no respetaron sus propios términos y condiciones, sino que tampoco me recompensaron por un error que fue de su parte. Además, el trato recibido por parte del soporte fue muy deficiente, a pesar de que en ningún momento falté al respeto ni pedí algo que no me correspondiera.

Dadas las circunstancias, los pasos que ocurrieron y la forma en que el casino manejó la situación, me siento estafado por una clara publicidad engañosa. Si no recibo algún tipo de compensación, me gustaría que la gente conozca mi caso para que tenga cuidado con este casino, que, a mi entender, tiene prácticas fraudulentas y engañosas.

Agradezco tu atención y quedo a la espera de una pronta respuesta.

Saludos cordiales,

Lucas.

Thank you for your patience throughout the complaint process.

Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting. This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

Moreover, it's important to note that each casino has its own unique bonus policy and reward system. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply.

If you're unable to activate any type of bonus, there is likely a specific reason for it. However, we do not investigate these reasons further, and we cannot compel casinos to provide specific bonuses to you.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint. We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.