SpinCity Casino - El jugador se siente engañado y solicita el reembolso del depósito.

Good morning,

I played at Spin City casino.

I got a bonus of 50 free spins with a wager of 45 and a maximum withdrawal amount of PLN 500.

I won a few hundred zlotys. I didn't withdraw them, only after converting them to real money, I lit it again. I won 3 thousand and it showed that in order to withdraw the funds I had to make a bet for over 3 thousand zlotys. I contacted their employees, who said that in order for me to withdraw the funds I had to make bets for over 3 thousand and then I would be able to withdraw the funds. I made a total of twice the required threshold of bets, once for over 3 thousand, then for over 4 thousand zlotys. The employee informed me that I could withdraw the funds. I didn't receive them. 4100 zlotys was written off and the amount of 500 zlotys remained in the account, when I wanted to withdraw even though the 500 zlotys showed that I had to make bets for over 8 thousand. So I didn't withdraw that either...

I feel cheated because the employees misled me. Now I have nothing... I don't want this winnings, I just wanted them to return my entire deposit because their employees misled me. I asked about the withdrawal and was not informed how to do it.

Please help

Dzień dobry, 

Grałam w Spin City casino. 

Dostałam bonus 50 darmowych spinów z zakładem 45 i maksymalna kwota do wypłaty 500 zł. 

Wygrałam kilka set złotych. Nie wypłaciłam ich tylko po przekesiegowaniu w pieniądze realne, zapalam ponownie. Wygrałam 3tys i pokazywało że aby wypłacić środki muszę zrobić zakładowa za ponad 3tys zł. Skontaktowałam się ze ich pracownikami, którzy powiedzieli że abym mogla wypłacić środki muszę zrobić tych zakładowa za ponad 3 tys a potem będę mogła wypłacić środki. Zrobiłam w sumę dwa razy wymagany próg zakładow, raz za ponad 3 tys potem za ponad 4 tys zł. Pracownicy poinformował że mogę wypłacić środki. Nie dostałam ich. 4100 zł zostało odpisane a kwota 500 zł została na koncie, kiedy chciałam wypłacić chociaż to 500 zł pokazywało że muszę zrobić zakładów za ponad 8 tys. Więc tego też nie wypłaciłam... 

Czuje się oszukana ponieważ pracownicy wprowadzili mnie w błąd. Teraz nie mam nic... nie chce tej wygranej, chciałam żeby zwrócili mi tylko cały depozyt, bo to ich pracownicy wprowadzili mnie w błąd. Dopytywałam o wypłatę i nie zostałam poinformowana jak to zrobić. 

Proszę o pomoc

Dear Damfin,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with SpinCity Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Was this your first bonus with this casino?
• Could you please send me a link to this bonus offer?
• Do I understand correctly that you currently do not have any balance left in your player's account?

Thank you very much in advance for your reply.

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good morning,

So currently my balance is 0.

After ordering a withdrawal of 4600.00zl, the amount of 4100zl was manually deducted from my account, and 500zl was not paid out but left in my account. When I tried to withdraw at least 500zl it showed that in order to withdraw funds without a commission I had to make bets for over 8 thousand zlotys.

So I had no choice, I couldn't withdraw them so I played to make the required amount of bets again and again. But this time I lost.

Yes, that was probably the first free bonus 50 FS Book of Dead PLN without deposit,

Dzień dobry,

Tak aktualnie moje saldo wynosi 0.

Po zleceniu wypłaty 4600,00zl, kwota 4100zl została odpisana ręcznie z mojego konta, a 500zl nie zostało wypłacone tylko pozstawione na moim koncie. Kiedy próbowałam wypłacić chociaż te 500zł pokazywało że aby wypłacić środki bez prowizji muszę zrobić zakładów za ponad 8 tys. złotych.

Więc nie miałam wyjścia, wypłacić ich nie mogłam więc grałam żeby robić wymagana kwotę zakładów poraz któryś. Ale tym razem przegrałam.

Tak to był chyba pierwszy bonus darmowy  50 FS Book of Dead zł bez depozytu,

They did not pay out the amount of PLN 4,600 even though I wrote to them several times what to do, no one wrote that I had to make at least one deposit to withdraw the funds. Everyone only wrote that in order to withdraw without a commission I had to make bets for the amount first over 3 thousand, then over 4 thousand. And I will be able to withdraw all the funds from the real account. Then when I submitted the application and the withdrawal, they did not pay out this amount because suddenly it was from bonuses and they left PLN 500 in the account which I could no longer withdraw because it showed that I had to make bets for over 8 thousand. This is one big fraud. Their employees wrote something else before and now they are constantly replying with one point from the regulations? Why did no one mention it when I asked?

I don't want these winnings, I want my entire deposit refund.

Nie wyplacili kwoty 4600 zł chociaż kilkukrotnie pisałam do Nich co mam zrobić, nikt nie pisała o tym że muszę dokonać chociaż jednej wpłaty aby wypłacić środki. Każdy tylko pisała że aby wypłacić bez prowizji mam dokonać zakładów za kwotę najpierw ponad 3tys potem ponad 4 tys. I bede mogla wyplacic wszystkie srodki z konta realnego.Potem jak Złożyłam wniosek i wypłatę nie wyplacilie tej kowy bo nagle że to z bonusów i zostawili 500zl na koncie których już nie mogłam wypłacić bo pokazywało że mam zrobić zakładów za ponad 8tys. To jest jeden wielkie oszustwo. Ich pracownicy wcześniej pisali co innego a teraz cały czas jednym punktem z regulaminu odpisują? Dlaczego nikt o tym nie wspomniał jak dopytywałam?

Nie chce tej wygranej, chce zwrot włożonego depozytu w całości.

This was the first and only no deposit free spins bonus.

I had some bonuses for deposits and games before.

To był pierwsz i jedyny bonus z darmowymi spinami bez depozytu.

Miałam wcześniej jakieś bonusy za wpłaty i gry.

Dear Damfin,

thank you for your messages and for your patience.

• Could you please provide all correspondence you have had with the casino regarding this particular issue? My email is katarina.d@casino.guru
• What do you mean that you could not withdraw your funds without a commission, please?
• Do I understand correctly that the initial wagering requirement of 45 was successfully finished?

Looking forward to your reply,

Katarina

Good day, unfortunately I don't have a history of the conversations. After the conversation ended I asked for it to be sent to me by email, but the casino never sent me such conversations.

Now when I go to my casino account I can't check anything.

I got 50 free spins with a bet of 45.

I played the game Book of Dead.

I won a certain amount of money which I played.

At one point I wanted to withdraw funds, their specialist said that I had to meet the required turnover threshold for a given amount.

I met the required threshold for over 3 thousand PLN. I ordered a withdrawal of 3500 PLN but I got a refusal (because after ordering the payment I played from the real account and in reality there was not 3500 PLN but 3450 PLN) so I tried to order a withdrawal of a smaller amount but it showed that I had to make bets for over 4 thousand... I met the required threshold again and then ordered a withdrawal of 4600 because that was how much was available on the real account

Dzień dobry, niestety nie mam historii rozmow. Po zakończeniu rozmowy prosiłamo wysłanie mi na maila, ale kasyno nigdy nie przesłało mi takich rozmow. 

Teraz jak wochdze na swoje konto w casynie nic nie mogę sprawdzić. 

Dostałam darmowe spiny 50 z zakładem 45. 

Grałam w grę Book of Dead.  

Wygrałam pewna kwotę, którą grałam. 

W pewnym momencie chciałam wypłacić środki, ich spracjalista powiedział że muszę zrobić wymagany próg obrotów za dana kwotę. 

Zrobiłam ten wymagany próg za ponad 3 tys zł. Zleciłam wypłatę 3500 zł ale dostałam odmowę (dlatego że po zleceniu zapłaty zagrałam i z konta realnego zeszla kasa i realnie nie było 3500zl tylko 3450zl) więc probowalalam zlecić wypłatę mniejszej kwoty ale pokazywało że muszę zrobić zakładów za ponad 4tys... zrobiłam wymagany próg ponownie, i zleciłam wtedy wypłatę kwoty 4600 bo tyle było dostępne na realnym koncie 

However, they did not pay out the amount of PLN 4,600, they wrote off PLN 4,100.00 saying it was from the bonus, and left PLN 500 on my account, where when I tried to withdraw it showed that I had to place bets for over PLN 8,000.

The day before, when I tried to withdraw 3500 PLN, no one wrote L that it was from the bonus. When I asked, no one said anything, everyone just wrote that I had to make these for bets for a given amount.

Jednak kwoty 4600 zł nie wyplacili, odpisali 4100,00 że to z bonusu, a 500zl zostawili na moim koncie gdzie przy próbie wypłaty pokazało że mam zrobić zakładów za ponad 8 tys złotych. 

Dzień wcześniej jak próbowałam wypłacić 3500 zł, nikt nie pisał L, że to z bonusu. Jak dopytywałam też nikt nic nie mówił, wszyscy tylko pisali ze muszę zrobić te za kłady za dana kwotę.

I sent the conversation history to your email

Przesłałam na maila historię rozmów

Dear Damfin,

thank you for your messages and for your patience.

I have received your emails and read through the conversations you had with casino.

• Could you please send me the link for this particular bonus you have played?
• Do I understand correctly that you were not asked to pass the KYC verification process?
• Are you able to withdraw the remaining balance from your account after the casino deduction?

Looking forward to your reply.

Katarina

Good morning Katarina,

Unfortunately I don't have a bonus link. It was a bonus from them.

No, there was no verification process.

After the casino wrote off the amount of PLN 4,100.00, there was PLN 500.00 left on my account, which I could not withdraw because the information popped up that I had to place a bet for over PLN 8,000.

Dzień dobry Katarina,

Niestety nie mam linka z bonusem. Był to bonus od nich.

Nie, nie było żadnego procesu weryfikacji.

Po odpisaniu przez kasyno kwoty 4100,00 na moim koncie zostało 500,00 zł których nie mogłam wypłacić bo wyskakiwała informacja ze musze zrobić zakładowa za ponad 8tys. złotych.

So I tried to meet the casino's required (for the umpteenth time) betting threshold, but it didn't work out that time. Before trying to withdraw, I met the required threshold several times and they still didn't pay out, although when I asked they said that after meeting the required threshold I would be able to withdraw.

Why didn't they make a copy the day before, when I tried to withdraw 3500 PLN, when I asked why the withdrawal didn't go through, they didn't mention that it was from the bonus, they didn't write anything back... They just said that I didn't have that much money in my real account...

That's why I feel cheated, I asked when I will be able to withdraw, what should I do

I only received an answer that I had to meet the required betting threshold.

Więc próbowałam zrobić wymagany (poraz któryś) przez kasyno próg zakładów, ale tam razem się nie udało. Przed próbą wypłaty zrobiłam wymagany prog kilka razy a i tak nie wyplacicli, chciaz gdy dopytywałam powiedzieli że po spełnieniu wymaganego progu będę mogła wypłacić.

Dlaczego odpisu nie zrobili dzień wcześniej, kiedy próbowałam wyplacic 3500 zł jak zapytałam czemu wypłata nie doszła do skutku nic nie wspomnieli że to z bonusu, nic nie odpisali... Tylko powiedzieli że nie miałam tyle środków na koncie realnym...

Dlatego czuje się oszukana, dopytywałam kiedy będę mogła wyplacic, co mam zrobić

Dostałam tylko odpowiedź że mam zrobić wymagany prog zakładów.

I contacted a lawyer and wanted an address from them to start a case - they don't provide such data, they don't provide names, they don't provide which court they are subordinate to, they don't provide either...

I don't want this win - I want my deposit back in full and I don't want to have anything to do with them anymore... They treat people like idiots. Employees write what I have to do to withdraw and then when you do it all you can forget about the money because suddenly it's from a bonus and they can't withdraw it....

pranikiem się kontaktowałam chciałam od nich adres do założenia sprawy - nie podają takich danych, nazwisk też nie podają, pod jakie sąd podlegają tez nie podają...

Nie chce tej wygranej - chce zwrot wpłaconego do nich depozytu w całości i już nie chce mieć z nimi nic wspólnego... Robią z ludzi idiotów. Pracownicy piszą co mam zrobić żeby wyplacic po czym jak to wszystko wykonasz to możesz zapomnieć o pieniądzach bo nagle że to z bonusu i jednak nie mogą wypłacić....

Dear Damfin,

thank you for your message and for the information provided.

Are you able to access your game history log, please? Could you please send it to my email katarina.d@casino.guru?

Looking forward to your reply.

Katarina

Good morning,

I sent the file in pdf format to your email. Best regards

Dzień dobry,

Podesłałam plik w formie pdf na maila. Pozdrawiam

Dear Damfin,

thank you for your message and for your email. My apologies for late reply, but I was on a sick leave and therefore could not respond.

Could you please provide further clarification regarding the disputed amount? I understand you are seeking a refund of your deposit. Could you please specify the deposit amount?

Looking forward to your reply,

Katarina

They did not pay me my winnings of PLN 4,600, even though I asked several times about the conditions that I must meet in order to withdraw the funds.

The day before I submitted a request for a withdrawal of PLN 3,500, I received a response that I do not have this amount on my real account because in fact I think there was PLN 150 on the bonus account. I did what they wrote, i.e. once again the minimum turnover threshold and the next day I requested a withdrawal of PLN 4,600, which I did not receive.

The total deposit was 2,700 PLN from what I remember.

Nie wyplacili mi wygranej 4.600 zł chociaż dopytywałam kilku krotnie o warunki jakie muszę spełniać aby wypłacić środki.

Dzień przed Złożyłam wniosek o wypłatę 3500 zł dostałam odposiwedz że na koncie realnym nie mam takiej kwoty bo faktycznie chyba 150zl było wtedy na koncie bonusowym. Zrobiłam to co pisali czyli kolejny raz minimalny prog obrotów i zleciłam następnego dnia wypłatę 4.600zl, której nie otrzymałam.

Łączny depozyt to kwota 2.700zl z tego co pamiętam.

Thank you very much, Damfin, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of SpinCity Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Sincerely,

Katarina

Good morning,

Katarina, I understand, I am waiting for contact from your colleague.

However, I won't deny that it takes an awfully long time.

If they ignore you what can I do about it? What can you do?

How can I get my money back?

They cheated me, first they tell me to place bets for a few thousand zlotys and then when I do it and don't lose, they don't want to pay the money anyway.

I am asking for help in solving the matter.

Dzień dobry,

Katarina, rozumiem czekam na kontakt od Twojego kolegi.

Jednak nie ukrywam, że strasznie długo to trwa.

Skoro ignorują Was to co moge zrobić w tej sprawie? Co wy możecie zrobić?

Jak moge odzyskać moje pieniądze.

Oszukali mnie, najpierw każą zrobić zakladów za kilka tysięcy złotych a potem jak człowiek zrobi i nie straci to i tak niechcą wypłacić pieniędzy.

Proszę o pomoc w rozwiązaniu sprawy.

Hello, Damfin,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

In the meantime, while we wait for the casino's response and clarification, can you please be more specific about what exactly you are expecting as a solution to your complaint?

To be honest, it is not completely clear. If I understand the situation correctly, you played with a no-deposit bonus, so without making a deposit to the casino, but you mentioned that you do not want the winnings, but you want your deposit(s) back, while there is a 0 balance on the account. So, what exactly does the disputed amount represent here? What do you expect the casino to refund?

I am afraid that if you think about a refund of your deposit(s) you made to the casino but lost legitimately by playing there, before using the no-deposit bonus, it will likely not be possible. Although there are circumstances under which casinos may refund used deposits to a user, it does not look like the case here, and we can probably discuss the bonus you used and the winnings you accumulated with it, and review the information you received from the casino CS.

However, of course, if I overlooked something important or essential, feel free to correct me.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the player's situation in more detail and substantiate your claims with relevant evidence and rules?

I recommend you also go through the communication between the user and the casino CS.

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru). It would be highly appreciated if you could also provide us with the user's full-fledged game logs and show your claims on particular examples/rows.

Thank you.

Good morning Branislav,

In general, I wanted to withdraw the amount of PLN 4,600 because according to the information from the casino employees. Who wrote several times that if I make the required turnover threshold I will be able to withdraw the entire amount from the real account.

The day before submitting the application for the withdrawal of PLN 4,600 I submitted an application for the withdrawal of PLN 3,500, then it was rejected (although I met the minimum turnover threshold). I contacted the casino, their employee wrote that the application was rejected because I had PLN 3,350 on my real account and PLN 150 on my bonus account (there was no information that I could not withdraw such an amount because it was from the bonus). I asked again what I had to do and once again I got the answer that I had to meet the minimum turnover threshold, which then jumped to over PLN 4,000.

So I did it and the next day I submitted a request for payment of 4,600 PLN.

Which was rejected...

For me, the disputed amount is PLN 4,600, but I wanted to meet their needs and get back the deposit I had previously paid in the amount of PLN 2,700.

Dzień dobry Branislav,

Ogólnie chciałam wyplacic kwotę 4600 zł bo zgodnie z informacjami pracowników kasyna. Którzy kilkukrotnie pisali, że jak zrobię wymagany prog obrotów będę mogła wyplacic całą kwotę z konta realnego.

Dzień przed złożeniem wniosku wypłatę kwoty 4600zl Złożyłam wniosek o wyplate kwoty 3500zl, wtedy zostal odrzucony (chociaz zrobilam minimalny prog obrotow). Skontaktowałam się z kasynem ich pracownik napisał że wniosek zostal odrzucony ponieważ na koncie realnym ma 3350 zł a 150 zł na bonusowym (nie było żadnej informacji że nie moge takiej kwoty wyplacic bo to z bonusu). Zapytałam ponownie co muszę zrobić i poraz kolejny dostalam odpowiedz że muszę wykonać minimalny prog obrotów, który wskoczył wtedy na ponad 4 tys zł.

Więc to zrobilam i następnego dnia Złożyłam wniosekno wypłatę kwoty 4600zl.

Który zostal odrzucony...

Dla mnie kwota sporna to 4600zl ale chciałam pójść im na rękę- i odzyskać depozyt który wcześniej wpłaciłam 2700zl.

Additionally, I contacted a lawyer, he wanted to file a case in court but Casino does not want to provide information about the court with jurisdiction to file a case, does not want to provide the names of the people I spoke with, they just told me to contact you.

Dodatkowo kontaktowałam się z prawnikiem, chciał założyć sprawę w sądzie ale Casyno nie chce podać jaki sąd jest właściwy do założenia sprawy, nie chce podać nazwisk osób z którymi rozmawiałam tylko kazali się kontaktować z Wami.

Dear Branislav,

We've sent you an email, and we'd appreciate it if you could check it. Thank you for your attention and participation.

Greetings all,

I am sorry for the delay.

Dear SpinCity Casino Team,

Thank you for your email and the information you provided.

Can you please look at my last email regarding the matter and provide the additional details?

Thank you.

Dear Damfin,

Thank you for the clarification. However, as I indicated above, I do not think the casino could refund all or any of your deposits, because they were simply lost/spent by playing at the casino. You enjoyed the casino's games and services, and entertained yourself, for which you paid. Basically, each user accepts the fact or takes the risk that they can lose their money by playing, without the option for a refund, by accepting the casino's Terms and Conditions during registration. Since you spent all your previous deposits by playing, there is nothing to refund if we are talking about your deposits, and the only available funds on your gaming account at SpinCity were the winnings from a no-deposit bonus or bonuses. Therefore, as was mentioned, I would like to focus on these winnings/balance on your account, and find out what you are actually eligible for.

After gathering the necessary information from the casino, I deduced what happened, but I asked the casino for more details to clarify it, because the situation and circumstances around your balance (real money/bonus balance) and bonuses are not completely clear.

Based on your game logs, it looks like after playing your 50 FS in Book of Dead and meeting the wagering requirements (although you could have seen your balance as real (withdrawable) money balance, the balance was higher than the maximum cashout limit you could have withdrawn, but the winnings were not capped, and you continued playing with partially invalid winnings/balance), unfortunately, there were other bonuses claimed/activated on your account, which caused "never-ending" wagering requirements - they were increased every time there was a new bonus. Under the given circumstances, you played as usual, but the bonus activations caused a new bonus balance, while your winnings were going to the bonus balance, which had to be wagered. If I understand it correctly, there were several further bonuses claimed/activated on your account during your play.

Therefore, in the meantime, while we are waiting for the casino's email with additional details and clarification, I have a few more questions for you:

• Are you aware of other bonuses activation on your account, and/or can you explain how these bonuses were activated?
• How did you see your balance in your account? Does the casino display only a general balance, or is it possible to find there, anywhere in your account, the information about how the balance is divided between real money balance and bonus balance?
• Provided that your account is still active and you can access it, can you please provide me with similar screenshots like this one (please see the screenshot below you shared with us earlier), but with more details for other bonuses after the 50 FS for Book of Dead? I would like to see the details as you shared for 50 FS (green), but for other bonuses (red ones, after opening the details). In addition, it looks like the screenshot was taken earlier than there were even other bonuses after 23/04/2025 19:48. Can you please send us screenshots of all bonuses and their details after the 50 FS for Book of Dead were claimed/activated?

Feel free to send it here (there is a limit for the maximum screenshots per 1 post, but you can divide it into as many posts as you need) or forward it to my email (branislav.b@casino.guru).

Thank you. Looking forward to hearing from you.

Good morning,

I had bonuses for making a deposit and from playing for some lucky jar or something similar it was called.

Dzień dobry,

Miałam bonusy za wpłatę depozytu i z gry za jakiś szczęśliwy słoik czy jakoś tak podobnie się to nazywało.

I understand about the deposit.

But I don't understand why they didn't pay me the 4,600 PLN I won.

Yes, while playing I can see how many funds I have in my real account and how many in my bonus account.

That's why I wrote to them what I should do to withdraw the money that is on the bonus account.

I received responses several times from the casino that I had to meet a minimum turnover threshold to deposit funds from the bonus account.

That first the funds will disappear from the real account, then from the bonus account and after reaching the minimum turnover threshold I will be able to withdraw the funds.

I did the same

First, I tried to withdraw an amount of PLN 3,500 (I think I had PLN 3,500 and a bit available at the time), I requested a withdrawal of PLN 3,500 and played with the remaining funds.

And then the funds left the real account and the bonus remained, which resulted in the application being rejected (insufficient funds in the real account)

The next day I wanted to order a withdrawal from my real account of approximately PLN 3,350, but I received an information that in order to withdraw the funds I had to meet the minimum turnover threshold of over PLN 4,000.

I contacted the casino again to find out why this situation was happening again - they explained that it was because of the bonuses and that in order to withdraw funds without commission I had to meet the minimum turnover threshold.

So I kept playing with the available 3 thousand, I made the minimum turnover threshold for over 4 thousand PLN and then I made sure how much money I had on my real account and ordered a withdrawal of 4600.00 PLN, but they cheated me...

The application was rejected, the amount of PLN 4,160 was manually deducted from my account, and they left PLN 500, which I could not withdraw because the information popped up that I had to meet the minimum turnover threshold, which jumped to over PLN 8,000.

And then I lost the 500 PLN because I had no other choice, I had to set the minimum turnover threshold again.

Rozumiem odnośnie depozytu.

Ale wygranej 4600 zł nie rozumiem dlaczego mi nie wypłacili.

Tak w momencie gry widze ile środków mam na koncie realnym a ile na bonusowym.

Dlatego też pisałam do nich co mam zrobić żeby wyplacic pieniadze które są na koncie bonusowym.

Dostałam odpowiedzi kilkukrotnie od kasyna że muszę zrobić minimalny prog obrotow aby wpłacić środki z konta bonusowego.

Że najpierw będą znikały środki z konta realnego, potem z bonusowego i po wykonaniu minimalnego progu obrotow będę mogła wyplacic środki.

Tak też zrobilam

Najpierw próbowałam wyplacic kwotę 3500zl (dostępnych chyba wtedy miałam 3500 zł z kawałkiem) zleciłam wyplate 3500zl a pozostałymi środkami zagrałam.

I wtedy właśnie zeszły srodki z konta realnego a bonusowe zostało co spodowdowalo odrzuceniem wniosku (nie wystarczająca ilość środków na koncie realnym)

Chciałam zlecić następnego dnia wypalate kwoty z konta realnego około 3350zl ale wyskakiwała informacja ze aby wyplacic srodki muszę dokonać minimalnego progu obrotow za kwotę ponad 4 tys złotych.

Skontaktowałam się ponownie z kasynem dlaczego taka sytuacja znowu ma miejsce - wytłumaczyli że to przez bonusy i że aby wyplacic srodki bez prowizji musze zrobić ten minimalny prog obrotow.

Więc grałam dalej dostępnymi 3tys zrobilam ten minimalny prog obrotow za ponad 4tys zł i wtedy upewniłam się ile mam środków na koncie realnym i zleciłam wypalte kwoty 4600,00 zł ale mnie oszukali...

Wniosek zostal odrzucony kwota 4160zl została ręcznie odpisana z mojego konta, i pozostawili 500zl, którego nie mogłam też wyplacic bo wyskoczyła informacja ze mam zrobić minimalny prog obrotow ktory wskoczył do wysokości ponad 8tys zł.

I wtedy przegrałam te 500zl bo nie miałam innego wyjścia musiałam zrobić pozraz kolejny minimalny próg obrotów.

Below are the two screenshots you asked for, I previously sent everything I found on the account

Poniżej dwa screen o ktore prosiłeś, wcześniej podesłałam wszystko co znalazłam na koncie

I am also uploading a screenshot of the information that appeared during the withdrawal, this is an example

Wrzucam jeszcze screen jaka informacja pojawiała się przy wypłacie, to jest przykładowa

And here is the history of conversations with the casino regarding payouts

A tutaj historia rozmow z kasynem odnośnie wyplat

Greetings all,

I am sorry for the delay.

Dear Damfin,

Thank you for your screenshots and explanation. However, you have not answered all my questions.

Did you understand everything I tried to explain in my previous post? Was it clear to you?

As you can see from your screenshots (bonuses in messages), there were a few more bonuses activated on your account during your play with the winnings accumulated from the original 50 FS. It means your bonus balance was increased every time there was a new bonus, and also the wagering requirements were increased. Do you have any idea how these bonuses were claimed/activated? Did you accept/activate them somehow yourself, or were these bonuses simply added to your account (bonus balance) automatically?

If I understand the situation correctly, based on the information in your screenshots from the casino customer support representative, when you tried to withdraw 3,500 PLN, there was a 37 PLN bonus, because it was activated on your account (another and new bonus), but they only informed you that in case you wanted to withdraw it, you woud have lost 37 PLN from the bonus balance and the wagering requirements tied to it. I think that at that point, if you simply cancelled the bonus, 3,500 PLN would have been left in your real money balance (the balances together were more than 3,540 PLN at that point). However, since the winnings were not capped earlier to the maximum cashout limit, you would have been able to withdraw only 500 PLN anyway.

Anyway, I asked the casino for more information/details/clarification some time ago, but they have not got back to me so far. Some circumstances are still not completely clear at all.

Let's remind them of the case and my last email, and wait for their response with the additional information I requested.

Thank you for your patience and understanding.

Dear SpinCity Casino Team,

Can you please look at my last email regarding this case (sent on June 26, 2025) and provide me with the requested?

Thank you. Looking forward to hearing from you.

Good morning,

I don't remember exactly. I know that I bought some lucky jar and it probably increased the winnings that were registered as bonuses. But I know exactly how these bonuses worked.

That's why I wrote with the casino employees about these withdrawals. How much I can withdraw. Because with these bonuses it wasn't entirely clear.

But after these messages I understood that if I reach this turnover threshold I will be able to withdraw the entire amount from real funds without commission. And so I ordered a withdrawal, which I have not received to this day.

Dzień dobry,

Nie pamietam już dokładnie. Wiem że jakiś szczęśliwy słoik kupiłam i on chyba zwiększał wygrane ktore rejestrowaly sie jako bonu. Ale dokladnie wie wiem jak te bonusy działały.

Dlatego tez pisałam z pracownikami kasyna odnoście tych wyplat. Jaka kwotę mogę wypłacić. Bo z tymi bonusami nie było do końca jasne.

Ale po tych wiadomościach zrozumiałam że jak zrobię ten próg obrotow będę mogła wyplacic całą kwotę ze środków rzeczwistych bez prowizji. I tak tez zleciłam wypalte, której nie otrzymalam do dnia dzisiejszego.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good morning Branislav,

What if the casino doesn't respond? I have no chance of recovering my winnings?

Why don't they provide information about which court you are subject to so that the attorney can start a case?

They refer to you as an independent institution and you can't really do anything?

Dzień dobry Branislav,

A co jeśli kasyno nie odpowie ? Nie mam szans na odzyskanie wygranej ?

Dlaczego nie udzielają informacji odnośnie sąd podlegacie który podlegają aby mecenas mógł założyć sprawę?

Odsyłają do Was jako niezależna instytucja a wy tak naprawdę też nic nie możecie zrobić?

Dear Branislav,

we thank you for waiting and extending the timer. Unfortunately the email of 26.06.25 for possible technical problems was not delivered correctly. We have now received your e-mail and have read all the questions and will certainly give answers to them for a better understanding of the situation.

We have prioritized this issue and will respond as soon as we have clarified everything. Thank you for your patience and cooperation.

Dear Damfin,

we will definitely respond to this case and of course we will not ignore it. It is valuable for us to solve this case and come to a resolution. We thank you for your cooperation in this case.

Thank you for the update, SpinCity Casino Team.

Alright, waiting for your email with additional information/details.

Looking forward to hearing from you.

Dear Branislav,

we thank you for waiting. We have replied to your email, please check it.

In case of questions we will be glad to help.

Greetings all,

I am sorry for the delay.

Dear SpinCity Casino Team,

Thank you very much for your email and the additional clarification.

In the meantime, the matter was discussed internally with the team, and we have a few more questions.

Do I please understand correctly that the user had a balance of around 770 PLN at the time she met the wagering requirements, and the funds were moved/converted to a real money (withdrawable) balance?

Then, if so, considering a bit user-unfriendly bonus system and processes surrounding it, and the facts that she did not decrease her balance to the amount of the invalid winnings (270; the balance at that time minus the maximum cashout limit), which were a part of her balance at the time of meeting the wagering requirements, and which means it does not matter if these funds were there or not (she would achieve further winning anyway) - would the casino be please able and willing to reconsider its decision to confiscate her winnings, and possibly let her withdraw her balance in full, provided that she would be willing to make a confirmation deposit (IF she did not successfuly withraw from the casino in the past)?

Would it be possible to cancel the last active bonus and possibly winnings accumulated with it, as well as to remove the wagering requirements tied to the bonus in question? If so, would it have an impact only on the bonus balance? Can you clarify it in more detail?

Thank you. Looking forward to hearing from you.

Due to the unavailability of the resolver, the complaint has been forwarded/assigned to Matej N (matej@casino.guru), who will further assist you in resolving the case.

Thank you for understanding.

Dear Branislav,

We responded to all your questions on July 24, 2025, and haven’t received any reply to our email since then. If you have any further questions, we’ll be happy to assist you - however, we kindly ask that you continue using the original email thread to help us keep track of the communication and avoid sharing case details in the body of your complaint.

Hello All,

I checked the email sent to Branislav from 24.7 and I would like to ask a couple of questions:

After the first no deposit bonus, there was a balance in the account which should be capped. Despite that, Damfin was receiving new and new bonuses which were credited automatically, but from the email's explanation it looks like it was not possible to win anything from these bonuses, am I correct?

What's the point in such a case to credit new and new bonuses to the players?

Dear Matej,

The activation of these bonuses was automatic, but the ability to withdraw winnings from them is only possible once certain conditions are met. It is not possible to predict whether there will be any winnings and a subsequent withdrawal.

In this case, the player was using only the funds won from the no-deposit bonus, which had a withdrawal limit. Based on this limit, the balance was adjusted accordingly.

Dear Damfin and SpinCity Casino Team,

I have reviewed all the logs and would like to summarize the case:

Initial bonus activation

• Damfin activated a no-deposit bonus when her real-money balance was zero.
• She won an amount from this bonus that exceeded the maximum allowed withdrawal.
• She attempted to withdraw the funds but later canceled the withdrawal and continued playing with the remaining balance.

At this stage, it would have been advisable for the casino to inform players during the cancellation process about:

• The maximum withdrawable amount still applying to their winnings.
• The need to finalize a withdrawal in order to convert bonus funds into real money.

Subsequent bonuses

• Damfin received multiple no-deposit bonuses, some of which she successfully converted, but her balance still included amounts with no real monetary value.
• The casino eventually applied the maximum win cap of 500 PLN.
• Damfin made the required deposit to enable withdrawal but also activated another bonus, which she was then unable to wager through.

Our position on the case:

While there were areas where the casino’s communication and user experience could have been better handled, in this situation we believe the casino acted correctly.

Damfin, after carefully reviewing your logs step-by-step, I believe your winnings should have been limited to 500 PLN, but you have already lost these funds. You are not entitled to a refund of your deposits because the last bonus was manually activated by you. I’m sorry. If I may offer some advice: always request a withdrawal immediately after completing the wagering requirements of any bonus—whether no-deposit, deposit, or cashback. If you wish to continue playing, simply redeposit the funds afterward.

Recommendation to SpinCity Casino Team:

• I recommend implementing a pop-up notification that appears whenever a player accepts a new no-deposit bonus—whether automatic or manual.

This pop-up should:

• Clearly state the maximum withdrawal cap.
• Warn that accepting a new bonus may not be beneficial if their current balance already exceeds the cap.
• Require a confirmation action from the player, creating a record that they were informed.

Good morning.

First, I asked casino staff several times about the possibility of withdrawing funds. No one mentioned, nor did they explain, that the maximum I could withdraw was 500 PLN. They asked me to meet the required turnover threshold, which kept increasing—first it was 3,000 PLN, then over 4,000 PLN. I met the required turnover threshold several times. It was the casino staff who misled me.

Secondly, if I could withdraw a maximum of PLN 500, why weren't the funds corrected during the first withdrawal attempt?

Third, when the casino wrote off the PLN 4,100 deposit, why wasn't the PLN 500 deposited? The funds remained in my account, and to withdraw them, I had to meet another turnover threshold, which by then had exceeded PLN 8,000.

Dzień dobry. 

Po pierwsze dopytywałam pracowników kasyna kilkukrotnie o możliwość wyplaty środków. Nikt nie wspomnial, nie wyjaśnij że i tak maksymalnie będę mogła wypłacić 500 zł. Kazali zrobic wymagany prog obortow który rósł- najpierw to było 3 tys potem ponad 4tys. Wymagany prog obrotów zrobiła kilka razy. To pracownicy kasyna wprowadzili mnie w błąd.

Po drugie skoro mogłam wypłacić maksymalnie 500 zł to dlaczego środki nie zostały skorygowane już przy pierwszej próbie wyplaty ? 

Po trzecie kiedy kasyno odpisało mi kwotę 4100zl dlaczego kwota 500 zł nie została wypłacona? Tylko środki pozostały na koncie a ja żeby je wypłacić musiałam zrobic kolejny prog obrotów który wynosił wtedy już ponad 8 tys złoty.

Hello Damfin,

You claimed the first no-deposit bonus (when your account balance was zero) and won. After completing the wagering requirement, you should have withdrawn the funds, and your balance would have been adjusted with 500 PLN paid out.

However, by canceling the withdrawal and continuing to play, you ended up in a situation that was not very user-friendly. New bonuses were automatically credited to your account, and you continued playing through each of them without stopping after completing the wagering. This is why you experienced the "jumping" wagering requirement.

When the casino finally explained the situation and capped your balance at 500 PLN, you manually activated the last bonus. Because of that activation, a new wagering requirement of 8,000 PLN was added to your account. At that point, the best step would have been to contact support, cancel the bonus, and withdraw the 500 PLN. Instead, you continued playing and lost the funds.

It is unfortunate that this happened, but here is the reasoning behind our decision:

• Each of the bonuses you claimed was a no-deposit bonus, and such bonuses always have a rule about maximum winnings. In this case, the maximum was 500 PLN.
• The last bonus was activated manually by you.
• During the wagering process, you lost the funds.

I would like to emphasize that what you lost was the 500 PLN you had the option to withdraw. All other winnings came from no-deposit bonuses, which are always subject to a maximum win rule.

I understand your frustration, but I strongly recommend that you take some time to learn more about how bonuses work before deciding to play again.

You can find information about bonuses on our website: https://casino.guru/casino-bonuses

Good morning,

First, why didn't any of the casino employees inform me when I inquired about withdrawals? They only said that once I met the turnover requirements, I would be able to withdraw money from my real account.

If someone informed me that I would only be able to withdraw 500 PLN, I would not continue playing...

Secondly, at the time of requesting a withdrawal of PLN 4,600, I did not have an active turnover bonus (so since I requested a withdrawal, at least PLN 500 should have been paid out) and not left in the account since I could not win more anyway.

And when I left it in my account, I couldn't request a withdrawal again because a message appeared that I had to make a turnover of over 8,000.

What was the point of leaving this amount in my real account if I couldn't win more anyway?

Dzień dobry,

Po pierwsze dlaczego nikt z pracowników kasyna nie poinformował mnie o tym jak dopytywałam odnośnie wypłaty? Wszyscy tylko pisali ze jak spełnie wymagania obrotów będę mogła wypłacić pieniądze z konta realnego.

Gdyby ktoś poinformował mnie ze będę mogła wypłacić tylko 500zl nie grala bym dalej...

Po drugie w momencie zlecenia wyplat na kwotę 4600 zł nie miałam aktywnego bonusu obrotów (więc skoro zleciłam wypłatę powinna być wypłacona chociaż kwota 500zl) a nie pozostawiona na koncie skoro i tak więcej nie mogłam wygrać.

A w momencie zostawienia jej na koncie nie mogłam ponownie zlecić wypłaty ponieważ wyskoczyła informacja ze musze wykonać zakładów obrotów za ponad 8tys.

Jaki był sens zostawiana tej kwoty na koncie rzeczywistym skoro i tak więcej nie mogłam wygrac ?

Hello Damfin,

First, why didn't any of the casino employees inform me when I inquired about withdrawals? They only said that once I met the turnover requirements, I would be able to withdraw money from my real account.

Casinos assume you read the T&Cs:

7.9. The maximum winnings/profit from No-Deposit Free Spins, all No-Deposit bonuses and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise. We reserve the right to reduce your balance to an amount exceeding the aforementioned €50 winning limit from No-Deposit Free Spins and bonuses. This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings. In order to withdraw winnings from the free bonus, you need to make 1 successful deposit.

It's common knowledge that no deposit bonuses have win limits. They likely didn't tell you because they assumed you were aware.

Secondly, at the time of requesting a withdrawal of PLN 4,600, I did not have an active turnover bonus (so since I requested a withdrawal, at least PLN 500 should have been paid out) and not left in the account since I could not win more anyway.

Because you cancelled the withdrawal, the casino didn't cap your winnings.

And when I left it in my account, I couldn't request a withdrawal again because a message appeared that I had to make a turnover of over 8,000.

When you made a mandatory deposit to withdraw 500 PLN, you activated a bonus, and because of that, a turnover was required again

Good morning, Matej.

What you wrote makes no sense...

Of course, I read the regulations, but they were written in such a way that it wasn't entirely clear to me, so I asked their employees about this payment to be 100% sure. But as you can see, they themselves don't know the regulations or don't understand them, since they misinformed me.

I have not canceled any payments.

I don't understand the last one. Did I activate the bonus when I made the mandatory deposit to withdraw the 500 PLN? I didn't make any deposit at the time.

Dzień dobry Matej.

To co napisałeś nie ma sensu...

Oczywiście regulamin przeczytałam ale jest on tak napisany, że nie było dla mnie wszystko jasne dlatego dopytywałam ich pracowników o tą wypłatę, żeby mieć pewność na 100%. Ale jak widać oni sami nie znają regulaminu lub go nie rozumieją skoro źle mnie poinformowali.

Ja nie anulowałam żadnej wypłaty.

Ostatniego nie rozumiem. Dokonując obowiązkowego depozytu celem wyplaty 500zl aktywowałam bonus? Kiedy ja żadnego depozytu wtedy nie wpłaciłam

Hello Damfin,

The casino stated that after they clarified the situation with free bonuses and capped the bonus at 500 PLN, you manually activated another bonus. (I assume this happened when you completed the mandatory deposit, although it may not be the case.)

The important point is that the casino confirmed to me that the last bonus was activated by you and not automatically, as with the previous bonuses. That is why you saw wagering requirements applied in order to withdraw.

I didn't make any deposit at that time, so how could I activate the deposit bonus?

At the time of requesting a withdrawal of PLN 4,600, I had met the required turnover threshold.

If the amount of PLN 4,100 was written off, why was PLN 500 not paid to my account (at that point I had everything met), and I couldn't win more, then since I ordered the withdrawal, at least that amount should have been paid then.

There was no point in leaving it in the account since I couldn't win any more anyway (and at the time of submitting the withdrawal request I had already met the required threshold).

Przecież je nie dokonałam wtedy żadnego depozytu więc jak mogłam aktywować bonus od depozytu?

W momencie zlecenia wyplaty kwoty 4600zl miałam spełniony wymagany próg obrotów.

Skoro kwota 4100zl została odpisana dlaczego 500 zł nie zostało wypłacone do mnie na konto (w tym momencie mialam wszystko spełnione), a więcej nie mogłam wygrac to Skoro zleciłam wypłatę powinna być wypłacona chociaż ta kwota wtedy.

Nie bylo sensu pozostawiać jej na koncie Skoro i tak nie mogłam więcej wygrać (a w momencie składania wniosku o wyplate mialam wymagany prog zrobiony).

Dear SpinCity Casino Team,

Could you please explain here the situation which happened after the casino capped winnings from 4600PLN to 500PLN.

Thanks.

Dear Matej,

Thank you for your accurate explanation of the user's situation, but we would still like to clarify a few things.

No user deposit was involved in the PLN 4,600 winnings, i.e. the user did not make any deposits during this time. The user created a withdrawal request for PLN 4,600.00 on 23/04/2025 at 21:14, then, while the request was being processed, on 24/04/2025 at 04:22, the customer activated a no-deposit bonus of PLN 75.00, which had a withdrawal limit, as we previously reported, and was covered by a bonus wager.

On 25/04/2025 at 11:00, the balance was adjusted in accordance with the terms of the first no deposit bonus, leaving the customer with PLN 500. We also left the user with a bonus balance with an unplayed wager. We would like to note that the user did not create any new withdrawal requests. After that, the user continued to play and lost their entire balance.

Taj agrees. However, when I submitted my application for the PLN 4,600.00 payment, I received an email confirming that all requirements were met.

The fact that I activated the bonus the next day shouldn't have affected my withdrawal. The funds were available. Therefore, the PLN 500 amount should have been withdrawn because I met all the requirements when I requested the PLN 4,600 withdrawal.

Since I could not withdraw the amount of 4600 (no deposit bonus), the amount that I could withdraw should have been paid.

And you left it in the account where at that moment I already had another bonus and turnover thresholds over 8 thousand.

Taj zgadza się. Ale w momencie złożenia wniosku o wypłatę kwoty 4600,00 zl mailam wszystkie wymagania spełnione.

A to że następnego dnia aktywowałam bonus nie powinno mieć wypływu na wyplate. Środku były dostępne. Więc kwota 500zl powinna być wypłacona ponieważ w momencie zlecanie wyplaty kwoty 4600zl mialam wszystkie wymagania spełnione.

Skoro nie mogłam wypłacić kwoty 4600 (bonus bez depozytu) to powinna być wypłacona kwota która mogłam wypłacić.

A wy zostawiliście to na koncie gdzie w danym momencie mialam juz następny bonus i progi obrotow ponad 8tys.

Dear SpinCity Casino Team,

I have the following questions regarding the player Damfin:

A) Withdrawal Request (23/04/2025 at 21:14):

Why was this withdrawal request not processed?

B) Bonus Activation (24/04/2025 at 04:22):

When the bonus was activated, did you display a pop-up notification informing the player that activating the bonus would cancel any pending withdrawal requests? If this was the reason for the cancellation, could you please confirm?

C) Balance Adjustment (25/04/2025 at 11:00):

After the balance was adjusted to 575 PLN, what options were available to Damfin? Specifically, was she able to:

• Withdraw 500 PLN,
• Cancel the previously activated bonus and then withdraw 500 PLN, or
• Only play with the 575 PLN balance?

Dear Damfin,

After activating the bonus and noticing the wagering requirements in your account, why didn't you contact support for clarification?

In this situation, it appears you could have canceled the bonus and proceeded to withdraw 500 PLN. Could a casino representative please confirm if this was indeed possible?

Thanks

The casino staff misled me from the very beginning. When I inquired about withdrawal options, when my balance was around 3,350 PLN, the staff told me to meet the required turnover threshold. Once I met the required turnover threshold, they stated that the funds would be converted to my real account and I could request a withdrawal. No one from the staff informed me that I would be able to withdraw a maximum of 500 PLN anyway; they all stated that I would only be able to withdraw funds that were already in my real account.

After the PLN 4,100 was deducted, no one at the casino informed me of this situation. I believe that since they deducted the PLN 4,100, the PLN 500 should have been automatically paid out since I requested the withdrawal.

Przecież obsługa kasyna od samego początku wprowadziła mnie w błąd. Jak dopytywałam o możliwość wyplaty. Wtedy kiedy saldo miałam w wysokości około 3350zl, pytałam o możliwość wyplaty tych środków to pracownicy kazali mi zrobić wymagany próg obrotow, i po spełnieniu wymaganego progu obrotow pisali ze środki będę przekształcone na konto rzeczywiste i będę mogła zlecić wyplate. Nikt z obsługi nie poinformował mnie ze i tak będę mogła maksymalnie wyplacic 500zl, wszyscy pisali ze będę mogła wyplacic środki które będą na koncie rzeczywistym...

Po odpisaniu kwoty 4100 zł nikt z kasyna nie poinformował mnie o tej sytuacji. A uważam że skoro odpisali kwotę 4100 zł to 500zl automatycznie powinno być wypłacone Skoro zleciłam wyplate

Dear Matej,

In response to your clarifications, we would like to note that the player submitted a withdrawal request late at night on 23/04/2025. Processing such a request requires some time as it depends on our internal verification procedures. The withdrawal request was not cancelled due to the activation of the bonus. Simply activating a bonus without any gameplay does not affect the status of a previously submitted withdrawal request; by activating the new bonus, only the wagering requirements linked to that bonus were added. After the balance adjustment, the player had the option to create a new withdrawal request, but in such a case the bonus balance would have been cancelled. As we mentioned in our previous response, the player did not submit any new withdrawal requests after the balance adjustment in accordance with the conditions of the first bonus, and eventually lost the remaining balance.

Previously, when I inquired about withdrawal options, none of your employees told me I could withdraw a maximum of PLN 500 and the remaining bonus would be forfeited. They only said I had to meet the required turnover threshold, then the funds would be converted to real money and I could withdraw the entire amount... I asked about this several times. Why didn't your employees tell me I didn't have to meet this turnover threshold? That the maximum amount would only be PLN 500 anyway?

Why wasn't I informed of this situation after my application was reviewed? I didn't receive any information from you. Neither about the balance being reduced nor about the maximum amount being 500 PLN.

You should inform me that I should submit a request for a withdrawal of PLN 500 and that turnover requirements are not necessary.

Since your employees informed me earlier that I had to meet this turnover threshold (before submitting the application for payment of PLN 4,600)

Wcześniej jak pytałam o możliwość wyplaty nikt z Waszych pracowników nie napisal mi że mogę wyplacic 500zl maksymalnie i pozostała część bonusu przepadnie. Wszyscy tylko pisali ze mam zrobić wymagany prog obrotow, wtedy środki przekształca się na rzeczywiste i będę mogła całą kwotę wyplacic... kilkukrotnie o to pytałam. Dlaczego Wasi pracownicy nie powiedzieli że nie muszę robić tego progu obrotow? Że i tak tylko maksymalna kwota to będzie 500zl ?

Dlaczego po rozpatrzeniu wnioski nie zostałam poinformowana o takiej sytuacji? Nie dostałam od Was żadnej informacji. Ani o zmniejszeniu salda ani o tym że maksymalna kwota to 500zl.

Powinniście mnie poinformować że mam zlecić wniosek o wypłatę kwoty 500zl i że wymagania obrotow nie są konieczne.

Skoro wcześniej Wasi pracownicy informowali mnie że muszę wykonać ten prog obrotow (przez złożeniem wniosku o wypłatę kwoty 4600zl)

That's why I feel cheated in this situation.

Because I wrote to you several times before submitting the application for payment of PLN 4,600.

None of your employees even familiarized themselves with the situation, they just wrote that in order to withdraw funds you must meet the required turnover threshold.

All they had to do was check everything and inform me that I wouldn't be able to withdraw more than 500 PLN. That I should request that amount for withdrawal and the bonus funds would be deducted.

And thanks to their information, I reached turnover thresholds several times, which I didn't have to... because what I won wasn't really possible to withdraw... it's just a shame that I wasted my time - one specific piece of information from your specialists was enough... which I asked about

Dlatego czuje się w tej sytuacji oszukana.

Ponieważ kilkukrotnie pisałam do Was przed zleceniem wniosku o wyplate kwoty 4600zl.

Żaden z Waszych pracowników nawet nie zapoznał się z sytuacja tylko pisali ze aby móc wyplacic środki musisz dokonać wymaganego progu obrotow.

A wystarczyło by żeby sprawdzili co i jak i poinformowali mnie ze i tak nie wyplace więcej niż 500zl. Ze mam zlecić taką kwotę do wyplaty a środki bonusowe zostaną odpisane.

A ja przez ich informacje kilkukrotnie zrobiłam progi obrotow, których nie musiałam robić... bo i tak to co wygrałam tak naprawdę nie bylo możliwe do wyplaty... szkod tylko że straciłam czas - wystarczyła jedna konkretną informacja od Waszych specjalistów.... o którą dopytywałam

Dear Damfin,

I went through everything again, and in light of all that happened, I believe you have no right to a refund.

I won’t dwell on the first part where you were getting bonuses in a row, but I’ll explain the last part—when you wanted to withdraw:

When a player makes a withdrawal request, that request must usually be approved by the financial/security department. Here, they most likely found that your balance has a cap, so this department capped the balance to 500 PLN and returned it to your account. (They can’t make the withdrawal themselves—only players can do that.) If at that moment you had created a new withdrawal request for 500 PLN, you would have gotten the money.

But you already took another bonus, so you didn’t know what to do, and you played with the bonus plus the 500 PLN. At this point you should have asked support. Usually support people don’t have access to all the information about your account, and that’s why they weren’t able to tell you that the maximum amount you could withdraw is 500 PLN. But I’m sure they would cancel the bonus and let you withdraw 500 PLN if you explain them the situation.

Because you played with the money, you could also have won, and because of that the refund is not possible. (You would be in a situation where you could only win—if you lose the money, the casino would refund you; if you win, then you withdraw.)

I am again sorry for the negative experience you had, and all your troubles were caused by a series of unfortunate events. Despite that, there are still rules and we need to follow them too when deciding in cases like this.

Dear Damfin,

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.

Since you stated that everything was done in accordance with the regulations, what else should I say?

The casino employees misled you.

You stated that all procedures were correct, so what more can I do?

Skoro stwierdziliście ze wszystko odbyło się z godnie z regulaminem to co mam jeszcze powiedzieć?

Pracownicy kasyna wprowadziliścienie w błąd.

Wy stwierdziliście ze wszystkie procedury były właściwe więc co ja mogę więcej?

Dear Damfin,

Again I went through all the events what happened and the decision in this case is that the casino acted correctly. From the no deposit bonuses you took, you was able to withdraw a maximum of 500PLN. Unfortunately, you played with that 500PLN and lost them - it would be unfair to refund you this money because you would be in a situation where you would be able to only win.

Because of that, I am rejecting this complaint.