Firespin Casino - Τα κέρδη του παίκτη έχουν κατασχεθεί.

Hi,

On February 8, 2024, I deposited 555 PLN as an initial amount and received a 100% welcome bonus. I managed to win slightly over 16,000 PLN. Throughout the play, I was constantly placing bets within the bonus limit of up to 5€, but towards the end (around 95% Wager), I increased my bet significantly to verify if the Wager had been completed. The bet was accepted, so, oblivious to any issue, I continued playing. When I decided I'd had enough and wanted to withdraw some of my money, I made a request for withdrawal, which was swiftly rejected. I received an email from FireSpin saying that all my funds had been confiscated due to a breach of regulations. I understand if I had been playing in violation of the rules all along, but I did so unintentionally towards the end of the Wager, and FireSpin took advantage of this and took everything. If I'd known that I hadn't completed the Wager, I wouldn't have played for such high stakes, as it is obvious to anyone. In my opinion, I was treated very harshly and unjustly, and I believe this is not a breach of regulations, but a scam by FireSpin. They should have a limitation in place that does not allow bets higher than 5€, and a situation like this would not have happened.

Cześć

8.02.2024r. Wpłaciłam 555zł na start i otrzymałam 100% bonusu powitalnego. Udało mi się ugrać nieco ponad 16 tysięcy złotych. Cały czas grałam za stawkę dozwoloną na bonusie do 5€ natomiast pod sam koniec (około 95% Wager) zwiększyłam stawkę na dużo wyższa żeby sprawdzić czy Wager już został przekręcony. Udało się postawić zakład więc niczego nieświadoma grałam dalej. Gdy stwierdziłam że już starczy i chce wypłacić część pieniędzy zrobiłam zlecenie wypłaty, które szybko zostało odrzucone. Dostałam maila od firespin że wszystkie moje środki zostały skonfiskowane za złamanie regulaminu. Ja rozumiem jakbym grała cały czas niezgodnie z regulaminem, a zrobiłam to pod koniec przekręcania Wagera NIEUMYŚLNIE a FIRESPIN to wykorzystało i zabrali mi wszystko. Gdybym wiedziała, że jeszcze nie przekręciłam wager'a to bym nie grała za takie wysokie stawki bo to oczywiste dla każdego. Moim zdaniem zostałam bardzo surowo i niesprawiedliwe potraktowana i uważam że to nie jest złamanie regulaminu, a oszustwo ze strony FIRESPIN. Powinni mieć ustawioną blokadę że nie można grać więcej niż za 5€ i taka sytuacja jak ta nie miałaby miejsca.

Dear martamtk,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

Maximum stake

The maximum stake per slot spin/table game, and hand/video poker deal when playing with bonus money is five Euro (€5). If this rule is broken, the player agrees that the bonus and any associated winnings may be removed.

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players occasionally.

However, if you feel like you have been accused mistakenly, feel free to forward me your full game history (in PDF or Excel sheet). My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Hi

Cześć

I understand the provision about €5 and I followed it, but if I could have placed a larger bet, it is a fraud on FIRESPIN's part, especially since I did not win any money at stakes higher than €5. If I hadn't bet higher stakes, I would have made the required turnover anyway because I had won a lot of money on stakes up to €5. I wanted them to give back at least half, but they didn't agree and only gave back the original deposit. Don't you think they should have a lock above €5 like most sites? I can send you the history of all games, but I don't know if it will help.

Ja rozumiem zapis o 5€ i stosowałam się do niego, ale jeśli mogłam postawić większy zakład to jest to oszustwo ze strony FIRESPIN szczególnie że na stawkach wyższych niż 5€ nie wygrałam pieniędzy. Gdybym nie obstawiała wyższych stawek to i tak bym zrobiła wymagany obrót bo miałam dużo wygranych pieniędzy na stawkach do 5€.Chciałam żeby oddali chociaż połowę ale się nie zgodzili i oddali tylko pierwotny depozyt. Nie uważasz że powinni mieć blokadę powyżej 5€ tak jak większość stron? Mogę Ci wysłać historię wszystkich gier, ale nie wiem czy to coś da.

Thank you for your reply, martamtk. So you knew about this rule but you placed higher bets anyway? What did you expect?

As I already explained in my initial message, this is a standard procedure in the vast majority of online casinos, and unless you breached the rule by mistake or, for example, just once by accident, there is nothing we can do.

We believe your winnings were confiscated in compliance with the casino's bonus T&Cs. At this point, I can only recommend that you thoroughly check bonus T&Cs before you activate any bonus and never breach this rule to avoid a similar situation in the future.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.