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I was told that the money won was with an active bonus and the payout was invalid, I can't believe it, they do this when you win, and a full blown scam .. I am furious and I will not stop there, I will try with finance and the postal police .. I'm too furious ..

Mi è stato detto che i soldi vinti erano con un bonus attivo e la vincita non era valida, non ci posso credere, fanno così quando vinci, e una truffa in piena regola.. Sono furioso e non mi fermo qui, cercherò con la finanza e la polizia postale.. Sono troppo furioso..

Dear Gianluca,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you activated any promotional offer when depositing funds into your account? Is your account still accessible or it has been blocked? Which exact rule has been breached?

If there’s any relevant communication, please forward it along with your cashier and bonus histories to [email protected].

I realize that it might seem like a lot of queries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Thank you very much, Gianluca, for your reply. If there’s any relevant communication between you and the casino, please forward it too. I still don’t understand why your winnings have been cancelled. Additionally, could you please clarify why the last transaction in your cashier history is - €30? Do I understand correctly that it’s a refund? 

The thirty is an offer I had with the card, they were returned to me .. Then they canceled my 2500 withdrawal and I returned the top-up made to play .. I still don't understand why ..

I trenta sono un offerta che avevo con la scheda, mi sono stati restituiti.. Poi loro mi anno annullato il plelievo di 2500 e mi anno restituito la ricarica effettuata x giocare.. Non capisco ancora oggi il perché..

Thank you very much, Gianluca, for forwarding the relevant communication. I understand now that you have been accused of placing bets higher than the allowed ones while completing bonus wagering. Could you please advise if you are aware of redeeming any promotional offer? However, if you believe that you’ve been accused mistakenly, please forward your bonus history. 

I do not have the chronology, when I raised the stakes I did not have any active promotions that concerned me, I only know that during the spins at € 15 each playing "solar" three golden eagles appeared to me that bore me given 10 free spins, and in these spins or won a lot, finished the spins or continued to play and then or decided to stop and take a pick, that's all, I'm an honest player who has never fooled anyone, here they are who do not they want to pay a high amount .. And what if, as they say, I couldn't bet so much because there was no limit? Since if you wanted you could also bet € 100 per spin? I really don't understand ..

Non la ho la cronologia, quando ho alzato la posta in gioco non avevo nessuna promozione attiva che mi riguardava, so solo che durante i giri a 15€ l'uno giocando a "solar" mi sono apparse tre aquile d'oro che mi anno regalato 10 giri gratuiti, e in questi giri o vinto tanto, finiti i giri o continuato a giocare e poi o deciso di fermarmi e fare un plelievo, tutto qui, sono un giocatore onesto che non ha mai fregato nessuno, qui son loro che non vogliono pagare una cifra alta.. E se poi come dicono che non potevo puntare tanto perché non c'era un limite? Visto che se si voleva si poteva anche puntare 100€a giro? Non capisco proprio..

Is there any relevant communication from casino which could explain why your winnings have been voided? Thank you in advance.

Thank you Gianluca for forwarding the casino email. Are you aware of redeeming a bonus of €9,45 on 3rd of November? 

It does not appear to me, I did not ask for any bonus ..

A me non risulta, io non ho chiesto nessun bonus..

Thank you very much, Gianluca, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Gianluca.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino. Please, be aware that this casino usually does not react to our public complaints, therefore, there is a great chance that this case will be closed as 'unresolved'.

We hope not

Speriamo di no

We would like to ask the Spin Million 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Gianluca.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website which is already very bad.

For the future, I recommend you to choose the casinos with at least a very good reputation on our website.

Best regards, Jozef

Casino.Guru