Spintropolis Casino - Η κατάθεση του παίκτη δεν έχει πιστωθεί ποτέ στον λογαριασμό του καζίνο.

I received a casino bonus of € 4 credited to my account which I played within the terms of playability and came to request a withdrawal of my winnings of approximately € 213.00. After activating the withdrawal procedure after two days, I was sent an email saying that the withdrawal could not be accepted as first of all the maximum payout recognized for this bonus is € 50.00.

In addition, I was told that in the last few days I had to pay 50.00 euros to be able to withdraw. After they updated my credit to 50.00 on the account and after talking in chat with the casino operator I asked if by paying the requested sum I could then withdraw 100 euros from the account account of which my 50 paid + the 50 recognized from winning the bonus and I was told Yes. I tried twice to make the deposit of 51.00 euros on the account but after completing the procedures I saw a pending deposit and then it was canceled. Now I'm wondering is this all a scam?

Ho ricevuto un bonus casino di 4 euro accreditati sul mio account che ho giocato rispettando i termini di giocabilità e arrivando a richiedere un prelievo delle mie vincite di 213.00 euro circa. Dopo aver attivato la procedura per il prelievo dopo due giorni mi è stata inviata una mail che diceva che il prelievo non poteva essere accettato in quanto in primis la vincita massima riconosciuta per questo bonus è di euro 50.00.

Inoltre mi è stato detto che negli ultimi giorni per poter prelevare dovevo necessariamente versare 50.00 euro. Dopo che mi hanno aggiornato il credito a 50. 00 sull' account e dopo aver parlato in chat con l'operatore del Casinò chiedevo se versando la somma richiesta potevo poi prelevare 100 euro dal conto account di cui i miei 50 versati + i 50 riconosciuti dalla vincita bonus e mi veniva detto Sì. Ho provato per ben due volte a fare il deposito di 51.00 euro sull'account ma dopo aver completato le procedure mi figurava deposito in sospeso e poi veniva cancellato. Ora mi chiedo è tutta una truffa?

Dear biagiocarnabuci,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that your deposited funds have never been credited to your casino account.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Please forward your payment receipt to petronela.k@casino.guru.

Additionally, I have corrected the disputed amount from €213 to €101. Please check the following rule https://www.spintropolis.com/general-terms-conditions/?lang=en:

"9.2. If you win from a Free No Deposit Bonus the maximum you can cashout is €50. Any amount over the maximum cashout will be automatically removed upon cashout. Please note that if you have had no active deposits within the last 45 days you must reactivate your account by depositing €50 and you can cashout a €100 (€50 winnings + €50 deposit)."

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

Best regards,

Petronela 

This is true despite the attempts to deposit 51 euros to take back 101 euros and respect their rules, the deposits with the nastercard debit card were not successful. I hope it can be resolved somehow.

Si è proprio così nonostante i tentativi di depositare 51 euro per riprenderne 101 e rispettare le loro regole i depositi con carta di debito nastercard non sono andati a buon fine. Spero si possa risolvere in qualche modo.

I can suggest a different payment method if there's any other available. Furthermore, do not deposit more than the necessary minimum to avoid any funds being stuck in your casino account.

In addition to the method already used, I can only deposit with PayPal, unless they decide to pay me only the 50 euros on the current account.

Io posso depositare oltre al metodo già usato solo con PayPal, a meno che loro non decidano di versarmi esclusivamente i 50 euro sul conto corrente.

According to T&Cs, you have to have an active deposit within the last 45 days. Please place a deposit and request a withdrawal.

I'll see if I can with some other method.

Vedrò se riesco con qual che altro metodo.

Perfect. Please keep me informed.

Sorry the last screen shoot was when I requested the 213 euros.

Scusa l'ultimo screen shoot era di quando avevo fatto richiesta dei 213 euro.

Have you tried depositing through PayPal, please?

PayPal is not there

PayPal non c'è

Thank you very much, biagiocarnabuci, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 biagiocarnabuci!

From now on I will take care of your complaint. I would like to invite representatives of Spintropolis Casino into this complaint in order to help us resolve the issue.

OK thanks

Ok grazie

Dear biagiocarnabuci,

I would like to kindly advise to follow the instructions of the casino in order to proceed with your withdrawal. Please let us know, once there will be any development.

I will try to make another withdrawal attempt with another credit card in a couple of days.

Proverò tra un paio di giorni a fare un'altro tentativo di prelievo con un'altra carta di credito.

I made the deposit of 51 euros and then the withdrawal of 101. Now I am waiting for the credit.

Ho fatto il deposito di 51 euro e successivamente il prelievo di 101. Ora sono in attesa dell'accredito.

Hello biagiocarnabuci!

Thank you for providing us with the news. I will extend the timer to 7 days for you, so you can inform us once you will receive your withdrawal.

Today I finally received the money withdrawn. All right

Oggi finalmente ho ricevuto i soldi prelevati. Tutto ok

Hello biagiocarnabuci!

Thank you for informing us, I am glad to see the good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.