Spin and Win— player complaints: 5 in English

I opened an account with spin and win last week and deposited £20. My account was instantly closed and I was told that my deposit would settle back in to my account with in 7 days. I emailed them yesterday about my refund and they told me 10 days, I then spoke to them on live chat and they told me that because I was frauded on their sister company ( kitty bingo) and my bank got my money back they will not be refunding my money. How can they say that the money will not leave my bank then tell me I will not be getting a refund because I was a victim of fraud.

I have a complaint about spinandwin the online casino. On receipt of an email I signed up to an offer on the website which stipulated I could have 30 complimentary spins with code DIAMOND 30 on 27/11/2016. It stipulated that the maximum free win which could be withdrawn from the spins would be £10. On winning £10 I lost the remaining complimentary spins which I understood as it would risk me winning more on that game. I decided not to withdraw as there was nothing in the T&Cs about playing on other games. I therefore played on a variety of games and my winnings gradually increased. I decided to withdraw circa £3000 and whilst it was going through verification I decided to wager using real funds. After this I reversed my withdrawal and ultimately won and requested an amount of £4034. I requested this as the weekly limit is £3000 and customer services advised my request for £4034 had been accepted so I withdrew and left it at that as I wanted to make sure that it was genuine and therefore took this as confirmation. As I believed I had won this amount I played with another £400 of my own funds to which I lost. On 01.12.16 on chat, [EDIT] told me that the £4034 had been reversed and forfeited on the basis that I should only have been allowed £10. As you can imagine, this came as a huge shock to me. I understand that from the original game could only withdraw £10. However there was nothing to say that this could not be used on other games as long as the wagering conditions were met (which they were). I find the whole situation misleading and suitably convenient for the vendor which has caused me stress and ultimately financial loss as a result of being misled in to the fact the system still allows you to play on and win and withdraw! It was only when it was passed to validation that this came about. I beg you to please take my complaint seriously and prove that there needs to be more clarity for other players, particularly when promotions are offered and to pay me what I rightfully won from their games. I feel cheated that this could be allowed to happen and you are my last hope.

Hi I'm [EDIT] [EDIT] I had a large win of 30001k on the website spinandwin.com I deposited £50 and they give me £50 free from this I made into £ £2000+ something witch was in my bonus account bit. I then all in after meeting the wagering requirements of, I had then had £4,551 was then converted in to real. I then tried to withdraw £4,551 From the withdrawals and reversals requested between August 24th and 27th I ended up using £3,529 out of the initial converted amount of £4,551 while you were entitled to £3,000. From the remaining wins of £1,022 I triggered several wins which resulted in the cumulative withdrawal of £30,001. But at what point is the extra win money there's? The top end when it goes under the £3,000 or the bottom end? There's nothing on the terms and conditions about that. There term and conditions were all over the place. I only triggered my bonus money on £48 i had then tried to withdraw £30,001 I had a phone call. On 30th of aug 2016 saying I had no win and broken term and conditions of the bonus. Which I had never seen and no pop up box to accept them or nothing easy to see or just a click away. And was told I should look for them when I was on the phone. I have the phone call recorded Then on there facebook they posted I had a big win with same initials d.r and the same winnings I had, when I called they said this was a different player and not me but when I asked if about why we had the same initials and the same win on the same game I was then put on hold. This has now been taken down and have broken there own terms and conditions about advertising my win. I had to accept money of them of £5200 and felt very pressured into taken the money of them and said they need to on that day I had tried to contact places but could not find help on the matter. I have taken picture's and recorded of most of the the winnings going out and Facebook post and recorded every phone calls if you would like any of these please feel free to ask.

Hi, I recently joined Spin and Sin and deposited £20 and received 100 spins , 20 each day after sign up, I played my 20 spins each morning and won some money. on the third day I won a bit on the complimentary spins and continued to play the game until my money had come out of the bonus money section and into the balance I then played a few other games and decided to withdraw my balance which was £100 this request was sent in Wednesday 20th July and today Monday 25th July I received £50 in my paypal account, when I called to ask why my £100 wasn't there they said the max I could win on the bonus spins was £50 but I had deposited and from looking at my account had passed all wagering requirements and this would be accepted. I had many online chat sessions with the support team and after sending photo id was told my account was in standing order and my withdraw would be processed soon (that was in an email). I called the support team this morning where I was told my £50 was voided?? !! What ?? was my reply? I had met wagering and was told the max win on complimentary spins was £50, but I had played other games as well not just complimentary spins !! I had deposited £20 . I need some help please getting my £50 back that was in my balance and I had played the games until my money went from the bonus money to balance , I hope you can help me please. many thanks , [EDIT]

Hello, I have been reading through your website and complaints section and you seem to have some success in getting people paid when there is a disagreement with the casino. I will tell you about my situation and hope you can offer some advice. I signed up at Spin and Win casino in 2012, and have made a few deposits over the past couple of years, having a small withdrawal along the way but overall I was about 1,000 down. On 7th June 2014 I made a 500 deposit for a 50% bonus they were offering that weekend. When I logged into the casino there was a banner advertising the weekend reload, and when you clicked on the banner it took you to the promotions page which displayed the T&Cs for the offer. The T&Cs stated that the game roulette counted 20%. I have only played slots before but I thought I would give roulette a try for a change. When I opened the roulette game I had 500 in my balance instead of 750 which was my total balance. The bonus was not showing on my account. This did not trigger with me as an issue at the time so I played on with my 500 balance. I did quite a few spins and managed to get my balance up to 5,000 which was pretty good. I then played some slot machines and after a while the website said I could withdraw. My final balance was over 10,000. I put in a withdrawal for about 4,000. I then received an email from Spin and Win that you could not play roulette with a bonus. They sent me a link to the T&Cs page. I looked again at the T&Cs page and indeed it said roulette counted 20%, so I took a screenshot and highlighted the 20% roulette to them. In fact if you go to the terms page now it still shows that roulette counts 20%: https://www.spinandwin.com/promotions/weekend-bonus-2/; "11. All game play on slots and scratch cards count as 100% contribution towards the wager requirements. All game play on Table, Card, Video Poker and Roulette games count as 20% towards the wager requirements." Spin and Win replied that they also sent an email this weekend which included an extra term that only slots counted 100%. They stated that the terms that benefited them would prevail and that I would only be receiving my 500 deposit back. I have received my 500 deposit back. I do not think it is fair that the casino can have 2 conflicting sets of terms and conditions and can choose at their will which set of terms apply to their promotions. For the weekend bonus banner under my account when I logged in, only the terms on the website were advertised (where roulette counted 20%). I believe that the casino should honour my existing balance. It doesn't seem like there was a mistake in the T&Cs advertised on their website as these terms are still being advertised to players. Regardless of which terms are applicable, when I loaded the roulette game my bonus was not available so I never played a bonus on roulette anyway. I have some emails from the casino which I can forward on to you if required, please let me know your email address.