Hi folks, I'm sharing this story on a friend's behalf, hoping you can take a look at it. Many thanks!
Hello,
This post reflects my frustration and sense of being tricked. I ventured into creating an account with Spinrider.com.
Initially, all seemed perfect. I deposited 100 Euros via Skrill and took advantage of their generous offer: a 200% welcome bonus along with 50 free spins. They did credit me with the bonus and spins as promised.
Prior to gaming, I engaged in a live chat to ensure everything was in order and asked about the maximum bet limit. They reassured me that the max bet was 5€ and confirmed all was well. They also pointed out the requirement to wager the free spins if I chose to use them.
My gaming commenced with a 300 Euro balance. To summarize, I successfully met the wagering requirement, which amounted to 10,500 Euros, and ended up with an actual balance of 4,000 Euros. I checked in with live chat again to verify the completion of my wagering, and they affirmed everything was accurate, even congratulating me on the win.
I continued to play some slot games and spent a little time at the live tables. Ultimately, my balance grew to 9,500 Euros. Hence, I proceeded to withdraw 5,000 Euros, leaving a balance of 4,500 Euros.
After a few hours, upon logging back into Spinrider, I discovered my balance had plummeted to 100 Euros. In a state of panic, I immediately contacted live chat. They accused me of fraudulently obtaining the welcome bonus by using Skrill, leaving me feeling quite disturbed and uncertain.
Desperate for written communication, I reached out to them via live chat again. It was the same representative who had earlier leveled the fraud allegation against me. Consequently, I detailed my experience in an email to Complaint@spinrider, but three or four days have passed without any response.
During the ongoing live chat, I questioned if Skrill users were ineligible for the welcome bonus, why was there an option to use Skrill for the bonus claim? They indeed granted the bonus with Skrill. Before starting, I double-checked with them in live chat and received confirmation that everything was fine.
Given that they have access to all activities, they should be able to identify when Skrill is used. They never indicated any disqualification regarding the bonus use.
The sole reply I got was: if you could win so much with 300 Euros, you should be able to manage it again with the remaining 100 Euros. That truly incensed me!
I'm baffled at how a support staff member could say such a thing to any player! The system had clear evidence that I used Skrill, yet still sanctioned my bonus access. I adhered to all conditions, never breached Maxbet rules, consulted the live chat pre and post-wagering, and was told everything was okay both times.
You might suggest I should have reviewed the Terms thoroughly, but if Skrill wasn't supposed to allow a bonus and no warning or restrictions appeared, consulting live chat for clarification seemed appropriate to me.
I'm deeply disturbed and feel utterly conned. This clarification could have been made when I initially opened the account and engaged in live chat subsequently. Instead, I find myself wronged.
Hello Lucy, I've checked out your post at CM and the ensuing conversation. It's fairly standard practice not to permit bonus claims with Skrill deposits. It seems this measure is designed to deter those exploiting bonuses, which I note this particular group has little patience for (not implying you are at fault). If it's stipulated in their T&Cs, regrettably, there's little recourse. However, if it's not, you might have grounds for dispute. I'll attempt to have a representative review your situation.
Thank you for bringing this up, Lucy. I sincerely wish it gets resolved for you. :/
Thanks, Daniel. This is on behalf of my friend who conferred with live chat, and was reassured twice that playing with the bonus post-deposit with Skrill was permissible. If you could lend any support, it would be most appreciated. Thanks again, Daniel.
Kind regards.
I empathize with you, Lucy. The representative's input has been acknowledged. Let's see if any resolution emerges. Please notify me if a Player Arbitration request takes place on CM. We'll await its outcome if it does.
Thank you, Daniel. I will certainly update you on whether a Player Arbitration request is initiated. Thank you once more for your assistance.
I've recently verified that a Player Arbitration request is yet to be initiated on CM.
Did this ever get solved Lucy?
The removal of 9,500 Euros feels incredibly unfair, especially given that accumulating that sum from a mere 100 Euros was a rare feat.