Bonus Complaint Spin Rider refuses withdrawal for 2 faulty spins

[Hobring]

Hi,

First post for me, so please excuse me if i make any misstakes.

Last friday i registered at Spin Rider and used their signup bonus. I deposited 1000 SEK and got a 2000 SEK bonus. I cleared the wagering after a few hours on the slots, and sent in my verification documents and ordered a whitdrawal of 16 000 SEK (1 600 euro).

A few days pass, and i get a mail that i have breached the ToC by betting over the max bet, which is 50 SEK/per spin. Therefor they confiscated all my winnings and cancelled my cashout (initial deposit transfered back to my account).

I checked through all my 9 480 spins and twice (2) in thoose spins i missklicked and bet 100SEK and one 80 SEK spin. None of the spins gave a profit, in fact they were deadspins. In the 100 SEK spin i changed it back to 10SEK which i was betting at the moment. And for the 80 SEK spin i left the slot and played at another one (was betting 40 SEK here).

I know they are "in the right" since i accutaly broke the terms. But this can happen so easily which how the slots are designed. Spin button and "max bet button" right next to eachoter.

I have emailed them and said basicly what i said here in this post, but is there something else i can do? I checked the reps page and didnt find a Spin Rider rep there.

Best Regards
Hobring

 

[4048]

They're powered by the Caddell group. I can't remember if those have good or bad standing at CM, but if they have good standing I'm sure they have a rep here somewhere you can contact.

Or open a PAB.

 

[DreamRJ]

I am not being funny, but how can you accidentally miss click and change stake without realizing? it is strange how the 2 miss clicks had a different value as well. 100sek and 80sek. So I have a question for ya?

Was the 2 miss click spins on the same slot? Cos if they was on the same slot, then that would eliminate clicking the max bet button by accident. And you also didn't even go into details about which slot it was on either?

But again it is annoying when casinos do not have sufficient systems in place that stops a player from betting more than the max bet for a bonus they have taken. VS have that system in place when you click max bet by accident if you have wagering to do.

So I am sorry but to me unless you give even more details about which slot and if the 2 spins was on the same slot then I do think you didnt do it by accident. But if I am wrong then I am sorry. And yes try to do a PAB!

Good Luck

 

[Temprush]

I have done faulty bet several times due to that maxbet button. BUT i always always shut down the game if that happens, go straight to support to tell them this. Every time they help me out and say "Thanks for coming to us directly otherwise we have all right to void your winnings, but now we can fix it" Sorry to hear that they will take your money. Hope you will get your money, don´t believe that will be the case now though, But if it happens next time. Try go direct for help and explain that you made faulty bet. Worked for me. Worth a try if it happens again imo!

 

[EmilyEmma]

I have done faulty bet several times due to that maxbet button. BUT i always always shut down the game if that happens, go straight to support to tell them this. Every time they help me out and say "Thanks for coming to us directly otherwise we have all right to void your winnings, but now we can fix it" Sorry to hear that they will take your money. Hope you will get your money, don´t believe that will be the case now though, But if it happens next time. Try go direct for help and explain that you made faulty bet. Worked for me. Worth a try if it happens again imo!

I accidentally placed a £50 superbet whilst wagering [I was unusually playing on my phone, on a slot I hadn't played before and was trying to actually lower the bet to 20p ]
I immediately closed it and went to live chat but they were like 'Nope' you broke the terms and conditions. I was a little sad as I'm a very low roller and the highest bet I'd played before was 50p whilst playing there. I'd almost completed the wagering too and was hoping to withdraw at least £200

My superbet had only paid out £6 as well

 

[Temprush]

I accidentally placed a £50 superbet whilst wagering [I was unusually playing on my phone, on a slot I hadn't played before and was trying to actually lower the bet to 20p ]
I immediately closed it and went to live chat but they were like 'Nope' you broke the terms and conditions. I was a little sad as I'm a very low roller and the highest bet I'd played before was 50p whilst playing there. I'd almost completed the wagering too and was hoping to withdraw at least £200

My superbet had only paid out £6 as well

Oh really, Sad to hear that, which site was that if i may ask?

Well unfortunately they have all the right to do so if that happen, Still worth asking them right away. Then you know if the money still will be playable or voided. Either way i see it i got nothing to lose, but instead higher chance to repair damage done straight away than letting them discover when cashout is made.

Latest mistake i made was 23/2 i got 15€ from rizk no deposit 15x wager, i jumped in to White Rabbit bought bonus for 10£ without thinking at all. THEN after bought bonus round, when i pressed "buy" I said FUCK to my self out loud.
Closed down the game before spin were done, Talked to Live chat told them that i bought bonus in White Rabbit even tho i knew max is 5£ not sure what i was thinking, and shut down game and come to explain here i said to Live Chat, they said they fixed it right away and thank me for coming when this happen instead of later when.
VERY kind of Rizk to do that. They didn't have to do that for me, but they did.

Mr Green, well Twice ive made faulty bets, First time got 25£ for free 1x Wager and by accident hit max button and bet 12.5£ if i recall correct, and second time got 100 free spin on some game with 35x wager and finished them with 120£ win. So i started to bet high and max bet i think is 8£ now so started to play bets from 1-5£ for a couple of hours then max bet AGAIN,
Close the game right away as usual, i thought my 1300£ i won now i gonna vanish now was 100% sure of that. But they also helped me out both times, So So i finished my wagering i had on these free spins and manage to withdraw total of 1200£ that time that´s why i always talk to them and tell them what happen. Maybe i met kind support and got very lucky, but still worth imo

But nowadays i have 0x wager on all free spins on Mr Green so that´s a relief and free bonus money they had out from time to time usually only have 1-2x wager requirement. Not sure why i wrote this last about wager at mrgreen tbh maybe feel that they are kind to me and wanted to share dunno

 

[EmilyEmma]

Oh really, Sad to hear that, which site was that if i may ask?

Well unfortunately they have all the right to do so if that happen, Still worth asking them right away. Then you know if the money still will be playable or voided. Either way i see it i got nothing to lose, but instead higher chance to repair damage done straight away than letting them discover when cashout is made.

Latest mistake i made was 23/2 i got 15€ from rizk no deposit 15x wager, i jumped in to White Rabbit bought bonus for 10£ without thinking at all. THEN after bought bonus round, when i pressed "buy" I said FUCK to my self out loud.
Closed down the game before spin were done, Talked to Live chat told them that i bought bonus in White Rabbit even tho i knew max is 5£ not sure what i was thinking, and shut down game and come to explain here i said to Live Chat, they said they fixed it right away and thank me for coming when this happen instead of later when.
VERY kind of Rizk to do that. They didn't have to do that for me, but they did.

Mr Green, well Twice ive made faulty bets, First time got 25£ for free 1x Wager and by accident hit max button and bet 12.5£ if i recall correct, and second time got 100 free spin on some game with 35x wager and finished them with 120£ win. So i started to bet high and max bet i think is 8£ now so started to play bets from 1-5£ for a couple of hours then max bet AGAIN,
Close the game right away as usual, i thought my 1300£ i won now i gonna vanish now was 100% sure of that. But they also helped me out both times, So So i finished my wagering i had on these free spins and manage to withdraw total of 1200£ that time that´s why i always talk to them and tell them what happen. Maybe i met kind support and got very lucky, but still worth imo

But nowadays i have 0x wager on all free spins on Mr Green so that´s a relief and free bonus money they had out from time to time usually only have 1-2x wager requirement. Not sure why i wrote this last about wager at mrgreen tbh maybe feel that they are kind to me and wanted to share dunno

It was at Dr. Vegas, I hold no grudges and wasn't expecting them to say they'd overlook it, but as you say, it is definitely worth doing, you have nothing to lose by asking and everything to potentially gain!
I try very hard not to play on my phone if wagering now as that's when I tend to make mistakes; I think I have poor fine motor skills

 

[greylady]

I was told that you can buy a bonus on White Rabbit at Rizk by their support staff

 

[Temprush]

I was told that you can buy a bonus on White Rabbit at Rizk by their support staff

Really?They removed it for me when i explained what i had done. Nothing about it was okey to buy bonus, maybe he didn´t knew that same as i did not know that. If that true, its awesome. Did you know how high bonus you are allowed to buy? is it perhaps 500$ so the stake is 5€

Edit. If it´s okey to buy bonus there, then ofc they helped me out im thinking now

 

[Jono777]

Always like to take a players side but I feel the terms are clear here and this group will more than likely stand by them.

However.... Their management are approachable, I'd suggest a well written e-mail and maybe an offer of a compromise?

 

[Temprush]

Asked them again now about buying bonus in White Rabbit. Got this Answer
Topic: Promotions & Bonuses
Hello! have to ask one thing, if i have bonus money to wager, am i allowed to buy bonus round in White Rabbit then? i mean it cost more than 5$ which is max bet? but the stake is still not above 5$ if not buying higher ofc


19:42
I'm sorry you cannot buy the bonus in White Rabbit with the bonus money.


And to Hobring again, really hope you come to some agreement other than they take it all good luck

 

[miksaxxx]

Always like to take a players side but I feel the terms are clear here and this group will more than likely stand by them.

However.... Their management are approachable, I'd suggest a well written e-mail and maybe an offer of a compromise?

Which casino has terms in player side ?

If he/she dint win nothing of those spins. In law , he/she dint break anything..

 

[greylady]

Really?They removed it for me when i explained what i had done. Nothing about it was okey to buy bonus, maybe he didn´t knew that same as i did not know that. If that true, its awesome. Did you know how high bonus you are allowed to buy? is it perhaps 500$ so the stake is 5€

Edit. If it´s okey to buy bonus there, then ofc they helped me out im thinking now

Strange! I only checked because Craig from Craig's slots purchased the bonus on White Rabbit quite recently on one of his video's and he even went on to say it was ok but if people wanted to double check first, to do so.

 

[Temprush]

Strange! I only checked because Craig from Craig's slots purchased the bonus on White Rabbit quite recently on one of his video's and he even went on to say it was ok but if people wanted to double check first, to do so.

Hm, Seems like support really not sure of what is what, would be great to buy bonus on that with bonus money But until i know for sure ill play with real money only

 

[NeverLucky]

Hm, Seems like support really not sure of what is what, would be great to buy bonus on that with bonus money But until i know for sure ill play with real money only

Maybe its different depending on the Bonus you get? Craig Slots almost has to be a VIP there with his Level in the 700 region, that might make a difference for them. Or he gets a different Bonus where they allow it because hes an Affiliate/Streamer/Youtuber.

Strange! I only checked because Craig from Craig's slots purchased the bonus on White Rabbit quite recently on one of his video's and he even went on to say it was ok but if people wanted to double check first, to do so.

I understood what he said as a "if you want to do this, please make sure you check with support beforehand" but i dont have the exact wording in my head so i might be wrong.

 

[Hobring]

I am not being funny, but how can you accidentally miss click and change stake without realizing? it is strange how the 2 miss clicks had a different value as well. 100sek and 80sek. So I have a question for ya?

Was the 2 miss click spins on the same slot? Cos if they was on the same slot, then that would eliminate clicking the max bet button by accident. And you also didn't even go into details about which slot it was on either?

But again it is annoying when casinos do not have sufficient systems in place that stops a player from betting more than the max bet for a bonus they have taken. VS have that system in place when you click max bet by accident if you have wagering to do.

So I am sorry but to me unless you give even more details about which slot and if the 2 spins was on the same slot then I do think you didnt do it by accident. But if I am wrong then I am sorry. And yes try to do a PAB!

Good Luck

No, they were on different slots and seperated in time by about 2 hours of play.

23/02/18 19:42:10 Fruit Spin KR100.00
23/02/18 21:29:38 Excalibur Spin KR80.00

I have screenshots of the spin-history but i havent got enough posts yet so i cant upload em here.

Re: 4048

Thanks for that, i try to reach out to the Cadell group

And i agree with the rest of the comments, its my fault for not contacting them instanly.

If i cant get ahold of a Cadell group rep i will go for a PAB.

Thanks for your replies.

PS: If anyone wants i can upload the screenshots of the history to a image hosting site.

Best regards
Hobring

 

[Hobring]

Always like to take a players side but I feel the terms are clear here and this group will more than likely stand by them.

However.... Their management are approachable, I'd suggest a well written e-mail and maybe an offer of a compromise?

Yepp, they are in the right but i still think its a bit harsh New customer, they might cut me some slack, at least i hope so.

You got any idea how i can reach the manegment?

Best regards
Hobring

 

[DreamRJ]

No, they were on different slots and seperated in time by about 2 hours of play.

23/02/18 19:42:10 Fruit Spin KR100.00
23/02/18 21:29:38 Excalibur Spin KR80.00

I have screenshots of the spin-history but i havent got enough posts yet so i cant upload em here.

Re: 4048

Thanks for that, i try to reach out to the Cadell group

And i agree with the rest of the comments, its my fault for not contacting them instanly.

If i cant get ahold of a Cadell group rep i will go for a PAB.

Thanks for your replies.

PS: If anyone wants i can upload the screenshots of the history to a image hosting site.

Best regards
Hobring

Ok, thanks for the extra info. So just try a PAB then and make sure not to post anything more in this thread when you do the PAB. Read the rules before you submit one. Good Luck!

 

[Hobring]

Ok, thanks for the extra info. So just try a PAB then and make sure not to post anything more in this thread when you do the PAB. Read the rules before you submit one. Good Luck!

I think thats the best way to go atm, though i guess its likely they just will refuse since i actually broke the ToC. Unwillingly or not.

Thanks for your input!

 

[EnglishGuy]

or.. yet another casino sticking to the letter..

if a casino wants to restrict you, they should have to do it in software.. not hope you click properly.

 

[Jono777]

Yepp, they are in the right but i still think its a bit harsh New customer, they might cut me some slack, at least i hope so.

You got any idea how i can reach the manegment?

Best regards
Hobring

Ask for a direct email on chat / support, failing a manager, maybe a team leader. Mark your e-mail for attention of management.

 

[vinylweatherman]

In the UK, this would come under "treating the consumer fairly". If a design feature is causing accidental misclicks to have such an instant and irreversable effect on the contract, it could be deemed to be unfair. It is well known in the industry that having the max bet button right next to the button that has to be clicked continuously does cause the occasional misclick. The solution is obvious, put a safeguard in place, such as an "are you sure?" popup as you get when deleting a file on a PC, and of course moving the max bet button to a part of the screen that is unlikely to get clicked by accident during play.

I find an even bigger issue is present in mobiles and tablets with touchscreens. I am constantly finding that my touchscreen mistakes a slide for a click, and it would be pretty easy for this to happen on a mobile casino game, where perhaps I am trying to adjust size and position, coins, etc and somehow have the device register a click on max bet.

Having to break off and go through the rigmarole of trying to deal with CS is not satisfactory. Often, the misclick isn't even noticed at the time if it doesn't create a noticeable change on the screen, such as closing a window you wanted to move or resize. The "are you sure?" popup should be sufficient to draw attention to what has been clicked, and also an opportunity to correct the mistake before it's made.

 

[Hobring]

Time for a happy update

"Dear Mr. Hobring

We note your correspondence and have revisited your case.

The casino strives to provide all our customers with a fair and enjoyable experience, and we have therefore taken the decision to overturn the outcome of our original review.

The confiscated winnings amounting to 15,030.10 SEK has been returned to your cash account.

Trusting the above is in order.

Kind Regards,

Complaints Department"


Money is my account, all is good. Thanks for all your help, and a big thank you to Spin Rider for their understanding in this matter!

 

[SpinUk]

In the UK, this would come under "treating the consumer fairly". If a design feature is causing accidental misclicks to have such an instant and irreversable effect on the contract, it could be deemed to be unfair. It is well known in the industry that having the max bet button right next to the button that has to be clicked continuously does cause the occasional misclick. The solution is obvious, put a safeguard in place, such as an "are you sure?" popup as you get when deleting a file on a PC, and of course moving the max bet button to a part of the screen that is unlikely to get clicked by accident during play.

I find an even bigger issue is present in mobiles and tablets with touchscreens. I am constantly finding that my touchscreen mistakes a slide for a click, and it would be pretty easy for this to happen on a mobile casino game, where perhaps I am trying to adjust size and position, coins, etc and somehow have the device register a click on max bet.

Having to break off and go through the rigmarole of trying to deal with CS is not satisfactory. Often, the misclick isn't even noticed at the time if it doesn't create a noticeable change on the screen, such as closing a window you wanted to move or resize. The "are you sure?" popup should be sufficient to draw attention to what has been clicked, and also an opportunity to correct the mistake before it's made.

Vinyl’s right, you just got the hassle of a small claims court which is a chore, even if you can do it online these days. I have over bet a couple of times but owned up straight away (cashmio and another one), they were cool with it.

 

[gilliebean]

Time for a happy update

"Dear Mr. Hobring

We note your correspondence and have revisited your case.

The casino strives to provide all our customers with a fair and enjoyable experience, and we have therefore taken the decision to overturn the outcome of our original review.

The confiscated winnings amounting to 15,030.10 SEK has been returned to your cash account.

Trusting the above is in order.

Kind Regards,

Complaints Department"


Money is my account, all is good. Thanks for all your help, and a big thank you to Spin Rider for their understanding in this matter!

Really pleased for you! Glad they saw sense xxx

 

[4048]

Time for a happy update

"Dear Mr. Hobring

We note your correspondence and have revisited your case.

The casino strives to provide all our customers with a fair and enjoyable experience, and we have therefore taken the decision to overturn the outcome of our original review.

The confiscated winnings amounting to 15,030.10 SEK has been returned to your cash account.

Trusting the above is in order.

Kind Regards,

Complaints Department"


Money is my account, all is good. Thanks for all your help, and a big thank you to Spin Rider for their understanding in this matter!

Good decision by the casino, congrats on your win!

 

[chiya]

I have done faulty bet several times due to that maxbet button. BUT i always always shut down the game if that happens, go straight to support to tell them this. Every time they help me out and say "Thanks for coming to us directly otherwise we have all right to void your winnings, but now we can fix it" Sorry to hear that they will take your money. Hope you will get your money, don´t believe that will be the case now though, But if it happens next time. Try go direct for help and explain that you made faulty bet. Worked for me. Worth a try if it happens again imo!

This is not the case with all casinos. I had a scenario in HappyHugo few months ago where I played an iSoftBet game. I had just opened the game, and the way the bet is displayed in that game is weird .. What I thought I was choosing is the bet size actually was the coin size, and so I spun it at 20€ a spin or something as ridiculous as that. I realized my mistake of course after one press, and went to the support. The support basically told me that it's my own fault, and it's my own responsibility to check the stake before playing, and now that I've done it my winnings, if any, will be voided after wagering. The support would not budge at all. So I literally had to just keep playing in attempt to clear wagering ONLY to recover my initial deposit, as any winnings I would've gained would've been forfeited.

 

[NeverLucky]

Time for a happy update

"Dear Mr. Hobring

We note your correspondence and have revisited your case.

The casino strives to provide all our customers with a fair and enjoyable experience, and we have therefore taken the decision to overturn the outcome of our original review.

The confiscated winnings amounting to 15,030.10 SEK has been returned to your cash account.

Trusting the above is in order.

Kind Regards,

Complaints Department"


Money is my account, all is good. Thanks for all your help, and a big thank you to Spin Rider for their understanding in this matter!

Congratz on receiving your winnings!

 

[Jono777]

VERY pleased it all worked out in your favour, nice one!

 

[Hobring]

Really pleased for you! Glad they saw sense xxx

VERY pleased it all worked out in your favour, nice one!

Congratz on receiving your winnings!

Good decision by the casino, congrats on your win!

Thanks guys!

Im really pleased as well (of course), another thing to note is that inqueires to the complaints department has a responing time of 7-21 days. This matter only took 4 days in all, so thats another plus!

I will give Spin Rider another shot this weekend, might aim to wager that 2nd 40% deposit bonus

 

[Jono777]

Thanks guys!

Im really pleased as well (of course), another thing to note is that inqueires to the complaints department has a responing time of 7-21 days. This matter only took 4 days in all, so thats another plus!

I will give Spin Rider another shot this weekend, might aim to wager that 2nd 40% deposit bonus

Just read the terms this time lol, Remember "you only live twice!"

 

[DreamRJ]

Time for a happy update

"Dear Mr. Hobring

We note your correspondence and have revisited your case.

The casino strives to provide all our customers with a fair and enjoyable experience, and we have therefore taken the decision to overturn the outcome of our original review.

The confiscated winnings amounting to 15,030.10 SEK has been returned to your cash account.

Trusting the above is in order.

Kind Regards,

Complaints Department"


Money is my account, all is good. Thanks for all your help, and a big thank you to Spin Rider for their understanding in this matter!

Really really happy for you. Very good move on their part.

So dont give it all back and make sure to hit that withdraw button

And also do not be a stranger. Stay around on the forum

 

[Hobring]

Really really happy for you. Very good move on their part.

So dont give it all back and make sure to hit that withdraw button

And also do not be a stranger. Stay around on the forum

Thanks, money in the account (that was quick aswell).

I sure will, seems like a friendly place

 

[dbl88]

Well, they should have like some other casinos do that tells u ur forfeiting the bonus if u bet this and that.

Fucking sad losing out because of missclicks

I managed to stay within some 50 sek spins i hold it down lower then 20 sek all the time and managed withdrawing 20 000sek, documents and withdraw approved after wagering within 12 hours. got the money today.

Form e spinrider is a good casino.

Saw you got the money now aswell, even better

 

[pmhcfc]

Can someone answer this....Spin Rider's bonus scheme is money back into your bonus account and then that's subject to all and sundry...It's actually 0.1% of money wagered on slots (or 0.025% on roulette)...Is 0.1% normal ? Just seems low to me

 

[Jono777]

What you describe is their Loyalty points scheme.

You get 2 points for every £10 wagered (which yes does work out to that percentage as 1,000 points = £5 bonus money!)

Suppose we're lucky that we get 500 when you make the very 1st deposit lol. Makes it so much more worthwhile.

This been said, I feel they are the best group when it comes to reloads, FS offers and ND stuff.

 

[Milliemoo]

Hi, sorry to bump your thread, I had a similar issue in January with a casino. Not go in to too much detail as it is currently with eCogra but I was playing a 150% deposit bonus, max bet allowed of £5. I stuck to this the entire £3000 worth of wagering. Managed to withdraw £500 but then got the ‘broken terms email’ and they confiscated all winnings and returned original deposit. Obviously emailed back straight away asking how i could have possobly broken them and was sent a gaming report showing 1 £70 wager on SummerHoliday. Now I did play Summer Holiday and I triggered the free spins at £1, retriggering through the game so i played 30 free spins, none of which counted towards wagering. At the end of the game I selected mystery prize, (still in the bonus round) this resulted in a £30 win. However the casino claim that I in fact wagered £70 in one go by selecting that option!

Anyway my complaint went back and forth and is now with eCogra who have been brilliant, kept me informed etc. Just received an email today saying they have closed my case with details submitted by the operator and will hopefully have a final resolution in the next week or so after the operator has chance to respond? This is making me although maybe falsely hope that they have ruled in my favour?

Has anyone dealt with eCogra before?

Thanks

 

[EnglishGuy]

The UKGC really need to get on board with the idea, that if a casino restricts you.. in any way, on an online slot... its the CASINO who needs to do the restricting. not the player.