Unresolved complaint
They called a cash reward a bonus only after I won
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SpinFever emailed me a VIP reward with NO WAGERING written in it. $200 cash reward. I activated it, wallet said cash, played Money Train 3, finished with $9,400. Then at withdrawal they called it bonus money and confiscated the lot. I can't even get them to name a rule for the VIP email. They keep sending the welcome bonus terms and I've had this account a year.
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11 replies · Oldest firstThis case is unresolved. The public conversation is kept for the record.
This case is unresolved. Public replies are closed.
Not shouting at you sorry. Caps are what's in their email.
Please send the full invitation and wallet history privately, including any terms linked from that email. We'll ask which campaign funded the session and which conditions were shown when you activated it.
Sent. Campaign SF-VIP82. There's no welcome link in it. Wallet entry literally says cash reward.
Rewards are subject to our general bonus policy. The player's balance was removed after restricted activity. We do not have a campaign-specific acceptance record available through this case.
Please explain the cash and no-wagering wording for SF-VIP82 and how the cited restriction applied. A general bonus-policy reply doesn't reconcile the invitation with the wallet entry.
Now they've offered $50 bonus if I accept closure. I asked what about the $9400 and got the same welcome terms PDF. Didn't accept the 50.
The offer is recorded as unaccepted. I've requested the campaign and balance decision again, with the original invitation attached privately.
No proper reply, no cash. I think they're just waiting for me to stop asking.
We're giving the operator a final response date of 15 September for that specific campaign question.
Still nothing. $9,400 gone, haven't had a cent back. Mark it unresolved.
Closed as unresolved with USD 9,400 withheld. The operator did not reconcile the personal cash invitation with its later bonus treatment. The unused $50 offer is not recorded as payment.