Spades Queen Casino - Die Gewinne des Spielers wurden aufgrund der Änderung der Bedingungen reduziert.

Hello,

So i starting playing on Spades Queen some time ago i have not deposited first time on this site. On 31.07.2024 i got an Email with an offer of 200% bonus so i deposited 100€ and got 200€ Bonus. After that i went straight to the Support Chat and asked What the Maximum Conversion amount is from that Bonus and the Maxbet. They told me 10000€ and bet was 5€ as in the Rules stated. I asked Specifically for the Bonus i recieved that he should check that and he told me Again 10000€, i was Live Streaming to that Time and all my Viewers heard that. Then i went to Zeus vs hades and got a max win after like 20 Spins that was 12000€ , i needed to wager 8000€ what i did, never went above 4.50€ Bet and wagered it out and had left 11700€, after that i talked again with the Support they needed to Verify my because i wasnt that went quick and then i asked again that its 10000€ and he sayed yes. After that i went to withdraw 5000€, that Withdraw was not payed 6 Days, in between i asked the Support many times when it will come and they sayed its in que and i need to wait because they need to check for fraud. The support told me i will get 10000€ as stated from the terms and i thought everything was fine. Today on the 06.08 i got an email that my Withdraw got cancelled and another Email that my Balance got decreased to 2000€, i was in shock, they changed their Terms of bonus conditions to 10x the Bonus amount and decrease my Balance after. I have never Heard something like that and i feel very betrayed and i think that this is not Legal actions. I mean when they change it after i got my winnings okay but not pay my winnings then chaning and after Decreasing my Balance is Crazy. I need your help please because 10000€ is a lot of money and i was very happy to win that. Also when i got than win i was still in Raw money so technically i was not playing with Bonus money i could have cancel the bonus and get my balance instantly withdrawn but thats another point. Im in contact with the Support but they tell me the same answers that they needed the decrease balance because they changed the rules and that if i need further help should contact them but they dont answer correctly on my Emails. I will attach all screenshot here and also try to get the logs from the livechat where they sayed that i i have 10000€ max cashout from that bonus but its hard to get because they want to hide it.

Sincerly Dario

Dear backage,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing with the online casino.

To better understand your situation and assist you effectively, could you please provide the following details:

• Can you forward the email you received on 31.07.2024 with the offer of the 200% bonus? This will help us review the terms and conditions stated in the email.
• Could you provide any screenshots or documentation from your interactions with the support chat where they confirmed the maximum conversion amount and max bet for the bonus?
• Have you received any written communication from the casino regarding the change in bonus conditions and the reduction of your balance? If so, please share these communications with us.
• Could you clarify if you were able to withdraw any amount from your winnings, or was the entire withdrawal request canceled?
• Have you tried to contact the casino’s support team again after receiving the email about the balance decrease? If yes, what was their response?

Please feel free to forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello, all important information was sent by email with all screenshots and the emails were forwarded

Hallo, alle wichtigen Informationen wurden per email geschickt mit allen Screenshots und die Emails wurden weitergeleited

Did you receive all the information by email? I sent it to this email address: petronela.k@casino.guru

Haben sie alle Informationen per Email erhalten? Zu dieser hab ich sie gesendet: petronela.k@casino.guru

Hi backage,

I have checked the general bonus terms and conditions (here) and this is what I found:

The maximum amount of winnings using bonus funds, including any deposit bonuses, any no deposit bonuses, weekly reload bonus, free spins bonus, cashback bonus, compoints, tournament winnings, local jackpots, loyalty bonuses and others is 10.000 EUR unless otherwise indicated. Winnings using bonus funds exceeding these values cannot be withdrawn and will be canceled.

The maximum allowable withdrawal from winnings generated using bonus funds—including deposit bonuses, no deposit bonuses, weekly reload bonuses, free spins bonuses, cashback bonuses, tournament winnings, local jackpots, loyalty bonuses, and other similar promotions—is limited to ten times (x10) the initial bonus amount received, unless specified otherwise. Any winnings using bonus funds that exceed this limit are not eligible for withdrawal and will be forfeited.

The two bonus conditions outlined pertain to the limits on winnings from bonus funds, but they differ in their approach and application:

First Condition: Maximum Amount of Winnings

Description: This condition sets a hard cap on the total amount of winnings that can be accumulated using bonus funds. The cap is set at 10,000 EUR for all types of bonuses, including deposit, no deposit, reload, free spins, cashback, comp points, tournament winnings, jackpots, and loyalty bonuses.

Implication: If you win more than 10,000 EUR using any bonus funds, the excess amount will be forfeited and cannot be withdrawn. This limit applies to the total winnings across all bonuses unless otherwise stated.

Second Condition: Maximum Allowable Withdrawal

Description: This condition limits the amount you can withdraw from winnings generated by bonus funds to ten times (x10) the initial bonus amount received. For example, if you received a 100 EUR bonus, you can withdraw up to 1,000 EUR (10 x 100 EUR) from winnings generated with that bonus.

Implication: Any winnings that exceed this withdrawal limit will be forfeited. This rule specifically pertains to how much can be withdrawn rather than the total amount of winnings you can accumulate. It also applies unless a different limit is specified.

Summary of Differences:

The first condition places a maximum cap on the total winnings you can accumulate with bonus funds, regardless of the amount of the initial bonus.

The second condition places a limit on the amount you can withdraw based on a multiple of the initial bonus amount, rather than a cap on total winnings.

Both conditions restrict your ability to access funds earned through bonuses but do so in different ways: one by capping total winnings and the other by limiting the amount of withdrawable winnings.

However, it is somewhat unclear when each rule applies and what the exact maximum cashout would be. Additionally, according to the website, the terms were last updated on January 15th, 2024.

• By any chance, have you saved the communication between you and the casino where the 10,000 maximum cashout was confirmed?

Thank you.

Hello,

I know both conditions but they added the second one. I made the withdrawal on July 31st 2024 when I also had the winnings and wrote to support. Even before I even started playing I had explicitly asked what the maximum bonus amount could be paid out and he sent me a list of all currencies with different amounts and under euros it said €10,000. So I thought okay, I can play that and then I won. When that happened I wrote to support again because I really wanted to know and he told me the same thing again and also told me that the maximum amount of money I can make per bet is €5 and that I shouldn't exceed that otherwise my winnings would expire. I stuck to that and finished the wager so there were no problems and as I said I had maxed out the payout and support told me specifically that everything looked great and that I should wait now and then I didn't ask how many the maximum payouts per day, week, month were. The chat told me €5,000 a day, €10,000 a week, €30,000 a month. OK, I thought, everything's great, we'll make two withdrawals of €2,500 each because we couldn't do any more and we'll wait. Two or three days went by and I was getting worried, I wrote to support and they just replied that I shouldn't worry and that everything would work out and they were just checking to make sure there was no fraud. And then on the 6th day I got an email saying that my balance would be reduced from €11,700 to €2,000 because they have a new rule that they recently added that says I can only withdraw 10x the bonus money???? I really wonder how these people can sleep at night when they treat their players like that. It's a Dama.nv that I always work with at home. I'm a streamer on Twitch myself and everything happens live on stream. I can also add the VOD file there without any problems. I hadn't exceeded the €5 mark + I had asked the chat what the maximum withdrawal amount was. Of course I hadn't streamed the live chat, I had it open on a second screen because I didn't want to leak any private details... well, in any case, I think it's a bottomless cheek that a casino can just change their rules in the middle of people making withdrawals so that they don't have to. I've also seen that I'm not the only one with this complaint. Apart from that, I can also say that I was in contact with askgamblers and they told me to contact the Gambling Authority immediately and report them because these are illegal activities that are not permitted in the dama.nv group. I requested the chat logs but haven't received any yet, obviously because they don't want to burden you themselves... I sent them the screenshot. Maybe they can get the chat logs out of you so you can see that I'm in the right!

Hallo,

Mir sind beide Bedingungen bekannt aber die zweite haben die ja neu hinzugefügt. Ich hatt am 31.07.2024 die Auszahlung gemacht wo ich auch den Gewinn hatte und mit dem Support geschrieben hatte. Sogar bevor ich überhaupt angefangen habe zu spielen hatte ich explizit gefragt gehabt wieivel der Bonus maximal zum auszahlen geben kann und da hatte er mir eine Liste von allen Währungen geschickt da standen verschiedene Beträge und unter euro stand da 10000€. Demnach hatte ich mir gedacht okay das kann ich spielen und habe dan gewonnen. Als das passiert ist habe nochmal dem Support geschrieben weil ich es wirklich wissen wollte und er sagte mir das gleiche wieder und hatte mir noch gesagt das der maximale geld Betrag den ich pro einsatz tätigen kann 5€ ist, dass ich den nicht überschreite sonst verfallen meine Gewinne. Ich hatte mich dran gehalten und den wager beendet sodass es keine Schwierigkeiten gibt und hatte wie gesagt die Auszahlung gemaxht und der Support meinte noch extra zu mir das alles super aussieht und dass ich jetzt warten soll und dann fragte ich nicht wieviele die maximale Auszahlungen pro Tag,woche,Monat ist. Der chat sagte mir 5000€ pro Tag, 10000€ pro Woche, 30000€ pro Monat. Okay dachte ich mir alles super wir machen erstmal zwei Auszahlungen je 2.500€ weil mehr ging da nicht und wir warten ab. Es vergehen 2 3 Tage und ich machte mir schon Sorgen sxhreibe dem Support und die antworteten mir nur dass ich mir keine Sorgen maxhen soll und das alles klappen wird und sie nur nachschauen das kein Betrug entsteht. Und dann am 6 Tag bekam ich die email dass Mein Guthaben von 11700€ auf 2000€ runtergesetzt wird da sie eine neue Regelung haben die sie vor kurzem hinzugefügt haben die besagt das ixh nur 10x des bonus geld auszahlen kann???? Ich frage mich wirklich wie diese Leute nachts in ruhe schlafen können wenn die so mit ihren Spielern umgehen, es ist eine Dama.nv mit den arbeite ich immer zuhause ich bin selber streamer auf twitch und das alles passiert live on stream ich kann auch die vod datei hinzufügen da sind man ohne probleme das ich nicht die 5€ Marke überschritten hatte + das ich den chat gefragt hatte was der maximal auszahlungsbetrag is. Natürlich hatte ich den live chat nicht gesteamt sondern auf einem zweiten Bildschirm offen weil ich keine privaten Details leaken wollte... naja aufjedenfall finde ich es eine bodenlose Frechheit das ein casino ihre Regeln einfach mitten drinne verändern während leute Auszahlungen haben damit sie nicht Auszahlen müssen. Ich habe auch gesehen das ich nicht der einzige bin mit dieser Beschwerde. Ansonsten kann ich noch sagen das ich im Kontakt mit askgamblers war und die hatten mir gesagt ich solle mich sofort an die Gambling authority melden und die melden weil das illegale Handlungen sind die nicht erlaubt sind in der gruppe dama.nv . Ich habe die chat logs ja beantragt aber bis heute keine erhalten ist ja klar weil die sie nicht selber belasten wollen... den screenshot habe ich ihnen ja geschickt. Vielleicht kriegen sie es ja hin die chat logs aus sie rauszukitzeln damit sie sehen können das ich im Recht bin!

Thank you very much, backage, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear backage,

I'm Kubo, and I'll be handling your complaint moving forward. If there have been any updates regarding this case since the last communication, please let me know. Additionally, could you confirm whether you've received the requested chat logs from the casino's support? If so, please forward them to my email address at jakub.m@casino.guru.

Dear Spades Queen Casino,

Could you please provide more detailed information regarding this case? Specifically, I'd like clarification on the use of the word "recently" in the claim about the 10x rule, as mentioned in the email sent by your support team to the player:

"This rule was added to our casino's terms and conditions recently, so the casino operates only according to the rules on our homepage, and you have accepted these rules when you registered your account with us."

Could you please provide the exact date when this rule was added to the Bonus Terms and Conditions, along with any supporting evidence to verify this date? Additionally, if the player has not yet received the requested chat logs, please ensure they are provided to him. Also, kindly send a copy of these logs to me at the aforementioned email address.

Thank you in advance for your response and cooperation.

Best Regards,

Kubo

The casino has not sent me the chat logs to this day. They know exactly that it says it is €10,000 because they confirmed it several times. I was still live on stream at the time when I mentioned the chat and support told me that there are also VODs of it.

Das casino hat mir bis heute die chat Logs nicht geschickt sie wissen genau dass dort steht das es 10000€ sind weil sie es mehrmals bestätigt hatten. Ich war zu dem Zeitpunkt noch Live on stream wo ich den chat gesagt habe support hat mir das gesagt da gibs auch vods von.

Dear backage,

Thank you for the update. I'm not sure how much it will help, but please feel free to send the video to the email address I provided in my previous message. Keep in mind that the maximum attachment size for email is 20 MB. If the file is larger, please use Google Drive or another cloud service to share it.

Thanks.

Dear Backage!

Thank you for contacting us and sharing your situation. We understand your concern and would like to explain in detail the circumstances that led to the adjustment of your balance, as well as provide clarification on the new terms and conditions.

First of all, we would like to draw your attention to the fact that on July 30, 2024, we made changes to our terms and conditions, in particular to the clause regarding the withdrawal of winnings received from bonus funds. According to these changes, the maximum winnings that can be withdrawn from the bonus are 10 times the bonus amount. This rule has been implemented to ensure transparency and compliance with our general terms and conditions.

Unfortunately, after winning an amount that exceeded the established limit, we had to cancel the withdrawal request and adjust your balance in accordance with the new rules. We recognize that this situation can be frustrating and would like to assure you that we have done our best to inform players of these changes as soon as possible. In your case, we immediately notified you of the balance adjustment so that you could react accordingly.

It is worth noting that all funds remaining in your account after the adjustment are available for withdrawal in accordance with our casino's terms and conditions. You can submit a new request for withdrawal of these funds at any time convenient for you.

Regarding your request for logs, we have already provided you with a transcript of the chat for the requested timeframe. For the convenience of processing your request, we have also sent these files to the email address of the CasinoGuru manager specified above so that he can personally examine the information provided.

We understand that changes to the rules may be unexpected and apologize for any inconvenience. However, our actions have been taken to ensure compliance with the casino's terms and conditions, which help to maintain fair play for all participants.

If you have any further questions or need further clarification, please do not hesitate to contact our support team. We are always ready to help and provide the necessary information.

Thank you for your understanding and cooperation.

Best regards,

Spades Queen Casino Team.

Great. You have just confirmed that you deliberately changed the maximum winning amount just after I won it in order to take the money away from me. The chat logs even say that support told me it was €10,000. I am very frustrated and want my full €10,000 as promised.

Super. Hiermit haben Sie gerade bestätigt das sie mutwillig den maximalen Gewinnbetrag genau nachdem ich das gewonnen hatte geändert haben um mir das Geld weg zunehmen. In den chat Logs steht sogar alles drinne das der Support mir sagt das es 10000€ sind, ich bin sehr frustriert und will meine vollen 10000€ haben wie es versprochen wurde.

You can then block my account or do whatever you want, but I want my money first.

Sie können mir von mir aus dannach mein Konto sperren oder sonst etwas tuhen aber vorher will ich mein Geld.

Dear Dario,

We appreciate every player who has come across this rule regarding bonus winnings. For our part, we strive for transparency and honesty in our actions, so we would like to provide you with a detailed explanation of the situation.

Since the above-mentioned time period, our terms and conditions have been amended to include the maximum winnings from bonus funds. According to these new rules, the maximum amount of winnings that can be withdrawn from the bonus is 10 times the bonus amount. This means that if you received a bonus of €200, the maximum amount you can withdraw from your winnings is €2,000.

These changes were introduced to ensure a level playing field for all players and to protect against potential abuse of bonus offers. They were made in accordance with the general requirements and rules, and not as a result of your specific situation.

We understand that you have won a significant amount that exceeds the new limit, and we sincerely regret that this has caused you disappointment. After you submitted your withdrawal request, our staff was obliged to adjust your balance in accordance with the new rules to meet the established conditions.

Regarding your mention of communication with our support team, we would like to emphasize that our operators acted in accordance with the new rules. They informed you about the limit on withdrawals from bonus funds, and we are convinced that this is reflected in the chat transcripts that we have already sent to you and the forum manager for independent verification.

We understand that you may have been surprised by the changes, but we want to assure you that these changes were made solely in the interests of all players. It was a decision, a systematic step aimed at maintaining fairness in the game.

If you have any additional questions or need clarification, we are always happy to help. We appreciate your loyalty and strive to ensure that your gaming experience is as comfortable as possible.

Can you please stop lying, the maximum winning amount is €10,000 at the time I activated the bonus + I asked the support employee to tell me otherwise I would have cancelled the bonus and played normally with real money!!! You can see it here in the screenshot!!! They didn't even change the date in the rules, it says January 15th, the rules were changed, why are you lying, it's obvious that you just don't want to give me the money. But I hope casinoguru sorts it out because they belong on the blacklist, I will also contact your licensing provider!

Können Sie bitte aufhören zu lügen, der maximale Gewinnbetrag ist 10000€ zu den Zeitpunkt wo ich den Bonus aktiviert hatte + ich habe es mir von dem Support Mitarbeiter sagen lassen sonst hätte ich den Bonus storniert und normal mit echtgeld gespielt!!! Hier sehen Sie es im Screenshot!!! Sie haben nicht einmal das Datum geändert bei den Regeln da steht 15 Januar wurden die Regeln geändert wieso lügen sie, es ist offensichtlich das sie nur mir das Geld nicht geben möchten. Aber ich hoffe casinoguru regelt das sie gehören nämlich auf die schwarze Liste ich werde mich auch an ihren lizenzanbieter wenden!

Instead of simply admitting your mistake and taking responsibility for it, you are ruining your casino by cheating your players. Do you think that the consequences for you here aren't 100 times worse than simply paying those €10,000 so that your players can see that you are trustworthy?

Ansttat Sie einfach Ihren Fehler einsehen und dafür gerade stehen müssen sich sich Ihr casino selber kaputt machen indem sie ihre Spieler betrügen. Denken sie dass die Auswirkungen hier für sie nicht 100 mal schlimmer sind als einfach diese 10000€ zu bezahlen damit ihr Spieler sehen das sie vertrauenswürdig sind?

Dear Spades Queen Casino,

Thank you for providing the statement and requested chat logs to both the player and myself. However, I am unable to accept your stance for the following reasons:

Discrepancy in Bonus Terms and Conditions

As previously noted by my colleague Petronela, there is a clear contradiction within your Bonus Terms and Conditions. Specifically:

• Rule 1: "The maximum amount of winnings using bonus funds, including any deposit bonuses, weekly reload bonus, free spins bonus, cashback bonus, compoints, tournament winnings, local jackpots, loyalty bonuses and others is 10.000 EUR unless otherwise indicated. Winnings using bonus funds exceeding these values cannot be withdrawn and will be canceled."

and

• Rule 2: "The maximum allowable withdrawal from winnings generated using bonus funds—including deposit bonuses, no deposit bonuses, weekly reload bonuses, free spins bonuses, cashback bonuses, tournament winnings, local jackpots, loyalty bonuses, and other similar promotions—is limited to ten times (x10) the initial bonus amount received, unless specified otherwise. Any winnings using bonus funds that exceed this limit are not eligible for withdrawal and will be forfeited."

This inconsistency creates confusion regarding which rule should be enforced.

False Information Provided to the Player by Customer Support

The chat logs provided clearly demonstrate that the live agent informed the player that the maximum cash-out for the bonus is as stated in Rule 1 above. This information misled the player.

Inability to Substantiate the Actual Date of Bonus Terms and Conditions Update

The page header indicates January 15th, 2024, as the date of the last terms update, which is evidently inaccurate. While the casino claims the update occurred on July 30th, 2024, no evidence has been provided to substantiate this claim.

For these reasons, I strongly urge the casino to reconsider its decision. The handling of this case has been unfair to the player, and we in Casino Guru believe the player is entitled to receive his full winnings.

I look forward to your response.

Dear Kubo and Dario,

Thank you for your detailed response and for bringing these issues to our attention. We appreciate the opportunity to review the issues raised and provide additional clarification on this matter.

We would like to clear up the apparent confusion regarding the maximum winnings and maximum withdrawal limits associated with our bonus terms. It is important to understand that these are two different concepts and they do not contradict each other, but rather work together in our bonus system.

Max win refers to the total amount a player can win using bonus funds. According to our Bonus Terms and Conditions, the maximum winnings a player can receive using bonus funds is €10,000. This amount is the upper limit of the total prize that can be obtained from bonus activity, including any subsequent game winnings, tournament prizes, VIP rewards and other benefits derived from the bonus.

Maximum withdrawal refers to the maximum amount that can be withdrawn from bonus funds to the player's payment account. According to our terms and conditions, the maximum allowable withdrawal of winnings generated using bonus funds is limited to ten times (x10) the initial amount of the bonus received. This means that if a player receives a €200 bonus, the maximum amount they can withdraw is €2,000.

The two rules above relate to different aspects of bonus processing. Rule 1 sets limits on total bonus winnings, while rule 2 sets withdrawal limits. They do not contradict each other, but rather outline different limits - one on the potential prize and the other on the withdrawal limit.

We strive to ensure the clarity and consistency of our terms and conditions. We recognize the importance of transparent communication and take steps to improve our processes. In this case, the player's maximum withdrawal was correctly limited to ten times the bonus amount, which is in line with our established terms.

Additionally, we would like to emphasize that the chats provided clearly state to the player that the maximum winnings that can be obtained with bonus funds is €10,000. There is no information in the chats to indicate that the maximum withdrawal amount is also €10,000. This distinction confirms that our explanation of the max win was correct and any misunderstanding about the withdrawal limit was not mentioned in the chats. Thus, our interpretation and application of the maximum withdrawal conditions remain consistent with our established rules.

We hope this explanation clarifies the situation and resolves the issues raised. We appreciate your feedback and aim to resolve this issue fairly. If you have any further questions or need further clarification, please do not hesitate to get in touch.

Thank you for your attention to this issue.

Sincerely,

Spades Queen Team.

You don't need to repeat yourself, we understand that, it's not about that, it's about the fact that you changed the rules so that you can't pay me out even though this rule didn't exist at the time, you cheated me knowingly and you're still here for it.

Sie brauchen sich nicht wiederholen das haben wir verstanden, es geht sich nicht darum sondern dass sie die Regeln geändert haben damit sie mir das nicht auszahlen können obwohl zu den Zeitpunkt diese Regel nicht bestand sie haben mich betrogen mit bewusst und stehen hier noch dazu.

Now they have changed the date to August 20th, great!

Jetzt haben sie dass datum geändert zum 20. August toll!

Hello everyone,

As the deadline for my response approaches, I am extending the discussion in the Complaints Resolution Center by an additional day to allow for further internal review of this case. I will provide the final decision shortly.

Thank you for your continued patience and cooperation.

Dear Spades Queen Casino,

Following an internal review and discussion at Casino Guru, we have concluded that Spades Queen Casino's handling of the case involving the player backage raises significant concerns regarding transparency and fairness. Specifically, your claim that the bonus terms were updated on July 30th, 2024 - just one day before the player claimed the bonus - appears highly suspicious. To date, no concrete evidence has been provided to substantiate this claim. Our records indicate that the last update to the Bonus Terms and Conditions was on January 15th, 2024, and remained unchanged until our involvement, at which point the update was made on August 20th, 2024. - This inconsistency does not reflect well on the trustworthiness of your casino.

Moreover, the communication provided to the player by your customer support team was unclear and ambiguous. The use of terms like "max win," "max cash-out," and "max withdrawal from bonus" should be straightforward and easily understandable, yet they were presented in a way that seems intentionally designed to confuse. Differentiating between these terms in such a way appears to serve as a means of obfuscating the rules, potentially allowing the casino to void winnings at its discretion.

In your previous post, you mentioned your commitment to ensuring the clarity and consistency of your terms and conditions. Unfortunately, the terms in this case are neither clear nor consistent. Instead, they seem tailored to mislead players. Furthermore, the claim of transparent communication is also questionable, as the player never received a straightforward answer to his query. When a player asks about the maximum win amount from a bonus, it is reasonable to assume they are inquiring about the amount they can ultimately withdraw or transfer to their real balance. No player would be interested in knowing a figure that is subject to further reductions by the casino.

In light of these issues, our position remains unchanged. We firmly believe that the player is entitled to receive his winnings in full.

We hope to see a prompt and fair resolution to this matter.

Dear Kubo and Dario,

Thank you for your feedback and for highlighting your concerns regarding the handling of the player’s complaint at Spades Queen Casino. We understand the importance of maintaining transparency and fairness in our operations, and we appreciate the opportunity to address these issues.

Regarding the update date on our website, we would like to clarify that the displayed date primarily reflects significant technical updates to our platform. In the past, adjustments to bonus terms and conditions were not considered a trigger for updating this date, as they were not categorized under critical technical changes. However, we acknowledge that this has led to misunderstandings, and moving forward, we will ensure that the date of terms and conditions will be updated with each modification, no matter how minor. This will ensure clearer communication and alignment with industry expectations.

To provide further clarity, we have sent the Casino Guru manager screenshots from our internal system via email, confirming the addition of the specific bonus terms on July 30th, 2024. This documentation clearly demonstrates the timeline of our updates, as stated in our previous correspondence. We value transparency and are committed to being fully cooperative in this matter.

Regarding the terminology used in our communications with the player, we understand that our language may have been confusing. We have taken your feedback to heart and are revisiting how we present these terms to ensure they are as clear and straightforward as possible. Our goal is never to mislead our players, and we are actively working on refining our support communication to avoid any ambiguity in the future.

We appreciate your continued patience and understanding as we work to improve our processes and ensure that our players receive the best possible experience. Rest assured, we are committed to maintaining the highest standards of fairness and transparency in all our operations.

Thank you once again for bringing these matters to our attention. We hope this response provides the clarity needed to move forward and reach a fair resolution for the player.

You can't come up with any more excuses, it makes no difference if you try to downplay everything here. The fact is, you stole money from me, and not a small amount. It's not just the support team's fault, but also those behind it. The bonus terms and conditions had NOT been changed at the time I won and cashed out, and it only said €10,000 , which is why support confirmed it to me because I wanted to double check. I was even live during this and proudly told everyone and everyone heard it. You should pay out your players, this just casts an even worse light on you. I have the feeling that you want to exploit the casino a bit more and then close it down anyway, because no casino is so uncooperative when so much is at stake.

Ausreden über ausreden mehr könnt ihr nicht, es macht kein unterschied wenn ihr hier versucht alles runterzureden. Fakt is ihr habt mir geld geraubt und das nicht wenig. Der Support ist nicht einzig schuld sondern auch sie die dahinter sind, die bonusbedingungen wurden zu dem Zeitpunkt wo ich Gewonnen hatte und ausgezahlt hatte NICHT geändert und dort stand nur 10000€, deshalb hat mir der Support das nämlich auch so bestätigt, weil ich extra noch mal mit vergewissern wollte. Ich war währenddessen sogar live und habe es noch allen stolz erzählt und alle haben das gehört. Sie sollten besser ihren Spieler auszahlen, das hier wirft einfach nur noch mehr schlechtes Licht auf sie. Ich habe das Gefühl das sie noch bisschen das casino ausschlachten wollen und dann eh schließen weil kein casino verhält sich so unkooperativ wenn so viel auf spiel steht.

Hello Everyone,

I apologize for the delay in my response.

First and foremost, I’d like to extend my thanks to Spades Queen Casino for their detailed and comprehensive replies throughout this discussion. I appreciate the screenshots provided from your system, which confirm that the Bonus Terms & Conditions were updated a day before the player claimed the bonus. However, there are still several points that need further consideration.

While you assert that the update date reflects significant technical improvements to your platform, I would argue that such a major rule - one that profoundly impacts a player’s winnings from a bonus - should have been treated as a critical change. The combination of terms like "maximum win" and "maximum withdrawal" can be confusing for players. A rule with such significant implications should have been communicated more clearly and effectively to users. For a casino that prides itself on transparency, handling things in this manner is simply not acceptable.

I understand that Spades Queen Casino is a relatively new brand, still refining its processes, and that there may be limitations imposed by the platform provider. However, there is significant room for improvement. Should you be interested, feel free to reach out to me via email at jakub@casino.guru, and I’d be happy to offer guidance on how to draft clear and transparent bonus terms.

Secondly, I must reiterate that the casino’s customer support misled the player by only providing partial information regarding the potential winnings from the bonus. This is also unacceptable. Customer support should be fully informed about any new rules added to the system and must communicate them accurately when players ask. In this case, while the first cap on winnings was explained, the second - more critical limit, which led to 80% of the player’s winnings being voided - was never mentioned.

Given these circumstances, I must side with the player, and there are only two fair solutions I see. First, the casino could pay out the player’s winnings in full, acknowledging the oversight. Alternatively, the casino could reach a compromise with the player and agree on reasonable compensation for the misunderstanding, which was largely caused by the casino's lack of transparency.

If no resolution is reached, I will be forced to close this complaint as "unresolved" and assign black points to the casino, which will affect the safety index displayed in your review on our website.

I look forward to hearing from you soon.

P.S. I have adjusted the disputed amount to €10,000 in accordance with the maximum possible winnings from this bonus, which the player demonstrably achieved.

Im very Thankful that youre on my side and we can get a good Solution for this problem. Besides that i want to know what they have send you, when was the Change of the rule Because i have deposited on 30.07.2024 at eleven o clock as you can see and 2 hours later on 31.07 1 am i did the Cashout so, they changed the rule from the night 30.07.2024 to 31.07? If yes its self explaining right.

Dear Dario and the Casino Guru Team,

Thank you for your response.

We would like to clarify that the rule regarding the maximum withdrawal limit of x10 the bonus amount was introduced just before the launch of the campaign offering players a 200% bonus on their deposits. Therefore, there is nothing unusual about its timing.

Regarding the perceived complexity in understanding the distinction between the rules on maximum winnings - €10,000 and the maximum withdrawal limit of x10 the bonus amount:

The maximum winnings from the bonus are capped at €10,000 because, after fulfilling the wagering requirements, the player can continue playing. This allows them to potentially increase their VIP level through further bets, which in turn provides access to higher cashback and rakeback percentages in the future.

As for the withdrawal limit of x10 the bonus amount, as previously mentioned, this rule was implemented right before the launch of the 200% deposit bonus campaign.

Nevertheless, we acknowledge and respect your perspective on this matter. We agree that, during the player's communication with our support team, the manager provided information regarding the maximum winnings rather than the maximum withdrawal. In light of this, we are prepared to reach a compromise.

We are prepared to pay the player the previously mentioned amount of €2,000, along with an additional compensation of €2,000 for the misunderstanding. We would appreciate hearing your thoughts on this proposal.

We look forward to receiving a response to our offer. 

Dear Spades Queen Casino,

Thank you for your continued assistance with this matter. After discussing your compensation proposal with the player, we have concluded that the offered 20% does not adequately address the situation. The misunderstanding largely stems from the casino's insufficient announcement of significant terms updates, misleading information from customer support, and the unclear nature of the bonus terms.

The player made substantial efforts to understand and clarify the bonus terms by contacting support, which further highlights the need for a more equitable resolution. Given these factors, we believe that a compensation of at least 80% of the disputed amount would be a fair and reasonable adjustment.

A fair resolution not only addresses the player's concerns but also helps maintain a positive relationship with them. It can positively impact the casino’s reputation by demonstrating a commitment to customer satisfaction and transparency.

I appreciate your consideration of this request and hope for a swift and satisfactory resolution.

Looking forward to your response.

Dear Dario and the Casino Guru Team,

Thank you for your feedback and for discussing this issue in detail with the player. We appreciate your approach and fully understand the concerns you have raised about the transparency of the bonus terms and the information provided by our support team.

To clarify our position, we would like to emphasize once again that the rule regarding the maximum withdrawal limit of x10 of the bonus amount was introduced before the launch of the 200% deposit bonus campaign. This rule is a standard practice in many casinos to ensure transparency and protect against abuse. We understand that there may have been some misunderstandings during communication with our support when information was provided only about the maximum winnings and not about the withdrawal limit.

Given this, we are ready to find a fair and mutually beneficial compromise.

We offer compensation in the amount of 60% of the disputed amount, which is 6,000 euros. As of today, the player has 2,000 euros on his balance, so we are ready to add another 4,000 euros to bring the total amount on his balance to 6,000 euros.

This proposal is in line with both our internal rules and the principles of fairness to the player, given his situation. We are confident that this is a balanced solution that takes into account the interests of both parties.

We would also like to emphasize that acceptance of this proposal will help to resolve the situation as soon as possible, maintain a positive relationship between the casino and the player, and emphasize our commitment to transparency and customer satisfaction. This may have a positive impact on the player's future relationship with our casino and his VIP status.

We are ready to credit this compensation immediately upon your confirmation. Please let us know if this offer is acceptable to the player and we are ready to finalize the process.

I would be OK with €6,000, but I would have preferred €7,000 and would be grateful for that. I'll be surprised to see what my balance is then. Hopefully they'll pay it out as soon as possible.

Alternatively, in addition to the €6000 that I want to withdraw, you could also give me a bonus of €1000 that I could play with; that would also be an option. Thank you for your cooperation.

Ich wäre mit 6000€ okay u, am liebsten hätte ich 7000€ gehabt, und wäre ihnen dankbar dafür. Ich lasse mich überraschen was auf meiner Balance dann steht. Hoffentlich zahlen sie das auch schnellmöglich dann aus.

Andersweitig könnnten sie mir Zusätlich zu den 6000€ die ich auszahlen möchte auch einen bonus in höhe von 1000€ ausstellen den ich spielen könnte das wäre ebenfalls nh möglichkeit. Ich bedanke mich für die Cooperation.

Hello backage,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Everyone,

I apologize for the inconvenience and the delay in addressing this complaint due to my recent unavailability.

Dear Spades Queen Casino,

Thank you for your continued engagement in this process. As you may have seen, the player made a counterproposal shortly after your last post. I'd like to kindly ask you to consider this offer, as meeting the player (at least) halfway could enhance their loyalty, improve the casino's reputation, and lead to a quicker resolution. It would also foster a more positive relationship with players going forward.

What are your thoughts on this?

Dear Dario and the Casino Guru Team,

Thank you for your active participation in this process and for your desire to reach a mutually beneficial solution. We have carefully analyzed the current situation, including the player's gaming activity, and are ready to offer an option that we believe will be fair to all parties.

We always strive to support our players and ensure that they are as satisfied as possible with their casino experience. With this in mind, we have decided to offer you, Dario, a bonus of €200. This offer is a token of our appreciation for your willingness to resolve your current complaint. We appreciate your understanding and willingness to engage in constructive dialog. The bonus will be credited upon confirmation that the matter has been resolved.

We recognize that resolving issues like this is important to maintaining positive relationships with our customers. The payment of the bonus is also part of our approach to providing additional value to players, which contributes to their satisfaction with the gaming experience. We hope that this decision will not only resolve the current situation, but will also be a step towards further fruitful cooperation.

We are ready to provide additional information or answer any questions you may have about this bonus or the process. Our team strives to create the best conditions for you to play and is always ready for a dialog to ensure a high level of service!

Thank you again for your understanding and willingness to resolve this issue.

So I get €6000 to withdraw and then €200 as a bonus to play with?

Also kriege ich 6000€ zum auszahlen und 200€ Anschließend als Bonus zum spielen?

Dear backage,

Could you kindly confirm if you find the casino's latest offer acceptable? As stated in their recent communication, a bonus of €200 will be credited to your account once you confirm receipt of the €6000 withdrawal.

Looking forward to your confirmation.

Hello, yes I agree with 6000€ and 200€ bonus.

Hallo, ja ich bin einverstanden mit 6000€ und 200€ bonus.

Dear Spades Queen Casino,

Thank you for your cooperation and willingness to find a suitable compromise in this matter. I truly appreciate your dedication and player-friendly approach.

The player has confirmed that your proposal is acceptable. I kindly request that you release the funds at your earliest convenience.

Please note that this complaint will remain open until the terms of the agreement have been fulfilled and the player has confirmed receipt of the funds.

Thank you once again for your attention and prompt action.

Dear Dario and Casino Guru Team,

We sincerely thank you for your cooperation and patience during the process of reviewing your complaint. We are pleased to inform you that your issue has been thoroughly investigated and we are now ready to finalize its resolution.

We are pleased to inform you that €6,000 is already available in your account. In addition, we have credited you with a €200 bonus as a token of our appreciation for your patience and understanding during this process.

In order to finalize this process, we ask you to confirm that the situation has been successfully resolved and close the complaint. Closing your complaint will help us ensure that all of your requests have been properly addressed and allow us to focus on providing even better service in the future.

If you have any further questions or comments, please let us know. We are ready to provide you with the necessary support to make sure that all aspects are resolved in your favor.

Thank you very much for your loyalty and trust in us. We hope that you will be satisfied with the result and continue to work with us in the future!

Dear Spades Queen Casino,

Thank you for your swift action in resolving this issue.

Dear backage,

Could you kindly confirm that your funds have been restored to your balance and that the bonus has been successfully credited to your account?

Yes I recieved my money and the bonus, thank you Guru and Spades! I hope for a quick payout of my funds.

Yes I recieved my money and the bonus, thank you Guru und Spades! Ich hoffe auf eine schnelle Auszhalung meiner Mittel.

Dear backage,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo