hennabenna

Thank you both for your input, I appreciate the perspectives. In my case, the promotion was still active when I deposited. I received the email only a few hours after the promotion started, so this was not an issue of missing a deadline or activation. Support also confirmed that the issue was escalated to the promotions team, so it was not treated as a simple user error. I understand that many casinos have minimum deposit requirements, and I’m not disputing that in general. My concern is how this was presented and handled. The promotion clearly stated that any deposit amount qualifies and that there is no minimum deposit, yet after my deposit was accepted, I was told a separate minimum applies. More importantly, the issue was escalated and I was told I would be contacted, but I have not received any follow-up at all and had to return to chat multiple times myself over several days. Regardless of the bonus outcome, I would expect a clear and timely response—especially when my funds are restricted and I am unable to withdraw them without wagering. That’s the main issue I’m trying to resolve.

Thank you for your responses. I appreciate the input. I was also asking if anyone here has had direct experience with SpinsUp in a similar situation. The way this promotion was presented is confusing from a customer perspective. It’s similar to a store advertising “buy any item and get a free gift,” but after you pay, you’re told the gift only applies if you spent a minimum amount that wasn’t clearly stated in the offer itself. In this case, the promotion stated that any deposit amount qualifies and that there is no minimum deposit, yet after my deposit was accepted, I was told a separate minimum applies. It also feels comparable to being unable to return the item for a refund, and instead only being offered store credit that can only be used under limited conditions and within a set time frame. From a user perspective, this creates a situation where I am encouraged to proceed under one set of conditions, but then restricted by different conditions afterward. If a $30 minimum was required, it would have been clearer and more transparent to state that directly in the promotion rather than accepting deposits that do not qualify.

I made a deposit after receiving a promotion stating that a bonus would be credited instantly and that any deposit amount qualifies. My deposit was accepted, but the bonus was not applied. I contacted support immediately, and the issue was escalated, however I did not receive any follow-up or update from the promotions team for several days and had to follow up myself. I was later informed by support that a separate minimum deposit requirement applies, which contradicts the promotion stating no minimum deposit. Additionally, my deposit is subject to a 3x wagering requirement despite no bonus being applied, which restricts access to my own funds. I am not comfortable being required to wager my own deposit just to withdraw it. Although my case is still under review, support has already taken a position that my deposit does not qualify for the bonus. My refund request has now been escalated, and I am awaiting resolution. Has anyone else experienced this with SpinsUp?