SpinsUp Casino Accepted Deposit But Denied Bonus And Restricted Funds

[hennabenna]

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?

[cocopop3011]

15 minutes ago, hennabenna said:

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?

Hi and welcome to the forum - do you have the terms and conditions you can post please? So what was the reason they gave you why the bonus wasn’t applied? Country restriction? 

[Blackjax]

@hennabenna how much money did you deposit?

Do you have screenshot of the bonus terms?

[Afi4wins]

@hennabenna Hi there and welcome to the forum.

You may not be comfortable with having to wager your deposit 3x before any funds can be withdrawn BUT this is a STANDARD REQUIREMENT at all online casinos, so you just have to accept this fact.

Some casinos only require a 1x wagering on deposits, so you may want to switch over to such casinos.

As for bonuses, there is ALWAYS A STATED MINIMUM AMOUNT in order to claim any bonus offers, but in your case, this could have been missed to be stated by the casino's marketing team but is always indicated somewhere else in their website, especially in the bonuses/promotions section.

Why the deposit bonus was not credited into your account? Most probably because you did not deposit the required minimum amount (usually 20 EUR/USD/or equivalent).

[hennabenna]

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.

[Afi4wins]

@hennabenna I personally have been through such cases before (at some other casinos), quite a number of times over the years, whereby I didn't get the stated deposit bonus due to a small shortage in my deposited amount - the bonus required a slightly more deposit amount and not the usual minimum amount!

In all those cases, any additional deposit to make up the shortage wouldn't work, as the minimum required amount must be made in one single deposit.

In the end, I had to play my games with just the raw cash.

[marius1978]

I got the exact same offer last week from one of their partner casinos and it had a very short window to claim the bonus, like 24h, so perhaps you missed the deadline. These codes usually work but you have to press "apply" as well, not just type in the text, which I'm sure you know, but just mentioning anyway. I'm pretty sure it said 'deposit ANY amount and get an extra 100' but there was also a max cash out attached, of only 5x the deposit so I found the offer to be pretty poor for a low deposit actually.

[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.

[Afi4wins]

@hennabenna Okay, I understand your situation and I get your point too.

If I were you, I wouldn't have waited for so many days to get a response from them - some support team can be quite unhelpful and very slow to make any response, escalated or not.

If the deposited amount isn't much, say between 20-50 GBP/EUR/USD, I would simply drop the issue and play on without the bonus. I would be more careful the next time, maybe not even making another deposit at that same casino (have done at some other casinos before).

Anyhow, if getting a clear answer and response from them is more important to you, then you just have to be patient and hopefully they will respond in due time.