The player from Germany filed a complaint against SpinFever due to the incorrect combination of a €50 real money balance with a later activated bonus, which had reduced his withdrawal amount. He clarified that the €50 was a separate balance requested for withdrawal before activating the bonus and provided evidence, including transaction history and chat logs, to support his claim for reinstatement of the funds. The issue was resolved after the complaint was reviewed, and the player confirmed satisfaction with the outcome. The complaint was marked as resolved by the Complaints Team.
Spin Fever Casino - Player’s withdrawal is reduced by bonus issue.
Resolved
Our verdict
Case closed
Amount: €50
Spin Fever Casino
Safety Index 8.1 HighCase summary
Discussion
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3 weeks ago
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3 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please specify the exact date when you made the deposit from which you accumulated the €50 winnings you were trying to withdraw?
- Did you activate any bonuses with this deposit?
- Have you made any successful withdrawals from this casino before?
- Could you please forward me the communication between you and the casino's customer support regarding the cap applied to your winnings? My email address is veronika.f@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 weeks ago
Translation
Hello Veronika,
Thank you for your feedback. I will gladly answer your questions and send you the situation again in chronological order:
The €50 in question was separate real money and not part of the bonus that was activated later. My withdrawal history shows that I had already requested a withdrawal of €50 on June 26, 2026, at 12:51 PM, before the bonus process was initiated. I only canceled this withdrawal later because I didn't want to have two separate withdrawals open simultaneously. Of course, this shouldn't have made the amount bonus money.
Later, I used the "Fortune Spin Gold Reward 3 Result" bonus. I've also attached the email from SpinFever, the chat history, and screenshots. SpinFever themselves confirmed that a maximum withdrawal limit of €23.10 applies to this bonus. I'm not primarily questioning this bonus limit. My point is that my previously requested €50 real money bonus was incorrectly included in this bonus calculation.
Regarding your question about a deposit: Yes, a deposit of €30 was made on June 26, 2026, at 12:23 PM. However, this deposit was not used to calculate the €50 real money bonus I later disputed; I had already submitted a separate €50 withdrawal request beforehand. The subsequent bonus process was a separate, follow-up step.
I've already sent you screenshots, the withdrawal history, the chat with support, and a video as proof. The video also shows that I canceled an older withdrawal request to avoid having two withdrawals pending simultaneously. I can gladly forward the video again via Google Drive if needed. My emails also contain the relevant documentation.
My position is therefore:
• The €50 was real money and not a bonus amount.
• The €50 were requested for payout before the bonus was activated.
• The subsequent cancellation of the application did not change the fact that it involved separate real money.
• The bonus limit of €23.10 only applies to the "Fortune Spin Gold Reward 3 Result" bonus.
What I find particularly troubling is that the amount wasn't reduced and canceled until later that same evening, around midnight. Such delayed adjustments seem unclear and problematic to me because they can lead to real money and bonus funds being mixed up retroactively. I don't consider that a proper procedure.
Please review the case again from this perspective and fully consider the enclosed evidence.
Best regards
Arian
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2 weeks ago
TranslationAdditionally, I'd like to mention that the rules for the Gold Spin are rather unclear. While the Gold Spin terms and conditions do mention specific potential winnings, including higher cash amounts, they also refer back to the general bonus terms and conditions at the bottom.
That's exactly what I don't understand: If there are separate conditions for the Gold Spin, why do the general conditions also apply?
This makes it unclear to me which rule actually applies in the end. A lot of money was taken without a reasonable explanation.
I therefore ask you to also review and assess this matter.
Best regards
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2 weeks ago
TranslationAnother important point: The maximum cashout of €23.10 for the 'Fortune Spin Gold Reward 3 Result' bonus was not automatically applied immediately after fulfilling the wagering requirements, but was manually adjusted much later. Therefore, I was able to request a withdrawal of €350, but it was precisely during this subsequent adjustment that my previously separately requested €50 real money was incorrectly included in the bonus calculation.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear LeeRock,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
