Spin Million Casino - Player's winnings are being confiscated.

I am submitting this complaint because SpinMillion.uk is refusing to pay my legitimate winnings, has misled me regarding bonus terms, and is now ignoring all communication. Their behaviour strongly suggests serious violations of Curaçao licensing requirements.Summary of the problem:

I fulfilled all wagering conditions shown to me at the time of play. After meeting the requirements, I accumulated nearly £9,000. The casino paid only £1,000 and then blocked the rest of my withdrawal without providing clear evidence or justification. They have since stopped replying. Why I believe this operator is breaching your rules:

1. Misleading and inconsistent bonus terms

Bonus rules shown during play allowed higher stakes than the casino now claims. Maximum stake displayed in-game was £7, and I played at £7. The casino later tried to claim that the limit was lower, contradicting what was actually shown. This is misleading and unacceptable.

2. Retroactive enforcement of rules

The casino applied bonus restrictions after I completed the wagering and won. This is a classic tactic used by rogue operators to avoid paying players. This violates fair gaming principles.

3. Partial payout without explanation

They paid only £1,000, keeping the rest of my winnings without legal basis. I request the immediate release of the remaining balance, which is rightfully mine.

4. Refusal to provide evidence

When I asked them to provide proof supporting their decision, they failed to deliver any documentation.

5. No communication or dispute handling

The operator has not responded to my emails for days. They offer no functional complaint procedure and ignore all attempts at resolution.

Requested action:

I am requesting that Curaçao eGaming investigate this operator immediately and compel them to:

Release the remaining balance of my winnings in full, without further delay,

Provide documented, verifiable evidence that justifies withholding my funds.At this moment, they have provided nothing.

Additional information:

– Casino: SpinMillion.uk

– Issue: Refusal to pay winnings, misleading bonus rules, partial payout, ignoring all communications

– I am ready to provide screenshots, emails, and proof of all wagering conditions displayed during the game.

I am requesting urgent intervention, as the operator’s behaviour clearly indicates potential fraud and a breach of Curaçao license obligations.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Our position on breaches of the maximum bet rule is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

Please allow me to ask you a few questions so I can better assist you with your complaint:

• Do I understand correctly that the casino didn't provide you with details regarding your player's activity, such as your gaming history, on your request?
• Have you played and won after you completed the wagering requirement of the bonus, but before requesting a payout?
• Could you please specify which bonus you accepted and played, and how much you deposited in order to activate the bonus?
• Share screenshots here or send the information to my email at tomas@casino.guru

Thank you in advance for your reply.

Best regards,

Tomas

Hi Tomas,

Thank you for your reply.

I would like to clarify a few important points to help you analyse my case properly:

1. The casino is using two conflicting versions of the max bet rule

Their official Bonus Terms clearly state a universal fixed limit:

"Max bet: 8 EUR / 8 USD / 8 GBP / 8 CAD …"

This is the industry-standard fixed limit.

However, in the email they sent me, they calculated a different limit (6.75 GBP) using a percentage formula based on the bonus amount.

These two rules directly contradict each other.

A casino cannot selectively apply the stricter rule only when it benefits them.

In any situation where conflicting T&Cs exist, the version more favorable to the player must apply.

My bet of 7 GBP did NOT exceed the clearly stated 8 GBP limit.

2. I cannot provide screenshots because the casino blocked my access

After voiding my winnings, the casino restricted my account.

I cannot log in, and therefore I cannot access:

my gameplay history

my bet history

my session data

or any screenshots

I requested this information directly from the casino several times, but they refused to provide it, which in itself is unacceptable and raises serious concerns.

If needed, I can forward their email response confirming their refusal to supply my gaming history.

3. Summary

No max bet rule was broken under the fixed 8 GBP limit

The casino is applying contradictory T&Cs

They withheld over £8,000 of my winnings without valid grounds

They refused to provide my gaming history

They blocked access to my account to prevent me from gathering proof

I kindly ask Casino Guru to continue handling my complaint, as the casino's Hi Tomas,

Thank you for your reply.

I would like to clarify a few important points to help you analyse my case properly:

1. The casino is using two conflicting versions of the max bet rule

Their official Bonus Terms clearly state a universal fixed limit:

"Max bet: 8 EUR / 8 USD / 8 GBP / 8 CAD …"

This is the industry-standard fixed limit.

However, in the email they sent me, they calculated a different limit (6.75 GBP) using a percentage formula based on the bonus amount.

These two rules directly contradict each other.

A casino cannot selectively apply the stricter rule only when it benefits them.

In any situation where conflicting T&Cs exist, the version more favorable to the player must apply.

My bet of 7 GBP did NOT exceed the clearly stated 8 GBP limit.

2. I cannot provide screenshots because the casino blocked my access

After voiding my winnings, the casino restricted my account.

I cannot log in, and therefore I cannot access:

my gameplay history

my bet history

my session data

or any screenshots

I requested this information directly from the casino several times, but they refused to provide it, which in itself is unacceptable and raises serious concerns.

If needed, I can forward their email response confirming their refusal to supply my gaming history.

3. Summary

No max bet rule was broken under the fixed 8 GBP limit

The casino is applying contradictory T&Cs

They withheld over £8,000 of my winnings without valid grounds

They refused to provide my gaming history

They blocked access to my account to prevent me from gathering proof

I kindly ask Casino Guru to continue handling my complaint, as the casino's actions are not compliant with fair gaming standards.

actions are not compliant with fair gaming standards.



And I send messange for casino that I want proof and send me answer

I would like to explain the emotional impact this situation has had on me, because it has left me genuinely distressed and unsure where else to turn for help.

I deposited my own money and played normally, believing the casino’s systems would prevent any action that was not allowed. I was never warned about any issue, never informed that a stake was not permitted, and never given any indication that my gameplay was in violation of any rule. When I finally won a larger amount, I honestly felt relieved and happy — it was a significant sum for me, and I believed everything was legitimate.

Instead, I spent days waiting for my withdrawal while the casino delayed the process, asked for more documents, and kept me in uncertainty. I followed every instruction, hoping that the process would finally be completed. Only after fully verifying me did they suddenly void almost my entire balance, without providing proof, without giving me access to my gameplay history, and by using bonus rules that were unclear and contradictory.

It felt like the rules were only "activated" against me once I won — not before.

This made me feel helpless and taken advantage of.

Emotionally, this has been extremely difficult.

I am not a high earner, and losing this amount — especially after believing it was legitimately won — has caused me a great deal of stress and anxiety. What hurts most is the feeling that I did everything in good faith, followed the process, cooperated fully, and still ended up being treated as though I did something wrong. It is deeply discouraging and has made me lose trust in the fairness of the casino.

I am respectfully asking for your help because I feel I have no power against a casino that can void winnings at will, apply rules inconsistently, and refuse to show evidence. I am simply asking for fair treatment and transparency. Right now, I feel like my voice is not being heard by the casino, and this is my last hope for a just resolution.

Hello, how long do I have to wait for an answer?

?

Following my previous complaint and the evidence provided, I kindly request an update on the status of my case.

Please confirm that my complaint is being actively reviewed and advise on the expected response timeframe.

Thank you for your patience. We currently have hundreds of active complaints, and we strive to reply as soon as possible within the allotted time of 7 days.

Thanks for your patience.

I went over the evidence provided.

You wrote:

Bonus rules shown during play allowed higher stakes than the casino now claims. Maximum stake displayed in-game was £7, and I played at £7. The casino later tried to claim that the limit was lower, contradicting what was actually shown. This is misleading and unacceptable.

Could you please provide evidence of what the bonus rules showed to you during gameplay, or provide a detailed explanation of the situation?

Send evidence to my email at tomas@casino.guru for review.

I send you screenshot what casino send me rules.

Dear Tomas,

Thank you for reviewing my case.

I would like to clarify an important and logical point based on the casino’s own statement, which I have attached as evidence.

The casino explicitly confirms that I placed bets of £7 while the bonus was active. This clearly proves that this stake level was available and selectable during my gameplay. If the system truly considered £7 to be an invalid or prohibited stake, it should not have been technically possible for me to place such bets in the first place.

As a player, I relied on what was displayed and permitted by the casino interface. The game allowed me to select and place £7 stakes without any warning, restriction, pop-up, or automatic adjustment. Therefore, it is evident that the system itself permitted this level of betting, and any later claim that this stake was not allowed directly contradicts the practical reality of what was shown and enabled.

Punishing a player after the fact for using options that were clearly made available by the casino software is unfair, misleading, and fundamentally against the principles of transparency and responsible operation.

I did not attempt to manipulate the system in any way — I simply played using the stakes that were visibly and technically accessible. The casino’s own message confirms this.

For this reason, I strongly believe my case represents unfair retroactive application of bonus rules and respectfully ask for your continued support in ensuring a fair resolution.

I'll add a screenshot from the casino confirming that I played at a stake of £7 and they wrote it to me themselves

Hello,

I have just logged into my account at SpinMillion, and I discovered that my entire game history has been modified after I submitted my complaint.

The current "history" now contains fabricated entries such as large "adjustments", missing gameplay records, and completely unrealistic transactions that never existed before.

This is deeply concerning and strongly suggests manipulation of player data after the dispute was opened.

I am attaching the new version of the history they created.

Previously, all my actual gameplay, including the £7 bets they themselves confirmed to me in writing, was visible. Now it has disappeared.

This raises serious concerns about the integrity and honesty of the casino, and I kindly ask for urgent review of this matter.

Altering account records after a complaint is completely unacceptable and indicates an attempt to hide or tamper with evidence.

Thank you for your assistance.

Attached is the modified history that suddenly appeared in my account after the dispute was opened.

This version did not exist before and does not reflect my actual gameplay.

Additionally, I noticed that the casino changed its search engine name from spinmilion to spinmilion71 during the open complaint. This may indicate an attempt to circumvent liability and make it difficult to verify my account history. I also had to reset my password to access my account.

Hello,

I would like to submit additional evidence regarding my complaint.

After finally gaining access to my account again, I discovered that the casino has manually altered or removed my account history, which is extremely concerning and proves dishonest conduct.

Please see the screenshots I attached:

1. Deposit History – inconsistent, impossible timestamps

The casino shows deposits made on 31/05 at 08:01 and 08:02, including:

a "Cryptocurrency" deposit I never made,

multiple card deposits that do not match my actual gameplay timeline.

These timestamps do not appear anywhere in my bonus or gameplay records, meaning they were edited manually.

2. Game Transaction History – completely empty

Despite the fact that I played many games on that day, the "Game Transaction History" now shows ZERO transactions.

This is impossible unless:

the casino deleted the gameplay logs,

or replaced my original history with a fabricated version.

3. Change of domain from SpinMillion to SpinMillion71

This creates even more suspicion, especially when com

bined with the altered history.

what about my case?

Thanks for your patience.

I apologize; however, I can't interpret the statements of the casino as contradictory. The casino specifies the maximum bet as the minimum of two values, both of which are specified in the text. This formulation of the maximum bet rule, as found in this online casino, is common. In the article I referred to above, we provide a detailed explanation about why we don't consider the circumstances you are pointing out as unfair.

Most casinos restrict the maximum bet size for players who play with bonus money. This rule was most likely introduced to make bonus hunting more difficult. Without the max bet rule, bonus hunters could get a bonus from a casino and try to quickly multiply it by placing big bets. If successful, the multiplied balance would allow them to easily meet the original wagering requirements and cash out their earnings. Consequently, the max bet rule is a valid rule used to prevent most extreme cases of high-volatility bonus hunting.

Since you confirmed you placed multiple bets that breach the maximum bet rule, there is little we can accomplish. In an ideal world, the rule would be enforced on the software level, and many online casinos implement such measures. In other cases, we accept when the casino confiscates the balance due to non-accidental breach of this rule, namely if the breach did not lead to a win and was limited to only a few bets being placed.

Regarding the other issues, please note adjustment most likely represents balance confiscation, and the fact that the domain changed is a very common occurrence in offshore online casinos, as more 'mirrors' exist for a single website.

The conditions for our assistance with the Maxbet issue were not met. Consequently, the complaint will be closed as rejected.

I apologize for the disappointing result of your complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

We’ve reopened this complaint at the request of Paulina123317.

The player's message:

What about my case? How do you explain that I've had my account open for a long time and I've played before, and they deleted my entire game history? How do you explain that I deposited money, I have a history of deposits from my card, but I haven't played with that money? And there's no money. Where is it if there's no game history? That's just theft, right?

Dear Paulina123317,

• Could you please share evidence of particular instances where you deposited money in the casino, but the amounts weren't credited to your balance?

Kindly provide evidence with timestamps.

Looking forward to your reply.

Please how casino change my history and my account I pay in to much money and I never have in my account.

The casino took all my winnings and all my deposits, saying I'd broken the bonus terms. Why did they also take my money? I don't even have them in my history because they changed it, but I do have a transaction on my bank account.

I'd also like to point out that I lost £8,132 in winnings due to playing with a £7 bet. This supposedly violated the bonus terms and conditions. However, I haven't received any proof other than a message from the casino stating that I played with a £7 bet. When I asked for proof, they blocked my access to my gaming history. When I recovered my account, the entire history was changed and the bet was removed. I have no proof from the casino that I broke the bonus terms and conditions, meaning they defrauded me and took my winnings. If I had broken the bonus terms and conditions, they wouldn't have deleted and changed my gaming history. Please ask the casino to return my winnings, which they illegally took from me. I didn't break any bonus terms and conditions; if they had, they wouldn't have denied me my gaming history and manipulated my account. You closed my previous case without even clarifying it with the casino. I can't 100% say I bet £7. I played all day, so I can't confirm it. I want proof from the casino, meaning my game history and the stake I placed. But after contacting the casino, they refuse to provide it, saying the case is closed. I have 39 screenshots of my game history, and not a single one shows the stake. I'm attaching a few. To prove they cheated me, they also deleted all my history on regular games, not the bonus.

I apologize, but we are unable to confront the casino regarding incidents that took place more than 6 months ago.

Kindly explain whether the records from May are relevant to your issue, and provide more context on which particular money is missing from your player's account.

All the funds I deposited were added to my bonus, which was then withdrawn. I didn't play with the money I deposited because they added it to the bonus and then took it away.

Thank you for your reply.

I would like to clarify this point, as I believe there is still a misunderstanding.

The issue did not arise in May.

The gameplay took place in May, but the dispute itself arose later, when:

my withdrawal was delayed,

additional verification was requested,

and finally, my winnings were confiscated and voided by the casino.

At the time of playing in May, I was not informed of any violation, no warning was given, and my gameplay was allowed to continue normally. The problem only occurred after I requested a withdrawal, which is when the casino decided to apply the alleged bonus breach.

Therefore, this is not a historical gameplay complaint, but a dispute regarding a later confiscation of funds and lack of transparency, which remains unresolved.

Regarding the missing money:

The disputed amount is £8,132, which was removed from my balance after the withdrawal review.

Only £1,000 was returned as an "exception", confirming that the funds existed and were verified.

The records from May are relevant only to explain how the disputed balance was generated, not because the issue itself occurred then.

Additionally, after the dispute was raised, I discovered alterations to my account history, including missing gameplay records and modified transaction logs. These changes occurred after the dispute began, which makes this an ongoing issue rather than an old one.

I respectfully ask that this case be reviewed as a withdrawal dispute and account data integrity issue, not as a time-barred gameplay incident.

Thank you for the detailed explanation.

Unfortunately, based on the information provided so far, we consider the incident to have occurred in May, as this is when the alleged breach of the maximum bet took place.

While you argue that the casino contradicted itself in its accusation, we were unable to reach the same conclusion. At this time, we see no grounds to challenge the casino’s position, as we are not convinced that you are eligible for the remaining bonus winnings based on the events described and the evidence you submitted.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.