Spin Million Casino - Player's winnings have been voided and withdrawals cancelled.

Complaint regarding voided winnings of approximately £8,000.

I am submitting a complaint regarding the voiding of my winnings and cancellation of withdrawals following a gaming session on this casino.

I deposited £50 and received a £75 promotional bonus credit, giving a total starting balance of £125. After completing the wagering requirements through normal slot gameplay, my balance eventually reached approximately £8,000.

I submitted two withdrawal requests (£5,000 and £3,000 screenshots attached from automatic email generated initially from them). Both withdrawals were later cancelled and my winnings were removed from my account. I was refunded the initial £50 stake and the remaining winnings were wrongfully voided.

I did not receive any email notification explaining the decision at the time the withdrawals were cancelled and the winnings were removed. The only explanation provided was later given through the live chat function when I contacted support to ask what had happened (attached).

The casino stated that my winnings had been voided due to an alleged breach of the maximum bet rule while a bonus was active. They claim that a remaining bonus balance of £2.25 restricted my maximum bet to approximately £0.67, and that several bets between £3 and £9 breached the rules.

I dispute this decision for several reasons:

Firstly, I am a VIP player and the casino’s own terms state that VIP players are permitted to place higher bets relative to the bonus credited.

Secondly, the rule referenced refers to the "total value of the active bonus credited", not the fluctuating remaining bonus balance. The casino appears to be interpreting this rule using the remaining balance rather than the credited bonus amount.

Thirdly, during gameplay the balance was displayed only as "Credit". There was no visible distinction between cash and bonus balances, and therefore no clear indication that a very small remaining bonus balance was still active or that such a restrictive maximum bet applied.

Fourthly, my gameplay consisted of normal slot play across multiple games with standard stake sizes. Several of the largest wins from the session included:

£10 bet – Gates of Olympus 1000 – £2,014 win (this occurred after the wagering requirements had already been completed)

£6 bet – Tut’s Legacy – £2,135.40 win

£5 bet – Her Genie Ways – £625 win

£4 bet – Big Bass Splash – £3,747.60 win

£4 bet – Sugar Rush 1000 – £1,508.80 win

£5 bet – another slot (game name not shown in history) – £1,015 win

Importantly, the £2,014 win from a £10 bet occurred after the wagering requirements had already been completed, meaning the bonus should have been converted to real funds and bonus restrictions should no longer have applied.

Additionally, earlier withdrawals from my account had already been reviewed and approved by the casino under similar gameplay conditions:

£3,007 – withdrawal placed 05/01/2026 – paid 09/01/2026

£3,901 – withdrawal placed 17/01/2026 – paid 28/01/2026

£5,000 – withdrawal placed 28/01/2026 – paid 04/03/2026

These withdrawals total £11,908 and demonstrate that similar gameplay was previously accepted and approved by the casino.

The final withdrawal listed above also took approximately five weeks to process despite frequent requests for updates.

In my view, even if a technical breach were assumed, confiscating approximately £8,000 due to a £2.25 remaining bonus balance represents a disproportionate penalty. Based on the rules stated in their terms, as a VIP member I could submit a maximum single stake of 30% of the initial bonus credited, maxed out at £15 per single stake. In this instance, the bonus credited was £75, so 30% is £22.50. The highest stake I played was £10, so well within the terms they state on the site.

I attempted to resolve this directly with the casino by sending a formal complaint email (09/03) and a follow-up message (13/03) but have received no response. These were sent to both:

Support@spinmillionmail.com

Vipmanager@spinmillionmail.com

See attached screenshots:

• The 2 email confirmations of the initial requested withdrawals
• Withdrawal history from the website (showing 'cancelled')
• Description taken from the chat function on the website and WhatsApp
• 'Adjustment'of £7,950 winnings

I also have screenshots confirming VIP status, proof of the individual larger wins listed above and the bonus terms stated on the website which contradict the interpretation of bonus credited. The max amount of acreenshots is exceeded below, but happy to provide on request.

I am therefore requesting assistance in reviewing this case and asking the casino to provide a full audit of the alleged breaches, including the exact bets, timestamps, and bonus balance at the time.

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Stay safe.

Dear SB1111,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

"13. Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 8 NZD, 32 PLN, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 15 NZD, 60 PLN, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion.

14. Please note that some titles allow in-game bonus feature purchases, as well as "gamble" and "double" features. Once completed, such a transaction is regarded as a one-time bet of the same amount as the cost of the bonus, gamble, and/or double feature. For example: buying a bonus feature of €/S/£ 20 in a game will be considered as a bet of €/S/£ 20"

Our position 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.

Nevertheless, I’d like to emphasize that we’ve received many complaints about delayed withdrawals from this specific gambling establishment. Despite numerous cases submitted, the casino has decided to adopt a No Reaction Policy approach in response to all our attempts to negotiate any issues.

However, if you feel you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is petra.h@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards

Petra

Thank you for your response.

I would like to clarify a few important points regarding the application of the maximum bet rule in this case.

The casino stated that a remaining bonus balance of £2.25 meant my maximum permitted stake was approximately £0.67. However, based on my gameplay timeline, this does not appear to reflect the actual balance during the session.

After my £50 deposit and £75 bonus credit, I played:

• 18 free spins on Hooks Heroes – winnings £2.25

• 1 paid spin at £0.20

• 50 free spins on Magic Portals – winnings £54

This brought my balance to approximately £181 before playing Sugar Rush 1000.

I then placed five spins at £4, winning £1,508.80 on the fifth spin. This demonstrates that the balance during this period was significantly higher than £2.25, and therefore the explanation provided by the casino does not appear consistent with the gameplay.

In addition, the terms state that the maximum bet is based on a percentage of the total value of the active bonus credited. In my case this was £75. As a VIP player, the terms state that bets up to 30% of the bonus (capped at £15) are permitted.

My stakes of £3–£9 fall within this range.

I would also like to highlight that one of the largest wins:

£10 bet – Gates of Olympus 1000 – £2,014

These were, to the best of my recollection, placed after the wagering requirements had already been completed. If confirmed, this would mean bonus restrictions should no longer have applied at that point.

For these reasons, I believe the rule may have been incorrectly interpreted or applied.

I have provided my game history and supporting evidence via email to assist with reviewing the timeline. I would kindly ask the casino to provide a full audit log including:

• Bonus balance at the time of each bet

• Cash vs bonus breakdown

• Timestamps of bets

• Confirmation of when wagering was completed

This should allow for an accurate assessment of whether any breach actually occurred.

Thank you for your assistance.

Dear SB1111,

Unfortunately, we have reached a point where we are unable to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation. However, this casino has 10+ cases closed as "No Reaction Policy," which clearly shows that it is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand that this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could change the casino’s approach.

Regrettably, we have no other choice since it seems to be a common practice for Spin Million Casino to completely ignore our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives, as well as with affiliate team members. Unfortunately, all efforts to resolve any issues have died as the complaints grew in numbers. We strictly recommend staying away from Spin Million Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

Best Regards,

Petra