Spin Million Casino - Withdrawal of player's winnings has been delayed.

Title:

£5,000 Winnings Voided by Spin Million After False Bonus Breach Accusation

Complaint:

I’m submitting a formal complaint against Spin Million Casino (spinmillion71.com) regarding the voiding of a £5,000 slot win on 8th July 2025.

Facts:

• I made three real-money deposits on the night of 8th July.

• I played slots with my cash balance, and won £5,000 — no active bonus was applied at the time of the win.

• The casino approved my KYC documents and told me the withdrawal was "in progress" and could take up to 7 business days.

• Suddenly, on 14th July, I was told the withdrawal had been denied because of a bonus term violation (maximum allowed bet exceeded).

• Their audit team is referencing a free spin bonus from 5th July, which is completely unrelated to the 8th July win.

• I clearly won the £5,000 after that bonus had ended and was not under wagering or any other restriction when I made the winning bets.

• They erased the £5,000 win and credited me with only £50, stating that’s my "real cash balance."

What I’m Requesting:

• Immediate reinstatement of my £5,000 winnings, or a full explanation based on accurate timestamps and transactions proving otherwise.

• An internal review of their audit team’s decision. I have screenshots and full chat logs showing misleading communication and confirmation that my withdrawal was in progress.

This is extremely unfair and misleading behavior. I’ve been cooperative, patient, and followed all terms. I request your help in resolving this dispute.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Casino Guru Complaints Resolution Center,

Thank you for your response.

I understand the usual guidance regarding withdrawal delays; however, this case is different. My £5,000 withdrawal has already been reviewed and explicitly refused by the casino, and the funds have been removed from my account. This is not a delay — the money has been confiscated, and I have been left with only £50.

The casino claims I breached bonus terms due to small over-limit bets (£0.30–£0.50) placed during a bonus session on the 5th of July. However, I did not win the £5,000 from that bonus session. The win occurred on the 8th of July, from a new session and clean deposit, after I believed all prior bonuses had been cleared or were no longer active.

They are using a past bonus violation from a completely different day to justify voiding subsequent winnings that were unrelated to that bonus. This retroactive application of bonus terms is unfair and not in line with industry standards. No proof has been shown that the £5,000 win came from any active bonus at the time.

I am requesting your urgent assistance in reviewing this case. The funds were already approved for withdrawal before being reversed without justification. I have screenshots, live chat logs, and transaction history available to support my position.

Thank you for your time and help.

Kind regards

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please request your game history from the casino in Excel format and send it to [email protected] once received, along with the exact time of the incident?

Could you please specify the bonus and share your bonus history?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Hi, following on from your previous response i have asked spin million to provide us with the gambling history as you requested. They have denied this request as it has been later than seven days. I have taken screenshots of the history myself but there are 787 screenshots. Please advise me on how you would like me to proceed with this now as I can only attach 5 screenshots per email.

Kind regards

Hi, following on from this. Please find attached a copy of my full conversation with spin million regarding my withdrawal. Please can you advise me on how you would like me to proceed from here,

Kind regards, 

Dear player, could you please forward the email you sent to the casino when you requested your game history, as well as their reply denying your request? You can forward it directly to my email at [email protected].

I have sent email as requested

Dear player,

Unfortunately, we have reached a point where we are unable to move forward with your complaint. Typically, we would now attempt to contact the casino for an explanation. However, Spin Million Casino has a history of 15+ cases closed under our "No Reaction Policy," indicating that they are unwilling to cooperate with us.

Regrettably, we must close your complaint as "unresolved." This outcome will negatively impact the casino’s overall rating, and while I understand this is not the resolution you were hoping for, a lower rating due to unresolved complaints may eventually prompt the casino to change its approach.

Despite our best efforts—including multiple emails, live chat attempts, and reaching out to their affiliate team—the casino has consistently ignored our attempts to mediate issues. Given this pattern, we strongly recommend avoiding Spin Million Casino.

If the casino decides to cooperate in the future, they have the option to reopen this complaint at any time.

I truly wish I could offer a better outcome.

Best regards,

Dominika

Casino.Guru