The player from Germany had deposited €50 at Spinanga Casino and claimed a 100% bonus, managing to increase his balance to over €300. However, he suddenly lost all his winnings, and after contacting support, he was informed that his funds would not be returned without a clear explanation, despite not violating the bonus terms. After a thorough review, it was confirmed that the casino had acted within its rights as the wagering requirements for the bonus had not been completed within the set timeframe. The player was offered a return of his initial deposit of €40, but he insisted on receiving his €300 winnings. The Complaints Team advised that further action could be taken by contacting the relevant licensing authority for an independent review. The complaint has been rejected.
Spinanga Casino - Player's funds have been confiscated.
Unjustified complaint
Amount: €300
Spinanga Casino
Safety Index:HighCase summary
Translation
Good evening, dear Guru team,
I have a problem with Spinanga Casino.
I claimed a 100% bonus and deposited €50. This allowed me to play with €100. After a while, I played my way up to over €300. Suddenly, all my money was gone.
I then contacted support and explained what had happened. However, I was told that I wouldn't get my money back. The only explanation given was that this was the administrator's decision. When I asked why and for what reason this decision was made, I received no concrete answer—only that it was the administrator's decision.
I did not violate the bonus terms and conditions.
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinanga Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your account blocked, or is it accessible to you?
- Has the casino returned your deposit, or was it confiscated?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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Dear Blumenkind82,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
TranslationMy account was not blocked and I did not receive my deposit.
Thanks for the explanation and for providing the information.
- After the balance disappeared, was your deposit returned to your player's balance, or was your deposit refunded to your bank account?
- Have you made any previous deposits in the casino, or have you deposited after the incident at the casino?
TranslationI didn't get anything back and it was my first deposit.
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear Blumenkind82,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Spinanga Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case and state the reason why the player´s balance have been deleted?
Thank you in advance for providing the information.
Dear Blumenkind82,
Thank you for bringing this to our attention.
Could you please clarify the date of the aforementioned deposit and bonus and the type of bonus (e.g welcome bonus, CRM offer etc)?
You can find this information from your account (Transaction History, Gaming History).
Thank you for your cooperation.
Kind Regards,
Spinanaga team
TranslationHello Spinanaga team,
On March 3, 2025, I deposited 40 euros and played with a bonus. I activated the bonus at 5:16 p.m. I was told I had 24 hours to use it after activation. After about four hours, I had more than 300 euros in my account. All the money was deleted, and I was simply told it was the administrator team's decision. It's unacceptable that I activate a bonus and everything is deleted after four hours. I request my 300 euros.
Dear Blumenkind82,
Thank you for bringing this to our attention.
We would like to draw your attention to the following Terms & Conditions, which you accepted upon registration:
7.3: We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotion, as well as permanently or temporarily ban any customer or a group of customers from the promotion program of the Website at our sole and absolute discretion. In the event of any dispute regarding our promotions (including, without limitation, eligibility, use, abuse, fair play, calculation of winnings and wagering requirements) Company’s decision shall be final and non-negotiable.
We appreciate your understanding regarding this matter.
Dear Martina,
Kindly be informed that an email was sent including the relevant documents.
Kind regards,
Spinanaga Casino Team
TranslationSo if someone is playing with a bonus and winning, can you just delete their balance for no reason? I haven't violated anything. And if I have violated anything, I ask them to send it to me. But simply deleting the money without a reason is a total rip-off.
Dear Blumenkind82, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.
Thank you for being so patient.
Dear Martina,
Kindly be informed that we replied on your e-mail, providing the additional information requested.
Kind Regards,
Spinanga team
TranslationGood evening, I haven't violated anything. I haven't wagered more than €5, and I haven't used the risk ladder. I haven't played any locked games with the bonus, and it also says I can't play certain games with the bonus, and the games won't open either. To date, I haven't received any explanation from you as to why my money was deleted. Therefore, I find it simply unfair and a rip-off by the casino. I will post in every forum with evidence that Spinanga Casino deletes credit for no reason. I'm giving them another week to return my credit.
Dear Martina,
Kindly be informed that we replied to your e-mail.
Thank you.
Kind Regards,
Spinanga Casino team
Dear Spinanga Team, I havent received anything after I have sent an email on Tuesday 16th Sept.
Can you please resend it?
Thank you so much
TranslationHello Martina, I can only tell you that Spinanga Casino is a scam. Anyone who still deposits money on Spinanga has only themselves to blame. Funds are deleted for no reason when asked why; it's the administrator team's decision. 😂😂😂 Rip-off casino, scam casino. We're talking about 300 euros. And now imagine you win a few thousand euros. Scam, lying casino.
Dear Spinanga Casino,
it has arrived, thank you! I replied. Can you please check it out?
Thank you very much
Dear Martina,
Kindly be informed that we replied to your e-mail.
Kind Regards,
Spinanga Casino team
TranslationWhat's going to happen to my money now?
Dear Blumenkind82, We are still discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.
Thank you for being so patient.
Dear Martina,
Kindly be informed that we replied to your e-mail.
Kind Regards,
Spinanga Casino team
Dear Blumenkind82,
We would kindly request to check the email received and provide us the required information.
Thank you in advance.
Kind Regards,
Spinanga Casino Team
TranslationHello, I have now sent everything to you via email.
Thanks
Dear Blumenkind82,
can you please give us an update? Have you received your payments?
TranslationHello Martina, I haven't received any payment yet. I was asked to send my account details by email, which I did, but I haven't received any payment yet.
Dear Blumenkind82
thank you for letting me know.
I will keep this complaint opened until your confirmation regarding successful withdrawal.
Please let me know as soon as you receive the payment.
TranslationHello, I was just informed by an employee (Inoscue) in the casino chat that I won't receive any money. I asked in the chat what was happening with my money, and the employee said I wouldn't receive any money.
Dear Spinanga Casino Team,
can you please join the conversation and let us know what is going on?
Thank you in advance
TranslationI've never experienced such a bad casino. The chat employees should all be fired, too. This is about 300 euros, and I'm 100% in the right. This whole thing has been going on for over a month. Every player shouldn't deposit a cent more. Funds are simply deleted. On top of that, I've collected points that can be converted into cash, and that was blocked for me, too. I can only advise everyone to stay away from this casino.
TranslationSpinanga Casino Team, why am I not receiving my money? And why am I not receiving a response via email?
TranslationHello, I've still had no response to my email and no money in my account. Please reply.
Dear Blumenkind82,
I completely understand that the waiting can be frustrating!
I’ve reached out to the casino representative outside of this thread, so hopefully, we’ll receive a response soon. If I get any updates, I’ll let you know right away and please do keep me updated as well.
TranslationDear Martina, the casino doesn't respond to anything.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
TranslationI knew it wouldn't do any good; this casino just keeps the players waiting.
Dear Blumenkind82,
We are happy to inform you that your payment is in process.
Thank you for your cooperation and patience.
Kind Regards,
Spinanga Casino Team
Thank you Spinanga Casino for an update!
Dear Blumenkind82
At this point it should only be a matter of time before the payment reaches you.
I will keep this complaint opened until your confirmation regarding successful withdrawal.
Please let me know as soon as you receive the payment.
TranslationI just received an email stating that I requested a €40 withdrawal. I want my €300, not the €40 deposit. I used the €40 deposit to get my balance up to €300, and now you're deleting my €300 and want to give me €40 back? No, that's not how it works. I insist on the €300.
TranslationHello Martina, I received €40 from the casino. What's the point of this? It's about €300. I used my €40 deposit to play for €300, and then everything was deleted, and now I only get €40. What's the point of this? As soon as someone wins, the money is simply deleted. I would like the remaining €260, please. I'm not happy with this at all.
Dear Blumenkind82,
I’m truly sorry that this situation has caused you frustration. I completely understand how disappointing it must feel. Please know that your concerns were taken seriously and reviewed with genuine care.
After carefully examining all the information available as an independent party, I must unfortunately confirm that the casino acted within its rights. The wagering requirements for the active bonus were not completed within the set timeframe, which means the bonus could not be granted under the current terms.
That said, in line with our fair gambling policy, we made sure your deposit was returned to you. I know this resolution may not feel fully satisfactory, and I sincerely wish there were more I could do to change the outcome.
If you’d like to take the matter further, you do have the option to contact the relevant licensing authority for an independent review.
Thank you for your patience and understanding.
I truly appreciate the respectful way you’ve approached this, even in a difficult situation.
