The player from Finland had deposited €20 for a promotion promising 200 free spins on Reactoonz (Play’n GO); after the bonus was credited, the casino found no Play’n GO games and unilaterally converted the spins to a different game (The Angler) without his consent. When he complained, the operator permanently closed his account—first falsely claiming it was his request, then citing an “administrative decision”—and refused to refund his €20, citing T&C 6.6.2. He requested a €20 refund and a clear explanation for the closure. We assessed that since the €20 deposit had been used for gameplay and no withdrawable balance or winnings were withheld, the bonus issue in itself did not justify a refund. The casino’s account closure was considered permissible, and as no funds remained to be returned, the complaint was closed without a refund.
Spinational Casino - Player’s account was closed after a deposit.
Other
Amount: €20
Spinational Casino
Safety Index:Below averageCase summary
Spinational Casino sent me a promotional offer stating that with a €20 deposit I would receive 200 free spins for the game Reactoonz (Play’n GO). I accepted this offer and made the required deposit. After depositing, the bonus appeared in my account, confirming that the offer was accepted.
However:
Reactoonz was not available on the casino at all
No Play’n GO games were available
The casino unilaterally changed the free spins to a different game (The Angler) after the deposit, without my consent
This is not the offer I agreed to and constitutes a misleading promotion.
Account closure
When I contacted the casino to complain about the misleading bonus, my account was permanently closed.
First, I was told that the account was closed at my request, which is false.
Later, I was told the closure was due to an "administrative decision", with no explanation provided.
Refund refusal
The casino refused to refund my €20 deposit, referring to clause 6.6.2 of their Terms and Conditions, claiming that no refund is possible after a bonus has been used. This clause should not apply, as the advertised bonus game was never available and the bonus could not be used under the original advertised conditions.
Requested resolution
I am requesting:
A refund of my €20 deposit
A clear explanation for the permanent closure of my account
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinational Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please clarify whether the 20€ was used for gameplay from your point of view, in part or in full?
- Was this your only activity in the casino?
- Was your account verified?
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
Hello,
Thank you for your questions.
- Was the €20 used for gameplay?
Yes. The €20 deposit was used for gameplay. At the time, I already assumed that withdrawing any funds would likely not be possible, given the issues with the bonus and the casino’s behavior.
- Was this your only activity in the casino?
I may have deposited once or twice previously, but I cannot confirm this with certainty because my account has been permanently closed and I no longer have access to my account history. The activity relevant to this complaint concerns the €20 deposit linked to the misleading bonus offer.
- Was your account verified?
No. I have never submitted verification documents to Spinational, as I never attempted to withdraw any funds. Therefore, my account was not verified.
Please note that I no longer have access to detailed account information due to the casino permanently closing my account without providing a clear reason. Additionally, the casino has now gone completely silent, and no one is responding to my emails anymore.
At this point, I do not realistically expect to ever receive my money back, considering how questionable this casino’s behavior has been. However, I still want to pursue this complaint in order to document the issue and help make others aware of what kind of casino this is. I would also advise caution with other similar casinos, especially those using the "bonus crab" feature, as this experience suggests a pattern designed to mislead players
Kind regards,
Jay
Thanks for the detailed explanation.
If the funds were used for gameplay, the circumstances regarding your bonus cannot be further addressed. We unfortunately cannot penalize the casino for failing to provide you a bonus, whether it's the original promissed bonus or any alternative. In this situation, sometimes the bonus can be added when the balance is still unspent, or sometimes a refund of the unspent balance can be requested. Neither of these solutions can be proposed when the balance is already used up.
From our point of view, the fact that a bonus wasn't credited, or a wrong bonus was credited, is not a valid reason for us to assist you with a refund of money that was used on gameplay.
We believe online casinos can close players' accounts at any point for any reason. We intervene only in situations where a withdrawable balance or winnings are withheld or confiscated.
Since it appears no balance was withheld, there is little we can accomplish.
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.
