SpinAway Casino Ontario - Player’s winnings are being confiscated.

Hi,

I’m writing to file a complaint against the online gaming site SpinAway.com. After winning $2,500, I attempted to withdraw my winnings, only to be informed that I needed to fulfill wagering requirements due to a bonus I had received.

I complied, spending over 15 hours playing. My balance eventually dropped to $1,000, and the site confirmed that the wagering requirement had been completed 100%, making the funds eligible for withdrawal.

However, after submitting my withdrawal request and waiting several days, I received an email stating it had been denied due to a supposed "bonus violation" tied to a single $5 wager. This claim is completely false—my bets were consistently under $2. Even if such a rule exists, it was never made clear and appears to be used arbitrarily to withhold legitimate winnings.

To make matters worse, they credited my account with $250 as a so-called "gesture of goodwill," which feels more like a tactic to avoid paying the full amount I’m owed—$750.

I strongly believe this is a deceptive practice and would appreciate your guidance on how I can pursue the recovery of my funds.

Dear jeananfossi67,

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

10.3. The maximum wager when a Bonus is pending, or actively being turned over is 5€/$ or currency equivalent. This includes Bonus Buy features, where the total cost of the purchase is applicable. You may lose your Winnings if you do not follow this rule.

Our position is closely explained in our Fair Gambling Codex:

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. However, if you feel like 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 kristina.s@casino.guru.

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

Thank you in advance for your reply.

Best regards,

Kristina

Are you aware that this site provides no way for users to check their game history? There’s absolutely no record of gameplay, deposits, or withdrawals. Why is that?

Also, have you seen their Trustpilot rating and the flood of complaints?

https://ca.trustpilot.com/review/www.spinaway.com

It’s clear they’re doing everything possible to avoid paying out legitimate winnings. I truly hope you can look into this and take appropriate action. Players deserve transparency and fairness—this platform offers neither.

Thank you for your reply, jeananfossi67. If you cannot find the game history in your casino account, please contact the casino support and ask them to provide it to you.

Dear jeananfossi67,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru