The player from Ontario reported that the casino had confiscated all his winnings, refunding only his initial deposit of 500 dollars, citing rule violations for over betting. He questioned why he had been allowed to place those bets if they were against the rules. The Complaints Team reviewed the situation and found that the player had exceeded the maximum bet limit while using a bonus, which was a standard rule in the industry. Despite acknowledging the player's frustration regarding the lack of technical limits to prevent such betting, the complaint was closed with no further actions to be taken.
SpinAway Casino Ontario - Player’s winnings have been confiscated.
Closed
Our verdict
Unjustified complaint
Amount: C$72,000
SpinAway Casino Ontario
Safety Index:HighCase summary
Discussion
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11 months ago
The confiscated all my winnings and just refunded my 500 dollars
Said I over bet broke their rules
Why would it even let me bet then
Also I know all the winnings were not from so called over betting
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11 months ago
Dear markcorkum607,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:
10.3. The maximum wager when a Bonus is pending, or actively being turned over is 5€/$ 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 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.
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 veronika.f@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,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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11 months ago
I emailed her some information on my so called violation
Trying to figure out how to download all my spins so they can be examined
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11 months ago
Could you please let me know if you have asked the casino to provide you with an Excel spreadsheet of your gaming history? This would help us better understand the situation by allowing us to check the amounts of bets you placed while the bonus was active.
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10 months ago
I just looked
I did over bet was betting 10 dollars from the start
Did not know I was not allowed
Dumbest thing ever
Should not let you bet if your not allowed
Biggest scam ever
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10 months ago
Dear markcorkum607,
Thank you for following up and for taking the time to review your gameplay. We understand how disappointing it must feel to lose your winnings, especially when you were not aware of the maximum bet rule. We do agree that casinos should ideally implement technical limits to prevent such bets from being placed in the first place, but unfortunately, not all casinos follow this best practice yet.
We appreciate your cooperation throughout this complaint process. Regrettably, based on the evidence provided, we must consider this complaint closed with no further actions to be taken.
Best regards,
Veronika
Casino.Guru Team
