Spinfellas Casino - Player faces delayed withdrawal limitations.

I requested a withdrawal from this casino, but despite the Terms and Conditions stating that the monthly limit is €20,000, I was told that I could only withdraw €2,000 per week and that I would have to wait a week after the withdrawal.

However, I cannot find any such wording anywhere in the Terms and Conditions.

I have requested an explanation from the casino regarding why they are imposing restrictions that do not exist in the Terms and Conditions.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When was the last time you successfully withdrew winnings from this casino?
• How long does it usually take for your withdrawal requests to be processed and paid out?
• Has the casino’s customer support explained how it would be possible to withdraw €20,000 per month while there is a weekly withdrawal limit of €2,000?
• Could you see any warnings or restrictions regarding withdrawal limits directly in your casino account, or was it only the customer support team that informed you about these internal policies?
• What games did you play to accumulate your winnings of €15,000?

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

Best regards

Veronika

5/1

It will take more than a week.

The Terms of Service state a monthly limit of €20,000.

Customer support told me that the limit is €2,000 per week and that I must wait seven business days between withdrawals, but I couldn’t find any such wording in the Terms of Service.

I won this money playing slot games.

https://www.spinfellas.com/terms-conditions

The casino made a fuss and refused to process my withdrawal.

This is an emergency, so please call a casino representative immediately.

After using a bonus at this casino, I canceled it.

This casino does not allow me to cancel bonuses manually; instead, its system automatically cancels the bonus after seven days, leaving only real money in my account.

However, the casino claimed that, according to their system, the real money should have been forfeited as well, and they confiscated my balance.

I have used bonuses at this casino many times in the past, but I have never been told anything like this before, nor has my real money ever disappeared.

Please have a casino representative come immediately to explain this.

• Have you contacted customer support after you decided that you no longer wanted to play with an active bonus and requested its cancellation?
• How much of the wagering requirements had been completed before you stopped playing with the active bonus?
• At that time, were you playing with your real-money balance, or were you already using the bonus balance?
• Am I correct in understanding that you also allowed a bonus to expire in one of the sister casinos of Spinfellas?

Yes. Customer support told me that the system doesn’t allow me to cancel the bonus.

Therefore, I have to wait seven days to cancel the bonus.

At this casino, real money is used first. I used real money.

Yes. I canceled the bonus.

The casino then began claiming that if I canceled the bonus, all my real money would also be forfeited, and they confiscated all my winnings from real money.

However, I have used this casino’s bonuses several times in the past, and that was not how the system worked.

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Please forward me the communication between you and the casino customer support regarding the bonus cancellation at veronika.f@casino.guru. Alternatively, you may also upload screenshots directly to this complaint thread. I appreciate your time and cooperation.

i send

Thank you for your email.

Unfortunately, the conversation with customer support does not indicate that it was impossible to cancel the bonus before it expired. Please note that without any evidence that you were advised by casino representatives to leave the bonus active until it expired without any risk to your funds, we are unable to proceed with the investigation or request compensation from the casino.

That conversation took place via chat.

The chat history has been deleted, so I cannot provide it.

If you speak to a casino representative, they will be able to confirm this.

To begin with, the casino hasn’t provided any evidence that the bonus is sticky, so that’s a whole other issue.

My casino account has already been frozen, so I cannot provide any further information.

Since the casino is obstructing our efforts to gather information, please ask a casino representative to assist you in obtaining the information.

I found the email, so I’m forwarding it.

I asked the casino’s support team to cancel the bonus, but they told me it couldn’t be done through the system.

As a result, I had no choice but to wait the seven days until the casino bonus expired.

After canceling the bonus, I withdrew my real money.

I’ve made withdrawals this way at least a few times before, and the casino never said anything about it.

However, as soon as I made a large withdrawal, the casino started claiming that canceling the bonus meant I would lose my real money as well.

(This claim is false; the casino’s bonuses are separate from real money.)

Hello andandjonnyx,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear andandjonnyx

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear andandjonnyx,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Spinfellas Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Spinfellas Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was frozen and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

Hello everyone,

as the casino has failed to respond despite being given sufficient time and an additional extension, I am unfortunately no longer able to continue investigating this complaint or objectively assess the reasons behind the player's account closure and confiscation of the winnings.

For this reason, I have no other option but to close this complaint as unresolved. This outcome may negatively affect the casino's Safety Index rating on Casino Guru.

Dear andandjonnyx,

as a final option, you may still consider submitting a complaint directly to the casino's licensing authority. You should be able to find the license validator in the footer (bottom section) of the casino's website. After opening the validator, there should be an option to submit a complaint directly to the licensing authority (Anjouan Gaming).

While I cannot guarantee a positive outcome, it is the only remaining avenue available after the casino's failure to cooperate with our investigation.

I am sorry that I could not be of more help in resolving your case. I sincerely wish you the best of luck and hope you are ultimately able to recover your funds.

Samuel

Casino Guru

Hello everyone,

I would like to provide a brief update regarding this complaint.

After the complaint was previously closed due to the casino's lack of cooperation, the casino has since contacted me directly regarding this case and, at their request, I have reopened the complaint.

The casino has also provided additional information and supporting evidence concerning the reasons for the account restriction and confiscation of the funds. I will now review these materials carefully and assess the case based on the information available from both sides.

Dear andandjonnyx,

thank you for your patience. I will review the additional information and evidence provided by the casino and will update the complaint once I have completed my assessment.

Thank you for your cooperation.

Please be sure to disclose all evidence submitted by the casino.

This is to prevent evidence from being tampered with or interpreted in a way that suits their interests.

Since my account has already been suspended, please have the casino provide my past bonus usage history and deposit/withdrawal history.

You will see that I have used bonuses in the same way many times in the past and made withdrawals, and the casino never even issued a warning about it.

Hello everyone,

thank you both for your cooperation throughout the investigation.

Dear Spinfellas Casino,

thank you for providing the additional information and supporting screenshots regarding the player's bonus activity and the circumstances surrounding the confiscation of the balance. I have reviewed the materials provided to me, including the relevant information from your internal systems, and they are consistent with the explanation you have provided.

Dear andandjonnyx,

after reviewing the additional information provided by the casino, I can now provide my final assessment of this complaint.

The main issue here appears to concern the conditions attached to the bonus you activated and what happened after the bonus expired.

Based on the information and evidence available to me, the bonus was not a sticky bonus. However, it was subject to wagering requirements, and according to the information provided by the casino, it could not be manually cancelled through the system once it had been activated and used. You were informed by the casino's support that the wagering requirements had to be completed.

Instead, you waited for the bonus to expire and subsequently attempted to withdraw the balance remaining on your account.

I understand your position that you had previously used bonuses in a similar manner and had not encountered the same issue. However, previous experiences do not necessarily override the specific terms and conditions applicable to the bonus in question.

I have reviewed the screenshots and information provided by the casino, including the relevant bonus information and the records from its internal systems. These materials contain sensitive information and therefore cannot be published or disclosed in the complaint thread. Nevertheless, I can confirm that the evidence I received is consistent with the casino's explanation of what happened and with the applicable bonus conditions.

Based on the information available to me, I therefore have sufficient grounds to conclude that the casino's decision regarding the balance was made in accordance with the applicable bonus rules.

I would, however, encourage Spinfellas Casino to make the consequences of activating, expiring, and cancelling bonuses as clear as possible to players. In particular, if a bonus cannot be manually cancelled and its wagering requirements must be completed, this should be communicated clearly enough that players understand what will happen to their balance if they choose not to complete the wagering requirements.

Dear andandjonnyx, for the future, if you do not intend to complete the wagering requirements attached to a bonus, I recommend avoiding the activation of such bonuses. If you wish to withdraw your existing real-money balance, it is also advisable to contact the casino's support before activating a bonus and obtain clear confirmation of what will happen to your funds.

After reviewing the additional evidence, I do not have sufficient grounds to conclude that the casino acted incorrectly in this case. I will therefore proceed with closing this complaint as Rejected.

Thank you both for your cooperation and understanding.

Best regards,

Samuel

Casino Guru