Spinight Casino - Player's winnings have been capped.

Hello,

I will try to make a long story short. On  20/1/2026 I deposited 15€ for a 45€ bonus that was available on my account. After wagering I had a total balance of 688,56€. However, with the next spin my balance was set to 225€, so 463,56€ disappeared from my balance.

I tried to get clarification from their support team what the adjustment is based on. They have given me several different and contradictory answers. Mostly they have been pointing to "promotion-specific terms", but despite repeatedly asking where can I read these terms or where were these terms available to me, they have been unable to answer that question. The offer page had no information about a cap on winnings and there was only a link to their general terms and conditions. I have also not received any email about the offer prior to depositing. Their customer service has told me twice in their emails that clause 7.16. in their general terms and conditions concerns only no-deposit bonuses (and thus does not apply to my bonus).

Unsatisfied with the answers from the support, I email the casino's complaint department. According to them, my bonus was a "targeted promotional offer with a maximum conversion limit of 15x the deposit amount". This was a new explanation that none of the six different support agents mentioned. I have replied to that message several times, asking again where are these terms or where were they available to me. It's been 10 days, so it appears they have decided to cut off all communication with me.

If and when such "promotion-specific terms" were not available to me at any point when choosing to deposit for this offer, I believe I am entitled to the full amount of my winnings.

I will try to attach below only the most relevant information. I do not have a screenshot of the moment when I claimed this particular bonus, but there is an example of a later bonus offer how deposit bonuses are presented to the player and which terms they direct to.

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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.

• Am I correct in understanding that the "Bonus Terms" available directly within each specific bonus redirect players only to the general Terms and Conditions?
• Was there any information about the maximum possible win displayed directly in the bonus details for the particular bonus your complaint concerns? Are you currently able to review the rules of this specific bonus now that the wagering requirements have been completed?
• Have your winnings ever been capped after completing wagering requirements with a bonus at this casino in the past?

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

Hi,

Yes, all offers from the casino in the "available bonuses" section on my account thus far have only directed to their general terms and conditions. I will attach another example of a later bonus. Mouse cursor in the screenshot is on top of "bonus terms" (cursor not visible) and you can see in the bottom left the link it directs to. The information provided on the offer page is the minimum deposit amount, maximum bonus amount and the wagering requirement. No further promotion-specific information has been available to me at any point. As stated in the complaint, I have asked the casino several times to provide these terms for me and tell me where I can or should have accessed them. The only answer I have received regarding this is that "the offer is no longer active and the original bonus page can’t be displayed again". The first time the maximum win amount of 15 x deposit was presented to me was afterwards in the complaint department's email response. My winnings have not been capped on this casino before this, as this was the first time I cleared the wagering requirement.

Dear Juilpelt

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, Peter (peter.c@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

Hello there,

Thank you Juilpelt for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinight Casino for their help in resolving this complaint. We would like to know what the issue is with the player's winnings and what we can do to help resolve this issue.

Thank you!

Hello,

We take all player feedback seriously, and your case has now been internally escalated to the relevant department for further review. Our team is currently looking into the matter and will work to resolve it as quickly as possible.

We appreciate your patience in the meantime and will provide an update once we receive additional information.

Kind regards,

Support Team

Hello,

Thank you for your patience while we reviewed the case.

After reviewing the case, we can confirm that the bonus falls under our standard Terms and Conditions that you agreed to upon registration.

More specifically, section 7.16, which limits the maximum withdrawal from bonuses to x5 the bonus amount received.

Section 7.16 states the following:

"All casino bonuses have a wagering requirement of x40 (forty). Any such bonus has a maximum withdrawal limit of x5 (five) the bonus amount received. For example, a EUR 20 (twenty) no-deposit bonus will have a maximum withdrawal limit of EUR 100 (one hundred). Any winnings above this amount will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage."

The bonus you are referring to falls under these guidelines.

Since the bonus received upon deposit was 45 EUR, the maximum withdrawal from this bonus is x5 the bonus amount, which equals 225 EUR.

Upon completion of the wagering requirements, you did indeed receive 225 EUR in real cash, which is the maximum amount allowed under the bonus terms.

Kind Regards,

SpiNight Team

Hello,

This process has been ongoing for 48 days now. I've spent around 50hrs on this case, trying to get a proper explanation from the casino. I've received several explanations from the casino's staff (e.g. "5% cashout limit", "special welcome bonus", "promotion-specific terms"), including directly contradictory statements. I have questioned the applicability of clause 7.16 in the casino's T&C since day 1. Most importantly, I have been told by the casino's VIP account manager twice that this clause only concerns no-deposit bonuses and does not affect deposit based bonuses. The casino's complaint department yet again gave me a new and different explanation (maximum conversion of 15x deposit), and did not cite this clause as the reason. Both stated that they acknowledge prior responses may have caused confusion regarding clause references, and the complaint department told me they will be using my feedback regarding clause 7.16 to "conduct internal retraining to ensure our support team provides clearer guidance on promotion-specific terms in the future". I have sent Casino Guru the relevant email exchange. The casino representative probably has access to the emails from the casino also.

How is it possible that I have received such a variety of different explanations regarding what the adjustment of my balance is based on? How is it possible that the casino's Vip account manager and it appears also the casino's complaint department disagrees with casino representative's answer provided here?

Regarding clause 7.16, I have noticed that the casino is using the same template of T&C that dozens of different casinos are using. After some research, it appears to me that there is an original version of clause 7.16 that is written as follows (e.g. https://onlyspins.com/en/rules, https://glorion.com/en/rules, and countless others):

7.16 Any no-deposit casino bonus has wagering requirements of x40 (forty). Any such bonus has a maximum withdrawal limit of x5 (five) the bonus amount received. For example, a 20 EUR (twenty) no-deposit bonus will have a maximum withdrawal limit of 100 EUR (one hundred). Any winnings above 100 EUR (one hundred) will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage. 

Now, I am not holding the casino responsible for the T&C of other casinos - I am merely pointing out the change that has been made to this particular clause on Spinight Casino - that is, the phrase "any no-deposit" has been changed to "all". And this is why I have questioned the applicability of this clause from the beginning. The wagering requirement mentioned in this clause is not compatible with the wagering requirement of the bonus I received and the one mentioned in clause 7.11. The phrase "any such bonus..." makes little sense following the change. The chosen example case provided is still an example of a no-deposit bonus. In my opinion, the clause is also contradictory to clause 7.14.

And again, most importantly, I have been told several times by the casino that this clause was not the reason for the adjustment of my balance, as it concerns only no-deposit bonuses.

To demonstrate the problematic nature of the aforementioned clause further: If we look at the casino's welcome package terms for example (in promotions -> welcome package), it is mentioned in the terms that for certain countries "The welcome offer is subject to a max win cash-out rule 10x the value the bonus amount". But it is also mentioned that the "promotion is valid per our general terms and conditions". Are customers misled with the former statement, if the general T&C still stands? Is it not worth mentioning in the welcome offer terms that, by the way, for all other countries the cash-out rule is 5x?

I am obviously not satisfied with the casino representative's answer provided here, especially considering the prior explanations I have received from the casino during the last 48 days. I must say this has been by far the most confusing and frustrating experience I've had with any casino. I maintain that the casino should refund me the sum of 463,56€ that disappeared from my balance at the time of completing the wagering requirement. If the casino wishes to inform their customers that all their deposit-based bonuses are limited with a 5x bonus amount cash-out limit, I believe that should be made exceptionally clear in their T&C (and other promotion-specific terms), and therefore I believe the casino should, among other things, correct and rephrase clause 7.16 in their T&C.

Thanks to Casino Guru for contacting the casino regarding this matter, as the casino remained unresponsive after the complaint department's response. I would like to add that it appears the license information mentioned on Casino Guru's dedicated page for Spinight casino seems outdated. I am unable to find a mention of Spinight Casino in the Anjouan Gaming license register.

Hi,

Regarding the casino's license, I would like to add that, from what I have gathered from other sources, the casino is currently owned by Volcan Explosions Ventures S.R.L and apparently licensed by the Tobique Gaming Commission. I hope Casino Guru can verify this information with the casino. However, no information about the company or the license is present on the casino's website. According to the TGC's website, all casinos licensed by the TGC should display the regulatory seal in the footer of the casino's website, and possible complaints against an operator can be submitted only through this seal. I have emailed the TGC about the missing seal (and added the casino as a secondary recipient). After that email, the casino has immediately blocked my player account.

Hello,

My sincere apologies for the confusion, but according to an answer I just received from the Tobique Gaming Commission, Spinight casino is not licensed by the TGC. I will attach a screenshot of their answer.

The information about the owner and the license was forwarded to me by Askgamblers support, and they literally updated the aforementioned information on their dedicated page for Spinight casino yesterday, changing the license information from the Anjouan Gaming license to the TGC license. I do not know where they obtained this information from (but have now asked them). Also, I do not have an open complaint on Askgamblers against this casino.

Hello Juilpelt,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter 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 Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Juilpelt, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Hello,

We have responded in detail via direct email correspondence to the Complaint Specialist, where all relevant information has been provided and reviewed.

If there are any further questions or if additional clarification is needed, we remain fully available and happy to assist.

Kind regards,

SpiNight Team

Dear Juilpelt, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Hello,

Thanks all for your efforts in resolving this complaint. Since I'm unable to participate in the ongoing discussions, I will add a few additional thoughts here. It is most likely that I would have received the same information regarding the bonus terms (5x limit not applicable to deposit bonuses) even if I had asked about the terms before depositing. If the casino clearly has internal confusion about the meaning of a certain clause, I believe there isn't much better evidence for the fact that some corrections would be in order. As I pointed out previously, the casino's T&C is based on a template that dozens of different casinos are using. The way clause 7.16 is changed on this casino is not adequate or reasonable in my opinion, if the intended meaning is what the casino representative has stated here. I'm still uncertain about who is right here, as after "a final, comprehensive review" and "careful consideration", the casino's complaint department told me the adjustment of my balance is based on a 15x deposit conversion limit (though they did not point out where this is mentioned).

Regarding the casino's license - after the TGC told me Spinight casino is not licensed by them, I forwarded that information to Askgamblers. Askgamblers responded to me saying they have proof that the casino is holding this license. So on top of everything else, I'm trying to solve this "mystery" whether the casino has this license or not, or which license they might have. I have added all three parties (the TGC, Askgamblers, Spinight Casino) in an email conversation in an attempt to get a definitive answer. Of course, the casino representative could clarify the issue here also.

Hello,

We have already provided a detailed response via direct email to the Complaint Specialist, including all relevant information for review.

Should there be any further questions or if additional clarification is required, we remain fully available and happy to assist at any time.

Kind regards,

SpiNight Team

Thank you for providing me with the information, Spinight Casino representative. I have responded to your email, and I await your response!

Dear Juilpelt, I am in contact with the casino representative. I will keep you updated about any new developments.

Dear Juilpelt, I tried to verify if any changes have been made to the terms and conditions but it seems there is no evidence of any edits. As such the casino has acted in accordance with the terms and conditions and your winnings were capped. The account was blocked following your legal threats and threatening with bad ratings and to file complaint against the casino. As your capped winnings have been paid out and there was no outstanding balance on your account the casino can choose to no longer provide your with the service. With all of this in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter