The player from Germany filed a complaint against Spinimax due to the confiscation of his winnings of approximately €1,300, which the casino attributed to "bonus manipulation." He argued that the maximum bet had been misleadingly set at €12 or 5% of the bonus, leading to confusion when he placed bets of €5. The player requested mediation to either reinstate his winnings or secure a refund for his original deposit. We checked the bonus terms and found that the max bet rule had been stated in the casino’s T&Cs, so the confiscation was considered consistent with industry standards. As the player did not respond to our follow-up requests and reminders, the complaint was closed without further investigation.
SPINIMAX Casino - Player's winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €425
SPINIMAX Casino
Safety Index 4.0 LowCase summary
Discussion
Public
Public
1 month ago
Subject: Unfair and predatory 5% max bet bonus clause – Spinimax
Description:
I am filing a complaint against Spinimax regarding the confiscation of my winnings (approx. €1,300). The casino rejected my withdrawal, accusing me of "bonus manipulation".
The terms state that the maximum bet is €12 or 5% of the given bonus, whichever is lower. I received a €30 bonus. Mathematically, this reduced the maximum bet to €1.50. I placed bets of €5, fully believing I was safe within the clearly highlighted €12 limit.
This dynamic 5% clause is highly intransparent, misleading, and predatory towards casual players. Furthermore, the casino is operated via the EU-registered Next Global Era Cyprus Limited (Reg.-No. ΗΕ 453397, Cyprus), meaning European consumer protection standards regarding unfair contract terms should apply.
The casino support completely stonewalled me in the live chat. I request that Casino Guru mediates this case to either fully reinstate my winnings or, at the very least, enforce a full refund of my original deposit.
Public
Public
4 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
4 weeks ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience. I checked the bonus T&Cs and found this:
26.8.1. Casino bonus manipulation amongst others, may consist of:
(d) Placing bets of amounts higher than 12€ (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower.
Our position is closely explained in the 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 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 attila.g@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,
Attila
Public
Public
3 weeks ago
Dear Phobbos1337,
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.
Public
Public
2 weeks ago
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,
Attila
Casino.Guru
