SpinJo Casino - Player's winnings are confiscated and account closed.

I am filing a complaint against Spinjo Casino for unfairly confiscating €2,850 of my winnings and closing my account. The casino claims I violated the maximum bet limit with an active bonus by purchasing a bonus round. However, this is incorrect. I had already completed 100% of the wagering requirements, and my funds had fully converted into a real, withdrawable balance before I made that purchase. Spinjo is applying bonus terms retroactively to my real money sessions. I have attached screenshots of my requested withdrawals as proof that the software itself recognized the funds as real and prelevable.

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Dear Iony09,

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:

2.2. The maximum bet while wagering is 5 EUR, 5 USD, 7.5 CAD, 7.5 AUD, 7.5 NZD, 50 NOK, 100 ZAR, or the equivalent in other currencies, unless otherwise specified. For cryptocurrency bets, the maximum bet is determined by the crypto equivalent of 5 EUR at the time the bet is placed, based on the exchange rate provided by Coinbase Converter. Players are advised to check the exchange rate at the time of betting for accuracy. The maximum bet limit applies to all wagers, including those placed after doubling a bet following a completed game round or during bonus rounds purchased within a game. Violating this rule will result in the forfeiture of all winnings derived from the bonus.

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 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

Dear Attila,

Thank you for your support. I want to clarify that I have never placed any bet above 5 EUR during my session, and the wagering requirements were 100% completed.

The funds had already been converted into a real money balance, which is why I was able to request the withdrawals (as shown in the screenshots I provided).

Unfortunately, I cannot provide the game history log because the casino completely deactivated my account without any warning or explanation. They are blocking my access to the evidence.

Since I cannot log in, could you please officially request the full game history log directly from Spinajo Casino? As an independent mediator, they are required to provide it to you to justify the confiscation of my €2,

850.

Dear Iony09,

Thank you for your response. Have you tried requesting the game history via email at support@spinjo.com? If you have, I kindly ask that you forward your request along with any reply you may have received from the casino.

Thank you for your cooperation.

I asked for the history, sent a copy of the document, I'm waiting for a response

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, Martina (martina.b@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,

Attila

Dear Iony09,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite SpinJo Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

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.

Dear Casino Guru

Thanks for your patience while we reviewed this matter.

Following a thorough investigation, we can confirm that the player's winnings originated from a Free Spins promotion and that no deposit was made on the account.

As outlined in our Bonus Terms and Conditions, winnings derived from this promotion are subject to specific restrictions, including a maximum cashout limit of €50 and a maximum permitted stake of €5 while bonus funds are active.

Our review of the gameplay records shows that the player placed several bets exceeding the €5 maximum permitted stake during the bonus wagering period. As a result, the bonus terms were breached and, in accordance with the applicable Bonus Terms and Conditions, the winnings obtained from the promotion were voided.

We understand that this outcome may be disappointing; however, the action taken was consistent with the Bonus Terms accepted by the player when claiming the promotion.

Kind Regards

The Spinjo Team

Dear SpinJo Casino,

Thank you very much for the update!

Could I kindly ask you to send supporting evidence, such as the game log, to my email address?(martina.b@casino.guru)

Thank you very much in advance.

Hi Martina,

I have just sent you the requested information by email.

Kind Regards

The Spinjo Team

Dear SpinJo Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Greetings, all.

Thank you, SpinJo Casino, for providing all the information and the evidence about this case.

Dear Iony09,

Unfortunately, we are forced to reject your case, as the casino has provided us with the evidence that you have indeed violated the terms of the casino.

As you breached max bet clause, we are unable to help.

Please know that this kind of behavior we won't support in any case.