SpinJo Casino - Player’s withdrawal is delayed due to bonus violation.

Sehr geehrte Damen und Herren, ich habe einen Einzahlungsbonus von 400% erhalten, ich habe 30 Euro eingezahlt und plus drauf 120 Euro bekommen, ich musste allerdings 4800 umsetzten, was ich glücklicherweise auch geschafft habe! Nur leider ist mir während des Bonuses nur einmal ein Fehler passiert, ich habe statt die maximale Einsatz von 5 Euro, unabsichtlich 6 Euro in ein Live Spiel gesetzt, es war wirklich unabsichtlich, weil das war nur der einzige Einsatz der mit 1 Euro überschritten hat, ansonsten habe ich mich die ganze Zeit an die Regeln gehalten und nicht mehr als 3 Euro Einsatz gespielt. Ich verstehe das ich die Bonusbedingungen verletzt habe, ich habe mich auch entschuldigt und bestehe auch drauf das ich nicht die ganze 4500 Euro bekomme. Ich würde mich freuen wenn ihr mir helfen könnt, es ist nämlich nicht wenig Geld und es fühlt sich irgendwie wie ein Betrug an. Ich wäre gerne bereit ein Kompromiss zwischen uns zu finden nur die möchten davon garnichts wissen. Ich finde das sehr Unmenschlich und unfair. Ihr seit meine letzte Hoffnung bitte. Wie gesagt ich bin bereit von den 4500, ein Angebot zu bekommen selbst wenn es nicht die ganze Summe ist würde ich mich trotzdem freuen. Ich bitte euch, den Fall mal anzuschauen.

Mit freundlichen Grüßen

Flora ******

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinJo Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did the casino confiscate your winnings and accuse you of breaching the maximum bet 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 tomas@casino.guru

If there is any other relevant communication between you and the casino, please send it as well.

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

Best regards,

Tomas

Hallo, ja leider mein Gewinn wurde beschlagnahmt, ich verstehe schon das es ein Fehler von mir war, nur bitte ich um ein Kompromiss zu finden, ich wäre auch mit ein Teil von den 4500 Euro zufrieden.

Vielen Dank für eure Hilfe.

Thanks for your reply.

For us to investigate the matter, we would like to ask you to request your game history from the time the bonus was in play.

Kindly contact the casino support and request the relevant records.

After you receive them, forward the file to my email at tomas@casino.guru

If the casino ignores your request or refuses to provide you with the game history, save your conversation with them on the topic as evidence.

Thanks in advance for your cooperation.

Dear Flopsiii18,

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.

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,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of Flopsiii18. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player: (translated)

Hello, I'm sorry, I didn't look at it. I'll ask for the entire game footage from the evening and send it to you!

Thanks for your reply.

Please let me know once you have received your game history. Forward it to my email at tomas@casino.guru

Hallo Tomas, ich bekomme leider keine email von der Spinjo Seite, ich habe die drum gebeten mir die Spielhistorie zu schicken nur leider antworten die nicht!

ich bitte euch einen Kompromiss zwischen uns zu finden, da es um eine große Summe geht.

Vielen Dank.

Hallo Tomas, ich hab es ihnen gesendet, das Spielverlauf.

Mit freundlichen Grüßen

flora ***

Hallo, warum meldet sich keiner ?

Ich habe die Spielhistorie an deiner email gesendet?

Dear Flopsiii18

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, Michal (michal.k@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,

Tomas

Ich danke ihnen sehr, ich hoffe das ich mein Geld erhalten werde, da es sich um eine große Summe handelt 4500 Euro.

Dear Flopsiii18,

My name is Michal, and I will be assisting you with your complaint from this point forward. I have gone through your case, including the game log you kindly provided. As you are already aware, one of the bets placed exceeded the maximum limit allowed under the bonus terms. Since all actions within the account, including the bet settings, are managed by the player, these rules continue to apply as agreed to during registration and when the bonus was claimed.

Nevertheless, I will be contacting SpinJo Casino to explore whether anything can be done to support you in this situation.

We would also like to invite SpinJo Casino to join the conversation.

Dear SpinJo Casino,

I understand that the bonus rules clearly state a maximum bet limit when utilising a bonus, which is a common practice in the industry.

Upon examining the player's game log, I found that there was indeed one isolated instance where a bet exceeded this maximum limit; however, it is important to note that this particular bet, although a winning one, resulted in winnings of just €0.25, which could hardly provide the player with any unfair advantage. Rather, it suggests being an inadvertent error. Throughout both the previous and following gameplay, the vast majority of bets remained consistently well below the maximum allowable limit; therefore, it seems not fair to confiscate all the player's winnings only based on this isolated, most likely unintentional incident.

With this in mind, I kindly ask you to reconsider your initial decision and, if feasible, offer a resolution suitable for both parties.

Should there be any other factors influencing this matter that may not be suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru

Es tut mir wirklich sehr leid, es war wirklich unabsichtlich! Ich hoffe das wir eine Lösung finden!

Dear Casino Guru,

We appreciate your assessment of the situation and have taken it into consideration. We acknowledge that the player breached the maximum bet rule, which is clearly stated in the bonus terms. Nevertheless, we have worked directly with the player to reach a mutually agreed goodwill resolution and that this outcome is final.

We believe this resolves the matter fairly and in line with our terms.

Kind regards,

The Spinjo Team

Hallo Michal,

Spinjo hat sich bei mir gemeldet mit einem Angebot von 1000 Euro, das find ich sehr unfair und frech da die übliche Summe 4500 betragen hat.

Vor Überforderung habe ich ein Gegenangebot von 2000 Euro gemacht, das ich bereut habe. Ich denke 3000 Euro wären angemessen von den 4500 Euro, da ich nur ein Einsatz um 1 Euro überschritten habe und auch keinen unfairen Vorteil hatte!

1500 Euro zu bekommen für einen kleinen Fehler denke ich ist meiner Seits auch sehr fair gegenüber Spinjo!

Ich danke euch vielmals für eure Hilfe!

Mit freundlichen Grüßen

F*** M***

Dear Spinjo Team,

I appreciate your willingness to reconsider the situation and find a suitable consensus to resolve the situation.

Dear Flopsiii18,

I understand that you’re hoping for the best possible outcome, and it’s completely natural to want the situation resolved in a way that feels positive for you. At the same time, I want to share my honest perspective so that everything remains fair and balanced for everyone involved.

As I mentioned earlier, our goal at Casino Guru is to help reach fair resolutions, not to pressure casinos into paying amounts that go beyond what can reasonably be expected. It’s also important to remember that there was a breach of the casino’s rules. If we were to look at the situation strictly from a rules standpoint, the casino would technically have been justified in acting as they did.

However, after we reviewed the case and encouraged a more considerate approach, the casino team showed willingness to find a compromise that would be acceptable for both sides. You proposed an amount, and the casino agreed to pay you €2000 — which is significantly higher than your €30 deposit and, in my view, seems to be an appropriate, if not directly a fair, outcome given the circumstances.

Because the offer already reflects a balanced and reasonable resolution, asking for a higher amount at this stage does not seem appropriate and doesn’t align with what our complaint service is meant to support. You previously agreed to the offer, and we believe such agreements should be respected.

Of course, it remains your choice whether to accept it, but since the casino team has made what we consider to be a fair and meaningful offer, we cannot treat this case as unresolved; instead, I will be forced to close it as rejected.

Please let me know how you would like to proceed.

Dear Flopsiii18,

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.

Dear Flopsiii18,

While it appears that the issue has been clarified, and you have received the agreed-upon funds, due to the lack of response from you to our messages, inquiries, and reminders, we are unable to keep this case open without any progress. Although the situation seems to be resolved, without your confirmation, we must close this complaint as rejected.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru