Spinko Casino - Player's winnings are confiscated and account limited.

I've been playing for quite some time in the spinko casino almost from the opening days... i've gambled a lot and did some deposits and withdrawals in the time being with no problems at all. the casino today as of 12th of august withheld my winnings cancelling my withdrawals and doing an account deduction by themselves... i have no idea even if tampering with the personal wallet of someone is even legal at the moment. the casino after that, limited my account in any promotional offers and withheld the winnings with the info of bonus abusing. the winnings did really come from a bonus... but there was no abusive behaviour from my side... the casino has a vip system that allows players that play considerable amounts to get awarded bonuses and make them promotional offers this bonus was even exclusively awarded to me cause of this system as well. after some reviewing on my account the amount of deposits are: deposits =~2900 euros withdrawals = ~3900 euros the vip system awards one point every 50 euros of real money wagering... i do say this cause i have 271 points meaning that i've wagered more than 13,000 euros in real money these months... this surely shows my behaviour as player even with my withdrawals and deposits that i am not a money scavenger player. the casinos had also a system awarding free bets to players in which i have recieved more than 100 free bets of amouts of 10-15-25 euros... from which i have done almost 0 withdrawals(i think i did win once with a free bet but did gamble the money)... while i did play the bonuses i don't understand the abuse term.. that they informed me about , even while playing the bonus from which the money of this particular withdrawal came from i wagered on full almost 4k euros i even increased my bet to wager or lose them all without playing safe or abusing anything . i am playing quite some time in casinos knowing what a bonus abuse really is and i really keep my distance from it... after contacting the casino with email that's what how the conversation with them went ( the pdf showing the emails is from the latest to earlier... so the first email is the on the bottom of the page and going upwards is the correct timeline)

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.

Hello,

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

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

• Is your player's account accessible to you?
• Could you please specify which bonus that you accepted or activated led to your most recent win? Please share a screenshot of the bonus offer or a record from our bonus history,
• My email is tomas@casino.guru

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

Yeah the casino informed me that it has no problem with me playing with my personal funds in it so they kept my account open so for the time being my casino account is open. i don't have the bonus page cause i didn't think to print screen it at the time of receiving it but i have this that shows the bonus status and wagering requirements

the bonus refferering to is the one circled by myself

Thanks for the explanation.

• Could you please specify which games you played when wagering the bonus? (slots, sports betting, table games)
• How was the bonus offer delivered to you? (email, option in the promotion section on the website, social media, etc.)

Thanks in advance for your reply.

I didn't place any sports bets while wagering neither played in any table games... cause there are some rules in casinos that cause problems about these games. i played mostly in hacksaw games... mainly around 1.8 euros bet with the increased chance. so my main bet was 0.60 euros X3 with the chanse for the total of 1,80 that was the main bet i used i played legacy of dead as well on 2.0 euros bet. i also played some games in hacksaw in 3.0 euros bet thats with the extra bonus chanse so the main bet was 1.0 euros , i played many games from hacksaw... so i can't see all of them.. cause to wager around 4k you need a lot of spins .. i can remember some of the games were ze zeus, cash compass, fist of destruction, stormborn, stormforged, hot ross , benny the beer, cursed seas, steamrunners, wildwood curse, miami mayhem , inictus , eye of medusa, spinman , alpha eagle, octo attack , slayers inc, densho ,temple of torments, mayan stackways. there may be more... if there is a point i will look into it more thouroughly and send once again ,

the bonus delivered to me through a pop up message while on the site. there isn't an email or something i looked for it... most probably cause i used the promotional offer pretty fast but this is a frequent thing for the site to make promotional offers while on it with pop ups when you sign in. so i just close the promotion and then i used it while doing my deposit in the site. there was an option while depositing money to use it or to not use a bonus... and that was it .

Dear Anthonis29012,

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

Hello Anthonis29012,

I'm Michal, and I have taken over your complaint. I have reviewed the case, and I will contact the casino to obtain further clarification and evidence regarding the circumstances and see how I can assist in resolving the matter.

I would also like to invite Spinko Casino to join the discussion.

Dear Spinko Casino,

Kindly provide any evidence supporting the alleged violation(s) of your Terms and Conditions that the player is accused of committing.

You may provide the relevant information and supporting evidence directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

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 Anthonis29012,

I would like to provide you with a brief update. I am currently communicating with the casino team by email.

The casino has supplied information and certain supporting evidence for its position that your activity was identified as bonus hunting.

This can therefore fall under this rule:

Although many casinos regard bonus hunting as prohibited or undesirable activity, merely claiming promotions freely available to you does not, in our view, constitute sufficient grounds for confiscation of winnings, provided they were won fairly. This applies provided that you were not previously informed that you were ineligible for bonuses, did not circumvent any potential restrictions and complied with the applicable bonus rules.

I have communicated our position to the casino team and remain hopeful that we can reach a mutual understanding and find an appropriate resolution to the case.

I don't understand this kind of reply from the casino side... i never asked for any bonuses i had minimum to no winnings from any bonuses i used, there is like 1-2 times that i won anything from any bonuses i was provided with and to be honest i played back the winnings resulting in 0 profit for myself , i did deposit many times my own money in the casino resulting either in loss of them or winning something with them. i did this multiple times either with a bonus or without a bonus i never changed my playing policy while with my real money or with the bonus money never changing anything, i always used the bonus as it is, just a bonus for a player that's a frequent player in the casino and the casino rewards them with it, not trying to gain any advantage from it just playing for the fun of it. The Casino claiming such behaviour from my part is a bit first for me cause i 've been playing for many years and that's the first time something like this happened, as i 've had already said i've never been informed that i was doing anything wrong , i 've just used the bonuses the casino byitself provided me with trying to stay always true to the applicable rules by the bonus itself and the general rules of the casino , as i 've said to the casino before i've never try to gain any advantage from it and it's obvious from my playing history , it's a bit problematic for a casino to provide an explanation for the rule this way.. mind you that when you try to do a deposit the casino byitself has the bonus section checked if there is a bonus. So the casino by default provides you with the bonus , there were plenty of time that i wasn't even aware that i 've gained any bonuses cause i did the deposit and never looked on the bonus section and was awarded with a bonus, on the plus side of it, this was even an exclusive bonus, i say that again cause the casino byitself awarded this bonus to me cause of my frequency and the way i play , so for the casino to say that this is bonus abuse is even more problematic , i posted a picture of their vip system as well

As i've said before i was never informed that i may not be eligible to play with a bonus anymore for any reason , the casino should understand as well, that playing in their platform resulted in staying there playing, wagering as well for some hours of my personal time, after that, claiming, when fully wagered and had a profit, that i did something wrong ... which is not specified whatsover, but by a vague rule that i did something like a bonus abuse , i can't comprehend such a claim... i have even done multiple deposits without a bonus either... i am just dumbfounded by their behavior

Thank you very much both you and the casino, and i hope for a resolution of the issue

Dear Anthonis29012,

Thank you for your response.

Would you mind confirming which casinos you play at and how many bonuses you've claimed at Spinko Casino and any other casinos offering similar promotions? Additionally, can you confirm how many deposits without a bonus you have made at Spinko Casino?

Hello there, i think that while playing in spinko casino i was mainly playing there, not remembering any other casinos playing, i also played in another casino called Dreamz casino for a bit but as far as i remember this particular casino had no bonus policy but i also did there some deposits and had a bonus in the time being in this one as well, i think i had done 4-5 deposits and one of them was with the bonus. i was playing in a casino called myspingo, that's as far as i remember. to be honest i am playing in many casinos overall and many that are mainly stationed in my country so if possible i would like a more clear question about which casinos we are talking about. as far as i remember i was playing mainly in spinko casino at the moment cause i had no problems with any deposits and withdrawals either with time of withdrawal or any problems whatsoever.

from what i see in the casino history i've done 89 deposits and i have claimed 39 wagering bonuses, mind you that there are some bonuses with free spins as well but i can't find out if there are some of them that's exclusive only free spins bonuses with a deposit cause most of them were free spins bonuses accompanied with the wagering one. but i am sure that there were 4-5 bonuses exclusive to just free spins. so let's say around 45 bonuses in overall.

i've posted the photos with all the wagering bonuses i recieved as well as my deposits. if you see on the deposit section there are multiple deposits on the same day , so it's obvious that i didn't do it just for the bonus as i can't take the same bonus twice

what i am kinda curius is this, this particular casino has daily offers in bonuses. so the most common thing is to take the bonuses if you accompany this with the vip system you can take a bonus almost every day, so if claiming the free bonuses is causing this particular problem isn't it that every player of the casino sooner or later will have the same issue as do i ? it's kinda weird... if just claiming the free bonuses causing a bonus abuse problem

Dear Anthonis29012,

Thank you for the additional information. While your history shows frequent promotional use, this does not, by itself, establish bonus abuse or an unfair advantage — provided the bonuses were freely available to you and the casino team had not informed you that you were in any way restricted from claiming and using them. I'm still discussing this with the casino team.

That said, I noticed quite a few instances of declined deposits. Could you please clarify this?

Considering the declined deposits. i am using skrill to deposit in the casino, the casino had an extra fee of 5% of the deposit if i remember correctly, so for depositing 20 euros in the casino through skrill there was an extra fee of 1 euro. at 30 euros i had to pay 31.5 euros. that's why you see that there are deposits of 28.5 or deposits with increments. i was depositing on my wallet let's say 30 euros. i was trying to do a deposit of 30euros in the casino but was getting declined cause of the extra fee(the declining was happening cause of me forgetting about the extra fee so there wasn't enough balance for the payment to get through) and there were other times that i had deposited more money in my skrill wallet so there was no problem for the payment to get through. that's why the declinement was happening( thats the main reason i remember about ...there may be other like internet problem or something but that was the main reason)if you check the deposits that has been declined you can see that after that there is a reduction in the amount i try to deposit like 1-2-3 euros. or in some other cases i deposit a different amount to get through the transaction either cause i have added more money on the wallet or by doing multiple different deposits. --- the extra fee has been lifted sometime before one month ago or something i remember clearly that in my last deposits on the casino there was no extra fee whatsoever

Regarding the promotions, I understand your point. I frequently used bonuses that Spinko made available to my account, but I was never informed that I was restricted from doing so or that I was considered ineligible for promotions. I did not try to circumvent any bonus restrictions or obtain bonuses that were not offered to me. I also made many deposits without using a bonus even multiple on the same day .

Thank you for continuing to discuss the matter with the casino.

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.