Spinline Casino - Player's winnings are being withheld.

Dear Casino Guru,

I am submitting this complaint regarding an issue I have experienced with Spin Line, involving the withholding of my verified winnings and a lack of transparency in providing my betting records.

Summary of the Issue:

I made a deposit at [Casino Name] and played using their welcome bonus.

I successfully completed the wagering requirements and achieved total winnings of €2,794.

I completed all required KYC verification procedures and submitted a withdrawal request.

Subsequently, I received an email from the casino stating that my bet size was too large on a few spins, allegedly violating their bonus terms.

I reviewed my betting history within my casino account, but the information provided there was not detailed enough to verify or dispute the casino’s claims.

I have repeatedly requested a full, detailed betting history (including timestamps, game names, bet sizes, and outcomes) so that I can properly review the alleged breach, but the casino has not responded to my requests.

The lack of transparency and response to my reasonable data request raises serious concerns about fair treatment and responsible conduct.

I can provide copies of relevant emails, upon request.

Thank you for your time and assistance in resolving this matter.

Kind regards,

Shannon ***

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Hello,

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

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

• Is your player's account accessible? Can you log in?
• How did you learn about your account being blocked?
• Could you please share the communication between you and the casino, especially the accusations made against you, and the communication where you asked for your game history to be provided to you? Send the information to my email at [email protected]

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

Dear Tomas,

Thank you for taking the time to address my complaint.

Is your player's account accessible? Yes. Can you log in? Yes.

How did you learn about your account being blocked? The account it not blocked, I am able to log in. On 15 August they send an email saying that I went above their max bet rule, all i was is a detailed bet history from them as the one provided in the account is not detailed and does hot show each bet with dated and times. 

Emails have been sent to you.

Dear ShanPower777,

Thank you for reaching out! We have carefully reviewed your case and would like to provide a full response to clarify any misunderstandings.

Please note that according to point 6 of our Bonus Terms & Conditions, which you agreed to upon registration:

"The maximum bet amount when a bonus is active is 5 EUR / 7 CAD / 8 AUD / 8 NZD / 50 NOK / 40 DKK / 20 PLN / 5 CHF / 2 000 HUF. This includes bonus buy features, purchased bonus rounds within the game, and bet doubling."

According to our system, you repeatedly violated this rule by placing bets of 10 EUR while a bonus was active. As a result, your winnings were confiscated.

We do not provide players with detailed bet histories, as all necessary information is available in your personal account at any time.

Dear Tomas,

Thank you for your assistance in resolving this matter! The evidence of the violations has been sent to your email. Please note that the materials are confidential and not subject to public disclosure.

Best regards,

Spinline Casino

Tomas,

I fully understand the max bet limit, I would just like transparency, the info about bet history provided in the casino account it not detailed, and now the casino says they do not provide detailed bet histories. I would just like some proof.

Thanks to both parties for your reply.

We'll review the evidence and will get back with a response.

I was contacted by the casino representative outside of this thread and was provided with certain information relevant to the case. I asked the casino representative for clarification, and I am expecting a response.

Thank you Tomas, please let me know when you have more info.

Thanks for your patience.

Dear player,

Could you please specify how your balance was displayed at the time of wagering of the bonus? Was the real money and bonus money recorded separately to your knowledge? Please let me know.

Dear Tomas,

As far as I can remember, When making a deposit which includes a bonus, a popup came on the screen which asks you to ACTIVE NOW or ACTIVATE LATER the bonus, I believe I selected activate later, but the system automatically activated the bonus before I used the real money and added the bonus money to the total balance. I did not find this fair at the time either. 

Thanks for your reply.

Unfortunately, the records from the casino representative show maximum bet was breached by placing bets of 10€ repeatedly immediately after you made a deposit. Since you confirmed the bonus was activated immediately, there is little we can accomplish going forward, since we can't ask the casino to disregard its bonus rules in your situation.

After internal discussion and based on the evidence provided by the casino and your description of events, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.