Spinline Casino - Player's winnings are confiscated.

I deposited thousands with this casino, and finally I won a decent amount of cash. I’ve had one successful withdrawal, very slow process and they only let you have one active withdrawal at a time and a max of 1400$ which is very inefficient and slow. But the real problem is yesterday (March 10) I started playing with the leftover lump sum of money (about 5600) I had in my account. I played around for probably an hour and a half my balance going up and down the entire time. It was getting late and I just hit a good bonus and had my account up to about 8000 so I decided to call it a night. I wake up today thinking I would have my second withdrawal payment (didn’t show up) but what I woke up to was an email from their kyc stating that they "claimed" I had been playing with bonus money last night and due to their rules I’m only allowed to have a max bet of 7$. I was mainly buying bonuses some upwards of 1000$ per bonus. So they confiscated 2610 from my account (basically all the profit of my playing) and I looked this morning and sure enough my account was down to 5400$. I have never seen anything like this. I never took or accepted any bonus money from them, I never take casinos bonus money because the wagering requirements are unattainable and I’d rather play straight up with my own money, which is what I was doing. I think this casino is complete trash, they clearly don’t like that I’m actually winning and they’re pretty much doing everything in their power to not pay me (delayed withdrawals) I told them I will fight this til the bitter end because this is a complete rip off. I would recommend staying away from this casino, I’ve used hundreds of online casinos and this one ranks among the worst

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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 to you? Would you be able to check the bonus history for the relevant period and share a screenshot here?
• Have you contacted support and protested the conclusion that the bonus was used? With what result? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hi there

yes my account is accessible. I’ve searched but can’t find anywhere where it states the bonus history. And yes I have contacted their kyc and I’ve emailed my vip manager about the situation. Still no response from either. I did read online that there were some negative reviews on this casino basically stating the same thing that they have taken funds away claiming that they have the ability to because of their terms and conditions. So not the first time they’ve done something like this. They clearly just don’t want to pay me cause I never once used any bonus funds. I never use bonus funds on any casino because there’s always so many wagering requirements and it never works out

Dear Bignargsey24,

Thank you for your patience while we reviewed your account.

After a thorough investigation, our team has discovered that the maximum bet limit was exceeded several times while the bonus was active. As per our Terms and Conditions, winnings received as a result of a violation of bonus rules are subject to adjustment.

As a result, your balance has been adjusted to CAD 5,412.8. Please note that your expected withdrawal of CAD 1,400 remains unchanged and fully available.

We understand that this may be disappointing, but these rules are in place to ensure fair play for all our members. Our support team remains at your disposal should you have any further questions.

Note to Casino Guru Team:

We have sent additional information regarding this matter to your email. Please review it at your convenience.

Best regards,

Spinline Casino

Ya but the problem with your bonus system is that you add it without the player accepting the bonus. You just automatically add the funds and when your account is upwards of 5000 when you sneak a 10$ bonus in there while in the midst of playing, it’s impossible to know you’ve added a bonus. Say your account is at 5438 and while in the middle of playing you add a 10$ bonus and your account goes to 5448 how would you ever know that it’s been from bonus money or a spin. It’s 100% a way for you to sneak bonus funds into a players account so that if they win you can confiscate the funds because you have the excuse that there were bonus funds used. It’s a scam, it’s a scum bag casino move. But spinline is a scum bag casino so very on brand. I’ve had withdrawal requests in for over a week and only received two. You pray on people who can’t resist having funds in their account so you make them wait until they cave and play andthen lose so you don’t have to pay them. Be better

Dear Bignargsey24,

We regret that you feel this way, as thousands of our players enjoy their games daily, following the terms and conditions and successfully withdrawing their winnings. While we understand your frustration, the rules regarding bonus play are clearly outlined in our T&C to ensure a fair environment for everyone. It is the player's responsibility to stay aware of their balance and the rules associated with active bonuses.

Regarding your withdrawals, we would like to highlight that all requests are processed according to the timeframes specified in our Terms and Conditions. Our records show that we have been consistently processing your payments:

• 1400 CAD requested on 2026-03-08 - Paid on 2026-03-10 (within 2 business days)
• 1400 CAD requested on 2026-03-10 - Paid on 2026-03-12 (within 2 business days)

According to our policy, each withdrawal request is handled in the order it is received. It is important to note that you manually cancelled your requests on March 12th and March 14th. Every time a request is cancelled and re-submitted, it loses its place in the queue and the processing timeframe starts over. This is the only reason for the current delay.

Your active request from March 15th is being processed within the standard timeframe and will be paid in the nearest future. We kindly ask for your patience and recommend not cancelling the request to ensure it is completed as quickly as possible.

Best regards,

Spinline Casino

End of the day this casino is garbage. I would avoid like the plague. They add bonus money into your account without accepting it then confiscate winnings. They only pay Monday-Friday and it takes 2/3/4 days so you’re only getting one or two withdrawals a week. And you can only have one active withdrawal at a time. So you’re forced to sit there with your account full of money for days. When I tried to take a 48 hour break from the casino so I don’t keep playing with my balance, they cancelled my active withdrawal so you’re forced to have an open account with funds. I’ve played with many casinos and this one is just no good.

Thanks to both parties for your replies and your patience in the matter.

Please note that the shared records from the casino representative don't include information about whether a bonus was active at the time of the alleged breach. Also, we believe the information related to the bonus amount awarded and the balance before the bonus was accepted is relevant information in this case.

Dear casino representative,

Kindly share with me the relevant records from before the time the player's bonus was active, and include the information about which bets the bonus was active on, ideally in .csv. I'll do my best to review this information as soon as possible.

Thanks in advance for your cooperation.

Dear Casino Guru Team,

Thank you for the update. We have just sent the requested records and additional information regarding bonus activity and balance history to your email address. We kindly ask you to review the information provided in detail

We look forward to your review of the provided data and remain available for any further questions.

Best regards,

Spinline Casino

Dear Bignargsey24,

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, Matej (matej@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

Dear Bignargsey24 and the Spinline Casino Representative,

From the game log, it is evident that three bonuses (11 CAD, 15 CAD, and 15 CAD) were activated while the player had a balance exceeding 5,400 CAD.

I would like to ask Bignargsey24 to clarify whether these bonuses were activated manually or automatically.

These bonuses were added automatically. There was absolutely no warning or choice to accept or decline the bonuses. So pretty hard to notice an 11$ bonus when your balance is upwards of 5400$ dollars and I was betting 10$ a spin at the time. So how would I have ever noticed they snuck in an 11$ bonus. Outrageous in my mind to confiscate funds over that. I won that money fair and square

Dear Matej and Bignargsey24,

We have carefully reviewed the player's comments and the technical details of this case. It is important to clarify that our system operates according to established and transparent rules that all players agree to upon registration.

The aforementioned bonus (11 CAD for reaching level 17) was accrued as part of our automated loyalty program, and a notification was sent to the player's registered email address immediately after it was added. This ensures that any changes in the account balance or active bonuses are clearly communicated. In addition, our platform gives each player full control over their rewards - any active bonus can be easily declined or canceled at any time directly in the "My Bonuses" section of the player's profile. According to our Bonus Terms and Conditions:

14. Any bonus can be canceled before the wagering requirements are met.

16. Players have the right to refuse any bonuses offered by the casino.

This means that even if a bonus is added automatically, the player remains responsible for monitoring their active balance and the associated terms before placing bets. Thousands of our players successfully manage their bonuses and follow these rules every day to ensure that their play remains within the guidelines.

In this particular case, the game logs confirm that while the bonus was active, bets were placed that significantly exceeded the allowed limit. Our Bonus Terms and Conditions are very clear on this matter:

6. The maximum bet amount when a bonus is active is 5 EUR / 7 CAD / 8 AUD... This includes bonus buy features, purchased bonus rounds within the game, and bet doubling.

Placing a bet of 400 CAD is a serious breach of this limit. Regardless of whether this breach was intentional or not, it is in direct contradiction to the terms that ensure a fair gaming environment for everyone. In such cases, according to our Bonus Terms and Conditions, the casino reserves the right to take the following measures:

19. The casino reserves the right to cancel all bonuses and winnings and to confiscate all funds from the account if they were obtained unfairly or in violation of the rules.

As a licensed operator, we must consistently apply these rules to maintain the integrity of our platform. Therefore, since the maximum bet rule was violated, the winnings were forfeited in strict accordance with our policy.

Best regards,

Spinline Casino

It’s honestly impressive the lengths that you people go through to not pay people. You must have a full team of people who work at trying to f**k people over. Bunch of bull**it. Spinline casino is a joke. I hope you go bankrupt. But you probably won’t the way you screw people over

Dear Bignargsey24 and Spinline Casino Representative,

Bignargsey24 — please note that using offensive language in your communications will not help your case and may in fact work against you. We kindly ask that you keep all correspondence calm, factual, and professional.

Spinline Casino Representative — I have a few questions and observations regarding the bonuses in question.

Could you please clarify how these three bonuses were of any benefit to Bignargsey24? Did he gain any unfair advantage from having them active in his account? I find it difficult to see how a player who had already accumulated CAD 5,400 gained any meaningful advantage from bonuses worth a combined CAD 45. If anything, by activating these bonuses without his explicit consent while he was actively playing, you placed him at a significant disadvantage — as the bonus terms, including the maximum bet rule, immediately altered the conditions of his gameplay.

Notifying a player via email that a bonus has been activated while they are in the middle of a session is not sufficient notice. The player has no reasonable opportunity to review or decline the offer in that moment. We would strongly recommend implementing a pop-up prompt that appears upon reaching a new loyalty level, presenting the bonus offer with a clear yes/no option and displaying all significant conditions — including the maximum bet rule — prominently within that prompt.

Furthermore, standard industry practice dictates that when a bonus is applied, it becomes active only after the player's real money balance is depleted, with bonus terms applying from that point onward. In this case, the bonuses were activated mid-session without explicit consent, fundamentally changing the conditions under which Bignargsey24 was playing.

For these reasons, we believe the player is entitled to his winnings. He did not request these bonuses, they did not contribute to his accumulated balance, and their activation placed him at a disadvantage rather than offering him any benefit. We therefore ask that the bonuses be removed from the equation and that the player's winnings of CAD 2,610 be paid out in full.

Dear Matej,

Thank you for your patience and suggestions regarding user experience. We have carefully reviewed your comments along with our internal technical logs and would like to make a final decision on this matter.

First of all, we must emphasize that Spinline Casino operates under the Bonus Terms and Conditions, which all players agree to upon registration. While different operators may have different technical implementations, our rules clearly define how bonuses are awarded and managed. We offer several levels of notifications, including in-game pop-ups for each loyalty level reached, automated emails, and a dedicated "My Bonuses" section where players can track and cancel any active rewards.

However, after a deeper technical audit of this specific case, we have discovered a temporary issue with the "Activate Later" feature in the loyalty pop-up. The button was not working properly: instead of postponing the bonus, it simply closed the notification and returned the player directly to the game, while the bonus remained active. We acknowledge that this particular technical discrepancy was misleading, as the player could reasonably assume that the bonus had not yet taken effect after clicking this button.

We have already addressed this issue by updating the interface to ensure that the notification process is clear and in sync with the actual account status. To manage or cancel bonuses now, players should use the My Bonuses section, which is fully functional for this purpose.

As a gesture of goodwill and as a one-time exception, we have decided to refund the winnings of 2,610 CAD to Bignargsey24. Going forward, our notifications and bonus management tools are fully compliant with our terms and conditions. The player remains responsible for monitoring their active balance and adhering to the maximum bet limits. Any future violations of the maximum bet rule (clause 5.6) will result in the forfeiture of winnings, as we will no longer consider such cases as exceptions, as the system has been fully restored to its original clarity.

We hope that this decision will satisfy all parties involved.

Best wishes,

Spinline Casino

Dear Bignargsey24,

We are happy to inform you that following our internal review, we have returned the winnings of CAD 2,610 to your casino balance.

Could you please check your account and confirm that the funds have been successfully credited? Once you see the balance, you are welcome to proceed with your withdrawal or continue playing as you wish.

We would like to remind you that our support team is available 24/7 to assist you. If you have any questions or need further help with your transactions, please don't hesitate to reach out to us via Live Chat or email.

We appreciate your patience throughout this process!

Best regards,

Spinline Casino

I checked and it shows the funds are there. But when I go to make a withdrawal it says "no funds available" so now waiting on a reply from your support team regarding this issue

It’s funny cause I can gamble the money, just can’t withdraw it. Just goes to show what kind of casino Spinline is

Dear Bignargsey24,

We understand that you wanted to access your restored funds as soon as possible and thank you for your patience while the final technical sync was completed.

Sometimes these processes require a few extra minutes to update all systems. Instead of jumping to conclusions, we recommend that you first contact our support team - they are available 24/7 and are always ready to provide real-time updates and immediately resolve such minor technical issues.

Everything is now fully ready and you can proceed with your withdrawal, which will be processed according to our standard timeframes. We are always ready to help with anything you need

Best wishes,

Spinline Casino

Dear Bignargsey24,

Thank you for your patience throughout this process. Could you please confirm whether you were able to successfully withdraw your funds so we can close this case as resolved?

Also, a big thank you to the Spinline casino for their cooperation in helping resolve this matter!

Yes I was able to get my funds. Thank you so very much. I honestly did not think this would get resolved. You guys are the best !

Dear Bignargsey24,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru