Spinline Casino - Player's winnings are confiscated by the casino.

Spinline Casino decided to confiscate €5,950.22 from my account, which appears in my transaction history as a "correction" dated March 23, 2026. The casino claims I violated their bonus terms by placing bets over €5 while a bonus was active, specifically citing €60 bets in "Dr. Rock & the Riff Reactor" on March 20, 2026 between 15:00 and 15:13 UTC, and using clauses 6 and 19 to justify taking my funds. 

At no point during my session was I aware that any bonus was active on my account. I am very aware of the bonus terms and started my session with a real money balance only, and to this day I have not been told which bonus was allegedly active. The casino does not provide any bonus history feature and hasn’t responded to my request for clarification, making it impossible for me to verify this independently — I can only speculate that a bonus was added without my knowledge or consent

On March 20, 2026 I played bonus buy features with high individual bets. Knowingly activating a bonus (or not cancelling a bonus if I had known it was activated) under those circumstances would work directly against me and make no sense — I would never do it intentionally. 

Placing high bets with the bonus buy features caused me to progress through Spineline’s loyalty levels very quickly — I went from Level 6 all the way to Level 13 in a single session. When reaching a new loyalty level, rewards such as free spins and cash bonuses are credited. It’s mostly free spins and those FS then show up on the profile page and have to be activated to use. However, levels 10 and 13 of the loyalty program both award an €8 cash bonus, and I passed through both of those levels during my March 20 session. 

After the confiscation of funds, I withdrew most of my remaining funds and managed to play through two more loyalty levels with the "leftover" balance. I recorded the entire gaming session and it clearly shows how Spineline’s loyalty system works and how the cash bonus is automatically added during active game play. 

Free spins rewards — the most common loyalty reward — are added with no notification at all. There is a little badge on the sidebar that states your loyalty level, but it doesn’t update in real time. It only updates if you close the game, open the profile page and refresh it. The FS are then shown in the bonus tab and need to be activated to be played with. 

The cash bonus royalty level came with a pop up "Congratulations, you’ve reached next step in our Loyalty Program!" However the pop up appeared on screen while actively inside the bonus buy menu - hence actively in the process of placing a bet. The popup closes when you tap anywhere on the screen, not just when tapping the (X) symbol. I only got to read the pop up during the recorded session, because I kept checking the loyalty progress and waited for something to happen and didn’t touch my screen. During my other sessions, the pop up wasn’t more than a flicker on the screen. 

Even before the pop up appears, the €8 cash bonus is already credited to the account balance — before any interaction from the player. 

There are two displays of your balance. One in the top menu which also very often doesn’t update in real time and the one that is displayed inside the game. The popup blurs both balance displays. 

Only after closing the game entirely does another notification appear "Congratulations, your bonus 8 €" , offering the option to activate the bonus or activate later. Hitting the activate later button doesn’t do anything. By that point the bonus has already been added and still appears in your bonus menu despite choosing to activate later. 

This means that any bets placed between the moment the bonus is credited and the moment the player closes the game are unknowingly placed under bonus conditions. There is no warning, no bet restriction, and no realistic opportunity to intervene. That is not how a fair enforcement of bonus terms works

Attachments 

My bet history. Unfortunately the history the casino provides only shows cumulative session totals for each time a specific game was played, not individual bets. There is no way to determine from that history exactly when specific bets were placed, what the balance was at any given moment within a session, or when a bonus may or may not have been active.

Screenshot of my balance when available 

Screenshots of the withdrawal history incl. the "correction" of the confiscated funds. 

Screenshots of the test session, that show what happened when a new loyalty level was reached. I can provide the entire recording if required. 

The email about the confiscation and my response

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Dear Marille,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• I have noticed that there were free spins available during your session. Could you please clarify whether these were automatically activated by the casino's system, or if you activated them yourself?
• I would like to confirm whether my understanding is correct: Is there indeed no bonus history section available in your profile?

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,

Attila

Hello, the free spins were automatically granted by reaching another level but I think they were only available and not activated yet. I definitely didn't activate any. And no, I haven't been able to find a bonus history.

Dear Marille,

Thank you for your detailed explanation and for sharing your perspective on this matter. We have conducted a thorough internal investigation and would like to provide the following clarification on our position.

The funds were confiscated due to a violation of the maximum bet limit specified in our Bonus Terms and Conditions. As you correctly noted, the bonus was credited as a reward for reaching a new loyalty level. Our system confirms that while this bonus was active, several bets totaling 60 euros were placed, which is well above the allowed limit.

Please note that according to our rules, the maximum bet limit applies whenever a bonus is active on an account, regardless of whether the game is played with real or bonus funds:

6. The maximum bet amount when the bonus is active is 5 EUR / 7 CAD / 8 AUD / 8 NZD / 50 NOK / 40 DKK / 20 PLN / 5 CHF / 2000 HUF. This includes bonus purchase features, purchased bonus rounds in the game and doubling bets.

As a licensed operator, we are obliged to adhere to the rules and conditions published on our website, which all players agree to when registering. We aim to maintain a fair and consistent environment for everyone, which unfortunately means that we must apply these rules equally, even in cases where the breach may have been unintentional.

Since there was a direct violation of the terms, we acted in accordance with our policy:

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

We appreciate your cooperation and your detailed feedback on the loyalty system notifications, which we will definitely take into account for future improvements.

Best regards,

Spinline Casino

Dear Casino Guru,

We have sent additional data regarding this case to your official email address (attila.g@casino.guru).

We kindly ask you to review this information for a clearer understanding of the situation. We remain available and are happy to provide any further details you may need.

Best regards,

Spinline Casino

Dear Spinline representative,

since you just stated „As a licensed operator, we are obliged to adhere to the rules and conditions published on our website, which all players agree to when registering" may I also cite your bonus terms 16. Players have the right to refuse any bonuses offered by the casino. I don‘t see how you adhere to your own terms and conditions if your system automatically activates a bonus mid game play, yet the following pop up appears only after closing the game. How can you even offer to „activate later" when the bonus is already active? To add insult to injury the activate later button doesn‘t even cancel the active bonus.

Dear Marille,

Thank you for your response. We would like to clarify that our system is designed to give players full control over their rewards.

In accordance with our Bonus Terms and Conditions, any bonus can be cancelled or declined at any time directly in the "My Bonuses" section of your profile. This section is specifically designed to allow players to manage their active rewards and ensure that their betting strategy aligns with our terms. Many of our players successfully manage their rewards and adjust their play accordingly to stay within the rules.

Although the bonus is automatically added as a reward for your progress, it remains the player's responsibility to ensure that subsequent bets do not exceed the allowed limit. Since this limit was breached while the bonus was active, we must adhere to our established policy regarding the forfeiture of winnings to ensure fairness for all our users.

Best regards,

Spinline Casino

Hello Marille,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Marille,

Thank you for your patience while we conducted a further technical review of your case.

In our previous response, we emphasized the importance of monitoring your active balance and using the "My Bonuses" section to manage your rewards. However, following a detailed audit of our loyalty notification system, which you brought to our attention, we have identified a technical inconsistency.

We have discovered that during your session, the "Activate Later" feature in the loyalty pop-up window was not working properly. Instead of postponing the bonus until a later time, the button simply closed the notification window while the bonus remained active on your account. We understand that this may have created the misleading impression that the bonus had not yet taken effect, which would have led to you continuing to play with bets that exceeded the limit.

At Spinline Casino, we are committed to maintaining a fair gaming environment. While our Bonus Terms (clauses 5.6 and 19) are fundamental to our operations, we believe that we only take responsibility when a technical element does not meet our standards of clarity.

As a one-off exception, we have decided to return the confiscated winnings of €5,950.22 to your account.

Please note that we have already corrected this interface issue. Going forward, the system will accurately reflect the status of all rewards and the My Bonuses section remains the final point of control for any active bonuses. As the system clarity has been fully restored, any future violations of the maximum bet limit will be dealt with strictly in accordance with our Terms and Conditions.

We hope that this decision will satisfy all parties.

Best wishes,

Spinline Casino

Dear Spinline Casino team,

Thank you for the thorough review of my case. I am glad the technical issue has been identified and resolved. I'll keep an eye on my account for the incoming transfer and will update this thread accordingly.

Dear Marille,

Thank you for your response and for your patience.

We are pleased to confirm that the funds in the amount of €5,950.22 have been successfully credited back to your casino account.

Please check your balance and let us know if everything is in order. You can now proceed with your withdrawal request or continue playing as you prefer.

Should you have any further questions or need assistance with the transaction, our support team is at your service 24/7. We appreciate your cooperation in resolving this matter and wish you the best of luck.

Best regards,

Spinline Casino

Dear Spinline Casino,

I am happy to report that the funds appear on my balance again. However, I am unable to request a withdrawal, as (according to live support) the system has applied a 1x wagering requirement to the returned funds.

Dear Marille,

Thank you for your update and for your patience while we worked out the details.

We would like to clarify that we have already resolved this issue for you and the wagering requirement has been removed. You can now proceed with your withdrawal request and we will process it within the stipulated time frame.

Our support team is always at your disposal 24/7 if you have any further questions. We appreciate your constructive approach to this issue and are glad that we were able to resolve it together.

Best regards,

Spinline Casino

Dear Spinline Casino Team,

Thank you for your clarification and for your cooperation regarding this matter.

Dear Marille,

Could you please provide us with an update on your ability to request a withdrawal? Can we consider this complaint resolved?

Looking forward to your response.

Hello,

one withdrawal request of 1000 € has been processed so far. I requested another 1000€ on April 10th which still appears as pending. Since the maximum amount per withdrawal request is limited to 1000€ and only 1 request can be active at any given time, completion might take quite some time.

Dear Marille,

Thank you for the update.

We are glad to hear that the first part of your withdrawal has been successfully processed. 

Please rest assured that we remain at your disposal 24/7. If you have any further questions or need assistance with your remaining withdrawals, feel free to reach out to us here or via our support team at any time.

Best regards,

Spinline Casino

Dear Marille,

It looks like the remaining withdrawals should be processed without any issues.

Would you agree to have this complaint marked as resolved?

Of course, if any further complications arise, you’re always welcome to contact us again—either to reopen this case or submit a new complaint.

Best regards,

Attila