Spinline Casino - Player’s winnings have been confiscated.

On the 18th of March Spinline Casino confiscated 12.200 Eur saying that I violated the rules by betting 2.250 Huf instead of 2.000 Huf which is the maximum bet when a bonus is active in the morning of 14th March. I didnt win anything with the bonus. The bonus became inactive. Then I cancelled my withdrawal request of 800.000 Huf that I requested on the previous day. It was real money. I didnt have active bonus. I wont the amount of 5 million Huf by that real money.  

I made a deposit of 99.000 HUF on 12.03.2025 at 8.35. Id 31858543. 

With that money I won and my balance became 840.000 Huf. It can be seen in my game history. 

I requested a withdrawal of 800.000 Huf 03.13.2025 id 31973992.  

I had a remaining balance of 40.000 HUF and I received 5994 HUF bonus money from them because of reaching the 8th position in the daily prize hunt tournament. 

On the 14th of March I lost the 40.000 Huf and activated the bonus money 5.994 huf. Then I made a mistake its true by betting 2.250 huf. BUT I LOST THAT MONEY. My balance became 0. They would be allowed to confiscate the money and winnings derived from that bonus money. But I didnt win. I LOST IT. My balance was 0. 

The bonus became inactive.

They didnt process my withdrawal request of 800.000 Huf so I cancelled it and the real money 800.0000 Huf was available on my balance again. That time bonus was not active. So all the funds and my balance of 5 million Huf derives from that money.

I cancelled my withdrawal request made on 13th March as I ran out of available credit in the evening of 14th March. It is the same like making a new deposit. My winnings you stole derives from this deposit. It has nothing to do with the bonus used in the morning on the 14th of March. I didnt have active bonus.

They would be allowed to confiscate only the winnings derived from bonus money.

1. By the way I couldnt have activated bonus with an active withdrawal request. So it was their fault giving me bonus when I had an active withdrawal request.

2. The terms and conditions were not available before activating the bonus. I was not able to read them.

3. The terms and conditions were not available in Hungarian, everything else was available.

4. In the email they sent me about the bonus money, they say that it is money and I won it for reaching the 8th position in daily prize tournament, and not bonus, and it is mandatory to activate in 7 days.

I made a complaint. They dont want to refund the amount, but they want to give me 200.000 Huf bonus money instead. Very unfair!

Dear Sorosand,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re facing. I understand how frustrating this situation must be for you. To better assist you and clarify the details of your complaint, could you please provide the following?

• Could you request that the casino send you your full gaming history in Excel format for the period from March 12 to March 14? Once you receive it, kindly forward it to me at veronika.f@casino.guru.
• Please also send me the communication between you and the casino regarding the confiscation of your winnings.
• Could you provide links to the bonuses and tournaments you activated and played with?

I hope we can assist you in resolving this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Dear Veronika,

Thank you very much for your kind help!

I send them an email asking for the gaming history and forward you the email of our communication.

Best Regards,

Andras

Dear Veronika,

Support team refused to send me the requested documents of my gaming history. My vip manager says that it is out of her area and expertise.

Dear Sorosand,

We are sorry to hear that your experience on our site did not meet your expectations. We have thoroughly reviewed your case and would like to provide a detailed response to clarify any misunderstandings.

First and foremost, we want to emphasize that our casino is fully licensed and operates strictly within the established Terms & Conditions, which you agreed to upon registration. These terms are in place to ensure a fair and secure gaming experience for all our players.

Please note that according to Section 5 of our Bonus Terms & Conditions:

"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."

On March 14, 2025, at 07:45:27 UTC, you activated the bonus "Tournament: Daily Prize Hunt" (Place: 8 with an amount of 5,994.67 HUF. The last bet placed using your real balance was at 09:58:05, after which your balance showed 0 HUF. At this point, you exhausted your real balance and began playing with bonus funds.

Later, at 11:54:51, 11:56:07, and 11:57:17 UTC, you placed three bets of 2,250 HUF each in the game Zeus vs Hades - Gods of War, and at 13:47:01 UTC, you placed a bet of 2,220 HUF in the game Book of Kemet. These bets exceeded the allowed limit and violated Section 5 of our Bonus Terms & Conditions mentioned above.

We highly value our players, and despite this violation of our platform’s rules, your VIP manager offered you a 200,000 HUF bonus as a goodwill gesture, recognizing you as an active player. However, you declined this offer.

Once again, we want to stress that ensuring fair and secure gaming conditions for all players on our platform is our top priority. These rules are designed to maintain fairness and safety, providing equal opportunities for all players. Additionally, all terms are clearly outlined on our website, and we always recommend reviewing them carefully before activating any bonuses.

As for your betting history, this information is available in your profile, and you can review it at any time.

Dear Veronika,

Thank you for assisting in resolving this matter. We have submitted a request to the relevant department and provided all necessary information confirming the violation to your email at veronika.f@casino.guru. If any further information is required from our side, we will be happy to assist.

Best Regards,

Spinline Casino

Dear Spinline Casino representative,

Thank you very much for getting in touch with us and providing additional details regarding the player's case.

Dear Sorosand,

The casino has provided us with evidence that you breached the maximum bet rule while your bonus funds were active. I understand that, ideally, the maximum bet should be enforced by the software, but as this is not yet the case in the majority of online casinos, it remains the player's responsibility to be aware of the rule when using bonus money.

As a result, this complaint will now be closed. We apologize for not being able to assist you further in this instance. Thank you for your understanding.

Best regards,

Veronika