Spinoloco Casino - Player's withdrawal issues due to altered bonus terms.

The casino advertises a 100% welcome bonus match with no maximum winning limit, which was a key factor. However, after joining, the casino changed the bonus to a 150% match and later claimed that winnings are capped at 3,000, directly contradicting the original promotion.

When asked to provide proof of these terms, such as a link or screenshot of the Terms & Conditions, the casino failed to provide any evidence. Support staff were unable to clearly explain the rules, repeatedly gave inconsistent information, and appeared unfamiliar with their own bonus conditions.

The lack of transparency, inability to verify the actual terms, and unhelpful customer support raise serious concerns. Changing bonus conditions after a player joins and enforcing undocumented limits is misleading and unfair.

The casino changed the bonus terms without providing a clear or justified reason and did so without my consent. During multiple interactions, their support team repeatedly gave incorrect or inconsistent information regarding the bonus conditions. Only later was I provided with a link to terms that I strongly believe were not publicly available or visible on the site at the time I accepted the bonus, including any maximum winnings cap. If these terms were added or modified after the bonus was already granted, this represents a lack of transparency and is misleading to players. Players can only make informed decisions when all conditions are clearly disclosed upfront. Retroactively applying new or hidden rules creates confusion, undermines trust, and goes against basic principles of fair play and consumer protection. For these reasons, I believe the casino acted unfairly, and I am requesting a proper review, correction of the decision, and a fair resolution.

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Hello,

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

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

• Could you please share with me any information about the initial bonus offer and how it was advertised to you?
• Send the screenshots, links, or similar evidence 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, the welcome bonus was advertised on the casino’s website as a 100% match bonus with no maximum winnings limit. This information was visible during the registration and deposit process and was a key reason I chose to join and claim the bonus.

At the time of accepting the bonus, no mention of a winnings cap (such as 3,000) was displayed, nor was I directed to any Terms & Conditions stating such a limitation. After the issue arose, I requested evidence of these terms (a link, screenshot, or archived page) but the casino was unable to provide any proof that these conditions were disclosed upfront.

Only later was I shown a link to bonus terms that I strongly believe were not publicly visible or accessible at the time I accepted the offer. The support team also provided inconsistent explanations of the bonus rule which further suggests the terms were unclear or changed after the bonus was granted.

If the casino claims a maximum winnings limit applied, they should be able to provide verifiable evidence showing that these terms were clearly advertised before I accepted the bonus. Without such proof, I maintain that the original promotion stated no maximum winnings limit. I will add screenshots showing were y winning was reduced.

Hello, I also wanted to add that they repeated misinformation their users. I was given information via email regarding their offer (will attach the screenshot), however the information published on their official website differs significantly. They offer the Friday reload today with promocode LOCO500 and there's no maximum win under email but actual terms of 5xd cap on the account.

Thanks for sharing the information with me.

• How did you learn that a different bonus was credited to your account?
• Is there a screenshot of the records showing the bonuses that were credited to your account? Would you be able to share a screenshot of these records with me?
• After you learned a different bonus was credited to your account, have you contacted support for specific information about the bonus?

Thanks in advance for your reply.

Hello! After I joined and made my deposit, I checked my account and noticed the bonus did not match what was advertised when I signed up. The promotion I saw said 100% welcome bonus with no maximum winnings limit but later I was told the bonus was different and that winnings were capped. Unfortunately, I do not have a screenshot from the exact moment the bonus was credited. At that time, there was no clear place showing the full bonus terms or any winnings limit, so I had no reason to take one. The casino also did not send any written confirmation of the bonus terms when it was added to my account. Moreover, the Friday Reload bonus currently advertised with promo code LOCO500 shows no maximum win mentioned in the email, while the website displays different or additional conditions. This creates confusion and inconsistency.

I have screenshots of these bonuses, including the email promotion and the website offer which clearly show the differences. So I have already provided these screenshots as evidence. Yes, I contacted support several times to ask for clear information about the bonus. Unfortunately, different support agents gave different answers about the bonus percentage and whether there was a winnings cap. When I asked for proof, such as a link or screenshot of the terms that applied when I accepted the bonus, none was provided. I was only given a link later which I believe was not available or visible at the time I joined

Thanks for the explanation.

If you have access to your player's account, there should still be a record of the bonus you activated and played.

Please share a screenshot of the past bonuses awarded to your player's account if available.

I apologize for the inconvenience.

Hello. Here are screenshots of past bonuses.

Dear MohammedAwal,

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, Igor (igor.p@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 MohammedAwal,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Spinoloco Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Spinoloco Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinoloco Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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.

We would like to clarify that we currently offer two welcome promotions:

100% bonus for minimum deposits of €20

150% VIP bonus for minimum deposits of €250

After reviewing your account, we identified that your deposit was $500, which automatically qualified you for the VIP offer, granting you a $750 bonus, equivalent to 150% of your deposit amount.

We apologize for any possible confusion regarding the interpretation of the Terms and Conditions. However, please note that all promotional rules are publicly available on our website and can be reviewed at any time.

Regarding round 101204aa-f430-4c6f-b200-e629a48ee967, our records show that at that moment you had a real balance of $500 and a bonus balance of CA$ 8,018.50. After fully completing the wagering requirements of the bonus, the amount was transferred to your real balance, respecting the maximum conversion limit of CA$ 3,000, as stated in the Terms and Conditions of the promotion used.

We remain at your disposal for any further clarification.

Kind regards,

Dear Spinoloco Casino,

Could you please clarify whether the player was made aware that the promotion might vary based on the deposit amount?

Additionally, was there a maximum win limit associated with the 100% bonus for deposits up to €250?

Thank you for your assistance.

Igor, thank you very much for your assistance in resolving this case.

I would like to clarify that the player was informed via email and chat that they had claimed the 150% bonus and that a maximum win limit applied.

It was also indicated, along with the link and the exact item where the player could find this information in our Terms and Conditions.

Dear MohammedAwal,

Could you kindly provide me with a screenshot of the live chat or email where you were informed about the type of bonus you claimed?

Hello, here you may find the screenshots

Dear Spinoloco Casino,

Could you please provide us with the evidence regarding the bonus the player claimed?

Feel free to share any screenshots or documents.

You can either send me an email or post it in this conversation as an attachment.

Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

I would like to inform you that this was the bonus activated by the player.

Additionally, we are glad that he had winnings and that all his withdrawal requests have been completed.

Kid

Dear MohammedAwal,

According to the casino’s message, you claimed a 150% Welcome Bonus with a maximum win of $3,000.

Please note that in the screenshots you provided earlier, it is not stated whether the bonus was actually claimed.

Additionally, each bonus has its own specific rules and conditions. While some bonuses may not include a maximum win limit, others do.

Therefore, it is possible that you may have accidentally claimed the 150% Welcome Bonus?

If so, could you please provide a screenshot from an email or live chat conversation that clearly shows which bonus was claimed?

Thank you in advance for the provided information.

I don't have exactly these screenshots to that offer because their VIP bonus is not mentioned, so a player assumes they are claiming 100% bonus. In the cashier it shows that 100% would be added, instead you get 150% or 2000% with cap. They send emails with offers that have no cap but actual terms of 5xd cap on the account.

Dear MohammedAwal,

According to the casino’s messages and your own screenshot from your account, you claimed the 150% Welcome Bonus.

This bonus includes a maximum win limit of 3,000 Canadian dollars.

Please note that other promotions you may have received, for example via email, might have different or no maximum win limits.

Therefore, the casino capped the bonus winnings in accordance with the applicable terms and conditions.

Due to the aforementioned reasons, we will now proceed to reject 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 any problems with this or any other 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.