Spins House Casino - Player's withdrawals canceled and account funds withheld.

I have deposited £30,500 with Spins House since March 2026 across 262 transactions. Every withdrawal request has been cancelled or rejected without legitimate justification.

The casino paid out £7,000 in winnings in March and May 2026, proving they are capable of paying. They have since refused every withdrawal request totalling £18,650 across five attempts.

First dispute - May 2026

In May 2026 the casino cancelled a £4,500 withdrawal citing irregular play. They offered a settlement of £1,500 to be paid to my bank account. I accepted on that condition. The casino breached the agreement by returning the £1,500 to my casino balance instead. The remaining £3,000 was retained despite no specific bet IDs being provided to justify the deduction. That £3,000 remains owed to me.

Second dispute - June 2026

By early June 2026 my balance had grown to approximately £17,000 through legitimate play. I submitted a £4,800 withdrawal on 3rd June 2026.

On 5th June 2026, whilst that withdrawal was pending, I received an unsolicited email from casino representative Melanie stating: 'Remaining active on your account reflects positively with our management team and can help ensure a smooth withdrawal process. And since you're clearly on a lucky streak, who knows, another great win could be just around the corner.'

This was deliberate manipulation. The casino held £17,000 of my money, refused my withdrawal, then implied continued gambling was a condition of receiving my funds. As a direct result I continued playing and lost approximately £9,000. The casino accepted those losses without question but continues to refuse my withdrawal.

This is a calculated pattern. Accept deposits freely. Refuse withdrawals. Hold a large balance. Pressure the player to keep gambling. Profit from the losses that follow.

The casino has refused the £4,800 withdrawal citing irregular play and offered a goodwill settlement of €1,500, identical to the settlement they breached in May. I reject this in full.

The irregular play allegation does not withstand scrutiny

My session on 3rd June 2026 began with an £80 deposit at 20:30. Opening bets were £6, representing 7.5% of the deposit, well within the casino's 30% threshold.

20:30 to 20:34: £6 bets, 7.5% of deposit. 20:34 to 20:44: £7 bets, 8.75% of deposit. 20:44 to 21:03: £12 bets, 15% of deposit. 21:03: £4,080 win from a £12 bet, game ID 48600739063.

The largest win, £8,568, came from a £7 bet at 01:44 on 4th June, game ID 48606170829. Both major wins are documented in the casino's own records and were achieved well within their own rules.

By the time any bet exceeded the 30% threshold, thousands of pounds had accumulated through hundreds of legitimate spins. The original £80 deposit had been cycled through many times over. Applying the 30% rule to that original deposit at that stage is not a reasonable interpretation of their own terms.

Summary of amounts owed

£3,000 retained from May 2026 following a breached settlement. £4,800 current pending withdrawal refused without justification. £3,119 current account balance I cannot access. Total in dispute: £10,919.

Additional concerns

The casino references spinzhouse.com in correspondence whilst my account operates via spin-h1.com. They are licensed in Anjouan with no accessible ADR scheme for UK consumers.

I have raised a formal dispute with NatWest covering £30,500 of transactions to this merchant and have full documentary evidence including bet history with game IDs, all casino emails, both settlement agreements, and withdrawal cancellation records.

I am requesting Casino Guru's assistance in recovering £10,919."

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Dear AJM79,

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

To better understand your situation and assist you further, could you please provide clarity on the following points?

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Is your account fully verified?
• Please forward any relevant communication to jean.s@casino.guru. This will assist us in addressing your complaint more effectively.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean