SpinTexas Casino - Player's winnings are confiscated.

Hello my deposit was 25 euro deposit 150% deposit bonus so 67,50 to play wen i fully wagert the bonus my balance was 148 i knew the amound for witdrawal with bonus is x6 so i made request of 140.

So the 8 euro of my own money i won another 200 euro so i cancel the withdrawal and added another 200 euro and made it end ballance 340.

The casino now confiscated 190 saying i breach terms x 6 max bonus. But the bonus was already wagert before.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinTexas 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?
• Is your account verified?
• Have you been notified at any point that the bonus terms and conditions persist after the wagering of the bonus is complete?
• Could you please share with me your communication with the casino or any other supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Thomas

Thank you for reponding.

My account is accessible and verified.

No i got a standard mail of the bonus terms 150%199% Bonus treshold are limited to 6X times the bonus amount.

Have been trying to explain that the funds was won after the bonus

Casino support told me that the decision was final.

Thanks for the explanation.

Kindly share any relevant communication between you and the casino regarding the issue or any other supporting evidence of the incident.

Share the information with me at tomas@casino.guru

Looking forward to your reply.

i have send you the mail Tomas

Dear Martin75,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Dear Martin75,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from SpinTexas Casino to join this conversation and assist in addressing the complaint.

Dear SpinTexas Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant 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.

Dear Martin75,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming (complaint can be submited via validator at the bottom of the casino's website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru