Spinwinera Casino - Player claims that payment has been delayed.

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Dear Kris83,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you, Jean. I completely understand the 14-day policy for delayed payments, but I need to clarify that this is not a standard bank delay.

The casino explicitly canceled my withdrawals internally, forced an unsolicited 100€ bonus with a 2,500€ wagering restriction onto my balance to block my funds, and their operator Anthony committed a major responsible gambling violation by telling me in writing that my 'chances to win grow with my losses.' Furthermore, their VIP Manager Franc explicitly admitted on the record that the platform caused 'damage' to my account.

Since my requested withdrawal date was September 28th, I will gladly let the remaining days of your timer run down, but I want to ensure the mediation team reviews the attached screenshots of this extreme platform manipulation and compliance failure, as the funds are not simply stuck in transit." And i have plenty of other screenshots to prove you that i was intentionally not paid by the casino which didn't execute my withdrawal at once,then at the twice attemp inventing thinga which are not true.

If u need other screenshots i can give them to you to prove that once the casino told me the withdrawal were canceled then 2 days ago i recieved an email saying my funds were arriving.

They didn't knew how to handle the situation because they made a mistake and admitted it by saying to me we can't undo the damage, and for triggering me gave a bonus of 100 euro x25 that for a vip player rank 2 is not serious.

I have other screenshots like this fron 29 September where you can see they are confused and didn't execute my withdrawal, even if ut says paid,in none of the situation money were withdrawal.

And i have lost at least more then 10.000 euro and i didn't complained at all because i spend them because i wanted

One particular detail,i have maid my kyc confirmation in the casino on july,i have deposit and withdrawal, i am a vip player rank 2 and they know me very good because i have been very active

This is where they admit they didn't do the job correctly and damaged me. I apologize for my colleague mistake.

This mistake caused me a lost of 1000 euro.

"I am adding further evidence that completely disproves the casino's defense. The support team states that any withdrawal exceeding account limits is immediately blocked by the system and never registers in the transaction history. However, my €1,000 withdrawal generated unique transaction IDs and was explicitly marked as 'Paid' in my history. This is absolute proof that my withdrawal was perfectly valid and that the casino manually reversed it to trap my funds."

Other proves of the fact that they are lying about the weekly limit, they by themself accepted that and i demand my 1000 euro withdrawal to be made,even throw trust wallet cause they caused me trouble with my credit card,can't deposit anymore after this problem,even for my bills or other things. I am a father, i try to do my best for my family,why i will withdrawal twice? I had 2200 euro in that moment,they denied me the withdrawal with the exuce of the weekly limit while the system had accepted my withdrawal normally.

Thank you for hearing me

Thank you for the additional information. There are still a few points we need to clarify to better understand what happened:

1. You stated that two €1,000 withdrawals were canceled and €2,000 was returned to your casino balance. However, you are requesting a refund of only €1,000. Does this mean that you were eventually able to successfully withdraw the other €1,000? If yes, please provide a screenshot showing this successful withdrawal.
2. Please provide a screenshot of your complete withdrawal history for the week in question, showing all withdrawals and their amounts. The casino stated that you had already reached your €4,500 weekly withdrawal limit, so we need to verify this.
3. Please clarify approximately when you lost the remaining €1,000 through gameplay. Was it before or after you requested account closure on October 2? Also, when exactly did you receive the €100 bonus with the 25x wagering requirement? If possible, please provide your gaming/transaction history from this period showing the relevant dates and balances.
4. Do you still have access to your casino account? If not, when was it closed?

Thank you for your cooperation.

"Dear Jenny,

Thank you for your response. To address your questions precisely, I am providing direct answers alongside undeniable evidence taken directly from my active casino account panel today:

The Disputed Amount: To clarify the math, neither of the two €1,000 withdrawal requests was successful. Both were forcibly returned to my active casino balance by management due to an alleged 'technical issue.' I initiated the second request strictly because support agents instructed me that the first attempt had failed due to a system glitch. The total amount at risk that was frozen and manipulated by the casino is actually €2,200. I would like to formally request to update the disputed amount of this complaint to the full €2,200 to reflect my actual balance at the moment of the forced reversal.

Weekly Limit Verification & The System Paradox: The casino's claim that a standard system-level limit block prevented my transactions from completing is entirely false. I have attached the screenshot of my withdrawal ledger from September 29, 2026. As you can see, both €1,000 transactions generated unique system IDs and were formally marked with the status 'Paid' in bright green on their end. A casino platform cannot legally mark a transaction as 'Paid' if a weekly limit hard-stop is active. Furthermore, I have attached a chat log from support agent Justin who explicitly stated: 'I want to clarify that these specific withdrawals were not cancelled due to technical issues - they remain in processing with your bank.' This completely exposes the contradictions within their management team.

Clarification on the Limit Screenshot: I am also attaching the limit pop-up menu displayed during my chat. While the interface shows 4,500.00 € / 4,500.00 €, this status was only reached because the system successfully processed my €1,000 withdrawals. If my limit was breached before making the request, the software would have physically blocked me from submitting it. Instead, the platform fully approved the requests and marked them 'Paid', proving the funds were cleared by the system before management manually intervened to reverse them back into my balance.

Timeline and Forced Bonus: I have attached a screenshot of my live bonus panel. It proves that the casino forced an unsolicited €100 bonus with a predatory 25x wager (€2,500 restriction) onto my account balance after I had already demanded an account closure on October 2nd. As the screenshot shows, the wager is at 0%, proving that I have completely refused to touch this predatory bonus trap. My balance was locked solely due to their deliberate system intervention.

Account Access & Broken Deadline: I still have temporary access to my account right now, which is how I retrieved these official receipts. The casino has completely failed to execute my multiple responsible gambling self-exclusion requests. Furthermore, support agent Justin gave me a hard arrival deadline of October 5th. Today is October 5th, and absolutely no funds have arrived in my bank account.

I kindly request that the mediator reviews these four account records, updates my official dispute amount to €2,200, and holds SpinWinera fully accountable for this balance manipulation."

Dear Jenny,I am writing to provide an urgent and critical update. SpinWinera Casino just sent me an official email (attached below) that completely changes the case and acts as a full admission of guilt on their end.Please note the massive points they just confirmed in writing:1. They admitted the weekly limit claim was a lie: The casino's email explicitly states: 'Your withdrawal was approved on our end; however, due to technical issues on the payment provider's side, those funds were subsequently returned to your casino account.' They have officially admitted that the cancellation was caused entirely by their own internal technical processing errors, completely debunking their previous claim that I exceeded my weekly limits.2. They admitted to the forced bonus lock: The email states: 'your manager has offered you bonuses as a form of compensation.' They officially confirm that instead of fixing the payment provider error to let me withdraw my €2,200, they deliberately pushed a bonus package onto my account which carried the predatory €2,500 wagering restriction.3. Predatory Retention Actions: They attempt to avoid liability by claiming I played the funds. However, they entirely ignore that they created a completely compromised account state by illegally reversing my funds, locking my real cash behind forced wagering rules, and repeatedly denying my explicit responsible gambling requests to close the account.The casino has now fully confessed in writing to the technical failures and the unauthorized balance restrictions. I kindly ask the mediator to review this final piece of evidence to secure the full resolution of my €2,200 winnings. Thank you."

Dear Kris83,

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, Matej L., (matej.l@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,

Jean

Dear Jean,

Thank you so much for your highly professional work, your deep understanding, and for taking the time to carefully review and accept all of my evidence.

I truly appreciate your dedication to bringing the truth to light. I am very glad to move forward to the next stage with Matej L., and I look forward to resolving this fairly.

God bless you and your team for helping hard-working people like me.

Kind regards,

Kris83

Hello Kris83, nice to meet you!

My name is Matej, and I will be assisting you with this case. I will do my best to help resolve the matter as soon as possible.

Thank you for providing the requested information. At this stage, I have everything I need from you. You do not need to send any additional information or documents unless I contact you and specifically ask for them. For now, please wait while we investigate the case.

I would now like to invite a representative of Spinwinera Casino to join this conversation and participate in the investigation.

Could the casino representative please provide more details as of why this player’s withdrawal request is being processed longer than usual, and submit all relevant supporting evidence?

Any sensitive information or internal system records may be sent directly to me by email at matej.l@casino.guru.

Thank you for your patience and cooperation.

Hello Matej and Kris83,

Thank you for your patience.

Regarding the case, we have provided an email to the player explaining to him the situation of the case from our side. 

"We would like to take this opportunity to clarify that the explanation previously provided to you is accurate. Your withdrawal was approved on our end; however, due to technical issues on the payment provider's side, those funds were subsequently returned to your casino account. This occurred on two occasions, and after the second time, you proceeded to utilize the funds for gameplay following their return.

We sincerely apologize for any inconveniences you may have experienced due to these technical issues. During this period, you had the opportunity to establish a wager limit on your account to prevent any unintended expenditures. We believe that your balance was utilized in a fair manner; therefore, we do not consider it appropriate to impose any penalties in this instance and there are no grounds for any balance reinstatement of the funds lost in gameplay at your own initiatve.

We recognize the frustration this situation may have caused, and we are committed to ensuring that your experience on our platform is entirely positive. Consequently, your manager has offered you bonuses as a form of compensation; which represent a fair offer."

Matej, I will send you additional information on the case via email. Please check it out at your earliest convenience.

Thank you for your understanding.

Best regards,

Spinwinera Casino

Thank you for the additional details, dear Spinwinera Casino. Much appreciated.

Dear Kris83, do I understand this correctly - that you no longer have the funds, as those were used in gameplay and lost?

"Dear Matej,

Thank you for your response. To answer your question directly: No, I did not willingly lose these funds in regular gameplay. The casino's explanation completely omits the truth of how they manipulated my account.

Here is the exact reality of what happened:

1. My two withdrawals of €1,000 each were successfully approved and marked as 'Paid' on my dashboard. The casino has publicly admitted that their internal payment gateway failed twice and returned the funds to my balance due to their own technical errors.

2. The moment those funds bounced back into my balance due to the casino's technical glitch, I immediately requested a formal account closure and the deletion of my data from their database because I realized their platform was unsafe.

3. Instead of respecting international data privacy and responsible gambling rules to freeze my profile, their VIP support team ignored my closure request. They aggressively baited me with mathematical 'Return-to-Player (RTP)' statements to induce me to stay, and immediately forced an unrequested €100 compensation bonus into my profile to trap my account behind a x25 wagering requirement.

4. I immediately realized it was a trap. I have already provided the unshakeable evidence to this thread showing that this forced bonus remained at exactly 0% wagered. I never accepted their contract, and I immediately walked away from their site to open this dispute with Casino Guru.

The casino cannot use their own technical system failures, their failure to close my account upon explicit request, and an unrequested bonus trap to justify erasing my €2,000 cash winnings. I have acted with total discipline, and I stand by my right to my full funds.

Kind regards,

Kris83"

Dear Kris83, thank you for the additional explanation. I wll try to explain the situation from the Casino Guru's viewpoint, using your points from the previous post:

• Point 1: Technical errors were on the side of the payment provider. Casinos use third party payment processors and sometimes issues arise within this service that prevents funds being transfered between the casino and the player. This may occur at times, as the providers are processing thousands of payments on a daily mesage and are outside of casino's influence. Especially if you had no issues depositing and withdrawing in the past, there is no supporting evidence about this being a malicious act on the casino side.
• Points 2 + 3: You have requested an account closure. During regular account closure, it is assumed the player is in full possession of their own faculties, has no gambling addiction and can decide the best course of action for themselves. The casino can ask the player why the account closure is requested, to figure out whether they can do something to prevent losing a customer. This is standard business practice across many industries, where special options or services are offered to dissatisfied customers, to keep their business. You have not mentioned being addicted to gambling, therefore it is assumed you had the option to refuse bonus offers and simply stop engaging in gameplay, if you were not happy with the way you were treated at Spinwinera. You were not forced to play, accept offers or engage with casino beyond the withdrawal of your 2,000 EUR.
• Point 4: Following on the above, oficially you are classed as a VIP customer, with no gambling addiction. Therefore, you have played at your own volition, and were aware of possible conssequences of losing money, as it is stated in the casino's T&C that you agreed with upon signing up for an acount: "1.1 You log in the Website and participate in games at your own risk." Also bonus could have been rejected as per the Bonus T&C Cancellation part: "You have the right to cancel any bonuses without proceeding to their wagering and without any loss of their own funds. But keep in mind that while playing with a bonus you’re playing on your real balance first."

I agree that the overall misinformation about why your funds were not withdrawn - ranging from successfull processing, through reaching limits and ending up with payment provider issue - looks suspicious and would make me lose faith in the casino management as a player. Your anger and decision to close your account are understandable. In such case, I would expect you to keep discussing the withdrawal issue, while not engaging in further gameplay. You could have asked for alternative withdrawal method or simply keep the money in your balance until next time your withdrawal limits reset, to confirm whether the issue has been resolved. Because you have decided to use the balance for further gameplay and subsequently lost them, I am afraid there is not much else I can do to mediate this case forward. Money lost in regular gameplay are non-refundable under the casino's T&C.

I will keep the complaint thread open over the weekend in case you have additional questions or evidence supporting your claim, before proceeding with the closure.

Dear Matej,

I am writing to formally request a senior supervisory review of this case file, as your recent evaluation completely overlooks the audited chronological reality, the official system modifications performed by your colleague Jean, and the concrete ledger evidence embedded directly within my account dashboard.

You have mistakenly categorized this dispute as a standard case of a player losing their balance through voluntary gameplay. The extensive timestamped system logs, support transcripts, and account headers presented below prove an entirely different reality: The casino intentionally manipulated my dashboard data, printed fraudulent receipts, and locked my liquidity behind a forced promotional trap after my account was legally ordered to be closed.

I urge you to review the exact chronological facts of what occurred on my account:

1. The Falsified "Paid" Status & Hidden Liquidity

On September 29th, I successfully built my real money cash balance up to 10,000.00 EUR and 7,700.00 EUR through highly disciplined live sportsbook stakes. I placed formal withdrawal requests for two tranches of 1,000.00 EUR each.

The Casino's Fraudulent Ledger: Spinwinera's automated backend system immediately stamped both 1,000.00 EUR transactions with a green "Paid" badge (Transaction IDs: 761515482113463227 and 761918624390973238).

The System Lock: In reality, no money was ever transmitted to my bank. Their third-party payment gateways had completely collapsed. Because their system printed false "Paid" logs, it artificially exhausted my profile’s weekly transactional limits to 4,500.00 EUR / 4,500.00 EUR, effectively freezing my remaining thousands of Euros of real liquidity inside the dashboard and rendering me completely unable to withdraw.

2. Immediate Account Closure Demands Denied

The moment I realized their payment system was broken and displaying deceptive tracking data, I immediately contacted the VIP management queue at 19:01 and issued a formal, binding directive: "Can you please close my account and delete my data from your database? Thank you."

Under international responsible gambling standards and consumer law, a casino is required to immediately restrict profile access upon receiving a formal closure request to safeguard the player's capital.

3. The Deployment of the Illegal "Forced Contract" Bonus Trap

Instead of immediate profile closure, Spinwinera’s team deliberately kept my dashboard wide open. At 20:14, their manager explicitly wrote back, refusing to close the account and attempting to aggressively bribe me: "Maybe would you like to stay with us and try it? Maybe it'll bring you luck. Meanwhile, while there is no response from your side, I'll suspend your account."

They systematically dumped an unrequested 100.00 EUR promotional credit into my balance, attaching an arbitrary 2,500.00 EUR wagering restriction to my account.

Immediate Formal Rejection: At 20:53, I formally texted their team: "I will wait... I will not use the bonus." I maintained a flawless 0% wagered bonus shield. I never consented to this promotional contract, yet it was used to legally paralyze my real cash winnings.

4. Written Admissions of Corporate Negligence

When I confronted their support team regarding this structural deadlock, their own managers completely broke down and confessed to the damage in writing:

VIP Manager Peter Confession: "Kristo, I understand where you’re coming from... but I just can't undo the damage. Please allow me to offer you a small bonus as a gesture of remorse."

VIP Manager Steve Confession: "I apologize for my colleague's mistake."

Conclusion: Why the Casino is Liable for the Full €2,000 Cash Claim

Matej, look at your own platform's official structural layout. Your colleague Jean formally audited my initial files, threw out the casino’s bonus traps, and locked this dispute header at a fixed €2,000 cash demand. The platform does not protect a zero balance. Casino Guru has already ruled that this cash belonged to me.

Spinwinera publicly admitted on this open board that my withdrawals failed due to their internal gateway crashes. They cannot use their own technical errors, their refusal to close my profile, and their predatory bonus dead-locks to justify wiping out my real capital.

I have uploaded the definitive proof of their written support confessions, the 10,000.00 EUR balance headers, and the explicit account closure timestamps below. I expect Casino Guru to uphold its regulatory standards and enforce the full €2,000 cash resolution against Spinwinera's Safety Index.

Best regards,

Kris83

Dear Kris83, thank you for the additional explanation provided.

Due to the reasons stated in my previous post, I will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that I was not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

If you disagree with my mediation process and the final outcome, please feel free to contact us at complaint@casino.guru. To speed up the process, please include this complaint's ID number 234544.

Best regards,

Matej

Casino.Guru