WinSpin Casino - Player's winnings have been confiscated.

I deposited $500 and received a bonus and turned that succesfully into around $900, and attempted to withdraw. I completed everything and kept within their Terms and conditions. Then after refusing my withdraw, they suddenly applied a 5x wagering . Which I was frustrated about, but I COMPLETED. Then, my withdraw was cancelled again, and again. They started off saying I was banned from using future bonuses, for absolutely no reason, and now, as of 10 minutes ago, I receive an email stating that they can remove any winnings generated from a deposit bonus if the money has been in there longer than 30 days wtihout a withdraw! So they have now removed the almost $400 profit in which I had to risk to make. They delayed my payments purposely to now confiscate my money which I kept trying to wtihdraw to no avail! Please tell me what information you need thankyou.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you send me your withdrawal history showing each request and cancellation, along with the reasons the casino gave you for cancelling them? My email address is veronika.f@casino.guru.
• Could you send me the bonus terms that applied when you accepted the offer, particularly the wagering requirements and any limits?
• Please forward the casino’s email about removing your winnings, along with your correspondence about the withdrawal cancellations, in its original .eml or .msg format if possible.
• Does your original CAD 500 deposit remain in your account?

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

Best regards

Veronika

Hi Veronika. Yes they gave me back the $500 which I have withdrawn. Please see attatched images. I will send you the emails shortly. Please let me know if there is any other info I can get. Thanks

I have sent you all the relevant emails Ive had with them. I apologize I had to send them one by one I dont know how to put them all into one email. They did not give me any reasoning for cancelling all my withdraw attempts other than when they suddenly added 5x wagering. Again, thank you and let me know if there is anything else I can add.

Dear BennyBlanco604

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, Michal (michal.k@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,

Veronika

Thank you very much Veronika.

Hello BennyBlanco604,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite WinSpin Casino to join the conversation.

Dear WinSpin Casino,

I would kindly like to clarify the grounds for confiscating the player’s winnings.

The supplied withdrawal history shows requests on 17 and 25 August, whereas your email of 21 September cites the requirement to successfully withdraw bonus winnings within 30 days. Please explain why each request was cancelled and why this deadline was applied despite the earlier withdrawal attempts.

Please also provide the applicable bonus terms and bonus record, including its issue date and wagering status, together with the balance adjustment showing the amount removed. If a separate gameplay breach contributed to your decision, please identify the specific conduct and provide supporting evidence.

You may send confidential account records directly to me at michal.k@casino.guru for independent review.

Thank you in advance.

Hi there,

Please note player did not provide required documents for KYC that is why his withdrawal attempts were denied.

Unfortunetely until today still no documents were provided. Meantime system automatically removed winnings generated with the help of first deposit bonus after 30 days of bonus issued.

Thank you for understanding,

Wincasino Team

I was never asked to provide KYC documents. And if this is the case, why was I allowed to instantly withdraw my $500 deposit after you guys had removed the money I had earned? I was not ONCE asked to provide KYC documents as I would have done that right away, it is standard procedure.

In all my online casino dealings, when I request a withdraw, they will either send me my money, or send me an email saying I need to be verified, either in their software, or through an emailed link with a third party software so I can start the verification process. I was sent none of that. I was told nothing. Left completely in the dark until the 30 day window came about.

Hi there,

We kindly ask player to check all email folders as email should be sent automatically by the system requesting KYC.

Winspin Team

No there is none at all. These are all my emails with you guys.

HI there,

We have sent email to player. After players confirmation complaint can be closed as resolved.

Thank you for understanding,

Winspin Casino

Dear WinSpin Casino,

Thank you for your response. I am pleased to see that you are working directly with the player towards a solution.

Dear BennyBlanco604,

Please keep me updated — let me know once the matter is resolved, or if there's anything I can help with in the meantime.

Hey Michal.

The issue has been resolved and they refunded me my money, which I have successfully withdraw. Thank you so much for your help. Also thankyou to Winspin.ai for being fair and refunding me.

Dear BennyBlanco604,

Thank you for the confirmation. I am glad that our involvement played a role in resolving the situation. I'll go ahead and mark the complaint as 'resolved' in our system.

I would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru