Goldspin Casino - Pelaajan voitot on takavarikoitu.

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Goldspin Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you communicated your will to cancel the bonus with the casino support?
• Have you been warned prior to canceling your bonus that you may loose your winnings? By casino support or some pop up window.
• Has this bonus been automatically applied to your account, or did you request it?

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

Best regards,

Katarina

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Hello Catalina,

Thank you for your response and for taking the time to review my case.

I answer your questions:

Have you communicated your intention to cancel the bonus to casino support?

No. I canceled the voucher manually from my profile. I didn't contact support because the system allowed me to do so directly, without specific warnings about additional consequences.

Have you been warned before canceling your bonus that you could lose your winnings?

No. When you cancel the bonus, you will see a standard pop-up window (like many other casinos) that simply states that you will lose the bonus if you proceed with the cancellation and withdrawal.

At no point is it mentioned that any profits generated from the cash balance will also be lost, which is what actually happened.

Was this bonus automatically applied to your account or did you request it?

It was an automatic bonus, applied directly after the deposit.

Furthermore, I want to clarify that:

I played solely with my cash balance, as the target profit bonus works like this: first you play with your cash balance and only if you lose it do you access the bonus balance.

Since I earned money without touching the bonus, I decided to cancel the bonus before requesting a withdrawal.

I made a withdrawal of €333, but the casino only refunded me €191, confiscating the remaining €142 without any coherent justification.

I'm available to send screenshots, transactions, or any additional information you may need.

Thank you for your help in this case.

All the best,

YO*********

Hola Catalina,

Gracias por tu respuesta y por tomarte el tiempo de revisar mi caso.

Respondo a tus preguntas:

¿Has comunicado tu voluntad de cancelar el bono con el soporte del casino?

No. Cancelé el bono manualmente desde mi perfil. No contacté con soporte porque el sistema permitía hacerlo directamente, sin advertencias específicas sobre consecuencias adicionales.

¿Te han advertido antes de cancelar tu bono que podrías perder tus ganancias?

No. Al cancelar el bono, aparece una ventana emergente estándar (como en muchos otros casinos) que simplemente indica que perderás el bono si continúas con la cancelación y el retiro.

En ningún momento se menciona que también se perderán las ganancias generadas con el saldo de efectivo, que es lo que realmente ocurrió.

¿Este bono se ha aplicado automáticamente a tu cuenta o lo solicitaste?

Fue un bono automático, aplicado directamente tras el depósito.

Además, quiero aclarar que:

Jugué únicamente con mi saldo de efectivo, ya que el bono tipo target profit funciona así: primero juegas con tu cash balance y solo si lo pierdes accedes al saldo de bono.

Como gané dinero sin tocar el bono, decidí cancelar el bono antes de solicitar el retiro.

Hice un retiro de 333 €, pero el casino solo me devolvió 191 €, confiscando los 142 € restantes sin una justificación coherente.

Estoy disponible para enviar capturas, transacciones o cualquier otro dato adicional que necesitéis.

Gracias por vuestra ayuda en este caso.

Un saludo,

I*********

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Sent Thank you

Enviado Gracias

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello uuuooohhh,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hello,

Thank you for the opportunity to clarify this matter further.

After carefully reviewing the customer’s gaming activity, we confirmed that the active bonus was canceled by the customer.

As stated in our Terms and Conditions (Section 23.6), customers have the right to cancel any bonuses before starting the wagering, without losing their own deposited funds. However, if a bonus is canceled after playing with bonus funds but before completing the wagering requirements, any winnings accumulated during the bonus period are removed, as outlined in the same section.

In this case, the customer made a deposit specifically to claim a promotional offer. Therefore, both the deposit and the bonus balance fall under the Terms and Conditions of the promotion. Once wagering has begun, canceling the bonus before fully completing the wagering requirements of the promotion results in the voiding of both the bonus funds and any winnings generated from the promotion.

As a gesture of goodwill, we returned the customer’s deposit.

We trust this demonstrates our commitment to providing a reliable and transparent environment for all our customers.

Best Regards,

GoldSpin Team

Hello,

I want to clarify GoldSpin's explanation:

It's true that I canceled the bonus manually from my profile, but I did so because I had played solely with my cash balance and had generated profits without using the bonus funds.

When canceling the bonus, a standard pop-up appeared stating that the bonus would be forfeited. At no point did it warn that any winnings earned from the cash balance would also be forfeited.

According to the mechanics of the target profit bonus, real money is used first. My profits came from that real money, and therefore were clean profits.

The result was that out of a €333 withdrawal, the casino only returned €191 to me, confiscating €142 that was generated entirely from my cash balance, not the bonus.

I consider this to be an arbitrary and abusive application of the terms. If the casino wishes to confiscate winnings if a bonus is canceled, it should explicitly state this in the pop-up and in its Terms and Conditions, clearly differentiating between cash balance and bonus balance, which was not the case here.

I request the return of the €142 that was unduly confiscated.

Sincerely,

Isaac

Hola,

Quiero matizar la explicación de GoldSpin:

Es cierto que yo cancelé el bono manualmente desde mi perfil, pero lo hice porque había jugado únicamente con mi saldo cash y había generado ganancias sin usar los fondos de bono.

Al cancelar el bono apareció un pop-up estándar que indicaba que "se perdería el bono". En ningún momento advertía que también se perderían las ganancias obtenidas con el saldo de efectivo.

Según la propia mecánica del bono target profit, el dinero real se usa primero. Mis ganancias provenían de ese dinero real, y por tanto eran ganancias limpias.

El resultado fue que de un retiro de 333 €, el casino solo me devolvió 191 €, confiscando 142 € que fueron generados íntegramente con mi saldo de efectivo, no con el bono.

Considero que esto es una aplicación arbitraria y abusiva de los términos. Si el casino desea confiscar ganancias en caso de cancelar un bono, debe advertirlo de forma explícita en el pop-up y en sus T&C, diferenciando claramente entre saldo cash y saldo de bono, lo cual no ocurrió aquí.

Solicito que se me devuelvan los 142 € confiscados indebidamente.

Atentamente,

Isaac

Hello uuuooohhh and GoldSpin Casino Team,

Each casino may structure its bonuses as it wishes. In this case, when we look strictly at the terms and conditions, it clearly states: "any winnings accumulated during the bonus period are removed."

However, the majority of players do not read the terms, and forcing them to do so creates a very poor user experience.

My suggestions for the casino:

• Update the pop-up message to clearly inform players that they will lose all accumulated winnings. Ideally, display the exact amount they are about to lose.
• Reinstate the bonus in the same state uuuooohhh was in before (if uuuooohhh agrees and if it is technically possible).

Dear uuuooohhh,

The mechanics of this bonus do not allow you to pause wagering and withdraw your real balance or winnings generated from gameplay. From the moment you accept the bonus, both the bonus funds and your real money balance become locked. Although the balances appear separate, it is not possible to cancel only the bonus and cash out the real money.

I am aware that some casinos allow this, but bonus mechanics are fully under the control of each operator, and it is their decision which system to use. If the casino were to simply pay out your real balance winnings in this case, other players might view it as a loophole and demand the same treatment, leading to larger issues.

Hello,

Thank you for your mediation. I'd like to point out two key aspects that haven't been taken into account:

• Interpretation of the T&Cs

GoldSpin's terms state that "all winnings accrued during the bonus period will be forfeited." This should refer to winnings associated with the bonus, not those generated with cash balances.

Most casinos that accept "target profit" allow you to separate your cash balance from your bonus: if you lose the cash, you access the bonus; if you win with the cash, you can withdraw it after canceling the bonus.

On the other hand, casinos that don't accept target profits combine cash and bonuses into a single balance from the start. GoldSpin mixes the two mechanics in a confusing way: they show separate balances, but then apply the rule differently and without warning.

• Transparency and user experience

I did read the full terms precisely to avoid this situation, but they are poorly worded and open to ambiguous interpretation. The pop-up upon canceling the bonus only warned of the loss of the bonus, not the actual balance or any winnings generated from it.

If the operator doesn't want to allow target profits, they should make this explicitly clear in the pop-up notice and in the terms: "You will also lose your cash balance and any linked profits."

• Fair solution

I agree with Casino Guru's suggestion: the fairest thing to do would be to restore the bonus to the same state it was in before cancellation so I could continue playing under the agreed-upon conditions. This would prevent an arbitrary cancellation from leaving me with no options or transparency.

For all the above reasons, I continue to believe that the current ruling is unfair and should be corrected in my case.

Sincerely,

Isaac

Hola,

Gracias por la mediación. Quiero puntualizar dos aspectos fundamentales que no se han tenido en cuenta:

• Interpretación de los T&C

En los términos de GoldSpin se establece que "se eliminarán todas las ganancias acumuladas durante el periodo del bono". Eso debería referirse a las ganancias asociadas al bono, no a las generadas con saldo en efectivo.

La mayoría de casinos que aceptan "target profit" permiten separar el cash balance del bono: si pierdes el cash, accedes al bono; si ganas con el cash, puedes retirarlo tras cancelar el bono.

En cambio, los casinos que no aceptan target profits juntan el cash y el bono en un único saldo desde el inicio. GoldSpin mezcla ambas mecánicas de forma confusa: muestran los saldos separados, pero luego aplican la regla de forma distinta y sin advertencia.

• Transparencia y experiencia del usuario

Yo sí leí los términos completos precisamente para evitar esta situación, pero están mal formulados y se prestan a una interpretación ambigua. El pop-up al cancelar el bono solo advertía de la pérdida del bono, no del saldo real ni de las ganancias generadas con él.

Si el operador no quiere permitir target profits, debería dejarlo explícitamente claro en el aviso emergente y en los términos: "perderás también tu saldo en efectivo y cualquier ganancia vinculada".

• Solución justa

Estoy de acuerdo con la sugerencia de Casino Guru: lo más justo sería restablecer el bono en el mismo estado en el que se encontraba antes de la cancelación para poder seguir jugando bajo las condiciones acordadas. Eso evitaría que la cancelación arbitraria me dejara sin ninguna opción ni transparencia.

Por todo lo anterior, sigo considerando que la resolución actual no es justa y que se debería corregir en mi caso.

Atentamente,

Isaac

Dear GoldSpin Casino Team,

Would it be possible to reinstall bonus to the state before the cancellation?  Are you open to a compromise on this matter?

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear uuuooohhh,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej