SpinCity Casino - Pelaajan varat on takavarikoitu.

I am submitting a complaint regarding a balance adjustment of 6,949.30 NZD applied to my account at SpinCity.

After making a 50 NZD deposit, I activated a 200% bonus and completed the wagering requirements (over 5,000 NZD). Following this, my account displayed approximately 551 NZD in cash balance, and I was able to continue playing using these funds over multiple sessions.

During this time, the balance was clearly presented as "cash balance", and no restrictions were indicated. I was able to freely place bets and continue gameplay without limitation.

Later, when I attempted to withdraw, the casino applied a manual balance correction of 6,949.30 NZD, reducing my balance back to approximately 551 NZD.

The explanation provided by the casino has been inconsistent:

Initially, I was told the deduction was related to a 20 NZD no-deposit bonus

Later, I was told it was related to the 50 NZD deposit bonus

Most recently, they reverted back to the 20 NZD bonus explanation

These are separate bonuses with different terms, yet both have been used at different times to justify the same deduction.

Additionally:

A bonus correction had already been applied earlier, leaving the 551 NZD balance

These funds were displayed as cash balance

I was allowed to continue playing with them

The restriction was only applied later at withdrawal stage

The casino has also stated that their system does not restrict gameplay after bonus correction, which allowed continued wagering under these conditions.

I have requested a detailed breakdown of how the amount of 6,949.30 NZD was calculated, however the casino has refused to provide this information, stating they cannot disclose internal investigation details.

I believe the terms have been applied inconsistently and retrospectively, and that funds presented as withdrawable cash were later reclassified and removed.

I am requesting assistance in obtaining a clear explanation and fair resolution.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with SpinCity Casino. Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that your winnings were already reduced to 551 NZD prior to being capped again when you requested a withdrawal?
• Could you please confirm whether the winnings originated from the 50 NZD deposit bonus or the 20 NZD no-deposit bonus?
• Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila