Spinline Casino - Pelaajan voitot on rajoitettu virheellisesti, eikä kasino reagoi.

I received a no deposit bonus for 20 free spins on Lady Wolf Moon, with those spins I won approx $18.00, I then completed the wagering requirement, which i believe was 50x. Just before the last spin before I completed the wagering requirements, my balance was at approx $185.00 CAD, once the wagering was completed, the balance dropped to $100 CAD. According to the Terms & Conditions "The maximum winnings from no deposit free spins are 100 € or the equivalent in the player's currency." I should have received $160 CAD, I talked to customer service, who then escalated the issue to the appropriate department, who then contacted me and said that "Please note that for this particular bonus, the maximum release amount was set to 100 CAD in its configuration. This means that, regardless of the winnings achieved after completing the wagering, the amount released to your balance could not exceed this limit" There was no T&Cs along with the email I received for the free spins, nor could I find Terms & Conditions for just this bonus. I have asked the casino to provide me with a copy or a link to these T&Cs, but they have stopped replying and when talking to customer service via chat, they had no idea what was going on.

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 please confirm whether the currency in your account is set to Canadian dollars?
• Could you kindly send me a screenshot of the general Bonus Terms and Conditions you see, particularly points 2 and 6? I would like to verify if they match what we have. In point 2, I can see a maximum win limit from free spins mentioned as €100, but in point 6, there are maximum bet limits listed in multiple currencies with different values, including EUR and CAD.
• When was the last time the casino communicated with you regarding this issue?
• Have you also tried contacting the casino’s customer support via email?

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

Best regards,

Veronika

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Hello Veronika,

Yes, my account is in CAD.

I have contacted the casino’s customer service multiple times (both by email and live chat) requesting the specific terms and conditions for the free spins bonus I was given. On both occasions, they did not provide the terms. Instead, they told me:

"Note that your bonus had a maximum release amount that was set to 100 CAD in its configuration. Any winnings over the amount allowed by a bonus are to be automatically cancelled, as per Bonus Terms and Conditions point 20: The casino reserves the right to cancel all bonuses and winnings and to confiscate all funds from the account if they were obtained unfairly or in violation of the rules."

This explanation makes no sense in my situation. The funds in my account were obtained fairly, and there was no violation of the rules. They are effectively trying to use a vague "catch-all" clause (point 20) to override a specific, measurable rule in their published T&Cs — namely:

Point 2: "The maximum winnings from no deposit free spins are 100 € or the equivalent in the player’s currency."

Since my account is in CAD, "equivalent in the player’s currency" would mean approximately $160 CAD based on the EUR→CAD rate. I was never given different T&Cs for this bonus in the email or via a link, and to this day, the casino has not provided them despite repeated requests.

Point 25 of their T&Cs further states: "These are the general bonus terms and conditions of the casino and they apply to all promotions. However, each specific promotion has its own rules detailed on the respective promotion page. If the promotion page or the email you received includes additional rules, those rules will apply specifically to that promotion."

The email I received for this bonus contained no additional rules or links to such rules. Under point 25, this means the general T&Cs apply — and under those terms, my max cashout should have been ~$160 CAD, not $100 CAD.

Simply having their system "configured" for 100 CAD does not override the published rules. Without disclosure of different terms, they cannot enforce a lower, undisclosed limit.

The last communication from the casino regarding this matter was on August 8, 2025, when they gave me the above explanation but still did not send the specific T&Cs for the bonus.

I have attached screenshots of the general Bonus Terms and Conditions, including points 2 and 6, for your review.

I just received an email from spinline acknowledging there mistake, and they have now added the $60 to my account.

Hi Johnny,

I hope you are well. 

Thanks for your patience - you were right.

The limit in CAD should be about 160 CAD, so 60 CAD was removed by mistake.

I’ve asked the team to return it to your balance right away. You’ll see it soon.

Sorry for the mix-up, and thank you for pointing it out! 

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

Dear Johnnypyyc,

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,

Veronika