The player from Brazil had R$9,000 confiscated by Spinado Casino for allegedly breaching bonus betting rules, despite not using the bonus balance and adhering to the betting limits. The casino's terms and support responses were contradictory and unclear. Despite multiple attempts to resolve the issue, the casino remained unresponsive and failed to substantiate its claims. Consequently, we closed the complaint as ‘unresolved’.
Spinado Casino - Player’s winnings were confiscated.
Black points: 725
Amount: 9,000 R$
Spinado Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
1 month ago
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3 months ago
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Hello!
My balance was confiscated by SPINADO Casino, claiming that I had won by circumventing the bonus betting rules.
I made a deposit and received a bonus amount. According to the terms, the real balance is used before the bonus balance. After a few hours of playing, I accumulated an amount of R$10,000.00. I then contacted the Casino support to see if it would be possible to cancel the bonus and withdraw since I hadn’t used it. In the chat, they confirmed that I could cancel and withdraw the amounts, informing me that only the bonus balance would be lost. And that’s exactly what happened. I canceled the bonus, and the bonus amount was deducted from my account. After requesting a withdrawal of R$3,000.00, which was the maximum allowed, the request was pending for about an hour until I received an email saying that my balance was confiscated for betting above R$9.00 with the bonus.
No winnings were obtained from bets over R$9.00, none at all! Bets over R$9 are blocked in this casino, generating a pop-up warning and preventing the spins, which is exactly what happened when I ACCIDENTALLY increased the bet to R$10 on GATES OF OLYMPUS, where I had the first win with a R$6 bet. Yes, it was JUST ONE SPIN and it was blocked. I just reviewed all my bets from yesterday. I asked the Casino why they didn’t confiscate this first win, and the response was: "Hi, Marianne!
The rule only mentions bets over 9 reais, a win from a 7.50 bet does not constitute a breach."
The terms of this Casino are unclear and the support is contradictory. One representative approved my withdrawal, another said I violated the rules, then said it wasn’t confiscated because the win wasn’t from a bet over R$9. Another said it’s regardless of having winnings or not. It’s ABUSIVE AND CONTRADICTORY in many aspects.
I didn’t even use the bonus balance. I have screenshots of all the winnings and even the chat conversation where it confirms that the bonus was not used and the cancellation was allowed.
The rules of this Casino are ABUSIVE and CONTRADICTORY, to my surprise I found this out during the chat while trying to resolve the value that was WRONGFULLY confiscated.
The exact words from the agent in the chat were:
"You are not allowed to bet more or less than double the last bet when there is an active bonus. For example, if you are betting 9 reais you are not allowed to bet less than half of that in the next round
you need to lower it gradually
Marianne" I am shocked by this.
NO WINNINGS WERE OBTAINED BY BREAKING THE RULES!
R$9.000,00 was confiscated from my balance after requesting the withdrawal. I played for hours, and only the deposit amount appears in my account.
I request help from Casino Guru to resolve this.
The casino SPINADO is not listed on this page.
I attach some of the chat and email conversations, confirming the pop-up warning limiting bets above R$9. Once limited, it’s not possible to bet even if I wanted to, which once again invalidates the legitimacy of confiscating my winnings.
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3 months ago
Dear Mariannesantos,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please send me the link or the screenshot of the bonus you took?
Do I understand correctly that the casino at first stated that you breached the maximum bet rule, but later denied this? Could you please send me the conversation with the customer support explaining the rule you allegedly broke that lead to the confiscation of your winnings?
Could you kindly confirm if you passed the full KYC verification?
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
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3 months ago
Translation
Hello!
Attached is the bonus screenshot.
I started playing "Gates of Olympus" where I got my first win on a bet of R$6 after depositing R$200 + 200% bonus. In this same game, when adjusting the bet, due to my carelessness, I changed the R$10 bet and immediately a pop-up appeared on the screen warning me that there was no balance for that bet. At the same time I adjusted to a lower bet and continued playing normally for approximately two hours.
After reaching the total bankroll amount of R$10,000, I activated the chat to check if it would be possible to cancel the bonus and withdraw, as I had not used the bonus balance that was activated until then. Support confirmed that I could cancel and withdraw due to not using the bonus balance, so I did.
however, the Casino confiscated ALL my winnings because of that single spin and without any winnings on the R$10 bet. However, email support itself informed that winnings obtained on bets lower than R$9 do not break the rule. So I don't understand why they confiscated it if none were obtained with bets above the allowed amount, even bets are blocked above R$9. In the initial complaint I attached the email where Casino said this.
Yes, KYC verification is complete. I have the impression that the casino uses this to avoid paying out winnings when they are too high, as they even said in the chat that we cannot lower the bet by half the last play, for example, as shown in the attachment. None of this was clear before. So for me, these are abusive rules that are implied so that they don't pay the profits they make are high. As was my case.
Thank you in advance for all your efforts and
help me, I am really upset and disappointed with this Casino.
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3 months ago
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This email received from the casino says that they confiscated all winnings received legitimately for placing the R$10 bet and that it is in accordance with the Casino's rules. However, the terms are not clear which winnings will be confiscated if any rules are broken.
when reading the terms after having the winnings confiscated it says "there may be confiscation of winnings" and the rules that can lead to this. Not in a clear and objective way in my opinion, everything seems to be between the lines for the Casino to use in the way it suits it.
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2 months ago
Could you please send me your entire gaming history in Excel format from the day you activated the bonus, breached the maximum bet, and subsequently canceled the bonus? You may request it directly from the casino and then please forward it to me. My email address is veronika.l@casino.guru. Thank you.
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2 months ago
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Hello!
I requested this report from the casino, I'm waiting for a response.
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2 months ago
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This was the third time I detailed what I needed and Casino's response was the same. They told me to check on the platform.
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2 months ago
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Once again the casino refused to send me the betting report that was requested.
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2 months ago
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I would like to note that the casino has changed the terms, including a rule that you cannot play slots with RTP above 97% using the active bonus. Among other changes.
which reiterates abuse of limitations as there is no VISIBLE RTP percentage in each game. Soon it will be another rule that benefits the casino to confiscate winnings. This rule was included after the confiscation of my winnings, but I am exposing it here as further proof of the "trickery" of the terms.
I attached images of the games, where the RTP of the game is not visible.
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2 months ago
Thank you very much, Mariannesantos, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 months ago
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Hello!
Follow the email I just received from the casino, irreducible in relation to confiscation.
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2 months ago
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Below is my response to the casino regarding the email received.
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2 months ago
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new casino response
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2 months ago
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As I sent here, it is for the casino itself, bets above R$9 are blocked, so there is no way to bet so they should not be considered.
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2 months ago
Hello, Mariannesantos,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. However, if you did not download the Terms and Conditions you accepted upon registration (available via the "Download" button at the end of the casino's rules), I do not think it is relevant information, or that you could prove they changed their rules.
Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Spinado Casino team,
Could you please explain the player's situation in more detail? Why have all her winnings been confiscated?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
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2 months ago
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Hello!
the terms were not downloaded, however, I took a screenshot video of the terms after the confiscated winnings and also, some screenshots.
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2 months ago
Feel free to send everything relevant to my email stated above, Mariannesantos, and clarify changes between the Terms and Conditions you accepted or that were available on the casino website right after winnings confiscation and their current Terms and Conditions.
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2 months ago
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.
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1 month ago
Dear Mariannesantos,
Thank you for your email.
Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
There is one more option on how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Curaçao eGaming) and submit a complaint directly to the regulator. You can find more about their complaint process HERE, and general information about complaint processes HERE.
In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
