Spinline Casino - Player's winnings have been confiscated due to withdrawal request.

When playing in tournaments at spinline casino the moment the tournament completes the players winnings are placed in there account, but today when I finished 14th place($60 prize) no money was put in my account, after several hours of not receiving my winnings and unable to enter the tournament that followed, I emailed spinline asking what the issue was, and I will attach the emails to this message.

but basically because I had an active withdrawal request at the time of placing 14th in the tournament, my winnings were forfeited. And I am unable to take part in another tournament until the withdrawal request is complete.

There is nothing in the T&Cs stating that they will do this. The winnings from a tournament are winnings, they are not a bonus.

It's worth noting that the request for withdrawal was sent before the tournament began. The withdrawal request was sent on 2025-01-07 at 20:09:43.000, and the tournament started at 2025-01-08 at 00:00.01 and finished 24 hours later.

Dear johnanthonypack,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Could you clarify which bonus you didn't use? Was it a deposit bonus?

Did you request a withdrawal of a deposit meant for the tournament?

Could you please confirm that you have passed the KYC verification?

Do you have any additional communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

ello, the casino did respond back to me today, they tried telling me that I had already received the winnings from the tournament and proceeded to lose them while playing. However the winnings that they are saying they paid me out and I lost, was from the day before. So I emailed them back explaining that yes they did pay me out for my winnings on  2025-01-08 00:00, and that the winnings that I have not been paid out for the winnings that I should have received on  2025-01-09.

As to which bonus I didn't use, I didn't use any bonus, I think the casino considers the winnings from a tournament as a bonus.

Note* This isn't the first time they have done this to me, I just joined the casino a couple weeks ago, and they did the same thing but at the time I was upset and contacted customer service, but they were no help, so eventually I had a couple decent wins and just forgot about and moved on.

To answer your question, yes I have completely passed the KYC verification and have now made 3 successful withdrawals. Although for the most recent withdrawal that I recieved just now, they wanted more information from me, a picture of my bank card, and a screenshot of the transaction from my bank account.

There were issues with the first withdrawal because I deposited using interac, but they didnt have the same interac payment method I deposited with, when I wanted to withdrawal. And the only other Interac withdrawal method they had, required a $155 minimum withdrawal limit. They claimed that a withdrawal using interac was a bank transfer.