Spinanga Casino - Igračeva sredstva su konfiskovana.

Good evening, dear Guru team,

I have a problem with Spinanga Casino.

I claimed a 100% bonus and deposited €50. This allowed me to play with €100. After a while, I played my way up to over €300. Suddenly, all my money was gone.

I then contacted support and explained what had happened. However, I was told that I wouldn't get my money back. The only explanation given was that this was the administrator's decision. When I asked why and for what reason this decision was made, I received no concrete answer—only that it was the administrator's decision.

I did not violate the bonus terms and conditions.

Guten Abend, liebes Guru-Team,

ich habe ein Problem mit dem Spinanga Casino.

Ich habe einen 100%-Bonus in Anspruch genommen und 50 Euro eingezahlt. Somit konnte ich mit 100 Euro spielen. Nach einiger Zeit habe ich mich auf über 300 Euro hochgespielt. Plötzlich war mein gesamtes Geld gelöscht.

Daraufhin habe ich den Support kontaktiert und erklärt, was passiert ist. Mir wurde jedoch mitgeteilt, dass ich mein Geld nicht zurückbekomme. Als Begründung hieß es lediglich, dass dies die Entscheidung des Administrators sei. Auf meine Nachfrage, warum und aus welchem Grund diese Entscheidung getroffen wurde, erhielt ich keine konkrete Antwort – nur, dass es so vom Administrator entschieden wurde.

Ich habe die Bonusbedingungen nicht verletzt.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinanga Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account blocked, or is it accessible to you?
• Has the casino returned your deposit, or was it confiscated?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Blumenkind82,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

My account was not blocked and I did not receive my deposit.

Mein Account wurde nicht gesperrt und meine Einzahlung habe ich auch nicht erhalten.

Thanks for the explanation and for providing the information.

• After the balance disappeared, was your deposit returned to your player's balance, or was your deposit refunded to your bank account?
• Have you made any previous deposits in the casino, or have you deposited after the incident at the casino?

I didn't get anything back and it was my first deposit.

Ich habe nichts zurück bekomme und es war meine erste Einzahlung.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

Dear Blumenkind82,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinanga Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s balance have been deleted?

Thank you in advance for providing the information.

Dear Blumenkind82,

Thank you for bringing this to our attention.

Could you please clarify the date of the aforementioned deposit and bonus and the type of bonus (e.g welcome bonus, CRM offer etc)?

You can find this information from your account (Transaction History, Gaming History).

Thank you for your cooperation.

Kind Regards,

Spinanaga team

Hello Spinanaga team,

On March 3, 2025, I deposited 40 euros and played with a bonus. I activated the bonus at 5:16 p.m. I was told I had 24 hours to use it after activation. After about four hours, I had more than 300 euros in my account. All the money was deleted, and I was simply told it was the administrator team's decision. It's unacceptable that I activate a bonus and everything is deleted after four hours. I request my 300 euros.

Hallo Spinanaga-Team,

am 03.03.2025 hatte ich 40 Euro eingezahlt mit einem Bonus gespielt, denn Bonus hatte ich um 17:16 Uhr Aktiviert mir wurde gesagt nach der Aktivierung habe ich 24 Stunden Zeit es umzusetzen, nach ca 4 Stunden hatte ich mehr als 300 Euro auf mein Account das gesamte Geld wurde gelöscht und mir wurde nur mitgeteilt es ist die Entscheidung vom Administrator Team. Es kann ja nicht sein das ich ein Bonus Aktiviere und nach 4 Stunden wird alles gelöscht. Ich bitte um meine 300 Euro.

Dear Blumenkind82,

Thank you for bringing this to our attention.

We would like to draw your attention to the following Terms & Conditions, which you accepted upon registration:

7.3: We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotion, as well as permanently or temporarily ban any customer or a group of customers from the promotion program of the Website at our sole and absolute discretion. In the event of any dispute regarding our promotions (including, without limitation, eligibility, use, abuse, fair play, calculation of winnings and wagering requirements) Company’s decision shall be final and non-negotiable.

We appreciate your understanding regarding this matter.

Dear Martina,

Kindly be informed that an email was sent including the relevant documents.

Kind regards,

Spinanaga Casino Team

So if someone is playing with a bonus and winning, can you just delete their balance for no reason? I haven't violated anything. And if I have violated anything, I ask them to send it to me. But simply deleting the money without a reason is a total rip-off.

Also wenn jemand mit Bonus Spielt und am gewinnen ist, könnt ihr das Guthaben einfach ohne Grund löschen ? Ich habe gegen nichts Verstößen. Und wenn ich gegen etwas verstoßen habe dann bitte ich sie es mir zu schicken. Aber einfach so das Geld zu löschen ohne einen Grund ist abzocke hoch 3.

Dear Blumenkind82, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Dear Martina,

Kindly be informed that we replied on your e-mail, providing the additional information requested.

Kind Regards,

Spinanga team

Good evening, I haven't violated anything. I haven't wagered more than €5, and I haven't used the risk ladder. I haven't played any locked games with the bonus, and it also says I can't play certain games with the bonus, and the games won't open either. To date, I haven't received any explanation from you as to why my money was deleted. Therefore, I find it simply unfair and a rip-off by the casino. I will post in every forum with evidence that Spinanga Casino deletes credit for no reason. I'm giving them another week to return my credit.

Guten Abend, ich habe gegen nichts Verstößen. Ich habe nicht höher als 5 Euro Einsatz gespielt, ich habe keine Risiko Leiter benutzt. Ich habe keine gesperrt Spiele gespielt mit dem Bonus und außerdem wird es angezeigt das ich bestimmte Spiele mit dem Bonus nicht spielen kann und die Spiele öffnen sich auch nicht. Bis heute habe ich keinen Grund von euch erhalten warum mein Geld gelöscht wurde. Und daher ist es für mich einfach nur unfair und abzocke vom Casino. Ich werde in jedem Forum posten mit Beweise das Spinanga Casino Guthaben löscht ohne Grund. Ich gebe ihn jetzt nochmal 1 Woche Zeit das sie mir mein Guthaben wieder geben.

Dear Martina,

Kindly be informed that we replied to your e-mail.

Thank you.

Kind Regards,

Spinanga Casino team

Dear Spinanga Team, I havent received anything after I have sent an email on Tuesday 16th Sept.

Can you please resend it?

Thank you so much

Hello Martina, I can only tell you that Spinanga Casino is a scam. Anyone who still deposits money on Spinanga has only themselves to blame. Funds are deleted for no reason when asked why; it's the administrator team's decision. 😂😂😂 Rip-off casino, scam casino. We're talking about 300 euros. And now imagine you win a few thousand euros. Scam, lying casino.

Hallo Martina, ich kann ihnen nur sagen das Spinanga Casino nur am lügen ist. Wer auf Spinanga noch Geld einzahlt ist selbst schuld. Es werden Gelder ohne Grund gelöscht auf Nachfrage warum ist die Entscheidung vom Administrator Team 😂😂😂 Abzocke Casino Scam Casino es geht hier um 300 Euro. Und jetzt euch mal vor ihr gewinnt paar Tausende Euros. Scam, Lügen Casino

Dear Spinanga Casino,

it has arrived, thank you! I replied. Can you please check it out?

Thank you very much

Dear Martina,

Kindly be informed that we replied to your e-mail.

Kind Regards,

Spinanga Casino team

Thank you. Replied to you

What's going to happen to my money now?

Was ist den jetzt bitte mit meinem Geld ?

Dear Blumenkind82, We are still discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Dear Martina,

Kindly be informed that we replied to your e-mail.

Kind Regards,

Spinanga Casino team

Thank you Spinanga Casino Team,

I responded.

Kind regards

Dear Blumenkind82,

We would kindly request to check the email received and provide us the required information.

Thank you in advance.

Kind Regards,

Spinanga Casino Team

Hello, I have now sent everything to you via email.

Thanks

Hallo, ich habe jetzt alles ihnen per Email zugeschickt.

danke

Dear Blumenkind82,

can you please give us an update? Have you received your payments?

Hello Martina, I haven't received any payment yet. I was asked to send my account details by email, which I did, but I haven't received any payment yet.

Hallo Martina, ich habe keine Zahlung bis jetzt erhalten. Ich sollte meine Konto Daten per- Mail senden das habe ich getan, aber noch keine Zahlung erhalten.

Dear Blumenkind82

thank you for letting me know.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Hello, I was just informed by an employee (Inoscue) in the casino chat that I won't receive any money. I asked in the chat what was happening with my money, and the employee said I wouldn't receive any money.

Hallo, mir wurde gerade im Casino Chat mitgeteilt vom Mitarbeiter (Inoscue) das ich kein Geld bekomme. Ich hatte im Chat gefragt was mit meinem Geld ist. Und der Mitarbeiter sagte ich bekomme kein Geld.

Dear Spinanga Casino Team,

can you please join the conversation and let us know what is going on?

Thank you in advance

I've never experienced such a bad casino. The chat employees should all be fired, too. This is about 300 euros, and I'm 100% in the right. This whole thing has been going on for over a month. Every player shouldn't deposit a cent more. Funds are simply deleted. On top of that, I've collected points that can be converted into cash, and that was blocked for me, too. I can only advise everyone to stay away from this casino.

So ein schlechtes Casino noch nie erlebt, auch die Chat Mitarbeiter sollte man alle kündigen. Es geht hier um 300 Euro wo ich zu 100% im Recht bin. Das ganze geht jetzt über 1 Monat. Jeder Spieler sollte bei den kein Cent mehr einzahlen. Gelder werde einfach gelöscht dazu kommt noch ich habe Punkte gesammelt die Punkte kann man in Geld umwandeln und auch das wurde bei mir gesperrt. Kann nur jedem raten Finger weg von diesem Casino.

Spinanga Casino Team, why am I not receiving my money? And why am I not receiving a response via email?

Spinanga Casino Team, warum bekomme ich mein Geld nicht ? Und warum bekomme ich per Email keine Antwort?

Hello, I've still had no response to my email and no money in my account. Please reply.

Hallo, bis heute keine Antwort auf Email und kein Geld auf mein konto. Ich bitte um eine Antwort.

Dear Blumenkind82,

I completely understand that the waiting can be frustrating!

I’ve reached out to the casino representative outside of this thread, so hopefully, we’ll receive a response soon. If I get any updates, I’ll let you know right away and please do keep me updated as well.

Dear Martina, the casino doesn't respond to anything.

Liebe Martina, das Casino antwortet auf nichts keine Reaktion.

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.

I knew it wouldn't do any good; this casino just keeps the players waiting.

Das wusste ich das es Nix bringt, dieses Casino hält die Spieler nur hin.

Dear Blumenkind82,

We are happy to inform you that your payment is in process.

Thank you for your cooperation and patience.

Kind Regards,

Spinanga Casino Team

Thank you Spinanga Casino for an update!

Dear Blumenkind82

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

I just received an email stating that I requested a €40 withdrawal. I want my €300, not the €40 deposit. I used the €40 deposit to get my balance up to €300, and now you're deleting my €300 and want to give me €40 back? No, that's not how it works. I insist on the €300.

Ich habe gerade eine Email bekommen, das ich 40 Euro Auszahlung beantragt habe. Ich möchte meine 300 Euro haben und nicht die Einzahlung von 40 Euro. Ich habe mich mit den 40 Euro Einzahlung auf 300 Euro hochgespielt und ihr löscht meine 300 Euro und wollt mir jetzt 40 Euro zurückgeben ??? Nein so läuft das nicht. Ich bestehe auf die 300 Euro.

Hello Martina, I received €40 from the casino. What's the point of this? It's about €300. I used my €40 deposit to play for €300, and then everything was deleted, and now I only get €40. What's the point of this? As soon as someone wins, the money is simply deleted. I would like the remaining €260, please. I'm not happy with this at all.

Hallo Martina, ich habe 40 Euro vom Casino erhalten was soll das bitte ? Es geht hier um 300 Euro. Ich habe mit meiner Einzahlungen von 40 Euro mich hochgespielt auf 300 Euro und dann wird alles gelöscht und jetzt bekomme ich nur die 40 Euro was soll das denn bitte ? Sobald jemand gewinnt wird einfach Geld gelöscht. Ich möchte bitte die restlichen 260 Euro haben. Ich bin überhaupt nicht damit zu Frieden.

Dear Blumenkind82,

I’m truly sorry that this situation has caused you frustration. I completely understand how disappointing it must feel. Please know that your concerns were taken seriously and reviewed with genuine care.

After carefully examining all the information available as an independent party, I must unfortunately confirm that the casino acted within its rights. The wagering requirements for the active bonus were not completed within the set timeframe, which means the bonus could not be granted under the current terms.

That said, in line with our fair gambling policy, we made sure your deposit was returned to you. I know this resolution may not feel fully satisfactory, and I sincerely wish there were more I could do to change the outcome.

If you’d like to take the matter further, you do have the option to contact the relevant licensing authority for an independent review.

Thank you for your patience and understanding.

I truly appreciate the respectful way you’ve approached this, even in a difficult situation.