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I am submitting a complaint regarding SpinAura Casino for a disputed amount of approximately €6000.

On March 3, 2026, I deposited €20 and received a promotion including 100 free spins as well as a deposit bonus (Double Reload) with a €700 wagering requirement.

I first used the free spins and won around €14.50. At the same time, I also had the deposit bonus active. I could clearly see both bonuses progressing simultaneously in my account interface, which indicates that both bonuses were active at the same time.

I then continued playing in order to complete the wagering requirement linked to the deposit bonus. During this time, I could follow the wagering progress directly in my account. Eventually, the system clearly displayed that I had completed the full wagering requirement (700/700).

Once this requirement was completed, my balance was automatically converted into real money. At that moment, the withdrawal option became available in my account, which normally indicates that all bonus conditions have been successfully met and validated by the system.

After this conversion, I continued playing with what was clearly displayed as real money (not bonus funds anymore). During this session, I won approximately €4000 with €1 bets. I then continued playing and placed higher bets of €45, which resulted in an additional win of approximately €2000. My total balance reached around €6000.

I then submitted a withdrawal request, which was accepted and registered in the system without any warning or restriction.

However, after this, the casino refused to pay my winnings and provided inconsistent and contradictory explanations:

- first stating that only €62.40 out of €700 wagering had been completed, which contradicts the 700/700 progress shown in my account

- later changing the explanation to a "maximum win rule", without providing any clear details, calculations, or reference to the exact terms applied

These explanations are inconsistent with each other and do not match what was displayed in my account or my actual gameplay.

Additionally, several serious issues must be highlighted:

- I requested my game history in order to verify the situation, but the casino only provided data from November to January, completely excluding my session from March 3, 2026, when the winnings occurred 

- this missing data makes it impossible to verify both my gameplay and the casino’s decision 

- despite multiple requests via email and chat, the casino refuses to provide the missing game logs for the relevant date 

- I have clear evidence that two bonuses were active at the same time, despite the casino claiming this is technically impossible 

- if this was not allowed, the system should have prevented it instead of allowing gameplay to continue 

- my account has now been disabled without any explanation, preventing me from accessing my account, my balance history, and my game activity 

- despite this, the casino continues to request documents from me and even claims that my email address is not linked to my account, which is contradictory 

Furthermore, the casino’s explanations have changed multiple times over the course of my communications with them. Initially, they stated that wagering requirements were not completed, then they switched to a maximum win rule, and they have never provided a clear, detailed, or consistent justification.

The following facts are particularly important:

- my balance was converted into real money after completing the wagering 

- the withdrawal option became available in my account 

- the withdrawal request was accepted by the system 

These elements clearly indicate that the system validated my eligibility for withdrawal at that time.

In addition, I have made multiple attempts to resolve this issue directly with the casino:

- I contacted customer support many times via chat and email 

- I requested a detailed breakdown of the wagering calculation 

- I requested full game logs for the relevant session 

- I requested clarification regarding the applied bonus rules 

However, I have never received a clear or complete response.

This situation raises serious concerns regarding transparency, data integrity, and fairness. The lack of access to my full game history, combined with contradictory explanations and account restriction, makes it impossible for me to verify or understand the decision made by the casino.

My complaint is therefore not only about the refusal to pay my winnings, but also about:

- missing and incomplete data 

- lack of transparency 

- inconsistent explanations 

- and the inability to access my own account information 

I kindly request a full and independent review of this case, access to my complete game history including March 3, 2026, and a clear, detailed, and consistent explanation regarding the decision taken on my winnings.

Thank you for your time and consideration.

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Dear Neuschwander,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the bonus policy, and this is what I found:

"The maximum withdrawal limit from no deposit free spins is 50 EUR/USD/CHF, 500 NOK, 75 CAD/NZD/AUD. The maximum withdrawal from a no deposit bonus is limited to x10 the bonus amount unless otherwise stated in the bonus offer. An exception can be made for loyal players, and in case of winning, the maximum win amount can be increased. To request a withdrawal, you must fully verify your account and make a minimum deposit. The maximum win is limited to 10x the bonus amount, unless otherwise stated in the bonus offer. It means that the maximum win of a deposit bonus is calculated as the bonus money the player receives multiplied by a maximum win coefficient (x10 by default). The maximum winnings from deposit Free Spins cannot exceed x10 of the bonus amount received as a result of the Free Spins play.

The maximum you will ever be able to withdraw from play with funds associated with a no-deposit free bet is equal to the amount of winnings received after using the free bet."

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Best regards

Petra

Thank you for your response and for reviewing the bonus terms.

I understand that maximum win limits can apply to bonus winnings. However, my complaint is not solely about the existence of a max win rule, but about inconsistencies and lack of transparency in how my case was handled.

There are several critical issues:

Contradictory explanations

The casino first stated that wagering requirements were not completed (62.40€/700€), and later changed the explanation to a maximum win rule. These are two completely different reasons.

Completed wagering and real balance

According to my account, the wagering for the free spins bonus was completed (100%), and my balance was converted into real money.

The withdrawal option was available and accepted in the system.

This should not be possible if restrictions such as max win or incomplete wagering were still active.

Gameplay after conversion

After the balance was shown as real money, I continued playing and won approximately €6000.

These winnings were made after the bonus conditions appeared completed.

Missing game history

The casino provided my game history from November to January, but completely omitted my session from March 3, 2026, which is when the winnings occurred.

This makes it impossible to verify the wagering calculation or the application of any max win rule.

Account disabled

My account has been disabled without explanation, preventing me from accessing my data while the dispute is ongoing.

Because of these issues, this case is not simply about bonus limits, but about:

lack of transparency

inconsistent reasoning

incomplete data preventing verification

I am fully cooperating and willing to provide all available evidence.

I would like to add an important clarification.

The casino claims that it is not possible to have two bonuses active at the same time. However, in my case, I clearly had two bonuses active simultaneously.

I completed the wagering requirements for both bonuses.

In the data provided by the casino, both bonuses from March are clearly visible, which confirms that they were active at the same time.

However, while they provided proof of the bonuses, they did not provide the

I would like to add an additional important point.

The casino is displaying logos of organizations such as GamCare on its website.

However, I have been directly contacted by GamCare, and they confirmed that this use is not authorized and that they will send a "cease and desist" letter to the operator.

This raises serious concerns about the transparency and legitimacy of the casino, as it appears to be using official logos without permission, which may mislead players.

Dear Neuschwander,

Thank you for your reply and for providing the previous details.

• Could you please provide a link or screenshots of the bonuses granted?
• Additionally, could you clarify when your account was blocked?
• Thank you for the comprehensive evidence you have already provided. If you have any additional communication with the casino, please share it with me as well. This may include screenshots, emails, or chat records. You can send all relevant documents to petra.h@casino.guru or post your screenshots directly in this thread.

Thank you again for your cooperation.

I have sent all the requested documents and the complete evidence dossier by email.

Please let me know if you need anything further.

Thank you for your assistance.

Kind regards,

Neuschwande

Dear Neuschwander

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear Neuschwander,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

I will now contact Spinaura Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

Dear Martina,

Thank you very much for your help and for taking over my case.

Unfortunately, the casino is no longer responding to my emails.

I appreciate your assistance and I will wait for your update.

Kind regards, 

PN

Hello,

Thank you for bringing this matter to our attention and for your time in reviewing this case.

Dear Martina, we have sent our explanation regarding the situation via email, including all relevant details from our side. We kindly ask you to review the information provided, and please let us know if any additional clarification or supporting details are required.

We remain fully available to assist further and will be happy to provide any additional input if needed.

Dear Neuschwander,

We have carefully reviewed and discussed this case internally, and after thorough consideration, we regret to inform you that we are unable to assist you further in this matter. This decision is primarily based on the fact that the casino has acted in accordance with its Terms and Conditions.

Please rest assured that, as an independent party, we have assessed all available information and evidence with great care. Our conclusions are based solely on verified facts, without any external influence or assumptions.

We fully understand that you may not agree with our conclusion. Should you wish to pursue the matter further, you are of course free to contact the relevant licensing authority.

We are sorry that we could not provide a more favorable outcome in this case.