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I am submitting a complaint regarding a balance adjustment of 6,949.30 NZD applied to my account at SpinCity.

After making a 50 NZD deposit, I activated a 200% bonus and completed the wagering requirements (over 5,000 NZD). Following this, my account displayed approximately 551 NZD in cash balance, and I was able to continue playing using these funds over multiple sessions.

During this time, the balance was clearly presented as "cash balance", and no restrictions were indicated. I was able to freely place bets and continue gameplay without limitation.

Later, when I attempted to withdraw, the casino applied a manual balance correction of 6,949.30 NZD, reducing my balance back to approximately 551 NZD.

The explanation provided by the casino has been inconsistent:

Initially, I was told the deduction was related to a 20 NZD no-deposit bonus

Later, I was told it was related to the 50 NZD deposit bonus

Most recently, they reverted back to the 20 NZD bonus explanation

These are separate bonuses with different terms, yet both have been used at different times to justify the same deduction.

Additionally:

A bonus correction had already been applied earlier, leaving the 551 NZD balance

These funds were displayed as cash balance

I was allowed to continue playing with them

The restriction was only applied later at withdrawal stage

The casino has also stated that their system does not restrict gameplay after bonus correction, which allowed continued wagering under these conditions.

I have requested a detailed breakdown of how the amount of 6,949.30 NZD was calculated, however the casino has refused to provide this information, stating they cannot disclose internal investigation details.

I believe the terms have been applied inconsistently and retrospectively, and that funds presented as withdrawable cash were later reclassified and removed.

I am requesting assistance in obtaining a clear explanation and fair resolution.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with SpinCity Casino. Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that your winnings were already reduced to 551 NZD prior to being capped again when you requested a withdrawal?
• Could you please confirm whether the winnings originated from the 50 NZD deposit bonus or the 20 NZD no-deposit bonus?
• Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?

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,

Attila

Hello Attila,

Thank you for your response and for looking into my case.

Please see my answers below:

• Do I understand correctly that your winnings were already reduced to 551 NZD prior to being capped again when you requested a withdrawal?

Yes, that is correct. After completing the wagering requirements, my balance was reduced to approximately 551 NZD following an initial bonus correction. This amount was displayed as "cash balance," and I was then able to continue playing with these funds over multiple sessions. The further deduction of 6,949.30 NZD was only applied later at the withdrawal review stage.

• Could you please confirm whether the winnings originated from the 50 NZD deposit bonus or the 20 NZD no-deposit bonus?

This is one of the key issues in my case. The casino has provided conflicting explanations:

Initially, they stated the deduction was related to a 20 NZD no-deposit bonus

Later, they stated it was related to the 50 NZD deposit bonus (200% promotion)

Most recently, they reverted back to attributing it to the 20 NZD bonus

From my understanding of my gameplay, the winnings were generated after I made a 50 NZD deposit and completed the wagering requirements associated with that promotion. The earlier 20 NZD bonus had already been played through prior to this.

• Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?

No, I was not clearly informed of this in practice.

After the wagering requirements were completed and the balance was reduced to approximately 551 NZD, the funds were displayed as "cash balance," and I was allowed to continue playing freely without restriction. There was no indication that these funds were still subject to bonus limitations.

In addition, I received a marketing-style message from the casino stating that I had funds in my account and encouraging me to continue playing. This reinforced my understanding that the balance was fully available and not restricted.

The casino has also stated that their system does not restrict gameplay after bonus correction, which allowed me to continue wagering under the assumption that the funds were fully available.

Overall, my main concern is that:

The bonus terms appear to have been applied retrospectively

The same funds were effectively restricted more than once

The explanation for the deduction has changed multiple times

I was encouraged to continue playing with funds presented as available

No detailed breakdown of the 6,949.30 NZD has been provided

I appreciate your help in reviewing this matter.

Kind regards,

[redacted]

Thank you for your response. Could you kindly clarify whether the 20 NZD bonus was manually cancelled by you or if it was concluded upon fulfilling the wagering requirements? Additionally, was the bonus inactive at the time you claimed the 50 NZD deposit bonus? If possible, could you please attach a screenshot of your bonus history?

Thank you for your patience and cooperation.

Hello Attila,

Thank you for your follow-up.

Regarding your questions:

The 20 NZD bonus was not manually cancelled by me. It was completed naturally through gameplay, and by the time I finished with it, only a very small amount (approximately $0.17) remained in my balance.

After that, I later made a separate 50 NZD deposit and activated a new bonus (200% + free spins). These were clearly separate events.

To the best of my understanding, the 20 NZD bonus was no longer active at the time I claimed and began using the 50 NZD deposit bonus. My gameplay and winnings that followed were associated with this later deposit and bonus, not the earlier no-deposit bonus.

Unfortunately, I do not currently have a full screenshot of the bonus history showing both bonuses in sequence, but I am happy to provide any additional information if needed.

Kind regards,

[Redacted]

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila

Hello there,

Thank you Midgelton for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SpinCity Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Dear Peter,

Kindly note that the customer accepted a bonus that included a specific limit on the withdrawal amount. This condition was clearly outlined in the terms and conditions at the time the bonus was taken. We understand that situations like this can feel frustrating, especially if the restrictions weren’t fully noticed or seemed unclear at first. However, these limits are part of how such bonuses are structured, and they apply to all customers who choose to accept them.

Hello Attila,

Thank you for the update.

I would like to clarify that the casino’s latest response does not address the key issues in my case.

While they are referring generally to bonus terms and withdrawal limits, they have not explained how these terms were applied in my specific situation.

In particular:

The casino has provided multiple conflicting explanations regarding the source of the winnings (20 NZD bonus vs 50 NZD deposit bonus)

A bonus correction had already been applied, leaving approximately 551 NZD in my account

This balance was displayed as cash balance, and I was allowed to continue playing with it

I was not restricted from gameplay, and the casino has confirmed their system does not prevent this

The 6,949.30 NZD deduction was only applied later at withdrawal stage, not at the time of gameplay

Additionally, I have requested a full breakdown of how the 6,949.30 NZD was calculated, but the casino has refused to provide this.

My concern is not simply the existence of bonus terms, but how they were applied:

The same funds appear to have been restricted more than once

Restrictions were applied retrospectively rather than at the time of gameplay

The balance was presented as withdrawable cash, which influenced my actions

I would appreciate if the casino could provide:

A clear and consistent explanation of which bonus is being applied

A full transactional breakdown of the 6,949.30 NZD deduction

Clarification on why I was allowed to continue playing with funds that were later restricted

Thank you again for your assistance.

Kind regards,

Midge

Thank you to both parties for the update.

Dear SpinCity Casino representative, could you please provide us with a detailed explanation as to what has happened and what specific bonus terms and conditions have applied in the player's specific situation? This would help shine light on the situation and help us understand what can be done to help mediate the situation. If needed, you can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!