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Won £175000

The first 2 £1000 withdrawals were agreed. I then recieved an email stating £175000 removed from by balance as I had broken cashback terms and conditions along with "our decision is final" they have repeatedly refused to send me the requested proof or evidence that this was the case as I strongly disagree. After contacting licensing and gambling comm In relevant countries for spinny casino, greenchampion leader srl and also famagousta b.v I have also been advised to post on here..I have continually asked for proof, play logs etc which they have denied to provide

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Could you please advise on your deposit history in this casino?
• Have you played with bonuses in this casino before?
• Has the casino confiscated all of your winnings as well as your deposit?

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

Attila

Thanks for your response.

Unfortunately I don't have screenshot

I would say I deposited in total clise to £1000.

I have probably at some point used free spins

Yes they retracted the full 175000.

They made 2x payments of £1000 before retracting the £175000.

I believe that when they realised the amount I had actually won they looked for a way out....other review sites show players with exactly the same experience

Dear Player,

Thank you very much for your response. I checked the Bonus T&Cs and I found this:

1.1 Max winnings from Cashback / Loyalty Bonus are limited to five (5x) times the initial amount of Cashback/ Loyalty Bonus given. Any winnings above that will be forfeited. The maximum amount of money that can be won or withdrawn via any type of No-Deposit Bonuses when a player hasn’t made any deposits since registration is limited to 25€ or currency equivalent.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.

Could you please confirm how much was the initial cashback amount you have received? If possible, please attach a screenshot of your bonus history as well.

Thank you in advance for your reply.

It was £4 cashback but I am disputing that the money was won directly from the cashback...spinny have refused to provide proof that winnings came from cashback bonus, they have now stopped responding and will not provide any information to back up the claim.

They also paid out 2 x £1000 withdrawals after reviewing my account fully before deciding not to pay out...I have an email trail of numerous opportunities for them to provide the proof they have

Thank you for your reply.

To better understand the circumstances of the issue, could you please provide the following information?

• Your bonus history, showing when the £4 cashback bonus was credited to your account and when it was completed, converted, or removed.
• Your game history covering the winning session, particularly any records showing whether the wagers were placed using real-money funds or bonus funds.

You can send the information to my email at attila.g@casino.guru.

Thank you for your patience and cooperation.

Dear Hutcho1977,

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.

Hi.

I emailed you directly on your email address as requested

Thank you for your reply.

Unfortunately, without the relevant documentation, we are not in a position to assess whether the winnings originated from the cashback bonus or from real-money play.

Could you please send us at least your bonus history, which should be available in your casino profile and should show when the cashback was credited and how it was concluded?

Also, have you requested your complete game history directly from the casino by emailing support@spinnycasino.com? If so, please forward your request and the casino's response to my email.

Without these documents, we will unfortunately have no grounds to challenge the casino's decision.

Thank you in advance for your reply.

Best regards,

Attila

Dear Hutcho1977,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru

We’ve reopened this complaint at the request of Hutcho1977. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, could you kindly provide us with an update on the current situation?

Thank you in advance for your response.

Dear Hutcho1977,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru