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Title: Spinoloco confiscated €278.47 winnings due to delayed bonus activation and technical error.

I am filing a formal complaint against Spinoloco regarding the unfair confiscation of my winnings (€278.47).

Exact Timeline of Events (February 22, 2026):

02:10 – I deposited €20 for the first time. The welcome bonus was NOT credited to my account.

02:50 – After waiting and seeing no bonus, I made a SECOND deposit of €20. This was a "Raw Cash" (real money) deposit.

02:56 – Just 6 minutes later, I won €278.47 in "Gates of Olympus" after purchasing a bonus feature.

The Problem:

During my session with the second deposit, the Spinoloco support manually activated the missing bonus from my FIRST deposit. They did this without any notification while I was already playing. They then used this "active bonus" as an excuse to void my winnings, claiming I violated the "no bonus buy" rule.

My Arguments:

The winnings were generated using funds from my second deposit (Real Money), not the delayed bonus.

It is mathematically impossible to have spent the second €20 deposit and started using bonus funds in just 6 minutes.

Spinoloco failed to credit the bonus on time and then "forced" it onto my account during an active real-money session to avoid paying out my win.

I request the restoration of my winnings (€278.47) as the breach of terms was a direct result of the casino's technical delay and manual intervention.

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Dear Zaczek0405,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• When was the bonus credited? Could you please post a screenshot of your bonus history here in this thread?
• Have you attempted to contact the casino regarding the missing bonus amount before you deposited for the second time?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

dear Kristina Thank you for your assistance. Below are the answers to your questions based on my account records:

​When was the bonus credited? The bonus (noted as "Goodwill Bonus" in my account) was manually activated by the casino after a long delay. Crucially, it was added while I was already in the middle of a session funded by my second real-money deposit.

​Bonus History: I am attaching a screenshot of my bonus section. It shows the "Goodwill Bonus" which was used as the pretext to void my winnings, even though my play was funded by a separate cash deposit.

​Contact regarding the missing bonus: Yes, I contacted Live Chat immediately after my first deposit of €20 at 02:10 because the expected bonus was missing. After waiting 40 minutes without a resolution, I made a second deposit of €20 at 02:50 to play with my own cash.

​The Timeline of Evidence:​02:10 – First deposit (€20), bonus failed to credit.

​02:50 – Second deposit (€20), played as "Raw Cash".

​02:56 – Win of €278.47.

​As the win occurred only 6 minutes after my second cash deposit, it is clear I was not playing with bonus funds. I believe the casino retroactively applied bonus restrictions to my cash session to avoid paying my winnings.

​Best regards,

Thank you very much for your reply, Zaczek0405. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello, unfortunately I don't have screenshots of the conversation with live chat, I was looking for it, I was sure I had done it and I only found the last message, I was nervous at the time

Hello Zaczek0405,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

​"I understand and I am willing to wait, as it is definitely worth it. A few days ago, thanks to our joint efforts with AskGamblers, we successfully resolved the Mostbet case, and I recovered my 200 EUR. I truly believe in your effectiveness in fighting against unfair casino practices, and I am very grateful for that. I am confident that we can resolve this matter positively as well, even though it is much more complex than the Mostbet case."

Dear Zaczek0405,

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, Matej (matej@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,

Kristina

Hello Zaczek0405,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hello Matej, I hope this problem will be solved. It's been a month now and I'm slowly losing hope that Spinloco will finally admit their mistake and return my winnings.

We apologize for the inconvenience caused and thank you for reaching out to us. We are here to clarify the situation in the best possible way.

We would like to inform you that the "Goodwill Added" refers to a bonus granted on your first deposit, which was applied by a customer support agent during your interaction, with the aim of assisting in resolving the issue you experienced.

However, it is important to note that, according to our Terms and Conditions, in order to make a withdrawal using bonus funds, it is necessary to fully meet the wagering requirements. Additionally, as shown in our records, this bonus was subsequently canceled by you when you requested its withdrawal.

If you have any further questions or need additional information, please do not hesitate to contact us. We remain at your disposal to assist you.

Spinoloco Team

about a situation that occurred during my last session.

​After my first deposit, I contacted you because I didn't receive the bonus. It was still missing after my second deposit of €20. With that balance, I opened the game "Gates of Olympus" and used my funds to purchase a "Bonus Buy" (free spins). This is a feature I use frequently.

​During the bonus round, I hit a win, but I noticed that the winnings were not credited to my account. Instead, my balance suddenly reset to €20—exactly as if I had never purchased the spins in the first place.

​I immediately left the game to contact support, and only then was I told that a bonus had been activated. I feel cheated because:

​The bonus was activated by you manually while I was already in the middle of a game session.

​I should be the one to decide when to activate a bonus, not the support team.

​The activation interfered with my active game, causing my winnings to disappear.

​This is unacceptable. I expect a full investigation into why my winnings were not recorded and why the bonus was forced onto my account during active play.

​I am an experienced player with accounts at dozens of casinos, and I will not be misled regarding how slot mechanics work. Please address the following points:

​Evidence of Winning: I have a photo of the winning screen. While I didn't expect to be cheated on my first day, this evidence clearly shows the result of the round.

​Order of Funds: In almost every casino, "Real Money" is used first before "Bonus Money." My €20 was a cash deposit. Even if you manually activated a bonus, it should not have cancelled a win generated from my real funds.

​Technical Proof (The "Max Bet" Rule): This is the most important point. We were playing a Pragmatic Play slot. If a bonus had been active on my account, the system would have blocked me from purchasing the "Bonus Buy" feature, as the cost (€20) far exceeds the standard €5 maximum bet limit allowed during wagering.

​The Contradiction: Since the game allowed me to purchase the feature, it confirms that no bonus was active at the time of the transaction. The fact that the winnings vanished and the balance reset to exactly €20 after the round proves a technical intervention or a synchronization error on your end.

​I demand that my winnings be restored. Your logs will clearly show that the "Bonus Buy" was initiated with cash, and your manual activation of a bonus mid-session interfered with my gameplay. I chose your casino based on recommendations, but this experience has been highly unprofessional.

Dear Spinoloco Casino Representative,

Could you please provide us with the game log from this session? (matej@casino.guru)

Thank you.

I would like to inform you that we are already working on resolving this complaint; however, I am waiting for a response from Casino Guru to provide all the necessary information to complete this complaint.

Dear Spinoloco Casino Representative,

I apologize for the delayed reply — I was attending a conference. Could you please let me know how you contacted me? I am unable to locate your email.

Matej i sent you a direct message on Teams.

I’m sorry, but I can’t find your message. Could you please send it again?

Dear Matej,

​I believe that Spinoloco Casino is intentionally prolonging this process, hoping that I will eventually give up. They are deeply mistaken. I am prepared to wait a little longer, but if this continues, I will take the same steps I took with the scammers from Mostbet: I will escalate the matter further and file official complaints on every available platform until justice is served.

​This has been dragging on for over two months now. I am convinced that Spinoloco’s dishonest support team has no intention of resolving this. They keep claiming their "team is working on it," which is frankly laughable. What kind of professional team is unable to resolve a simple issue for over two months? It is embarrassing that a casino making millions is making a fool of itself over a mere €278. The whole situation is simply pathetic

Dear Player, I understand that you are disappointed; however, as I previously mentioned, I have already contacted Mr. Matej directly to clarify exactly what information is required from Spinoloco.

Please rest assured that we are here to assist you and to resolve this matter in the best possible way, so you can remain calm.

At this moment, I am only waiting for Matej’s response so that we can close this case as quickly as possible.

Spinoloco Team

Dear Spinoloco Casino Representative and Zaczek0405,

I believe the delay in this case was caused by a miscommunication at the beginning. The important thing is that we have now established email communication and can move forward with resolving the case.

As mentioned in my email, it is important to create a clear timeline of events so we can review what happened, determine when the bonus was activated, and track the balance accordingly.

To proceed, we will need both the game log and the deposit log.