Spinrollz Casino - Povlačenje igrača je nepravedno ograničeno.

I would like to submit a complaint regarding Spinrollz Casino and a dispute about a bonus withdrawal limit.

I deposited money and activated a deposit bonus. The only clearly visible conditions for the bonus were: minimum deposit €20, maximum bonus €50, and wagering requirement 35x. There was no information about any maximum withdrawal limit in the bonus description.

After completing the wagering requirements, my balance reached €2320. However, the casino reduced my balance to €500, claiming that there was a maximum withdrawal limit connected to the bonus.

When I first contacted the casino support about this, they told me that the rule could be found in section 7 of their general Terms and Conditions. I carefully checked the Terms and Conditions and sent screenshots back to them showing that there is no such rule mentioned there.

After I pointed this out, the explanation from the casino changed. They then claimed that the maximum withdrawal limit would have been stated in the specific bonus terms or in the bonus email. However, in the bonus description that was presented to me, the only additional link was a "Bonus Rules" link which redirected directly to the general Terms and Conditions page, where this rule was not present.

This means that the alleged maximum withdrawal limit was not clearly communicated or visible to the player at the time the bonus was accepted.

I believe the casino is applying a rule that was not properly disclosed. The fact that their explanation changed during the conversation also suggests that the rule was not clearly available to the player.

Because of this, the reduction of my balance from €2320 to €500 appears unfair and inconsistent with the terms that were visible when the bonus was accepted.

I would kindly ask Casino Guru to review this case and help resolve the dispute.

I can provide screenshots of the bonus description, the Terms and Conditions, and the email communication with the casino support as evidence.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are experiencing. To better understand the situation and investigate the matter further, could you please provide a few additional details?

• Could you please specify the exact name of the bonus you activated?
• Do you still have a screenshot of the bonus offer or promotion page as it was displayed at the time you activated the bonus?
• Could you please confirm whether the bonus was activated directly on the website, through a promotional email, or via a bonus code?
• You mentioned that the "Bonus Rules" link redirected you to the general Terms and Conditions page. Could you please provide a screenshot of this page and the link you were redirected to?
• Could you please confirm whether the €500 limit was applied to your balance immediately after you finished wagering the bonus or only after you requested the withdrawal?

Please forward me all the screenshots and your communication with customer support at veronika.f@casino.guru.

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

Veronika

Hello Veronika,

Thank you for your reply and for looking into this matter.

Please find my answers to your questions below.

Bonus name

The bonus was a deposit bonus with the following visible conditions: minimum deposit €20, maximum bonus €50, and wagering requirement 35x. I can see a bonus history which shows the name of the bonus.

Unfortunately i dont have a screenshot of the bonus at the time i played it.

The bonus was activated directly on the casino website when I made the deposit. I did not use a bonus code or activate it through an email promotion.

Bonus Rules link and Terms page

The bonus description contained a "Bonus Rules" link which redirected directly to the general Terms and Conditions page. I will attach a screenshot of the page and the section I was redirected to. As shown in the screenshot, the section referenced by the casino (7.6) only describes wagering requirements and does not mention any maximum withdrawal or winnings cap.

When the €500 limit was applied

After I completed the wagering requirements, my balance reached €2320. After that, the casino reduced my balance to €500, stating that the maximum release for the bonus was 10x the bonus amount. This was done by the casino without any clear indication beforehand that such a limit applied to this bonus.

I will attach the following evidence.

screenshots of the bonus description.

screenshot of the Terms and Conditions section referenced by the casino.

screenshots of my communication with the casino support.

screenshots showing the balance reduction.

Additionally, I would like to ask if it would be helpful for your investigation if I forward the entire email conversation between myself and Spinrollz support. The conversation shows how their explanations regarding the maximum withdrawal rule changed during the discussion, which may help clarify the situation.

Please let me know if you need any additional information.

Thank you very much for your assistance.

Best regards / Jere K.

Dear jerb808

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, Peter (peter.c@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,

Veronika

Thank you for the update and for your assistance so far.

I appreciate your help and I will wait for further communication from Peter regarding my case. Please let me know if any additional information is required from my side.

Kind Regards!

Jere Kuusisto

Hello there,

Thank you jerb808 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinrollz Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Dear Peter,

Thank you for taking over my case. I appreciate your assistance.

I would like to briefly clarify the issue from my side. When I activated the bonus, the visible bonus terms only included the minimum deposit amount, the maximum bonus amount, and the wagering requirement. There was no mention of any "Maximum Release" or similar withdrawal limitation.

When I clicked on the "Bonus Terms" button, it redirected me to the general Terms and Conditions page. To make sure I understood everything correctly, I contacted live chat, where I was advised to check section 7. However, section 7 only mentioned that no-deposit bonuses have a maximum withdrawal of 5x the bonus amount, which does not apply to my deposit bonus.

I would also like to add that I was able to withdraw €452, which was paid to my account. According to the casino, the maximum withdrawal limit was 10x the bonus amount (i.e., €500). However, my balance dropped slightly below €500 because I was playing using autospins. I understand that this part is entirely my own responsibility.

Because of this, I had no reasonable way of knowing that any additional maximum withdrawal or release limit would apply. I believe it is important that all applicable restrictions are clearly stated in the bonus terms at the time of activation and not applied retroactively.

For this reason, I kindly ask that my winnings be paid in full.

Thank you again for your help, and I look forward to your response.

Kind regards

J*** K***

Dear jerb808,

Thank you for your patience.

We are writing to formally notify you that we are currently investigating the matter in coordination with the relevant department. We are working to ensure a thorough resolution and are awaiting their internal feedback.

Once we receive an update from the team, we will inform you as soon as possible.

Thank you for your continued patience and for being part of our community.

Best regards,

Spinrollz Casino Team

Dear Spinrollz Casino Team.

Thank you for your response and for looking into this matter.

I appreciate your efforts to review the situation and I will wait for your update. At the same time, I would like to kindly reiterate that the main issue from my side is that no "Maximum Release" or similar withdrawal limit was clearly stated in the bonus terms at the time of activation.

As mentioned earlier, the only visible conditions were the minimum deposit, maximum bonus amount, and wagering requirement. Any additional restriction was not clearly presented, and therefore I believe it should not be applied retrospectively.

I look forward to your findings and hope this matter can be resolved fairly.

Kind regards!

Jere Kuusisto

Dear jerb808,

Thank you for reaching out.

Following your message, we consulted with the relevant department to conduct a thorough review of your account activity and the specific promotion in question.

As per our internal review, we would like to direct your attention to the Terms and Conditions associated with this offer. Specifically, the guidelines outline a maximum release bonus limit that applies to these funds. Because this limit has been reached, no further bonus credits can be issued or converted from this particular promotion at this time. We understand that navigating promotional terms can sometimes be complex.

We appreciate your understanding.

Best regards,

Spinrollz Casino Team

Dear Spinrollz Casino Team

Thank you for your response.

I would like to clarify an important point. I do understand that you are referring to a maximum withdrawal limit of 10x the bonus amount, and I can see that such a rule may exist within your broader Terms and Conditions.

However, the issue is not whether this rule exists somewhere in your system, but whether it was clearly presented and accessible to me at the time of activating the bonus.

Based on my experience:

The visible bonus information only included the bonus percentage, maximum bonus amount, and minimum deposit.

The "Bonus Terms" button redirected me only to a general Terms and Conditions page without clearly pointing to this specific rule.

Even after contacting live chat, I was directed to section 7, which refers only to no-deposit bonuses and does not apply in this case.

Additionally, this limitation was not visible in the active bonus information after the deposit.

For this reason, I had no reasonable way of being aware that a 10x maximum withdrawal limit would apply.

I believe that such a significant restriction must be clearly and transparently communicated to players before and during the use of the bonus, not only placed within general terms without proper reference.

Therefore, I respectfully maintain that applying this limitation retroactively is not fair.

I kindly ask you to provide clear evidence that this rule was explicitly shown or directly accessible to me at the time of bonus activation.

Kind regards

Jere Kuusisto

Dear Spinrollz Casino Team

Thank you for your response.

In addition to my previous points, I would like to highlight another important concern regarding the information I received from your support team.

During this process, I was directed multiple times to different sections of your Terms and Conditions where this supposed "maximum release" rule should be found. However, the sections I was referred to either did not contain this rule at all or referred to completely different types of bonuses (such as no-deposit bonuses).

This has created a very confusing and inconsistent situation, where even your own support team has not been able to clearly identify or point me to the correct rule.

From a player’s perspective, this raises serious concerns about transparency and clarity. If the rule was not clearly communicated in the bonus terms, and even your support team provided incorrect or misleading references, it further confirms that I had no reasonable way of being aware of this limitation.

For this reason, I respectfully maintain that this restriction should not be applied in my case

.

I kindly ask you once again to provide a clear and precise reference to where this rule was explicitly shown to me at the time of activation.

Kind regards

Jere Kuusisto

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.

Dear jerb808,

Following a thorough review and consultation with the relevant department regarding the recent inquiries raised here, we would like to provide an update on the resolution.

As a gesture of goodwill, we have decided to credit the player's account with a total of 1,820 EUR.

This specific amount represents the difference between the funds released from the bonus and the total winnings accrued. These funds have been added to the player's balance and are available, the player may choose to use them for continued play or withdraw them at their convenience.

We value the feedback provided by this community and remain committed to ensuring a fair and transparent environment for all our users.

Best regards,

Spinrollz Casino Team

Thank you very much for the update Spinrollz Casino representative.

Dear jerb808, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Peter,

Thank you for your assistance so far.

I would like to inform you that Spinrollz Casino has now credited the remaining balance to my account. At this point, everything seems to be in order.

However, I would prefer to wait until the withdrawal has been fully processed and the funds have been received before confirming that the issue is completely resolved.

I will keep you updated once the withdrawal is completed.

Thank you again for your support.

Kind regards,

Jere Kuusisto

Dear jerb808,

We are writing to formally notify you that we have escalated your pending withdrawal request for priority processing.

Please be aware that after the funds are released, the actual time it takes for the balance to reflect in your account may vary depending on your specific financial institution’s processing times.

Thank you for your continued patience.

Best regards,

Spinrollz Casino Team

Thank you very much for the update Spinrollz Casino representative.

Dear jerb808, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear jerb808,

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!

The withdrawals have now been paid, thank you really much for helping me with this case!

Kind Regards!

Jere Kuusisto

Dear jerb808,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter