Paulineneuschwander

Hello, I would like to share additional information regarding my case with SpinAura Casino. I have now received my full betting history for March 2026, along with the bonus tracking data. After reviewing everything, I noticed a major inconsistency: - I placed a total of 1209 bets, with a total wagered amount of €834.40 - One bonus (ID 243758) is correctly completed (547€ / 523.25€ – 100%) - However, the second bonus (ID 243752 – Double Reload) shows only €62.40 / €700 (8%) The issue is that both bonuses were active at the same time, and all bets were placed continuously during the same session. So it doesn’t make sense that the same gameplay is counted for one bonus but almost ignored for the other. Also, the total amount wagered (€834.40) is higher than the required €700, which makes the €62.40 figure even more questionable. I am sharing the logs and bonus data for transparency. If anyone has experienced something similar or has any insight, I would appreciate your feedback. Thank you. bets_mars_2026.csv dossier_preuve_clean.pdf bonus_issues.csv

I completely agree with what has been said. In my case, it is exactly the same. The casino barely responds to emails and provides contradictory explanations via live chat. My account has now been disabled without any explanation, which prevents me from accessing my information or contacting them properly. This clearly feels like a way to avoid answering. It has now been more than 25 days that I have been trying to get answers. When I requested my game history, they only provided data from October to January. The months of February and March — which are the most important — are completely missing, which makes no sense. They make claims without providing any supporting evidence, while refusing to provide the necessary data to verify their statements. I also attempted to file a complaint, but without success. On Trustpilot and other forums, they respond quickly to positive reviews but completely ignore negative ones. This behavior clearly gives the impression that maintaining their image is more important than actually resolving players’ issues. Finally, despite several attempts, it is very difficult — if not impossible — to contact their licensing authority, which further reinforces the lack of transparency.

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.

You're right, I understand now that MGA Games is a game provider. Sorry if I made a mistake earlier, I’m not a native English speaker and I sometimes struggle to explain things correctly. My concern is mainly about the lack of transparency from the casino. The Malta Gaming Authority confirmed that this casino is not licensed, and the information on the website can be confusing for players. Also, my main issue remains: - Missing game history for March (when the winnings occurred) - Contradictory explanations (wagering vs max win rule) - Account disabled without explanation Thank you for your understanding.

there is no such thing as MGA games, MGA is only a regulator

spinaura I would like to raise a serious concern regarding this website. The platform displays logos of well-known organizations such as the Malta Gaming Authority (MGA), GamCare, and Gambling Therapy. However, the Malta Gaming Authority has officially confirmed that this website is NOT licensed by them. This suggests that these logos may be used without proper authorization, which is misleading for users and raises serious concerns about the transparency and legitimacy of the platform. I believe this situation should be investigated, as it may constitute deceptive practices towards players.

I would like to clarify something important. The casino states that it is impossible to have two bonuses active at the same time. However, I clearly had two bonuses active on my account. The system allowed it without any restriction or warning, so this was not something I could control. If this was not allowed, the system should have prevented it from happening in the first place. Additionally, I requested my game history to verify the situation. The casino only sent me my betting history from November to January, but they did not provide the data for March, which is when the winnings occurred. This makes it impossible for me to verify their claims or understand what really happened. This is why my main concern is the lack of transparency and the inconsistencies in their explanations.

Thank you for your explanation. I understand your point, but in my case the situation is more complex. The casino gave me different and inconsistent explanations. At first, they said that the wagering requirements were not completed, and later they changed the reason to a maximum win rule. They also told me that it was impossible to have two bonuses active at the same time. However, I clearly had two bonuses on my account. With one of them, I played with €1 bets and won around €4000. Then I continued playing normally and placed €45 bets, which allowed me to win around €2000 more. I could see the wagering progress (700€/700€), and once it was completed, the balance was converted into real money. At no point was I restricted or warned about any betting limit. On top of that, my account has now been disabled and I have no access to my game history, so I cannot verify any of the casino’s claims. This is why my main concern is not only about the rules, but about the lack of transparency and the inability to verify what actually happened.

Unfortunately, I did not receive any clear or detailed explanation by email regarding the wagering requirements. Most of the information was provided via live chat, and the explanations were inconsistent. First, I was told that the wagering was not completed, and later the explanation changed to a maximum win rule. They also told me that it was impossible for me to have had two bonuses active at the same time, even though I clearly had both bonuses on my account. Additionally, I requested my game history and detailed information by email multiple times, but I have not received any response so far. This lack of clear and consistent written explanation is part of the issue.

Thank you for your message, I really appreciate your input. Yes, this is exactly my concern. If such rules existed, the system should have prevented me from placing bets above the allowed limit. At no point was I warned or restricted. Regarding AskGamblers (AGCCS), my complaint was rejected due to “insufficient evidence”. However, this is mainly because the casino refused to provide my game history for March and disabled my account, making it impossible for me to access the necessary information. This is why I am trying to escalate the issue, as I am unable to verify the situation due to lack of transparency from the operator.

Thank you for your input. I understand that some casinos may apply a maximum bet rule even after wagering is completed. However, this rule must be clearly stated and enforced by the system. In my case, I was able to place €45 bets without any restriction or warning, which suggests that either this rule was not applied or not enforced. If such a rule existed, the system should have prevented these bets from being placed. Additionally, my withdrawal was available, which indicates that the balance had already been converted into real funds. Applying such a rule after the fact, without prior enforcement, would be unfair to the player.

Thank you for your reply. I understand your point regarding the maximum bet rule. However, if such a restriction was in place, the system should have prevented me from placing bets above the allowed limit. The fact that I was able to place €45 bets without any restriction suggests that either no such rule was actively enforced, or the system allowed it without warning. In that case, it would be unfair to apply this rule retroactively after the winnings were generated. Additionally, my withdrawal was available, which indicates that the balance had already been converted into real funds. Therefore, I believe the responsibility should not fall on the player for actions that were not blocked by the system.

On March 3, 2026, I made a €20 deposit on the SpinAura casino and received a promotional offer including 100 free spins as well as a matched deposit bonus, with a wagering requirement of €700. After using the 100 free spins, my balance was still in bonus money and the conditions associated with this part of the offer were completed. I then continued playing with the deposit bonus (“double”), for which a wagering requirement of €700 was required. After completing the full wagering requirement (700/700€), my balance was converted into real money. At that moment, the withdrawal option was available in my account, which confirms that the wagering conditions had been fulfilled. I then continued to play normally with this real money. During this session, I won approximately €4000 with a €1 bet, and then approximately €2000 with a €45 bet, bringing my total balance to around €6000. I then made a withdrawal request, which was accepted in the system. However, the casino then refused to pay these winnings, stating that only €62.40 out of €700 wagering had been completed on the bonus, which contradicts my actual gameplay. Since then, several major inconsistencies have appeared: • The deposit bonus, which I completed (700/700€), is presented as not completed (62.40€ / 700€) • My balance was converted into real money and the withdrawal request was allowed, which should not be possible if the conditions were not fulfilled • The game history provided does not include my session from March 3, 2026, which is precisely when the winnings occurred • The casino’s explanations have changed multiple times (wagering not completed, then maximum win rule) • The support refuses to provide precise explanations and redirects to general responses • The case is said to be “under review” for several days without any concrete progress • My account has been deactivated without any explanation while the dispute is still ongoing I have undertaken numerous steps to try to resolve this dispute: • Repeated contact with support (more than 30 emails and many chats) • Contact with the operating company Tronabriz Limitada • Request for my personal data (game history), which turned out to be incomplete (missing the March 3 session) • Contact with game providers (including Betsoft and Pragmatic Play) • Publication of public reviews (Trustpilot, forums, social networks) • Filing a complaint with AskGamblers (rejected) • Attempted mediation via Casinomeister (refused due to public posting) To date, no clear explanation has been provided regarding: • the actual wagering calculation • the disappearance of my March 3 game session • the possibility of having made a withdrawal with a supposedly ineligible balance • the deactivation of my account I have numerous pieces of evidence (screenshots, history, exchanges) demonstrating these inconsistencies. I remain awaiting a clear explanation and a resolution regarding my winnings of approximately €6000.