I am submitting a formal complaint against SpinAura Casino concerning the removal of a substantial amount of money from my account and the repeated application of alleged bonus maximum-win restrictions.
I would like the entire history of my case to be investigated, rather than only the casino’s explanation that a bonus maximum-win rule applied.
I deposited €240 of my own money into my SpinAura account. SpinAura provided me with bonus funds in connection with my deposit/account.
I then played normally on the casino, including a significant amount of blackjack, and my balance eventually increased to approximately €19,000.
When I attempted to withdraw my winnings, SpinAura did not pay the approximately €19,000. Instead, they informed me that my winnings were subject to maximum-win restrictions connected to bonuses.
SpinAura subsequently stated that two bonuses were involved:
77% VIP Weekly Reload Bonus – maximum winnings allegedly limited to 10x
Level 9 Bonus – maximum winnings allegedly limited to 5x
As a result, my balance was reduced from approximately €19,000 to approximately €2,181.
In other words, approximately €16,000–€17,000 disappeared from my available balance as a result of SpinAura’s decision.
I disputed this decision because I did not understand or accept how such a large amount could be removed simply because a bonus had been credited to my account. I repeatedly contacted SpinAura asking them to explain precisely how the calculation was made and which terms justified the confiscation.
However, the matter did not end there.
After SpinAura had already reduced my balance to approximately €2,181, I continued playing using the money that SpinAura itself had left available in my account.
I managed to increase this balance again to approximately €9,000.
I then attempted to withdraw again.
Once again, I encountered withdrawal problems and SpinAura applied restrictions/removals to my balance. At one stage, the system only permitted me to request a withdrawal of approximately €2,188.
This is one of the most important parts of my complaint.
If SpinAura had already applied its alleged maximum-win rule and reduced my first balance of approximately €19,000 to the amount it considered legitimately payable to me, I want a clear explanation of why money subsequently won by playing with that remaining balance was again subject to confiscation or another maximum-win restriction.
This appears to me to be a repeated application of the bonus restriction, and I request that the regulator specifically investigate this issue.
I have deposited money and also suffered losses on this casino in the past. When a player loses deposited money, the casino accepts those losses. Therefore, I believe it is essential to determine whether the terms being relied upon to remove my winnings were clearly disclosed, fair, applicable to my exact gameplay and correctly calculated.
I am not merely asking SpinAura to repeat that “bonus terms apply.” I am requesting documentary evidence and a complete calculation.
I therefore request the following from SpinAura and the regulator:
The complete transaction history of my account.
My complete deposit and withdrawal history.
My complete betting/game history for the relevant period.
Identification of every bonus credited to my account.
The exact amount of each bonus.
The exact Terms & Conditions applicable at the date and time each bonus was activated, rather than terms that may have subsequently been changed.
Evidence showing that I was clearly informed of and accepted the relevant maximum-win restriction before playing.
A detailed calculation showing exactly how approximately €19,000 was reduced to approximately €2,181.
An explanation of which winnings came from my €240 real-money deposit and which SpinAura considers to have originated from bonus funds.
An explanation of how the alleged 10x and 5x maximum-win rules were combined or applied to my account.
A detailed explanation of why the approximately €2,181 remaining after the first adjustment was allowed to remain playable.
A detailed calculation showing what happened when I subsequently increased that remaining balance to approximately €9,000.
The contractual basis for applying another restriction/confiscation to those subsequent winnings.
Confirmation of the exact amount that SpinAura has actually paid to me and the exact amount that has been confiscated/removed.
I have preserved evidence concerning this dispute, including screenshots, account/balance information, withdrawal attempts and communications with SpinAura representatives.
The amounts involved over the two incidents total approximately €27,000 in displayed winnings before the respective reductions, although I understand that this figure should not automatically be treated as the exact amount legally owed to me. My complaint is precisely that I want the regulator to determine, from the full account history and the terms applicable at the relevant times, what amount should legitimately have been paid to me.
I have repeatedly attempted to resolve this matter directly with SpinAura, but I have not received a satisfactory explanation or resolution.
I respectfully request an independent investigation into whether SpinAura correctly, transparently and fairly applied its bonus conditions and maximum-win rules to my account.
If the deductions were incorrectly calculated, applied more than once to the same funds, or based on conditions that were not properly disclosed to me before I played, I request that all winnings legitimately owed to me be restored and paid.
Please confirm receipt of my complaint and provide me with a complaint/reference number.
I am ready to provide all screenshots, correspondence and supporting documents required for the investigation.
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