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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.