SpinAura deactivates accounts to avoid providing explanations

[Paulineneuschwander]

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.

[cocopop3011]

On 3/20/2026 at 1:59 PM, Paulineneuschwander said:

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.

Hi and welcome to the forum. What was the reason AG refused the complaint please? 

[Afi4wins]

@Paulineneuschwander The first thing I want to ask is...was there a max withdrawal limit for the deposit bonus taken? Usually there is, ranging from a mere 5x to 10x the deposit OR bonus amount, but at some casinos this may be much higher, or without any max cap. If there is a cap, then any extra amount won becomes invalid and null.

If there is a max withdrawal cap on bonuses, then you shouldn't be able to withdrawal more than the allowed limit and the system should have disallowed that withdrawal claim.

Also, if the required wagering amount hasn't been completed, no bonus money should be convertable into real cash - perhaps there were some glitches in the casino's system that allowed this to happen?

[Afi4wins]

@Paulineneuschwander Also, when playing with a deposit bonus, the max allowed bet size is usually capped at 5 EUR, even after the entire wagering requirement has been completed, until the winnings have been withdrawn.

If this was the case, then your 45 EUR bets had breached this rule.

[cocopop3011]

9 minutes ago, Afi4wins said:

@Paulineneuschwander Also, when playing with a deposit bonus, the max allowed bet size is usually capped at 5 EUR, even after the entire wagering requirement has been completed, until the winnings have been withdrawn.

If this was the case, then your 45 EUR bets had breached this rule.

I think the 45EUR was after they completed the wagering Afi - they stated this was real money not bonus money.

[Afi4wins]

1 minute ago, cocopop3011 said:

I think the 45EUR was after they completed the wagering Afi - they stated this was real money not bonus money.

@cocopop3011 Yes, I read that. The hidden truth behind most casinos is that the max allowed bet of 5 EUR REMAINS even after all bonus wagering has been completed and the allowed winnings has been withdrawn! 

[Afi4wins]

A number of cases had been brought forward here in this forum before - and most of these cases got closed because of the 5 EUR max bet limitation after completion of bonus wagering.

[Afi4wins]

This specific clause is NOT ALWAYS STATED in most T&Cs to give the casinos an UNFAIR advantage!