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!

[Paulineneuschwander]

1 hour ago, cocopop3011 said:

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

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.

[Paulineneuschwander]

1 hour ago, Afi4wins said:

@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! 

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.

[Blackjax]

Not all casinos implement bet blocks which stops you from betting more than max bet during bonus wager. It is infact the players responsibility to check with the support staff or read the terms and understand it themselves.

The max cashout limit applies as long as you don't cash out the funds. 

The availability to withdraw funds doesn't mean the cashout request is valid. It is still being checked and that's why it says 'pending'.

Let's just say that you are playing at a casino which has given you 50 no deposit spins and max cashout is €50. After you are done with wager your balance is below €50 or reset to €50. You keep on playing and your balance reached €1000. This balance will be available for withdrawal and you will be allowed to raise a request. This doesn't mean you will get the money. 

[Afi4wins]

@Paulineneuschwander Yes, I agree with your points. If such rules were and are present in the casino's T&C, then it is the casino's fault for not preventing you from doing all your said actions. The player cannot be blamed for the casino's inefficiencies or system glitches!

Also, what reasons were given by the AGCCS Team for rejecting your complaint?

[cocopop3011]

@Paulineneuschwander do you have the email from the casino regarding the wagering for us to read please?

[Paulineneuschwander]

8 hours ago, Afi4wins said:

@Paulineneuschwander Yes, I agree with your points. If such rules were and are present in the casino's T&C, then it is the casino's fault for not preventing you from doing all your said actions. The player cannot be blamed for the casino's inefficiencies or system glitches!

Also, what reasons were given by the AGCCS Team for rejecting your complaint?

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.

[Paulineneuschwander]

7 hours ago, cocopop3011 said:

@Paulineneuschwander do you have the email from the casino regarding the wagering for us to read please?

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.

[Paulineneuschwander]

8 hours ago, Blackjax said:

Not all casinos implement bet blocks which stops you from betting more than max bet during bonus wager. It is infact the players responsibility to check with the support staff or read the terms and understand it themselves.

The max cashout limit applies as long as you don't cash out the funds. 

The availability to withdraw funds doesn't mean the cashout request is valid. It is still being checked and that's why it says 'pending'.

Let's just say that you are playing at a casino which has given you 50 no deposit spins and max cashout is €50. After you are done with wager your balance is below €50 or reset to €50. You keep on playing and your balance reached €1000. This balance will be available for withdrawal and you will be allowed to raise a request. This doesn't mean you will get the money. 

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.

[Paulineneuschwander]

11 hours ago, cocopop3011 said:

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

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.