Complaint #13 Spinland Casino

Confiscated withdrawal amount unjustly accusing me of bonus terms violation

By crouchi1985

8 years ago

Message on forum

Hey askgamblers community,

I found your helping site via internet and I really hope someone of you can help me out.
I did a deposit of 250 euro and got a 200% bonus at spinland. Luckily I managed to wager this up to a withdrawable amount of 3200 euro. Now that I tried to withdraw 1000 they said to me that I broke the rules by playing over 5euro per spin.
I surely never did.The only thing I can imagine over 5 euro is that i bought some bonusses on white rabbit (100 euro ones/1 euro bonus stake).....But this isnt a bet over 5 euro, is it?
I never did bets higher than 2,40 euro and now they did confiscate all of my money. In my eyes this is pure illegal and customer unfriendly to declare a bought bonus for 100 euro (so the bonus stake is 1 EURO) as a bet per spin of 100 euro and tell the customer he did a bet over 5 euro with bonus money.

I already wrote some mails back and forth to the support but they persist to their interpretation.
Its 3200 euro and a lot of money for me and they want to keep it all and simply confiscate it.

It would be very kind of you if you guys have any recommendations or advices for me.

Thank you

Best Guido

Disputed Casino Spinland Casino

Reason Bonus terms violation

Amount €3200

Discussion

AskGamblers

• Support Team

8 years ago

Dear @crouchi1985,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

Spinland Casino

• Representative

8 years ago

Hi Crouchi1985! Please check your emails. Thanks!

crouchi1985

• Germany

8 years ago

I am in contact with the casino and a decision was made....if the decision is 100% and the casino confirms that, I will post it here. Hopefully by the end of this week

Spinland Casino

• Representative

8 years ago

Hello crouch 1985, please check your inbox. Thanks!

Spinland Casino Complaint Stats

Resolved 7 / 9

Avg. Amount $1,684

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Spinland Casino Complaints

See all complaints for this casino

Spinland does not payout since October

I am submitting this complaint against Spinland Casino regarding a delayed withdrawal of £307.57, which was requested on 14th October 2024 at 16:29 (UK time) to my Litecoin wallet. The transaction ID for this withdrawal is #32718675. Despite multiple follow-ups and reassurances from the casino, the funds have not been received, and I have been denied further communication by being banned from their live chat. The delay has now exceeded five months, which is completely unacceptable.

When I last managed to contact Spinland Support, I was informed that the delay was due to verification required by Coinspaid, their payment processor. However, no further updates have been provided by either Spinland or Coinspaid. Given the extensive time that has passed, I find it difficult to believe that any legitimate verification process would take this long. The lack of transparency and failure to process my withdrawal raise serious concerns about the casino’s handling of player funds.

I have requested clarification on several key points, including:

1. Transaction Status – Has the withdrawal actually been processed, and if so, can I be provided with a transaction hash and confirmation of where it was sent?

2. Reason for Delay – What is the specific cause of this five-month delay, both from Spinland and Coinspaid’s perspective?

3. Resolution Timeline – When will I receive my £307.57 withdrawal, and what steps are being taken to ensure prompt payment?

Despite my repeated attempts to seek answers, Spinland has refused to provide a satisfactory response. Their failure to pay out legitimate player winnings violates industry standards and raises serious doubts about their reliability. I am now escalating this issue to AskGamblers to intervene and mediate a resolution.

I urge AskGamblers to assist in ensuring that Spinland Casino honors my withdrawal request and releases my funds without further delay. Thank you for your time and assistance in this matter.

(PS - The Spinland Casino in question is Spinland., heir email address keeps changing [currently it is [email protected]]) and they banned me from live support for asking for their complaints process)

Unresolved

£308

No one helps with payment

I won £650 and withdraw it on the 6th August. I got an email to say my withdrawal had been processed and will be in my account within 48 hours. I never had a problem with them before on withdrawals.

I then got an email stating my bank wouldn’t allow them to process my payment so they would have to do it manually and needed my bank account number sort code iban number and bank address.

I sent this to them in which then after 48 more hours they said they have processed my payment and it will be in my account within 10 business days, but I wasn’t so I emailed them again in which they wanted a copy of my bank statement to make sure I hadn’t received it. I sent them on the 24th august.

I’ve tried chasing again but no one is getting back to me.

Please can someone help me before I go down the legal route.

Unresolved

£650

Refuse to process my withdrawal within their payment timeframes

After playing on the 25th September I got nice winnings and want them to withdrawal (€ 1000). In their T&C they have a pending time of approximately 48 hours. So after that 48 hours were past by a ask customer support when it will be accepted. I talked to different person and they all come with an different answer like, we have to do several security checks we will update you by email (never received an email), the next operator said keep an eye on your emails as we are reviewing your account. Then the following person said we have a pending time of 48 business hours, I respond that in your T&C it is approximately 48 hours not business hours then the same person said yes the check will be done 1 day after you requested the withdrawal. I respond ok so that would be done on the 26th of September so he respond yes but it is weekend as well. I have no trust anymore in this please help me.

Resolved

€1,000

Lost 360,000 NOK because their player protection tools didn't work

After dialogue with you on e-mail, I have sent the attachments/proofs there instead, because of sensitive information.
Here you have a detailed description of the case as agreed on e-mail dialogue with AskGamblers:

When I stopped playing thursday night on Spinland (16/11-2017) I had 650.000,- NOK (After a withdrawal of 50.000,- NOK) on my account. A huge amount that I wanted to secure. Spinland refused me to take out more than 80.000 NOK a week without any reason. I therefore had to wait for weeks to get the withdrawal done. Therefore I asked them to pause my account for 6 weeks while they paid out my withdrawal each week. They said it was not possible to stop it for 6 weeks, even tho it says so on there pages: (https://www.spinland.com/index.php?page=playerprotection)
They recommended me to have my account open, and I thought that then I could at least have full control of the withdrawal myself, so I agreed.

To secure my winning, and guarantee that I didnt lost it, I therefore set up a loss limit of 1.000,- NOK/month just to make sure.
But the loss limit never worked. The next days I lost a huge amount of the winnings, around 360-370.000 NOK. On sunday/monday 20-21, I even put up a time session limit on 30 minutes that promised an automatically log out and full stop after 30 minutes. It never logged out.

Long story short: I tried desperately to secure my winnings so I didn`t play anything of it, and I did absolutely everything in my power to stop myself from loose my winnings. I asked them to pause my account, raise the weekly withdrawal limit, and I put up deposit limits, time limits and loss limits. NOTHING worked.

The rules of responsibe gaming was completely broken.

I therefore ask for a full refund from Spinland of my losses after 16/11-2017 of 370.000,- NOK (The rest I got cashed out).

Let me know if you have any questions what so ever, or if there is anything I can do to make you solve this case faster.
You have gotten everything documented on e-mail as we agreed today.

Thank you.

Resolved

Full winnings not given from no deposit spins