Bonus terms not applied correctly

I am submitting this complaint regarding SpinAura Casino (spinaura11.com) because a very substantial amount of my winnings was removed from my account.

I deposited my own money and received bonuses on my account. During this period, I played mainly SpinAura Blackjack. After extensive play, my casino balance reached approximately €19,021.43. I have attached a screenshot taken directly from the casino showing this balance while I was playing.

SpinAura later reduced my balance dramatically. The casino explained that this was because I had played with two bonuses, a 77% VIP Weekly Reload Bonus and a Level 9 Bonus, and that maximum-win restrictions applied.

However, I strongly dispute the way these restrictions were applied and the amount confiscated.

One of the screenshots I am providing shows the published conditions of the 77% VIP bonus. It states:

• Minimum deposit: €120
• Wagering requirement: 30x
• Maximum win: €5,000

This is particularly important because the explanation later provided to me by the casino referred to a different maximum-win calculation (including a 10x maximum-win limit).

After the first balance reduction, I continued playing with the money remaining in my account. I then built my balance back up again to approximately €9,623.08.

I have attached a particularly important screenshot showing:

Casino balance: €9,623.08

Real money: €9,623.08

Bonus money: €0.00

Therefore, at that point the casino’s own interface explicitly classified my entire €9,623.08 balance as REAL MONEY, with €0.00 bonus money.

Despite this, I subsequently encountered further problems withdrawing my funds and further deduct­ion­s/r­est­ric­tions. I have also attached screenshots of my transaction history showing rejected €1,000 withdrawal attempts.

I am providing screenshots showing:

1. My balance reaching €19,021.43 while playing SpinAura Blackjack.
2. My later balance of €9,623.08, explicitly displayed by SpinAura as €9,623.08 real money and €0.00 bonus money.
3. The published terms of the 77% VIP bonus showing a €5,000 maximum win.
4. My Blackjack betting and game history.
5. My transaction history showing rejected €1,000 withdrawal attempts.
6. Additional screenshots showing the progression of my balances and gameplay.

I have deposited approximately €6,000–€7,000 in total over time at this casino and had not previously made withdrawals. I therefore believe that the confiscation of such a substantial amount of winnings, particularly the later funds that the casino itself displayed as real money with zero bonus balance, requires a detailed and transparent explanation.

I ask SpinAura to provide AskGamblers with the complete account and bonus history, including:

• the exact bonus amounts credited;
• the exact terms applicable when each bonus was activated;
• the wagering records;
• the exact calculation used for each balance confiscation;
• an explanation of why €9,623.08 was displayed as real money with €0 bonus balance if it was still supposedly subject to a bonus maximum-win restriction;
• and the transa­cti­on/­wit­hdrawal history.

I am requesting that the disputed winnings be restored and that I be permitted to withdraw the funds that were legitimately won.

I have screenshots and records supporting my complaint and can provide any additional evidence required.

Thank you for your assistance.