Complaint #8 Spin Aura Casino

Withdrawal delayed beyond the maximum processing time

By DianaSimonova

2 weeks ago

I made a deposit at the casino and later won approximately **1,000 ADA (around $244 USD at the current exchange rate)** while playing slots.

I completed the initial account verification and submitted a withdrawal request. The casino then cancelled my withdrawal and requested additional proof of payment from the cryptocurrency exchange I used for the deposit.

I provided the requested documents and successfully completed this additional verification as well. After that, I submitted a new withdrawal request.

Since then, my withdrawal has simply remained pending.

According to the casino’s own terms, the **maximum withdrawal processing time is 72 hours**. This period has already expired.

After the 72-hour deadline passed, I contacted live chat several times and asked why my withdrawal had not been processed. They have not provided any specific explanation. I am only being told to “wait.”

I repeatedly asked why I should continue waiting when my account has already been verified, the additional payment verification has been completed, and the maximum processing period stated in their own rules has already passed. Support refuses to give me a clear answer, provide a reason for the delay, or tell me when my money will actually be paid.

At this point, I find this situation extremely suspicious. The casino requested additional verification; I complied with every request, and now they are keeping my withdrawal pending beyond their own maximum timeframe without any explanation.

I am attaching screenshots of my conversations with the casino’s live chat as evidence.

**I am requesting that the casino process my withdrawal immediately and provide a clear explanation for why the stated 72-hour maximum withdrawal period was exceeded.**

Disputed Casino Spin Aura Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

1 week ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Spin Aura Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Spin Aura Casino

• Representative

1 week ago

Dear Player,

We have completed a detailed review of your account and the circumstances surrounding its closure.

During our investigation, we identified irregularities and activity that gave us sufficient grounds to suspect a violation of our Anti-Fraud Policy, specifically Section 9.1 of our Terms and Conditions, which prohibits deceptive, dishonest, or illicit practices.

As a result, we exercised our rights under Section 9.2 of our Terms and Conditions, which allows the Casino to close accounts and void associated winnings in cases of suspected fraudulent activity.

We understand that you may disagree with this decision. However, it was made following a thorough review of the available information and supporting evidence, which has also been shared privately with the AskGamblers team.

Based on these findings, our decision regarding your account and the associated winnings remains unchanged.

AskGamblers

• Support Team

1 week ago

Dear Spin Aura Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Spin Aura Casino Complaint Stats

Resolved 2 / 2

Avg. Amount $1,826

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Spin Aura Casino Complaints

See all complaints for this casino

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:

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

Resolved

€3,152