Complaint #5 Spinlander Casino

Improperly removed winnings

By Sleepy11

4 months ago

Hi there.

I hope you are well.

I recently completed the wagering for a bonus with Spinlander, finishing with €3784.73.

However, they then removed the majority of my winnings leaving only €300.

On Live Chat they said it was in the specific bonus terms and conditions- but the terms say there is a maximum of 10x the deposit amount. My deposit was €300. As such, I am due €3000.
https://spinlander.com/en/promos/weekend-power-bonus

I have also attached screenshots for ease.

They then said it was in the generic bonus terms. Once again, it is not mentioned there.
Here is the link:
https://spinlander.com/en/bonus-terms

They then said that the terms are not on the website! If that's the case how could they possibly be valid?
I reviewed all of the terms available for the bonuses, but there was never any mention of the €300 cashout rule, as such the casino is acting in bad faith.

I attach screenshots showing all of the above.

Your assistance in this matter would be greatly appreciated.

Kind regards.

Disputed Casino Spinlander Casino

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

4 months 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 Spinlander 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.

Sleepy11

• Portugal

4 months ago

Hi there.
That's good.
Hopefully this can be resolved soon.

You have not been open and transparent about this term for all of the reasons I have outlined.

Should the AG team require anything further from me, please don't hesitate to ask.

Thank you

Spinlander Casino

• Representative

4 months ago

Dear AskGamblers Team,

We would like to inform you that we have just sent an email to support@askgamblers.com containing all the requested facts, evidence, and detailed explanations regarding the player's inquiries.

Should you require any further information, we are more than happy to provide them immediately.

Kind regards,
Spinlander Casino Team.

Sleepy11

• Portugal

4 months ago

Hi there.

I have received no such email.
And these terms are not referenced on the website anywhere.
As such I have not been informed of any specific rules in relation to any maximum cash out.

Please now reinstate my winnings and allow me to withdraw.

Kind regards.

Spinlander Casino Complaint Stats

Resolved 5 / 5

Avg. Amount $607

Avg. Complaint Duration 3 days

Avg. Response Time 17 hours

Spinlander Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 4 out of 4 complaints in this category have been resolved.

This operator's average complaint duration is 3 days, while the average duration across all operators is 8 days.

Spinlander Casino Complaints

See all complaints for this casino

Need help with pending withdrawal

I have been missing a payout of 500 euros since April 2. I have been waiting 10 days for this payment without any result. I do not have any active bonuses, and I am already verified.

I have been in contact with their live support, who referred me to email them. I have emailed the company three times without receiving any response. The chat support also refers to a queue system in their payout process; however, I made two withdrawals on the same day at the same time, and only one of them has been sent to me.

Resolved

€500

Withdrawal taking more than 8 days

I have a pending withdrawal that now has been ”pending” for more than 8 days. I have asked their live chat and only get the same generic answer. They even ask me to wait deliberately to mess with me only to give me the same answer.

I have also written an email without getting any information back.

My account is fully verified since a couple of weeks back.

Resolved

€80

Delayed withdrawal from January

I am filing this complaint because my withdrawal request at Spin Lander has been pending for 14 days now. I requested a payout of three times 500 € first one on 29.1.2026 but the funds have not been released.
I would like to highlight the following points:
Account fully verified: I have already passed the KYC verification process in the past and have successfully withdrawn funds before.
No bonuses involved: I played with my own deposited funds without any active bonus, so there are no wagering requirements to fulfill.
Misleading support: I have contacted live chat several times. Every time, they give me the same generic answer—that my request is being processed "in an orderly manner" or will be done "within one business day." Despite these promises, nothing has changed in two weeks.
It seems the casino is intentionally stalling the payment without any valid reason. I am asking the CasinoGuru team to intervene and help me get my rightful winnings.

Resolved

€1,500

Issue with second withdrawal

I submitted a second withdrawal on September 9th at 11:55 PM, but it still hasn't been processed.

The first withdrawal was quick and easy, and my account was fully verified.

For several days, I've been receiving only general responses that "financial procedures will be reviewed in due course," without providing a specific withdrawal date.

Please intervene and explain why my withdrawal isn't being processed according to the casino's terms and conditions

Resolved

€500