SpinJo Casino - O levantamento dos prémios dos jogadores está atrasado.

I am providing additional, critical evidence showing that Spinjo Casino is actively fabricating rules and contradicting itself to avoid paying out my 650 NZD withdrawal.

My initial withdrawal request of 650 NZD on 13 July 2026 was rejected (Evidence Attached).When questioning this via live chat, an agent named 'Ace' claimed that I violated the terms because 'the maximum allowed bet limit was 7.5 NZD' (Evidence Attached).However, looking directly at Spinjo's own Terms and Conditions under Clause 11.7, the number 75 NZD is listed exclusively as a total winnings cap for no-deposit bonuses (Evidence Attached). There is no mention of a 7.5 NZD betting limit.

The casino's support team is completely changing their narrative depending on who we speak to, mixing up distinct clauses, and inventing fake numbers on the spot. They still refuse to provide any actual server logs showing my itemized spins. I request that the investigator order Spinjo to produce my unedited account game history to settle this dispute.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear tb01,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear tb01,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi,

I think there may be a misunderstanding about my complaint. This is not a delayed withdrawal.

Spinjo has informed me that they are refusing to pay my balance because they allege there has been a "breach of betting rules." They are not simply processing or delaying my withdrawal—they are withholding/confiscating my funds based on this allegation.

The issue I am asking you to review is whether Spinjo's decision to confiscate my funds under their betting rules is fair and supported by evidence, not whether my withdrawal is still pending.

Please let me know if you need me to provide the emails or messages from Spinjo explaining their decision.

Thank you.

Thank you for the clarification. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

"2.2. The maximum bet while wagering is 5 EUR, 5 USD, 7.5 CAD, 7.5 AUD, 7.5 NZD, 50 NOK, 100 ZAR, or the equivalent in other currencies, unless otherwise specified. For cryptocurrency bets, the maximum bet is determined by the crypto equivalent of 5 EUR at the time the bet is placed, based on the exchange rate provided by Coinbase Converter. Players are advised to check the exchange rate at the time of betting for accuracy. The maximum bet limit applies to all wagers, including those placed after doubling a bet following a completed game round or during bonus rounds purchased within a game. Violating this rule will result in the forfeiture of all winnings derived from the bonus."

Our position is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is jean.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.