Spinoloco Casino - Os ganhos do jogador são confiscados e a conta é encerrada.

Subject: €16,500 winnings withheld at Spinoloco – despite fair play and complete documentation

Rating / Complaint:

I won €16,500 at Spinoloco in a completely fair and compliant manner – as part of a bonus offer whose terms and conditions I fully complied with. My entire gaming behavior during the bonus period is fully documented: all spins, bets, and bonuses are clearly recorded. I played transparently and with risk – even with higher bets after meeting the wagering requirements, which is by no means against the rules.

Customer support confirmed to me several times that my withdrawal had been reviewed and was in order. However, my account was suddenly and permanently blocked, and my winnings were confiscated without comment.

Reason?

Instead of clear information, I received only blanket references to vague terms and conditions such as "abusive behavior" or "non-entertainment use." To date, I have received no concrete explanation, no proof, and no comprehensible justification. Despite my repeated inquiries, I was simply promised that I would receive a detailed answer – to date, that hasn't happened.

What is particularly striking is that my deposit was transferred back to the original payment method, but my legally earned winnings of €16,500 were withheld – for no comprehensible reason whatsoever.

Conclusion:

This approach is unacceptable and appears arbitrary. Apparently, Spinoloco doesn't shy away from simply canceling large winnings as soon as things get serious, even when the game is proven to be fair. I will take legal action and contact the relevant gambling regulator at the same time.

Warning to all players: Anyone who wins at Spinoloco must expect withdrawals to be refused without reason and accounts to be blocked without trace – even if you follow all the rules and provide complete evidence.

My clear recommendation: Stay away from Spinoloco – absolutely dubious.

Betreff: 16.500 € Gewinn bei Spinoloco einbehalten – trotz fairen Spiels und vollständiger Dokumentation

Bewertung / Beschwerde:

Ich habe bei Spinoloco auf vollkommen faire und regelkonforme Weise 16.500 € gewonnen – im Rahmen eines Bonusangebots, dessen Bedingungen ich vollständig eingehalten habe. Mein gesamtes Spielverhalten während des Bonuszeitraums ist lückenlos dokumentiert: alle Spins, Einsätze und Boni sind nachvollziehbar aufgezeichnet. Ich habe transparent und mit Risiko gespielt – nach Erfüllung der Umsatzbedingungen auch mit höheren Einsätzen, was keinesfalls gegen die Regeln verstößt.

Vom Kundensupport wurde mir mehrfach bestätigt, dass meine Auszahlung geprüft und in Ordnung sei. Dennoch wurde mein Konto plötzlich und dauerhaft gesperrt, und mein Gewinn kommentarlos einbehalten.

Begründung?

Statt klarer Angaben erhielt ich nur pauschale Verweise auf vage AGB-Klauseln wie „missbräuchliches Verhalten" oder „nicht-unterhaltende Nutzung". Bis heute liegt keine konkrete Erklärung, kein Nachweis und keine nachvollziehbare Begründung vor. Auf meine mehrfache Nachfrage wurde mir lediglich versprochen, ich würde eine detaillierte Antwort erhalten – bis heute ist das nicht geschehen.

Besonders auffällig: Meine Einzahlung wurde auf das ursprüngliche Zahlungsmittel zurücküberwiesen, aber mein rechtmäßig erspielter Gewinn von 16.500 € wurde einbehalten – ohne jeden nachvollziehbaren Grund.

Fazit:

Dieses Vorgehen ist inakzeptabel und wirkt willkürlich. Offenbar schreckt Spinoloco nicht davor zurück, selbst bei nachweislich fairem Spielverhalten hohe Gewinne einfach zu stornieren, sobald es ernst wird. Ich werde rechtliche Schritte einleiten und mich parallel an die zuständige Glücksspielaufsicht wenden.

Warnung an alle Spieler: Wer bei Spinoloco gewinnt, muss damit rechnen, dass Auszahlungen grundlos verweigert und Konten ohne Nachvollziehbarkeit gesperrt werden – selbst wenn man alle Regeln einhält und vollständige Beweise vorlegt.

Meine klare Empfehlung: Finger weg von Spinoloco – absolut unseriös.

Dear Mesimesi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinoloco Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Has the deposit already been paid out to you?
• What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports)
• Which bonus have you played with? Do I understand correctly that you achieved most of your winnings after you continued playing after clearing the wagering requirements?
• Are you able to submit your gaming history relevant to the complaint? Send it to my email at tomas@casino.guru if possible.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello,

1.My deposit of 250 euros was simply transferred back.

2.

Eye of Storm - 20:35-20:38 -5 euros 3min

16x=80

Snoop Dog - 20:38-20:40 - 5 euros 2min

30x=150

Burning Chilli - 20:41-20:44 - 5 euros 3min

63x=315

Egypt God - 20:50-21:11 - 5 euros 21min

345x=1725

Big Bass - 21:12-21:13 - 5 euros 1min

21x=105

20 Burning - 21:13-21:21 - 5 euros 8min

155x=1550

Elvis Frog - 21:21-21:27 - 5 euros 6min

94x=470

Shining Crown - 21:28-21:30 - 5 euros 2min

5x=25

Mummyland - 21:31-21:50 - 5 euros 19min

361x=1805

Valley of God2 -21:51-22:07 - 5 euros 16min

193x=965

Valley of God - 22:08-22:14 - 5 euros 6min

78x=390

Valley of God2 -22:14-22:17 - 5 euros 3min

25x=125

Valley of God -22:17-22:31 - 5 euros 14min

257x=1285

20 Burning - 22:31-22:39 - 5 euros 8min

175x=875

Book of Monster - 22:40-22:43 - 5Euro3min

30x=150

Golden Kiwi - 22:44-22:46 - 5 euros 2 min

47x=235

Fiert Fruit frenz- 22:47-22:48 - 5 Euro 1min

42y=210

Wild Wild Jokar - 22:49-22:52 - 5 euros 3min

55x=275

Hot Slot 777- 22:53-22:59 - 5 euros 6min

69x=345

Indian Advent -23:00-23:01 - 5 euros 1min

28x=140

Guardians - 23:02 - 23:05 - 3 euros 1min

30x=150

Alice in Wonderland - 23:06-23:17 5 Euro 11min

171x=855

Valley of God2 - 23:18-23:21 - 5 euros 3min

46x=230

Lucky Ox - 23:21-23:24 - 5 euros 3min

41x=205

Sugar Bomb - 23:25-23:26 - 5 euros 1min

9x=45

Wild wildebeest- 23:28-23:29 - 4.80 Euro1m

23x=115

Floating Dragol - 23:30-23:37 - 5 euros 7min

26x=130

John Hunter - 23:39-23:43 - 5 euros 4min

76x=380

All Star Fruit -23:44-23:47 - 5 euros 3min

77x=385

Golden Ark- 23:48-23:55 - 5 euros 7min

110x=550

Ancient -23:56-23:58 -5 Euro 2min

21x=105

Escape the Py-23:58-23:59 - 5 euros 1min

14x=70

Ancient - 23:57-23:57 - 5 euros

4x=20

Escape the Py- 00:00-00:01 - 5 euros

13x=65

Alice in Wonderland - 00:02-00:29 - 5 Euro 27min

494x=2470

Great Rhino- 00:29-00:38 -4.8 euros 9min

100x=500

3. I initially received a 100% bonus on my deposit, as well as free spins. However, I didn't activate the free spins. The games listed above are the ones I used to fulfill my wagering requirements of approximately €14,000. A maximum of €5 per spin

Best regards

Hallo,

1.Es wurde lediglich meine Einzahlung in Höhe von 250 Euro wieder zurücküberwiesen.

2.

Eye of Storm - 20:35-20:38 -5 Euro 3min

16x=80

Snoop Dog - 20:38-20:40 - 5 Euro 2min

30x=150

Burning Chilli - 20:41-20:44 - 5 Euro 3min

63x=315

Egypt God - 20:50-21:11 - 5 Euro 21min

345x=1725

Big Bass - 21:12-21:13- 5 Euro 1min

21x=105

20 Burning - 21:13-21:21 - 5 Euro 8min

155x=1550

Elvis Frog - 21:21-21:27 - 5 Euro 6min

94x=470

Shining Crown - 21:28-21:30 - 5 Euro 2min

5x=25

Mummyland - 21:31-21:50 - 5 Euro 19min

361x=1805

Valley of God2 -21:51-22:07 - 5 Euro 16min

193x=965

Valley of God - 22:08-22:14 - 5 Euro 6min

78x=390

Valley of God2 -22:14-22:17 - 5 Euro 3min

25x=125

Valley of God -22:17-22:31 - 5 Euro 14min

257x=1285

20 Burning - 22:31-22:39 - 5 Euro 8min

175x=875

Book of Monster- 22:40-22:43 - 5Euro3min

30x=150

Golden Kiwi - 22:44-22:46 - 5 Euro 2 min

47x=235

Fiert Fruit frenz- 22:47-22:48 - 5 Euro 1min

42y=210

Wild Wild Jokar - 22:49-22:52 - 5 Euro 3min

55x=275

Hot Slot 777- 22:53-22:59 - 5 Euro 6min

69x=345

Indian Adven -23:00-23:01 - 5 Euro 1min

28x=140

Guardians - 23:02- 23:05 - 3 Euro 1min

30x=150

Alice im wunder- 23:06-23:17 5 Euro 11min

171x=855

Valley of God2 - 23:18-23:21 - 5 Euro 3min

46x=230

Lucky Ox - 23:21-23:24 - 5 Euro 3min

41x=205

Sugar Bomb - 23:25-23:26 - 5 Euro 1min

9x=45

Wild wildebeest- 23:28-23:29 - 4,80 Euro1m

23x=115

Floating Dragol - 23:30-23:37 - 5 Euro 7min

26x=130

John Hunter - 23:39-23:43 - 5 Euro 4min

76x=380

All Star Fruit -23:44-23:47 - 5 Euro 3min

77x=385

Golden Ark- 23:48-23:55 - 5 Euro 7min

110x=550

Ancient -23:56-23:58 -5 Euro 2min

21x=105

Escape the Py-23:58-23:59 - 5 Euro 1min

14x=70

Ancient - 23:57-23:57 - 5 Euro

4x=20

Escape the Py- 00:00-00:01 - 5 Euro

13x=65

Alice im - 00:02-00:29 - 5 Euro 27min

494x=2470

Great Rhino- 00:29-00:38 -4,8 Euro 9min

100x=500

3.Ich habe am Anfang ein 100% Bonus auf meine Einzahlung erhalten sowie Freispiele. Die Freispiele hab ich aber nicht aktiviert. Die Spiele die oben aufgelistet waren sind die Spiele die ich für die Erfüllung meiner Unsatzbedingungen ca~14000 Euro verwendet hab. Maximal 5 Euro pro Spin

Liebe Grüße

Thanks for your reply.

• Could you please specify how much your winnings were immediately after your bonus winnings were converted to bonus money, to your knowledge?
• Do I understand correctly that with the accumulated winnings, you continued to play and achieved the winnings specified in the complaint?
• Have you played the same games before and after the bonus wagering was complete?

Please let me know.

1. I think around 5000 euros.
2. I played with the bonus money up to a maximum of 5 euros. After meeting my wagering requirements, I increased my stake and won.
3. I only played the games shown in the list.

1. ich glaube ca 5000 Euro ca.
2. ich mit dem Bonus Geld auf maximal 5 Euro gespielt. Nachdem ich meine Unsatzbedingungen erfüllt hab hab ich mein Einsatz erhöht und gewonnen.
3. Ich hab nur die Spiele gespielt die in der Liste aufgezeigt sind .

Thank you very much, Mesimesi, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Mesimesi,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mesimesi,

I can confirm that the casino team contacted me via email at the end of last week with an explanation. I have responded and am now awaiting further information, including evidence. Once our communication is concluded, I will inform you of the outcome. Thank you very much for your patience.

For now, I am extending the timer for the casino team by 7 days.

I have not heard back from the casino. We would like to ask the casino to reply to this complaint.

Dear Mesimesi,

The casino has requested more time, so I’m extending the timer by 7 days.

Dear Mesimesi

Just to keep you updated our communication with the casino team is almost at an end. I will let you know if anything changes but at this point it seems the case will have to be closed as unresolved as they are not willing to share any specific details with us.

I have received a response very similar to what you were given again without any clear explanation or evidence that would allow us to verify their decision.

Thank you for your patience throughout this process. I will keep you informed if anything new comes up.

Dear Mesimesi,

I am very sorry, but since the casino team has refused to provide us with any details, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Mesimesi,

I’ve been informed by the casino team that your winnings will be credited shortly. Could you please confirm once the funds have been received?

How does the casino plan to credit the winnings? How do they suddenly appear? And will 100% of the winnings be paid out?

Wie will das Casino die Gewinne gutschreiben? Wie kommen die plötzlich dazu? Und werden 100% der Gewinne ausgezahlt?

Dear Mesimesi,

I was informed in general that your winnings should be credited back. There was no mention of any specific limit, so we’ll have to wait and see how things turn out.

As for what changed, to be honest, I am not completely sure. It often happens that once a complaint is closed on our side, it can be the moment when things finally start moving.

Please let me know if you receive any updates. I’ll do the same from my side.

Thank you! I'll let you know. What exactly was the casino's wording? What exactly did they say and when?

Danke! Ich werde Sie informieren. Wie genau lautete denn der Wortlaut des Casinos? Was genau haben die wann gesagt?

I haven't heard anything about the casino yet.

Ich hab noch nichts von dem Casino gehört..

Hello???

Hallo???

Hi,

They have informed me that your account will be reopened and the winnings will be credited back. The message was quite general, but to me, it sounds like the full amount of your winnings will be returned.

We’ll see, hopefully everything will be resolved to your satisfaction.

I’ve extended the timer by 7 days. Please let us know if there are any updates.

The casino made an offer to save time and avoid legal proceedings. 7,800 euros spread over three months. That just shows me that I was in the right all along. I've now signed the contract. Better than nothing. Now I just hope to get the money.

Das Casino hat ein Angebot gemacht um sich zeit und rechtliche Wege zu sparen. 7800 Euro aufgeteilt auf 3 Monate. Das zeigt mir eigentlich nur das ich die ganze Zeit im recht war. Ich hab den Vertrag jetzt unterschrieben. Besser als nichts. Jetzt hoffe ich nur noch das Geld auch noch zu bekommen.

Dear Mesimesi,

I respect your decision accepting it.

Please let me know once you’ve received the promised amount.

Thank you.

The casino asked me to mark the case as closed. Then they would unlock my account. Could you please do that? If anything goes wrong, I'll contact you again and let you know.

Das Casino hat mich gebeten den Fall als erledigt zu betrachten zu markieren. Denn dann würden die mein Account freischalten. Könnt ihr es bitte machen? Wenn was schief geht würde ich nochmal auf euch zu kommen und es euch mitteilen.

Dear Mesimesi,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards, Jozef