Spinbookie Casino - プレイヤーの引き出しは没収されました。

I made a deposit of 1000;- NOK with a casino bonus. After completed wagering, my balance was 5000,-

from that point, i continued to pay with real money balance, and won on sportsbetting and some slots and my balance grew to 23000,- NOK.

All my documents are approved, and KYC completed.

after trying to make a withdrawal, my withdraw was rejected, and 15000 taken from my balance.

Spinbookie support refer to this therm:

We have adjusted your balance accordingly, in order to reflect the maximum amount of winnings possible from the bonus you claimed.

According to the following Term: 

58.3.3 All Freespins, Freebets, Bonus Chips, are valid for a period of 7 days from the time when they are credited to the players’ account. After the period of 7 days the aforementioned promotional materials expire and are not claimable or refundable. Max winnings from Cashback / Loyalty Bonus are limited to five (5x) times the initial amount of Cashback Bonus given. Any winnings above that will be forfeited. Max winnings from season/special promotions (including, but not limited to, Christmas Bonuses, Easter Bonuses, Halloween Bonuses) for 200% and above Bonus threshold, are limited to four (4x) times the initial deposit amount. Max winnings for bonuses between 150% - 199% Bonus threshold, are limited to eight (8x) times the initial deposit amount. Max winnings for bonuses between 120% - 149% threshold, are limited to ten (10x) times the initial deposit amount. Max winnings for bonuses between 100% - 119% threshold, are limited to fifteen (15x) times the initial deposit amount. Max winnings for bonuses between 25% - 99% threshold, are limited to twenty (20x) times the initial deposit amount. Any winnings above that limits will be forfeited.

After wagering was complete, I only won 5 times the initial deposit, before the rest of my winnings came from playing with real money balance.

Spinbookie says their decision is final, so i need help!

I see on other forums, that this casino has tried to avoid paying out winnings to other players, using this same tactic.

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 Daluckychris,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Spinbookie Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please share a link for the bonus you have taken?
• How long have you been a player at this casino?
• Have you passed the KYC verification, please?
• Have you ever had any successful withdrawal at this casino, please?

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

Best regards,

Katarina

The bonus was a 150% deposit bonus, with a max win of 8 times the initial deposit. it was an offer i got on email, so i have no link.

I registered at this casino in 2022.

I have passed KYC and all other documents needed.

I have never made a withdrawal.

They claim i breached the terms by winning over 8 times the initial deposit, but after i was done wagering and bonus balance became real money balance, i only had 5000,- the rest i won mostly on sportsbetting.

i should be able to play without concern when the balance is real money.

Dear Daluckychris,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I have emailed you now.

Thank you!

Hello there,

Thank you Daluckychris for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinbookie Casino for their help in resolving this complaint. We would like to know why the player's withdrawal was confiscated and what we can do to help resolve this issue.

Thank you!

Hi guys, just to let you know that I have forwarded this complain to the relevant department and will get back to you as soon as possible.

Regards,

Spinbookie

Hi again,

We have checked this internally and received the following information:

The user received a "150% Casino Reload" bonus on 24/10/2025 following a deposit of NOK 1,000.00, and proceeded to wager it. Upon withdrawal, in accordance with the website's term 58.3.3 (https://spinbookie.io/templates/terms_and_conditions), we proceeded to remove winnings that exceeded the maximum amount of 8x, as stipulated by the term, and the user withdrew NOK 8,000.00.

Regards,

Spinbookie

Yes i wagered the bonus, and when i was finished with wagering, the bonus balance was converted to real money balance, and was only 5000,- So, 5 times the initial deposit.

I then placed the 5000,- real money balance on sportsbetting, and won the rest of my balance from that.

So i have not won over the limit from using the bonus.

I could not use a casino bous on sportbetting, so it makes no sense that i should think that this term is relevant when i am finished with wagering, and playing from a real money balance.

does is state that i have to make a withdrawal after finishing wager?

A real money balance usually means that it can be withdrawed, or used without any terms.

If this casino/bookmakers want to have a better rating, they should treat their customers fairly.

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 Daluckychris,

I have tried to contact the Spinbookie Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.cw) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter