Need For Spin Casino - プレイヤーの賞金は没収されました。

• I accepted a €72.94 wager-free bonus with a €700 withdrawal limit.

• I won and withdrew €1,500. NeedForSpin sent €500 and returned €800 to my balance, applying the €700 bonus cap. That bonus was now finished.

• I never received the remaining €200, and no explanation was given.

• I then deposited €20 of my own money and used it with the €800 returned balance.

• I won €3,766.51 through regular gameplay, with no bonus active.

• The transaction was marked "Completed" and labeled as a "Correction" by the casino on April 4 — but the money was never paid out.

• Support is now falsely claiming the winnings were from a bonus — even though that bonus was already settled and closed.

• The casino has stopped replying to all my messages, including to their support and KYC team.

This is a clear violation of their own terms and fair gaming rules. I have full proof of this case, including:

• Screenshots of the balance and transaction

• Emails with their support and KYC team

• Game and bonus history

I am requesting Casino Guru’s help to recover my full winnings of €3,766.51.

Dear Amiri1923,

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

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

• Kindly share supporting evidence here in the form of screenshots.
• Alternatively, send evidence to my email at [email protected]

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 Tomas,

Thank you again for your help.

I would like to clarify an important detail that proves my winnings were from real money, not bonus funds:

• After the €1,500 withdrawal, the casino returned €800 to my account.

• I played with that €800 and lost almost all of it — I had only about €1 left.

• Then I made a new deposit of €20, and from that fresh deposit, I played and won €3,766.51.

• There was no active bonus at that time. The original bonus was already settled and closed.

• The win was marked as "Completed" by the casino but then confiscated without proper reason.

So my big win came directly from real money play, not from any bonus or bonus balance. Their argument that this was tied to the original bonus is false, and I believe this is a clear violation of fair gaming terms.

I am respectfully requesting that NeedForSpin pay out the full amount of €3,766.51.

Please find attached the screenshots of:

• My €20 deposit

• My balance history

• The €3,766.51 win

• All communication with the casino

Let me know if you need anything else.

Sincerely,

Amir ****

Dear Tomas,

We would like to provide clarification regarding the actions taken in this case.

On March 26, the user claimed a bonus of €72.94 with a €700 max withdrawal limit. The user played on the bonus winnings, made multiple withdrawal requests, and later canceled them.

On March 30, the user made a €20 deposit, which was used entirely in a single game session ("John Hunter and the Tomb of the Scarab Queen"). The session started with a balance of €720.94 (including the deposit) and ended at €692.34, confirming the deposit was fully used and lost before any correction was applied.

On April 1, a correction of €800 was applied, bringing the balance to €700 in line with the bonus cap. The user continued playing and, on April 4, his withdrawal of €500 was successfully completed.

At that point, the user had €3966.51 in their balance. A final correction of €3766.51 was applied, leaving €200, which the user continued to play and lost through gameplay, resulting in a final balance of €0.

Conclusion:

• The €20 deposit was lost before any correction and is not connected to the winnings.
• €500 was paid to the user.
• The remaining €200 post-correction was used and lost by the user in gameplay.
• All actions were consistent with the bonus terms and fair play rules.
• 
  

We have also emailed you additional details that may help clarify the case further. If any questions remain, we are open and willing to provide further assistance.

Kind regards,

Need For Spin Casino Representative

Follow-Up: Strong Evidence That My Win Was Legitimate

Dear Tomas,

Thank you for your continued support. I would like to explain a few more important points that clearly show how the casino is now using the bonus terms as an excuse — even though they had already enforced the €700 limit earlier:

1. Mixed Balance – My Own Money and Returned Bonus Funds

After they returned €800 from the canceled €1,500 withdrawal, I continued playing and later deposited €20 of my own money. I mixed that deposit with the returned funds and played honestly. This means my winnings came from both bonus returns and my real deposit, and I had no active bonus.

2. Why Was Only €500 Paid from the €1,500 Withdrawal?

If the bonus limit was €700, they should have just paid out €700. But instead, they paid only €500 and returned €800 to my account. Why did they do that? If the cap was €700, then €700 should have been completed — not €500. This shows they were not clear or consistent with the enforcement of the bonus terms.

3. Their Own VIP Agent Said I Could Withdraw Multiple Times

When I asked Julia (VIP support) if I could now make three withdrawals of €500 each, she said yes. That means the casino had confirmed my account was no longer restricted to a bonus limit. If that wasn’t the case, they should have said no.

4. Why Was €3,766.51 Marked as "Completed" If It Was Bonus-Related?

They only applied the "correction" after the win was processed. That shows the win passed their system’s checks — and only after I made the withdrawal, they tried to reverse it manually. That is not fair and goes against transparency and trust.

5. They’re Now Using the Bonus Cap as an Excuse

Their argument today is just an excuse to avoid paying a real win. They already enforced the €700 limit and settled the bonus. Then they allowed me to play, deposit, and win again — and only when I won big, they tried to use the bonus terms a second time. That’s not acceptable.

I played fairly, mixed my deposit with returned balance, and followed all rules. I believe I have the right to receive my full win of €3,766.51 to my bank account.

Thank you again for standing with me and helping to push for fairness.

Sincerely,

Amir Iseni

and one more I fore I have deposited 5000 euro in one week they have to show respect to player like me who’s playing bigger but they didn’t showed any respect they just want to steal the money and that’s why I’m will never accept they’re excuses before they paid what is mine thank u again!

And I believe and I’m very sure that 72 euro she add it was my cash back coz I have played around 700 euro that week .! I have played in many many casino the cash back money is always your real money is has nothing to do with any bonus any wager ! But this NeedForSpin casino I think they just stealing from every side they just want steal from everything .

Thanks to both parties for your explanation and point of view.

I went over the timeline several times. I apologize for any delay.

Could you please explain what your intention was when depositing 20€ on top of your bonus balance?

Were all of your funds locked in the withdrawal request at the time? Do I understand correctly that the withdrawal request at that time was for 1500€?

Why does the casino claim you continued to play with a balance of 720€? Is that accurate from your point of view?

Please let me know.

Dear Tomas,

Thank you again for your time and for reviewing my case carefully.

I would like to explain the situation very clearly from my side:

After the casino returned €800 to my balance (from the cancelled €1,500 withdrawal), I deposited €20 and continued playing. My own deposit and the returned money were mixed together in my balance. I played with that total amount — sometimes I went up, sometimes down — just normal gameplay.

Eventually, I managed to win and made a withdrawal request for €1,500. At that time, my account also had €2,266 remaining in the balance.

Later, when I logged in, I saw that my withdrawal request was canceled, my balance was set to 0, and the entire amount was gone — both the €1,500 withdrawal and the €2,266 in the account. That’s €3,766 in total that disappeared.

This is what really happened. I used real money and returned funds together, I played fairly, and I believe the casino had no right to confiscate those winnings.

Thank you again for standing up for fairness and for trying to help resolve this.

• I deposited €20 to continue playing with what I believed was now a real, normal balance.

• The €800 was returned by the casino — not from bonus, but from the canceled withdrawal.

• If the cap was really €700, then they shouldn’t have returned €800 — this was misleading.

• I played fairly, mixed my own deposit and balance, and I believe the winnings are legitimate.

I hope this clears up my side fully. Thank you again for your support and fair review.

Thank you very much, Amiri1923, for providing the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]), 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.

Hello Amiri1923,

I have reviewed your case and will do my best to help you.

Dear Need For Spin Casino,

For us to be able to assess the situation properly, It would be very helpful if you could provide the player's full transaction and game/bonus history so we can see how and when the winnings have been accumulated, the limits applied and withdrawals requested/cancelled.

Can you please provide the relevant supporting evidence to my email, [email protected] ?

Kind regards,

Adam

Dear Adam,

Thank you for your support and for requesting the full records from the casino. I will gladly provide any additional information if needed. I appreciate your help and look forward to your update.

Best regards,

Amir I****

Dear Need For Spin Casino,

Thank you for the additional information you have provided to me via email. Can I ask you to please clarify the wagering requirements of the bonus, and the balance of the player at the point the wagering requirements were completed?

Kind regards,

Adam

Dear Adam,

The client has received a bonus of 72,94 EUR with the wager x0 and maximal withdrawal  700 EUR.

Kind Regards

Need For Spin Casino Representative

Dear Adam,

Thank you again for your help.

I would like to point out a very important issue that still hasn’t been explained by the casino:

If the bonus had a €700 withdrawal cap, then why did they:

1. Approve only €500 of my €1,500 withdrawal,

2. Then return €800 to my balance instead of simply paying me the remaining €200,

3. And still say I had a limit of only €700?

If the bonus was finished and the €700 cap was being enforced, they should have just paid €500 + €200 = €700, not returned money to me to play more. That is misleading and unfair.

By returning €800 to my balance, they made it look like I was free to play with real money again. I also deposited €20 after that, and I used both the returned funds and my own deposit to play and win €3,766.51.

So now they are calling it all "bonus money" again — even though the cap had already been applied and no bonus was active anymore. It feels like they are using the bonus rule just to avoid paying out my win.

I hope this helps clarify my point. Thank you for your support.

Kind regards,

Amir I****

Dear Adam,

I believe the situation is simple:

• I received a bonus with a €700 max withdrawal limit.

• I requested €1,500 withdrawal.

• The casino paid €500 and confiscated €200 — that means the €700 bonus limit was completed.

• But then they returned €800 to my balance — why, if the bonus was already settled?

After that, I deposited €20 and continued playing. My deposit and the returned funds were mixed — that’s when I won €3,766.51.

Now they are trying to say the win came from the bonus, but the bonus was already finished when they enforced the cap.

So this €3,766.51 was won with real gameplay — not bonus money.

Thank you again for your help.

Best regards,

Amir I****

Dear Amir,

The casino has provided evidence that shows you have made multiple requests for withdrawals during the use of the bonus, and then repeatedly canceled them. Can you please clarify why this is the case?

I also have not been able to find any return to your balance in the amount of €800 as you have stated, can you please explain on which date this occurred?

Kind regards,

Adam

Dear Adam,

Thank you for your message.

Yes, it’s true that I made several withdrawal requests and then canceled them. The reason is simple — I changed my mind and decided to continue playing, as many players do.

Regarding the €800 — this was returned to my account on 2025-04-01 (marked as a correction). Even though it was called a correction, it was clearly a return of funds to my balance after the €1,500 withdrawal was canceled. I had €2266 in my balance at that point.

I continued playing using that €800 together with my own €20 deposit, which I made right after. My balance went up and down during gameplay, and eventually I won €3,766.51 — which I then tried to withdraw.

To me, this money was not bonus funds anymore. The €700 withdrawal limit had already been applied when they paid €500 and confiscated €200. So this win should be treated as real gameplay winnings, not tied to the original bonus.

I appreciate your time and help in reviewing this case.

Best regards,

Amir I****

Hello Amir,

As I can see from the histories provided, this correction was indeed an amount removed from your balance, not returned to it, and the balance after these corrections was left as €200.

I am still discussing the case further with the casino via email and will post further when I receive the additional information I have requested.

Kind regards,

Adam

Dear Adam,

Thank you for your reply.

I would like to confirm 100% that after my €1,500 withdrawal request, the following happened:

• €500 was approved and paid to me.

• €200 was removed from the balance (correction).

• €800 was added to my playable balance — it was never removed.

• After that, I also deposited €20 of my own money and continued playing.

If the €800 had been removed, I would not have been able to continue playing.

But I did continue playing, winning and losing, with both the €800 and my €20 deposit.

This proves clearly that the €800 was present and playable in my account.

If NeedForSpin Casino says otherwise, they should provide full evidence showing the full transaction and gameplay history step-by-step — because the truth is very clear.

My €20 deposit mixed with the €800 balance, and I generated the winnings legitimately.

Thank you very much for your help and for checking everything carefully.

Best regards,

Amir I*****

Hello Amir,

I have reviewed this case thoroughly once more.

The evidence shows that you have wagered the bonus and requested multiple withdrawals, which you later canceled whenever your balance became low.

On 30/03/2025 at 9.18 you made a deposit of EUR20 on top of your bonus balance which stood at EUR 700 at this point. Why you have decided to make a deposit at this time remains unclear. You also had multiple pending withdrawal requests at this time.

You then continued to play with this mixed balance until the balance finally reached 0.00 at 16.37 on 31/03/2025. Consequently, I do not believe that you can claim any winnings were accumulated with this deposit.

At this point, you have again canceled pending withdrawals to enable further play, and this is when the first corrections have been applied, removing EUR800 and leaving you with a balance of EUR700 - the maximum amount that can be received from the bonus. You have then played this remaining balance down, requesting and canceling withdrawals as the balance rose and fell, and completing a withdrawal of EUR 500 on 04/04/2025.

You continued to play with the outstanding amount and eventually achieved a balance of EUR 3966.51, when a further correction was applied leaving a balance of EUR 200 (as EUR 500 had already been received from the bonus.) Again this remaining balance was played down to 0.00.

Usually, we would consider a bonus to be concluded when any wagering requirements are completed, and all restrictions/caps/limits should be applied at this time. Any further play should be considered unrestricted play with real money.

However, this bonus was a "no wagering" bonus, meaning there were no requirements to complete, the only stipulation being that you can receive a maximum of EUR 700 from this bonus.

I do believe that the way this bonus is set up could be more user-friendly, and that further play should be prevented once the maximum cashout amount is reached, to avoid possible confusion. Additionally, the fact that a player is able to deposit on top of an active bonus could also cause many issues.

That being said, in this particular case I do not believe that your claims of accumulating the winnings from real money play are justified, as your deposit was clearly lost and you used multiple canceled withdrawal amounts to repeatedly top up your bonus balance and continue playing thereafter.

The evidence provided by the casino is sufficient to support their version of events, and consequently I am unable to assist you any further with this case . The complaint will be rejected.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam