Spinanga Casino - ボーナスのキャンセルでプレイヤーが混乱に直面。

On 21 April 2025 i made a deposit of 300E on a 100% bonus offer.So i started playing with 600E.After a few hours of playing slots i had a final amount of 700E.I decided to cancell the bonus offer(300E) and at the same time all the money disappear.Isn't the deposit ammount independent of the bonus offer amount?I tried to read the terms and i also communicated with live chat, but in fact i made no sense from the whole situation.(I thought that cancelling bonus offer, would remain 400E that could be withdrawn.Am i wrong?).Could you please help me?

PS. Finally casino returned to me the amount of 700E, but they claim that i have to use it as a whole...

Dear Christos_min,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Bonus Terms, and this is what I found:

7.11 You will first wager your Real Money Balance. Once the Real Money Balance is fully wagered, you will start wagering your Bonus Balance.

7.13 Customers attempting to withdraw funds before the wagering requirements are met will have their bonus balance and all winnings derived therefrom voided.

7.14 Once the full wagering requirement is met, the respective bonus funds and any derived winnings will be released in the real money wallet and will be available to withdraw according to our withdrawal rules.

Please note that once gameplay begins with an active bonus, the entire balance becomes subject to the associated wagering requirements. If the bonus is cancelled before meeting these requirements, the casino may be entitled to void any winnings accrued during bonus play.

Am I correct in understanding that the casino restored your balance to the €700 you had before cancelling the bonus? Have you continued playing with this balance since then?

I hope we’ll be able to assist you in resolving this matter soon. Thank you in advance for your reply.

Best regards,

Veronika

Thank you for replying.I had already read the terms, but i cannot define some points, in fact don't make sense to me.So let me set it with a couple of questions, if you could answer them to me.

Question 1: According to terms, if a put X euros (on a 100% bonus offer), i cannot make ΑΝΥ withdraw unless the amount of money becomes X*40(40 is the multiplier needed so the bonus is given to the player)?

Question 2 :(similar to 1st question).I put X euros (on a 100% bonus offer), so i begin with 2x euros.If i wager JUST 1 euro(or the minimum bet) and then stop and request my initial deposit back(x euros).Can i take it back or from the moment i decided to wager i need to reach x*40?

My case : I deposited 300E and began with 600E.I never dropped down from 300E and some time that i had 700E, i denied the bonus offer, in order to get 400E(thinking that, from the moment i didn't touch the bonus, i had the right to do so).My whole money disappeared and then was regiven to me, but with no possibility to withdraw anything.

I am very sorry to provide you with these amounts of questions, but i thought that if you don't touch/use bonus offer you can denied it and continue.Maybe i am wrong that's why i am asking for your advice/eperience.

After that i continued playing loosig all the money.

Thank you for your response.

I can answer your questions, but first let me ask this: When you activated the 100% bonus, did you see your entire balance (deposit + bonus) in the real balance section or in the bonus balance section in your casino profile? If your entire balance is transferred into the bonus balance, then the entire amount is considered bonus funds. Therefore, if you started wagering and subsequently cancelled the bonus, all the winnings you achieved as well as the 100% bonus amount you received would be forfeited.

If you then wanted to withdraw the remaining funds, you would also have to wager the deposit amount to meet the AML (anti-money laundering) requirements in accordance with the Terms and Conditions:

6.8 Minimum funds rollover before a withdrawal is x1 (one). If the wager of the funds (the amount of placed bets) is less than the deposit amount, we reserve the right to cancel all winnings and keep the commission of 10% (ten percent) (but not less than 0.50 EUR (fifty cents) of the amount of the last deposit) as payment expenses, and the 15% (fifteen percent) commission if your account balance has been charged with a bank card or bank transfer.

Now, based on the terms you sent earlier, it seems that after accepting the 100% bonus, your full balance—€300 deposit and €300 bonus—became subject to the 40x wagering requirement, resulting in a total wagering requirement of €600 x 40 = €24,000. This is common for matched bonuses, as both the deposit and bonus are typically locked into the bonus system until the full wagering is completed.

It’s important to note that once gameplay begins with a bonus active, even cancelling the bonus later doesn’t automatically return your balance to a "real money" state. The bonus structure often treats the full balance as restricted, meaning that cancelling it during wagering can result in forfeiting both the bonus and associated winnings. It appears the casino still returned €700 as a gesture of goodwill, which suggests they tried to partially mitigate the loss, although the full balance was not eligible for withdrawal under the terms.

Also, as mentioned, even if the bonus wasn’t fully triggered—because your real money balance remained untouched—the casino may still require the deposited amount to be wagered at least once, in line with AML policies. This prevents players from using casinos as a transaction channel without real gameplay.

To avoid similar issues in the future, we recommend always reading the full bonus terms carefully before playing. Many casinos also display a warning when a player attempts to cancel an active bonus. If anything is unclear, don’t hesitate to contact the casino's support team—they should be able to confirm how balances are treated and what conditions apply to cancellation and withdrawals.

I hope this explanation helps clarify the situation. If you need anything else, we’re here to help.

Thank you for writing this very detailed answer.I can't remember if i saw my entire balance (deposit + bonus) in the real balance section or in the bonus balance section.i suppose i didn't have a good knowledge of bonus terms or i should have been more careful with bonuses.

Thanks again!

Dear Christos_min,

Since the casino restored your balance and you have acknowledged that the funds were eventually lost through regular gameplay, we regret to inform you that we are unable to assist you further in this matter. As the disputed amount is no longer available and was not withheld by the casino, there is no actionable issue we can pursue at this point. For this reason, we are now closing the complaint.

Should you encounter any other issues or have further questions in the future, please feel free to reach out.

Best regards,

Veronika

Casino.Guru Team