Spinia— player complaints: 84 in English

Bonus of EUR 50 never added to my balance on 23-07-2022. I added EUR 50 on 23-22-2022 and based on my game history only used that EUR 50 and won 1x EUR 4,0 and did get credited that but never the EUR 50 because my remaning balance should have been EUR 50,16 with bonus but my balance is only eur 0,16

I signed up to Spinia in April 2021. There was a lucrative-seeming promotion I wanted to participate in, so I deposited the required €100 and began on the required wagering, wagering €4020 in €5 spins on a game called Goldilocks. All of this adhered to the terms and conditions - I was careful to adhere to these because I've heard stories about casinos penalising players and confiscating winnings for not doing so. I read the terms and conditions thoroughly. After I had finished betting I had a win of €3410.80 on my account and obviously I was elated. I was so proud and happy. I then set about satisfying all their verification requirements, sending my proof of address, ID, etc, expecting of course them to pay out the win eventually. Then, after going through all that I receive this email on Jan 27th 2022: Dear player, The security department was forced to close your account and confiscate your winnings due to the following reason: VERIFICATION FAILED As stated in our Terms and Conditions, the player has two weeks to complete the verification: We are operating by the Terms and Conditions that can be viewed here: https://www.spinia.com/terms-and-conditions In case if the player refuses to proceed with the verification, or failed to complete it within 2 weeks after the first request has been sent, the casino reserves the right to close the account and confiscate the balance. Best regards, Casino Support Team To be clear, I did not "refuse" to proceed with verification - I was literally doing so. This email came completely out of the blue, *after* I had sent them plenty of documents, and was still willing to send them more. Is this a reasonable excuse for closing an account? I don't think it can be. Can you intervene on my behalf please? They wont listen to me. Please just tell them I am happy to send whatever documents they want / do whatever they want, if there's a reasonable chance of them actually paying me my money!

I was charged 20 euro but the transaction was rejected

23th november i did not get my cashout instant.. IImmiditaly contacted support that is was not normal. I have been al loyaal vip player for many years... I know when something is wrong and not going well.. I know how it Works. Support told me not to worry because it would be by bank transfer up to 5 days? Yeah right sure... please give someone the right information.. it was bybrite and that is not 5 days.. but sure i will wait. Then i did 2 other cashouts... you can guess also not instant. I had to contact many many times before a case starten. [EDIT] Because i was right.. Untill today i did not get a right answer what happend or what is going on and what the waiting time is.. Yes... it is been investigate... we will send you a update... I dont want a update i want a real answer.. The are saying the money left the casino. Im also in contact with briteab about this issue. they are saying that the money is still pending on spinia's end. I dont know what is true anymore. i dont get concrete answers in the last 10 days...

On October 29, I made a deposit of RUB 2000 through my VISA card. On October 30, I wanted to withdraw funds in the same way that I made a deposit, but I was refused and told that this withdrawal method is not available for my country. After that, I created an EcoPayz electronic wallet and requested a withdrawal to it. I was also denied withdrawal to EcoPayz and explained that there was a refusal on the part of the electronic wallet. I contacted EcoPayz management and they contacted Spinia's finance department directly. After that, my application for withdrawal is expected from October 1. Can I require the casino to pay out my winnings in the same way as I made a deposit? help me please

I want close my account in casino : Spinia.com and return every money from this casino to my bank account. The reason is because I can't withdrawal deposit so You must do that . I have on casino account two deposits. First is 20,00 Euro and second 200,01 PLN. I dont want play any more in casino, so please fix it, turn back my money to bank account and close account in casino Spinia.com Bank account can be the same what I send this dwo deposits. Thank You very much and have a nice day.

i requested a cashout on 12th august, not yet processed and giving no info on whats holding it! my account has been veryfied and 2 previous payout were processed in a very short time!

Dear I made deposit of 1200€ Verwendungszweck mentioned the euslot casino I don´t know where this money is gone. N1 said Ihad a registration in spinia casino. I have claimed the refunds from spinia casino, but no answer Request for a refund of the money that has been placed and used on the gambling account with the e-mail-adress [EDIT] Dear Sir or Madam, I have an online gambling account on your website megarush.com with the e-mail address [EDIT] . I have placed the following gambling payments on this account: 1200€ You can find my detailed account history in the attachment. I have made the aforementioned gambling payments to you without legal cause, as the contract for participation in the online gambling operated by you is void according to § 134 of the German Civil Code (BGB) in conjunction with § 4 IV of the German State Treaty on Gambling (GlüStV). Pursuant to § 4 IV of the German State Treaty on Gambling (GlüStV), organizing and brokering gambling on the Internet are prohibited. This was decided by the Gießen Regional Court in its ruling of January 21, 2021 (Case No. 4 O 84/20). In this regard, the internet ban regulated by law in § 4 IV of the German State Treaty on Gambling (GlüStV) is also in line with Union law, as the Cologne Higher Regional Court only recently confirmed in its ruling of May 10, 2019 (Case No. 6 U 196/18) with reference to the case law of the Federal Administrative Court (ruling of July 27, 2016 - Case No. 8 C 18.16). Reclaiming the amount I have paid is not excluded as per § 817 senntence 2, halfsentence 2. of the German Civil Code, as the application of this legal rule is to be limited teleologically. An exclusion of the reclaim is not compatible with the purpose of the prohibition law if the illegality of the transaction is based on regulations that are intended to protect precisely the performing party, which in this case is the player (Gießen Regional Court). In its ruling of November 10, 2015 (Case No. III ZR 72/15), the Federal Court of Justice emphasized that the application of § 817 sentence 2 of the German Civil Code (BGB) should not lead to an immoral situation being maintained and unlawful conduct being promoted as a result of the exclusion of the right of refund. However, this would be precisely the case if a refund would be excluded, as this would create an incentive to continue offering your illegal gambling services. This immoral state of affairs would be perpetuated by an application of § 817 sentence 2 of the German Civil Code (BGB) and would not comply with the protective purpose of the German State Treaty on Gambling (GlüStV) in § 1 sentence 1, in particular Number 1, 3, and 4. The regulations are intended precisely to protect gambling participants from addictive, ruinous and/or fraudulent manifestations of gambling. According to this, a claim for repayment of my gambling stakes results in accordance with § 812 I sentence 1, first alternative of the German Civil Code (BGB). Furthermore, I am also entitled to reimbursement pursuant to § 823 II of the German Civil Code (BGB) in conjunction with § 4 IV of the German State Treaty on Gambling (GlüStV). Pursuant to § 823 II of the German Civil Code (BGB), you are also liable for compensation as a result of the violation of the above-mentioned protective law. § 4 IV of the German State Treaty on Gambling (GlüStV) is a protective law, as player protection is mentioned as an explicit objective of the State Treaty on Gambling in § 1 No. 3 of the German State Treaty on Gambling (GlüStV), the implementation of which is precisely what § 4 IV of the German State Treaty on Gambling (GlüStV) has in mind (Explanatory Notes on the German State Treaty on Gambling, p. 18). I therefore request you to refund the full amount of the payments I have placed in the total amount of 3000€ Euro in accordance with § 812 I of the German Civil Code (BGB) or § 823 II of the German Civil Code (BGB) in conjunction with § 4 IV of the German State Treaty on Gambling (GlüStV). Please transfer the full refund amount to the following account: [EDIT] If the refund is not made in time and in full, I will be forced to hand the matter over to a lawyer and take legal action against you.

Spinia at first fully verified my account including a proof of income in addition to the proof of identity, proof of payment and proof of address i did. Later they claimed the proof of income isnt accepted yet. I sent in very many documents to proof the source of funds. I told them that i won a lot on betfair, which is true. Supporting evidence was a chat with betfair in which a member of their stuff confirms my winnings. I also sent them a certificate of winning from betfair. In addition i also added a transaction history of all transfers done with my skrill and betfair, Which exactly matches the sums of the betfair certificate of winning. They didnt accepted any of these. Instead they ask for an online bank statement showing 3 month of transactions. I never used an online bank to deposit. I exclusively used skrill. Not sure if skrill was meant. I ask if they are talking about Skrill in many emails. This question was not answered. I refused to send in a bank statement as this has nothing to do with anti money laundering and is just harassment and a invasion of my privacy. I also ask if they accept any other proof of income. As the one I gave to them was not accepted. They refused to answer this question as well. I messaged Spinia about 10 times: Asking for other documents which will be accepted and the amount it has to be for. I even put the question in bold the last 5 times. Still not getting an answer. After this farce took about a month Spinia finally sent me the following email, accusing me of fraud although they are the once [EDIT] now: Dear Player, Please be informed that our security service has identified activity in your account, which is classified as fraud. The Сasino has zero-tolerance to fraudulent actions. Based on that, your account has been closed, without any chance of reopening. If we determine in the future that you have opened a new account in our Сasino, the account will also be closed and all funds confiscated. The Company has a strict anti-fraud policy. If the player is suspected of fraudulent actions including but not limited to: -participating in any type of collusion with other players, -development of strategies aimed at unfaithful winnings, -fraudulent actions against other online casinos or payment providers, -charge back procedures with a credit card or denial of some payments made, -going bankrupt in the country of their residence, -creating two or more accounts -providing incorrect personal data during registration, -low risk roulette play when the player places equal bets on both black and red or even and odd covering 25 or more out of 37 numbers on the table. (Placing bets on both black and red covers 36 of 37 possible numbers) -other types of cheating, You can get acquainted with the full version of our Terms and Conditions on our website. https://www.spinia.com/terms-and-conditions Keep in mind that you have agreed with our Terms and Conditions during the registration process. This decision was made by casinos management and is not subject to further consideration. Respectfully, Casino Support Team This is obviously completely out of line. I proofed the source of wealth with no doubt and i dont understand why Spinia took this step. I can only guess I assume they are a ponzi schme not having the money or they are [EDIT]. Anyways please get this right and stop this unlawful behaviour of Spinia. Kind Regards

Dear ThePOGG, I had a problem with Spinia. On the 4th of June I won 5800 euro and was very happy with it. I wanted to cash it out but they told me it was won from a "no deposit bonus". I waggered the complete amount needed to cash out and they don't want to cash it out because you can only cash out 50 euro from a no deposit bonus. I told them a Wednesday spin is not a no deposit bonus. They told this about it: "Wednesday Free spins are issued according to the previous player activity which indeed consists of making deposits and other activities, but it is not considered a "deposit" bonus by definition." If it is according to activity and making deposits it can not be a no deposit bonus. Because if I dont make a depost those spins wheren't there. THE definition of a no deposit bonus is that you dont need to make an deposit. It's unbelievable how they take their "own definition" instead of the definition. Hope to hear from you soon.

Hi there , ThePogg. My issue with Spinia casino ( generally with N1 Interactive ) is a bit difficult , but yet easy to explain. I consider myself as vulnerable person in the gambling sector , this is why as soon as I open an account in any casino and consider my losses great for my situation , I opt-in for self-exclusion. That is what happened with Spinia . I have opened an account with them around April, 2019 . I have deposited some money , after playing I lost them and I have decided I need a break. I have opted for a self-exclusion . Normally I self-exclude myself from casinos for the period of 6 months . According to Spinia-s rules concerning Responsible Gaming I should not be able to access my acount anymore or deposit any funds until the self-exclusion time is met , or never if I have set a forever self-exclusion. However , on the 7th April 2021 , I have decided that I want to continue with Spinia , and due to the fact that I thought my self exclusion with them was 6 months , I had the thought that I just need to log into my account again. I have forgotten my password , because I use different passwords for every casino . So I went into the Spinia-s Forgotten Password page and reset my account password. After a few moments I have received a new password , and was able to login without problems. This was a sign for me that the self-exclusion period has ended ( i was not sure how long was it indeed , because I have not kept any comunication with Spinia , but according to theiir Rules set in the Contract , I should not be able to access my account in case of self-exclusion , so yeah - I was able to login again and deposit money) I started depositing money and playing slots.... a few hours after my account was not accessible anymore. When I tried to log in , I have got the message that my account did not exist. I have tried to change the password again , but without any success - again my account did not exist. I have written an email to the support being angry about that. In the same time I have decided that in case that my account did not exist , if I open a new account it would not be a breach of the TCs . So I did. I have deposited over a 1000 euros just for a few days , and there was no problem ( no matter that I have used the same bank account and names as the account Spinia now claims "duplicate " ) . I have won 3010 euros on slots and I have decided to withdraw 2700 euros. There is where the problems started . First they wanted me to verify my account ( something I have never done before with them ) . I have sent all the documents they required . After they have asked me different questions which I had to answer, which I did. In the online chat an operator told me , after answering his questions to request the withdraw again , which I did. And then my account was closed, winnings voided , and my withdrawal request refused . I have not breached any of the rules the casino has, but they have breached their own rules , plus a few of the European Laws , plus of few of their Regulator-s rules.... Having in mind : -Gaming Act article 19. -Gaming Act article 21.(1) -Gaming Act Third Schedule(Article 23 ) (f) - Not knowing the rigth definitions as stated in Gaming Definitions Regulations - Gaming Player Protection Regulations article 3.(1)(b) -Gaming Player Protection Regulations article 3.(1) (c) -Gaming Player Protection Regulations article 10.(1) -Gaming Player Protection Regulations article 10.(2) -Gaming Player Protection Regulations article 11 -Gaming Player Protection Regulations article 12 - this is a breach due to the fact I have never been informed about the procedure for reffering disputes to the ADR in my live chat communication with the PSU of Spinia . -Consumer Affairs Act 44. -Consumer Affairs Act 45. -Consumer Affairs Act 46. -Consumer Affairs Act 47 -Consumer Affairs Act 51D.(1) -Consumer Affairs Act First Schedule (Article 51B(4))31. And many more . There is no written statement as of today from Spinia in their contract and TCs what a duplicate account means , so every normal person will understand that a duplicate account is any active at the moment account . In this line of thoughts , I want my legally won money ( 3010 euros ) transferred to my bank account ( the same used to deposit money, and the same account holder as the Spinia accoun owner ) . I will not be ashamed to say that if ThePogg is unable to solve this issue , I will go to court with N1 Interactive , and will also dispute their license in the Netherlands with the relevant authority here , as well as I will publicly share my opinion about their company , which is my right .

As of the 8th of April waiting for my withdrawals to be approved. Status is ''still pending''. All documents uploaded and approved. Customerservice agents are chatbots, always exact same answers '' still under review'' etc. The used deposit and withdrawal method is Trustly and should be almost instant. Now almost a week has passed, no reaction nor did i receive my funds. Emails will not be replied or will be but with always the same sentences. Not reachable by phone, all in all bad customer service and still no money in my bank account. Anything ThePOGG can do to try get a reaction and get my withdrawal?

I have been deceived. I won over 5,000 euros and even ordered a payment of 4,000, because this is the limit at the Spinia.com casino. In a moment I received an e-mail that my payout is not possible and they are taking my winnings. I feel betrayed. I already have an attorney who asks me to try to settle the matter amicably, if not, I have to submit a notification to the prosecutor's office, for everything I have photos of the winnings and attempts to pay the winnings

facts old to new: -created account with Spinia -deposited total of 1800 euro's to Spinia in 7 separate deposits, none of which with bonus -finally won 5000 euro's in total -tried to withdraw funds -request by Spinia for number of documents; all provided in the end -withdrawal was cancelled because of alleged "duplicate account", details of this other account not stated by Spinia after requesting further information -funds [EDIT] and Spinia left me with last deposit of 500 euros -alleged break of their terms regarding "advantage play" not broken because I had no advantage as stated in their own terms; no bonus of any kind was opted in for or used. -Spinia refuses to answer further questions or give a suitable proposal how to solve the issue so I file my complaint with you and MGA to be sure this does nog go unnoticed. Hope to hear from you, thanks for your mediation, for more information please request these by email. [EDIT]

I signed up to Spinia Casino [EDIT]. I deposited €300, they awarded the promised welcome bonus, I began betting. This was December 10th by the way, just to give you a sense of the absurd length of the period they’ve been wasting my time. Anyway, I did the necessary betting and came out €697.54 up. I withdrew the money and waited and waited and now [EDIT] have emailed me (on January 21st) to say they are disabling my account. They won’t be paying me my money for “internal reasons, unfortunately, we can not clarify those.” It sounds to me like they’ve decided simply that they do not fancy paying out my win so they aren’t, [EDIT]. Can you please force them to give me my win? I’m not sure how to defend myself because I have no clue what it is I’m alleged to have done. I can assure you I’ve done nothing untoward, and that if you ask them about it they will have no evidence to the contrary.

Hello, I deposited totall 12.000€ and I won 20.000€ Spinia doesn't pay my winning. I contacted MGA and they forwarded me here to write complain. I hope it will help. Thank you in advance, Best regards,

  I had two wins from the welcome bonuses on this website, and while I was verifying my account according to their request, they suddenly revealed that they were closing my account and would not pay out the winnings. They did not provide any reason for doing so, nor any evidence. They did not even quote any terms or conditions that they thought I had broken to support the closure. I am sure I've done nothing against their T&Cs so I'm baffled by their sudden decision. I think that they're trying to pull a fast one on me to avoid paying out the winnings, which is why I would like you to examine this case and force them to disclose what grounds they have confiscated my winnings on, and what evidence they have for those grounds. In their most recent correspondence they quoted me the reference BBCUS-60166, if that's of any help in locating my account/dispute.  

Good day, I am having a problem with spinia.com. I have paid 50 euro and received a100% bonus. Now during the game I won 1600 euro on a 0.80 euro bet and played further to 1200 euro and wanted to cash out. Now they say that they don;t cash out because i played higher than 5 euro and that is true, but after winning on the low bet. they stand at their point and removed all my winnings and i am really devastated. Why am I allowed to bet more than 5 euro on a bonus play, when it's not allowed?? I won on a low bet, so why did I lose all the cash?? This aint fair! could you please help me out? My name is: Their terms and conditions don't say anything: https://www.spinia.com/terms-and-conditions And they have a hidden term and condition under the bonus where it says you can't bet more than 5 euro: https://www.spinia.com/promotions thanks in advance! kind regards,

Dear ThePogg, I was playing with a casino and deposited a few thousands climbed up to 30k and then lost it all, deposited another 1k and won 51,600 and I asked them to withdraw all the winnings because I wanted to enjoy the money and also stop gambling completely as I got my loss back. The VIP manager told me it wasn’t yet possible and I needed to place more bets before I could raise my withdrawal limits. In the end I lost everything because they didn’t want to withdraw everything and block my account. They called me a problem gambler and closed my account (which is good and a bit too late) I also feel devastated and not understood. I clearly asked them to withdraw all my winnings so that I could close the account. I’m certainly done with online gambling and gambling in general. But it feels like they didn’t listen to my cries. They should protect vulnerable players who ask for help, but they didn’t take me serious. I have all the emails in their terms it also says that winnings over 40k can be paid out monthly with 20k this month and 20k the next month. If you win more than €40,000, we reserve the right to divide the pay out into monthly installments of €20,000 until the full amount is paid out.” But even that wasn’t possible in my situation. She told me that she couldn’t withdraw a larger amount in one time because I should bet more while I already lost 30k before.. But the thing is I explicitly asked for that because I didn’t want to lose the money, I’m a problem gambler with the urge even if I don’t want that’s the biggest reason I wanted them to lock my account and send my winnings. Greetings,

Dear Sir, Madam, I happy to email you because me and my wife are really desperate and panicking. I will tell you the story: Yesterday me and my wife [EDIT] wanted to play at a online casino. We looked on ten internet and saw that Spinia is a good one. So I registered on my name [EDIT] a account. The username that I have is my e-mailadress [EDIT]. Because we were playing together we made several deposits, all from my wife’s personal bankaccount: [EDIT]. We deposit from her account to Spinia €250, €250, €500, €500, €500, €500, €500, €500. Total 8 times and money €3500. After 28 email and hundreds of chat messages they were telling me that I broke the rules and they reduce the balance money from my Spinia account from €3500 to €20. They Spinia Casino said: You have breached our rules. In this regard, we are forced to subtract all of your winning and close your account. I told them we didn’t know that but we respect that when there is winning money it cannot be cashout. BUT, this was not winning money, this was just exactly the amount that my wife has deposit, €3500. End of conclusion: The Spinia casino will take all the €3500 and will not refund or pay back any euro from the deposits that we made. This is really unfair and [EDIT]. €3500 it’s 2 months salary for us to live with are small kids. We are despert and don’t know what to do. We really really really would appreciate if you could help us to get the money back. It cannot be true that the Spinia casino just take €3500 for nothing. It was just the exact amount we deposit. Again we really hope you can help us to get in contact with the Spinia Casino. Specialy because we didn’t do it on purpose because then we would NEVER made deposits from my wife’s bankaccount. We only want to have the balance/cashout money back that was on our Spinia account. This was exactly the amount that was deposit. Again, I really hope you can help us. We don’t know what to do anymore. Regards,