Spinline Casino - 플레이어의 출금 요청으로 인해 상금이 몰수되었습니다.

When playing in tournaments at spinline casino the moment the tournament completes the players winnings are placed in there account, but today when I finished 14th place($60 prize) no money was put in my account, after several hours of not receiving my winnings and unable to enter the tournament that followed, I emailed spinline asking what the issue was, and I will attach the emails to this message.

but basically because I had an active withdrawal request at the time of placing 14th in the tournament, my winnings were forfeited. And I am unable to take part in another tournament until the withdrawal request is complete.

There is nothing in the T&Cs stating that they will do this. The winnings from a tournament are winnings, they are not a bonus.

It's worth noting that the request for withdrawal was sent before the tournament began. The withdrawal request was sent on 2025-01-07 at 20:09:43.000, and the tournament started at 2025-01-08 at 00:00.01 and finished 24 hours later.

Dear johnanthonypack,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Could you clarify which bonus you didn't use? Was it a deposit bonus?

Did you request a withdrawal of a deposit meant for the tournament?

Could you please confirm that you have passed the KYC verification?

Do you have any additional communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

ello, the casino did respond back to me today, they tried telling me that I had already received the winnings from the tournament and proceeded to lose them while playing. However the winnings that they are saying they paid me out and I lost, was from the day before. So I emailed them back explaining that yes they did pay me out for my winnings on  2025-01-08 00:00, and that the winnings that I have not been paid out for the winnings that I should have received on  2025-01-09.

As to which bonus I didn't use, I didn't use any bonus, I think the casino considers the winnings from a tournament as a bonus.

Note* This isn't the first time they have done this to me, I just joined the casino a couple weeks ago, and they did the same thing but at the time I was upset and contacted customer service, but they were no help, so eventually I had a couple decent wins and just forgot about and moved on.

To answer your question, yes I have completely passed the KYC verification and have now made 3 successful withdrawals. Although for the most recent withdrawal that I recieved just now, they wanted more information from me, a picture of my bank card, and a screenshot of the transaction from my bank account.

There were issues with the first withdrawal because I deposited using interac, but they didnt have the same interac payment method I deposited with, when I wanted to withdrawal. And the only other Interac withdrawal method they had, required a $155 minimum withdrawal limit. They claimed that a withdrawal using interac was a bank transfer.



Dear Johnanthonypack,

Thank you for reaching out about your concerns. We have thoroughly reviewed your case and would like to provide detailed answers to your questions to avoid any misunderstandings.

Regarding your participation in tournaments, please note that on January 8 at 00:00:40 (UTC 0), you received a CAD 59.44 prize for finishing 14th in the tournament that ended on the same day. Additionally, on 2025-01-11 at 00:01:19 (UTC 0), you received your next prize of 50 Free Spins for finishing in 119th place.

Thus, you received your prizes and successfully used them. Please note that the withdrawal process does not impact the receipt of the prizes.

We would also like to remind you of clause 2.6.1 of our Terms & Conditions:

"The account verification process typically requires up to 3 (three) business days upon receiving from you of all the requested documents that meet our established standards. The verification timeline may be extended if additional documents or checks are required."

On 2025-01-09, we received all requested documents, and within 24 hours, on 2025-01-10, the withdrawal transaction was successfully processed.

If you have any further questions, we are happy to assist you.

Best regards,

Spinline Casino

The casino does not pay-out the winnings from the tournaments the same day, the tournaments are 24 hours long, and there are only 24 hours in a day, so unless the casino has a network that is faster then the speed of light, and we need to review Einstein's Theory of Special Relativity, there is going to be some delay from the tournaments finish until payout. So when you say I was paid out on January 8 at 00:00:40, that would have been the winnings from January 7, when the tournament ended at 23:59:59. On January 8 at 02:08 I completed the wagering requirement from the winnings I received at 00:00:40, and then I continued to play with those winnings for the next several hours, which is how I won 14th place in the tournament on Jan 8 and should have received payment at 00:00:40 on Jan 9.

mic drop

Dear Johnanthonypack,

Thank you for your response. We would like to clarify once again that between 07.01.2025 and 08.01.2025, you participated in the Daily Prize Hunt tournament and finished in 14th place, winning a prize of 59.44 CAD, which was credited to your account on 08.01.2025 at 00:00:40 (UTC 0).

Our technical department has checked the records and confirmed that during the periods of 08.01.2025–09.01.2025 and 09.01.2025–10.01.2025, you did not participate in the tournament. Your next recorded activity in the tournament was on 10.01.2025, during the round held between 10.01.2025 and 11.01.2025, where you finished in 119th place and received the prize of 50 Free Spins, credited to your account on 11.01.2025 at 00:01:19 (UTC 0).

Please note that these tournaments are not organized by the provider but by our casino, and prizes are automatically credited by the system after the tournament’s completion.

If you have any further questions, we will be happy to assist you.

Best regards,

Spinline Casino

I would like to provide clarification regarding my concerns about the tournament winnings (hereafter referred to as the "Bonus") and the associated responses I have received from your team.

Acknowledgment of Bonus in Initial Communication

In the first email I received from Spinline after inquiring about the tournament winnings, I was informed that:

"The system automatically blocks the bonus issuing function when there is an active withdrawal request."

This statement clearly acknowledges the existence of a Bonus/winnings. However, I was unable to receive them due to an active withdrawal request.

Reaffirmation in the Second Communication

In a subsequent email from Spinline, I was told:

"Our team has received your request regarding a tournament win. Please note that according to the Bonus Terms, 7. Players cannot activate previously unused bonuses after a withdrawal request."

Once again, this confirms that there were winnings/Bonus associated with the tournament.

Discrepancy in Wagering and Tournament Participation

In your first response on January 8 at 00:00:40 (UTC 0), you stated that I received a CAD 59.44 prize for finishing 14th in the tournament that ended on the same day. However, in your second response, it was clarified that the winnings received on January 8 were actually from the January 7 tournament.

Additionally, I completed the wagering requirements for these winnings at 02:08 UTC on January 8, at which point a Bonus of CAD 206.51 was transferred into my real balance. With this amount, I continued to play and wager approximately CAD 1,500 over the following hours.

If I actively wagered approximately CAD 1,500, how could I not have been participating in the tournament? I acknowledge that some of the spins may have been below the minimum limit per spin (€0.20) required to earn points in the tournament, but the majority of the games I played that day had a minimum spin amount of CAD 0.30. It stands to reason that most of my gameplay would have qualified for tournament participation based on these conditions.

January 9 Communication

On January 9, when I had not received my winnings from the January 8 tournament and was unable to participate in the tournament for the day, I reached out to customer support to resolve these issues.

Adding to my previous message, I am puzzled as to why you felt it necessary to clarify that the tournament is not organized by "the provider." With over 100 different providers offering games at your casino, could you specify which provider you are referring to in this statement? It seems self-evident that the tournament is not organized by any one provider, given that players can use any slot game in the casino, regardless of the provider, and their spins still count towards tournament points.

Considering the issues I’ve experienced with these tournaments, it’s clear that the casino itself is responsible for organizing and managing the daily tournaments. Perhaps the casino should reevaluate its decision to handle tournament operations and instead allow the providers to take charge of running them. This might lead to a more seamless, fair and efficient experience for participants.

Dear Johnanthonypack,

Thank you for your detailed response. All tournament results and prize distributions are handled automatically by our system to ensure accuracy and transparency. We confirm that you were credited for all tournaments you participated in, and no issues were identified during the investigation.

We would like to note that, as stated in Section 7 of our Bonus Terms & Conditions: "Players cannot activate previously unused bonuses after a withdrawal request."

However, the withdrawal process did not impact your ability to receive bonuses or participate in tournaments. We can confirm that you have received your bonuses and successfully played using them.

Additionally, we’d like to reiterate that the daily and weekly tournaments are exclusively organized by Spinline Casino, not by individual providers. While all slot games are eligible for tournament participation, the organization and prize distribution are fully managed by us.

If you have any further questions, we will be happy to assist you.

Best regards,

Spinline Casino

I’m unclear why there’s a repeated need to emphasize that the daily and weekly tournaments are organized by Spinline rather than individual providers. I acknowledged and referenced this point when it was first mentioned. Given the current issues and flaws in your tournament system, I don’t believe this is something worth boasting about. Instead, I’d appreciate a focus on addressing the questions I’ve raised, which continue to go unanswered.

Here are my concerns, which require clarification:

1-Tournament Participation on January 8:

How is it possible that I wasn’t part of the tournament on January 8 when I wagered approximately $1,500 that day?

2-Tournament Winnings as Bonus:

Where in the Terms and Conditions is it stated that winnings from a tournament are considered a bonus?

3-Conflicting Information from Customer Service:

You claim I wasn’t entered in the tournament on January 8, yet when I contacted customer service on January 9, they specifically referenced my winnings from that tournament. How do you explain this discrepancy?

4-Impact of Withdrawal Requests on Bonuses and Tournaments:

You stated, "The withdrawal process did not impact your ability to receive bonuses or participate in tournaments." However, when I inquired on January 9 about the winnings from January 8, I received an email stating:

"We apologize, our system automatically blocks the bonus issuing function when there is an active withdrawal request. Therefore, we are unable to credit your bonus."

These two responses are contradictory. Which one is correct?

5-Blocking Tournament Participation:

If the withdrawal process truly didn’t affect my ability to receive bonuses or participate in tournaments, then what prevented me from receiving the winnings from the January 8 tournament and not be able to participate in the January 9 tournament?

6-Unused Bonus Admission:

You referenced Section 7 of your Bonus Terms & Conditions:

"Players cannot activate previously unused bonuses after a withdrawal request."

This statement implies the existence of an unused bonus, contradicting your claim that everything was processed accurately.

7-Timing of Withdrawal Request:

My withdrawal request was made on January 7, before the January 8 tournament began. So when the tournament began, I had already made the withdrawal request, and up until the evening of January 8 I was able to track my points on the tournament leader board. When I check the standing once the tournament had completed, my name was no longer able to be found on the list.

If I was unable to collect winnings from the tournament, then I should not have been able to enter and track my points.

8- System Accuracy and Transparency:

You stated, "All tournament results and prize distributions are handled automatically by our system to ensure accuracy and transparency."

In theory, this sounds ideal, but it’s evident that your system is neither accurate nor transparent. It’s likely there’s an error in your system’s code or processes that caused this issue.

9-Investigation Results:

You claimed, "We confirm that you were credited for all tournaments you participated in, and no issues were identified during the investigation."

I firmly deny that I was credited for all tournaments I participated in. If your investigation couldn’t identify the issue, then it’s clear there are flaws in the process or overlooked errors.

I can assure you that I have far better things to do than argue my case online over $60—an amount that, in all likelihood, I would have ended up putting back into the casino anyway. However, something clearly went wrong here, whether due to human error or a system issue.

The only way for the casino to address and fix such issues is by players like myself bringing them to your attention. My hope is that by doing so, this problem can be resolved and prevented from affecting other players in the future.

Dear Johnanthonypack,

Thank you for your response! We have forwarded your case for further review to our technical department and have received the results. Unfortunately, the dates displayed on the site on January 8th were from the previous round due to a technical error. As a result, this caused some confusion, leading you to believe you had won a prize. This technical issue was resolved on January 16th.

As this situation led to some misunderstanding, and to help bring this matter to a satisfactory resolution, our team has credited a bonus prize of 60 CAD to your account.

If you have any further questions or concerns, we will be happy to assist you.

Best regards,

Spinline Casino

Thank you for crediting my account with $60. I understood from the beginning that the $60 awarded on January 8th was the winnings from January 7th, and I have consistently stated that.

However, I’m still unclear how this relates to the tournament I participated in on January 8th or why I was unable to join the tournament on January 9th. That said, since the winnings have been credited, I consider the matter resolved.

I hope the casino can address these technical issues effectively, ensuring a smooth experience for players moving forward. Wishing you continued success.

Dear Johnanthonypack,

Thank you for confirming that a bonus prize of 60 CAD has been credited. We are dedicated to providing a seamless and enjoyable experience for all players and hope your future gaming sessions exceed your expectations. We also sincerely appreciate your kind wishes.

As for the tournament on 08.01, as we mentioned earlier, our technical department has checked the records and confirmed that during the periods of 08.01.2025–09.01.2025 and 09.01.2025–10.01.2025, you did not participate in the tournament.

If you have any questions or need assistance, feel free to reach out via our 24/7 Live Chat or email us at support@spinline.com.

Best regards,

Spinline Casino

Seriously? If I didn't participate in the tournament on January 8th, how did I manage, at 2:08, to complete the wagering requirements from the winnings I received from that tournament the day before? After that, I continued to play and wager approximately $1,500. Regardless of what your technical department claims, I know I was in the tournament—I saw my name on the leaderboard. I’m certain that most of the $1,500 I wagered consisted of qualifying bets (at $0.30 each) to earn points in the tournament.

Since I filed this complaint two weeks ago, the casino has avoided addressing my question. If your technical department can't see evidence of my participation in the tournament, then perhaps the issue is larger than just this specific event.

The casino confiscated my winnings weeks before I even filed this complaint. This seems to be a recurring issue. If you’re going to treat tournament winnings as a bonus—which they shouldn't be, given that players are wagering funds that don't require additional play-through—then clearly state that in your Terms and Conditions. Nowhere in your terms does it mention that tournament winnings are subject to wagering requirements.

I have accounts with roughly a thousand casinos, and as far as I can recall, this is the first one to impose wagering requirements on tournament winnings. Most reputable casinos pay out tournament winnings in real cash or directly to the player's account, without restrictions.

Wagering requirements are typically reserved for bonuses or promotional credits, not for earnings from skill-based events like tournaments.

Dear johnanthonypack, please request the casino to provide records of your activity from January 8 to 9, 2025, confirming your non-participation in the tournament, along with evidence of your wagers during that period and whether they contributed to the tournament points.

Dear johnanthonypack,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Following Dominika’s advice, I contacted multiple casino representatives requesting my activity records from January 8–9, 2025, to confirm my apparent non-participation in the tournament and review my wagers during that period. Unfortunately, they claimed they couldn’t provide this information and directed me to Spinline Casino support.

I followed their instructions and emailed Spinline. Despite my email being opened six times in a short span, I have yet to receive the requested records—or any response at all. Frankly, this lack of transparency is unsurprising. Since filing this complaint, I’ve been given the runaround at every turn. Their inability to answer simple questions or provide basic details is becoming absurd. At this point, continuing to chase them feels like a complete waste of time.

You’d think a newly launched online casino would prioritize resolving discrepancies and fostering a positive reputation among players. Instead, they seem to underestimate the power of negative reviews on platforms like Casino Guru. More and more players rely on these review and dispute resolution sites, and I personally refuse to deposit at any casino with multiple unresolved complaints or a Safety index below 7.0.

On a side note, now that Spinline has finally paid out my previously disputed winnings, I’ve continued playing there occasionally—mainly because I seem to have decent luck. However, I’m now on day three of a $1,600 withdrawal request still stuck in "pending" status, despite having already received previous withdrawals and being fully KYC-verified. The delays are starting to feel more like stalling tactics than standard processing.

Dear Johnanthonypack,

We appreciate your patience and would like to clarify a few points. Our team received an email regarding this matter only last night. However, we do not provide such sensitive data. This information is readily available in your account under the "Game History" section, where you can filter by date and review your gameplay details.

Additionally, we’re pleased to inform you that your withdrawal has been successfully processed today, and a confirmation email has been sent. If you require any further assistance, we’ll be happy to help.

Best regards,

Spinline Casino

Dear johnanthonypack,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.