SpinGrande Casino - La cuenta del jugador ha sido cerrada.

On August 6, 2026, I deposited €100 at Spingrande casino for a welcome bonus and with this deposit I received €150 in bonus money.

I wagered the required amount in a game that is not prohibited on their list, and finally received the amount of €2000 to withdraw.

Before withdrawing, the casino required verification of my account and I submitted all the necessary documents, and this is how I got my account verified and received an email.

I withdrew the money and received the following email in response:

"Dear Kari-Matti,

I hope this email finds you well.

We are writing to inform you that your recent withdrawal request has been rejected, as the bonus was used in breach of the applicable Terms and Conditions. As a result, the winnings generated are not considered valid for withdrawal.

Please note that your original deposit amount has been credited back to your account. However, in order to withdraw these funds, you must still meet the applicable wagering requirements set out in our Terms and Conditions.

If you have any questions or require further clarification, please feel free to reach out to our support team.

Kind regards,

Arturo, Junior Account Manager - SpinGrande"

Now I have tried to log in to my account but it is locked, and there is no response or answer to my questions in any way when I have asked in the chat the reason for the cancellation of my withdrawal and the locking of my account.

Talletin 6.8.2026 100€ Spingrande casinolle welcomebonukseen ja tällä talletuksella sain 150€ bonusrahaa.

Kierrätin vaadittavan summan pelissä joka ei ole kielletty heidän listallaan, ja sain lopuksi summan 2000€ kotiutettavaksi.

Ennen nostoa casino vaati tilini vahvistuksen ja tähän toimitin kaikki tarvittavat dokumentit, ja näin sain tilini vahvistetuksi josta sain sähköpostin.

Laitoin rahat nostoon ja sain seuraavan sähköpostin vastaukseksi:

"Dear Kari-Matti,

I hope this email finds you well.

We are writing to inform you that your recent withdrawal request has been rejected, as the bonus was used in breach of the applicable Terms and Conditions. As a result, the winnings generated are not considered valid for withdrawal.

Please note that your original deposit amount has been credited back to your account. However, in order to withdraw these funds, you must still meet the applicable wagering requirements set out in our Terms and Conditions.

If you have any questions or require further clarification, please feel free to reach out to our support team.

Kind regards,

Arturo, Junior Account Manager - SpinGrande"

Nyt olen yrittänyt kirjautua tililleni mutta se on lukittu, eikä kyselyihini reagoida tai vastata millään tavalla kun olen chatissa kysynyt syytä kotiutukseni peruutukselle ja tilini lukitsemiselle.

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Hello,

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

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

• Could you please advise how long you were a player at the casino?
• Which deposit bonus from the welcome package led to your win?
• Did the casino provide any further explanation about which rules were supposedly broken, or which of your actions led to the casino's conclusion?
• Which documents were you asked to provide during the verification process?

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

I only registered with the casino when I used those deposit bonuses, i.e. until August 6, 2026.

I was able to make the withdrawal with the last, or third, offer.

I contacted them, first they claimed that I had played the wrong game, which would have been prohibited by their rules when using bonus money. However, this was not the case because I played butterfly staxx 2 games.

After this they changed the reason to that I played with too big a bet. I played with a €5 bet because that was the maximum bet for bonus money in the rules at the time. Now they have changed it to a €2 maximum bet after my withdrawal request. I also checked separately what the maximum bet was at that moment when I started wagering the deposit and bonus.

Documents needed to be sent: passport, deposit receipt, bank statement to confirm address.

Olen vasta rekisteröitynyt kasinolle sillon kun käytin nuo talletusbonuksetn eli 6.8.2026 asti.

Sain viimeisellä eli kolmannella tarjouksella noston aikaiseksi.

Sain yhteyden heihin, ensin he väittivät että olen pelannut väärää peliä, joka olisi ollut kielletty heidän säännöissä bonusrahaa käytettäessä. Näin ei kuitenkaan ollut sillä pelasin butterfly staxx 2 peliä.

Tämän jälkeen he vaihtoivat syyn siihen että olen pelannut liian isolla panoksella. Pelasin 5€ panoksella sillä se oli säännöissä sillon maksimi panos bonusrahalle. Nyt he ovat vaihtaneet sen kotiutuspyyntöni jälkeen 2€ maksimi panokseen. Erikseen vielä tarkistin että mikä on siinä hetkessä maksimi panos kun aloin kierrätään talletusta ja bonusta.

Asiakirjoja piti lähettää passi, kuitti talletuksesta, tiliote osoitteen vahvistamiseen.

Thanks for the explanation.

Kindly share with me the communication in which the casino specifies that breaching the maximum bet and playing forbidden games were the reasons for confiscating your winnings.

Send the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Dear hkmatti123,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru