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Winnings confiscated due to missing terms in Greek localization.

I registered at Spinfin from Greece, claimed the welcome bonus, and successfully completed the wagering requirements. My real money balance was €1,231.39. Immediately after, the casino confiscated over €1,000, leaving me with €120, citing a "6x Max Win" rule.

However, I have clear screenshots proving that this rule ONLY exists in their English T&Cs. In the Greek version of the platform (which I used and accepted), Term 15 completely omits this restriction.

I contacted support with my screenshots, but they blatantly ignore my evidence and reply with automated templates linking to the English terms. Under standard fair gambling practices, a player cannot be bound by rules hidden or missing in their localized language version. I request the full reinstatement of my €1,231.39 balance.

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Dear LamprosDom,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that you played with the welcome offer?
• How much did you deposit in order to activate this bonus?
• Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Dear Kristina,

Thank you for taking up my case. To answer your questions:

Yes, I played with the Welcome Offer. Specifically, I claimed the offer explicitly presented on the Greek version of the website titled "100% έως 1000€ + 200 ΔΩΡΕΑΝ ΠΕΡΙΣΤΡΟΦΕΣ" (100% up to €1000 + 200 Free Spins).

I deposited €20 to activate this bonus (and received a €20 bonus).

I am forwarding the complete email correspondence and all relevant screenshots to your email address (kristina.s@casino.guru) right now.

Important Clarification regarding my current balance: I would like to proactively clarify why my current balance is zero, to prevent the casino from using it as an excuse. At the exact moment the wagering requirements were met, I was playing the slot game with the "Auto-Spin" feature active. As you will see in my bet history screenshots:

At 18:07:46, my real balance was €1,231.39.

At 18:07:47, the casino confiscated the funds, dropping the balance to €119.00.

This massive deduction happened in literally one second. Because the auto-spins were already running, the game continued to spin automatically with the remaining €119 before I could realize what had happened and manually stop it. It was humanly impossible to react. Therefore, the fact that the remaining €119 was played down to zero does not mean I accepted the deduction. My dispute remains focused entirely on the unjust confiscation of the funds based on an English term that was completely absent from the Greek T&Cs I accepted.

Thank you for your help.

Thank you very much for your reply, LamprosDom. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Kristina,

​You are absolutely right, I should have provided the full context from the start so you could have a clear picture.

​Attached are the screenshots of the full email correspondence. As you can clearly see:

​On April 11th, I sent my initial formal complaint, explaining in detail the discrepancy between the terms and attaching the evidence.

​After receiving absolutely no response, I sent a follow-up notice a few days later.

​The casino's response (from the agent "Reacher") was an automated, generic template. They completely ignored my specific points regarding the Greek localization of the terms and simply sent me a link to the English version, where the limit exists.

​This proves that the casino had all the evidence in their hands but chose to blatantly ignore it. Thank you very much for your patience while I gathered these files.

​Best regards,

Lampros

Dear LamprosDom,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello LamprosDom,

My name is Michal, and I have now taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would now like to invite Spinfin Casino to join this conversation.

Dear Spinfin Casino,

Could you kindly provide clarification regarding the course of events and clarify in accordance with which publicly available rules in the player's jurisdiction and website version the player's bonus winnings were capped?

While I understand that the English version of the rules typically prevails, the absence of key bonus-related conditions in other language versions does not appear to align with the transparent and fair practices we expect from casinos.

If there are any additional factors influencing this situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.