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Spinstation - dont pay


Resolved - Despite the breach of terms, Spin Station casino decided to pay this player their full winnings. Big thumbs up!

Player's Complaint

I use google translate, so sorry if my sentences are incorrect.

I have 4000 euros won in this casino ( at 31-8-2016. Several times, said the casino by email and chat the went to pay, but still they did not. These are some responses I have received from them, of course I have these mails

Because they did not pay and I heard nothing more from them, I emailed them several times and asked if they would make the money.

At 2-9, I received this message:

Hi [EDIT],

I hope you are well.

Congratulations, your documents are approved. Your withdrawal process should be finalized soon. We will contact yu once it's done.

Thank you for your time and co operation.

6-9 I received this message


Thank you for cont acting Casino Support.

Please be advised that there is no problem with your withdrawal. It shouldering be paid within the week, most likely sooner.

Kind regards

[EDIT] Casino Support

At 8-9, I received this email

Dear [EDIT],

Thank you for cont acting x

The reason the withdrawal was returned was due to the account awaiting documents at the time, we have now received the documents and your withdrawal shouldering be processed within the usual time frame, it normally takes 2-5 working days for the funds to reach the account.

That we trust we have been of assistance, but do not hesitate to contact us again shouldering you have any Further queries.

Kind regards

Casino support.

At 9-9, I received this email

Your account has been found be in breach of clause 6 (xx) of our Promotional Terms & Conditions:

(xx) Where a Welcome Bonus and/or No Deposit Bonus has been granted to you, subject to you being required to have met all wagering requirements, you will be limited to a maximum withdrawal value of your total deposits any remaining balance will be forfeited if the casino deems your play to be irregular. For example, equal, zero or low margin bets or hedge betting, shall all be considered irregular gaming for bonus play-through requirement purposes. "State" game abuse is where the player collects gems, coins and other items that initiate a bonus round or complimentary spins, to nearly the point of activating the bonus or complimentary spins, and this is done with the welcome bonus and first deposit, and then the player then plays the balance down to under 1 credit, therefore, cancelling the wagering requirements, then re-entering the game with another deposit of cash only with no bonus and re-entering those games to complete the collection of items to trigger the bonus of complimentary spins. Other examples of irregular game play include but are not limited to, placing single bet in excess of EUR5.00 to initiate a high win during the early stages of game play, then making a significant change in bet size down to less than EUR1.00 a bet until such time as the wagering requirements for that bonus have been met. While a welcome bonus is in play the maximum you may bet on any single bet will be capped at EUR5.00, above this amount will be considered irregular play for bonus play through requirements. The Casino reserves the right to decide in its sole discretion which activities constitute "irregular play" for Bonus Play through Requirements. This clause will only be applied at the discretion of casino management. All progressive wins are exempt from this clause.

Therefore, your winnings have been confiscated and your balance has been reduced to the total of your deposits, this is now available for withdrawal.

I play very rarely at online casinos and am certainly not a professional player. Of those bonus terms I understand nothing, especially since it is in English and because I have little experience of playing in online casinos. If I had known that I could not use more than 5 euros, I would not have done that.

But they have me, as you can see, ensuring that they would pay and that everything was in order. And then suddenly 10 days after winning the money they suddenly come up with the mail I get nothing. I suspect because I have emailed regularly when I got my money, they have experienced this as annoying and therefore started looking for something to get out of the payment.

I've asked several times to fulfill their commitments and to pay, but they do not respond and say that I just have to make a complaint.

Read the casino review

3 Responses

User icon
September 12, 2016

Hi anita - welcome to!

Having read your complaint I have several comments before we go any further:

1) The length of time it took for the operator to spot a breach of terms isn't relevant to this case. Game play reviews are conducted by a separate department (not the people you speak to over email or on live chat). These reviews are the last thing to happen before a payout is sent out to a player.

2) Customer service saying that there's no problem with your withdrawal does not supersede a breach of rules. Customer service will not have been aware of the breach of rules at that point as the review of your game play will not have taken place.

3) The responsibility for understanding the terms and conditions at a casino lie solely with you. If you do not have a strong enough grasp of the English language to comprehend the terms and conditions you are agreeing to you should not sign-up with the casino. Terms and conditions are a contract - if you cannot understand the contract you should not agree to it.

Finally, if there has been a breach of terms there is no grounds for us to insist that the operator pays you.

If you still want us to look into this I need you to provide us with the username and email address you use at Spin Station.



User icon
September 14, 2016

Hi anita,

I'm really glad to hear that Spin Station have reviewed their decision and reversed it. As you had broken the terms it is up to the casino whether or not to enforce the rules, but it is very good to see an operator that are specifically looking to enforce the rule to prevent bonus abuse and not simply to punish mistakes.

If you could confirm when you've actually received your payment I'll close this complaint.



User icon
September 16, 2016

Hi anita,

Just a quick message to say thank you for confirming that you've now received your funds!

All the best,


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anita consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

September 12, 2016

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