What Happened
A player from Serbia got 20 no-deposit free spins at BSpin, won about $3, met the 35x playthrough with roughly $20 left, and kept playing on real balance until it reached about $150 over the following days. When they asked support about withdrawal fees, the casino cut the balance to $20, citing a maximum cashout. BSpin said an instant-bonus rule caps wins at ten times the bonus. The mediator found that rule hidden and not clearly communicated, and the casino then stopped replying.
How It Developed
- 2023-08-08The mediator explained that Casino.guru accepts cashout caps on bonus play but not on real-money play, and asked whether the cap was in the bonus terms.
- 2023-08-30BSpin joined, said the cap is ten times the bonus win, so $30 could be withdrawn, and admitted the way it was enforced could be frustrating.
- 2023-09-07The player confirmed the spins were a no-deposit bonus earned through site activity.
- 2023-09-08The mediator could only find the cap in the terms for deposit and reload bonuses; BSpin pointed to an instant-bonus clause instead.
- 2023-09-11The mediator asked how players were supposed to know this clause applied to free spins, given it sits inside the first-deposit bonus terms.
- 2023-09-27BSpin did not answer, and the case was closed as unresolved under the Fair Gambling Codex, with a pointer to the Curaçao regulator.
Confiscated
The mediator found BSpin's cashout cap hidden and unfair, and the casino kept about $120 of the balance.
What Helped
The mediator's digging exposed the weak spot in the casino's position: the cap lived in the deposit-bonus terms under a different label. That was not enough to get paid, because BSpin went quiet. Before playing no-deposit spins, look for a max cashout clause on every bonus page, not just the one you were given.