Spinrise Casino - opšta diskusija (strana 2)

Account still open and I just received 50 free spins yesterday

That's not good at all, for sure.

Same problem.. They don't want to close my account even after I said I had a gambling problem. Wrote a message to Curacao about it no answer yet. Also, I wrote a message to spinrize for a refund because they didn't do anything to block the account and they never answered.

I'm sorry that you experience this problem as well.

Please submit your complaint here, and our team will try to intervene and help you out.

May I ask when exactly you requested the closing of your account due to the gambling issue?

They keep cancelling my withdrawal of $3k and I’m so worried if I’m a victim of this scam casino after reading all the reviews on trustpilot and the same stories of people that never got paid. I have completed all the verification and comply all what they ask for and still I have not received a cents of my winnings.

They even told me to take a photo of myself holding a piece of paper where it says Hi Spinrise and the date which I also did because I wanted to get my money and still put my withdrawal on hold and waiting for almost two weeks now.

Can somebody please help me.

I don’t know any casino who operate like the way they operate and still have a license. If I don’t get my money by this week I don’t care if I spend $50k on lawyers just to put an end of this scam casino!!

They victimised a lot of people here in Australia!!

Hi, am I right in understanding that you are 100% verified? This is necessary in order to withdraw money. Was the main reason why you don't have your money yet that you had to send a photo with the paper? 

If you've been waiting for two weeks, it's good that you've opened a complaint and we'll try to help. I believe it will turn out well.

Yes that is the reason why they have not paid me they want me to send a photo of me holding a piece of paper where it says hi Spinrise so I did.

But until now my withdrawal still on pending status and nothing has been processed. This is clearly a scam. I don’t know any legit casino who operates like this. What a joke. I wonder how in the world they are still operating with a license with all the complaints

Okay, but was the selfie you sent verified and accepted? That's why I'm asking if you're 100% verified. If not, you won't be able to withdraw the money. 

It was accepted and they are saying now to just wait a little longer to be processed. How much longer???

they said they can’t give me a timeframe.. what a joke. I’m just lost for words now.

All sorted and they paid me

Perfect. Sometimes it's important to just wait a little. As I said, it's important to remember that unless you are 100% verified, the casino will not pay you your money. If you successfully complete this process, then it's usually just a matter of time before you get your money.😀

Enjoy your money. 🙂

Spinrise – Real money winnings cancelled after bonus has already been completed 🙁

I registered with Spinrise on March 19, 2026, and initially deposited €550. For this, I received a €675 High Roller Bonus. With this bonus, I was able to win approximately €14,000. According to the bonus terms and conditions, after fulfilling the wagering requirements, a maximum withdrawal limit applies (10x bonus amount, maximum €10,000 after further play).

After fulfilling the wagering requirements, I deposited an additional €431 and €47, for a total of €478. This amount was combined with my existing balance, giving me a total of €5,478. I continued playing with this balance and increased it to a total of €28,000.

My VIP manager then contacted me by phone and explained that, due to the bonus terms, a maximum of €10,000 could be paid out and that my additional deposit of €478 would be credited back to my account as real money. The remaining €18,000 was forfeited. I accepted this decision.

On March 20, 2026, I received an initial payout of €4,000, with another €6,000 being processed. In addition, €478 was explicitly credited to my account as real money. I then continued playing with this €478 in real money (without any bonus restrictions) and won approximately €60,000.

I also submitted these winnings for withdrawal. In total, I had approximately €74,000 in withdrawals, of which €4,000 were quickly paid out. My VIP manager confirmed to me several times, including by phone, that the winnings from the €478 were real money and that all resulting winnings were fully withdrawable and would not be reduced.

While I was waiting for further payouts, I suddenly received a message that €63,522 had been withdrawn from my account. The reason given was that I had exceeded the maximum withdrawal limit of the High Roller Bonus.

In my view, this is incorrect because:

the bonus was previously fully completed and limited

the €478 were explicitly credited as real money,

The subsequent profits of approximately €60,000 were generated exclusively from this real money.

My VIP manager has repeatedly confirmed to me that these winnings are real money and fully withdrawable.

I contacted support and explained the entire situation. They informed me that the case needs to be manually reviewed due to multiple gaming sessions and the switch from bonus to real money. However, no solution or correction has been provided yet.

I am filing this complaint because, in my opinion, real money winnings were wrongly deducted under the bonus terms and conditions. I request a full review of my account and the release of the winnings earned with real money.

I really hope the problem gets resolved and it was just an "oversight".

Spinrise – Echtgeld-Gewinne nach bereits abgeschlossenem Bonus gestrichen 🙁

Ich habe mich am 19.03.2026 bei Spinrise registriert und zunächst 550€ eingezahlt. Dafür erhielt ich einen 675€ High Roller Bonus. Mit diesem Bonus konnte ich etwa 14.000€ gewinnen. Nach Erfüllung der Umsatzbedingungen gilt laut Bonusbedingungen ein maximales Auszahlungslimit (10x Bonusbetrag, maximal 10.000€ nach weiterem Spiel).

Nach Abschluss der Umsatzbedingungen habe ich zusätzlich 431€ und 47€ eingezahlt, insgesamt also 478€. Dieser Betrag wurde mit meinem Restguthaben kombiniert, sodass ich insgesamt 5.478€ zur Verfügung hatte. Mit diesem Guthaben habe ich weitergespielt und meine Balance auf insgesamt 28.000€ erhöht.

Daraufhin kontaktierte mich meine VIP-Managerin telefonisch und erklärte mir, dass aufgrund der Bonusbedingungen maximal 10.000€ ausgezahlt werden können und meine zusätzliche Einzahlung von 478€ als Echtgeld auf mein Konto zurückgebucht wird. Die restlichen 18.000€ wurden gestrichen. Ich habe diese Entscheidung akzeptiert.

Am 20.03.2026 erhielt ich eine erste Auszahlung über 4.000€, weitere 6.000€ waren in Bearbeitung. Zusätzlich wurden mir die 478€ ausdrücklich als Echtgeld gutgeschrieben. Mit diesen 478€ Echtgeld (ohne Bonusbindung) habe ich anschließend weitergespielt und rund 60.000€ gewonnen.

Diese Gewinne habe ich ebenfalls zur Auszahlung eingereicht. Insgesamt hatte ich somit etwa 74.000€ in Auszahlungen, von denen 4.000€ schnell ausgezahlt wurden. Meine VIP-Managerin bestätigte mir mehrfach, auch telefonisch, dass es sich bei den Gewinnen aus den 478€ um Echtgeld handelt und dass alle daraus resultierenden Gewinne vollständig auszahlbar sind und nicht mehr gekürzt werden.

Während ich auf die weiteren Auszahlungen wartete, erhielt ich plötzlich eine Nachricht, dass 63.522€ von meinem Konto abgezogen wurden. Als Begründung wurde angegeben, dass ich das maximale Auszahlungslimit des High Roller Bonus überschritten hätte.

Dies ist aus meiner Sicht nicht korrekt, da:

der Bonus zuvor bereits vollständig abgeschlossen und begrenzt wurde,

die 478€ ausdrücklich als Echtgeld gutgeschrieben wurden,

die späteren Gewinne von ca. 60.000€ ausschließlich aus diesem Echtgeld entstanden sind,

meine VIP-Managerin mir mehrfach bestätigt hat, dass diese Gewinne Echtgeld sind und vollständig auszahlbar.

Ich habe den Support kontaktiert und den gesamten Ablauf geschildert. Dort wurde mir mitgeteilt, dass der Fall aufgrund mehrerer Spielsitzungen sowie der Umstellung von Bonus- auf Echtgeld manuell geprüft werden muss. Eine Lösung oder Korrektur ist bisher jedoch nicht erfolgt.

Ich reiche diese Beschwerde ein, da meiner Ansicht nach Echtgeld-Gewinne fälschlicherweise unter Anwendung der Bonusbedingungen gestrichen wurden. Ich bitte um eine vollständige Überprüfung meines Kontos und die Freigabe der aus Echtgeld erzielten Gewinne.

Hoffe sehr das sich das Problem löst und es nur ein "versehen" war.

Hi, I’ve read through the whole situation you’ve been through, and I think I’d side with you. If you met the bonus requirements, it can often end with you withdrawing the money. 

On the other hand, if you deposited money there, the bonus was already met, they capped you the first time, and in my opinion, they shouldn’t have applied it a second time. Especially since your VIP manager told you so too. 

So I hope we can help you with your opened complaint and that you get the money that I think you’re entitled to. 

But I don’t want to get ahead of myself, let’s wait and see what the team has to say about it. 

Hey Jaro,

Thank you for your reply.

I would also like to emphasize an important point: the casino itself already made a clear distinction between bonus winnings and real money. They explicitly reduced my winnings to €10,000 as the maximum win according to the bonus terms, and on top of that they credited my €478 deposit back to my account as real cash.

This shows that the bonus was already fully settled. At that moment, the separation was clear:

€10,000 → capped bonus winnings

€478 → my real money deposit

The first €4,000 were already paid out, and the remaining €6,000 were placed in pending withdrawal. I then continued playing only with the €478 real money, and from this amount I won approximately €64,000.

Now the casino is trying to apply the High Roller bonus maximum limit a second time, even though the bonus had already been applied and settled earlier. In my understanding, this should not be possible, as the later winnings were generated entirely from real money.

I also have videos, screenshots of the full timeline, and even a written confirmation from VIP support (agent Riko), where it was explicitly stated that "there should be no further write-offs" after the first reduction.

Yes, I understand. In the future, I’d recommend that you first withdraw all your winnings from the bonus, and only then make a deposit. That way, you can avoid something like what happened to you.

Even so, I don’t think they should have taken your money twice.

I’m keeping my fingers crossed that this gets resolved. 🤞

Update regarding my case – Bet history received

I have now received the full bet history and transaction logs directly from the casino.

These logs clearly show that after the bonus winnings were capped and separated into withdrawals, my playable balance was reduced to €478. The first bets in the history start exactly from this €478 balance, which corresponds to my real money deposits.

This confirms the following:

no active bonus at that time

only €478 available for gameplay (my real money)

all subsequent winnings derived solely from this €478 balance

the €10,000 bonus-capped winnings were not used for further play

Additionally, the casino stated that they do not distinguish between bonus and real money internally and treat the balance as a total. This further supports that only the remaining €478 was playable.

Therefore, the casino’s own logs confirm that the additional winnings were generated from real money. Despite providing this evidence themselves, the deducted €63,522 have not yet been restored.

The case is still under review, but I wanted to provide this important update, as the bet history directly supports my claim.

Thanks for the update. I’m sure Petra will look into it and take everything into consideration.

I’m hopeful that everything will work out. 

Hi everyone, just a quick update on my case.

Unfortunately, there is still no final resolution from the casino yet. They have acknowledged that there were mistakes and inconsistencies in the handling of my situation, but so far they have not offered any concrete solution or settlement.

At the same time, my current impression is that the casino is no longer taking a hard "denial-only" stance. Instead, it seems like they are now actively re-evaluating the case, as more of the evidence and timeline I provided appears to be difficult to fully dismiss.

As of the latest update, the case has now been escalated and passed on to their platform provider (Softswiss) for an independent review. From what I understand, this is the system/provider layer that handles the casino infrastructure and transaction logic, so they likely have access to deeper technical logs and data than the casino’s frontline support team.

To me, this feels like a further step towards a proper investigation rather than a quick rejection, since they are now involving a third-party layer to reassess the situation in detail.

I’m currently waiting for the outcome of that review and will update once I hear back.

Hey, that's quite a positive development! Please keep us informed; I would hate to miss any other updates, and I'm crossing my fingers, of course.

What, in your opinion, caused this change in approach? I'm asking because for me personally casinos with yellow or orange safety indexes, which are defined as below average, are usually the biggest question. Red numbers are bad enough and green is okay, but the middle class... that's the question. 😀

Hi Radka,

I think the change in approach is mainly due to the fact that I fully documented everything – including recordings, screenshots, Bet History, withdrawal / Recall History and a precise timeline down to the second.

This makes the sequence of events very clear and directly contradicts the casino’s version in several key points, which is probably why the case can’t simply be dismissed anymore.