The player from Switzerland has not received several promised bonuses on SpinRise despite meeting the requirements by August 26, 2026. Despite multiple attempts to contact customer support, including a live chat, there has been no resolution or crediting of the rewards to her gaming account.
Spinrise Casino - Player's bonuses have been delayed.
Resolved
Our verdict
Case closed
Amount: 2,000 CHF
Spinrise Casino
Safety Index 1.5 Very lowCase summary
Discussion
Public
Public
3 days ago
Translation
On August 26, 2026, I fully met the requirements for several promotions and promised bonuses on SpinRise (operator: Hollycorn NV). As of today (August 30, 2026), the following rewards due to me have not been credited to my gaming account:
Golden Mission 1 (€3,000 sales): Completed on August 26th – The promised 10% cash reward is missing.
Golden Mission 2 (€5,000 sales): Completed on August 26th – The corresponding cash reward is missing.
Daily cashback: The cashback credit for one day is missing.
Turnover bonus (per €1,000 turnover): According to my VIP manager's promise, I am entitled to a bonus for every €1,000 in gaming turnover. This bonus has not been credited despite reaching the required turnover.
Customer support history:
After unsuccessful attempts to contact them via email and WhatsApp, I contacted live support on August 30th.
There I was initially told that my VIP manager would be on duty later in the day.
Upon further inquiry, the support employee ("Gabe") explained that regular support was not authorized to unlock these bonuses and refused to escalate the ticket to a shift supervisor.
There has been no processing or credit from the VIP team for 4 days.
Desired solution:
Full and immediate crediting of all four bonuses listed above to my gaming account.
Automatic translation:
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21 hours ago
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Public
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21 hours ago
Dear Monnaie,
Thank you very much for submitting your complaint.
To better understand the situation, could you please clarify the following:
- Could you please provide the Terms and Conditions or links to the Golden Mission, daily cashback, and turnover bonus promotions you participated in?
- Were all of these promotions activated on your account, and did you receive confirmation that you had successfully completed their requirements?
- Could you please clarify the approximate total amount of bonuses/rewards that you believe should have been credited to your account?
- Has your VIP manager provided any explanation as to why the rewards have not yet been credited?
Please also share any relevant communication with your VIP manager or casino support regarding these promotions and the missing rewards.
Thank you very much in advance for your cooperation.
Karla M.
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11 hours ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Monnaie,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Karla
