The player from Alberta cancels a bonus, expecting only the $150 bonus amount to be removed, as confirmed by the VIP manager, but finds that $1300 is deducted instead. The casino refuses to rectify the situation, and the VIP manager avoids further communication after the issue arises.
Spinrise Casino - Player’s funds are confiscated after bonus cancellation.
Opened
Current status
Waiting for player to reply
6d 6h 10m 59s
Spinrise Casino
Safety Index:Below averageCase summary
Discussion
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2 days ago
Confirmed with them twice, that if I cancelled my bonus early, it would only remove the bonus amount, specifically asked, it will only remove the $150 bonus amount, the VIP manager, yes the VIP manager because I'm a great customer confirmed it. When I went to cancel the bonus, they stole $1300 from me, and then proceeded to lie to my face, and refused to make it right. When faced with the lie, the VIP manager ran away, tail between his legs, after lying to me, stealing from me, and reiterating his colleagues lie.
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17 hours ago
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17 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinrise Casino. I checked the relevant terms and conditions and found this: https://www.spinrise.com/bonus-terms-and-conditions
19. Players have the right to cancel any bonuses without proceeding to their wagering, without any loss of their own funds.
Please allow me to ask you a few questions so I can better understand the situation.
- Was the amount left on your account equal to your deposited funds?
- Could you please explain why you wished to cancel the bonus at the time? How much was your wagering progress?
- Have you saved the original communication with support when asking about the cancellation of the bonus? Would you be able to share it with me at tomas@casino.guru?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
