Spinrise Casino - Player’s winnings are being confiscated.

Dear Casino Guru Team,

I recently signed up for Spinrise Casino after seeing it listed on your site with a high safety index (rated 8.2/10 as of my signup in October 2025). I was attracted by the positive reviews and decided to try their live European roulette game. Unfortunately, I've encountered what appears to be either a serious glitch or potentially fraudulent behavior, as the casino refused to pay out a legitimate win, claiming I exceeded table limits—despite clear evidence to the contrary. This has cost me a significant amount (potentially thousands if similar issues persist), and it seems suspicious that this only triggered on a winning spin.

Here's a detailed account of what happened:

On October 12, 2025, I was playing Live European Roulette. Before placing bets, I checked the table limits, which were clearly displayed as:

Up to $200 on splits

Up to $100 on straight-up bets

Up to $600 on red/black/even/odd

Overall table limit: $1–$2,000 per spin

I have a video recording of the table interface showing these exact limits, which I narrated for clarity. The video is publicly available on YouTube: https://youtu.be/wt3dWvPLmWE. It also includes my betting IDs for transparency.

I placed the following bets, totaling $200 (well within the $2,000 table max):

$20 split on 9/12

$20 split on 18/21

$20 split on 16/19

$20 split on 27/30

$20 straight-up on 25 (red)

$100 on red

The ball landed on 25 red, which should have resulted in:

Straight-up win: $20 x 35 = $700 win + $20 stake = $720

Red win: $100 x 1 = $100 win + $100 stake = $200

Total payout: $920 (net win of $720 after accounting for lost split bets)

Instead, the system displayed an error message stating I was "above the table limit" and to "check the table maximums." No payout was issued, and the bets were voided. This makes no sense, as each individual bet was under the respective limits ($20 < $200 for splits, $20 < $100 for straight-up, $100 < $600 for red), and the total was far below $2,000.

Importantly, I did not activate or use any bonuses. When signing up, the site prompted me about bonuses, and I explicitly declined and disabled them. I have a current screenshot from my account settings confirming that no bonuses are active or have ever been applied to my account. This rules out any bonus-related max bet restrictions.

I immediately contacted live support, who acknowledged the issue but said they had escalated it to "another department" via email and that I would be contacted soon. However, based on my experiences with other gambling sites, these escalations often go nowhere, and I haven't heard back yet (it's been over 24 hours as of writing this).

This isn't the first time I've seen payout issues at online casinos, but Spinrise's behavior feels particularly off—especially since the error only appeared after a win. I've noticed similar complaints on your site about Spinrise confiscating winnings or delaying payouts (e.g., due to alleged bonus violations or account issues), which makes me concerned this could be a pattern. If it's a glitch, it should be fixed; if not, it raises questions about fairness.

I request Casino Guru's assistance in mediating this dispute. Please help me recover my rightful winnings of $920.

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Dear brendontaylor777189,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to [email protected]?

Have you stopped playing right after the incident?

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you.

Thank you in advance for your understanding.

Best regards,

Katarina

I briefly stopped to contact live support chat. The agent said he had sent the email to the department that handles issues like this and confirmed that my calculations were correct. I made a video after reporting the issue to live chat, showing the supposed 'table limits,' and uploaded it to YouTube, but they refused to view it. I continued gambling afterward. You can see in the screenshots that I'm receiving conflicting messages. One message mentions the table limit, another claims the round was a loss, another states there was no error, and yet another confirms I completed the bet and my payout calculations were correct. Why am I getting four different answers if, as they claim, this is a simple matter and not a mistake? Here is the evidence: I placed a wager that should have won but was voided due to 'table limits.' I contacted live chat immediately, and the agent confirmed my calculations were correct. I made a video showing the table limits, proving I did not exceed them. I have four different messages, each claiming a different issue with this single bet:

'A bet may not be accepted if the limit set by the game provider has been exceeded.' I have shown this is incorrect.

'After carefully reviewing this round, I regret to inform you that it resulted in a loss.'

'No errors were found in the system, and the round was completed correctly and was not a winning round.'

The live chat agent informed me that I completed my bet, and it was calculated correctly.

I am hoping to resolve this through the proper channels, but this company seems more interested in withholding my winnings than paying me, even though I would still be at a net overall loss. If we cannot mediate this peacefully here, I will pursue a chargeback, though I would prefer a peaceful resolution. Please view the YouTube video show further evidence. You can add "/watch?v=wt3dWvPLmWE" after www.youtube.com to find the video.

Dear brendontaylor777189,

thank you for your reply and for the screenshots and a video provided.

• Do I understand that this is all the communication you have regarding this case, please?
• Can you provide your game history, please?
• Have you ever been allowed to place a bet like the one you described? Have you received any winnings from sucha bet?

If you have any additional information, could you kindly forward it to my email [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I would like to add that this casino is fraudulent. I have never used an online casino in my life that requires a $10,000 wagered play through without some sort of deposit bonus enabled which I do not and uploaded screenshots proving this.

Dear brendontaylor777189,

thank you for your reply and email.

I’m very sorry but you haven’t answered any of my previous questions. Please check my previous reply and try to address them. All requested information is essential if we wish to proceed with the case.

Thank you in advance. 

Katarina

1. Yes this is all the communication

2. No I don't have access to it or what spin it would have been.

3. I don't recall

Dear brendontaylor777189

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello brendontaylor777189,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear Matej,

Thank you for your message!

We would like to inform you that the bet mentioned by the player is not visible in our back office. This means that the bet was not placed and therefore was not credited.

Such cases may occur when a player exceeds the maximum bet amount allowed.

We appreciate your understanding!

Best regards,

Spinrise Team

Dear Spinrise Team,

Please test the bets shown in Brendontaylor777189's video (https://www.youtube.com/watch?v=wt3dWvPLmWE) and explain whether table rules/limits should be triggered in that situation.

The bet was rejected so it should not be in the log. Where I see the problem in this situation is that this message appears after the winning.

Dear Matej,

Thank you for your message!

We would like to inform you that our project has betting limits for live games, which is 150 CAD. Any bets above this amount will be voided and returned to the balance. We have requested the betting history from the provider to present you with evidence that the player’s bet was not credited and no funds were deducted.

Thank you for your understanding!

Best Regards,

Spinrise Team

Dear Spinrise Team,

Could you please clarify where this limit is mentioned? Brendontaylor777189 cites the table rules, which shows a limit of 200 CAD, but I cannot find limit 150 CAD stated in your Terms.

More importantly, in the video Brendontaylor777189 provided, the bet was rejected only after the result was determined. Can you confirm — and ideally demonstrate — that a bet which ends as a loss will trigger the same error and that all funds will be returned in that case?

Thank you for your clarification.

Dear Matej,

Thank you for your reply!

In the video, the player does not place any bets. We have requested the player's betting history and can provide you with proof that the player received all of their funds after the bet.

The bet limit of 150 CAD is our internal limit, and the player can obtain this information from our technical support department.

Please provide your email address so we can send you the player's betting history.

We hope for your understanding!

Best Regards,

Spinrise Team

I did not place a bet in the video but the point of the video is to illustrate that the table itself while I was playing shows the limits even above what you are claiming and supports that my bet should not have been voided and I would have won if not for this bug, error or incorrectly displayed table limit which is not my fault but a fault of the casinos. I would also like to add that there has been $2,000 deposited onto the account, and I have $1,029.81 that they refuse to allow me to withdraw and I have not accepted any sort of sign up bonus or applied any other bonus to my account. If I'm unable to withdraw the money I deposited I will issue a charge back.

Thank you for such a quick reply.

My email address is [email protected]

Dear Matej,

Thank you for your reply!

We have sent the player's betting history to your email.

Thank you for your cooperation!

Best Regards,

Spinrise Team

Dear brendontaylor777189 and Spinrise Team,

Game logs confirm that the maximum bet in the log is 150 CAD. Therefore, all bets exceeding this amount were voided and refunded.

Regarding the remaining balance, Spinrise Team mentioned rule 10.8:

All deposits must be wagered before any withdrawal of funds connected to these deposits is allowed. Specifically: for most games, the total amount of bets placed must equal at least 3 times the deposit amount, while for table and live games, this requirement increases to 10 times the deposit amount.

A withdrawal will be possible once the minimum turnover requirement is met.

Dear brendontaylor777189, I hope that this explains the situation, and we can close the complaint.

Oh okay I guess as long as their internal rules that don't reflect on the website say so it's all good. Isn't that against the law? False advertising? Obviously I can't sue them because they're not in my country but you realize that is literally against the law right? Hey we're advertising bets up to x amount and when you win it's void because our internal rules that are not advertised are actually lower than the advertised amounts. Casino Guru always sticking up for the casinos. I wonder how much you're all paid to shill.

Dear brendontaylor777189,

Let me explain the situation one more time:

I reviewed your game log and found that there was no bet over CAD 150. All bets exceeding CAD 150 were cancelled and the money was returned — regardless of whether you won or lost.

I understand that the in-game information may have been incorrect and that the casino should update it. However, because the system does not allow bets over CAD 150, the environment remains safe. The only inconvenience is that larger bets are cancelled — but no financial loss occurred.

All bets where you staked more than CAD 150 were voided and fully refunded to your account. Because of that, we believe the casino is right — you did not suffer any financial damage.

I hope this clarifies the situation and that you understand our decision.

I understand. You're just a casino shill. Get cancer.

Dear brendontaylor777189,

First of all, we have a zero-tolerance policy toward vulgarities and expressions like those used in your last post. Consider this your first and final warning.

Because all bets over CAD 150 were cancelled, you did not lose any money. The only inconvenience was that those bets were voided — and the casino’s displayed information was incorrect.

You claim this is illegal and that you deserve compensation — but compensation for what, exactly? If you did not lose any funds, what amount would you be eligible for?

I hope this clarifies why we reached our decision.

You can't falsely advertise. What do you not understand about that? If the sign says I can place a wager up to $250 and I place a bet and win but it's voided due to internal rules that contradict what's advertised I would win that in court 100% of the time because it's false advertising. It's why there are fine prints. You even said you saw nothing in thr TOS and I demonstrated the false advertising but you're taking their side because you're a shill. Kill yourself dude I don't care if I get banned you guys rarely help people, it's a cover for casinos so it appears there's real recourse. Hope your kids get hit by a bus you scamming faggot.

Dear brendontaylor777189,

It is unfortunate that you do not understand the logic here.

The casino system did not allow you to place bets higher than 150 CAD. If you attempted to do so in the past, all such bets—whether they were wins or losses—were automatically cancelled. By placing bets above this limit, you were never at risk of losing any money, as every bet exceeding 150 CAD was voided. For this reason, you are not entitled to receive any additional funds from the casino. All of your lower bets were processed correctly, as were your bets on other games.

Even though the table information stated that the maximum allowed bet was 200 CAD while the actual limit was 150 CAD, this does not constitute false advertising in this situation, because no player could lose money due to this discrepancy. This appears to be a human error, and I hope the casino will correct the displayed information soon. However, since no financial loss occurred as a result of this mistake, you are not entitled to any compensation.

Because you ignored my previous warning and continued to use vulgar language, we have decided to ban you from our platform. Therefore, I am closing this case immediately, as you will no longer be able to respond.