Spinrise Casino - Player’s winnings are confiscated due to account closure.

Dear Casino Guru,

I am requesting your assistance regarding SpinRise Casino’s refusal to pay my legitimate winnings of €1,400.

Approximately one year ago I self-excluded from SpinRise because I was a gambling addict. My account was closed and I could no longer access it. Despite this, SpinRise continued sending me promotional emails encouraging me to return. I previously complained about these emails to both SpinRise and Casino Guru and was assured the marketing would stop, but it continued.

Eventually I opened a new account using a different email address, but I used my real identity throughout. My email still contained my first and last name, and I registered with my real phone number, address, driving licence and proof of address. SpinRise verified my identity and allowed the account to remain active.

I deposited €100. I then emailed SpinRise stating, "I’d like to self exclude. I’m a gambling addict." Instead of processing my request, they encouraged me to remain a customer and promoted their casino and games. They did not self-exclude me.

After that I deposited another €120 and, using only my own money and no bonuses, I legitimately won €1,400.

I immediately requested a withdrawal. While waiting, I repeatedly contacted support asking where my money was. I was repeatedly told withdrawals could take up to 48 hours and to continue waiting.

While waiting for the withdrawal, I deposited another €158, which I lost. After approximately 36 hours, my withdrawal still had not been processed, so I contacted support again and was again told to wait. I then deposited another €100. I played until my balance reached €96, when my account was suddenly closed while I was actively playing.

Only after closing my account did SpinRise tell me they were confiscating my €1,400 winnings because of a "duplicate account" and would only refund my deposits.

I believe this is unfair because:

My previous account had already been closed due to self-exclusion.

SpinRise continued sending promotional emails despite assuring me they would stop.

They verified my identity using my genuine documents.

They accepted all of my deposits.

They ignored my request for self-exclusion after I clearly told them I was a gambling addict.

They repeatedly told me to wait for my withdrawal instead of raising any issue with my account.

They only relied on the duplicate account rule after I had won €1,400.

I have evidence of every part of this complaint, including my previous self-exclusion, the promotional emails, my complaint about those emails, SpinRise’s promise that they would stop, my self-exclusion request, their response encouraging me to continue playing, the withdrawal correspondence, and the emails confirming that my winnings were confiscated.

I respectfully request Casino Guru’s assistance in reviewing this dispute and helping me recover my legitimate winnings.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Spinrise Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you registered both of your accounts using the same personal information?
• Have you successfully completed the KYC verification process for both accounts?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi I have emailed you everything yesterday

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 (matej.l@casino.guru). 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,

Attila

Hello Shau, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Spinrise Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej,

Thank you for your patience while we reviewed this matter.

We would like to inform you that, following our investigation, the player’s account was closed after it was established that the player had registered and maintained multiple accounts on our website. This is in direct violation of the following provisions of our Terms and Conditions:

8.1. Each individual may register and maintain only one (1) personal Player Account. Accounts sharing the same residential address, household, IP address, or device will be considered duplicates. We reserve the right to close and forfeit all duplicate accounts, cancel any pending withdrawals, and confiscate any winnings. You must not share your account credentials or allow another person (including minors) to access your account.

8.2. If we discover that you have operated a duplicate account, any returns, winnings, or bonuses accrued during the period in which multiple accounts were active will be forfeited. The Casino may require you to return any funds already withdrawn from the duplicate account.

We would also like to confirm that, once the duplicate account was identified, the player was refunded the full amount of all deposits made.

Best regards,

Spinrise Team

Thank you for looking into this matter for us, dear Spinrise Casino.

Could you please e-mail me screenshots showing both original and the duplicate accounts, their statuses and how was the profile information filled out? Thank you.

Dear Matej,

The screenshots you requested have been sent to your email.

Please let us know if you need any additional information or clarification regarding the case. We will be happy to assist further.

Best regards,

Spinrise Team

Thank you for the provided evidence, dear Spinrise Casino, much appreciated.

Dear Shau, from the evidence provided by the casino, it is confirmed that the secondary account has been created, which is in direct breach of the T&C regarding multiple accounts:

8.1. Each individual may register and maintain only one (1) personal Player Account. Accounts sharing the same residential address, household, IP address, or device will be considered duplicates. We reserve the right to close and forfeit all duplicate accounts, cancel any pending withdrawals, and confiscate any winnings. You must not share your account credentials or allow another person (including minors) to access your account.

Therefore, by closing the account and voiding your winnings, the casino has followed their own T&C you have agreed with when signing up for the original account.

Since the account has been created using exact same personal details, in your case specifically I would request deposits to be returned, since your credentials were supposed to be blocked due to the previous self-exclusion. However, the casino representative mentioned your deposits were already returned, therefore if this is true I have nothing else to mediate on your behalf.

Could you pelase confirm if you have received the deposits as claimed by the casino representative? Thank you.

Since no further questions were asked, I believe both parties understands the resolution of this complaint and agree with the decision made several days ago.

Since there is nothing else I can mediate on player's behalf, I will close this complaint.

As always, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.