The player from Ireland had received a free cash bonus and met the wagering requirements, building his balance to 2,000€. However, upon submitting a withdrawal, 1,800€ was removed from his account, leaving only 200€, with no prior warning from the account manager. The player failed to respond to multiple requests for further information and evidence needed to investigate the issue. Consequently, the complaint was closed due to lack of cooperation, with the option to reopen it if the player chose to resume communication.
Spinrise Casino - Player's winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €2,000
Spinrise Casino
Safety Index:Below averageCase summary
Discussion
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3 months ago
I received a free cash bonus. I met all the wagering requirements and then proceeded to build this up to a 2k balance.
I then submitted a withdrawal and this cancelled and reduced to 200. My 1800 was removed from my account and cannot be recovered. At no point was this mentioned when my account manager gave me the bonus and this is a complete scam. Avoid this casino at all costs.
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3 months ago
Important notice:
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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Dear Andyt123two,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing with the casino.
To better understand your situation, could you please clarify the following:
- What specific terms and conditions were provided to you regarding the free cash bonus?
- Could you share any screenshots or emails related to your bonus and withdrawal request for our reference?
- Can you please provide the exact date on which you submitted the withdrawal request?
Your cooperation in providing these details will help us investigate the matter and work towards a resolution.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petra
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3 months ago
Dear Andyt123two,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Petra
Casino.Guru
