The player from Germany faces issues with his winnings at Spinrise, having experienced cancellations of approximately €63,522 after properly fulfilling bonus terms and conditions. He argues that his deposit of €478 was confirmed as real money, and subsequent winnings should be fully payable. Despite previous confirmations from his VIP manager, the casino's support has yet to provide a resolution.
Spinrise Casino - Player's winnings have been confiscated.
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Spinrise Casino
Safety Index:Below averageCase summary
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15 hours ago
Translation
Complaint against Spinrise – Real money winnings cancelled after bonus has already been completed
I registered with Spinrise on March 19, 2026, and initially deposited €550 . For this, I received a €675 High Roller Bonus . With this bonus, I was able to win approximately €14,000 . According to the bonus terms and conditions, after fulfilling the wagering requirements, a maximum withdrawal limit applies (10x bonus amount, maximum €10,000 after further play).
After fulfilling the wagering requirements, I deposited an additional €431 and €47, for a total of € 478 . This amount was combined with my remaining balance, giving me a total of €5,478 available.
I continued playing with this credit and increased my balance to a total of €28,000.
My VIP manager then contacted me by phone and explained that, due to the bonus terms, a maximum of €10,000 could be paid out and that my additional deposit of €478 would be credited back to my account as real money . The remaining €18,000 was cancelled .
I have accepted this decision.
On March 20, 2026, I received the first payment of €4,000; a further €6,000 was being processed.
In addition, the €478 were explicitly credited to me as real money.
With this €478 of real money (without bonus commitment), I then continued playing and won around €60,000.
I also submitted these winnings for withdrawal. In total, I had approximately €74,000 in withdrawals, of which €4,000 were quickly paid out.
My VIP manager confirmed to me several times, including by telephone, that the winnings from the €478 were real money and that all resulting winnings were fully payable and would not be reduced.
While I was waiting for further payouts, I suddenly received a message that €63,522 had been withdrawn from my account. The reason given was that I had exceeded the maximum withdrawal limit of the High Roller Bonus.
In my view, this is incorrect because:
the bonus was previously fully completed and limited
the €478 were explicitly credited as real money,
The subsequent profits of approximately €60,000 were generated exclusively from this real money.
My VIP manager has repeatedly confirmed to me that these winnings are real money and fully withdrawable.
I contacted support and explained the entire situation. They informed me that the case needs to be manually reviewed due to multiple gaming sessions and the switch from bonus to real money. However, no solution or correction has been provided yet.
I am filing this complaint because, in my opinion, real money winnings were wrongly deducted under the bonus terms and conditions. I request a full review of my account and the release of the winnings earned with real money.
I can provide all relevant evidence such as chats, emails, payment confirmations and game history upon request.
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1 hour ago
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1 hour ago
Dear Broddy,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Spinrise regarding your withdrawals.
To assist you better and understand the situation fully, could you please provide answers to the following questions?
- What specific date did you make the withdrawals that were subsequently deducted?
- Did you receive any communication from the casino before the deduction that outlined their reasoning?
- Have you kept a record of your chats and conversations with your VIP manager regarding your winnings?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petra
