The player from Austria complained that SpinRise Casino had deducted a large portion of her winnings due to a 'maximum bonus withdrawal limit' that had not been disclosed before she accepted the bonus. After depositing €25 and winning approximately €3,000, €2,722.50 was taken away, and she believed this practice was misleading and unfair. The Complaints Team concluded that the casino's terms regarding the maximum cashout had been stated in its Bonus Terms and Conditions, and although deemed restrictive, they were considered acceptable. Therefore, the request for a full payout was not supported, and the complaint was closed as rejected.
Spinrise Casino - Player’s winnings were confiscated by casino.
Closed
Our verdict
Unjustified complaint
Amount: €2,722
Spinrise Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
5 months ago
Translation
Hello dear Casino Guru Team,
I would like to complain about SpinRise Casino because a large portion of my legitimate winnings was taken away.
I deposited €25 on October 9, 2025, and activated the 111% first deposit bonus. After fully wagering the bonus amount, I had a total profit of approximately €3,000 and wanted to withdraw it.
After requesting a withdrawal, I received a message stating that I had exceeded the "maximum bonus withdrawal limit" and that €2,722.50 had been deducted.
And reference was made to the terms and conditions and bonus terms of other casinos.
This alleged rule ("maximum withdrawal 10x the bonus amount") was never mentioned before accepting the bonus or during play. I accepted the bonus without being informed of such a limit. If this information had been clear and visible, I would never have activated the bonus.
I was only made aware of this afterwards, and I consider it to be a misleading and unfair practice.
I ask for your support so that the casino either releases the full payout or provides verifiable evidence of where and when I actually agreed to this rule, since it must be clear before the deposit.
Thank you very much for your help!
Best regards,
Jessica Z.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
5 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Dear jessicazadra,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the Bonus Terms and Conditions, and this is what I found:
32. All winnings received while wagering Bonus are limited to a maximum cashout amount of 10 times bonus granted. Any exceeded balance will be voided prior to money withdrawal.
I would like to emphasize that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game; however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Veronika
Public
Public
4 months ago
TranslationThis should still be stated when making a deposit or receiving a bonus without me having to search for it.
Automatic translation:
Public
Public
4 months ago
Dear jessicazadra,
I understand your point of view, and I agree that important bonus conditions should always be presented in a clear and visible way before the bonus is accepted. Unfortunately, based on our analysis, the casino does mention the "10x maximum cashout" rule in its Bonus Terms and Conditions.
While we find this rule to be restrictive, such limits are still considered acceptable when applied to winnings generated from a bonus, as long as they are stated in the Terms and Conditions — even if not highlighted at the time of deposit.
Because of this, we have to consider the casino’s decision to be in line with its stated rules, and we are unable to support the request for the full payout.
I will now close this complaint as rejected.
Best regards,
Veronika
