The player from Austria faced difficulties withdrawing funds from Spin Rice Casino, where he had won over €900 after a €30 deposit and a bonus. The casino applied a maximum withdrawal limit of €330 based on the 10x multiplier of the €33 bonus amount, treating all winnings from the bonus and free spins as bonus-derived funds subject to this cap. The player argued that free spins should have been wagered and paid out separately with their own 10x wagering requirement, and requested a €100 credit as a goodwill gesture. After reviewing the game logs, transaction history, and bonus terms, we concluded that the casino acted in accordance with its terms and conditions by capping the winnings and paying out the allowed €330. The remaining balance was lost during normal gameplay, and the player was not eligible for additional funds.
Spinrise Casino - Player’s withdrawal amount has been reduced.
Unjustified complaint
Amount: €600
Spinrise Casino
Safety Index:Below averageCase summary
Translation
Hi everyone, I have a problem with Spin Rice Casino. I chose this casino because it's ranked first on Casino Guru. They offered me a 110% deposit bonus, which meant I received a €33 bonus with my €30 deposit. I was lucky and won over €900. The bonus terms and conditions state that you can withdraw a maximum of ten times the bonus amount. The casino applied this to my €33 deposit bonus, resulting in a €330 payout. However, I also received several free spins by reaching certain levels, and the winnings from these were not counted. I particularly remember winning €7.50 from free spins, which I played through with over 40 times my stake. I knew about the tenfold payout rule and initially cleared the €7.50 with the bonus terms and conditions of over 40 times the wagering requirement. I did that and knew I'd get €75 in addition to the €330. Later, I didn't pay attention to completing the bonus games, but I know I'd played through several free spins, and they should have been included in the calculation. I played with that money for three to four hours, and they could have reduced the €700 I wanted to withdraw and canceled to €330. However, they let me play with the money, which made me happy and made me think I'd fulfilled all the bonus terms and conditions. I would consider it fair if they deducted a portion of that amount, i.e., m. The €330 was paid out to me. I had requested a withdrawal of €700 in the meantime, but canceled this request after 15 minutes to continue playing, and ended up with €900. I believe these winnings should also be included in the calculation of the maximum withdrawal amount. I would like to get my money paid out, but I'm also willing to compromise and settle for €100, even though I'm entitled to more thanks to the free spins I've played through. However, I want to find a solution quickly. Has anyone had similar experiences with Spin Rice Casino? I was deducted over €600 from my winnings of over €900.
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinrise Casino. From your description of events, I couldn't precisely understand the timeline of events or the nature of your complaint.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you played and wagered the free spins before the wagering of the 111% bonus was complete?
- Were your winnings capped and removed multiple times?
- Did you contact the casino regarding the confiscation of your winnings? Were you given an explanation by support that you disagree with?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
TranslationI won some before and some after. There are certain levels you have to reach. Since I played there for three hours, including the promotion, some of the winnings must have come afterward, because they're tied to sales.
As I said, I am satisfied with a 100 Euro credit even though over 600 were deducted.
TranslationI used a bonus at Spinrise Casino and played with it. Before playing through the bonus, I completed several other bonus games. I also used and wagered more free spins afterward. I spent hours in the casino and tried out all sorts of games. I was active there for about four to five hours. I am of the opinion that the 10x payout for the bonus should also apply to my free spin winnings that I have fully wagered. I remember a win of €7.50 and another of €9 that I played through completely. I remember that because it cost me a lot of money. That alone would have been €165. Since Spinrise was listed first on Casino Guru and has a high security index, I expect a quick response within three days. The €100 I requested would be a consolation from the casino, a kind of , since I was deducted €600 that I was entitled to. At least. I would be entitled to €459. I request a prompt response from the Spinriise.
As a new customer and with my first deposit, I am aware that I have won a lot.
Please note that I will remain a loyal customer if you adhere to your terms and conditions.
Thanks for your reply and the explanation.
I understand you feel entitled to supplementary winnings; however, we are unable to assess your complaint without evidence.
- Have you requested your game history, the records of all your bets, and your active balance from the casino support?
Please share this or any supporting evidence with me. Request your game history from the casino in Excel format and send it to my email at tomas@casino.guru for review. Thanks in advance for your cooperation.
Dear andywinner
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, Stefan (stefan.m@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,
Tomas
Dear andywinner,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from Spinrise Casino to join this conversation and assist in addressing the complaint.
Dear Spinrise Casino,
Could you please provide your comments regarding the situation?
Thank you in advance for your cooperation and for sharing any relevant information.
Dear Stefan,
Thank you for your message!
We would like to inform you that the player was playing with a deposit bonus on their own deposit.
The amount of funds that has been subtracted from your account is 642.07 EUR, as the player has exceeded the maximum withdrawal limit of the First Deposit Bonus.
You can check the details in our Bonus Terms and Conditions via the link below:
https://spinrise.com/bonus-terms-and-conditions
As stated there, all winnings received while wagering a Bonus are limited to a maximum cashout amount of 10 times the bonus granted. Any exceeded balance will be voided prior to withdrawal.
Thank you for your understanding!
Best regards,
Spinrise Team
TranslationHello,
I played with the bonus money and wagered it 40 times. This left me far below the 10 times the winnings stated in the terms and conditions. Then I risked the bonus amount to increase the withdrawal limit.
I remember my first free spin win very well; it was a bonus amount of €7.50 that I had to wager 40 times. I had around €200 in my account and had already fulfilled the €7.50 wagering requirement of 40 times the bonus amount.
This increases my payout limit by 75 euros.
I also had to wager the €7.50 bonus winnings 40 times, which was only possible with some games. After fulfilling this requirement, I was still below the 10x withdrawal amount.
After that, I used free spins where I had to wager my money again and could only play certain games. I was only allowed to play a very limited number of games to increase the payout amount. I could have lost everything.
Aren't these free spins intended for users who are using a deposit bonus?
I thought I'd take the risk and play through this FS, where none of the games I normally play were included, in order to increase the payout threshold.
I could have lost everything on the bonus wagering requirements.
The 100 euros I want as compensation are very low after the 600 euros that have already been deducted.
Why is it even possible to play free spins and wager the bonus there? X40
My main concern here is the initial bonus. Another casino that had this policy reduced my balance to the withdrawal amount, and I was able to play normally, win, and withdraw.
The €600 they withdrew is, in my opinion, too much. I rarely have such good luck, and then it's like Spin City, which only pays out double the deposited amount. And you can't win any free spins bonus credit there during the deposit bonus period.
The €100 amount is low, but since I know they are otherwise a good casino, they can make me an offer at any time.
Won free spins are considered bonus winnings, and the payout limit of x10 after wagering the bonus amount 40x also applies to won free spins.
After all, I was taking a risk and could have lost everything by playing the bonus games. Most of the good games are locked during the free spins.
You can also make me a private offer. If I had withdrawn the money and then used the free spins, would I then be entitled to 10x the winnings from the free spins?
I request that you submit an offer to me; you are welcome to do so privately. If 100 euros is too high in your view, then submit an offer at your discretion via email, and I can consider the Casino Guru case closed.
Best regards
Dear Spinrise Casino,
Thank you for your response. Could you please provide us with the relevant game log so that we may conduct a further investigation?
I look forward to your reply.
Dear Stefan,
Thank you for your message!
We would like to inform you that according to our rules, from the first deposit bonus (both the free spins part and the cash part), a player can withdraw up to x10 of the awarded bonus amount. In this case, the bonus amounted to 33 EUR. The amount the player wins using the bonus funds does not change this rule — all winnings generated from the first deposit bonus are treated as bonus-derived funds.
After completing the wagering requirements for the first deposit bonus, the player should have requested a withdrawal of the amount available for withdrawal, which in this case was 330 EUR.
Unfortunately, the player continued to play with the funds originating from the first deposit bonus, and therefore, according to the rules, any amount exceeding x10 of the awarded bonus has been deducted.
We hope for your understanding.
Best Regards,
Spinrise Team
TranslationDear Spinrise Team,
Dear Spinrise Team, withdrawing and then depositing again would probably have been the wisest course of action.
I was scared at the time, and even though they had already cut my benefits, they didn't pay out the full 330 euros. I gambled away more money to get below a certain amount.
However, this has nothing to do with the cancelled payment of over 600 euros.
Further winnings were achieved with free games, and according to their own terms and conditions, I am entitled to a payout of ten times the winnings x40 after wagering.
È
The payout is ten times the bonus amount. Since the bonus balance has increased through the wagered free spins, the payout amount has also increased.
I am grateful that I won, and to close this case, you can make me an offer at any time, even if it's lower. Dear Spinrise Team, you can contact me by email anytime to find an amicable solution.
At the time, I was afraid to withdraw the full amount. I withdrew €280 from the €330 limit you allowed, but then gambled away €49-€50 in one go. Because I love your casino and I'm truly saddened to have suffered this significant loss for the second time besides Spin City, I'm offering to credit my Spinrise account with €40.
This balance is within the range of the payout amount and is acceptable to me. This is my final offer.
Kind regards
Dear Spinrise Casino,
Thank you for your response and the information provided.
Could you please reply to the player's message? Additionally, we kindly request that you provide the game log so that we may review the situation. You can send it to my email address stefan.m@casino.guru.
I look forward to your response.
Dear Stefan,
Hope you`re doing well!
We would like to clarify that under our terms, the first deposit bonus — including both the free spins and cash portions — allows a player to withdraw a maximum of x10 the awarded bonus amount. In this case, the bonus was 33 EUR. The total a player can withdraw is not affected by how much they win with the bonus funds; all winnings generated from the first deposit bonus are considered bonus-derived.
Once the wagering requirements for the first deposit bonus were completed, the player should have requested a withdrawal of the allowed amount, which in this case was 330 EUR.
Unfortunately, the player continued wagering with funds originating from the first deposit bonus, and as a result, in accordance with the rules, any amount exceeding x10 of the bonus value was removed.
Best Regards,
Spinrise Team
TranslationAccording to your terms and conditions, you win 100x the bonus. I didn't need that much.
Free spins must be explicitly wagered in specific games where I could have lost everything.
Free spins are bonus winnings.
Free spins are unrelated to the deposit bonus. You also win 10x your stake with those. I would have to wager them 40x.
I contacted you and you said they couldn't credit any of the 600 euros.
Please remove my last name from the list above. I don't want anyone searching for my name to know I'm gambling.
Regards, Andy
According to your terms and conditions, you receive 10x the amount, and this also applies to free spins. Why else would they be offered?
I ask Casino Guru to decide for me.
Hello andywinner,
We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dear Spinrise Team,
Thank you for your clarification regarding the first deposit bonus and the applicable wagering requirements.
To help us gain a complete overview of the situation, could you please provide the player’s game log? This will allow us to verify the sequence of wagers and better understand how the bonus-derived funds were used.
I look forward to your response.
Dear Matej,
Thank you for contacting us!
We would like to inform you that we have requested the betting history from the provider.
Please provide us with an email address to which we can send the player’s betting history.
Thank you for your understanding!
Best Regards,
Spinrise Team
TranslationPlease provide your betting history, including free spin wagering requirements. I also played at another of the top 5 bookmakers. €300 was also deducted, but I was allowed to keep the 10x bonus each time. Even on their website, bonus cashback etc. is mentioned in the same sentence.
Dear Spinrise Casino,
Kindly provide the requested information to my email address: stefan.m@casino.guru.
I look forward to your reply.
Dear Stefan,
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
TranslationThere you can see that I've used up the bonus games. I usually play AmusNet games. But to unlock the bonuses, especially a bonus of around 50 euros, I'm also entitled to the 10x bonus here.
Since you're looking at everything carefully, Stefan. The bonuses used are hopefully listed in the betting history. Furthermore, I wanted to make a withdrawal and then reversed it after an hour because I thought I might win something. Which then happened.
I ended up spending about 900 euros.
⁵
As I said, I am prepared to receive not the full 600 euros from the casino, but only a partial amount.
According to the terms and conditions, the implemented bonuses, which are valid even if the casino claims otherwise, are payable 10 times.
Since the casino has not accommodated me so far and⁵ enjoys a very high position on your side, I would now like to offer the casino to credit 100 euros to my player account.
With game7andreas@gmail.com I've already registered at five casinos with a high security rating. All of them paid out, with Martin Casino processing my payment within an hour. I was also playing with a bonus there. They automatically reset part of my winnings (including X10 bonuses), and I was able to continue playing with the remainder.
My bonus at Martin Casino was reduced by 40 percent. After that, I won there and was able to withdraw. I'm now a member of Lemon Casino, Martin Casino, and a Spirit VIP.
All sites that were recommended to me from here. Why was I able to continue playing for 3 hours and the system didn't recognize, as with other casinos, that my bet was too high?
Why didn't the system recognize that I was trying to withdraw too much during the first withdrawal attempt of approximately €500? I cancelled it an hour later and won.
Why don't they recognize free spins, i.e., bonus games, as having a 10x wagering requirement?
As I said, I'm happy with €100 in game credit. It's better to receive a small amount than nothing.
Why would you even bother playing the bonus games if you then don't get any winnings?
Dear Spinrise Team, could you please offer me €100 in gaming credit? It's a small amount in comparison.
Dear Casino Guru Team, dear Martin, you have
You can provide all the data and also offer a comparison.
Dear Spinrise Team, 100 euros and the case can be closed positively. Definitely good for your reputation.
Thanks
Regards, Andy
Dear Spinrise Casino,
Could you please also provide us with the transaction history and bonus history? I have thoroughly reviewed the game log you provided, and I would like to confirm my understanding of the situation: were the winnings capped on 15.10.2025 at 19:09? Additionally, is it correct that the player completed the wagering requirements at 18:40 on 15.10.2025?
I look forward to your response and the requested evidence.
Dear Stefan,
Thank you for your reply!
The player has completed wagering the bonus from his first deposit; his deposit bonus amounted to 33.30 EUR. However, as we mentioned earlier, the winnings are still considered bonus winnings, so the amount was reduced to the maximum allowed bonus payout.
We have sent you the bonus history by email - please check your inbox and provide us with your feedback regarding this situation.
We hope for your cooperation and understanding!
Best Regards,
Spinrise Team
TranslationDear Spin Race Casino, my main concern is that I continued playing with real money even after fulfilling the bonus requirements. In doing so, I risked my own money and reactivated the bonus. You have a level system where you can unlock free spins. I played very quickly and frequently, which allowed me to level up rapidly. However, even after fulfilling the bonus requirements, I still used the free spins, which required me to wager them 40 times and could only play certain games. This put me at risk of losing everything again. As I said, I'm not demanding all the money back, but would like to reach an agreement with you regarding a €100 casino voucher or a €100 credit to my account. You can also, if you prefer, require me to wager this €100 bonus 40 times. I have since attempted a withdrawal, but I cancelled it because I wanted to continue playing. At that point, the system should have raised an alarm and not allowed me to continue playing. Therefore, I request once again that you credit me with €100. ⁶It would be a gesture of goodwill on your part, and the dispute would be definitively settled. It's up to you. As I said, in my opinion, I'm entitled to much more money; however, I also see your terms and conditions and the free spins I played, activated, and completed. Therefore, I'm settling for this amount, even though I would be entitled to many times that. As I said, I think your casino is great, and we've since deposited again. I believe we can find a fair solution here where both parties are satisfied. Best regards, Andy
Dear Spinrise Casino,
Thank you for your response and for providing the evidence.
Could you please also share the player’s transaction history so that we may review the situation in more detail?
I look forward to your response.
Dear Stefan,
Thank you for your reply!
We have sent the player's transaction history to your email.
Thank you for your cooperation!
Best Regards,
Spinrise Team
TranslationDear Spinrise Team,
I played bonus games that also had to be wagered independently of the initial deposit bonus.
For example, I won 7 euros in a free spin. I then had to wager this amount, which increased the payout by 70 euros.
As I said, I'm only asking you to give me €100 as a concession. I've already wagered at least several times the bonus amount, and that's why I have to play these games, which I don't normally play.
It's Christmas and I want a fair solution.
A credit of 100 euros to my player account that I have to use is fine with me.
Do you understand my point of view, dear Spinrise Casinobl?
I am a VIP at 3 casinos on the top 10 list here.
Problems like yours have not occurred before.
I'm hoping for a small Christmas miracle that they will interpret their own terms and conditions, at least partially, in my favor.
Regards, Andreas
Dear Spinrise Casino,
Thank you for your response and for providing the supporting evidence. I have reviewed the materials carefully; however, certain aspects of the situation remain unclear.
I would appreciate it if you could please clarify the matter once again in full. Based on my understanding, the player’s balance was capped at approximately €330 after meeting the wagering requirements. Subsequently, several withdrawal requests were denied, after which the player ultimately received a withdrawal of €330. Following this, the remaining balance was lost.
Kindly confirm whether this understanding is correct and provide any additional information or clarification if any relevant details may have been overlooked.
I look forward to your response.
Dear Stefan,
Thank you for your response!
We would like to inform you that the player’s withdrawal requests were canceled due to the absence of KYC verification. According to our rules, a player must be verified before withdrawing funds.
After the player provided the requested documents, their profile was verified, and they were able to withdraw the funds.
Thank you for your cooperation!
Best Regards,
Spinrise Team
TranslationSo I couldn't withdraw the amount because I wasn't verified?
Then, after I was verified, they withdrew over 500 euros?
I am now verified and they can pay out the money without any problems.
Furthermore, if I remember correctly, I verified my account with you immediately, even before I won so much money.
I was able to withdraw the funds before a large portion of my winnings were confiscated.
I wanted to win even more, and the first withdrawal attempt was already well over 330 euros.
I wanted to keep playing and win more. Apparently, I won too much. I could have lost everything. I participated in many free spins where you could withdraw 10x the winnings. I knew that the maximum withdrawal was 10x. That's why I participated in so many promotions to increase the withdrawal limit.
I played for hours and I don't understand why a payout wasn't processed, as they say, due to verification.
If I understand correctly, they processed my verification while I was playing and collected the money after successful verification.
TranslationTheir loyalty program offers free spins where you can win bonus credits that you can win back by wagering them on certain games.
This increases the payout value because I have played through levels 1 to 10 with real money.
Otherwise, what would be the point of the loyalty program? I was so happy to have won a lot once. It felt so good, and then, after I had canceled several withdrawals myself (withdrawals between 500 and 550 euros), they deducted them from the last withdrawal (around 500 euros).
During my last withdrawal, over €500 was immediately deducted. However, when my balance reached €500, there was nothing. They even credited it back to my player account. My player history shows how long I've been playing with them.
There was another casino that had similar conditions. I won there with free spins. They wagered the money 10x, and after that I could play with it as I wanted. I won 100 euros and was able to withdraw it.
Dear andywinner,
We have reviewed the game log in detail, and based on our findings, all actions were carried out in accordance with the casino’s terms and conditions.
Your winnings were capped at €330, which represents 10 times the bonus amount. Following the application of this cap, you continued playing and subsequently lost the remaining funds. We also note that you submitted multiple withdrawal requests; however, in each instance, the funds were returned to your account. The amount of €330 was successfully paid to you.
Based on the above information, we believe the casino acted appropriately. Therefore, you are not eligible to receive any additional funds.
We look forward to your response.
Dear andywinner,
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.
TranslationI received ten times the amount paid out. However, I also received free spins for which I am also entitled to ten times the amount.
Dear andywinner,
I have reviewed the game log provided by the casino, and it appears that you are not eligible for any additional funds, as the balance in question was lost during normal gameplay.
For the reasons outlined above, we will now proceed with rejecting this complaint. Thank you for your understanding.
I am genuinely sorry that we were unable to assist you more effectively in this particular situation, as our goal is always to help players resolve their issues whenever possible.
Please remember that you are always welcome to contact us again should you encounter any problems with this or any other casino in the future. Whether you have a question, concern, or a new issue that requires review, our team is here to support you.
Kind regards,
Stefan
Casino.Guru
