The player from Australia had deposited $200 AUD and won $14,000 AUD, but the casino had only allowed him to withdraw $500 AUD, citing a bonus condition. He argued that he had no active bonuses at the time of his deposit and insisted that he should have been able to access the full winnings. The Complaints Team was unable to proceed with the investigation due to a lack of response from him, which led to the closure of the complaint. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Spinrise Casino - Player’s withdrawal has been restricted.
Closed
Our verdict
Player stopped responding
Amount: A$13,500
Spinrise Casino
Safety Index:HighCase summary
Discussion
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2 weeks ago
I deposited $200 AUD.
When I deposited I had $0 and 0 active bonuses in my account.
I then proceeded to win $14,000 AUD and went to withdraw the amount.
When I checked Spinrise and deducted $13,500 AUD from me and only let me withdraw $500 AUD.
When I asked why they tell me they gave me a $50 bonus cash and I can only withdraw 10 X the amount of the bonus cash they gave me.
I tried to explain to them multiple times that this is not the case as when I deposited I had bonuses turned off and no active bonuses. I won that $14,000 AUD off the $200 AUD that I had deposited.
Also all this time in my wallet at no time did any of my funds say locked by bonus.
I am 100% positive if this and they refuse to give me my $13,500 back
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2 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
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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2 weeks ago
Dear Nafon94,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Spinrise Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Was this your very first deposit at this casino, please?
- Have you ever taken bonus from Spinrise Casino?
- Have you passed the KYC verification, please?
- Is your account accessible to you, please?
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,
Katarina
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1 week ago
Dear Nafon94,
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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yesterday
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,
Katarina
Casino.Guru
