Spinrise Casino - Player's withdrawal is rejected due to account limitations.

Hi I am just complaining about this casino it's spin rise now I signed up with them and took the first deposit bonus now I was playing all night I got it up 3 thousand dollars and I collecting it at 2800 so I went to withdrawal 2,300 and then I'll check today and it was rejected alcohol to live chat and he said that they took the money because Armani entitled to 100% of what I deposited which was $50 now I was playing all last night not knowing of this and nothing popped up on the screen to say anything about it or nothing to say anything about the 100% and why would they let me play up to 2800 knowing that you cannot collect that money so why would they let you play over that when there's no point and not saying nothing now I am 2,300 sure of what I thought I won I've talked to live chat and they said they are the rules I've never heard nothing like that why would I play if you see nowhere I can only collect 100% of your first deposit that and then let me keep playing up to two three thousand dollars when they know I can't collect that that is wrong that's clearly not right and I'm very very upset I'm I've actually plan things with that money so now I owe people because I'm for one more money I followed by one of I've never been beaten since I was 11 years old I just can't believe they could just do that to me why would you let me play it up to that in the first place and then take two thousand three hundred dollars of me and not say nothing about it until I look today to see if they had been paid or not but they rejected it and not said nothing else to me about it more my whole thing is why would they let me play up to that much if I can't collect it I just think it's so unfair like I've been so mistreated in the sense why would you let someone play up to that if you can't collect it yes or should have looked at the bonus terms and conditions better but there has to be something done about 300 dollars it's hard enough to win that economy liver and get just taking off you because they first deposit rule will never heard nothing like if you put money in the casino you should be able to win as much as your like and if that was the case why do they let you play over that money like there's no point you plain over that but not nothing pops up and says you're at your limit or whatever for you first deposit we've drawn nothing he said like I worked hard to win that money and it is that hard to win money on these casino's and they can just think they can take 200 dollars off me like that like I seriously haven't heard anything or this you bet to win money not to be put at a limit you can win or especially don't get told nothing about it I should have come up on me withdraw when I went to do that but nothing come up they just reject it and then nothing more said gloss saying that's that's the rules well you shouldn't let someone win that much more money over and what you can collect is that hard to win that money to be taking away from me when I knew nothing about it I'll just feel like i have been I'm fairly mistreated in Latin me even play up to that kind of money to be taking back off me is a joke like come on if you can please help me that we great

Dear Bisc,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Bonus Terms and Conditions, and this is what I found:

9 The maximum amount of winnings that can be transferred to the real balance and will be available for withdrawal after the bonus funds are fully wagered from 111 free spins - $300. This is the maximum amount that can be transferred to the real balance and will be available for withdrawal after the bonus funds are fully wagered.

12 The maximum winnings that can be converted from bonus money to real money shall not exceed ten times (10x) the value of the bonus money awarded. For instance, if a player receives a $150 bonus, the maximum winnings that can be won from wagering said bonus money is $1,500.

• Could you please specify if you accumulated your winnings from bonus money or free spins?
• Has the casino adjusted your balance and capped it at the maximum possible winnings you can receive from the first deposit bonus?

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 limits to be unfair and predatory only when they're applied to a real-money game. However, we accept bonus Terms and Conditions 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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi all I can say I will be going to the ombudsman about this because when I withdraw it the whole money I had in my account it said available nothing about what there saying if that was the case why would it say available and the bonus said nothing so I will going to the ombudsman then since you think it's ok to do what they done

Thank you for your response. However, it would be very helpful if you could answer the questions I asked earlier:

• Could you please specify whether you accumulated your winnings from bonus money or free spins?
• Has the casino adjusted your balance and capped it at the maximum amount allowed under the first deposit bonus?
• Has the casino’s customer support explained why your winnings were capped?

If you have any relevant communication with the casino, please forward it to me at veronika.f@casino.guru. Thank you for your cooperation.

Dear Bisc,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.