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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While I was waiting for further payouts, I suddenly received a message that €63,522 had been withdrawn from my account.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.

Beschwerde gegen Spinrise – Echtgeld-Gewinne nach bereits abgeschlossenem Bonus gestrichen

Ich habe mich am 19.03.2026 bei Spinrise registriert und zunächst 550€ eingezahlt. Dafür erhielt ich einen 675€ High Roller Bonus. Mit diesem Bonus konnte ich etwa 14.000€ gewinnen. Nach Erfüllung der Umsatzbedingungen gilt laut Bonusbedingungen ein maximales Auszahlungslimit (10x Bonusbetrag, maximal 10.000€ nach weiterem Spiel).

Nach Abschluss der Umsatzbedingungen habe ich zusätzlich 431€ und 47€ eingezahlt, insgesamt also 478€. Dieser Betrag wurde mit meinem Restguthaben kombiniert, sodass ich insgesamt 5.478€ zur Verfügung hatte.

Mit diesem Guthaben habe ich weitergespielt und meine Balance auf insgesamt 28.000€ erhöht.

Daraufhin kontaktierte mich meine VIP-Managerin telefonisch und erklärte mir, dass aufgrund der Bonusbedingungen maximal 10.000€ ausgezahlt werden können und meine zusätzliche Einzahlung von 478€ als Echtgeld auf mein Konto zurückgebucht wird. Die restlichen 18.000€ wurden gestrichen.

Ich habe diese Entscheidung akzeptiert.

Am 20.03.2026 erhielt ich dann die erste Auszahlung über 4.000€, weitere 6.000€ waren in Bearbeitung.

Zusätzlich wurden mir die 478€ ausdrücklich als Echtgeld gutgeschrieben.

Mit diesen 478€ Echtgeld (ohne Bonusbindung) habe ich anschließend weitergespielt und rund 60.000€ gewonnen.

Diese Gewinne habe ich ebenfalls zur Auszahlung eingereicht. Insgesamt hatte ich somit etwa 74.000€ in Auszahlungen, von denen 4.000€ schnell ausgezahlt wurden.

Meine VIP-Managerin bestätigte mir mehrfach, auch telefonisch, dass es sich bei den Gewinnen aus den 478€ um Echtgeld handelt und dass alle daraus resultierenden Gewinne vollständig auszahlbar sind und nicht mehr gekürzt werden.

Während ich auf die weiteren Auszahlungen wartete, erhielt ich plötzlich eine Nachricht, dass 63.522€ von meinem Konto abgezogen wurden. Als Begründung wurde angegeben, dass ich das maximale Auszahlungslimit des High Roller Bonus überschritten hätte.

Dies ist aus meiner Sicht nicht korrekt, da:

der Bonus zuvor bereits vollständig abgeschlossen und begrenzt wurde,

die 478€ ausdrücklich als Echtgeld gutgeschrieben wurden,

die späteren Gewinne von ca. 60.000€ ausschließlich aus diesem Echtgeld entstanden sind,

meine VIP-Managerin mir mehrfach bestätigt hat, dass diese Gewinne Echtgeld sind und vollständig auszahlbar.

Ich habe den Support kontaktiert und den gesamten Ablauf geschildert. Dort wurde mir mitgeteilt, dass der Fall aufgrund mehrerer Spielsitzungen sowie der Umstellung von Bonus- auf Echtgeld manuell geprüft werden muss. Eine Lösung oder Korrektur ist bisher jedoch nicht erfolgt.

Ich reiche diese Beschwerde ein, da meiner Ansicht nach Echtgeld-Gewinne fälschlicherweise unter Anwendung der Bonusbedingungen gestrichen wurden. Ich bitte um eine vollständige Überprüfung meines Kontos und die Freigabe der aus Echtgeld erzielten Gewinne.

Alle relevanten Nachweise wie Chats, E-Mails, Auszahlungsbestätigungen und Spielhistorie kann ich bei Bedarf zur Verfügung stellen.

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Stay safe.

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

Dear Petra,

Thank you very much for your message and for looking into my case.

Here are the answers to your questions:

1. I submitted my first withdrawal request on March 19, 2026. On March 20, 2026, I received the first reduction notification. From my total winnings of €28,000 generated with the High Roller Bonus, €17,522.22 were deducted due to the maximum withdrawal limit. This reduced my bonus winnings to €10,000. In addition, €478 were credited back to my account as real money, which exactly matched my deposits made after completing the wagering requirements. The first €4,000 were paid out immediately, while the remaining €6,000 were placed in "pending withdrawal." The €478 real money were available in my balance, and I was allowed to play with them. This was also confirmed by my VIP manager.
2. I received an email explaining the first reduction due to the "High Roller Bonus limit" (screenshot attached). This means that on March 20, 2026, €17,522.22 were deducted once, and the bonus was fully settled. The €478 were credited separately as real money, which I could freely use. Using this real money, I won approximately €64,000 between March 20–21, 2026, and submitted these winnings for withdrawal. On March 24, 2026, I then unexpectedly received another email stating that €63,522 had been deducted, again citing the "High Roller Bonus limit." This appears incorrect, as these later winnings were generated from real money and the bonus had already been fully settled and limited beforehand.
3. I have screenshots of the chat conversations, deposits, emails, and the full timeline. I will upload these as evidence. I also have video recordings of the communication, including confirmations that no further reductions should apply after the bonus had been settled.

Thank you for your support.

Best regards,

Mike

Dear Petra,

I have a very important update regarding my case.

I just had a phone call with my VIP manager, Eva, which lasted approximately 10 minutes. During this conversation, I asked her to clarify several key points regarding the second deduction.

During the call, the following points were confirmed:

• The bonus winnings were already settled and capped at €10,000.

• The additional €478 credited to my account were my own deposit and treated as real money.

• The separation between the capped bonus amount (€10,000) and my deposit (€478) was acknowledged.

When I asked why the €478 were credited as real money if the funds were still considered bonus-related, fist reason was: my money was mixed with bonus balance and u dont played with the 478€real cash (But i said thats excatly what ive done - withdraw 10.000 and playing with my real money from deposit 478€) after that she said: the explanation given was that I should have withdrawn the funds to my bank account first and then re-deposited them for them to be considered completely independent.

However, from my perspective, this does not change the fact that the casino itself performed the separation of funds by:

capping the bonus to €10,000, and

crediting my €478 deposit separately as real money.

Additionally, it was mentioned during the conversation that "the information was not fully given originally," which suggests that no further restriction was clearly communicated after the first reduction.

I also have Record/documentation of this conversation and can provide further details or a transcript if required.

Together with the previously provided screenshots (including the confirmation from VIP support agent Riko stating that no further write-offs should occur), this reinforces my understanding that the later winnings were generated from real money.

Please let me know if you would like me to provide any additional information.

Kind regards,

Broddy

Hello,

I would like to provide an important update and include new evidence.

I have now received both the full payment history and the complete bet history from the casino. Additionally, I received a written confirmation from the VIP manager (Eva), which is very important for this case.

In her email, she explicitly stated:

"There is no distinction between bonus and real money in our system, the entire balance is treated as one total."

This statement is crucial.

Based on the provided logs, the sequence is clearly verifiable:

My winnings were reduced according to the bonus terms

I received the first €4,000 payout

€6,000 remained in pending withdrawal (locked and not playable)

The only remaining playable balance was €478

I started a new gameplay session from exactly this €478 balance

The bet history clearly shows that all subsequent bets originated from this €478 balance.

There was no active bonus and no access to the €6,000 in pending withdrawal.

Additionally, the €478 were explicitly confirmed multiple times by VIP manager Eva (via chat and phone) as real money, and I have evidence of these confirmations.

Since the casino itself confirms that there is no distinction between bonus and real money in their system, it is impossible to claim afterwards that I was playing with bonus funds.

Therefore, the situation is clear:

Only €478 were playable

These €478 were my real money

All gameplay started from this balance

The €64,000 winnings were generated entirely from this €478

The casino’s own logs and statements confirm this sequence.

Thank you for your assistance in reviewing this case.

I would also like to clarify the application of the maximum win rule in my case.

The casino refers to the rule:

"The maximum win restriction persists after the completion of the wagering requirement."

However, I followed all necessary steps to avoid any further limitation:

• The bonus winnings were already capped by the casino and €17,522 were removed. The bonus was therefore fully settled.
• I immediately placed the remaining €10,000 into withdrawal. These funds were not used for gameplay. Only my own real money deposit of €478 remained as playable balance.
• Before continuing to play, I explicitly asked my VIP manager and VIP support for confirmation.
• I received multiple confirmations that the €478 were real money, fully withdrawable, and that there would be no further write-offs.

I documented these confirmations via screenshots, chat recordings, and a recorded phone call.

I then continued playing exclusively with the €478 real money balance.

Additionally, the bet history and payment history provided by the casino confirm that:

• €10,000 remained in withdrawal
• only €478 were playable
• gameplay started from €478
• no bonus was active

I therefore took every reasonable precaution:

• I completed wagering
• I accepted the cap
• I placed winnings into withdrawal
• I deposited new real money
• I confirmed the situation with VIP staff
• I documented everything as evidence

There was no additional step I could have taken. All subsequent winnings originated solely from my €478 real money balance.

I also have recordings, video evidence, screenshots, and chat logs documenting every step of this process.

Dear Petra,

Thank you for your review of this case.

We would like to briefly clarify that the adjustment was applied in accordance with the bonus terms.

For clarity, we have shared a more detailed explanation of the full sequence and calculations via email.

Please let us know if any additional information is required.

Kind regards,

Spinrise Casino Team

Dear Petra,

I would also like to highlight an additional inconsistency in the casino’s reasoning.

The casino states that all funds were still considered bonus-related and therefore subject to the €10,000 maximum win limit.

However, after applying the cap, the casino left a total balance of €10,478 in my account.

This creates a logical contradiction:

If all funds were considered bonus funds, then the balance should have been limited strictly to €10,000.

Instead, the casino explicitly separated and credited €478 on top of the capped €10,000. This amount corresponds exactly to my own deposits made after completing the wagering requirements.

This leaves only two possible interpretations:

1. either the €478 were treated as real money (as confirmed by VIP support), or
2. the maximum win rule was not applied consistently.

It is also important to note that the separation between bonus funds and real money was not made by me, but by the casino itself.

The casino applied the bonus cap and reduced my winnings to €10,000. At the same time, €478 remained in my balance, corresponding exactly to my own deposits. By doing this, the casino effectively separated the capped bonus winnings from my real money.

This separation was further confirmed by VIP management, who explicitly stated that the €478 were real money and that I could freely play with them and all winnings will be withdrawalble - no more write offs.

Therefore, the distinction between bonus funds and real money was created by the casino itself, both technically and through direct confirmation.

Given this, applying the bonus restriction again to winnings generated solely from the €478 appears inconsistent with the casino’s own actions.

Additionally, the casino confirmed that the €478 were my own funds and that I could freely play with them. The bet history further shows that only €478 were playable while €10,000 remained in withdrawal.

Therefore, the casino’s current position that all funds were still bonus-related contradicts:

1. the applied cap calculation,
2. the credited balance,
3. the VIP confirmations,
4. and the casino’s own logs.
5. 
   

I kindly ask the casino to clarify this discrepancy, as the current explanation appears internally inconsistent.

Furthermore, I would like to emphasize that these were not assumptions made by me. The confirmations were provided directly by the casino’s own VIP management before I continued playing.

I have:

1. chat confirmations stating there would be no further write-offs,
2. video recordings of VIP chat conversations,
3. recorded phone calls with the VIP manager,
4. and the casino’s own bet and payment history confirming that only €478 (My Deposit real money)were playable.

This means the casino’s own staff and the casino’s own records both support that I was playing exclusively with real money.

Given this, I respectfully ask the casino to clarify how a player is expected to act when receiving explicit confirmations from VIP management and when the casino’s own logs confirm the same balance flow.

At present, the casino’s current explanation appears to contradict:

1. its own VIP staff communication,
2. its own transaction calculations,
3. and its own system logs.

I kindly ask the casino to address these contradictions directly.

I have also uploaded screenshots of the video recordings. These materials document the communication with VIP support and confirm the statements made to me.

i also can send u Phonecall recording and all Video recordings with different VIP Manager´´´s and all of them confirming my points.

Dear Petra, Dear Spinrise Team,

I would like to refer to the Curaçao licensing principles regarding communication with players. These standards state that operators must follow the principle of:

§ "Fair and Transparent Communication" (GCB Regulatory Framework 2024):

"Licensees must ensure that all communications with players are clear, accurate, and not misleading. This includes, but is not limited to, information regarding account balances, bonus conditions, and withdrawal eligibility. A licensee is responsible for the accuracy of information provided by its representatives (e.g., Support, VIP Management)."

§ "Duty of Care" (LOK 2024 - Player Protection):

"The licensee has a continuous Duty of Care to provide the player with a transparent gaming environment. It is prohibited to induce further play by providing incorrect or ambiguous information regarding the status of a player’s funds."

In my case, I received multiple confirmations from VIP management that:

1. the €478 were real money,
2. no bonus was active,
3. all winnings would be fully withdrawable,
4. and no further write-offs would apply.

These confirmations were given before I continued playing and directly influenced my actions.

Additionally, after applying the initial cap, the casino left a balance of €10,478 (€10,000 capped bonus + €478). This action clearly separated my own funds from the capped bonus winnings and reinforced the information provided by VIP support.

However, after I relied on these confirmations and generated winnings, the casino later treated those winnings as bonus-related again. This creates a direct contradiction between the communication provided and the actions taken.

If the casino maintains this position, it appears inconsistent with the quoted requirements that communication must be

"clear, accurate, and not misleading"

and that a licensee is responsible for the accuracy of information provided by its representatives.

In such a situation, it becomes difficult to understand how the player could reasonably rely on VIP confirmations, while the outcome contradicts both the communication and the subsequent actions of the casino.

I kindly ask the casino to clarify how maintaining their current position aligns with these licensing obligations.

//////////////////////////////////////

Based on the quoted licensing standards,

"operators must ensure that all information provided to players is accurate and not misleading, including verbal and written communication by support staff."

In my case, I have recorded evidence showing that both verbal confirmations (VIP Manager Eva) and written confirmations (Support agents Riko and James) stated that the funds were real money - no more write off´s and fully withdrawable.

If the casino maintains that the winnings were still bonus-related despite these confirmations, this would mean that the information provided by their own representatives was inaccurate or misleading.

Such a situation appears inconsistent with the licensing requirement that all communication must be accurate, transparent, and not misleading, and that the operator is responsible for the statements made by its staff.

I therefore ask the casino to explain how their actions — confirming real money and full withdrawability, followed by confiscation under bonus rules — align with these licensing standards, and how this does not constitute a breach of the principles outlined above.

Thank you both for your replies and for providing the previous details.

Broddy, could you please provide us with your game history? You can send all relevant documents to petra.h@casino.guru or post your screenshots directly to this thread.

Thank you again for your cooperation.

Dear Petra,

I have just sent you an email with all requested documents.

The email includes:

full bet history

transaction history

screenshots

timeline explanation of events

These documents show the cap application, the €10,000 + €478 balance separation, and that the subsequent session started with €478 real money only.

Please let me know if you need any additional information.

Kind regards,

Mike

For clarity, here is the exact timeline based on the betting history and the casino’s own statements:

After the bonus was capped, the casino reduced my winnings to €10,000 and explicitly returned €478, which they identified as my own deposit (real money).

The €10,000 were placed in withdrawal and were not available for play.

This means only €478 real money remained playable on my account, as confirmed by VIP support and by the casino’s own balance adjustment.

A new session then started with €478 real money.

From this €478 balance, I played and increased the balance continuously to approximately €14,000.

I then placed a withdrawal request:

2026-03-20 17:27:24 → €14,000 moved to withdrawal.

After placing the withdrawal, only a small residual balance remained on the playable account (normal leftover after withdrawal).

Later, I recalled parts of my own withdrawal:

€4,000 recall → 2026-03-22 13:21:25

€4,000 recall → 2026-03-22 15:08:11

€4,000 recall → 2026-03-22 15:21:12

€2,000 remained in withdrawal.

These recalled amounts originated from the €14,000 winnings that were generated from the €478 real money session.

After the final €4,000 recall, I continued playing and won again.

Therefore, the full sequence is:

€478 (casino-declared real money deposit) → ~€14,000 win → withdrawal → recalls from own winnings → continued play → further winnings.

No additional deposits were made, and no bonus funds were used in this winning chain.

Timeline GMT+1 - never losed my 478€ real money balance

Remaining Balance 6478€

20th March 12:26 - Withdrawal request 4000€

20th March 12:26 - Withdrawal request 2478€

20th March 16:28 - Withdrawal recalled 2478€

20th March 16:29 - Withdrawal request 2000€

Playable Balance 478€ (my real money Deposit)

20th March 17:30 - Withdrawal request 4000€

20th March 17:44 - Withdrawal recalled 4000€

20th March 18:28 - Withdrawal recalled 2000€

20th March 18:28 - Withdrawal request 4000€

20th March 18:28 - Withdrawal request 4000€

20th March 18:29 - Withdrawal request 4000€

20th March 18:44 - Withdrawal request 4000€

21th March 11:12 - Withdrawal recalled 4000€

21th March 11:12 - Withdrawal request 1000€

21th March 11:12 - Withdrawal request 1000€

21th March 11:12 - Withdrawal request 1000€

21th March 11:12 - Withdrawal request 1000€

22th March 14:20 - Withdrawal recalled 4000€

22th March 14:51 - Withdrawal request 4000€

22th March 14:51 - Withdrawal request 4000€

22th March 15:11 - Withdrawal request 4000€

22th March 15:33 - Withdrawal request 4000€

22th March 15:48 - Withdrawal recalled 4000€

22th March 16:20 - Withdrawal recalled 4000€

22th March 16:46 - Withdrawal request 4000€

22th March 16:46 - Withdrawal request 4000€

22th March 16:46 - Withdrawal request 4000€

22th March 16:46 - Withdrawal request 4000€

22th March 16:46 - Withdrawal request 4000€

22th March 16:46 - Withdrawal request 4000€

22th March 16:47 - Withdrawal request 4000€

22th March 16:47 - Withdrawal request 4000€

22th March 16:47 - Withdrawal request 4000€

22th March 16:47 - Withdrawal request 4000€

22th March 16:47 - Withdrawal request 4000€

22th March 16:47 - Withdrawal request 4000€

22th March 22:43 - Withdrawal request 1000€

22th March 22:43 - Withdrawal request 1000€

22th March 22:43 - Withdrawal request 1000€

22th March 22:43 - Withdrawal request 1000€

23th March 03:26 - Withdrawal recalled 4000€

23th March 03:34 - Withdrawal recalled 4000€

23th March 04:21 - Withdrawal request 4000€

23th March 04:22 - Withdrawal request 4000€

23th March 04:22 - Withdrawal request 1000€

23th March 04:22 - Withdrawal request 1000€

Dear Petra,

I am providing direct evidence and a detailed deconstruction of the casino’s own statements regarding my account. This shows that the casino is conflating two separate phases of my gameplay and making factually false claims to justify voiding €63,522 in winnings.

1. Full Casino Statement (Unedited)

"The player deposited €550 (with €675 HR bonus), won, got €10,000 approved by our T&C.

Withdrew only €4,000 first, bonus balance was still €6,000.

Deposited €478, got an accumulated balance of real balance (€478) & bonus balance (€6,000).

Proceeded to play with the accumulated balance and won again - however in T&C it is mentioned that a player can win from a bonus only once if it exceeds the max win (so in this situation, if a player wanted to proceed winning - he should have withdrawn all max win first and proceed to play with the real balance only after that).

Regarding the communication with the support agent from our side: we agree there are mistakes made from both sides. The agent was replying to a question that was initially incorrect. The player said that he won with the real balance, so the manager confirmed that the winnings from the real balance are legit of course. However, the player didn't win with the real balance, he actually lost his real balance in a gameplay very fast and won with the bonus balance of remaining €6,000. The manager could not know with what balance the player won the money, coz all player financial operations are managed by the financial department. So when the financial department was checking the winning they found out that the player played won with the previous bonus money from his max win.

Yes, in this case the player was partially misled, but the situation was also misrepresented on his part, as the question was phrased as if the winnings had come from his own deposit, which, as we have found, is not true.

With all the above taken into account we returned the initial max win + his deposit (despite the fact that he lost it) because of the misunderstanding."

2. Point-by-Point Analysis

A) Phase 1 Settled – Deposit Returned as Real Money

Quote: "...we returned the initial max win + his deposit..."

Analysis: The casino applied the €10,000 max win cap and returned my €478 deposit on March 20th at 12:25. From this point, the deposit became real money, and Phase 1 was fully settled.

B) False Claim About Losing Real Money in Phase 2

Quote: "...he actually lost his real balance very fast and won with the bonus balance..."

Proof via CSV logs: The casino is referring here to phase 1 (before the first CUT)- however, this statement does not apply to phase 2. - Phase2 is Starting from March 20th at 15:29, the from the Casino returned €478 real balance (My deposit) never dropped to zero. All winnings (€63,522) were generated solely from this returned deposit. Mathematically, it is impossible that I "lost" the deposit first.

C) Casino Confirms Winnings Are Legitimate

Quote: "The player said that he won with the real balance, so the manager confirmed that the winnings from the real balance are legit of course."

Analysis: The casino admits that winnings from real money are valid. Since CSV logs confirm I never lost the €478, the €63,522 winnings are fully legitimate.

"Here too, the casino thinks the conversation took place before the first bonus cut – however, it actually happened after the cut, so the casino is essentially confirming that my real money winnings are legitimate and that the VIP manager's statement is accurate."

D) VIP Manager Confirmation Timeline

The VIP Manager confirmed "real money" status after the first bonus cut, i.e., during Phase 2. The confirmation was based on the correctly adjusted account and cannot be considered misleading.

3. Summary

Phase 1 (bonus cap and €10,000 max win) is already settled & the Casino returned my 478€ real money deposit.

Phase 2 (€63,522 winnings) arises entirely from returned deposit (€478) and was never mixed with bonus funds for gameplay.

CSV logs prove the real money balance never dropped to zero during Phase 2.

The casino cannot void Phase 2 winnings by misapplying Phase 1 rules or claiming "bonus balance" issues.

Request:

I ask Casino Guru to verify the CSV logs from March 20th at 12:25 onward, which clearly demonstrate that the €63,522 winnings were generated solely from the returned deposit and are fully legitimate.

Best Regards,

Mike

Rebuttal: The "Healing" of Phase 1 and the Legitimacy of Phase 2 Winnings

The casino is getting more and more entangled in its own contradictions. Instead of finally offering a fair solution after admitting to their mistakes and the misleading information from their staff, they are trying to hide behind illogical excuses. Every statement they make now only confirms my position.

I would like to provide a final clarification regarding the casino's statement. The casino is attempting to use the sequence of Phase 1 (before the manual correction) to invalidate the massive winnings from Phase 2 (after the manual correction). This is logically and mathematically impossible.

1. The "Reset" through Manual Credit (The Healing of Phase 1)

The casino admits there was a "misunderstanding" caused by their VIP manager. To rectify this official mistake, the financial department made a conscious decision: They manually returned my €478 deposit along with the €10,000 Max Win on March 20th at 12:25 PM.

By "returning" the deposit specifically to fix their manager’s misinformation, the casino officially voided and healed the previous loss of that deposit in Phase 1. You cannot return a deposit to a player as a legal remedy for a mistake and then later claim "it doesn't count" because it was lost prior to the return. This manual credit created a legally binding "Final Settlement" and a fresh start.

2. Phase 2: Why the €63,522 are 100% Real Money

After the casino manually adjusted my balance to €10,478 (the €10k Max Win + the €478 returned deposit), the following sequence occurred:

I requested a withdrawal for €6,000 (part of the Max Win).

I continued playing with the remaining €478 (the returned Real Money).

The Proof: My CSV logs prove that from the second this manual credit hit my account, my balance never hit zero.

3. Addressing the "Lost Fast"

Claim The casino's claim that I "lost the real balance fast" refers solely to Phase 1. However, since the casino decided to refund/return that deposit to settle the dispute about the manager's misinformation, that previous loss was technically and legally "erased" by their own corrective action.

In Phase 2 (after the refund), I played with the freshly validated real money and won. The casino cannot "gift" me a springboard to correct their own mistake and then take away the jump once I land it.

A Simple Analogy for this Situation:

Imagine a casino owner says to a player:

"I am sorry. To make it right, here is your €10 deposit back as a gesture of goodwill."

The player takes those €10, puts them on Red, and wins €1,000.

The owner cannot then come back and say:

"Wait, I'm taking the €1,000 back because you technically lost your original €10 an hour ago."

Once the casino decides to return the money to fix an error, it is a fresh start with real money. My winnings from that fresh start are 100% legitimate and must be paid out.

4. Conclusion and Call for Fair Resolution

• It is time for a fair solution.
• All Phase 2 winnings are derived from real money that was explicitly returned and validated by the casino, making them legally binding and outside any previous bonus constraints.

I want to draw your attention to a decisive statement made by the VIPagent, Emily, in the chat transcript from March 24th (see attachment spi3.jpg).

At 15:59, Emily explicitly confirms the status of my account and the nature of my gameplay:

"...because this involves multiple sessions, bonus conversion, and real cash play after..."

This statement is highly relevant and appears to clarify two critical aspects of the case:

Direct Admission of Real Cash Phase:

The casino (through their official VIP support) admits in writing that a "real cash play" phase occurred after ("after") the bonus conversion/cap "First completed Bonus CUT". This appears to contradict the casino's current claim that the funds were still "bonus-linked" or "accumulated."

Invalidation of the Max Win Rule:

As previously confirmed by the agent in screenshot, the "Max Win" rule does not apply to pure cash deposits. By labeling the session as "real cash play after," the casino itself has acknowledged that these winnings (€63,522) were generated in a phase where bonus restrictions no longer existed.

On March 24th, immediately after the incident, the casino's own staff identified the session as "Real Cash Play." I ask the mediator to confront the casino with this direct contradiction: If your own VIP support confirms "Real Cash Play," on what legal basis were these winnings subsequently seized?

Hello Broddy,

We would like to update you that due to Petra, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petra 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 Petra will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Broddy

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 Mirka (miroslava.d@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,

Petra

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinrise Casino representative to join this conversation.

Dear Spinrise Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Mirka,

thank you for the update.

I would like to emphasize once again that, from my perspective, the situation is clearly and fully supported by the available evidence — both in terms of timeline and technical data.

The bonus was manually concluded on March 20 and capped at €10,000. My deposit of €478 was credited separately and explicitly confirmed multiple times by VIP support as real money.

The bet history provided by the casino clearly shows that the subsequent gameplay session started with exactly this €478 balance, and all following winnings were generated from it.

In addition, I received multiple confirmations before and after continuing to play that:

no bonus was active

the balance was real money

no further write-offs would occur

This entire sequence is fully verifiable through transaction records, bet history, Videos, and documented communication.

Given this, I find it difficult to understand why there has still been no substantive response from the casino addressing these specific points.

At this stage, I believe the casino has already had sufficient time to thoroughly review the provided data and is aware of the actual sequence of events.

I therefore expect that a clear response, including a fair resolution to this matter, will follow shortly.

Thank you again for your support and assistance.

Kind regards,

M***

Dear Casino Guru Team,

We would like to inform you that we have already contacted Petra via email on March 30, providing the details regarding this case.

Please let us know if any further information is required from our side.

Kind regards,

SpinRise Team

Dear Mirka,

I find the casino’s current approach highly concerning.

Despite the clear and detailed evidence provided — including the bet logs, transaction history, and multiple confirmations from VIP support — the casino has failed to meaningfully address or challenge any of these points.

All of these elements originate from the casino’s own systems and representatives, and they consistently support my account of events. Yet, no concrete counter-evidence or explanation has been provided to contradict them.

Instead, after a considerable delay, the casino merely refers back to an outdated email from March 30, without engaging with the actual data or statements now available.

This strongly suggests that the key evidence is being disregarded, while the resolution of the case is being unnecessarily prolonged without any substantive clarification.

If the casino is unable to provide a clear and fact-based response addressing its own logs, data, and prior statements, I see no reasonable basis for further delay and believe the case should now be evaluated based on the evidence already presented.

Kind regards, 

M***

Dear Spinrise Casino,

Could you please clarify the following information along with supporting evidence?

• Full player's bonus usage along with times of activation and cancellation, if it was the case.
• Did the player make any deposit without a bonus attached (clean real money deposit)?
• At the time of real money deposit, was some bonus still active?
• Is max bet enforced by the system?
• Was a 4000€ withdrawal cancelled by the player, or the system?

Thank you for your cooperation.

Hello,

Thank you for your patience.

We have sent additional information and clarification regarding the case to miroslava.d@casino.guru. Please kindly check your inbox, including the spam/junk folder if needed.

If you have any further questions, feel free to let us know.

Dear Mirka,

I see that the casino has sent additional information via email.

Since the clarification was provided privately, I would like to add that I am fully prepared to provide supporting evidence for every step of this case if needed.

I have retained all automated system emails from the casino related to deposits, withdrawal requests, manual balance adjustments, recalls, and cancellations. These emails contain exact timestamps which allow the sequence of events to be reconstructed precisely.

The timestamps show, among other things, that few withdrawal requests had already been placed before the later €478 deposit was made, which prooves that the original bonus wagering had already been completed at that stage.

In addition, regarding the question about max-bet enforcement, I have recorded video evidence demonstrating that when a bonus is active, the system automatically blocks bets above the allowed limit and displays the message: "exceed gaming limits".

During the gameplay session related to the disputed €63,522 winnings, significantly higher bets and bonus buys were possible without any such restriction being triggered. This prooves consistent with the balance no longer being treated as an active bonus balance during that session.

If required, I would be happy to provide the timestamped emails and the video evidence directly to your email address.

Thank you again for your time and assistance in reviewing this matter.

Kind regards,

Mike

Dear Spinrise Casino,

Thank you for the information. Please send me player's full game log (game history) and transaction history in excel format with timestamps visible, that would confirm the information, you sent me.

Dear Mirka,

To speed up the process, I have just forwarded the original email from the Spinrise Casino (including the full Game Logs and Transaction History) directly to your email address: miroslava.d@casino.guru.

These original logs clearly confirm the following:

The Starting Point: After the bonus cut "10000€ max win + additional my 478€" and the frist €4,000 withdrawal was processed to my bank, a new session started on March 20th at 15:29:10 with a starting balance of €478 (the returned real money deposit).

Account Balance 6478€ - 6000€ in Pending (Locked in withdrawal) - 478€ returned real money deposit for gameplay

Proof of Real Money: The transaction history and game logs prove that all subsequent winnings and the disputed €63,522 originated solely from this €478 balance.

Continuous Balance: The logs show that this real money balance never dropped to zero at any point before the big wins were generated.

By providing these original files now, I want to ensure full transparency and prevent any further delays. I am confident that these technical facts, which come directly from the casino's own system, will clarify the case once and for all.

Kind regards,

Mike

Dear Mirka,

To fully clarify the exact gameplay sequence and to assist your audit of the logs, here is the precise timeline with screenshots and technical timestamps from my official Bet/Transaction History.

This timeline mathematically proves that after the bonus cut, my active balance consisted exclusively of real money, and at no point did my real money balance drop to zero.

March 20th, 12:25 PM – The Bonus Cut: The casino capped the High Roller Bonus. €17,522 was removed, leaving the €10,000 maximum win plus my additional €478 real money deposit (Total balance: €10,478). The first €4,000 withdrawal was immediately approved and paid out to my bank.

Status: €6,000 bonus win locked in pending withdrawal (never touched again for gameplay). €478 real money left active for gameplay.

March 20th, 15:29:10 PM – Start of New Session: I started playing exclusively with the €478 real money balance.

March 20th, 16:18:50 PM: After hitting winnings from this real money balance, I requested a new withdrawal of €4,000.

Remaining real money in pending withdrawal: €4,000.

March 20th, 16:44:35 PM – First Cancellation: I manually cancelled/reversed this €4,000 real money withdrawal back into my active balance to continue playing.

Remaining real money in pending withdrawal: €0.

March 20th, 17:27:24 PM: After playing with these reversed real money funds and winning further, I placed a total of €14,000 into pending withdrawals.

Remaining real money in pending withdrawal: €14,000.

March 22nd, 13:21:25 PM – Second Cancellation: I cancelled €4,000 out of the €14,000 real money winnings to make them available for gameplay again. (Please note: The original €6,000 bonus cap was still sitting untouched in pending withdrawals this entire time).

Remaining real money in pending withdrawal: €10,000.

March 22nd, 13:50:11 PM: After further winning sessions, I requested another €8,000 withdrawal.

Remaining real money in pending withdrawal: €18,000.

March 22nd, 14:09:02 PM: Requested another €4,000 withdrawal.

Remaining real money in pending withdrawal: €22,000.

March 22nd, 14:32:22 PM: Requested another €4,000 withdrawal.

Remaining real money in pending withdrawal: €26,000.

March 22nd, 14:48:47 PM – Third Cancellation: Cancelled €4,000 from pending withdrawals to play.

Remaining real money in pending withdrawal: €22,000.

March 22nd, 15:08:11 PM – Fourth Cancellation: Cancelled another €4,000 of my real money winnings to continue playing.

Remaining real money in pending withdrawal: €18,000.

March 22nd, 15:21:12 PM – Fifth Cancellation: After losing the previous amount, I cancelled another €4,000 from withdrawals to continue playing.

Remaining real money in pending withdrawal: €14,000.

March 22nd, 15:44:51 PM – The Mega Wins: Utilizing those reversed real money funds, I generated the massive winnings and requested new withdrawals totaling €48,000.

Remaining real money in pending withdrawal: €62,000.

March 23rd, 02:26:51 AM: Cancelled €4,000 from withdrawals.

Remaining real money in pending withdrawal: €58,000.

March 23rd, 02:33:38 AM: Cancelled another €4,000 from withdrawals.

Remaining real money in pending withdrawal: €54,000.

March 23rd, 03:21:18 AM: Placed another €10,000 into withdrawal.

Final Summary:

This leaves a grand total of €64,000 in pure Real Money Withdrawals generated continuously from the initial €478 starting balance, plus the separate €6,000 from the initial bonus max win (totaling €70,000+ across the period).

Every single time a "balance drop" or "balance jump" occurs without a corresponding game bet, the logs confirm it was either a requested withdrawal or a self-cancelled withdrawal of existing real money winnings.

I am confident that when you cross-reference this timeline with the Excel sheets, you will see that the casino's claim of "bonus money involvement" is mathematically impossible.

Kind regards,

Mike

(All these informations and Timestamps comes from Casino offical Bet History & System mails)

Dear Mirka,

The requested information and clarification regarding the case have been sent to the provided email address.

Please let us know if any further information is required from our side.

Kind regards,

SpinRise Team

Dear Broddy,

I am extending the timer, since I need to discuss the issue internally. I will notify you, if there are any updates.

Dear Broddy,

I am communicating with the casino outside of this thread. I will notify you, if there are any updates.

Dear Mirka,

Thank you very much for your continuous effort and for handling this matter directly with the casino.

I truly appreciate your support and will patiently await your update.

Kind regards,

Mike/Broddy

Dear Broddy,

Can you please confirm, if I understand it correctly, that you have received 10 000€ in total?

Thank you.

Dear Mirka,

Yes, that is correct. I received 10,000 € in total from the first phase, which was the maximum cashout limit of the Highroller Bonus. After this bonus was successfully completed and capped, the remaining 17,522 € of those bonus winnings were rightfully removed by the Casino Finance Team Manually. At that exact moment, the bonus was 100% finished and closed. And the remaining 6.000€ was in withdrawal (4000€ already paid out)

this bonus was successfully completed and capped at 20th March 12:25 GMT

Casino used same Reason again for my Big win at 24th March 3:34PM GMT but winnings comes from pure Cash deposit the "High Roller" Bonus was already successfully completed and capped at 20th March 12:25 GMT

However, the remaining 478 € on my account was pure cash / real money originating from my own deposit, completely free of any active bonus or restrictions.

With this real money balance of 478 €, I continued playing in a completely new session and subsequently won another 63,522 €.

The casino then simply confiscated these 63,522 € by using the exact same "Highroller Bonus" explanation all over again – which makes absolutely no sense, because that bonus had already been completely closed and settled beforehand.

They are trying to apply a capped bonus rule a second time to an entirely separate real money session.

To be absolutely clear for your calculations:

Received: 10,000 € (from the completed and capped High Roller bonus)

Wrongfully confiscated / Missing: 63,522 € (won afterwards purely with real money)

Furthermore, 3 to 4 different VIP Managers explicitly confirmed to me via live chat and phone during my real money session that this balance was 100% real money, that no further caps would apply, and that I was fully allowed to withdraw all subsequent winnings. Yet, the casino just deleted the 63,522 €.

Thank you!

Best regards,

Mike / Broddy

Dear Mirka,

I need to urgently clarify a crucial chronological and mathematical point regarding my case, as the casino is intentionally trying to mislead the investigation by mixing up two completely separate events.

Please look at the exact timeline and the numbers, which prove without a shadow of a doubt that the bonus was 100% finished, settled, and that the casino itself had already treated the funds as pure, unrestricted cash:

Incident 1: The Initial Bonus Cap (Fully Resolved & Settled) I played with a bonus structure, which was capped at €10,000. The casino deducted €17,522 from that initial balance. I fully accepted this deduction and even have a recorded phone call with the VIP Manager confirming that I accepted the €10,000 limit. At this exact moment, the bonus chain was officially dead and closed.

The Proof of Cash Conversion: Following the settlement of the €10,000, the casino's system processed the funds as pure real money. Before I even started my next gaming session, the €10,000 was split as follows:

€4,000 was already successfully PAID OUT and transferred to me by the casino.

€6,000 was approved and sitting in my account as a PENDING WITHDRAWAL.

€478 was left on my account balance as playable real money .

Incident 2: The €63,522 Pure Cash Win (The Actual Theft) I then took a massive financial risk and played with those remaining €478 of pure, approved real money. I have explicit, written confirmations from 3 to 4 different VIP Managers stating that this money was completely unrestricted cash with no further limits. With this €478 cash balance, I hit a legitimate streak and won €63,522.

The casino is now trying to use my acceptance of the first bonus cap to cover up the fact that they later went back into my history to steal €63,522 from a completely fresh, real-money session. A casino cannot process and pay out a balance as cash, leave the change on the account as playable real money, and then retroactively apply a bonus rule a second time when the player wins again.

I have received exactly €0 from this second, legitimate win. Please do not let Spinrise confuse the facts of these two entirely separate sessions.

Dear Broddy,

I am extending the timer, since I need to discuss the issue internally. I will let you know, if there are any updates.

Thank you for your patience.

Dear Mirka,

I noticed that the timer has expired again.

I want to emphasize how much I truly appreciate your ongoing support and the incredible effort that Casino Guru has put into my case.

I am very grateful for your help.

However, as this case has now been ongoing since March 24th, it has been a very long and exhausting journey.

I truly hope that we are now reaching the final stages and can bring this matter to a conclusion.

Thank you once again for your dedication.

I look forward to hearing from you regarding your internal evaluation.

Best regards,

Broddy

Dear Spinrise Casino,

We reviewed the evidence provided, and we believe, the decision to reduce the amount was unfair, and the player should be eligible to receive the winnings of €63,522. The first cap should also mean, that the bonus is bonus is over.

Furthermore, there is no rule in your terms and conditions, that would give the player obligation to withdraw money after he finished wagering, to be able to continue playing with real money.

Please reconsider your decision, and pay the full amount to player.

Dear Mirka,

Thank you for your continued work on this case.

We respectfully disagree with the conclusion reached.

This case has already undergone a comprehensive review involving the relevant internal teams, the platform provider, and the licensing authority/appointed mediator. Following that review, it was concluded that the adjustment of the player's balance was made in accordance with the applicable Terms & Conditions, and the decision not to issue any additional payout or refund was upheld.

As this matter has already been thoroughly assessed by all relevant parties and a final decision has been reached, our position remains unchanged. Therefore, we are unable to approve the requested refund or release the disputed winnings.

We appreciate the time and effort invested in reviewing this complaint. However, we consider this matter resolved from our side and have no grounds to reconsider the previously reached decision.

Kind regards,

Spinrise Team

Dear Mirka,

Spinrise’s latest response still provides no verifiable information and does not answer the fundamental questions of this case.

They claim that the matter was subject to a "comprehensive review" by internal teams, the platform provider, and an alleged licensing authority/mediator. However, throughout this entire 3-month process, Spinrise has provided absolutely no evidence, documentation, or proof of such a review.

So far, their entire argument consists only of a statement saying that "the case was reviewed". There have been:

• no documents,
• no technical evidence,
• no explanation of the alleged violation,
• no identification of the alleged mediator,
• no written decision,
• no proof that an independent party actually reviewed the case.
• I therefore request clarification:
• Who exactly is the alleged mediator?
• Which licensing authority was involved?

What evidence was submitted to this mediator or authority?

Was the review based solely on Spinrise’s own statements and information from their side?

Were my submitted explanations, evidence, and counterarguments provided to and considered by this alleged reviewer?

How can Spinrise demonstrate that this process was fair and unbiased?

Furthermore, Spinrise continues to claim that the confiscation was made according to their Terms and Conditions, yet they still refuse to identify the exact rule that was allegedly violated.

Please clarify:

• Which specific term or clause was applied?
• What exact action by the player allegedly violated this rule?
• What evidence proves this violation?

There is also an important issue that remains completely unanswered:

During the gameplay and before the dispute occurred, Spinrise presented the situation as safe and legitimate. The player was informed that funds could be withdrawn and that there were no issues with the account.

If Spinrise later claims that the entire balance was invalid and could be confiscated, it raises serious questions:

• Why was the player allowed to continue playing?
• Why were deposits and gameplay accepted if the account was allegedly violating rules?
• Why was the player not informed of any alleged issue before additional funds were played?
• Was the player given a fair opportunity to resolve any alleged problem before the entire balance was removed?

A casino cannot simply allow a player to continue under the impression that everything is valid and then, after a significant win, provide only a vague statement that "a review was completed" while refusing to disclose the actual basis for confiscating the funds.

The current response from Spinrise contains claims, but no facts, evidence, or verifiable documentation.

I respectfully request that Spinrise provide transparency and finally disclose the factual basis for their decision.

Dear Mirka & Spinrise Casino

I would also like to add that this matter is already having consequences within the industry.

I have been informed that other Affiliates has decided to blacklist Spinrise and amend their review by removing any wording that presents Spinrise as a safe or recommended casino.

This decision was made after they reviewed the details of this case and the available evidence.

While this does not replace the need for Spinrise to provide factual proof, it demonstrates that independent industry participants are also questioning the transparency of Spinrise’s handling of this dispute.

The central issue remains unchanged:

Spinrise continues to claim that a review was conducted by internal teams, the provider, and an alleged mediator, but they have still provided no verifiable evidence, no identified mediator, no documentation, and no explanation of which exact rule was violated.

The question remains simple:

If Spinrise has a legitimate reason for confiscating €63,522, why can they not provide the specific rule, the evidence supporting the decision, and details of the alleged independent review?

Transparency should not be difficult if the decision was made fairly.

Dear Broddy,

Unfortunately, as you can see, the casino clearly stated, that their position remains unchanged, and according to them, everything they did is in line with their rules and policies. Unfortunately, without cooperation from their side, there is little that can be achieved.

Since we disagree with the confiscation of the balance, and the casino is unable to change their decision, this complaint will be closed as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Mirka