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While I was waiting for further payouts, I suddenly received a message that €63,522 had been withdrawn from my account.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