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Hello dear Casino Guru Team,

I would like to complain about SpinRise Casino because a large portion of my legitimate winnings was taken away.

I deposited €25 on October 9, 2025, and activated the 111% first deposit bonus. After fully wagering the bonus amount, I had a total profit of approximately €3,000 and wanted to withdraw it.

After requesting a withdrawal, I received a message stating that I had exceeded the "maximum bonus withdrawal limit" and that €2,722.50 had been deducted.

And reference was made to the terms and conditions and bonus terms of other casinos.

This alleged rule ("maximum withdrawal 10x the bonus amount") was never mentioned before accepting the bonus or during play. I accepted the bonus without being informed of such a limit. If this information had been clear and visible, I would never have activated the bonus.

I was only made aware of this afterwards, and I consider it to be a misleading and unfair practice.

I ask for your support so that the casino either releases the full payout or provides verifiable evidence of where and when I actually agreed to this rule, since it must be clear before the deposit.

Thank you very much for your help!

Best regards,

Jessica Z.

Hallo liebes Casino Guru Team,

ich möchte mich über SpinRise Casino beschweren, da mir ein großer Teil meines rechtmäßig erspielten Gewinns gestrichen wurde.

Ich habe am 9.10.25 25 € eingezahlt und den 111 % First Deposit Bonus aktiviert. Nach vollständiger Umsetzung des Bonusbetrags hatte ich insgesamt etwa 3 000 € Gewinn und wollte diesen auszahlen.

Nach meiner Auszahlungsanforderung erhielt ich die Mitteilung, dass ich das „maximale Abhebungslimit des Bonus" überschritten hätte und deshalb 2 722,50 € abgezogen wurden.

Und es wurden auf AGB und Bonusbedingungen von anderen Casinos hingewiesen.

Von dieser angeblichen Regel („maximale Auszahlung 10× des Bonusbetrags") war vor der Bonusannahme oder während des Spielens nirgends die Rede. Ich habe den Bonus angenommen, ohne auf so eine Begrenzung hingewiesen zu werden. Wäre diese Information klar und sichtbar gewesen, hätte ich den Bonus niemals aktiviert.

Erst nachträglich wurde ich darauf hingewiesen, und ich halte das für eine irreführende und unfaire Praxis.

Ich bitte um Unterstützung, damit das Casino entweder die volle Auszahlung freigibt oder nachvollziehbar belegt, wo und wann ich dieser Regel tatsächlich zugestimmt haben soll da es ja ersichtlich sein muss vor der Einzahlung.

Vielen Dank für eure Hilfe!

Mit freundlichen Grüßen,

Jessica Z.

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Dear jessicazadra,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the Bonus Terms and Conditions, and this is what I found:

32. All winnings received while wagering Bonus are limited to a maximum cashout amount of 10 times bonus granted. Any exceeded balance will be voided prior to money withdrawal.

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 limit to be unfair and predatory, only when it’s applied to a real money game; however, we accept bonus T&Cs 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

This should still be stated when making a deposit or receiving a bonus without me having to search for it.

Dies sollte trotzdem bei der Einzahlung oder beim Bonus angegeben werden ohne das ich danach suchen muss.

Dear jessicazadra,

I understand your point of view, and I agree that important bonus conditions should always be presented in a clear and visible way before the bonus is accepted. Unfortunately, based on our analysis, the casino does mention the "10x maximum cashout" rule in its Bonus Terms and Conditions.

While we find this rule to be restrictive, such limits are still considered acceptable when applied to winnings generated from a bonus, as long as they are stated in the Terms and Conditions — even if not highlighted at the time of deposit.

Because of this, we have to consider the casino’s decision to be in line with its stated rules, and we are unable to support the request for the full payout.

I will now close this complaint as rejected.

Best regards,

Veronika