Curaçao Gaming Control Board

SpinRise Casino

VISA

Hi Xcli0 - welcome to Casinoreviews.com!

Please read our Complaint Guidance and Complaint FAQs to ensure that you fully understand how our complaint management process functions.

Please forward all communications you have had with the operator, including any documents you may have submitted during verification, to complaints@casinoreviews.com.

Please use the forward function on your emails rather than taking screenshots.

Thanks,
CasinoReviews.com Complaints Team

HI Xcli0,

Thank you for the documents.

We need you to confirm that you provide your consent for us to share your personal information with the following parties, and for those parties to share your personal information with us:
- Spinrise Casino
- Hollycorn N.V.


Thanks,
CasinoReviews.com COmplaints Team

Hi,

I hereby provide my consent for you to share my personal information with Spinrise Casino and Hollycorn N.V., and for those parties to share my personal information with you regarding this case.

Best regards, ▇▇▇▇

Hi,

I hereby provide my consent for you to share my personal information with Spinrise Casino and Hollycorn N.V., and for those parties to share my personal information with you regarding this case.

Best regards, ▇▇▇▇



also some new proofs uploaded

Hi Xcli0,

Thanks for the confirmation. We'll contact the operator and see what we can find out for you.

CasinoReviews.com Complaints Team







Dear Casinoreview Team



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bonus only once if it exceeds the max win (so in this situation, if a player wanted to proceed winning - he should have withdrawn all max win first and proceed to play with the real balance only after that)._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.





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€







Best Regards,

▇▇▇▇

I also uploaded Transaction & Bet History - provided from the Casino

Date – 07/04/2026

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,
CasinoReviews.com Complaints Team

Date – 14/04/2026

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,
CasinoReviews.com Complaints Team

Date – 21/04/2026

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,
CasinoReviews.com Complaints Team

Date – 29/04/2026

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,
CasinoReviews.com Complaints Team

Date – 05/05/2026

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,
CasinoReviews.com Complaints Team

Date – 20/05/2026

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,
CasinoReviews.com Complaints Team

Hi Xcli0,

Thank you for your patience on this.

We have been in touch with the Spinrise Casino in regards to your claim, however we have received no relevant response from the operator. At this juncture we have no reasonable expectation of this changing.

Sorry we could not be of further help.

CasinoReviews.com Complaints Team

Found Against the Operator - Despite our repeated efforts to contact SpinRise to discuss this issue we have received no response whatsoever from the operator.

I registered at Spinrise on March 19, 2026. I deposited €550 and received a €675 High Roller bonus. With that, I managed to win €14,000. The maximum cashout after completing the bonus wagering was 10x the bonus amount, which equals €6,750 — but up to €10,000 if you continue playing afterwards and win more (according to their terms and conditions).

After completing the wagering requirements, I made two additional deposits of €431 and €47, totaling €478. This amount was mixed with my remaining balance after wagering, so I had €5,478 in my account. Using that balance, I then won €22,000 more. In total, I had €28,000 that I wanted to withdraw.

Afterwards, my VIP manager called me and told me: “Due to the terms and conditions and after discussion with the game provider, we can pay you €10,000, and your €478 deposit will be credited back to your casino account as real money. The remaining €18,000 will be forfeited.”
I had to swallow that, but in the end I accepted it.

On March 20, 2026, I received the first €4,000 payout. The remaining €6,000 was still pending for withdrawal. I also received the €478 deposit back as real money. From this €478 of “real money” (since it was my deposit without any bonus), I managed to win another €60,000.

These €60,000 were also placed into withdrawal. So in total, I had €74,000 in withdrawals, of which I quickly received €4,000. My VIP manager confirmed to me multiple times, including on the phone, that these winnings were generated from real money and were fully withdrawable, with no further reductions expected.

However, while I was waiting for the remaining payouts, I suddenly received a notification that €63,522 had been deducted from my balance. The reason given was that I had exceeded the maximum withdrawal limit of the High Roller Bonus. This confused me, as the bonus winnings had already been settled earlier, and the additional €60,000 had been generated entirely from the €478 real money credited to my account.

I contacted support immediately and explained the full situation. I also mentioned that my VIP manager had explicitly confirmed that the €478 were real money and that all winnings generated from this amount would be fully withdrawable. Support informed me that the case now requires a manual review by the finance and VIP team due to the complexity of multiple sessions and the transition from bonus funds to real money.

At the moment, the case is still under review. I am waiting for clarification and for the withdrawals to continue. Since I already received part of the payout and had clear confirmations from the VIP manager, I remain cautiously optimistic that this will be resolved correctly.

If anyone has experienced a similar situation or has advice on how to proceed, I would really appreciate your input. I will continue to update this post as soon as there are any new developments.


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.

1. 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.
2. 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.


25th March

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.

SpinRise Casino - removed 63522EUR from real money winnings

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