Spinrise Casino— player complaints: 10 in English

Reason: Refund declined Operator: Spinrise.com (operated by Metlait SRL)Registered Email: < email removed >Username: < username removed >Disputed Amount: $320 CAD​On August 18, 2026, at 10:53 p.m., I sent an explicit email to [email protected] requesting permanent account closure due to loss of control over my gaming habits ("I want to close my permanent account because I've lost control over my gaming habits").​Under Responsible Gaming regulations, the operator was required to close my account immediately upon receiving this notice. Instead, the support agent ignored my statement regarding lost control and offered promotional bonuses to keep me playing.​As a result of this operator failure, my account remained active and permitted subsequent deposits totaling $320 CAD.​Requested Relief:​Permanent self-exclusion and account closure.​Full refund of $320 CAD deposited after my self-exclusion notice on August 18, 2026. --- Ответы в треде --- jkymartinez • Quebec 3 weeks ago Dear AskGamblers Team: ​Since the operator has not responded within the established timeframe, it is clear that it is shirking its responsibility for having accepted deposits after my explicit request for self-exclusion on August 18, 2026. ​I have already provided clear evidence of: 1. My timestamped email requesting permanent self-exclusion due to gambling problems. 2. The confirmation from the operator’s customer service acknowledging that the account had been closed due to gambling-related issues. 3. The receipts for 320 Canadian dollars processed after the self-exclusion request. Please mark this case as UNRESOLVED so that other players are aware of Spinrise Casino’s failure to comply with responsible gaming regulations. Thank you for your support. AskGamblers • Support Team 3 weeks ago Dear Spinrise Casino,Please let us know if there are any updates regarding this ongoing complaint.Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. Thanks in advance for your cooperation. jkymartinez • Quebec 1 month ago Thank you for confirming the account closure. However, the account was only closed now after multiple ignored requests and continuous marketing promos. Because my initial self-exclusion request due to loss of control was sent on August 18, 2026, and ignored by your support, I was allowed to make subsequent deposits totaling $320 CAD. Therefore, I kindly request a full refund of the $320 CAD deposited after my initial self-exclusion notice, in compliance with Responsible Gaming standards." Spinrise Casino • Representative 1 month ago Dear AskGamblers Team and Player, Thank you for your patience. We would like to confirm that the account has been closed in accordance with the player’s request. Best regards, Spinrise Team

Reason: Self-exclusion I have requested self exclusion multiple times over multiple days via chat. I can't get my chat transcripts as they tell me to email but emailing gets no response. I have advised the casino multiple times I need self exclusion due to addiction. They don't respond via email and in chat they end up closing it multiple times, won't send me transcripts and won't execute self exclusion. I am requesting $160 refund and immediate self exclusion. I have deposited much more than this over time but $204 has been deposited since I have been requesting self exclusion. Please help me. Any time I do get a response via email they just make offers but I want self exclusion and they are aware I am an addict. Please get my chat transcripts to show all the messages I have sent advising of addiction over many days prior to spending $204 and advising them I am an addict. --- Ответы в треде --- AskGamblers • Support Team 6 days ago Dear all, This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution. AskGamblers • Support Team 1 month ago Dear Spinrise Casino,Please let us know if there are any updates regarding the refund.Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.Thanks in advance for your cooperation. Louelle 1 month ago No issue not resolved as still waiting for my $204 refund Louelle 1 month ago It took for me to lodge complaint on here to finally get my account excluded. No sign of refund and still receiving promotions emails. I believe I am entitled to a refund of $204 as this was deposited after many requests of self exclusion

The player from Switzerland has not received several promised bonuses on SpinRise despite meeting the requirements by August 26, 2026. Despite multiple attempts to contact customer support, including a live chat, there has been no resolution or crediting of the rewards to her gaming account.The player from Switzerland has not received several promised bonuses on SpinRise despite meeting the requirements by August 26, 2026. Despite multiple attempts to contact customer support, including a live chat, there has been no resolution or crediting of the rewards to her gaming account. Written by KarlaCasino Analyst & Complaint Specialist Submitted: 31 Aug 2026 | Resolved : 02 Sep 2026Automatic translation:

The player from Ireland faces refusal from SpinRise Casino to pay out her legitimate winnings of €1,400, claiming a "duplicate account" after closing her account due to self-exclusion. Despite the ongoing issue with promotional emails and her attempts to self-exclude, SpinRise accepted her deposits and verified her identity. She requests assistance to recover her winnings, having documented evidence of her interactions with the casino.The player from Ireland faces refusal from SpinRise Casino to pay out her legitimate winnings of €1,400, claiming a "duplicate account" after closing her account due to self-exclusion. Despite the ongoing issue with promotional emails and her attempts to self-exclude, SpinRise accepted her deposits and verified her identity. She requests assistance to recover her winnings, having documented evidence of her interactions with the casino. Written by AttilaComplaint Specialist Submitted: 07 Aug 2026 Automatic translation:

The player from New Zealand requested to self-exclude from SpinRise Casino due to a gambling addiction, but the casino refused to process her request until she completed the KYC. This situation allowed her to continue depositing funds. We asked her to forward the account closure/self-exclusion requests and the casino’s replies, but she did not respond to our messages or reminders. As a result, we were unable to investigate further, and the complaint was closed for now due to lack of cooperation.

The player from Switzerland had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. We informed the player that withdrawal processing could take up to 14 days due to verification or a high volume of requests and advised patience during this period. After the recommended timeframe passed, we followed up with the player to check if the withdrawal had been received. The issue was resolved when the player confirmed receipt of the withdrawal, and the complaint was marked as resolved in our system.

The player from Germany faced issues with his winnings at Spinrise, having experienced cancellations of approximately €63,522 after he had properly fulfilled bonus terms and conditions. He argued that his deposit of €478 was confirmed as real money, and that subsequent winnings should have been fully payable. Despite previous confirmations from his VIP manager, the casino's support had yet to provide a resolution. After a thorough review, we determined that the casino's decision to reduce the amount was unfair, as the bonus had been fully settled and the subsequent winnings originated from real money. However, the casino maintained its position, citing prior comprehensive reviews and adherence to their terms and conditions.. Due to the casino's lack of cooperation, the complaint was closed as unresolved.

The player from Norway submitted a formal complaint against SpinRise for failing to honor his repeated requests for permanent self-exclusion due to gambling addiction. Despite informing the casino of his situation, they allowed him to continue gambling and receiving promotions, leading to significant financial losses. His account was only closed after regulatory intervention, and he sought assistance in obtaining a refund for his losses. We asked the casino for the cashier history and re-evaluated the timeline, but no substantive cooperation was received beyond confirmation that the account was closed. As a result, the complaint was marked unresolved, with the player advised to continue with the regulator and to block further promotional contact.

The player from Finland requested help to close his Spinrise account, which the casino refused to do despite his multiple requests and admission of a gambling problem. He had lost over 100k and still received rapid responses for other inquiries, but no action was taken regarding his account closure. The account was eventually closed by the casino without notification, but the player’s compensation claim remained unanswered. Despite repeated attempts, the casino failed to cooperate with the Complaints Team, who marked the complaint as unresolved and advised the player to contact the Tobique Gaming Commission for further action.

The player from Ireland has been attempting to self-exclude from the casino for two months, providing proof through emails, but his requests are continually ignored. Despite this, he has made several deposits and wants to sever ties with the casino.