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On August 26, 2026, I fully met the requirements for several promotions and promised bonuses on SpinRise (operator: Hollycorn NV). As of today (August 30, 2026), the following rewards due to me have not been credited to my gaming account:

Golden Mission 1 (€3,000 sales): Completed on August 26th – The promised 10% cash reward is missing.

Golden Mission 2 (€5,000 sales): Completed on August 26th – The corresponding cash reward is missing.

Daily cashback: The cashback credit for one day is missing.

Turnover bonus (per €1,000 turnover): According to my VIP manager's promise, I am entitled to a bonus for every €1,000 in gaming turnover. This bonus has not been credited despite reaching the required turnover.

Customer support history:

After unsuccessful attempts to contact them via email and WhatsApp, I contacted live support on August 30th.

There I was initially told that my VIP manager would be on duty later in the day.

Upon further inquiry, the support employee ("Gabe") explained that regular support was not authorized to unlock these bonuses and refused to escalate the ticket to a shift supervisor.

There has been no processing or credit from the VIP team for 4 days.

Desired solution:

Full and immediate crediting of all four bonuses listed above to my gaming account.

Am 26. August 2026 habe ich auf SpinRise (Betreiber: Hollycorn N.V.) die Bedingungen für mehrere Aktionen und zugesagte Boni vollständig erfüllt. Bis heute (30. August 2026) wurden mir die folgenden zustehenden Belohnungen nicht auf meinem Spielkonto gutgeschrieben:

​Goldene Mission 1 (3.000 € Umsatz): Erfüllt am 26.08. – Die versprochene 10 % Cash-Belohnung fehlt.

​Goldene Mission 2 (5.000 € Umsatz): Erfüllt am 26.08. – Die entsprechende Cash-Belohnung fehlt.

​Tages-Cashback: Es fehlt die Gutschrift des Cashbacks für einen Tag.

​Umsatz-Bonus (je 1.000 € Umsatz): Gemäß der Zusage meiner VIP-Managerin steht mir für jeweils 1.000 € Spielumsatz ein Bonus zu. Dieser wurde trotz erreichten Umsätzen nicht verbucht.

​Verlauf mit dem Kundensupport:

​Nach unbeantworteten Kontaktversuchen per E-Mail und WhatsApp habe ich am 30. August den Live-Support kontaktiert.

​Dort wurde ich zunächst vertröstet, dass meine VIP-Managerin im Laufe des Tages im Dienst sei.

​Bei erneuter Nachfrage erklärte der Support-Mitarbeiter ("Gabe"), dass der reguläre Support keine Berechtigung hat, diese Boni freizuschalten, und weigerte sich, das Ticket an eine Schichtleitung zu eskalieren.

​Seit 4 Tagen erfolgt keine Bearbeitung oder Gutschrift durch das VIP-Team.

​Gewünschte Lösung:

Vollständige und umgehende Gutschrift aller vier oben aufgeführten Boni auf mein Spielkonto.

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Dear Monnaie,

Thank you very much for submitting your complaint.

To better understand the situation, could you please clarify the following:

• Could you please provide the Terms and Conditions or links to the Golden Mission, daily cashback, and turnover bonus promotions you participated in?
• Were all of these promotions activated on your account, and did you receive confirmation that you had successfully completed their requirements?
• Could you please clarify the approximate total amount of bonuses/rewards that you believe should have been credited to your account?
• Has your VIP manager provided any explanation as to why the rewards have not yet been credited?

Please also share any relevant communication with your VIP manager or casino support regarding these promotions and the missing rewards.

Thank you very much in advance for your cooperation.

Karla M.

Hello Casino Guru Team,

Enclosed you will find all documentation and communication records regarding my outstanding bonuses:

Participation requirements & proof: A screenshot directly from my account confirms the success message "Golden Mission Completed! (10% Cash Reward)".

Activation & Fulfillment: The conditions for the missions (€3,000 and €5,000 turnover), the turnover bonus and the daily cashback were fully met on August 26th.

Total amount in dispute: The total value in dispute is CHF/EUR 2,000 (including both Golden Missions, daily cashback and sales bonuses).

Explanation from Support/VIP Manager: As can be seen in the attached live chat screenshots, Support (Gabe) is refusing the credit, stating that only my VIP Manager (Stella) can do this. However, she has not responded to my messages for days.

All screenshots of the email history and the live chat can be found in the attachment.

Thank you so much for your support!

Hallo Casino Guru Team,

​im Anhang sende ich Ihnen alle Nachweise und Kommunikationsverläufe zu meinen ausstehenden Boni:

​Teilnahmebedingungen & Nachweis: Ein Screenshot bestätigt direkt aus meinem Konto die Erfolgsmeldung „Goldene Mission Abgeschlossen! (10 % Cash-Belohnung)".

​Aktivierung & Erfüllung: Die Bedingungen für die Missionen (3.000 € und 5.000 € Umsatz), den Umsatz-Bonus sowie den Tages-Cashback wurden am 26. August vollständig erfüllt.

​Gesamtsumme: Der Streitwert beläuft sich auf insgesamt 2.000 CHF / EUR (inkl. beider Goldenen Missionen, Tages-Cashback und Umsatz-Boni).

​Erklärung des Supports / VIP-Managers: Wie in den beigefügten Live-Chat-Screenshots zu sehen ist, verweigert der Support (Gabe) die Gutschrift mit der Begründung, dass dies nur meine VIP-Managerin (Stella) tun könne. Diese reagiert jedoch seit Tagen nicht auf meine Nachrichten.

​Sämtliche Screenshots des E-Mail-Verlaufs sowie des Live-Chats finden Sie im Anhang.

​Vielen Dank für Ihre Unterstützung!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Monnaie,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla