SpinMills Casino - Player's withdrawal is delayed and restricted.

I am a fully verified player and currently have a withdrawal of $804 marked as "approved" but still not processed.

According to my VIP Level 11 status, my advertised withdrawal limit is $2,200. However, the casino is restricting me to withdrawing only $804, which is significantly below what is publicly stated.

When I contacted support, the KYC department responded with the following:

"The casino administration reserves the right to make payments according to an individual schedule, set the minimum and maximum amount per transaction and the time for this transaction, which may vary depending on the withdrawal method, your account level or other relevant factors. This is currently the maximum withdrawal amount for your account."

In other words, despite clearly advertised limits tied to VIP levels, they are arbitrarily overriding those limits without transparency or justification.

If this is indeed how the casino operates, I respectfully ask Casino Guru to:

A) Update and correct the published withdrawal limits in their review, as they are clearly not reflective of actual player experience.

B) Re-evaluate this practice as unfair and misleading, and adjust the casino’s rating accordingly to reflect these terms and conditions.

From a player’s perspective, advertising higher withdrawal limits while privately enforcing lower ones is misleading and undermines trust.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinMills Casino. Based on the information you provided, I was unable to determine for which period the withdrawal limit of 2200 CAD applies.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you been limited in your payouts in the past?
• Has the casino clarified to you what the withdrawal limit period the 2200 CAD refers to?
• Could you please specify whether you requested a payout already? How much is pending, and how much is left for you to withdraw?
• Is it possible for you to request multiple payout requests simultaneously?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

Thank you for your response and for looking into this.

Please see my answers below:

1. Have you been limited in your payouts in the past?

No. I joined the casino on April 20th and progressed quickly to Level 11. The limitation started immediately when I began withdrawing.

2. Has the casino clarified what period the 2200 CAD withdrawal limit applies to?

No, they have not clarified this at all. The withdrawal limit is displayed on my VIP page as approximately $2200, with no indication whether this is a daily, weekly, or monthly limit, nor any mention that it may be reduced at their discretion.

3. Have you requested payouts? How much is pending and how much remains?

Yes.

I received an initial withdrawal of $804

I submitted a second withdrawal of $800, which has been approved but is scheduled to be paid in approximately 2 days

I still have a remaining balance of approximately $1,800+

Despite this, I am not allowed to withdraw more than ~$800 at a time.

4. Is it possible to request multiple withdrawals simultaneously?

No. The system restricts me to this amount and effectively forces me into their payout schedule.

5. Communication with the casino

I have attached screenshots showing:

My Level 11 VIP status and displayed withdrawal limit (~$2200). Every level I reached showed an incresed amount.

The payout schedule email

Their statement that they may impose "individual schedules" and limits at their discretion

Additional concern:

While I understand that processing times can vary, the combination of:

Reduced withdrawal limits (from ~$2200 to ~$800)

Delayed payouts (2+ days per transaction)

A remaining playable balance in my account

creates a situation where players are left with significant funds still available to play while waiting for withdrawals to be processed.

From a player’s perspective, this structure raises concerns about fairness and whether the advertised withdrawal limits accurately reflect actual withdrawal conditions.

I appreciate your help in reviewing whether this aligns with fair and transparent casino practices.

Thank you again

Additional clarification:

When I directly questioned the casino about the discrepancy between the advertised ~$2200 withdrawal limit and the ~$800 limit being enforced on my account, they did not dispute the advertised amount.

Instead, they responded that they reserve the right to adjust withdrawal amounts at their discretion.

To me, this is the core issue.

If a withdrawal limit is advertised to VIP players, but the casino can unilaterally reduce that limit without clear prior disclosure, then the advertised limit does not reflect the actual conditions players will experience.

From a player’s perspective, this is misleading, as:

The displayed VIP withdrawal limit creates a reasonable expectation

The actual enforced limit is significantly lower

The reduction is applied without transparency or defined criteria

I believe this point is important in determining whether the casino’s terms and presentation are fair and accurate.

would like to clarify the current situation more precisely.

At the moment:

I have a withdrawal of ~$800 already pending, scheduled to be paid

My account shows an additional balance of approximately $996 available for withdrawal

The withdrawal screen states I can withdraw between $35 and $1500 per transaction

However, when I attempt to submit another withdrawal, I receive an "exceeded limit" message and the system does not allow it.

The casino has explained that there is a daily withdrawal limit of approximately $800, and that this includes any pending withdrawals.

The issue is that this restriction is not clearly communicated in the interface.

From the user’s perspective:

The system shows the full remaining balance as "available for withdrawal"

The per-transaction limit allows the amount

There is no indication that a pending withdrawal blocks additional requests

This creates a misleading impression that the funds are immediately withdrawable, when in reality they are not due to an undisclosed restriction tied to pending withdrawals.

I believe this lack of transparency is the core issue.

Also, to clarify; according to their T&C : 6.11. You may withdraw the following amounts: Per transaction: No more than €500 / C$750. Per day: No more than €1,500 / C$2250. Per week: No more than €5,000 / C$7500. Within 30 days: No more than €20,000 / C$30,000, unless a larger amount has been agreed upon.

The fact that they say they can arbitrarily reduce the amount to whatever they want is baffling.

Hi Tomas,

I would like to add that I have now received a congratulatory email confirming an increase in my VIP level and withdrawal limits.

However, despite this, the system is still blocking my attempt to withdraw $1000, showing a "maximum withdrawal amount exceeded" message.

And if what I provided isnt enough, here is the latest that really demonstrates misinformation, contradictions in T&C and blatant misrepresentation, misinformation and unfair practice.

Thanks for sharing the relevant information with me.

Our data team will consider this new information and update our review of the casino if necessary.

Has the casino processed one or more of your payouts in the meantime?

Please let me know.

Hi Tomas,

Thank you for your response.

To clarify, receiving my withdrawal was never the purpose of this complaint.

My concern is the accuracy of the information presented in your review, which does not reflect the actual withdrawal conditions applied by the casino.

Since submitting this complaint, I have closed my account due to the casino’s inconsistent and discretionary handling of withdrawal limits.

Based on:

Their Terms & Conditions

Their platform

Their VIP communications

And their actual enforcement

there is a clear lack of consistency and transparency. Withdrawal limits are presented one way, explained another way, and applied differently in practice.

At this point, the issue remains unresolved because the casino has not addressed these discrepancies, particularly the misleading and ambiguous nature of their Terms & Conditions.

I strongly believe this should be reflected in your review to ensure it remains accurate and credible for other players.

Please let me know how this will be addressed.

Thanks for the clarification.

The accurate portrayal of the information in our reviews is the responsibility of our data team, while the complaint resolution center's role is to mediate your particular issue. With evidence from you, our data team contacted the casino and asked for an explanation, and will act based on what they learn.

Kindly confirm what happened to the money that was the subject of your complaint, so we can either assist you further or close the complaint appropriately.

Thanks in advance for your understanding and reply.

I submitted this on April 21st.... I no longer need your assistance as I resolved my own issue. Thank you

We’ve closed this complaint in accordance with the player’s description of events.

While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.

Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access, or anything else, our team is ready to assist.

If you change your mind or feel you need our support, we will be here to help.