Spinny Casino - Player believes that their withdrawal has been delayed.

Iam complaining about an unpaid withdrawal at Spinny Casino, support@spinnycasino.com.

I requested the withdrawal on 2 September 2026. The operator’s own support email says withdrawals are generally processed within 3 days. It has not been paid.

On 2 October 2026 at 8:17 pm, support wrote that the withdrawal had been cancelled and that A$600 had been removed from my balance for breach of clause D.2, maximum winnings from a deposit bonus. The email set out the cap table (3x to 12x the deposit, depending on the bonus percentage). It did not state which offer I accepted, the deposit amount, the percentage, the cap that applied, or the calculation that produced A$600.

I replied the same evening that the account had already been reduced to A$400, and that later winnings were on that reduced balance. I asked for that A$400. I have not received a calculation answering that point.

The later emails conflict with the cancellation:

3 October 2026, 8:04 am, Chris: the decision is final and in accordance with the terms.

3 October 2026, 7:29 pm, Peter: the terms were violated, the decision is final, and evidence will be sent to the licensing authority and the ADR service if a complaint is opened.

3 October 2026, 9:54 pm, Susana, subject "Re: Conversation with Adhamh McDonald": the withdrawal requested on 02/09/2026 is pending, generally processed within 3 days, and "being processed within the expected timeframe." From 2 September to 3 October is 31 days.

4 October 2026, 11:57 am, Chad: the withdrawal has been reviewed and is in queue to be completed, and no further action is required from me.

A forfeiture and a payment still in queue cannot both be the position. No agent has identified the bonus, the deposit, or the figure at which clause D.2 was said to apply

I ask Casino Guru to require Spinny Casino to pay the withdrawal requested on 2 September 2026. If the casino maintains a forfeiture under clause D.2, it should produce the offer accepted, the deposit, the bonus percentage, the cap applied, and the sum forfeited, and pay any balance not covered by that calculation. My position is that the account had already been reduced to A$400 and that this sum remains payable.

Attached: Gmail thread "Important update regarding your account" (2–4 October 2026) and Gmail thread "Re: Conversation with Adhamh McDonald" (3–6 October 2026).

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Dear routed,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The support said it had been reviewed and submitted to the payments team 3 days ago

Thank you for providing the detailed timeline and the correspondence with Spinny Casino.

I understand that your withdrawal was originally requested on September 2, 2026, and that the casino later referred to a maximum winnings rule related to a deposit bonus. However, it is currently unclear whether your balance was capped twice in connection with the same bonus, or whether the A$600 confiscation in October concerned a different bonus. To better understand the sequence of events, could you please clarify the following:

1. Was your account fully KYC verified?
2. Which specific bonus or bonuses did you receive between September 2 and October 2? Please provide a screenshot of your bonus history showing the bonus name, date, deposit amount, if this information is available.
3. You mentioned that your winnings had already been reduced to A$400 before the later A$600 confiscation. On what date did this first reduction happen, what was your balance before the reduction, and what bonus were you using when it occurred?
4. Regarding the A$600 removed from your balance in October, did the casino confirm whether this was related to the same bonus that caused the earlier reduction to A$400, or to a different bonus?

These details are important so we can determine whether the casino applied the maximum winnings rule twice to the same bonus-related play or whether the two adjustments concerned separate bonuses.

Thank you for your cooperation.

Dear routed,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru