SpinPals Casino - Player’s withdrawal is delayed and ignored.

For the past year, this casino has established a consistent pattern of intentionally delaying my redemptions, taking an average of 2 weeks per transaction. While I tolerated the delayed payouts previously, the casino has now completely ceased communication and is withholding my current prize pool.

I have strictly followed the casino’s official Dispute Resolution protocols as outlined in their Terms of Service. I have launched two separate formal dispute notices, both of which have been entirely ignored by management:First Formal Dispute: Submitted in March 2026— No response received.Second Formal Dispute: Submitted in June 2026 — No response received. In addition to ignoring my contractually mandated formal disputes, SpinPals has cut off my access to live customer support. Every attempt to resolve this issue or check the status of my funds via the live chat platform is systematically ignored or they send a scripted response and close the chat before i can respond. According to Section 15.4 of the SpinPals Terms of Service, the casino is legally obligated to schedule an informal dispute conference within 30 days of receiving a player's notice. By ignoring my March and June submissions and locking me out of support chat, they are in active default of their own binding player agreement.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• How many pending withdrawal requests are currently in your account? If possible, kindly send me a screenshot of your transaction history showing the pending withdrawal requests.
• When was the last time you successfully withdrew funds from the casino?
• Has the casino provided any explanation for the delay in processing your most recent withdrawal?
• What games did you play to accumulate the winnings you are currently trying to withdraw?

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

Best regards

Veronika

Thank you for gettin back to me!

I currently only have one pending redemption as you are only allowed one 500 redemption at a time. Since September 2025 they have been delaying my redemptions by exactly 2 weeks, every redemption, with 2 or 3 coming through within the 24 hour window. However, my current redemption has been-and still is- pending for over 3 weeks.

My last successful redemption was on June 8th 2026.

They have not provided me an explanation for any of the delayed redemptions. They close my chat when i ask after sending a scripted response stating something like "they are handling a queue of redemptions and mine will be processed soon" or they just close the chat without even responding.

I originally won 15,000 on danny dollar back in August 2025 and up until recently played a variety of hacksaw games that kept my balance above or at 15,000

I have included a screenshot of my current pending redemption as well as the history of my redemptions processing at exactly 2 weeks for almost a year now. I can also send the chat logs if needed showing them closing and ignoring my repeated attempts to resolve the issue with or get some sort of reasoning for the consistent delay.

Thank you again for handling this so quickly!

Dear Charmey

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Charmey, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of SpinPals Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

To anyone following this complaint, I would like to let you know this thread is being temporarily closed, due to the issue being escalated to the JAMS arbitrator services. Once the arbitrator, licensing authority or court of law is involved, it renders any further mediation impossible, since their ruling will override any possible deals or agreements we may settle on here.

When the casino or the player informs me of the results of the arbitration process, I will re-open ore re-classify the complaint accordingly.

With kind regards,

Matej