The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet.
Spinsy Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €60,000
Spinsy Casino
Safety Index 7.9 Above averageCase summary
Discussion
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3 weeks ago
Translation
Beautiful good day,
I won €60k on August 2nd, 2026.
Two days after I requested the payout (3.08), I was asked to verify my account.
I am now supposed to verify a card that I have never used to make a deposit and that doesn't seem familiar to me.
My payout will not be processed until then.
I am asking for help.
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3 weeks ago
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.
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3 weeks ago
Dear Luca489,
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
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3 weeks ago
TranslationWhat I also wanted to add is that in the past (in April) I successfully paid out over €1500, which also worked without any problems.
Furthermore, communication with Spinsy is very difficult because my emails are not answered and/or my questions are not addressed.
I am very willing to provide all the necessary documents to expedite the process.
But since I haven't received an explanation yet of how Spinsy got onto this map, I unfortunately can't do anything right now.
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3 weeks ago
Dear Luca489,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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3 weeks ago
TranslationI would like to clarify one important point regarding my previous post:
I won a total of approximately €60,000 on August 2nd, 2026.
I currently have three withdrawal requests totaling approximately €1,800. These withdrawals are not being processed due to pending KYC verification.
The real problem remains the required verification of card ***9227. I am not familiar with this card and to my knowledge I have never deposited with this card at Spinsy.
I am of course prepared to provide all the necessary KYC documents. I have no intention of circumventing the verification process. I simply need an explanation from Spinsy as to why this card has been linked to my account and to which specific deposit or transaction this link refers.
I would also like to mention that I successfully received a payout of over €1,500 from Spinsy back in April. This payout went smoothly.
The current situation is therefore difficult for me to understand, especially because Spinsy has not yet adequately answered my specific questions about the unknown card.
I therefore ask Casino Guru in particular for assistance in clarifying this question:
Where did card ***9227 come from and through which specific transaction was it assigned to my Spinsy account?
As soon as Spinsy can explain to me in a comprehensible way where this card comes from, I am of course prepared to provide the necessary documents for verification.
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3 weeks ago
TranslationBut since communication with Spinsy support is very difficult
And if they don't keep their promises to call, I'm in a bit of a pickle.
Thank you for your effort and help.
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2 weeks ago
Thank you for the clarification.
- Have you accumulated your winnings with or without an active bonus?
- For an independent review, could you please forward a screenshot of your account's deposit page?
- Also, please forward all relevant correspondence between you and the casino to jean.s@casino.guru (even if there were no replies to your emails). If it’s more convenient, you may also post screenshots here.
Thank you in advance for your reply.
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1 week ago
Dear Luca489,
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.
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14 hours ago
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
