Spinsy Casino - Player claims that payment has been delayed.

I have been repeatedly asked for the same documentation over and over (Drivers license, Proof of address, Bank statements etc) and have not yet been provided with a proper reason for my withdrawals to be blocked. I currently have a €500 withdrawal pending for the last 7 days and they will not allow me to withdrawal more even after becoming a VIP on their website which is supposed to allow me to make larger withdrawals. In addition they asked me for my bank statement in pdf form after sending it as a screenshot which I did and have now said that I must submit verification as my account requires it but don’t give me any link or place to submit any documents. In short, they say my account requires verification but do not allow me to submit verification so I’m not able to do anything at this current moment to continue verifying more even after me sending them the ideal proof of address they needed in the pdf form they requested. I have screenshots of emails that do not help whatsoever and all of my transaction history and proof of my previous verification submissions. I have attached as many images as I could including the bank statement I sent them except in pdf format as the casino asked, evidence of my submission and then the screen I am currently presented with asking for verification but giving me no way to verify.

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Dear nealmcdaid13,

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

I have emailed them in regards to them not allowing me to verify and am waiting for a response. I have been fully cooperative with the casino but I don’t appreciate how they have not allowed me to continue to verify my account. As soon as I have a response I will let you know.

Dear nealmcdaid13,

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.

Yes thank you for your reply. I have now been asked to send a valid proof of address which I have done. My name, my address and the time frame within 3 months has been sent to them over a week ago now. They said it would usually take up to 3 business days but it has been well over that time period now. I have continued to email them in regards to this but I have been getting unhelpful replies telling me they are sorry for the inconvenience and it shouldn’t be much longer. I’ve heard this in every case of my verification thus far it was the same for my proof of identity. This has been the longest wait so far. I believe they are still trying to delay my withdrawal process as much as possible. I will attach images to show you. It has been taking more than a week for them to verify my proof of address. They told me it would take up to 3 business days. Seems like they’re still trying to delay as much as they can hoping I will gamble my winnings. I will not allow that to happen.

Dear nealmcdaid13, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Hello nealmcdaid13,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru