The player from Spain had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. The issue was resolved when the casino confirmed that the player's account had been verified and that withdrawals would be prioritized. After multiple communications regarding pending withdrawals and delays, the player ultimately received all funds. The complaint was marked as resolved by the Complaints Team.
Spinsy Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €5,782
Spinsy Casino
Safety Index:HighCase summary
Discussion
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5 months ago
Translation
After more than 10 days waiting for three €500 withdrawals, because they won't let you make more than €500 per day and three withdrawals at a time, I had to cancel because they aren't answering my emails and the customer service via bots is terrible, constantly pestering you before finally telling you to send an email. I tried to make a €500 withdrawal on June 30th, and surprisingly, they authorized it, but the next day they told me my withdrawals were blocked and I couldn't request any more. My account is verified, and they made me send documentation. They don't give me any problems making deposits, but if I want to withdraw, they tell me my withdrawals are blocked. They don't answer my emails, and the customer service is terrible. On top of that, if I want to bet on a sport, they've limited bets with very small amounts (it seems they don't like it when someone wins money at their bookmaker). What would be the procedure for filing a complaint, and to which authorities? From what I have been able to find out these are the details: SPINSY CASINO – Adonio NV
Kaya WFG (Jombi) Mensing 24, Unit A – Willemstad, Curaçao
Antillephone NV 8048/JAZ Master License
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5 months ago
Dear player,
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 the 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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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5 months ago
Dear player,
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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5 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you been able to complete any form of verification with the casino since they requested new documentation?
Have you only used payment methods that are registered in your name?
Just to confirm—did you provide the casino with clear proof that the card is no longer in your possession?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], 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.
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5 months ago
Translation
Dear Dominika,
Thank you for your message and your willingness to help me resolve this situation.
I confirm that I have submitted all the documentation requested by the casino on several occasions, including:
DNI (identity document),
Selfie with ID,
Bank statement with the movements associated with the income,
And official confirmation from my financial institution (Cajamar) that the Visa card with which I made the deposit is in my name.
Despite this, the casino continues to request new documents or repeat the same demands, generating an endless chain of requests without ever issuing a clear resolution. I believe this is deliberately making it difficult to withdraw my funds, which is especially serious. Now, they are no longer allowing deposits even after I told them how they could allow deposits but not withdrawals.
Answering your questions:
Yes, I've completed previous verifications, and my account has been listed as verified for a while, but they keep asking for documentation I've already sent.
Yes, all payment methods used are in my name.
Yes, I have provided official proof that the card was cancelled and is no longer in my possession.
Winnings were accumulated without an active bonus at the time of play and withdrawal.
As a last resort, I went to the bank, and the manager signed all the documents and stamped them to confirm they were original. I'm still waiting for a final response before taking any legal action.
I really appreciate your help.
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5 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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5 months ago
Dear rafajuventud83,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Spinsy Casino representative to join this conversation and participate in resolving this complaint.
Dear Spinsy Casino,
Could you comment on the situation?
Thank you in advance for providing the information.
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5 months ago
Translation
Could you give me the tax address or any other information where I can send notifications?
One that is verified so that notifications are not returned.
Address, telephone number, license number, etc.
Now they are asking for this again:
Incredible
Thank you
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5 months ago
Dear rafajuventud83,
Our sincere apologies for your experience.
We are please to inform you that your account has been verified.
Please proceed to initiate the necessary withdrawals, as there are currently no active transactions.
Thank you,
Spinsy Team
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5 months ago
Translation
I'm going to request a withdrawal and see if the problem is really resolved. I requested a withdrawal from my bank via bank transfer because the card I used to make the deposit was canceled due to loss, as I've informed them numerous times with various documents. Let's see if they'll start asking me for the documents again. I'll wait for the withdrawals to go through, and if everything is okay, I'll consider the case resolved.
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5 months ago
Dear rafajuventud83,
Could you please let me know once you request a withdrawal from the casino?
I'll be awaiting your reply.
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5 months ago
Translation
I applied yesterday, but they don't allow withdrawals over €500. Let's see what they come up with next... and how long it takes to get it paid out!!!
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5 months ago
Dear rafajuventud83,
The Casino states in their terms and conditions that they limit the daily withdrawal to 500€ and the monthly to 7000€. Therefore, you should be able to request a withdrawal of 500€ every day.
Dear Spinsy Casino,
Could you confirm this information?
I'll be awaiting your reply.
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5 months ago
Dear rafajuventud83 and Stefan,
We can confirm that the daily withdrawal limits are 500€ per day up to 7,000€ per month.
Additionally, please be advised that the department in charge has made player's withdrawals a top priority and has arranged for it to be processed.
However, please note that transfers may take several business days to reflect in your account, depending on bank’s processing times.
Thank you for your patience and understanding.
Spinsy Team
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5 months ago
Translation
I've been waiting for a withdrawal since Thursday. I have three pending withdrawals, and it won't let me make any more. I'm still waiting for my withdrawals to clear. It's unusual for withdrawals to take so long and for them to put up so many obstacles, but for deposits... there are no limits or restrictions!
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5 months ago
Dear Spinsy Casino,
Could you please explain why the player is unable to request an additional 500€ per day? It appears that you are not in compliance with your terms and conditions.
I'll be awaiting your reply.
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5 months ago
Hello Stefan,
Referring to our terms and conditions
6.13 A maximum of three (3) active withdrawal requests is permitted at any given time, with a minimum interval of twenty-four (24) hours between each request. Submission of a fourth request will only be allowed once at least one of the initial three requests has been processed.
As stated previously, the department responsible has prioritized the processing of player withdrawals and has taken the necessary steps to ensure they are handled promptly. We kindly ask the player to remain patient, and once the first withdrawal is completed, they may proceed to schedule the next one.
We hope this explanation brings additional clarity to the issue at hand.
Thank you,
Spinsy Team
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5 months ago
Translation
I consider these procedures to be clearly abusive and disproportionate, even more so when it comes to funds that are legitimately my property. It is neither reasonable nor acceptable to require between 5 and 8 business days—or even longer—to authorize a withdrawal, especially when all the verification requirements have been previously met.
This type of practice violates the principles of transparency, flexibility, and good faith that should govern these types of services, creating a situation of helplessness and uncertainty for users, who find their access to their own money restricted without just cause.
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4 months ago
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Dear Stefan,
Day 22, we are still waiting for withdrawal since the 18th.
Bets restricted in their amounts for no apparent reason.
Kind regards
We will continue to report…
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4 months ago
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Day 24, we are still waiting for withdrawals... since the 17th
We will continue to report...
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4 months ago
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Day 25, three withdrawals pending…..
from the 17th
we will continue to report….
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4 months ago
Dear Stefan,
An email has been sent to you. Please confirm receipt and review it at your earliest convenience.
Thank you!
Spinsy Team
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4 months ago
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It seems that the retirements are coming in...
It's hard for them, but little by little...
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4 months ago
Dear Spinsy Casino,
I can confirm I have received an email from your side. Thank you for the confirmation of processing the withdrawals.
Dear rafajuventud83,
Could you please let me know whether you have received the payments from the casino? Did you manage to request additional withdrawals?
I'll be awaiting your reply.
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4 months ago
Translation
Withdrawals pending since the 25th... today is the 29th
We will continue to report….
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4 months ago
Dear rafajuventud83,
Please note that the processing time for each withdrawal is three business days.
However, depending on your bank’s processing times, it may take several additional business days for the funds to reflect in your account.
6.11 Withdrawals are processed in accordance with our monthly withdrawal limits and are prioritized based on the customer's VIP status - that means your account is not blocked.
Nevertheless, please rest assured that your withdrawal has been given top priority.
We are sincerely grateful for your continued patience and understanding.
Thank you,
Spinsy Team
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4 months ago
Dear rafajuventud83,
Could you please state whether your payments have been processed?
I'll be awaiting your reply.
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4 months ago
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There are two pending withdrawals, and today I received a copy of the conversations I had with customer service after requesting them for more than 20 days.
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4 months ago
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There are still two pending withdrawals….
We will continue to report!!!
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4 months ago
Dear rafajuventud83,
Thank you for contacting us and we apologize for the delay.
We can confirm that your withdrawal has been successfully processed on our end
Should you have any questions or require further assistance, please do not hesitate to contact us.
Thank you!
Spinsy Team
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4 months ago
Translation
There's still one withdrawal pending. I love the rush you're showing to answer these messages now...for the ones I've sent to Customer Service and Account Verification, you haven't put in as much care or attention!!!
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4 months ago
Dear rafajuventud83,
Could you please state whether your last withdrawal was processed or already received?
I'll be awaiting your reply.
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4 months ago
Dear rafajuventud83,
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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4 months ago
Translation
All the money has already been withdrawn. For more information, I wouldn't recommend this betting house to anyone. They waste your time with thousands of documents that are constantly repeated every time you reply! As soon as you win some money, they limit your bets! Don't use this betting house. IT'S MY
ADVICE
THANK YOU
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4 months ago
Dear rafajuventud83,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Stefan, Casino.Guru
