Spinsy Casino - Player’s account has been closed with pending withdrawals.

I had a real-money balance of R$4,000 available for withdrawal at Spinsy Casino. Due to the casino's withdrawal limit, I submitted two separate withdrawal requests: one for R$3,000 and another for R$1,000.

The funds were real and withdrawable. I had previously used a bonus, but I completed all applicable wagering requirements before requesting the withdrawals. The casino does not allow bonus funds to be withdrawn directly, so the R$4,000 involved in my withdrawal requests was already available as real withdrawable balance.

After requesting the withdrawals, my account was closed. Because the account has been closed, I can no longer log in to check the status of my withdrawals or access my account.

I have already contacted Spinsy regarding the situation and requested payment of the outstanding withdrawals. I am submitting this complaint because I want to receive the R$4,000 that was legitimately available for withdrawal before my account was closed.

I can provide emails, screenshots and other correspondence with the casino as evidence if necessary.

I respectfully request Casino Guru's assistance in contacting Spinsy and helping me receive the two outstanding withdrawals totaling R$4,000.

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.

• Could you please send me a screenshot or a link to the bonus you activated and played with? Was it a deposit bonus or a free no-deposit bonus?
• What games did you play while the bonus was active?
• Had you submitted any identity documents for the verification of your account before the casino suspended it? If so, which documents did you provide?
• Have you contacted customer support to ask why your account was suspended?

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