The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player experienced delays with multiple withdrawal requests and faced issues with KYC verification, which was eventually resolved. After intervention from the Complaints Team, the casino confirmed that the player's account had been verified and all pending withdrawals were processed. The player had now received all outstanding payments and marked the complaint as resolved.
Spinsy Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €8,000
Spinsy Casino
Safety Index 7.5 Above averageCase summary
Discussion
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10 months ago
Translation
Hello,
I won €8,000 at Spinsy Casino.
This was the prize: https://nolimitcity.com/replay/zohugahaponiraheyakumuhabisedetenosezodanizirubio
Since my first withdrawal request on August 30, 2025, my withdrawal status has not changed.
Despite repeated inquiries to support, I haven't received the money today. Instead, I've only received excuses and no clear answer.
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10 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
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10 months 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, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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10 months ago
TranslationHello, little update:
Unfortunately, after repeated contact via chat, nothing has happened yet. The payout has been marked "processing" since August 30, 2025.
There is no response to emails and the same excuses keep coming up in chat.
Greetings Max
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10 months ago
TranslationHello,
It's been 14 days since my first withdrawal request, and unfortunately, I still haven't received anything. I use live chat almost every day and keep getting the same answers or being fobbed off in the same way.
I ask you, dear Casino Guru team, to please take a closer look at this case. Thank you very much.
Best regards
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10 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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10 months ago
TranslationHello Dominika,
Unfortunately, after repeated contact via chat, nothing has happened yet. The payout has been marked "processing" since August 30, 2025.
There is no response to emails and the same excuses keep coming up in chat.
Greetings Max
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10 months ago
Dear player, 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?
Could you please specify the bonus you used?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@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.
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10 months ago
TranslationHello, of course I will answer your questions.
A payout has not been made before.
According to the account, no KYC verification is currently necessary.
The bonus was a 100% non-sticky welcome bonus.
I'll send you the chat transcripts to your email address. Thank you.
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10 months ago
TranslationHello Dominika ,
Unfortunately, I still haven't received a payout. I asked again in the live chat, and yes... unfortunately, the same thing as always.
I am enclosing the chat transcript.
Best regards
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10 months ago
TranslationHello, a little addendum from today.
The first €1,000 arrived today! 🙌🏼
If I now have to wait three weeks for each payout, it would still take quite a long time.
Greetings Max
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10 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) 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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10 months ago
TranslationHello,
Could you tell me what's being done now? Is there anything else I can do to speed up the process, or is everything you need sufficient for now?
Best regards
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10 months ago
Dear iMezzoMax,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Spinsy Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawals have not been processed yet?
Thank you in advance for providing the information.
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10 months ago
Dear All,
We would like to inform you that the request is under investigation and we will contact you with an update in the nearest time possible.
Your patience and understanding is highly appreciated.
Best regards,
Spinsy.com
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10 months ago
Dear iMezzoMax,
In order to proceed with paying out your pending withdrawals, we need to verify your account.
Kindly note that the requested documents for verification need to be uploaded via the website only, using the Document Verification Service. This can be found under "Settings => Verification", in your account.
Once you enter the verification tab you should be able to see the status "Verification Required" as well as the documents that are needed and proceed with uploading them from there.
When the requested documents are received, we will proceed with your request accordingly and inform you.
Best regards,
Spinsy.com
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10 months ago
TranslationHello Spinsy Casino,
This morning I had already verified my ID via mobile phone and the remaining steps were no longer displayed to me.
I have now uploaded all the missing documents again via the website, but this morning I also sent all the documents to you again via email at: kyc@spinsy.com
Thank you for your help
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10 months ago
Dear iMezzoMax,
We are currently checking your request and will be back with an update in the nearest time possible.
Best regards,
Spinsy.com
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10 months ago
TranslationHello Spinsy Casino,
I received an email 2 days ago saying that my documents were incorrect.
I've sent you my credit card statement in PDF format. I also included a selfie with my ID card in my hand and the casino website in the background.
I've sent the items to you again via email, but I've also uploaded them to my account under verification. They've been under review for more than 24 hours.
Best regards
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10 months ago
Dear Spinsy Casino,
Our latest information was that the account had been verified; however, it now appears that this is not the case.
Could you kindly provide us with an update on the current status, as well as clarify the procedure and any further steps the player should take?
Thank you very much for your assistance.
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10 months ago
Dear iMezzoMax,
After careful review of the provided documents, we would like to inform you that they are insufficient to verify your account. You need to provide us with bank statement where the deposit made on 30.08.2025 is visible. The statement that you have provided us is only up to 28.08 and the deposit is not visible.
Best regards,
Spinsy.com
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10 months ago
TranslationHello Spinsy Casino,
A new statement from my credit card account has just been uploaded.
Please check immediately if possible.
Thank you for the information
Edited
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10 months ago
Dear iMezzoMax,
We are happy to inform you that your account account is fully verified now and we will proceed with processing your pending withdrawals in the nearest time possible.
Thank you for your understanding!
Best regards,
Spinsy.com
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10 months ago
TranslationDear Spinsy Casino,
Are payouts being processed faster now? I had to wait three weeks for the first and last payout.
6500€ are still outstanding & there are currently 3 payouts in process since 1.09.25!
I would ask you to process future withdrawal requests more quickly.
Kind regards 🙌🏼
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10 months ago
Dear iMezzoMax,
Hopefully, it should only be a matter of time before the payment reaches you.
I will keep this complaint opened until your confirmation regarding successful withdrawal.
Please let me know as soon as you receive the payment.
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9 months ago
TranslationHello Martina,
Unfortunately, I don't know why my other answer was set to "private."
I've been receiving payouts repeatedly over the past few days. I hope, of course, that this continues.
Thank you
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9 months ago
Dear iMezzoMax,
I saw your message, and I was the one who marked it as private so that only you, I, and the casino can access this information. I just want to ensure it isn’t misused.
Thank you for letting me know! I hope the withdrawals will continue smoothly. Please keep me updated as you have before, I truly appreciate it.
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9 months ago
TranslationHello Martina,
I understand, thank you very much. So, I currently have three outstanding withdrawal requests.
Nothing has been processed as of today, even though the live chat says it can take up to 3 business days. And that time has already passed more than 7 days ago.
Best regards
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9 months ago
Dear Spinsy Casino Team,
Could you please take a moment to review the pending withdrawals and the reason for the delay in processing them?
We would greatly appreciate your assistance and any updates you can provide.
Thank you very much for your time and support.
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9 months ago
Dear all,
We would like to apologies for the delay of processing the withdrawals.
We are actively working on them and the customer will receive the funds in the nearest time possible.
Once that is done, you will be notified accordingly.
Your patience and understanding is highly appreciated!
Best regards,
Spinsy.com
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9 months ago
Thank you Spinsy Casino Team.
Dear iMezzoMax,
Please keep me updated regarding the progress of the withdrawals. Thank you!
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9 months ago
TranslationHello Martina,
Today, the payment for the application dated October 1, 2025 arrived. Two more are still pending, as of October 2 and 3.
Dear Spinsy Team,
It would be great if you could process the next applications promptly.
Best regards
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9 months ago
Dear iMezzoMax,
We would like to inform you that all your withdrawals are processed and sent from our side.
If you have any additional questions, we remain at your disposal!
Best regards,
Spinsy.com
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9 months ago
TranslationHello Martina & Hello Spinsy Casino,
Today I received all outstanding requests.
I can send the next requests again starting tomorrow.
Thank you very much 🙌🏼
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9 months ago
TranslationHello Martina & Spinsy Casino,
There are still two applications pending. Then we'll be done.
Please process these promptly so that we can close the ticket.
Best regards
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9 months ago
TranslationHello everyone,
1000€ are still outstanding as mentioned above.
after that we would be done 😮💨
Please transfer promptly so that we can close the topic here
Best regards
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9 months ago
TranslationHello Martina,
So nothing has happened for about a week now.
Live chat always the same… 😒
I would really like to get the last two requests through soon… But this endless waiting is really bad 🙈
Best regards
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9 months ago
Dear Spinsy Casino Team, can you please state the reason why the player´s withdrawal request have not been yet processed?
Thank you so much in advance
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9 months ago
Dear iMezzoMax,
We would like to inform you that all your pending withdrawals are processed now.
Best regards,
Spinsy.com
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9 months ago
TranslationHello Martina, Hello Spinsy,
Thank you for your support.
As far as I'm concerned, the case is now closed. Thank you very much for your help. 🙌🏼
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9 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear iMezzoMax,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Martina
