Spinsy Casino - Player’s winnings haven’t been received yet.

I tried to withdraw my money with BTC, it take about 10 calendar days and support still keeps answering me that they got some problems and they have to verify manually all the withdrawals. I am scared because i won about 20k$ and i am scared that they are not going to withdraw this money…

Dear adriansrwn97,

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


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.

Dear adriansrwn97,

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.

Hello,

no they didn’t withdraw anything, i am sending you a screen shot also. they did not expect me to verify kyc. Also i have pending withdrawal with from days 18.06 and 19.06. All on the screenshots. Thank you very very much for your interest! 🥰

Enjoy your day!

KR

Adrian

Thank you for the screenshots, I opened them without problems.

Could you please specify if you have made any successful withdrawals from this casino before?

Have you made sure to complete the wagering of all active bonuses before submitting your withdrawal requests?

Have you passed the full KYC verification, or at least submitted any personal documents to the casino for verification?

Thank you very much, adriansrwn97, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Spinsy Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Spinsy Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Nothing changed they dont want to accept my KYC because I used one time credit card from revolut 😂

Dear adriansrwn97,

Thank you for reaching out to us.

We would kindly like to apologize for the delay of your withdrawal and verification process.

We would kindly like to ask you to upload the missing documents into your profile to complete the verification of your account and finalize your payment.

Thank you for your understanding.

Kind regards.

Spinsy Casino Team

Dear adriansrwn97,

We would kindly like to ask you to check your emails, where we clarified which documents are still needed to finalize the verification of your account.

Furthermore we would kindly like to ask you to upload the requested documents on your profile.

Thank you in advance.

Kind regards.

Spinsy Casino Team

lmao i have sent you the bank statement and transaction statement from the credit card, and you always not accept this. what more you want?

https://ibb.co/NgrH88hG

https://ibb.co/ymQrqhpF

https://ibb.co/0jzfycpD

https://ibb.co/k60ndMhT

https://ibb.co/0jL0QXd7

https://ibb.co/TMnDWdKg

here are the screenshots 😃

Dear user,

Have you uploaded all the requested documents in your profile, please?

Respectfully,

Romi

yes a few times

Dear adriansrwn97,

Please kindly refer to the email we have sent you, where we clearly outlined which documents we require for the verification process and why the previously submitted ones did not meet the necessary criteria.

We are doing our best to ensure your verification is completed as quickly as possible, but we kindly ask you to carefully follow the instructions provided and re-upload the specific documents as requested in our email.

Thank you for your cooperation.

Spinsy Casino Team

Guys… you should invest in better AI to respond to your customers 🤣🤣

here are screen shot from conversation and also the documents

https://ibb.co/7mJ1QQn

https://ibb.co/LMrjhxT

https://ibb.co/sSLT6b2

https://ibb.co/PZYfTKSM

https://ibb.co/vvhqGfLv

https://ibb.co/xxMX5Dj

https://ibb.co/V0rwN04s

https://ibb.co/KcYffKPj

https://ibb.co/7NzTjMYM

https://ibb.co/Wpt5p01m

https://ibb.co/Kp15dxds

https://ibb.co/Mx1n8Rjf

https://ibb.co/nqBb79WD

https://ibb.co/6p3tk9k

https://ibb.co/35zS0CYf

Dear adriansrwn97,

Did you send all the requested documents as requested, please?

Respectfully,

Romi

Dear adriansrwn97,

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.

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,
Romi
Casino.Guru