The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. After escalating the issue, the player confirmed receiving a payout of €800 after nearly three weeks. Subsequently, the casino processed an additional withdrawal, which the player acknowledged. The complaint had been resolved as the player expressed satisfaction with the outcome, although he noted a change in his VIP status that affected future withdrawals.
Spinsy Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €37,400
Spinsy Casino
Safety Index:HighCase summary
Discussion
Public
Public
4 months ago
Translation
Dear Casino Guru Team,
I would like to file a complaint because the specified withdrawal or payout deadline has not been met. I am very worried about this and afraid for my money. I have written to the casino's help center several times and usually received the same answer: that the withdrawal was delayed. I have also sent the casino several emails. I was able to withdraw (pay out) the first €800 and that worked pretty quickly. Then I was able to request the next €800 and was told I could request another €800 in the next 24 hours, up to a limit of three times. No sooner said than done. I actually wanted to give the casino until the end of the week because then the 14 days will be up, but I don't know how quickly this complaint will be processed. That's why I'm submitting it now. The longer it takes, the more worried I become for my money. I have been able to research whether you, the casino guru team, can help successfully and I hope that will be the case in this case too. It's a lot of money and I can really use it.
Kind regards
Automatic translation:
Public
Public
4 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 for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, 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.
Public
Public
4 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.
Public
Public
4 months ago
Translation
Hello Dominika,
Unfortunately, nothing has changed, and the three withdrawals are still being processed. I also tried depositing €10 again, hoping it might work a little faster, but nothing happened. I also wrote to the casino again, but I keep getting the same response.
Starting tomorrow, the 14-day waiting period is over and I hope for your help.
Kind regards
Edited
Automatic translation:
Public
Public
4 months ago
Translation
Hello dear Casino Guru Team,
There's still no progress regarding the withdrawal. My three withdrawals are still being processed, and it's been 14 days. Unfortunately, I'm increasingly worried that I won't get my money. I'm still hoping for your help. Thanks in advance.
Kind regards
Automatic translation:
Public
Public
4 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?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawals? 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.
Sensitive attachment
Sensitive attachment
4 months ago
Translation
Hello Dominika
One payout has already been processed, as shown in the picture. It was also very quick, which is why I'm surprised the other three are still being processed. I could have received quite a bit of money if Spinsy Casino had stuck to their promises. A delay is perfectly normal, but I can't understand such a long delay.
I completed the KYC verification and was not informed that there were any problems. I also wrote to customer support several times to ask if everything was OK with my verification.
I received the winnings without bonus credit.
Here's another screenshot after verification.
Kind regards
Edited
Automatic translation:
Public
Public
4 months ago
Translation
Hello Dominika,
I sent the casino another email and they said they would expedite the payout as usual, just like in the last emails, so I guess I need your help.
Now, next Thursday, August 21, 2025, it will be three weeks and that is simply too long.
Kind regards
Automatic translation:
Public
Public
4 months ago
Translation
Hello Dominika,
Today, after almost 3 weeks, I received a payout of 800 euros.
I'm happy, but it's definitely taken too long. Can you intervene to speed things up so they at least stick to their deadlines? Otherwise, I'll have to wait another six months for my winnings.
Kind regards
Automatic translation:
Public
Public
3 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.
Public
Public
3 months ago
Dear Lelo123,
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.
Public
Public
3 months ago
Dear Lelo123,
Thank you for reaching out.
Your previous withdrawals were delayed because there was a verification process ongoing with your account.
As for any next withdrawals, they will be processed based on reqular schedule.
Moreover, we would like to assure you that we will notify you promptly once there is an update for your active withdrawals.
Thank you for your patience and understanding.
Kind Regards,
Spinsy Casino Team
Public
Public
3 months ago
Dear Lelo123,
Thank you for your response and confirmation.
Please let us know once you receive the next withdrawals.
I'll be awaiting your reply.
Public
Public
3 months ago
Translation
Hello Stefan,
I'll keep giving you new updates until the entire balance is in my account. Okay?
Automatic translation:
Public
Public
3 months ago
Dear Lelo123,
Would it be acceptable if I close the complaint as resolved for now, since the casino is making the appropriate payments? If any issues arise in the future, you will be able to reopen the complaint at any time.
I am looking forward to your response.
Public
Public
3 months ago
Dear Lelo123,
We're glad to hear that your issue has been resolved for now. 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
