The player from Italy had been waiting for over two weeks for a withdrawal from Spinsy online casino after winning. Despite multiple inquiries to customer support, he received vague responses regarding the verification process, which he believed violated their stated Terms and Conditions for timely withdrawals. The issue was resolved when all pending withdrawals were successfully completed by the casino after intervention from the Complaints Team, leading the player to mark the complaint as resolved.
Spinsy Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €7,000
Spinsy Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?
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.
Best regards,
Kristina
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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8 months ago
Translation
Hi Kristina
Have you made successful withdrawals in the past?
-YES THEY HAVE EVADED WITHDRAWALS FROM ME IN THE PAST
Could you confirm that you have passed the KYC verification?
-YES
Did you accumulate your winnings with or without an active bonus?
-ABSOLUTELY NOT
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8 months ago
TranslationKristina, I am asking for urgent intervention in this rather ridiculous matter.
It is not normal to wait this long for withdrawals (16 days).
Your intervention could help correct these injustices at this casino regarding the very long waiting times.
They absolutely must change their approach and understand that by doing so they will only lose potential customers
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7 months ago
Thank you for your reply. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?
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7 months ago
Could you please post a screenshot of your withdrawal history here in this thread?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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7 months ago
TranslationHi Cristina, as you can see, 3 withdrawals were processed within a month, the last one was on 07/20.
Could you please encourage Spinsy to process others? Since it's not possible to process only 3 withdrawals per month?
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7 months ago
TranslationHI CRISTINA, today July 28th nothing has been processed yet, this situation is not normal.
3 withdrawals in 1 month, never happened in any type of casino. It seems absurd to me that the department is so slow in processing. Something must be done.
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7 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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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7 months ago
Dear GianmarcoMalgieri96,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinsy Casino representative to join this conversation.
Dear Spinsy Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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7 months ago
TranslationFrom June 30th to today, against a credit balance of €5,500, only three withdrawals have been processed, spaced several weeks apart, without any plausible reason or transparent communication from the casino.
Despite my repeated daily contact via chat and email—where I receive only canned and inconclusive responses—the situation has remained unchanged. The support agents themselves have repeatedly acknowledged the anomaly and unacceptability of this behavior, but no concrete follow-up has ever been forthcoming.
This conduct, in addition to being seriously infringing on my rights as a player, violates the most basic rules of fairness in the management of user funds. Furthermore, this conduct could constitute undue withholding of funds or potentially worse, in the absence of immediate and documented action.
I therefore ask for urgent intervention so that:
Please provide me with a formal and detailed explanation of the reasons for this delay;
A clear and binding deadline should be established for the disbursement of the remaining balance;
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7 months ago
Dear GianmarcoMalgieri9,
Our sincere apologies for your experience.
Your request has been forwarded to the appropriate department.
We will inform you as soon as we have further information.
Thank you,
Spinsy Team
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7 months ago
Dear Spinsy Casino,
We will be waiting for your update.
Thank you for your cooperation.
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7 months ago
TranslationDo I have to wait longer now for a response? How long do I have to wait?
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7 months ago
Dear GianmarcoMalgieri9,
Your patience is truly appreciated.
We are pleased to confirm that your withdrawal has been successfully completed 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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7 months ago
TranslationPerfect, the 1500 have been credited, now I will withdraw the other 4500 remaining, I have already withdrawn 500 I hope you are quick. I will not close the case until all are credited.
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7 months ago
Dear player,
We confirm that your withdrawal has been successfully completed on our end and is fully up to date. Should you wish to initiate a new withdrawal, please let us know and we will prioritise it accordingly.
Thank you,
Spinsy Team
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7 months ago
TranslationDear spinsy, I made a withdrawal of 500 euros today and it has not yet been processed.
I'm waiting for updates
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7 months ago
TranslationHi Marika, I requested two withdrawals, but they haven't been processed yet. I'm waiting for immediate processing because it's unusual to wait this long. I'm requesting expedited withdrawals.
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7 months ago
TranslationSpinsy is still stuck processing withdrawals. Only a small portion of the total amount has been processed. And this has been going on for almost a month and a half.
Mirka, can you please contact the casino?
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7 months ago
TranslationGood morning, I haven't cashed out my winnings yet. There are withdrawals still being processed. This situation is becoming stressful and quite unusual. It's impossible to wait this long.
can you process withdrawals immediately?
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7 months ago
Dear player,
We kindly inform you that your two withdrawal requests were successfully completed on 7th of August.
Regarding the three new pending withdrawal requests, we kindly request that you remain patient as we endeavor to complete the withdrawals as soon as possible.
Thank you for your patience and understanding.
Kind Regards,
Spinsy Casino team
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7 months ago
TranslationI hope they are processed today, I've been waiting for almost 2 months... speed up these withdrawals thanks
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7 months ago
Dear player,
Please notify me, when you receive the mentioned withdrawals.
Thank you for your patience.
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7 months ago
TranslationHi Mirka, you need to prompt Spinsy to process withdrawals.
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6 months ago
Dear player,
Have you received any of the withdrawals since your last message?
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6 months ago
TranslationThere are still 1500 in withdrawal and they have not yet been processed, I ask you to encourage Spinsy to do so
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6 months ago
Dear All,
We kindly inform you that all three withdrawal requests were successfully completed.
Thank you for your cooperation.
Kind Regards,
Spinsy Casino team
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6 months ago
Dear player,
Please notify me, when you receive the last withdrawals.
Thank you.
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6 months ago
Dear player,
Could you please confirm, if you received the last withdrawal by now?
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6 months ago
Dear All,
We kindly inform you that the final withdrawal request was successfully completed.
Thank you for your patience and cooperation.
Kind Regards,
Spinsy Casino team
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6 months ago
Dear GianmarcoMalgieri96,
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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6 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 GianmarcoMalgieri96,
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,
Mirka
