The player from Germany requested a withdrawal a month ago but has only received €500 of his €3,000 deposit. He has three further withdrawals of €500 each pending and cannot withdraw an additional €1,000 due to these requests. Despite reaching out to support, he only receives standard replies.
Spinsy Casino - Player's withdrawal has been delayed.
Opened
Current status
Waiting for Casino Guru to reply
5d 1h 27m 17s
Spinsy Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
Unfortunately, I have only received €500 of my €3,000.00 deposit so far. Three further withdrawals of €500.00 each from January 19th, 20th, and 24th are pending, and I cannot withdraw another €1,000 due to three pending withdrawal requests. Support has not responded yet, and I only received standard replies in the live chat. Can you assist me?
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1 month 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 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.
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1 month 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 better understand the situation.
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
- When was the last time you were in contact with casino support/live chat regarding the delay?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
TranslationHello,
- Verification has been successful.
- No, I didn't receive a bonus for the winnings; there was already a payout on January 24, 2026, but unfortunately none since.
- via chat every week and by email on February 12, 2026, unfortunately without a reply.
I usually play a lot at casinos owned by the same company and I'm used to withdrawals taking longer sometimes. But it's never taken over a month before, and what's so frustrating is that I haven't received any response.
Greetings
Thomas
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1 month ago
Dear andyohmsen,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
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1 month ago
Dear player,
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.
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1 month ago
Dear Casino Guru,
We have forwarded this request to the relevant department to see if any documents needed.
We will contact you once they reply.
Kind regards,
Spinsy Team
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1 month ago
TranslationQuick update
Two withdrawals have now been credited back to the casino account, bringing the balance to €2000. The withdrawal from January 24, 2026, is still listed as "processing." I haven't received an email. The verification status still shows that the account doesn't need to be verified.
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1 month ago
Dear Spinsy Casino,
Could you please provide us with an update on player's issue?
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4 weeks ago
Dear Casino Guru,
Good news, as most documents have been approved.
To complete the final steps, we just need the following from player:
*January Transaction History (Card 3504): Please provide a PDF statement showing all account activity for January, specifically including your deposits to us.
ID Verification: Clear photos of both the front and back of your ID.
Once these are uploaded, we can finalize everything.
Kind Regards,
Spinsy Team
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3 weeks ago
Thank you for the update, andyohmsen.
Please notify me, when you start receiving withdrawals.
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2 weeks ago
TranslationHello,
Three payouts are still outstanding. None have been settled yet.
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2 weeks ago
Dear Spinsy Casino,
Could you please clarify, why the player is unable to withdraw the balance?
Thank you.
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2 weeks ago
Dear andyohmsen,
To proceed with your request, we require the following documentation:
Transaction History (PDF): A full statement for January for the account ending in *3504, showing all transactions and deposits.
Identification: High-quality copies of both the front and back of your government-issued ID.
Kind Regards,
Spinsy Team
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2 weeks ago
Translation
As you can see, the verification process is complete. I only uploaded the front of my ID card the first time. It wasn't accepted, and after I uploaded both sides, the verification requirements were supposedly fulfilled. There's no exclamation mark next to it. So I don't even have the option to upload anything else. And this whole process has been completed for over a week now. You already have the credit card images, proof of address, ID card, bank statement from the recipient bank, and an overview of credit card transactions, including the deposit details. Therefore, you're not up to date. When you requested the corrections during our last contact, these were uploaded, and since then, the account has been considered verified again. Please finally release the funds. What else am I supposed to do? Send you my documents personally?
Update - I just spoke with live chat support, and they also couldn't understand why I'm getting the verification message and asked for the documents. When I asked where I should send them, they told me to contact support. When I explained that I'd already contacted them four times and never received a reply, they said this time they would respond immediately because it was a priority. I did that. Of course, I still haven't received a response.
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2 weeks ago
TranslationUpdate - Still no reply to email
To Spinsy representative: Could you please send me an email I can reply to with the requested documents? The chat representative said he wasn't allowed to send me an email and that I had to email support myself, asking which files were missing. Please understand that I can't simply send sensitive data to the standard email address. Could you perhaps also reopen the platform for uploading?
Update - After another live chat, I have now sent the requested documents (bank statement showing credit card deposit + ID card) to support. I have serious doubts that these will actually be processed this time. Support hasn't responded for two months.
Could the Spinsy representative please confirm receipt?
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2 weeks ago
TranslationHello, I'm still not getting any answers from support via email, and in the chat I'm not getting any confirmation that the email was received. And the Spinsy representative here isn't responding either.
Chat copy as proof
Could you please check if the missing documents for the payments have been approved or at least received by email?
Chat started
Nila has joined the chat
Nila
Hello! Welcome to customer support!
My name is Nila and I am here today to help you.
hi
Nila
Hi again Thomas ☺️
Please note, however, that all payout and verification processes are carried out exclusively by our KYC department.
As chat support, we do not have access to personal documents, verification data, or the internal review status of your payout.
To ensure your case can be reviewed quickly, please send a brief email directly to the responsible department:
There you can view your payout case and receive a binding response regarding its current status.
Nila, I just want to know if they arrived.
I've been emailing support for two months now and I've never received a reply.
Nila
I truly understand you, and I'm sorry that you haven't received any feedback via email yet.
Unfortunately, as chat support, I do not have access to submitted documents, verification data, or the current status of your payout – as much as I would like to help you directly.
Please continue to contact the relevant department at:
Only there can your case be viewed and you will receive all relevant information about its current status.
I understand that a quick resolution is very important to you, and I'm truly sorry that you feel let down right now. Please believe me: If I had the opportunity to resolve or expedite your issue myself, I would do so immediately.
Last time, the chat was at least able to tell me which documents were still missing.
Nila
I understand what you mean.
However, our process has since changed. Chat support no longer has access to information about missing documents or whether anything has already been received – as much as I would like to help you with that.
This information is held exclusively by the responsible KYC department, Thomas.
That was 4 days ago
It's unacceptable that I've been waiting for payments since January 19th. I never receive any replies, even though my account is considered verified. And only after I officially filed a complaint did I receive a message that I needed to submit further documents.
Nila
If additional documents are required, the KYC department will inform you directly – so you don't need to submit anything else unless you have received a specific request.
Thomas, that's really all I can tell you from here.
I understand your situation, but as chat support, I don't have access to your documents or the verification status. The KYC department is the only one that can view this information and give you a binding response.
And the account details still say I don't need to be verified.
Nila
I understand what you mean, Thomas.
The display in your account ("no verification required") is unfortunately not always up-to-date, as it is not directly linked to the internal verification status of the KYC department.
Even if it states that no verification is required, the KYC department can still review or request documents.
As soon as something is missing or needed, the KYC department will contact you directly.
As long as you have not received a request, you do not need to submit anything further.
Could you please send me this chat history by email so I can add it to my complaint?
No, the department does not.
Nila
Unfortunately, as chat support, we cannot send emails and therefore cannot forward chat histories via email.
However, you can copy the history yourself and add it to your complaint.
I was not informed that they wanted two more documents.
The arbitration panel had to find that out first.
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2 weeks ago
Dear Spinsy Casino,
Could you please provide us with an explanation and suggestion on player's issue with submitting the requested document?
Thank you.
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1 week ago
TranslationUpdate-
I have now received several emails from Spinsy. One confirms that the documents have arrived and are now being reviewed.
In another message, an apology was offered for the long delay, but they had no German client.
I hope things move quickly now and everything turns out well. I can't imagine this is standard practice across the Rabidi franchise, as I've only had positive experiences with other Rabidi casinos.
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1 week ago
Dear Casino Guru,
Email has been sent to the player.
Kind Regards,
Spinsy Team
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1 week ago
Update- Spinsy möchte weiterhin den Kontoauszug für Januar der Kreditkarte.
Mirka ich habe Dir auch die Mail geschickt mit den Anhang!
Ich habe folgendes per Mail geantwortet:
Hello,
Credit card 3504 is directly linked to the account and does not have its own statement. All payments made with the card are debited or credited directly to the account. You already have the account statement. I have attached it again via email, along with images of the two deposits and the card details.
Please let me know immediately if you need anything else.
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1 week ago
TranslationUpdate,
Today, the oldest withdrawal from January was canceled by the casino and credited back to the casino account. There are now two pending withdrawals, dated March 8th and 9th, each for €500.00, with a total balance of €1,500 in the casino account. I cannot make any further withdrawals as they are blocked by the casino. My ID has been approved, and the credit card transaction history is still "under review."
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1 week ago
TranslationUnfortunately, there are still no updates. The transaction history is still under review.
Spinsy received from me
ID card front and back - approved
Proof of address - approved
Account holder payout account - approved
Photo of the credit card with my name on the front and back - approved
The credit card transaction history is pending (see also email to Casino Guro).
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6 days ago
Dear Spinsy Casino,
Would you be able to check, if the screenshots provided by the player could be considered proofs, that the card belongs to the account along with bank account statement?
Thank you.
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6 days ago
TranslationUpdate -
Now it says again "that my account does not need to be verified, have fun playing" and I was able to request another withdrawal.
Now I hope that payouts will also be made.
Update: The first payment has now arrived 🙂
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2 days ago
Dear Casino Guru,
The player's account has been verified and several withdrawals have already been completed.
We are currently processing the remaining pending requests and will keep you updated.
Kind Regards,
Spinsy Team
