Spinsy Casino - Player’s withdrawal is delayed.

I have tried to withdraw AU$600 from my Spinsy account. This was real money, not bonus cash. I originally received emails claiming the funds were being transferred and I needed to wait. I have not received any funds and now when I try to email the support team about my complaint I receive no response. I have sent several emails and when I include the transfer ID the responses stop.

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?
• Do I understand correctly that the withdrawal request is marked as "completed" in your casino account?
• Could you please confirm that you have passed the KYC verification?

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 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.

thank you,

to answer your questions:

I haven’t made a withdrawal with this company before.

Funds are marked as complete and I have had emails from Spinsy support stating that funds have been released from their end.

I have not been able to verify my account as the links on the website are not working and when I have emailed the support team my emails have not been answered.

I am still not getting anywhere with my issue. My account has been verified however no funds have been received. Spinsy finally replied to an email and claimed they have sent the money. I requested proof of this transfer or details of when they transferred and have stopped receiving replies again.

Hello Jwilliams,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply. Could you 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.

Thanks Kristina. I have emailed documents to you.

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.

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.

Dear Jwilliams,

Thank you for reaching out to us.

We would kindly like to apologize for the delay of your withdrawal request and any inconvenience this may have caused.

Please be informed that your request was cancelled by your provider and the funds were credited to your account.

Furthermore please note that we send you and email on the 23.September asking for your bank details in order to conduct a manual withdrawal for you.

We would kindly like to ask you to respond to our email and provide us with your data to further proceed with your payment.

Thank you for your understanding.

Kind regards,

Spinsy Casino Team

Dear player,

Have you been able to provide the casino with the requested information?

Hello Mirka,

I did receive an Email from Spinsy and I replied on September 22nd 9:34pm (Australian time). I replied to Cameron who was the contact and provided all of my details. I have not received funds or a reply from Spinsy at this stage.

Thank you

Dear Jwilliams,

Thank you for your reply.

Unfortunately we did not receive your details.

Please be informed that we resend you the email and would like to ask you to reply to that email with the according information.

Thank you for your understanding.

Kind regards,

Spinsy Casino Team

I have replied to the second email from "Nina" at Spinsy, the subject line is, Complaint - Withdrawal information.

Dear Jwilliams,

Thank you for your reply.

Unfortunately we did not receive an reply to our email, nor to the email send to you on Monday

Additionally we did not receive any new email from the email address you registered with us.

Please reply directly to the email send to you in order to further proceed with your payment.

Thank you for your understanding.

Kind regards,

Spinsy Casino Team

Spinsy Casino I have replied again, can you please also provide a direct email I can forward my details to if you claim you are not receiving my emails. Mirka I have forwarded my replies to your Casino Guru email so you can see these are being sent from my end.

Dear player,

Could you please confirm, if you received any update from the casino since your last message?

I have not received any communication at all, including emails, from Spinsy (I have also checked spam folders) and have not received any funds either.

Dear Jwilliams,

Thank you for your reply.

After an internal check we can confirm that we did not receive any email reply to our last 2 emails where we requested your details.

We would kindly like to ask you from which email address you are sending the emails.

Please be informed that we can only verify emails which are send from the email address that you registered your account.

We are awaiting your reply.

Kind regards,

Spinsy Casino Team

All emails have come from the email address: joe-wilson95@live.com.au

Dear Jwilliams,

Thank you for your reply.

We would kindly like to inform you that we did not receive any replies to our emails.

Please check again if your answers were delivered correctly.

We are waiting for your details in order to finalize your payment.

Kind regards,

Spinsy Casino Team

I have ONCE AGAIN sent the requested information. I have requested a direct email from Spinsy already as their AI automated service doesn’t do anything. Spinsy have failed to provide a direct email and have not made any effort besides "claiming" they haven’t received any of the several emails sent to them. Mirka I have already sent you evidence of the emails I have sent to Spinsy to send them my details. They haven’t made any genuine attempt to pay me my funds.

Dear Jwilliams,

Thank you for your reply.

We can confirm that we received your email.

Please be informed that we forwarded your details to the relevant department which will review your details and, in case all information are correct, initiate your payment as soon as possible.

Thank you for your understanding and cooperation.

Kind regards,

Spinsy Casino Team

Spinsy Casino, I expect prompt confirmation when payment is made or updates about the details I have sent.

Dear Spinsy Casino,

Could you please specify, when the player can expect to receive the mentioned withdrawal?

Spinsy has now transferred the funds and I have saved the transfer number and details.

Dear Jwilliams,

We are happy to inform you that your payment has been successfully complete.

We thank you for your cooperation and patience in this case.

Please don't hesitate to contact us in case of further questions.

Kind regards,

Spinsy Casino Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jwilliams,

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