The player from Bavaria had requested a withdrawal of €500 but was concerned about the potential difficulties, as previous withdrawals had taken a long time. She had €5,500 remaining in her account and was awaiting the outcome of her initial withdrawal request. After several delays and communication with the casino regarding her pending withdrawals, the casino confirmed that her requests had been successfully completed. The player received her funds, and the complaint was marked as resolved by the Complaints Team.
Spinsy Casino - Player’s withdrawal may be delayed.
Resolved
Our verdict
Case closed
Amount: €6,000
Spinsy Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
Hello, I've just read the complaints and would like to open a complaint in advance because I think I'll have problems as well. I've requested the first €500 for withdrawal and still have €5,500 in my account. Since the withdrawals take a very long time and are sometimes very difficult, I'll be busy with this large amount for a while. I hope for your support. I'll now wait seven days to see if the first withdrawal actually goes through. If not, please support me. Thank you.
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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 better understand the situation.
- Have you made any successful withdrawals from the casino in the past? Since when is your current request
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
- Could you please share a screenshot of your ongoing withdrawal request or your most recent
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
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.
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8 months ago
TranslationHello Thomas, thank you for your reply. I haven't made any withdrawals yet; these are my first. I currently have two €500 withdrawals pending. I haven't completed the KYC verification yet; the casino doesn't allow uploading documents. Only after receiving an email request. But that hasn't arrived yet. And I haven't claimed any bonuses; I've only played with my own funds.
Thanks
Clara
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8 months ago
TranslationHello, it's been a week now, and my withdrawals are still pending. Every day I'm notified that my withdrawals are now being processed. But nothing's happening. I was worried things wouldn't go well.
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8 months ago
TranslationMore days have passed, and still no money has arrived in my account. Meanwhile, I'm being told that there has been a high volume of withdrawals, and there have been delays. I'm getting very impatient. Please help me.
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8 months ago
I fully understand your frustration. I will set the timer for an additional 4 days to allow the casino two full weeks to process the payment. If there’s no development by Thursday, we will intervene. Let’s stay positive and hope for some good news regarding your withdrawal. Thank you in advance for your patience.
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8 months ago
TranslationThere's no sign of a payout at all. The chat keeps saying there are delays due to the high volume of withdrawal requests. And I've received the same response via email. Every day I'm put off. No one can give me a precise answer.
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8 months ago
TranslationSo, as expected, no money has been deposited into my account. Every day I'm told my money is safe and I just have to be patient. I currently have two €500 withdrawals pending. I haven't even been asked for verification or received an email about it. I'm annoyed that I fell for this. Please help me.
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8 months ago
TranslationDear Casino Guru team, please help me. I still haven't received any money in my account. I've been waiting since August 14th.
Thanks
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8 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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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8 months ago
Dear Klares488,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Spinsy Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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8 months ago
Dear Klares488,
We sincerely apologize for the longer-than-usual processing time and for any inconvenience caused by the withdrawals delay.
We kindly inform you that we are currently reviewing your request in more detail. Rest assured, we will keep you updated as soon as there is any progress.
Thank you for your understanding and patience.
Kind Regards,
Spinsy Casino team
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8 months ago
TranslationThank you so much, Martina, for your support!
Dear Casino Spinsy,
I've been getting this response in live chat for 10 days now. I've never had to wait so long for my payouts. I'm starting to lose my comprehension.
Greetings Klares488
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8 months ago
TranslationI've been waiting since August 14th, which is 20 days already. And every week there have been different reasons.
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8 months ago
Dear Klares488,
We kindly inform you that your withdrawal requests were successfully completed from our side.
Please note that bank transfers may take some business days to reflect in your account, depending on your bank’s processing time.
Thank you for your understanding and cooperation.
Kind Regards,
Spinsy Casino team
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8 months ago
TranslationThe money has arrived, thank you very much!
The complaint can be closed, dear Martina, thank you for your help.
Best regards
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8 months ago
Thank you both for cooperation! I very appreciate it!
Dear Klares488, that´s wonderful! I'm so glad to hear that your money has arrived! I'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,
Martina
Casino.Guru
