The player from Austria had requested three withdrawals of €500 each on March 14th, 15th, and 16th, but did not see any of them processed after two weeks. He repeatedly contacted support but received the same response about delays due to the number of requests. The issue was marked as resolved by the player, and the complaint was closed by the Complaints Team after confirmation. The player was encouraged to reach out again if future issues arose.
Spinsy Casino - Player's withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: €4,000
Spinsy Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Translation
I requested a withdrawal of €500 each on March 14th, 15th, and 16th. (A maximum of three withdrawals can be requested; before new ones can be made, one must be processed.) The oldest withdrawal request is from March 14th. After contacting support multiple times, I keep receiving the same response: "You currently have so many withdrawal requests to process that all withdrawals are being delayed." Ten business days have now passed, and none of my withdrawals have been processed.
Automatic translation:
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2 weeks ago
Important notice:
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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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2 weeks ago
Dear stefanxn,
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?
- Have you accumulated 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,
Attila
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2 weeks ago
TranslationHello Attila,
I have not yet made a successful withdrawal.
I have repeatedly asked via email whether I should/must verify my account, but I always received the answer that it is not currently necessary. I then sent all the required documents via email but received no reply.
without an active bonus.
Regards [redacted]
Edited by a Casino Guru admin
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear stefanxn,
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,
Attila
