The player from Germany had pending withdrawal requests totaling €1,500 from Spinsy casino, with the most recent requests from May 14th and 15th remaining unprocessed. Despite already having received two withdrawals and about €3,000 left in her account, she experienced ongoing delays and believed the casino was using stalling tactics to encourage further gambling. She sought support in obtaining her outstanding withdrawals and was frustrated by the casino's contradictory practices regarding self-exclusion. After reviewing the case, we concluded that the casino processed the withdrawal requests and paid out the funds, although some delays had occurred. We determined that the player’s continued gambling and subsequent losses were her own decisions, and the casino could not be held responsible for unrealized winnings or compensation claims. Therefore, the complaint was rejected as no unfair conduct by the casino was established.
Spinsy Casino - Player's withdrawals are significantly delayed.
Other
Amount: €4,500
Spinsy Casino
Safety Index 8.0 HighCase summary
Translation
I won a significant amount of money at Spinsy casino. No bonuses or free spins were used.
According to the terms and conditions, €500 can be withdrawn per transaction. Three withdrawals can be made simultaneously. The processing time is typically three business days. Since I'm playing at level 1, I'm allowed a maximum withdrawal of €7,000 per month.
I submitted my first withdrawal request for €500 on April 29, 2026. After several inquiries, the payment was finally made on May 12, 2026.
I submitted my second payment request for 500 euros on May 3, 2026. After several inquiries, the payment was finally in my account on May 20, 2026.
The withdrawal requests from May 14th and 15th, 2026, for €500 each, have still not been processed or paid out. Despite intensive contact via chat and email, the payments simply aren't being made. I keep getting the same excuse: "Don't worry, the money is coming. We're very busy. We understand. We've contacted the finance department with an urgent request."
So, it's been nothing but stalling tactics the whole time! I now have about €3,000 left in my gaming account and have requested a withdrawal of €1,500. Because of the frustration and the stalling tactics, I, as a player, have naturally continued to gamble away money, and my winnings are shrinking. I assume this is Spinsy's tactic. They annoy me with the delays, hoping I'll gamble away my winnings. And it works!
I've had enough and I'm asking for your support. In May 2026, I didn't reach the maximum payout amount of €7,000. Due to the delays, I was only able to withdraw €1,500 in May 2026.
Spinsy's entire approach also contradicts their own terms and conditions. They make promises, such as payouts typically within 3 business days, etc.
I find it outrageous and I'm really angry.
Please help me to pay out the outstanding €1500 that I requested via withdrawal as quickly as possible. Additionally, please pay out the €3000 in my gaming account. I don't want to gamble away that amount as well.
To avoid further gambling, I wanted to initiate a break from playing a few weeks ago. Spinsy then informed me that a break would mean any money in my account would be forfeited and deleted. Surely this can't be right?
Thank you so much for your help.
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Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- What types of games did you play to accumulate the winnings you've been trying to withdraw?
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
- When was the last time the casino communicated with you regarding the delay in processing your payments?
- What reason did you state when you requested to take a break from playing at this casino? Please forward me the communication regarding your request, along with the casino's responses, to veronika.f@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
TranslationI deposited approximately €150 at Spinsy Casino at the end of April 2026. My account is verified. On April 28, 2026, I won the €27,000 jackpot in the "Jackpot Hunt" feature of the game Break the Piggy Bank.
I wanted to withdraw the money/winnings immediately, but it wasn't that simple. Initially, I could only request a withdrawal of up to €500. Then, after inquiring a few days later, I was informed that I could make a maximum of three withdrawals of €500 each per day, but only a maximum of €7,000 per month, as I was playing at Level 1. This was confirmed in the terms and conditions. I'd never encountered such a rule at any other casino and found it quite strange.
I initiated the first withdrawal of €500 on April 29, 2026. But the money never arrived. I contacted the chat several times and sent emails. The responses were always the same: "I understand, don't worry. The money is safe and will arrive soon. I have again emphasized the urgency to the finance department, etc."
I asked how long it would take to receive the €27,000 payment, considering the processing time. I would have to wait until September/October 2026 and repeatedly request small payments. Here is a summary of the payment requests, their execution, and the crediting of my checking account:
Withdrawal request, booking to current account
29.04.2026 12.05.2026
03.05.2026 20.05.2026
May 14, 2026 June 15, 2026
May 15, 2026 June 15, 2026
May 16, 2026 May 26, 2026
June 11, 2026 June 15, 2026
I was in constant contact via chat and email and kept pressing for a response. I was repeatedly given the runaround and put off. The payouts scheduled for May 14th, 15th, and June 11th, 2026, were very late, and only arrived on June 15th, 2026, after I had informed them that I had filed a complaint.
There are still 3 outstanding payment requests. All payment requests are for 500 euros.
Currently, my game balance of €504 has not been transferred to the general game account after the game.
In summary:
The terms and conditions have received mixed reviews. Furthermore, the withdrawal policy—a maximum of three withdrawals of €500 each, with a maximum of €7,000 per month—is customer- and player-unfriendly. Withdrawals are also subject to significant delays (14 days, 10 days, 28 days), and only a maximum of three requests can be submitted. According to the terms and conditions, there must be at least three business days between each withdrawal. To receive my total winnings of €27,000, I would have had to wait for months, repeatedly submit withdrawal requests, constantly access my gaming account, and repeatedly pressure customer support via chat. I would never have been able to receive all the money.
This is Spinsy Casino's tactic. We are players, and if we have to access our gaming accounts daily, we will play! I find this unethical.
Therefore, I requested a 72-hour break from playing over the Pentecost weekend. This was offered, but it was also communicated and implied that the winnings would no longer be available in my gaming account. (I'll send you the email.) Naturally, I then declined the break. My reason for wanting a break was time. I had spent too much time in the casino and wanted a clean break.
Between April 29th, 2026 and June 17th, 2026, I managed to get a total of €3500 paid into my checking account, despite the various delays. That was the maximum possible in six weeks. Now most of the remaining money is gone, partly out of frustration with Spinsy Casino.
My request: Prompt payment of the remaining €1,500. Is there any possibility of obtaining a higher payout of the €27,000 jackpot due to the delaying tactics? In other words, is it possible to reach a compromise retroactively? If Spinsy's payout practices were more customer-friendly, I could have realized much more of the €27,000 winnings. There's a significant gap between the €3,500 I actually received and the €27,000 I was owed. Can I demand a credit of €10,000 to my Spinsy account as compensation? Or do I have to take legal action?
Thank you very much. Emails to follow.
Wildwoman
TranslationI would like to address my complaint to Veronika once again. Thank you very much in advance.
I have forwarded emails to you.
The following emails are important:
1.) Spinsy's reply dated May 4, 2026, regarding the payment terms.
The email claims that you can submit 3 withdrawal requests of €500 each every 24 hours.
This is incorrect: You can submit three withdrawal requests of €500 each. Further withdrawals are then blocked. You can only request another withdrawal once a previous one has been completed. If a withdrawal takes two weeks or longer, you can only request a new one after that.
I had a balance of €22,000. Given this casino's withdrawal procedures and the waiting time of 14 to 28 days per withdrawal, I would have had to wait at least a year until everything was paid out.
I had to fight for every payout.
Break in play:
Reply email from Luisa, May 23, 2026 (important)
I wanted to schedule a 72-hour break from playing. Luisa informed me in an email that all game credits would be forfeited during a break.
Veronika, my conclusion:
This casino deliberately prolongs payout times. Their reply emails falsely suggest fast payouts and try to reassure customers.
Payment details are being deliberately misrepresented. See email dated May 4, 2026. The statements are incorrect.
Even a short break from gambling is prevented by the threat of losing winnings. Therefore, there is no respite from gambling and the casino.
Everything is designed to entice customers to continue playing, so that as little profit as possible has to be paid out.
Spinsy has a German license. Therefore, they are also obligated to treat their customers fairly. This is not the case here. Sensitive customers may be driven to develop a gambling addiction. This does not comply with guidelines for preventing gambling addiction.
I'm not usually that sensitive, but the struggle over the last seven weeks for every payout has caused me financial and emotional damage. I was constantly frustrated and driven to keep gambling.
I am in favor of possibly revoking Spinsy's German license.
I would like compensation for lost winnings due to the constant delays in payouts and the stalling tactics.
I estimate my damages at at least 10,000 euros.
I am expecting payment from Spinsy Online Casino.
TranslationCurrent status:
Since the end of April 2026 to June 21, 2026, 4500 euros have been received.
I gambled away the rest of the winnings of at least 22,000 euros due to the constant frustration with the poor and deliberately delayed payouts.
There is no credit in my gaming account. I have requested a 14-day break from gaming.
My complaint: Instead of a €22,000 payout, only €4,500 in profit could be realized due to the payout delays. €17,500 could not be realized due to the slow payouts. I am convinced that, had everything been handled correctly and in accordance with the general terms and conditions, I would have been able to withdraw more profit and then close Kinto.
I hope you can provide me with a comparison to Spinsy. 10,000 euros?
Many thanks
Dagmar B.
Dear Wildwoman,
Thank you for providing the additional information and for sharing the details of your experience.
We understand your frustration regarding the withdrawal process and the delays you experienced. We also acknowledge that waiting for withdrawals can be stressful, especially after a significant win.
However, after reviewing the available information, we cannot conclude that the casino intentionally delayed your withdrawals or that the casino should be held responsible for the winnings you later lost through further gameplay.
Based on the information provided, the withdrawal requests were processed and the funds were successfully paid to you. While some withdrawals took longer than you expected, delays in processing payments do not automatically indicate misconduct by the casino, especially when the withdrawals are eventually completed.
Regarding your claim that the delays caused you to continue playing and lose part of your winnings, we understand your point of view. However, the decision to continue gambling with the remaining balance was ultimately made by you, and we cannot hold the casino responsible for losses resulting from further gameplay after the funds remained available in your account.
We also reviewed your request for a break from playing. A temporary break option is different from a self-exclusion request, and based on the information provided, you did not request a gambling restriction due to a gambling problem. Therefore, we cannot treat this situation as a failure of the casino to protect you from gambling-related harm.
Regarding compensation for the difference between the amount you withdrew and the amount you could have potentially withdrawn, we cannot consider unrealized winnings as a financial loss eligible for compensation, as these funds were never guaranteed and were affected by your own decision to continue playing.
For these reasons, we cannot request additional compensation from the casino or conclude that the casino acted unfairly in a way that would justify such a claim.
Therefore, we have to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
Best regards
Veronika
