Spinsy Casino - Withdrawal of player's winnings has been delayed.

Dear Casino Guru Support,

I am filing a complaint against Spinsy Casino (website: spinsy.com) for failing to process my withdrawal despite fulfilling all the necessary conditions.

The casino acknowledged my withdrawal request but has been delaying the payment without providing a specific timeframe. I have contacted their support multiple times, but I only receive generic replies such as "the case has been forwarded to the Finance Department" or "please wait patiently." These copy-paste responses do not reflect any real action.

It has now been over 10 working days since the withdrawal was requested, which violates their stated processing times. I believe I am being deliberately stalled without justification.

I am attaching screenshots of my communication with the casino for reference. I kindly ask for your assistance in resolving this issue and helping me retrieve my funds. I’m happy to provide any additional information upon request.

Best regards,

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

no change, I still receive the same type of automatic message after asking about my withdrawal order

Dear player, 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?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

1.Have you made any successful withdrawals before?

No, Never before its my first withdraw

Could you please confirm that you have passed the KYC verification?

They say i need no weryfication

Did you accumulate your winnings with or without an active bonus?

No

I send you a complete PDF from my Gmail, on the Email dominika.l@casino.guru Becouse there is a lot of it to many screen shots i think... Please reply if you got it and if you see it,

I'm not sure if it's thanks to you, but in the meantime, the withdrawal has been approved and I’ve just received it in my account.

Dear player,

We're glad to hear that your issue has been resolved. We'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,

Dominika

Casino.Guru