The player from Germany has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day.
Spinsy Casino - Withdrawal of player's winnings has been delayed.
Opened
Current status
Waiting for player to reply
5d 15h 49m 47s
Spinsy Casino
Safety Index 7.5 Above averageCase summary
Discussion
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3 weeks ago
Translation
Hello,
I'm familiar with this casino from before and had the same issue once, where my withdrawals were only confirmed with the help of Casino Guru. Now I have the same problem: the casino is once again not adhering to its withdrawal conditions, which are clearly stated in their terms and conditions that a withdrawal will be processed "within" 1-3 business days. I have three withdrawals totaling €500 (that's the maximum I can currently withdraw). The first was requested on August 18, 2026, meaning the 1-3 business day timeframe has once again been exceeded. I'm familiar with this tactic and am requesting help because I know Spinsy deliberately takes its time to tempt players to gamble their winnings. I won't make that mistake this time and am asking for help. The casino is not following its terms; my winnings of €9,502.50 are rightfully mine, and it's only fair that the casino adheres to its own terms and conditions. Please help with my withdrawals and the other issues...
Account verification is not the problem, as you can see in the pictures.
Automatic translation:
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3 weeks ago
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 does that, do not share any information.
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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3 weeks ago
Dear 10591,
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 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
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1 week ago
Dear 10591,
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.
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2 days ago
Dear 10591,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
