SpinyRush Casino - Player’s withdrawal has been delayed.

I wish to submit a formal complaint regarding SpinyRush Casino, operated by Comentive LTD, which states on its website that it is licensed by the Anjouan Gaming Authority under licence number ALSI-202505024-FI1.

Before submitting this complaint, I attempted to verify this licence number using the public licence verification system but was unable to locate any record corresponding to this licence. I would therefore appreciate your confirmation as to whether this licence is valid and currently active.

My complaint concerns the operator’s failure to process my withdrawals within a reasonable timeframe and its continued failure to provide any meaningful explanation.

Chronology

My account is fully verified and all KYC requirements have been completed.

On 6 July 2026, I requested a withdrawal of €1,400, which remains pending.

On 10 July 2026, I requested a further withdrawal of €600, which also remains pending.

Due to the operator’s €2,000 pending withdrawal limit, I have been unable to withdraw my remaining balance.

Prior to these pending withdrawals, Norvelic Limited, identified as the payment agent, successfully transferred €1,400 to my verified Portuguese bank account, proving that my identity and payment details had already been accepted.

Since then, I have contacted customer support repeatedly.

The operator has never alleged that:

my account has breached the Terms and Conditions;

my bonus requirements were not fulfilled;

further verification documents are required.

Instead, I have only been told that my withdrawals are "in the queue" and will be processed when their turn comes. No estimated timeframe has ever been provided.

I respectfully request that the Authority:

Confirm whether licence ALSI-202505024-FI1 is valid and correctly registered.

Investigate whether the operator is complying with its licensing obligations concerning the timely processing of player withdrawals.

Request that the operator provide a specific explanation for the prolonged delay.

Require the operator to process my pending withdrawals if no regulatory or contractual reason exists to continue withholding them.

I have retained all supporting evidence, including:

screenshots of the pending withdrawals;

copies of all correspondence with customer support;

proof of the previous €1,400 payment made by Norvelic Limited;

copies of my previous complaints.

I appreciate your attention to this matter and look forward to your response.

Yours faithfully,

[redacted]

Portugal

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Stay safe.

Dear MariaC,

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

Dear Jean,

i understand your response but my concern its bigger. I believe this casino is using a fake license, they have no license seal in the website, the lack of explanations its weird, they simple don t respond to any question and live chat wants to block me.

they have very unusual behavior and that s the help i am looking for.

thanks a lot!

11 days

Dear Jean,

could you please inform if there is any update on this issue?

thanks a lot

M

Dear MariaC,

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.

Dear Jean,

I am still waiting for my withdrawal to be processed. It has been pending since 6 July 2026.

I contact the support team every single day, but unfortunately, I always receive the same response, with no clear explanation as to why my withdrawal is still pending or when it will be processed.

Thank you very much for your continued support and assistance with this matter.

Best regards,

M

Important Update – Casino Has Now Confiscated My €3,400 and Accused Me of Fraudulent Gameplay

I would like to provide a very important update regarding my complaint against SpinyRush.

My three pending withdrawals, totaling €3,400, were originally requested on 6, 10 and 13 July 2026.

Before these withdrawals, I had already successfully received a previous withdrawal of €1,400 from SpinyRush. That payment was received in my verified Portuguese bank account and was sent by Norvelic Limited, the payment agent identified by SpinyRush.

My account had been verified, and during the entire period in which I was waiting for my €3,400, I repeatedly contacted SpinyRush asking why my withdrawals had not been processed.

For a considerable period of time, I was repeatedly told that my withdrawals were being processed, reviewed by the relevant department, or simply waiting for their turn in the payment queue.

At no point during this period was I informed that:

my account was under investigation for fraud;

my gameplay was considered suspicious;

a game provider was investigating my activity;

I had violated any casino rule;

I had violated any bonus condition;

there was a KYC or AML issue;

additional documentation was required;

or that there was any problem whatsoever with the validity of my winnings.

I was simply repeatedly told to wait.

Now, after this prolonged delay, SpinyRush has suddenly sent me an email stating that, following a supposedly "comprehensive investigation," the game provider, together with the casino’s anti-fraud systems, has determined that my account was associated with "fraudulent activity associated with gameplay."

SpinyRush also claims that the funds were restricted directly by the game provider and that the casino is therefore unable to release them or override the decision.

The casino has now announced that my winnings will be removed from my account and that my account will be permanently closed.

My account has already been blocked, and I can no longer access my account, my deposit history, my withdrawal history, my gameplay records or my transaction history.

I strongly dispute this allegation of fraudulent gameplay.

There is a particularly important fact that I would like Casino Guru to consider: I have only ever played one single game on my SpinyRush account — Quest of Immortality, a NetEnt game.

In fact, Quest of Immortality has been my game of choice for more than 10 years. I have played this same game at different online casinos over the years and have never previously been accused of fraudulent gameplay or encountered any similar issue.

I do not understand what allegedly fraudulent activity I could have committed simply by playing this game normally.

Despite the seriousness of this accusation, SpinyRush has not provided me with:

the name of the game provider allegedly responsible for the decision;

confirmation that the provider is NetEnt;

the specific gaming sessions allegedly affected;

the dates or times of the allegedly fraudulent gameplay;

any explanation of what I supposedly did that constituted fraud;

any evidence supporting the allegation;

the exact provision of the Terms and Conditions that I allegedly breached;

a case or investigation reference number from the game provider;

or any explanation of when this alleged investigation began.

This is particularly concerning because the casino is explicitly attributing the freezing of my winnings to the "game provider."

Since Quest of Immortality by NetEnt was the only game I played, I have now contacted NetEnt/Evolution directly to ask whether they actually conducted or participated in an investigation concerning my gameplay and whether they instructed SpinyRush to freeze or confiscate my winnings.

I am currently awaiting their response.

I would therefore respectfully ask Casino Guru to request that SpinyRush provide evidence supporting this extremely serious allegation.

If the casino claims that the game provider itself identified fraudulent activity and froze my winnings, I believe the casino should at least be able to provide Casino Guru, even confidentially if necessary, with evidence that:

The game provider actually conducted or participated in this investigation;

The provider identified irregular or fraudulent gameplay associated with my account;

The provider instructed or requested that my winnings be frozen;

The specific gaming sessions concerned have been identified;

There is a documented basis for confiscating my funds.

There is another important financial aspect to this case.

I personally deposited a total of approximately €900 of my own money into my SpinyRush account. My gameplay and subsequent winnings originated from these deposited funds.

I continue to dispute the confiscation of my €3,400 in pending withdrawals and maintain that these funds should be paid to me.

However, if SpinyRush maintains that it is entitled to confiscate my alleged "winnings," I have also requested a complete accounting showing how my own deposited

Update;

Dear Casino Guru Team,

I would like to provide an important update regarding my complaint against SpinyRush.

FinTelegram has now published a follow-up investigation into my case, addressing the closure of my account, the confiscation of my funds and SpinyRush’s allegation of fraudulent activity.

The article raises several important questions regarding the casino’s actions and the lack of concrete evidence provided to support the fraud allegation:

https://fintelegram.com/spinyrush-account-blocked-fraud-claim-netent-norvelic/

I would kindly ask Casino Guru to review this new information and take it into consideration when assessing my complaint.

I would particularly like to stress that I have never used a VPN while playing at SpinyRush. I played through my mobile phone using my regular mobile connection. I also deposited a total of €900 of my own money.

SpinyRush has accused me of fraudulent activity and closed my account, but I have still not been provided with any specific evidence explaining what I allegedly did wrong.

The game I played, NetEnt’s Quest of Immortality, is a game I have played at other online casinos without ever encountering any issue or being accused of any wrongdoing.

Considering the seriousness of the allegations and the confiscation of my funds, I would appreciate it if Casino Guru could investigate the casino’s claims carefully and request concrete evidence supporting the alleged fraud, rather than accepting a general accusation without substantiation.

Thank you for your attention. I look forward to your assessment of these new developments.

Kind regards,

Thank you for the update. I would like to clarify a few details to better understand the circumstances of your case.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Did you achieve your current balance with the help of a bonus?
• Did you use any bonuses, free spins, cashback offers, or other promotions to achieve your current balance?
• Have you received any response from NetEnt/Evolution regarding whether they conducted or participated in the alleged investigation?

Thank you very much in advance for your reply.

Boa tarde,

Respondendo às suas questoes:

fui jogadora do casino desde 4/07/2026 altura em que me registei e enviei todos os meus documentos para verificaçao KYC, a verificaçao foi aprovada.

A minha conta foi bloqueada e os fundos confiscados dia 21/07/2026.

joguei algumas free spins e aceitei bonus de boas vindas mas daí nao adviram quaisquer ganhos.

os ganhos que obtive foi licitamente, atraves de 9 depositos no valor total de 900 euros.

nunca recebi cashback!

Ainda nao obtive resposta da Netent, o que considero estranho, uma vez que eles estao claramente a ser difamados pelo casino spinyrush!

A fintelegram, como podera verificar nos dois artigos que publicou, pede a todos os intervenientes que se manifestem e ninguem o fez!

joguei e jogo ha mais de 10 anos o mesmo jogo - quest of immortality - em todos os casinos! Nunca fui acusada de fraude ou qualquer comportamento desajustado ou que viole os termos. Jogo de forma leiga e honesta e caso estivesse a tentar ludibriar o casino nao tinha tido necessidade de fazer 9 depositos de 100 euros da minha conta.

peço a vossa ajuda urgente por favor!

obrigada

Olá Jean,

Muito obrigada pela sua mensagem e por continuar a analisar a minha reclamação.

Segue abaixo a resposta às suas questões:

1. Há quanto tempo era jogadora do SpinyRush e quando foi exatamente bloqueada a minha conta?

Registei-me e iniciei a minha atividade no SpinyRush no dia 4 de julho de 2026.

A minha conta foi encerrada permanentemente em 21 de julho de 2026, cerca de 17 dias depois.

Durante esse período efetuei depósitos com fundos próprios, joguei essencialmente o jogo Quest of Immortality (NetEnt) e solicitei levantamentos.

É importante referir que o casino aprovou e pagou anteriormente um levantamento de €1.400 para a minha conta bancária portuguesa verificada. Só mais tarde, quando tinha €3.400 em levantamentos pendentes, passou a alegar, pela primeira vez, uma suposta "fraudulent gameplay activity", confiscou os meus fundos e encerrou definitivamente a minha conta.

2. O saldo foi obtido com a ajuda de um bónus?

Aceitei alguns bónus promocionais disponibilizados pelo casino.

Contudo, apenas um desses bónus resultou em ganhos, tendo eu cumprido integralmente todos os requisitos de apostas (wagering requirements) antes de solicitar qualquer levantamento.

Em nenhum momento o casino me informou de que tivesse violado qualquer condição do bónus.

3. Utilizou bónus, rodadas grátis, cashback ou outras promoções para atingir o saldo?

Aceitei dois ou três bónus promocionais durante o período em que fui cliente.

Dois deles não resultaram em quaisquer ganhos.

Apenas um contribuiu para o saldo final e todos os respetivos requisitos foram integralmente cumpridos antes dos pedidos de levantamento.

Não utilizei cashback nem qualquer outro tipo de promoção para obter o saldo atualmente em disputa.

4. Recebeu alguma resposta da NetEnt/Evolution sobre se participaram na alegada investigação?

Não.

Contactei diretamente a Evolution, incluindo o respetivo departamento de proteção de dados, mas até ao momento não recebi qualquer resposta que confirme que a NetEnt/Evolution tenha conduzido ou participado na alegada investigação referida pelo casino.

Continuo totalmente disponível para colaborar com a vossa investigação.

Gostaria apenas de solicitar que o SpinyRush apresente provas concretas que sustentem as alegações de fraude, nomeadamente:

qual foi exatamente a alegada atividade fraudulenta;

em que sessões de jogo ocorreu;

quais as regras que alegadamente violei;

e quem tomou efetivamente a decisão de confiscar os meus €3.400.

Agradeço, mais uma vez, toda a ajuda que me têm prestado.

Com os melhores cumprimentos,

Update – 29 July 2026

Dear Jean,

I would like to provide an important update regarding my case.

I have now received a response from Evolution, the company that owns NetEnt, whose game I played.

Evolution confirmed that they cannot investigate or comment on my case because they do not manage player accounts, payments, KYC procedures, account closures or fraud investigations. They explained that these matters are handled exclusively by the casino operator.

This is significant because SpinyRush has accused me of "fraudulent gameplay activity" while refusing to provide any evidence or explanation. The only game I played was a NetEnt game, yet the game provider has made it clear that it is not responsible for the decision to confiscate my winnings or close my account.

Therefore, the responsibility for this decision rests entirely with SpinyRush and its operator. Despite my repeated emails requesting clarification and evidence, I have still not received a single response from the casino.

I respectfully ask Casino Guru to request that SpinyRush:

Provide the evidence supporting the allegation of fraudulent gameplay.

Explain the legal and contractual basis for confiscating my €3,400.

Respond to my repeated requests for clarification, which have been completely ignored.

Thank you again for your continued assistance.

Dear MariaC,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Štefan, (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear MariaC,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from SpinyRush Casino to join this conversation and assist in addressing the complaint.

Dear SpinyRush Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

could you please give me some feedback about this?

Dear Stefan,

I would like to add one further point which I believe may be particularly relevant to the investigation.

I have reviewed SpinyRush’s own AML Policy, which is publicly available on its website and is stated to apply to Comentive LTD.

The policy states that SpinyRush uses IP address and device fingerprinting as part of its verification procedures. It also states that its ongoing monitoring systems record customer activity and that each monitoring event is logged with:

the date and time;

the person responsible;

any flags raised;

the action taken; and

notes regarding the decision or escalation.

Most importantly, the policy states that data used to determine a customer’s jurisdiction — specifically including IP logs, device data, onboarding documents and monitoring alerts — is retained for at least five years following account closure.

The policy also states that flagged cases are recorded in an internal case-management system and that the company retains AML-related records, including monitoring logs, communications, investigation outcomes and supporting documentation.

This appears particularly relevant to my case because SpinyRush closed my account and confiscated my €3,400 alleging "fraudulent gameplay activity".

I therefore respectfully ask Casino Guru to request that SpinyRush provide, at least confidentially to Casino Guru if the casino does not wish to disclose them publicly:

The specific evidence that triggered the alleged fraud investigation;

The relevant IP logs and device information;

The dates and times of the alleged suspicious activity;

The specific game sessions, rounds or transactions that were considered fraudulent;

The monitoring alerts or internal case records that led to the decision;

The exact rule or contractual provision that SpinyRush considers I violated;

Confirmation of whether the decision was made internally by SpinyRush/Comentive or based on information supplied by a third party such as the game provider.

I am not asking SpinyRush to disclose any confidential AML/SAR information to me if this is legally prohibited. I am asking for the underlying evidence supporting the specific allegation of fraudulent gameplay to be made available to Casino Guru so that it can independently assess whether the confiscation of my €3,400 is justified.

This is particularly important because I have already contacted Evolution/NetEnt, and they confirmed that they do not manage player accounts, payments, KYC procedures, account closures or fraud investigations.

Therefore, if SpinyRush maintains that the decision was based on information from the game provider, I believe it is important to establish exactly what information was allegedly provided and by whom.

I have fully cooperated with the verification process and continue to categorically deny having engaged in fraudulent gameplay.

Thank you for your continued assistance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear MariaC,

I have tried to contact the casino repeatedly, but unfortunately, we have not received any response. I'm afraid there is not much we can achieve without the casino's cooperation.

Therefore, I will mark the complaint as unresolved in our system.

I understand that this is not a satisfactory outcome. However, unresolved complaints negatively affect the casino's rating, which may encourage the casino to reconsider its approach and cooperate with us in the future.

If the casino decides to respond, we will gladly reopen the complaint, and you will be notified by email.

In the meantime, I recommend contacting the ADR. You can find the list of authorized ADR providers here: Anjouan Gaming Authority – Authorized ADR Providers

Usually, the casino should also display a validator at the bottom of its website with an option to file a complaint with the Anjouan Gaming Authority. However, as this does not appear to be available on the casino's website, I recommend following the instructions provided on the linked page.

I am sorry I could not be of more help on this occasion.

Kind regards,

Stefan

Casino.Guru