Spinly Casino - Pelaajalla on viivästyneitä kotiutuksia ja vahvistusongelmia.

Unresolved withdrawal and account verification delay at Spinly Casino

Dear Casino Guru Team,

I am writing to seek your assistance regarding a prolonged withdrawal delay at Spinly Casino.

I registered an account on this website on May 18th and played using their Welcome Bonus. My initial deposit was 269 USDT.

After contacting their support multiple times, I was requested to submit verification documents on May 20th. I successfully emailed all the required documents on May 21st, and received an acknowledgment email from Spinly Casino on the same day confirming they had received them.

However, since then, they have completely ignored me and have not provided any updates or contact.

I would like the casino to explain why my withdrawal is being delayed for so long and to process my payout as soon as possible.

Thank you for your help in resolving this matter.

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.

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.

• Could you please specify which documents you submitted to the casino for your KYC verification?
• Have you uploaded your documents in Japanese, or were you required to have them translated into English?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• When was the last time you tried contacting the casino regarding your verification? What was their response?

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

Hello Veronika,

Thank you for your response.

To answer your questions:

I submitted the documents requested by the casino for KYC verification. Specifically, I provided a copy of my driver's license, a selfie holding my driver's license, and a certificate of residence.

The documents were submitted in Japanese. I was not asked to provide certified translations or English versions of any documents.

No, I did not use any VPN or IP-masking software while accessing the casino.

The last time I contacted the casino regarding my verification was on June 5, 2026. I asked how long the review would take, requested that my withdrawal be processed, and asked them to specify any additional documents if further verification was required.

The casino replied that Customer Support does not process withdrawals, that another department is responsible for handling withdrawals, and that they would contact me by email if any further action was required from my side. No timeframe was provided, and no additional documents were requested.

I submitted all requested documents on May 21, 2026, and on the same day I was informed that they had been forwarded to the relevant department for review. However, more than two weeks have now passed without any meaningful update regarding either my KYC verification or my withdrawal request.

As of today, my withdrawal remains pending.

Thank you for your assistance.

Best regards

Thank you for your reply.

What games did you play while your welcome bonus was active? Kindly specify the exact names of the games.

Could you please forward me the documents that you sent to the casino for verification at veronika.f@casino.guru? Kindly include the most recent conversations between you and the casino customer support regarding the delay in the verification of your account and the payment of your winnings as well.

I appreciate your patience and cooperation.

Hello Veronika,

Thank you for your reply.

Unfortunately, too much time has passed since I played at the casino, and I do not remember the exact names of the slot games I played while the welcome bonus was active. I mainly played slot games, but I am unable to provide a complete list of specific game titles.

I have forwarded the documents that I submitted for KYC verification, along with my recent correspondence with the casino regarding the verification delay and the pending withdrawal, to your email address as requested.

Please let me know if you require any additional information from my side.

Thank you for your assistance and for looking into this matter.

Best regards

Dear choco5259

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, Kubo (jakub.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,

Veronika

Dear choco5259,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Spinly Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Spinly Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

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 choco5259,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo