Spinsy Casino - Pelaajan kotiutukset peruutetaan toistuvasti.

I am submitting this complaint regarding Spinsy.com due to repeated withdrawal cancellations and the failure to release my verified account balance.

In total I deposited approximately NZD $2,660 into my Spinsy account using my ANZ New Zealand Visa debit card. After gameplay my balance reached NZD $4,200.18.

Over several weeks I submitted multiple withdrawal requests using the same payment method as my deposits. However, every withdrawal was automatically cancelled by Spinsy without my request, usually marked as "cancelled by payment provider" or "bank rejected".

I contacted my bank, who confirmed that:

no incoming payment attempts were ever received from Spinsy

no transfers were declined or blocked

my account was fully active and unrestricted

I asked Spinsy repeatedly to provide proof of any attempted payment (transaction reference, processor details, timestamp, etc.), but no evidence of a payment attempt has ever been supplied.

During this unresolved withdrawal issue I continued to receive promotional messages and encouragement to make further deposits, but my existing balance remains unpaid.

The Malta Gaming Authority has also confirmed to me that Spinsy is not licensed by the MGA.

My Spinsy account is fully verified and I am not aware of any Terms and Conditions breach. I am simply asking for my balance of NZD $4,200.18 to be paid out, or for Spinsy to at least provide verifiable proof that any payment attempt was made.

I am happy to provide:

email correspondence

screenshots of cancelled withdrawals

account verification

bank confirmation regarding incoming transfers

Thank you for reviewing my case.

Kind regards,

Michael

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 your complaint. I’m sorry to hear about your negative experience with Spinsy Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Have you made any previous successful withdrawals from the casino using this payment method?
• Have you asked the casino to provide you with an alternative payment method in order to pay out? What was the result?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Tomas, thanks for your message and for looking into my case.

Here are my answers to your questions:

Is your player account accessible?

Yes — my Spinsy account is still accessible and I can log in normally. However, every withdrawal request is automatically cancelled without my request or approval.

Have you ever had a successful withdrawal from this casino using this payment method?

No — I have never received a successful withdrawal.

Across more than 30 attempts, every withdrawal has either been marked:

"Cancelled by payment provider", or

"Declined"

My bank (ANZ Bank New Zealand) has confirmed there were no incoming payment attempts at any time.

Have you asked the casino for an alternative payment method? What was the result?

Yes — I asked multiple times for:

manual bank transfer

SWIFT transfer

different processor

alternate withdrawal method

The casino refused to offer an alternative method and repeatedly claimed the issue was with my bank — despite my bank confirming that no payment attempts were ever made.

The casino also gave several contradictory explanations over time, including:

invalid IBAN (New Zealand does not use IBAN),

"wrong account format",

"missing dashes in the account number",

"internal rules" of their payment processor.

None of these explanations were supported by evidence, and no transaction reference or proof of payout attempt was ever provided.

Did you achieve your current balance with a bonus?

No — my current balance was achieved through gameplay without an active bonus.

There were no wagering restrictions in place and my account was fully verified.

Communication evidence

Yes — I can provide full communication history, including:

email correspondence with Spinsy support/VIP agents

repeated cancellation notices

screenshots of withdrawal history

proof of verified account status

confirmation from ANZ Bank that no payments were attempted

I will send these to your email at tomas@casino.guru.

My current balance of NZD $4,200.18 remains locked and unavailable for withdrawal despite months of attempts and repeated requests for clarification.

Thank you again for your assistance — I appreciate your help.

Kind regards,

Michael

Dear Hughezy,

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, Stefan (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,

Tomas

Dear Hughezy,

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 Spinsy Casino to join this conversation and assist in addressing the complaint.

Dear Spinsy Casino,

Could you please provide your comments regarding the situation?

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

Dear Hughezy,

We would like to inform you that your withdrawal requests have been cancelled by the payment provider. We understand that timely access to your funds is important, and we regret any inconvenience this may have caused.

To proceed with your withdrawal request, please provide an alternative payment method.

Alternative payment methods:

• Visa
• Mifiniti
• Jeton
• Crypto
• Skrill
• Neteller
• Bank transfer 

Kind regards,

Spinsy Casino Team

Dear Hughezy,

Would you be able to select one of the alternative payment methods listed by the casino and proceed with the withdrawal accordingly? Please let us know once you have done so or if you encounter any difficulties.

We look forward to your response.

I have now submitted a withdrawal of NZD $1,500 via Skrill (the maximum amount allowed per transaction by the casino).

The request has been accepted by Spinsy and is currently marked as "Under review" with a transaction ID generated.

I will update this thread as soon as the status changes and will provide screenshots if the withdrawal is processed or cancelled.

Following the casino’s suggestion, I proceeded with an alternative payment method.

Spinsy has now successfully processed and paid NZD $1,500 via Skrill, and the funds have been fully credited to my verified Skrill account.

Immediately after receiving the first payment, I have submitted a second withdrawal request of NZD $1,500 via Skrill, which has been accepted by the casino and is currently marked as "Under review" with a transaction ID generated.

This means:

Skrill withdrawals are working

My Skrill account is fully verified

The remaining unpaid balance is NZD $1,200.18

I will update this thread as soon as the status of the second withdrawal changes and will provide screenshots if it is processed or cancelled.

Thank you for your continued assistance.

Dear Hughezy,

Thank you for the detailed update.

We are glad to hear that the first Skrill withdrawal has been successfully processed and credited to your account. Please keep us informed regarding the status of the second withdrawal request. Once it is processed, we will review the situation accordingly and determine the next steps regarding the remaining balance.

Thank you for your cooperation and for keeping the complaint thread updated.

Dear Stefan,

Thank you for your continued assistance.

I would like to provide a further update on the situation.

Following the casino’s suggestion to use an alternative payment method, I proceeded with Skrill withdrawals.

• First withdrawal:

A withdrawal of NZD $1,500 via Skrill was successfully processed and credited to my verified Skrill account. The funds were received without issue, confirming that Skrill withdrawals are functional and that my Skrill account is fully verified.

• Second withdrawal:

After the first payment was completed, I submitted a second withdrawal of NZD $1,500 via Skrill. This request was accepted by the casino and remained "Under review" for an extended period.

• Current status / remaining balance:

As my remaining balance was NZD $1,200.18, I have now submitted a withdrawal request for NZD $1,200 via Skrill, which is currently marked as "Under review" with a transaction ID generated.

This confirms the following:

Skrill withdrawals are working

My Skrill account is verified

The casino is capable of processing payouts

The original issue was not related to my bank or account details

The only remaining unpaid amount is NZD $1,200.18, which is currently pending review.

I will continue to update this thread immediately once the status changes and will provide screenshots if the withdrawal is processed or cancelled.

Thank you again for your support.

Kind regards,

Michael

After prolonged delays and multiple cancelled withdrawal attempts, Spinsy has now paid the full outstanding balance in full.

All withdrawal requests using the original payment methods (bank transfer and card-based withdrawals) were repeatedly cancelled without explanation or supporting evidence, despite a verified account and confirmation from my bank that no payment attempts were ever received.

Payment was only successful after the matter was escalated publicly through Casino Guru and an alternative withdrawal method (Skrill) was used.

The issue is now resolved; however, no clear explanation, transaction reference, or proof of attempted payment was ever provided for the repeated cancellations via the original withdrawal methods.

I am marking this complaint as resolved as the funds have now been received in full.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Hughezy,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Stefan