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Since the 28th of the month I have requested a withdrawal of 500 euros. When I speak to customer service they apologize and say that they have forwarded my request. When I ask what the reason is, they tell me that the workload is heavy. They constantly apologize and are condescending, but they do not tell me where my pending withdrawal is, because they say they do not have access to the financial department. If you can do something I would appreciate it. From what I understand they are forcing players to cancel withdrawals and lose the money they have won.

Από τις 28 του μήνα έχω αιτηθεί ανάληψη 500 ευρώ . Όταν μιλάω με εξυπηρέτηση μου ζητούν συγνώμη και ότι έχουν προωθήσει το αίτημα μου . Όταν ζητάω ποιος είναι ο λόγος , μου λένε ότι είναι μεγάλος ο φόρτος εργασίας . Μου ζητούν συνεχώς συγνώμη και είναι συγκαταβατική , χωρίς όμως να μου λένε σε ποιό σημείο βρίσκεται η ανάληψη μου που εκκρεμεί , γιατί λένε ότι δεν έχουν πρόσβαση με το οικονομικό τμήμα. Αν μπορείτε να κάνετε κάτι θα το εκτιμούσα. Από ότι καταλαβαίνω εξαναγκάζουν τους παίκτες να ακυρώνουν τις αναλήψεις και να χάνουν τα χρήματα που έχουν κερδίσει.

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 if you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

What types of games did you play?

Did you accumulate your winnings with or without a bonus?

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

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.

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

Thank you for your patience, and stay safe.

The amount I won was a deposit with a bonus percentage.

The games I play are fruit machines.

No further verification was needed beyond the information I was asked for. Like when I go to add more information. It says it's not needed.

In total, I had made three 500 euro deposits on June 28, 29 and 30, or two came in almost together, the one that is pending is from June 28.

Το ποσό που κέρδισα ήταν κατάθεση με ένα ποσοστό μπόνους .

Τα παιχνίδια που παίζω είναι φρουτάκια.

Δεν χρειάστηκε περαιτέρω επαλήθευση πέρα από τα στοιχεία που μου ζητήθηκαν . Όπως και όταν πάω να προσθέσω περισσότερα στοιχεία . Γράφει ότι δεν χρειάζεται.

Σύνολο είχα κάνει τρεις τον 500 ευρώ στο 28 ,29 και 30 Ιουνίου ή δύο μπήκαν σχεδόν μαζί αυτή που εκκρεμεί είναι από τις 28 Ιουνίου .

Even to this day they say the same thing.

They tell me that the workload is heavy and they apologize to customer service and ask me to be patient. Customer service also tells me that they don't know what the financial department is doing and that they are simply promoting the delay. In essence, they don't inform me at what stage my withdrawal is. And from what I have seen, there are dozens of complaints to you about spinsy cazino. What I don't understand is why you have it with a high security index of 8.1

Ακόμη μέχρι και σήμερα λένε τα ίδια .

Μου λένε ότι είναι μεγάλος ο φόρτος εργασίας και μου ζητούν συγνώμη από την εξυπηρέτηση πελατών και να κάνω υπομονή. Η εξυπηρέτηση πελατών επίσης μου λέει ότι δεν γνωρίζει τι κάνει το οικονομικό τμήμα και ότι απλά προωθεί την καθυστέρηση. Στην ουσία δεν με ενημερώνει σε ποιο στάδιο βρίσκεται η ανάληψη μου. Και από ότι έχω δει είναι δεκάδες τα παράπονα σε εσάς για την spinsy cazino. Αυτό που δεν καταλαβαίνω είναι γιατί την έχετε με δείκτη ασφαλείας υψηλό στα 8,1

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear amilitosioannis3833,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinsy Casino representative to join this conversation.

Dear Spinsy Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

I cancelled the withdrawal because I got tired of waiting and I will never play at this spincy again because they are scammers.

Ακύρωσα την ανάληψη γιατί βαρέθηκα να περιμένω και δεν ξαναπαίξω σε αυτή την ποτέ στην spincy γιατί είναι απατεώνες

Dear amilitosioannis3833,

Could you please confirm, if I understand it correctly, that you like this case to be closed?

Dear amilitosioannis3833,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.