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I'm facing a serious problem with Spinsy Casino, where I requested a withdrawal via Ethereum on 16/05/2025 at 7am. The platform informs me that the processing time is up to 3 business days, but today is 05/27/2025 and 11 calendar days have passed - the withdrawal is still in "under review" status, with no real update.

Since then, I've been contacting support every day, and unfortunately the service has been extremely unsatisfactory. The messages I receive are almost always identical, appearing to be generated by AI or automatic messages, without responding objectively to my request. On a few occasions, they even promised that the withdrawal would be processed by the end of the day, but this never happened.

I would point out that no additional verification was requested, and both the deposit and the withdrawal were made using the same Ethereum wallet - which should simplify and speed up the process.

The situation is becoming unacceptable. I feel ignored and disrespected as a customer. I demand that Spinsy Casino immediately resolve the processing of my withdrawal, provide a plausible explanation for the delay and that Casino.Guru seriously assess the stance of this operator, as it is clearly acting with a lack of transparency and commitment to its users.

Attached are several messages from different people who only promise and there is no update!!!

Estou enfrentando um sério problema com o Spinsy Casino, onde solicitei um saque via Ethereum no dia 16/05/2025 às 07h da manhã. A plataforma informa que o prazo de processamento é de até 3 dias úteis, mas hoje é 27/05/2025 e já se passaram 11 dias corridos — o saque ainda está com o status de "em revisão", sem nenhuma atualização real.

Desde então, tenho entrado em contato com o suporte todos os dias, e infelizmente o atendimento tem sido extremamente insatisfatório. As mensagens recebidas são quase sempre idênticas, parecendo geradas por IA ou mensagens automáticas, sem responder de forma objetiva à minha solicitação. Em algumas ocasiões, chegaram a prometer que o saque seria processado até o final do dia, mas isso nunca aconteceu.

Ressalto que não foi solicitada nenhuma verificação adicional, e tanto o depósito quanto o saque foram realizados usando a mesma carteira Ethereum — o que deveria simplificar e agilizar o processo.

A situação está se tornando inadmissível. Me sinto ignorado e desrespeitado como cliente. Exijo que o Spinsy Casino resolva imediatamente o processamento do meu saque, forneça uma explicação plausível para o atraso e que a Casino.Guru avalie com seriedade a postura dessa operadora, pois claramente está agindo com falta de transparência e comprometimento com seus usuários.

Em anexo diversas mensagens de atendimentos com pessoas diferentes que só prometem e não há nenhuma atualização!!

Dear princejota,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Thank you for the feedback, but I would like to reinforce that I am not just facing a simple delay within the tolerable timeframe, as mentioned. It's been 11 calendar days since the request for my Ethereum withdrawal at Spinsy Casino, made on 16/05/2025 at 7am, and no real progress has been made so far. The status remains "under review", and no request for additional verification (KYC) has been made so far.

I reinforce that both the deposit and the withdrawal were made through the same Ethereum wallet, which normally eliminates the need for additional verifications. Furthermore, the casino's support has been repetitive, with generic responses that appear to be automated or AI-generated, and at times they have even promised to process the withdrawal by the end of the day, which has not happened.

So while I understand and respect Casino.Guru's policy of waiting 14 days, I believe that this case already shows clear signs of miscommunication, possible negligence and non-compliance with deadlines set by the casino itself (which reports 3 working days for withdrawals). The behavior of the Spinsy Casino support team has been neither transparent nor collaborative, which undermines confidence in the process.

In view of this, I would like to register my request that the case be closely monitored and that, if there is no resolution by the 14th day, intervention be immediate, without the need to reopen or restart the process.

Thank you for your attention and your willingness to monitor the case.

Agradeço pelo retorno, mas gostaria de reforçar que não estou apenas enfrentando um simples atraso dentro do prazo tolerável, como mencionado. Já se passaram 11 dias corridos desde a solicitação do meu saque via Ethereum no Spinsy Casino, realizada em 16/05/2025 às 07h da manhã, e nenhum avanço real foi feito até o momento. O status segue como "em revisão", e nenhuma solicitação de verificação adicional (KYC) foi feita até agora.

Reforço que tanto o depósito quanto o saque foram feitos pela mesma carteira Ethereum, o que normalmente elimina a necessidade de verificações adicionais. Além disso, o suporte do cassino tem sido repetitivo, com respostas genéricas que aparentam ser automatizadas ou geradas por IA, e, em alguns momentos, chegaram a prometer o processamento do saque até o fim do dia, o que não ocorreu.

Portanto, embora eu compreenda e respeite a política da Casino.Guru de aguardar 14 dias, acredito que este caso já demonstra sinais claros de má comunicação, possível negligência e descumprimento de prazos estabelecidos pelo próprio cassino (que informa 3 dias úteis para saques). O comportamento da equipe de suporte do Spinsy Casino não tem sido transparente nem colaborativo, o que compromete a confiança no processo.

Diante disso, deixo registrado meu pedido para que o caso já seja monitorado com atenção, e que, caso não haja resolução até o 14º dia, a intervenção seja imediata, sem necessidade de reabrir ou reiniciar o processo.

Agradeço pela atenção e pela disposição em acompanhar o caso.

Dear princejota,

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 princejota,

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.