Spinsy Casino - Player believes that their withdrawal has been delayed.

Good day Casino Guru,

I've been waiting for 14 days now (10 if we don't count weekends) for my withdrawals. I have three pending withdrawals which total $1000 (500, 250, 250) 500 and 250 was submitted on January 19th 2025 and the remaining 250 was submitted the following day.

They say on their website all withdrawals are done within 3 days

I made a follow up with customer support on january 23rd 2025 and their answer was ''Also, from what I can see, your withdrawal is in its final stage, and it should be processed very soon. In such cases, we just ask for some more patience.''

Many days later on February 1st 2025, I tried their live chat and their answer was pretty much the same.

Am I getting scammed? Any help would be much appreciated.

Thank you

Dear oli1021,

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.

Dear oli1021,

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.

Subject: Follow-Up on Withdrawal Request and KYC Verification

Good day,

As of today, February 3rd, 2025, at 5 PM EST (Canada), there have been no updates regarding my withdrawal request.

Regarding the KYC process, I attempted to complete it proactively; however, the website displayed the message: "It looks like your account doesn’t require verification. Enjoy your games!"

Thank you for your support!

Best regards,

oli

Good day - im just following up to say that the has yet to proceed my withdrawals requests…

Dear oli1021,

Could you please clarify your last post? Are you indicating that your withdrawal is currently being processed, or have you already received the funds?

I look forward to your response.

Best regards,

Nick

Good day,

No as of today my withdrawals are still not processed and i have not received any update from the casino

Thank you oli1021 for all the information provided. I will now forward your complaint to my colleague Romi ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear oli1021,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Spinsy Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Spinsy Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear all, 

Thank you for reaching out!

Please be informed that all three of the customer's withdrawals have been paid out.

We sincerely apologize for any inconvenience caused by the delay.

Best regards,

Spinsy team

Hello all.

Thank you, Spinsy Casino, for the information.

Dear oli1021,

Could you inform us whenever you receive the withdrawal, please?

Thank you.

Regards,

Romi

Dear oli1021,

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.

Got paid!! Thanks

Thank you, oli1021, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru