The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet.
Spinsy Casino - Player believes that their withdrawal has been delayed.
Amount: €12,395
Spinsy Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.7
Spinsy Casino has a Safety Index of 6.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Opened
Current status
Waiting for player to reply
1d 22h 20m 47s
Case summary
5 days ago
Public
Public
1 month ago
Translation
Hello,
Unfortunately, the casino does not stick to the conditions. I won a total of €12,395. It says that withdrawals are processed within three days, which is absolutely not true. I withdrew €500 on three days on February 17, 18 and 19 and these are still being processed today. When I asked customer service, they always told me the same thing, that it is in the final phase and that I should be patient. It is always the same pre-written texts that everything is fine and the money will be there soon. In addition, there is a monthly withdrawal limit of €7,000, which will never be reached at this rate... Everything is fine with my account, I have not activated a single bonus, let alone played, and everything is fine in the account during verification. As I see it is not an isolated case and happens very often. I am asking for your help, because the casino is violating two conditions. One is the withdrawal time and the other is the failure to comply with the monthly withdrawal limit. I hope someone can help me.
Automatic translation:
Public
Public
1 month ago
Dear 10591,
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.
Public
Public
1 month ago
Translation
Hello, thank you for your feedback. 14 days is not long now, I checked my account again, unfortunately not a single payment has been processed. The month is almost over and I have not received a cent, how am I supposed to reach the €7000 monthly withdrawal limit, and when I go to verification, it says it is not necessary, and there is no way to send anything personally because, as already mentioned, everything is in order. I don't understand why you have to chase after your winnings so much and this casino doesn't stick to its terms and conditions. I hope everything gets sorted out as quickly as possible.
Automatic translation:
Public
Public
3 weeks ago
Dear 10591,
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.
Public
Public
3 weeks ago
Translation
Hello,
Unfortunately, my withdrawals have not been processed to date! When I ask, I always get the same answer, that it is in the final phase and I should be patient. It cannot be that the terms and conditions state that withdrawals are processed within 3 days and I have already been waiting for my withdrawals for over 2 weeks, the third week has already begun. At this rate, you will never reach the €7000 monthly withdrawal limit. As already mentioned and when I asked, everything is fine with my account. I have never activated a bonus or played, the winnings were made entirely from real money! Please help. Thank you for the feedback.
Best regards
Edited
Automatic translation:
Public
Public
3 weeks ago
Thank you 10591 for all the information provided. I will now forward your complaint to my colleague Martina (martina.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
3 weeks ago
Dear 10591,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Spinsy Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Public
Public
3 weeks ago
Dear 10591, thank you for the update and screenshots you have sent to me by email! I just want to make sure, I understand it correctly.
You have requested a withdrawal of 12395 € (in several payments). and only the 3 of those requests are being processed but are pending. I am not sure is happening with the rest of the withdrawal requests. They are not even being processed till now?
Public
Public
3 weeks ago
Translation
HELLO
I have won a total of €12,395! As mentioned above, I made 3 withdrawals of €500 each on February 17, 18 and 19, and these have not been processed to date! You can see that in the screenshot. I cannot have the remaining balance paid out as long as the first withdrawals are not processed (since you can only make a maximum of 3 withdrawals). To date, I have not received a cent. I will never reach the monthly withdrawal limit of €7,000 at this rate, as the casino has not processed any withdrawals yet. It has been almost 3 weeks! That can't be true. I have been on the live chat so many times, but I always get the same answers.
Automatic translation:
Public
Public
3 weeks ago
Dear 10591,
We would like to kindly apologize for the delay.
We would like to inform you that your withdrawal requests will be completed as a matter of urgency.
Kind Regards,
Spinsy Casino Team
Public
Public
3 weeks ago
Translation
Hello dear Spinsy Casino,
Thank you very much for processing the 3 withdrawal requests, each for €500. I still have a total balance of €10,895 and would politely ask you to process future withdrawal requests in such a way that I at least reach my €7,000 withdrawal limit each month, as stated in your terms and conditions. For this reason, I am asking Casino Guru not to close this case yet so that I can give updates on whether I have been paid the €7,000 each month or whether the casino is again not adhering to its terms and conditions. For now, thank you very much and I will give updates on further withdrawal requests as soon as they have been processed.
Automatic translation:
Public
Public
2 weeks ago
Thank you Spinsy Casino for taking this issue as a priority right now. I want you to kindly as you to assist the player with the rest of the withdrawals as well.
Dear 10591, we´ll keep this complaint opened until is resolved. Please we need your assistance to keep us updated.
Public
Public
2 weeks ago
Translation
Hello Casino Guru,
Of course, I will contact you directly as soon as there are new updates on the new withdrawal requests.
Thank you for keeping the complaint open. There are now new withdrawal requests and I will report on how quickly these are processed and whether the condition of a €7,000 monthly withdrawal limit has been met. Thank you in advance and see you soon.
Best regards
Automatic translation:
Public
Public
2 weeks ago
Translation
Hello,
And once again, the casino isn't adhering to its terms and conditions! They state that withdrawals are processed within three business days! I withdrew €500 on March 7, 8, and 9, and once again, it wasn't processed within the specified timeframe!
Because the casino always delays payouts, there is a high risk that you continue gambling with the money, which was the case in my case. I had a balance of €10,895, of which I only have €3,000 left! Of this, €1,500 is pending withdrawal and €1,500 is still in my balance, so in total I only have €3,000 left! I want the casino to stick to its terms and conditions and finally make the payouts within the specified time frame. It is not right at all that you have to wait so long for your winnings!! We also know why the casino drags it out, but now I am withdrawing my remaining €3,000 and I have to say that it is very disappointing to have to have such an experience. Please, Spinsy Casino, stick to your terms and conditions!
Automatic translation:
Public
Public
1 week ago
Dear Spinsy Casino, could you please proceed the players withdrawals as soon as possible and please to honor the terms to process the withdrawals on time?
Dear 10591, I totally understand your frustration! I truly hope, the time of procession will get shorter! Please keep me informed!
Public
Public
5 days ago
Dear 10591,
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.
10591 has 1d 22h 20m 47s to reply
