The player from Spain had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. The Complaints Team had reviewed the situation and found that the funds expected for withdrawal had been lost due to further gameplay. Consequently, the complaint had been rejected, as players were responsible for their account balances until funds were successfully withdrawn.
Spinsy Casino - Player claims that payment has been delayed.
Closed
Our verdict
Other
Amount: €500
Spinsy Casino
Safety Index:HighCase summary
Discussion
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4 months ago
Translation
I have three pending withdrawals but the oldest is from 7/22
At the moment they tell me that you have many withdrawals but that I shouldn't worry.
Automatic translation:
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4 months ago
Dear player,
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 the 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.
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.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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4 months ago
Translation
On the 17th I made a withdrawal without any problems. Or maybe it's because they take so long now, but if, as you say, I can wait 14 days, I'll wait and let you know.
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4 months ago
Translation
From what I've been looking at, this casino has high security. Do you know if they end up paying out? Thanks.
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4 months ago
Dear player, based on the information you have provided on the forum, the funds you were expecting to withdraw have already been lost through further gameplay. Unfortunately, we are no longer able to assist you, as players are fully responsible for the balance in their accounts until it is successfully withdrawn.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
