Spinsy Casino - Player experiences significant withdrawal delays.

I have a balance of circa $177,000.

I have no restrictions on my account, nor have I used bonus funds or subject to any KYC.

The casino uses a vip system to determine withdrawal limits, my most recent level was the highest allowing me to withdraw $2,500 per day up to $25,000 per month as per the terms and conditions listed on their site.

I submitted my first withdrawal which was processed successfully for $500, this was paid into my account. The following week I submitted another withdrawal request for $2,100 which was processed as well.

It has now been 4 weeks since the last withdrawal was processed and the only response from the casino is that there are unexplained delays and my withdrawal will be processed as soon as possible. It’s been three weeks now with the same response.

i should have been able to request 10 withdrawals in the past month of $2,500 each to be paid out $25,000 however instead they have deliberately and without an explanation delayed this process.

Its misleading as the website says I can withdraw $2,500 per day with up to 3 active requests but I can’t actually withdraw anything.

4 weeks is not the same as the advertised 24 hours. The casino offers no valid support. If they process payments at the advertised rate it will take me 2 years to receive my money however if they process them at the current rate it will take 9 years.

I appreciate your help in assisting me.

Dear Skandito43, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

How much money have you requested for withdrawal this time?

Am I correct in assuming that you passed the full KYC verification?

Did you accumulate your winnings with or without a bonus?

Please forward me all the communication with customer support regarding the delay in processing your payout at veronika.l@casino.guru. Alternatively, you may post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Hi Veronika,

Thank you for your handling my complaint.

Just to clarify I have not been asked to provide any documents for KYC.

I enquired about this prior to submitting my first withdrawal request and was advised that if KYC verification is needed, I will be notified and in the absence of any request for KYC verification, my account would not be subject to KYC and my withdrawal would be processed.

I since asked if KYC was required and was advised that it was not.

The first withdrawal request was processed within hours for $500.

I have not accumulated any of the winnings using bonus money, only my own money.

They held onto my third withdrawal (which was finally processed yesterday for $500 aud) for so long that my withdrawal limit has now reset to $700 per day, despite the lowest VIP level being advertised at $800 per day. 

It was advised that I had hit the top VIP level based on my previous 90-day activity and could withdraw $2,500 per day, to a maximum of $35,000 per month however this was never honoured.

I am not able to get any response from the support team at Spinsy casino other than copy pasted generic replies apologising for the delays and assuring me that my withdrawal will be processed as quickly as possible.

I am quite concerned as the casino has been issued with a HIGH safety index score of 8.9 however delayed withdrawals appear to be a common theme in relations to complaints and ratings on this casino.

Thanks again.

Hi,

Thanks again for your help, see screenshots from todays chat.

zero support or explanation as to why they aren’t paying withdrawals.

Thank you very much, Skandito43, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Skandito43 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinsy Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Dear Skandito43,

We hope you find this email in good health!

We kindly want to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:-

5.2 :- We may, at our sole and absolute discretion, use any additional procedures and means we may deem fit to verify your identity, age, residence and other circumstances (KYC), both before and after effecting deposits into your account and/or making a withdrawal.

(If any verification requires for your account you can check from your verification tab from your profile. Documents for verification will be requested in verification tab or you may receive an email on your registered email address.)

6.11 :- All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

In your case the following limits apply:

(LEVEL 1) 800 AUD per transaction, every 24 hours / 10,500 AUD per month.

The withdrawal limits you are referring to are applicable for Level 5. (Your current account level is Level 1 as per T&C :- 6.12)

(LEVEL 5) 2,500 AUD per transaction, every 24 hours / 35,000 AUD per month.

6.12 :- The customer’s VIP level is determined by the activity during 90 (ninety) calendar days prior to the submission of the withdrawal request and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received. The status of a customer who hasn’t been actively placing bets for a month is automatically lowered to the lowest level.

6.13 :- At any time, a customer may have a maximum of 3 (three) pending withdrawals on the account.

6.14 The Company reserves the right to make payments according to individual schedule, set the minimum and maximum amount per one transaction and the time for this transaction, which may differ depending on the withdrawal method, your account level or other relevant factors.

And regarding your current pending withdrawal request.

On your behalf we have just sent a reminder to our finance department to speed up the process of your current withdrawal request for you.

We kindly request you to please give us some more time and we will try our best to process your withdrawal request and should give you an update via email as earliest as possible.

Thank you so much for your patience, understanding and co-operation . We really appreciate it.

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!

Best regards,

Spinsy Team.

Thank you for your response.

In no way does this response address any of the concerns raised in my complaint.

The matter of KYC was merely in response to the casino gurus question as to my KYC status.

The first withdrawal was requested, processed and received on the same day.

Since then over 5 weeks (35 full days and 25 business days) a grand total of 2 withdrawals have been paid.

Despite the information provided to me on chat stating that my VIP level is level 5, no have been processed per this VIP rating.

Payments of $2,300 were processed on 29/10 and 05/11.

A payment of $500 was processed on 21/11.

In response to your cut and pasted terms:

6:11 - you have processed no withdrawals according to my VIP status. This is deliberately misleading.

6:14 Casino reserves the right to pay at an individual schedule. This makes 6:11 completely void and allows you to delay withdrawals indefinitely.

@casinoguru does this impact their safety index?

In 5 weeks they have constantly stated they have delays due to large volumes of withdrawals, are they able to provide any evidence to prove they’re not just withholding my withdrawals?

I am literally only receiving payments now of $500 on average (the max I can withdraw) every 1-2 weeks despite clearly stating a limit of $800 per day.

This means I am only able to receive about $1500 per month.

This would mean a total time of 9.4 years to receive my winnings.

The Spinsy team representative has stated I should be able to withdraw $10,500 per month. 

At the rate stated in 6:12 in the terms and conditions I would receive my winnings in just over 16 months.

I would really appreciate some assistance as I am lost for words with the response they have provided.

My apologies, I uploaded the wrong screenshot.

Please see below:



Dear Spinsy Casino, can you let us know what is the issue with the player's withdrawals and why is the processing taking this long? If the reality is that players are only able to withdraw $500 on average every 1-2 weeks making up about $1500 per month as the player mentioned in the previous message, we will change the limits in your review accordingly which may negatively affect your safety rating. Thank you in advance for your clarification!

Thank you for your assistance,

Can I please seek clarification on one thing, if the issue with receiving payments is due to the "volume of withdrawals" as a result of the high traffic to their site; why cannot they not process the delayed withdrawals in one transaction?

For 30 days I should have been able to withdraw up to $2500 per day to $35,000 which means there’s a missed amount of $30,400... or 87% of the limit advised to me.

Beyond that they have processed one withdrawal of $500 leaving the remaining $10,000 figure of the monthly limit.

If the delay is due to administrative work loads and not due to them being scammers then can I please request a payment of $40,400.

They advertise "lightening fast" withdrawal please see attached.

I’m unsure as to how this predatory behaviour of unexplained delays in paying players their winnings along with deliberate false advertising can warrant a HIGH Safety index?

Again thank you casino guru for your support.

Dear Skandito43,

We hope you find this email in good health!

Once again we kindly want to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:-

6.11 :- All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

In your case the following limits applies for your account currently as Level 1 :

(LEVEL 1) 800 AUD per transaction, every 24 hours / 10,500 AUD per month.

The withdrawal limits you are referring to are applicable for Level 5. (Your current account level is Level 1 as per T&C :- 6.12)

Only for the players account (LEVEL 5) :- 2,500 AUD per transaction, every 24 hours / 35,000 AUD per month.

6.12 :- The customer’s VIP level is determined by the activity during 90 (ninety) calendar days prior to the submission of the withdrawal request and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received. The status of a customer who hasn’t been actively placing bets for a month is automatically lowered to the lowest level.

6.13 :- At any time, a customer may have a maximum of 3 (three) pending withdrawals on the account.

6.14 :- The Company reserves the right to make payments according to individual schedule, set the minimum and maximum amount per one transaction and the time for this transaction, which may differ depending on the withdrawal method, your account level or other relevant factors.

We would also like to inform that your :-

Withdrawal request from 24th and 25th of October 2024 were processed on the same day of the request.

Withdrawal request from 29th of October 2024 was processed on 2nd of November 2024.

Withdrawal request from 5th of November 2024 was processed on 6th of November 2024.

Please note we do not delay your withdrawal deliberately. It is not in our interest to leave you unsatisfied with our website.

And regarding your recent withdrawal requests.

We are happy to confirm that your withdrawals has been processed, and the money has been sent from our side on 6th of December 2024.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!

Best regards,

Spinsy Team.

Thanks to the both parties for the update.

Dear Skandito43, can you keep us updated on the status of your withdrawals? Thank you in advance!

Thanks,

Im not sure how to respond as the withdrawals aren’t being processed at the rate Spinsy are claiming?

Is there anyway they can support these claims?

Dear Skandito43, I am in contact with the casino representative outside of the thread. We have discussed your issue and hopefully, the withdrawals will move along faster now. I will keep you updated about any new developments. Thank you for your patience during this time!