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!

Dear Skandito43,

We would like to inform you that you can have a maximum of 3 (three) active withdrawal requests each having gap of 24 hours and for the forth one you have to wait for any one of the earlier 3 withdrawal request to be processed.

Hence, we suggest you to please attempt 3 withdrawal requests after 24 hours gap is over. So we can help you process your request earliest as possible. As we see you attempt withdrawal after few gap this would also delay your withdrawal request overall.

Best regards,

Spinsy Team.

Hi,

Just confirming zero changes in the pace in which withdrawals are being paid.

I will tally the total at the end of the month and show how slow the actually are.

Would also like to advise that at no stage is the information which is being provided on the live chat service consistent with the information being sent here.

The last withdrawal was paid 6 days ago, I have had 3 withdrawals pending since then.

If casino guru can shed some light on the conversations that have taken place and when I’d likely see the change in pace of these withdrawals that would be great.

Otherwise can you please advise how long it would take for their safety index to be changed to reflect this deceptive and misleading conduct? I would have thought 2 months would be a sufficient timeframe however acknowledge that your process may allow them more time?

Thank you and merry Christmas.

Dear Skandito43, we wanted to give the casino some time to alleviate this problem. I would appreciate if you could update us on the situation at the end of the month and we will change the rating accordingly. In the meantime, I would appreciate it if you followed the steps shared by the casino in their last message. Thank you in advance for your patience during this time!

Hi Peter,

Im not sure what that means?

I have requested my withdrawals spaced 24 hours apart as per the T&Cs, previously it was only allowing me to have one active withdrawal however since opening the complaint I have been able to have 3.

Ive had 3 pending withdrawals for over a week now with no explanation as to why they haven’t been paid?

Can you tell me what I’m missing?

Dear Skandito43, could you update us on the situation with your withdrawals? If possible I would appreciate it if you could provide me with a bank statement highlighting the withdrawals you received in the month of December and we will update the casino's review according to the limit you had to adhere to. Thank you in advance for your cooperation!

Thanks, please see the attached. There was a total of 6 withdrawals paid resulting in $4,200 AUD. Please see the attached screenshot from my BTC Wallet.

Note the transaction on 11/12 is unrelated.

thank you for your patience.

i look forward to the next step.



Could you please provide an update on the conversations you’ve been having with Spinsy casino outside of this thread?

I feel the review of Spinsy on casino guru is misleading as it says there is customer support available however the customer support over a 3 month period is non existent. Not once have I been able to receive any specific information relating to my requests. The support is outsourced and merely copy and paste generic responses that aren’t directly relating to any question.

Such as thank you for your patience we’re experiencing a high volume of withdrawals, there’s nothing to worry about please wait.

Perhaps I’m missing something here but there appear to be a plethora of complaints with the exact same issues yet the safety index remains high?

I would still like a response from the casino as to why the backlog of withdrawals results in the player suffering? How is it that they cannot process larger withdrawals now to make up for their administrative issues? This is an important aspect as it’s detrimental to their integrity.

The players need protection from operators like this.

if they could provide a specific response it would be useful. As you can see from their responses on this thread they have ignored the specific enquiries and referenced their own terms and conditions which they’re continually in breach of.

thank you

Dear Skandito43, outside of the thread we have only informed the casino representatives of the changes to their review and safety index if their withdrawal limits won't be applied correctly. As you have not received the funds according to the withdrawal limits, we have updated the review accordingly and it should be reflected on their safety index soon. In the meantime, please keep us updated on the status of your withdrawals. Thank you in advance for your cooperation!

Will do.

Shall I just update you at the end of each month?

Or periodically as they are paid?

Thanks for your help!

You can do so in whichever way you prefer, thank you for keeping me updated!

Thanks I’ll update you as payments come through, for the time being zero change which is very disappointing.

Ill wait for the change in the safety index and hopefully this will see a change in their attitude.

Dear Skandito43,

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.

Hi Peter,

Thanks for your message.

I have received 2 withdrawals so far this month, less than last month.

I will update at the end of the month.

Hi,

Confirming the following:

• $2,100 processed in withdrawals in the month of January.
• no response from the casino.
• withdrawal attempts today are showing as unsuccessful due to limits.

Has the casino made any contact with you to discuss this further?

thanks again for your help.

Dear Skandito43, the casino has not updated us on the situation since the last inquiry. I will try to contact them again to speed up the process or find a solution. In the meantime, please keep us informed about the status of your withdrawal at the end of the month. Thank you in advance for your cooperation!

Dear Skandito43,

We would kindly request to submit the withdrawal requests as previously suggested in order to proceed with your payment as soon as possible. 

Thank you for your cooperation. 

Kindly Regards, 

Spinsy Casino Team

Hi,

I did receive $1,400 in payments this month.

For some reason it’s still showing as $0 on their site.

You can see the change in my balance from the previous screenshots from last month.

Getting pretty sick of their rubbish, I can’t even come close to the $10,800 per month.

Not sure if I’m understanding the process correctly but spinsy currently has an above average safety index and their associated casinos don’t appear to have been impacted?

Im a little confused how a casino not paying out could give them anything higher than the worst rating available?

There appears to be a ton of other complaints relating to the same issue.

Thank you for your help.

much appreciated

Thank you for the update Skandito43, the casino rating was calculated using our algorithm that takes into consideration all information related to the casino. As you may have noticed the casino rating has been lowered since the beginning of the complaint due to the addition of the withdrawal limit in accordance with the limits you were able to withdraw with. We cannot do much more in this situation as we cannot force the casino to pay out faster, and any attempts to mediate the process in the complaint thread or outside channels have not been successful. Therefore, I thank you for your patience during this time and I hope you will be able to withdraw your winnings as soon as possible. Please keep us informed about the process and how much you were able to withdraw at the end of the month. Thank you in advance for your cooperation!

Dear Skandito43,

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.

Thanks Peter my apologies for the delay I have been unwell. I will provide this information within the next day.

Hi,

In the month of march all withdrawals were requested as soon as possible. I.e. there were no delays from my side and I followed all instructions as I have done for the past 5 months… 5 months.

A grand total of $1400 was paid in the month of March.

Again this is well below their advertised minimum and abhorrent for a casino with a "above average" safety index. This needs to be adjusted please.

Really uncertain how they are justifying this behaviour. There are a bunch of similar complaints and they continue to use the same lies to avoid paying and avoid the the backlash from casino guru.

all I want is my money per their terms and conditions.

having a line that says they can make payments as they see fit, I.e. 6.14 in their terms is the definition of an unfair contract term. I should have been paid all of my funds by but still have $160,000 to withdraw… from $177,000.

None of their responses validate their actions.

see screenshots as proof.

note these also contains the transactions from my other complaint against another casino doing the same thing.

Dear Skandito43,

We apologies for your experience.

As we do not mean to keep you waiting and it is not in our interest to leave you unsatisfied with our website.

Therefore, we have requested for your payment method details to help you with your pending withdrawal balance as quick as possible.

As we are willing to help you with your withdrawal balance as earliest as possible.

We are waiting for your details. Thank you!

Kind Regards, 

Spinsy Team.

Hello Skandito43,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru