Spinsy Casino - Player’s winnings are delayed at Spinsy Casino.

Hello, my issue concerns Spinsy Casino and their slow processing of my winnings, as well as the unreasonably long time I have to wait for the withdrawal of my winnings to my account.

Background: I won €70,000 playing blackjack at Spinsy. I have been requesting to expedite the withdrawals and process them almost daily. They do respond, but always say that the casino is experiencing delays in processing withdrawals.

They process withdrawal requests every third business day (Mon-Fri) and only allow withdrawals of €500 at a time. This means that I would have to wait a very long time to get my winnings to my account. At this pace, it will take almost two years. I believe this is an unreasonable amount of time, and I have asked them to increase the withdrawal limits, which are currently €500/day and €7,000/month. However, with their current withdrawal processing pace, I can only withdraw around €2,500-3,000 per month.

This is the problem. I believe it is unreasonable for me to have to wait nearly two years for my winnings to be fully withdrawn at the current pace. I have asked if they could increase the withdrawal amounts, for example, to €1,500 per withdrawal. According to them, this is not possible because I am at VIP1 level. This would only be possible at VIP5, which would require being a millionaire and losing enormous sums of money to the casino. I know this from experience, as I was once at level 3 and had a daily turnover of about €200,000. However, I no longer wish to play, but to withdraw my winnings.

Spinsy Casino has noticed this and has deliberately slowed down and made my withdrawals more difficult, processing them slowly and even lowering me from VIP3 to VIP1 (the lowest possible level).

My question is whether you have the possibility to help me speed up the withdrawal of my winnings, as it is not reasonable to wait almost two years for my funds to be fully withdrawn at the current pace.

Spinsy's terms and conditions state that they have the right to process withdrawals every third day, but I am asking for some understanding here because I have a large sum of money in my account, and I would like to withdraw it, but the withdrawal time is approaching two years at the current pace.

I have also asked several times if they need any documents related to my account. They have not requested KYC information from me yet, even though I have asked multiple times if they would like me to provide it.

I would appreciate your response.

Dear SantaClaus10,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinsy Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please provide evidence of the casino not adhering to the designated withdrawal limits?

• Share screenshots, such as the record of your withdrawal history or communication with the casino confirming the situation.
• Alternatively, share the information with me via email at tomas@casino.guru

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,

Tomas

"Hi, I replied to your email."

-SantaClaus10

I understand the delay in withdrawals of such amount and the VIP status returned to the base must be frustrating.

• Do your withdrawals proceed normally since your last reply?
• Has the casino identified any obstacles I cashing out your winnings?

Please let me know.

Withdrawals are going quite OK, but the casino still processes them slowly, and it looks like I won’t reach the €7000/month limit because the casino has been processing withdrawals every 3 business days, €500 at a time. I still have a lot of money waiting in my account, and in my opinion, it's still unreasonable to expect that at the current withdrawal pace, my money would only be fully withdrawn in about 82 weeks. The casino has not identified any obstacles to paying out the winnings.

Thank you very much, SantaClaus10, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear SantaClaus10,

I'm Kubo, 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 regarding the current case and clarify the reasons behind the delay in the player’s withdrawal? Is there a way to expedite the process to ensure the player can reach at least the designated monthly withdrawal limit of €7,000, as outlined in your Terms & Conditions?

Thank you in advance for your response!

Best Regards,

Kubo

Hi, Spinsy has paid €5000 so far this month. There's still €2000 remaining. It seems like the withdrawal will be completed on time, but it's really humiliating and painful to have to "beg" customer service to expedite every withdrawal request. I would like to hear Spinsy's representative's thoughts on the matter.

Best regards, SantaClaus10

"None of the withdraw requests I made on Monday, Tuesday, and Wednesday have been addressed this week. This is the problem: withdraw are handled too infrequently and irregularly..."

Dear all,

Thank you for contacting us.

We want to clarify that all customer withdrawals were proceed within reasonable time frame and that he is currently at 6500 and have one withdrawal for 500 which would be paid soon so his limit would be reached this month.

We want to also clarify that timeframe excludes weekends and public holidays therefor some delay in his withdrawals can come from this also withdrawals are processed from the next day that the request was made, or from the day of the last processed withdrawal.

Best Regards

Spinsy Team

Dear Spinsy Casino

It strongly appears now that you won’t be able to process the 500€ withdrawal before the month ends. Each time I’ve requested an update, you’ve replied that processing withdrawals is currently delayed. Perhaps you should consider hiring additional staff to handle these withdrawals if this has been your answer for an entire month. Based on this information, it seems you didn’t manage to complete the full 7000€ in processed withdrawals. I’ll let you know immediately if the situation changes today. The primary feeling here is disappointment. The withdrawal request was actually made on Saturday, and you mention that withdrawals are processed within 3 business days, which has already passed in this case.

Spinsy paid the €500 on the last possible day. Still, no withdrawals have been processed this month. I ask Spinsy to ensure that the terms of service are adhered to in the future, and that at least €7,000 per month is transferred to my account.

Best regards, SantaClaus10

Dear SantaClaus10,

Just to confirm, did the casino reach the limit in October and process the full amount of €7,000? Could you also let me know the total amount you have received so far?

Thank you!

Yes, they'll release that €7000, but for example, they haven't processed or paid out a single request this month. They're deliberately slowing down the withdrawals.

King Regards SantaClaus10

I am really concerned because it has been over a week since my withdrawal request, and none of the withdrawals have been processed this month. The customer service/bot keeps saying that our finance department is overloaded. This same sentence has been repeated for the past couple of months. How does Spinsy Casino respond to this issue?

-Kind Regards SantaClaus10

Dear Spinsy Casino

I have now been waiting over 8 days for my withdrawals. Spinsy Casino, I would like to know why I have to wait this long. You haven’t processed a single withdrawal this month. What is the reason for this?

-SantaClaus10

Dear SantaClaus10,

I hope you're doing well. I wanted to check in and ask if there have been any updates regarding your withdrawals. Has the casino processed any new withdrawals this month?

Withdrawals are being processed very slowly; all four withdrawals this month have exceeded the 3-business-day limit stated in the terms and conditions. Customer service keeps blaming the delays on high traffic. I'm losing patience with this slow processing and the casino's repeated violations of its own terms.

-SantaClaus10

Dear SantaClaus10,

I wanted to follow up and check if there have been any updates regarding your issue. To help us gain a clearer understanding of the current pace of your withdrawal processing, could you please provide a list of all your withdrawals along with the dates when the funds were actually received?

Having this information will give us a clearer picture of the current processing timelines and allow us to assist you more effectively.

Thank you for your cooperation, and I look forward to hearing from you.

Dear SantaClaus10,

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.

I have not responded to the previous message because I have not received a single withdrawal to my account for over eight days! Spinsy's customer service representatives continue to cite heavy workload as the reason. This month, I have received €5,000 to my account, even though €7,000 is the minimum/maximum amount they should process at my VIP level. They have not processed any withdrawals for eight days, and as a result, I am certain that the €7,000 limit will not be reached this month. I am very disappointed and extremely frustrated with Spinsy's operations. I would like to hear a comment and an explanation from a Spinsy representative regarding this matter.

-SantaClaus10

Dear Spinsy Casino and CasinoGuru

Spinsy still hasn’t paid me my winnings. I’ve been waiting for 12 days now… The monthly €7,000 withdrawal limit was still €2,000 away. I’m extremely frustrated and disappointed with Spinsy’s operations. The customer service agents always respond robotically with the same line: "We apologize, we’re experiencing delays with withdrawals." This has been repeated for over two months now. I’m losing my patience! Casinoguru, it’s time to take action. Spinsy probably doesn’t even have a license, as their operations seem so unprofessional.

-SantaClaus10

Hi, could you please remove this topic? The casino paid me today, and everything is fine. This case can be closed 🙂

SantaClaus10🎅

Dear SantaClaus10,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo