Spinsy Casino - Player's withdrawal is delayed.

So on the 19th january at 00:30 i deposited $200 on my spinsy account after an hour of playing i managed to win $31000 cad.

I immediately wanted to withdraw all of it but ive seen that there was a limit of $750 daily and i can have 3 pemding withdrawals at a time, ok fair enough...

Their waiting time to approve a withdrawal is supposed to be 3 working days, however it has now been like 10 working days and no updates

Not sure what to do next

Dear barnelmunteanu,

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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

well i have made the withdrawal on the 19th jan and today is the 3rd of feb which is exactly 15 days and literally no updates from the casino, i did try to message the support but they are saying that their financial team is very busy and that i must be patient.

I also asked that if my account needs any type of verification but they assured me that my account is up to date and no verification needed

Also i will try to post a picture of the withdrawal date and the processing of the withdrawal

5th of february and still no updates,

Live support doesnt really help and no clear answer of how much longer it will take for them to atleast approve my withdrawals

Thank you for your responses.

Could you please specify if you accumulated your winnings with or without a bonus?

What types of games did you play - e.g. slots, live casino games, sports betting?

I played without any bonuses and i played slots

Thank you very much, barnelmunteanu, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

Dear barnelmunteanu,

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.

Thank you very much and hopefully i will get an answer regarding this delay.

It has now been 18 days since i have placed the withdrawal request with no update yet 🙁

Yes, I understand your frustration. Let´s give Spinsy Casino some time to respond and we will go from there.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for reaching out!

After the review of the account, we see that several of the customer's withdrawals were canceled by them, before we could process the payments. Nonetheless, we see that the customer managed to successfully withdraw some funds, as 3 withdrawals were processed successfully on the 9th of February. 

However, it seems that the remainder of the funds were fully played down.

We hope this helps us reach the resolution of the case.

Best regards,

Spinsy team

Thank you very much Spinsy team for response.

Dear barnelmunteanu, could you please confirm that part of the money you have received after 9th Feb and part you spent by playing?

Thank you very much in advance.

Dear barnelmunteanu,

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.

Dear barnelmunteanu,

I want to reach you once again to ask you if you have received the money Spinsy Casino claimed to already sent you on 9th February.

Please let me know so we can mark this complaint as resolved. Otherwise it will have to be rejected.

Thank you very much in advance

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.