Spinsy Casino - Player's withdrawals are delayed and account is downgraded.

Unfortunately I did not read the casino's terms and conditions before I started playing, I quickly managed to reach VIP level 5 but since I was lucky enough to win and managed to make some withdrawals they dropped me to the lowest level, after this with the balance that remains pending in my account to withdraw I had to wait until March 1st to be able to request withdrawals again, these withdrawals are not processed and have been in process for more than 72 hours, by only allowing you to have 3 withdrawals in process and a maximum amount per day if they do not process the payments you cannot continue requesting your withdrawals. If you contact the live chat they only tell you that they are processing them and that you have to be patient, if you send an email they do not answer you... I am new to this world and I did not know that online casinos must have a series of logos on their website to guarantee your funds, this is my responsibility and I have learned my lesson, I am trying to get the sado that I have left to never again play in a place where you do not have the security to not go through these experiences, it is important that people know these things since many people risk their money and if they are lucky enough to win they should not go through these things because

Dear Jacos9,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.

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

• Could you please advise if passed the account verification?
• Have you been advised what is causing the delay? Is it an internal casino system issue, or it’s related to your account only?
• When did you request withdrawals from the casino? Is it still pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

Hi Tomas, I'll answer your questions.

Could you please let me know if I passed the account verification? The system says it is not necessary.

Have you been informed of the cause of the delay? Is it an internal problem with the casino system or is it related to your account only? They don't give any kind of cause, just that it is being processed.

When did you request withdrawals from the casino? Is it still pending in your account? When I was level 5 I was at least approved for one withdrawal per day but after being downgraded for making multiple withdrawals I had to wait until March 1st. Since March 1st I have requested a total of 3 withdrawals and none have been processed.

I sincerely doubt that they will respond since I have read several complaints and they have not been resolved, always talking about their terms and conditions which they themselves do not comply with, my intention in writing here is basically to lower that security index since users may think that it is a reliable platform and it is not.

Thanks for your reply.

Complaints that end up unresolved will negatively impact casino ratings. If the casino decides to resolve the issue of delayed withdrawals, no penalty will be given. Until then your active participation is required.

• Did the casino process at least one of the ongoing withdrawals you requested on March 1st?

Please let me know if there are any updates regarding your payouts.

Hi Tomas, the casino processed one of the payments, but I think the problem here is somewhere else. Playing with people's minds this way isn't right. Payment processes are fast on any platform (and also when they charge you). It should be the same on all of them, or at least specify that this casino works differently. Why do I say different? Of course! They level you up when you deposit money and lose, but if you're lucky enough to win, that's when the problems start. It makes no sense at all that they lower your level or delay your payments just because you win. How do you get it if you make a big profit? A year if you're lucky enough to win 70,000 euros? Do they even process your payments? Regardless of whether they lower your level, they keep sending you messages as if you were VIP, and you still have access to the supposed VIP manager. I've read all the cases for this casino, and don't you think so? I suspect they all have the same complaint? They operate the same way in all cases, trying to get you to keep playing, delaying everything for reasons that make no sense, and canceling your withdrawals for no reason.

On many occasions, your withdrawals are canceled, and when you ask why, they tell you it was you... It's a real shame, and you're the ones who are affected by this, rating a casino that behaves this way.

Thanks for your reply and your point of view.

We can't determine whether the cancellation of withdrawal requests is a malicious tool and penalize the casino for it. While unpleasant and frustrating experiences, there might be legitimate reasons for them. As long as the money is not lost and the casino is actively trying to fulfill payouts we have limited options on how to intervene.

If you have more details regarding the payout frequency please share them with me in the form of screenshots of your recent payouts found in your player profile's transaction history.

You can share the information here or submit it to my email at tomas@casino.guru

Thanks in advance for your reply.