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Casino delaying €24,800 withdrawal for a 2-year verified VIP player

Complaint Description:

I am a fully verified VIP player at Spinarium Casino for over 2 years, with lifetime deposits exceeding €70,000. I currently have a winning balance of €24,800, and my withdrawal requests have been kept pending with no clear timeframe.

The VIP manager (Emma) explicitly confirmed in our chat that my account documents are fully approved and that my balance is "OK". However, they are using open-ended "routine game checks" as a stalling tactic to delay the payout of my funds.

Given my verification status and extensive history with this casino, there is no technical or regulatory reason to withhold my money. I have provided a 3-hour ultimatum to the casino which has expired without resolution. I am requesting the immediate approval and processing of my €24,800 withdrawal. I have full WhatsApp chat logs and account screenshots to provide as evidence.

They did first 4 withdrawal for 850€ 

In 2 days 

I have a limited for 8000 € each day to do withdrawal 

But now said 1700€ 

And i said ok, and also nothing happened from 13 /05/2026

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Dear Dado123,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

"Thank you for the update. I want to clarify that this is not a standard withdrawal delay. I have been a fully verified VIP player for over 2 years with more than €50,000 in lifetime deposits. My VIP manager (Emma) has already explicitly confirmed in our chat that my account is 100% approved, my KYC is complete, and my balance is fully 'OK'. The casino is currently using an open-ended 'routine game check' solely as a stalling tactic to avoid paying out my €24,000. I am keeping this complaint active and will update you if any changes occur during the waiting period."

Attached is the official confirmation from the casino representative admitting that my funds are fully checked and cleared, and that the rejection was solely due to their system queues. They are currently holding 6 new pending requests."

Update: The casino representative is now trying to deflect responsibility, claiming that Spinarium doesn't manage finances and blaming their payment provider for the delays and cancellations. However, they confirmed again that my funds are passing and approved. I request the mediator to reject this excuse, as the casino is solely responsible for fulfilling its withdrawal limits."

URGENT UPDATE FOR THE MEDIATOR:I am writing to provide a critical update regarding my ongoing dispute for €24,000. We have now entered a regular financial business week (Monday, May 18), and Spinarium Casino is continuing its severe, silent stalling tactics.Current Violations:Excessive Holding: My two active withdrawal requests have officially been trapped in 'Pending' status for over 48+ consecutive hours, completely ignoring my VIP tier's official daily limit of €8,000.Contradictory Explanations: The casino's VIP representative (Emma) has shifted her narrative on WhatsApp. First, she claimed the delays were due to 'system queues' and 'exchange rate checks'. Today, she officially changed the excuse to 'additional provider checks', while explicitly reminding me that I am free to 'use/gamble' the funds while waiting.This is a textbook psychological tactic designed to stall my payout in hopes that I will lose patience and gamble away my €24,000 balance. The casino has already confirmed my account is 100% verified and my funds are clear.I have attached the latest screenshots of the pending status and the representative’s shifting text statements. I urgently request the Casino Guru mediator to intervene, contact Spinarium management immediately, and demand the manual approval of these frozen requests.

CRITICAL UPDATE (May 18): The casino's stalling tactics have reached an unacceptable level. Following my previous update, the casino representative (Emma) claimed on WhatsApp that the withdrawals were 'being worked on.' When strictly confronted and given a fair window to show actual progress, she replied with generic automated answers: 'From our side we will continue working as mentioned before.' It has now been over 50+ continuous hours in 'Pending' status for just €1,700 out of my €24,000 total verified balance. They are clearly dodging payment and providing zero blockchain or financial evidence. I urge the mediator to intervene immediately and downgrade their reputation rating for systematic withdrawal evasion."

CRITICAL UPDATE (May 18): Following the casino's continuous stalling tactics and generic automated responses regarding my two pending withdrawals (now frozen for over 56+ hours), I have officially taken regulatory action. Since the 60-minute deadline I provided to their representative passed with zero financial progress or TXID confirmations, I have formally submitted a non-compliance dispute report to the Anjouan Gaming Board against the operator Cosmogames N.V. (License No. ALSI-202411034-FI1), as well as flagging their EU agent Spinarium Limited in Cyprus. I am uploading the latest chat logs to the mediator. I will not tolerate further evasion regarding my €24,000 verified balance.

UPDATE: The casino (Spinarium) has just officially closed my 100% verified account and confiscated my entire balance of €24,000. This action was taken immediately after I confronted them about delaying my €1,700 withdrawal for over 100+ hours. They are using vague, boilerplate clauses (Sections 6.3, 17.3, 17.7) claiming 'bonus exploitation' without providing a single shred of technical evidence, multiple account proof, or bet history violations. This is a clear case of bad faith confiscation to avoid paying a legitimate player. I request the mediator to intervene urgently and demand that Cosmogames N.V. present concrete technical evidence to back their claims.

Dear Dado123,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Casino Guru Team,

No, I have not received my withdrawal. In fact, there has been a severe and unacceptable escalation from the casino's side.

Immediately after I confronted their management regarding my delayed €1,700 withdrawal, the casino (Spinarium) retaliated by permanently closing my 100% verified account and confiscating my entire balance of €24,000 [5/16, 11:24].

They sent me a generic email claiming 'bonus exploitation' under Sections 6.3, 17.3, and 17.7 [5/16, 11:24]. However, their claim is completely contradictory and illogical: Before filing this complaint, the casino’s finance team successfully processed and approved 4 to 5 consecutive withdrawal requests from my account, each worth exactly €850.

If my account activity or bonus usage were truly 'unsustainable' or in violation of their terms, they would never have approved and paid out those initial 4 to 5 withdrawals. Their sudden decision to confiscate the remaining €24,000 and close the account is a clear act of bad faith to evade paying out a high balance [5/16, 11:24].

I have already forwarded a formal non-compliance complaint to their licensing authority (Anjouan Gaming Board) [5/16, 11:24]. I strictly request the Casino Guru mediator to officially open this case, mark it as a high-value dispute (€24,000), and compel Cosmogames N.V. to explain why they approved prior withdrawals if they now claim the account was abusive [5/16, 11:24].

Thank you for your intervention

"Dear Karla

,Please also make sure to review the last 3 to 4 critical updates and evidence that I previously uploaded to my case file.These updates contain the timeline of events, the account verification proofs, and the explicit termination email I received from Spinarium Casino [5/16, 11:24]. It is vital that the mediator reviews all those attached documents together with my latest reply to see the full picture of this €24,000 confiscation [5/16, 11:24].Thank you."

Hello Dado123,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla 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 Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the update. I highly appreciate Karla's dedication and understanding of my case. I will patiently wait for her return from vacation so we can address this unlawful €24,000 confiscation with the casino. Thank you for your support

Dear Dado123,

Thank you for your update.

To help us better understand the situation, could you please clarify the following:

• Were the winnings accumulated with or without an active bonus?
• Did you play casino games, sports betting, or both?
• Have you received any detailed explanation or evidence from the casino regarding the alleged bonus abuse? If so, please share it with us.
• If available, please forward any relevant communication with the casino concerning the account closure and balance confiscation to karla.m@casino.guru or upload it here in the complaint thread.

Thank you in advance for your cooperation.

Karla

"Dear Karla,Thank you for returning to my case. Here is the clear clarification regarding my account activity to help you with the investigation:Active Bonus: To be absolutely precise, these specific winnings of €24,000 were accumulated strictly without any active bonus. They were won entirely using my own pure, raw cash deposits. While I may have used standard promotional bonuses in the distant past on this account, my current balance has absolutely zero connection to any bonus wagering. Therefore, the casino’s claim of 'bonus exploitation' to confiscate this specific cash balance is completely baseless.Type of Games: I played exclusively Casino games. Specifically, the vast majority of my gameplay and winnings were on the crash game 'Aviator'. I did not engage in any sports betting.Casino’s Evidence: No, the casino has never provided any detailed explanation or technical evidence to back up their claims. They only sent a generic, boilerplate email to avoid their financial liability.Prior Account Standing: To prove the casino's bad faith, their finance team had already successfully approved and paid out 4 to 5 consecutive withdrawals of €850 each from this same winning session right before I requested the remaining funds. They only decided to confiscate my balance and shut down the account once the total amount reached a high figure of €24,000.I am uploading the exact screenshot of the account termination and balance confiscation email I received from Spinarium Support to this thread right now.Since these winnings came from pure cash on a standard casino game (Aviator) and prior batches were already approved, there are zero technical or compliance grounds for this €24,000 confiscation. I highly appreciate your urgent intervention to compel the casino to release my funds.Best regards,Dado123"

Dear Dado123,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal K., (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Dado123,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Spinarium Casino to join the conversation.

Dear Spinarium Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

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 Dado123,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from its side. While the casino previously operated under a license issued by the Anjouan Gaming Authority, this no longer appears to be applicable, as there is no license validator on the casino's webpage, nor is the casino listed in the License Register | Anjouan Gaming

Since the casino operates without a valid license and doesn't refer to any ADR service, there is sadly no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru