Spinsy Casino - A retirada do jogador está atrasada.

Hello,

I'm currently not getting anywhere with my withdrawal from Spinsy casino.

On the 20th of July 2025 I completed wagering my bonus bet and put in for a withdrawal. The withdrawal has not progressed at all since that date and I feel like I have waited a respectable time period. After contacting them numerous times I have continued getting the same response such as "we are experiencing delays with withdraws" and "your withdraw is in the final stages of being processed" however the status still has not changed from pending and they cannot give me even a rough time frame of when it will get released.

Could I please get some assistance as I'm now under the impression I may never receive my winnings and this is possibly a scam.

I would also like to add that my account is verified and I have been able to withdraw in the past however that was a much smaller amount.

Hello,

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.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Kristina, thanks for responding to me.

Yes I have withdrawn $130 on the 21/6/2025 and that went through without a problem.

I have verified my account on spinsy however I haven't done a KYC verification because I haven't been asked to do one.

The winnings were accumulated with a bonus bet however I managed to completely wager the bonus bet and the winnings were reverted to real balance. There is currently no bonus bet active on the account.

Hopefully this answers your questions.

Kind regards

James

Thank you for your reply, JimboJames. Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello Kristina, I used bank transfer as my method of withdraw on both this occasion and also when I successfully withdrew $130.

I will send the screenshots to the email you provided now.

I only have one email saved as communication from them as I used the live chat for most of the communications.

Thanks

James

I would also like to add, A friend of mine who uses Spinsy was able to withdraw a much smaller amount last week and it only took a few days for that to go through. So this leads me to believe that there isn't a delay on withdraws like they mention. It seems to be just my account that's affected by these delays.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinsy Casino representative to join this conversation.

Dear Spinsy Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear All,

Thank you for reaching out to us.

The player needs to verify their account to proceed with the withdrawals' completion.

We have already emailed the player requesting the relevant documents.

Once they are uploaded and the account is verified, we will proceed with sending the funds.

Best regards,

Spinsy Casino Team

Hello, thank you for responding. I just received the email then about verification. I also inquired about whether or not I needed to do this verification in the live chat and I got told no and that the withdrawal was in progress. I believe it would be helpful for future references to make people aware of this as I was never told until now.

I will upload the documents needed tonight.

Thank you again

Dear player,

Please inform me, when you receive any update in your verification or withdrawal process.

Thank you.

Thank you, will do.

I have submitted all the documents needed so I'm just waiting at this stage.

Dear All,

We have received the documents.

The account was sent for verification to the relevant department.

Once the process is completed, we will let you know.

Best regards,

Spinsy Casino Team

Hello everyone,

Is it normal practice for myself to be locked out of my account while the verification is underway?

because that is what's happening currently

Also, I received 3 emails late last night stating that my 3 withdrawals had been cancelled?

Any idea as to why that would have happened?

Kind regards

James

Dear All,

Unfortunately player's account did not pass the verification process, consequently, the account was closed, and funds were deducted as per our T&C:

4.1 By opening an account on our Website and by using our Website you warrant that:

- you are acting on your own behalf;

- you are a competent and law-abiding citizen;

- you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

If you have any further questions, please let us know.

Best regards,

Spinsy Casino Team

excuse me?

I'm confused as to what you are saying?

out of what of those options are you saying I did because I don't fall under any of those..?

I have two cards on my account because both me and my partner use spinsy together for our enjoyment. one is my partners card and the other is mine. I don't understand how you can just close the account and basically steal any winnings that I have.

I also spoke to your live chat before submitting documents because you requested my partners bank card, I asked if that would be a problem otherwise I would be happy to provide you with my bank card as well that's also on the account and I was told everything would be okay.

I believe you have just closed the account because you didn't want to pay me what I won.

Dear player,

Could you please confirm, if I understand it correctly, that you and your partner share one casino account, and use your own, and your partner's card to deposit into the account?

Hey Mirka,

No sorry, I use the account and my partner sits with me and watches. I initially used her card to deposit funds when I first created the account with her consent (because mine wasn't working for what ever reason)

My partner doesn't use my account nor does she even know my login credentials.

I'm concerned that spinsy have just stated those three options with no actual evidence what so ever and has just taken the winnings with no communication.

I am who I say I am, I have multiple forms of identification to prove this, I am law abiding and hold a clean police record and I also don't do alcohol or drugs.

I could have easily provided more documentation and information however I think Spinsy are just wanting not to pay me.

This whole experience has been extremely painful, very minimal communication and then just to treated as if I'm some kind of criminal is disheartening.

Hello again Mirka,

My card is Visa and my partners is Mastercard, That's why I couldn't use my card. Visa either wasn't working or it wasn't implemented on their site at the time.

Thank you for the confirmation.

Please check our Fair Gambling Codex for Players:

Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is the player’s responsibility to use only the allowed payment methods.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Mirka