Spinsy Casino - A retirada do jogador está atrasada.

I had a win on the casino and have tried to withdraw some funds from that win on the 4/10/2025 I submitted my withdrawal and to date have contacted the organisation at least a dozen times to get the same response from them time after time which seems to be AI generated. I have no confidence this issue will be resolved any time soon I just want my money

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Dear Czammit11, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Spinsy Casino. 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? 
• Have you accumulated 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, 

Katarina

Hi Team.

I have not yet made a successful withdrawal

I have not been asked to complete a KYC verification and it says my account doesn’t require verification when checking

my winnings have been accumulated without active bonuses.

Dear Czammit11,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Czammit11,

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 will send across tomorrow.

Hello Katarina.

A correspondence has been issued to your email

Dear Czammit11

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, Martina (martina.b@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,

Katarina

Dear Czammit11,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 provide more information about this case and state the reason why the player´s withdrawals have not yet been processed?

Thank you in advance for providing the information.

Note, Spinsy have again, cancelled another withdrawal. This is not me doing it.

what’s going on.

Dear Czammit11,

Thank you for bringing this matter to our attention.

We would like to inform you that your account verification is currently in progress, and we are still waiting for the required documents to be uploaded. Please note that withdrawals can only be processed once verification has been successfully completed.

You can check which specific documents are needed by visiting your Profile → Account Verification section. If you encounter any difficulties uploading the files or need further assistance, please don’t hesitate to contact us — we are here to help.

Best regards,

Spinsy Casino Team

I advised yesterday. No verification can be provided as your system says, verification is not required, if you fix it, I will complete asap.

I want all my funds out of my profile and in my account, this has taken far too long. (Months)

Please note all verifications have now been complete.

Dear Czammit11,

Thank you for the documents you have uploaded so far.

At this stage, the remaining items required should now be clearly visible in your account verification section — specifically: both sides of the card used and a Proof of Address (POA) showing matching addresses.

If you experience any difficulty uploading these documents, please let us know, and we will gladly look for an alternative solution.

Thank you once again for your patience and cooperation.

Kind Regards,

Spinsy Casino Team

Spinsy.

Files requested have been uploaded.

including:

CC ending 8230 front and back photo

Two documents (Elec/Gas Bill) with my address and Phone Bill with my address.

Dear Spinsy Casino Team,

Could you please review the documents submitted by the player and inform us if anything further is required to successfully complete the verification process? Once verified, we would appreciate confirmation that the player's withdrawals can be processed without delay.

Thank you for your assistance.

Dear Czammit11,

Thank you for uploading your documents.

We noticed that the address on the documents provided does not match the address you submitted during registration. To complete the verification process, please upload a Proof of Address (POA) document showing the exact address matching your registration details.

Once we receive a document with the correct address, we can proceed with your request.

Thank you for your cooperation.

Best regards,

Spinsy Casino Team

Spinsy,

I have attached a document (bank statement) for OCT25 which reflects my address as per my registration.

This shall now complement my verification.

Can you please arrange for all my funds to be transferred. I would like to further withdraw the balance in my account.

Can this be arranged ASAP

Why have you knocked back my verification? I’ve provided the document required to verify

I have reissued 3 documents Payslip, Rego Confirmation and Origin Bill which now shows the exact address listed per my account.

Please note, I have received another email advising my withdrawal has been canceled.

I did not cancel it.

requesting this ticket remain open until ALL funds in my account are transferred.

all verification information has been provided more than once, what is the update. This is taking far too long

Dear Czammit11,

We understand your frustration with the cancellation notices and the time this process is taking. Please be assured that we are doing everything possible to expedite the finalization of your verification and payout.

The current delay is strictly due to document compliance. We must inform you that modified documents cannot be accepted for security and regulatory reasons.

To move forward immediately, please upload the ORIGINAL PDF file of the requested document (directly downloaded, without any editing or software modification).

Once the original document is received, your verification will be prioritized for immediate finalization.

Kind regards,

Spinsy Casino Team

The document I previously provided is my full address. Which includes the suburb.

why is this knocked back? & is there a way my address can be amended to have my suburb in it which was clearly missing.

you guys are making this hard for no reason

It is also worth noting the payslip provided is NOT edited. By from my employer.

it’s silly how you are requesting my address with the suburb missing. It’s obviously a mistake which you can fix on your end

Spinsy,

You mentioned earlier, "Once the original document is received, your verification will be prioritized for immediate finalization."

The document is still pending review.

Please move along with this process.

Dear Spinsy Casino Team,

We kindly ask if you could review the latest documents submitted by the player.

From the provided documentation, the address appears to be correctly verified. If there is anything further you may need from the player, please let us know and we will be happy to assist promptly.

If everything is in order, we would greatly appreciate it if you could proceed with the withdrawal processing at your earliest convenience.

Thank you very much for your time and cooperation! I truly appreciate it.

Spinsy.

Requesting an update here please.

Dear Czammit11,

Thank you very much for your cooperation and for providing the detailed explanation. We are pleased to inform you that your account has now been successfully verified.

Your withdrawals will be processed as soon as possible, and we truly appreciate your patience throughout this procedure. Our team is doing everything we can to ensure a smooth and timely completion.

Kind regards,

Spinsy Casino Team

Thanks for confirming.

I am requesting all sums in account to be withdrawn into my account asap.

note - another withdrawl has just been canceled again.

Requesting this ticket to remain open until all funds are in my account

Due to several months of delay in withdrawing my funds, I am requesting a special dispensation to withdrawal all remaining funds in my Spinsy account to nominated bank account.

Another withdrawal has been canceled, I am not canceling these.

what’s going on?

can I please also get a response to the above?

when can I expect funds in my account

Dear Spinsy Casino,

can you please take a look and help us understand?

Thank you so much in advance

All.

Still waiting on a response.

Guys

My withdrawals continue to be canceled for no reason.

Why is this happening?

What is the update here?

When can I expect to see my funds in account?

Still waiting on a reply. Martina, can we please try reach Spinsy for an update?

Dear Czammit11, I do understand that you feel hopeless.

However, as our standard complaint handling procedure is granting any party a certain time frame for a response, we need to allow this time to the casino. In a lot of cases an immediate response is not possible due to gathering the required information; that's why we have implemented the timeframes for a response. I have my fingers crossed the casino team will soon respond..

Dear Czammit11,

Thank you for raising your concerns here.

After reviewing your case, we can confirm that the recent withdrawal cancellations were not initiated by our team. The transactions were declined by the external Payment Service Provider.

To complete your payout smoothly, please:

Cancel any currently pending withdrawal requests.

Submit a new request using an alternative method, such as the standard Bank Transfer option.

Inform us once the new request is submitted so we can prioritise its processing.

Thank you for your cooperation.

Kind regards,

Spinsy Casino Team

Spinsy,

I have canceled all withdrawals and have withdrawn one amount per Bank Transfer into the same account I had previously deposited from,

Seems to be excuse after excuse, let’s hope this works.

i want to transfer my full balance, I’ve waited several months to access my winnings, please allow me to make a 1 off withdrawal. Await your reply.

Dear Spinsy Casino Team,

Thank you very much for the update!

We would appreciate it if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Please note I have tried the bank transfer option in accordance with your instructions and it has again cancelled the withdrawal.

I have spoken to my bank who have advised that they are not blocking any payments from my account.

I have done another withdrawal via another bank in my name, please review and advise immediately.

This should not be so complicated and I highly suspect the fault is not from my side given the period of time it has taken Spinsy to resolve this issue.

What are some other practical options should this again not work??

I have a large amount of funds in my account I require immediate access too.

Requesting you urgently show cause to this issue and provide the attention it deserves to resolve, I’ve been more than patient

Dear Czammit11,

Thank you for your message.

Please note that every case is assessed individually, and after reviewing your situation we must inform you that we cannot arrange a manual lump-sum transfer as requested.

The delay you experienced was related to the verification procedure, which is a standard requirement and is explicitly outlined in the Terms and Conditions agreed upon at registration:

6.11: "All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer."

6.14: "The Company reserves the right to make payments according to individual schedule, set the minimum and maximum amount per transaction and the time for this transaction, depending on the withdrawal method and other relevant factors."

6.16: "The Company may delay processing of your withdrawal request to perform checks of your identity, account balance, source of funds and compliance with the Terms… The Company reserves the right to postpone payments until all verification procedures are successfully completed."

We assure you that all withdrawal requests are being handled in line with these procedures. Your three most recent requests have already been successfully processed, and your account remains under close monitoring to ensure the smooth handling of all upcoming transactions.

We kindly ask for your continued patience while we follow the required processing steps.

Kind regards,

Spinsy Casino Team

Spinsy Casino Team, thank you for the update!

Dear Czammit11,

have you receive any money from withdrawals that have already been processed by the casino?

Hello,

I have received 3 lots of $750.

I still have a balance of $30k to be withdrawn.

This ticket must remain open until all my funds have been received. I do not trust the right thing will be done as I have other pending withdrawals which still haven’t been released for some odd reason…

I have made further withdrawals to the exact same account and the money has still not gone through.

Spinsy - what is going on?

I am happy to negotiate a fair settlement with Spinsy if required subject to funds being transferred immediately

Dear Czammit11,

The delay could be because of the weekend. Let me know when the money arrive.

According to the disputed amount, all the money have already been credited to your account, but as you mentioned there is much more! How much more there is to withdraw please?

Hi Martina.

correct the disputed amount has been received.

everything past the disputed amount I have not been able to get for some reason,

Currently I have 3 lots of $750 withdrawals in "processing" and a account balance of $27,591.00

I really need this ticket to remain open until I have all funds transferred. They only started actioning when Casino Guru got involved.

Hi Martina

Can you please discuss with Spinsy outside of this chat the following;

Happy to settle on an agreed reduced lump sum payment.

Conditions would be:

a. Payment of agreed amount is processed in 1 Business Day

b. My account is closed thereafter.

c. All withdrawals currently in processing are to be finalised and paid immediately.

I am not interested in waiting months to withdrawal and continue communicating frustrations on this platform.

Im ready to close this case out ASAP. Subject to a fair and reasonable settlement offer.

All.

Still waiting on a response here.

Still have 3 withdrawals pending, hoping to receive tonight.

any update on the above correspondences

Dear Spinsy Casino Team,

I have sent you an email, if you can check it out. Thank you very much in advance

Thanks Martina.

Spinsy - In the interest of moving forward, Can you please get back to us today?

There are 3 withdrawals waiting for processing, would really appreciate if they could be processed today also.

All.

Requesting update. Shouldn't take this long to correspond back. Especially when I am offering a settlement.

Casino Guru, seeking update please

Dear All,

Thank you for your patience and for your message.

We would like to kindly clarify that we must follow the payout limits and procedures as outlined in our Terms & Conditions. All withdrawals are therefore processed and scheduled accordingly, and unfortunately, we are unable to offer alternative arrangements outside of these established rules.

We appreciate your understanding and cooperation.

Spinsy Casino Team

Thankyou for advising.

Will continue to update as further withdrawals are paid.

Noting 3 remain outstanding for payment which are expected to be paid today

Dear Czammit11,

can you please give us an update? Have you received your withdrawals?

Hi. Still withdrawals pending. Is there a way I can get a lump sum payment to close this out? Unsure why I need to wait so long??

Dear Spinsy Casino Team,

We would appreciate if you could kindly prioritize this case and inform us as soon this has been taking too much time. Can you please update us what is going on? Thank you in advance for your time and assistance.

Dear Martina,

We would like to clarify that withdrawals are processed regularly and in full compliance with our Terms and Conditions. Each withdrawal request has been completed within up to 3 business days, in line with our standard processing time.

Please note that weekends may affect waiting times, as only business days are counted. That said, we continuously monitor all pending requests and can confirm that the player’s withdrawals are being handled properly and within the expected timeframe.

If the forum requires confirmation or supporting evidence regarding the processing times, we will be happy to provide it.

We kindly ask for the player’s patience, as the waiting periods involved are not excessive.

Kind regards,

Spinsy Casino Team

Thanks team.

This is also noted on my part.

Martina - given the history of this case, I still request this complaint to remain open until all funds have been received.

its a shame Spinsy cannot provide a lump sum payment to close this ticket out so we can all move on.

Thank you both of you for information as well as the patience!

Of course Czammit11,I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Thankyou. Will keep you informed. Can we try make contact with Spinsy again and see if they will consider a full final payment to close this matter out?

I understand they have terms and conditions and rules, I’m sure special dispensation can be provided in the interest of closing out the complaint and moving on.

I have $15k in my account which requires withdrawals, this complaint could remain open for several more months. This issue could obviously be resolved overnight by way of them transferring the balance in one withdrawal. Very odd they won’t consider.

If they think I will gamble my winnings away, this won’t happen, I am committed to withdrawing every cent

Casino Guru,

please make contact with Spinsy,

there is still 23k outstanding and it is not letting me make any more withdrawals.

Whats happening?

Can Someone please get back to me

Dear Czammit11,

I totally understand your frustration, however, it´s quite common, that once there are some withdrawals already pending, it´s not possible to make a new ones. Do you think, this might be that case? Or you do not have any pending withdrawals and still it is impossible to create a new withdrawal?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Czammit11,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina