Spinsy Casino - O pagamento do jogador foi atrasado.

Unjustified delay in withdrawal of €329 from Spinsy - Contradictory information from support.

I requested a withdrawal of €329 on Sunday. It went through on Monday. I've spoken with support several times:

On Wednesday, agent Teejay confirmed to me in writing that there were NO delays and that my account was verified (KYC).

Today, Thursday, another agent admits a 'long delay' due to 'volume', contradicting the previous support.

Three business days have passed and the casino is still holding my money without requesting additional documents, admitting that my account is clean.

Retraso injustificado de retiro de 329€ en Spinsy - Información contradictoria del soporte.

Solicité un retiro de 329€ el domingo. El lunes entró en sistema. He hablado con el soporte varios días:

El miércoles el agente Teejay me confirmó por escrito que NO había retrasos y que mi cuenta estaba verificada (KYC).

Hoy jueves, otro agente admite un 'largo retraso' por 'volumen', contradiciendo al soporte anterior.

Han pasado los 3 días hábiles y el casino sigue reteniendo mi dinero sin solicitar documentos adicionales, admitiendo que mi cuenta está limpia.

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 that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Ismakarabila1995,

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

Dear Ismakarabila1995,

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 Ismakarabila1995,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru