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I recently won approximately $100,000 Canadian at Spinsy Casino.

Their withdrawal terms state that you can have up to three pending withdrawals of $750 at once. Additionally, the terms and conditions state that they have a three-business day review period, after which the withdrawal will be transferred by the means you selected.

I requested withdrawals of $750 on Feb 11,12, and 13 2025. I have not received the funds as they are still in the "under review" period. 

I have contacted support multiple times for which I have receipts, and they are unable to provide me with a reason why the withdrawals are delayed or when I can expect to see the withdrawals.

There have been no updates and I’m concerned that they’re gonna withhold the full $100,000 amount from being withdrawn. 

All I wanna do is get my money and close out my account.

Dear Kathleen,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi, my profile has been fully verified and tomorrow will mark 14 days since I submitted my complaint. It’s still in the under review stage (as shown in my attachments) and customer service has been unable to give me a reason why it’s taking so long. I would like to move forward with processing my complaint.

Dear Kathleen,

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.

Hi,

it has not been recieved and there has been no updates from Spinsy

Thank you Kathleen for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Kathleen,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Spinsy Casino to join the conversation.

Dear Spinsy Casino,

We kindly request clarification regarding the status of the players' withdrawals that have not yet been processed on your end. Could you please inform us when the players can anticipate the funds to be credited to their accounts?

Hi! Good news I did get one of the withdrawals but not the rest yet.

Update my other 2 withdrawals, plus the new one I just put in today magically got cancelled by "me" according to customer service.

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 Kathleen,

Please accept our sincere apologies for the delay.

With regards to your submitted withdrawal requests, we can confirm that one of them was successfully completed. However, the others were cancelled by you before they reached the completion process.

In addition, we kindly ask for your patience while we do our utmost to complete the current withdrawal requests as soon as possible.

If you have any further questions, please don't hesitate to contact us.

Kind Regards,

Spinsy Casino Team

Dear Kathleen,

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.