Complaint #5 Freespinz Casino

1000 EUR withdrawal delay

By IOSVRG

2 months ago

Hello,

I requested my withdrawal 4 days ago (04.13).

According to the casino's rules, they transfer it within 3 business days. After 3 days, the customer service promised that they would start the transaction by the end of today (04.16)! It is still being processed (04.17),

I contacted the customer service again, where they wrote that the delay is because they are checking the gameplay (I think it is a fake reason) and that they will transfer it soon, but they do not say any timeframe for the transaction.

I would like to receive the amount because for a casino, it is a small amount!

I made the deposit with a bank card, and I would like to receive it! (not in cryptocurrency) If you can take my money, then at least in 2026 you can send it, especially since the card service works.

Disputed Casino Freespinz Casino

Reason Delayed payment

Amount €1000

Discussion

AskGamblers

• Support Team

2 months ago

Dear @IOSVRG,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Freespinz Casino

• Representative

2 months ago

Hello,

Thank you for your patience.

Please note that while we aim to process all withdrawals within the stated timeframe, delays may occasionally occur due to necessary security and account verification checks. As outlined in our Terms and Conditions (section 9.1.4), we do not guarantee that there will not be any delay in the processing or receipt of deposits or withdrawals.

Your request is processed, and your funds should be transferred via your original payment method.

We appreciate your understanding.

Freespinz Casino Complaint Stats

Resolved 4 / 5

Avg. Amount $753

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Freespinz Casino Complaints

See all complaints for this casino

No withdrawal option on the site

Hello,
I made a deposit on freespinz casino and I won. Right now I have the sum of 66£ on my account and this is my first time on this site but the crazy part is that I want to make with withdrawal but there’s no single option for me to make withdrawal with.
I have contacted the support but I was told to clear cache and also use another browser but not work out. I reach out to them on email, I was told the my account have been restored and I can proceed with my withdrawal but on getting there the issue is the same
You can’t have deposit option and no withdrawal option on the site.
Pls help and look into it. It sucks

Resolved

£66

Withdrawals delay issue

I would like to report that my withdrawal request on the Freespinz website has not been processed since April 19, with the reason given being maintenance of the payment system. However, the delay has now become quite significant. I would also like to note that I have never experienced any issues or delays before, and I requested the withdrawal using the same method I used for the deposit (bank card). Additionally, I have another pending withdrawal of approximately €500 that has been awaiting processing since April 22. I hope that both withdrawals will be processed in the coming days.

Resolved

Ft605,000

Delayed withdrawal that has significantly exceeded the casino’s stated processing timeframe

I am submitting this complaint regarding a delayed withdrawal that has significantly exceeded the casino’s stated processing timeframe.
On March 31st at 02:25, I requested a withdrawal of 60,000 HUF (~150€). As of today, the withdrawal remains in “pending” status and has now exceeded 5 full days without being processed.
According to the casino’s Terms & Conditions, withdrawals are typically processed within up to 3 business days. This timeframe has clearly been exceeded.
I have contacted the casino’s support multiple times (at least 4 occasions). Each time, I received generic responses stating that the payment would be processed “shortly,” without any actual progress or concrete explanation.
In their latest responses, the casino stated:
- The 3 business day timeframe is not guaranteed,
- They cannot provide any estimated timeframe,
- They cannot disclose the reason due to “internal security procedures”
- The delay may involve third-party payment providers.
This effectively leaves my withdrawal in an indefinite pending state with no transparency or accountability.
I would like to emphasize that I am a regular and long-term player at this casino. In the past, withdrawals — including larger amounts — were processed significantly faster, often within minutes after approval. This makes the current situation even more concerning.
I have also given the casino additional time (an extra 12 hours after the 5-day period elapsed) to resolve the issue, but no action has been taken and no further response was received.
At this point, I am requesting:
- Immediate processing of my withdrawal,
- A clear explanation for the delay,
- Assurance that no unjustified restrictions are being applied.

I am submitting this complaint in good faith and hope for a quick resolution.

Thank you.

Resolved

Ft60,000

Arbitrarily stole my deposit

I found this new casino via casinofreak.com. It looked good and I deposited with a sports deposit bonus. Four bets later on the Champions League, where I won with two, they deducted almost all of my balance.

I asked customer service what had happened, and they said it was "suspicion of fraudulent behavior". I asked them what seemed fraudulent in depositing and playing the Champions League. That seems completely normal to me.

I asked them for any evidence or explanation at all, but they fail to provide any, just repeating that the decision is taken by the administration and is final. Naturally, this is not a very satisfying response and increases my suspicion that it is Freespinz who is a site engaging in fraudulent behavior by taking the honest funds of their new customers.

Unresolved

€350