Complaint #19 Spinarium Casino

Problems with the withdrawing already third time again

By Lewinsky48

1 year ago

Message on forum

I have a problem with the payout again... It is also something abnormal happens in the meantime: I have a high level, at the moment 32, two weeks ago the score of my level was 29 and then my payout amount per day was around 10,000 €, I won a high amount three days ago 8,000 € and suddenly my payout amount is still 1,000 € while my level is now 32. I have no email at all from the casino stating that the conditions have changed. In the meantime they have paid a payment of 850 € and a payout of 100 €, because I can only pay out 1000 € per day at the moment. The second day I requested 877 € but the payment is stuck. The third day exactly the same 877 € was requested and 119 € was requested. I have sent the manager several emails to withdraw the amounts but she comes up with different reasons not to withdraw the money. I also asked her in the first email why my withdrawal amount has become 10 times smaller, but she just doesn't answer. Meanwhile my balance is more than 12000€. I need help, otherwise they will continue to delay the payment. It is against the rules of the casino, the withdrawal should be done in 24 hours. It has been two days and I haven't gotten a decent answer. Please help me to withdraw the full amount. Kind regards.

< full name removed >

Disputed Casino Spinarium Casino

Reason Delayed payment

Amount €12000

Discussion

AskGamblers

• Support Team

11 months ago

Dear @Lewinsky48,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we can understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lose the validity of your claim against the operator which led to the rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Lewinsky48

11 months ago

I lost €20,000 this time due to frustrations

Lewinsky48

11 months ago

i lost the money. but now i have a new problem because i won the tournament 110€ and i didnt get the money
you guys should do something with the casino. thats unbelievable what they do. that even goes against their own rules^
i lost the money . but now i have a new problem because i won the tournament 110€ and i didnt get the money

they should pay a compensation. and get sanctions

AskGamblers

• Support Team

11 months ago

Dear @Lewinsky48,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note 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 complaint 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.

Spinarium Casino Complaint Stats

Resolved 3 / 6

Avg. Amount $5,749

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Spinarium Casino Complaints

See all complaints for this casino

Cash withdrawal of 2200 euros

It has now been over two days since I requested a withdrawal, and despite multiple follow-ups, I am still waiting for my funds. What’s more troubling is that the casino keeps changing the reasons for the delay, none of which hold up under scrutiny.

To clarify:

My account is fully verified, and there are no restrictions in place.

I have successfully received previous withdrawals into my bank account from this same casino.

I was told that my bank is blocking the payment, but after contacting the bank directly, I can confirm that no such block or issue exists on their end.

This is now the third time I’ve had to deal with unexplained withdrawal problems from this casino. Their actions appear to violate their own terms and conditions.

Thank you for your time and support in helping resolve this issue not only for me, but for others facing the same unjust treatment.

Resolved

€500

Verification Delayed 18 day complete still pending

Dear Ask gambler team,

I have submitted my all kyc documents at 11 May but still there are no update regarding kyc verification, and I have 57K balance when I ask then for withdrawal my fund they ask me that they need approx 60 Day for game verification, I can't understand what can I do now, I think they are never slove my problem.

So dear team please help me 🙏😭

Help me for withdrawal my money.

Unresolved

₹57,000

Account placed on 28 days hold after successful document submission

I am a registered player at Spinarium Casino. I recently submitted all the required documents for account verification, and as per the standard process, I expected my account to be verified within a reasonable timeframe.

However, after submitting my documents, my account was unexpectedly placed on hold for 28 days without any detailed explanation or communication from the support team. I have reached out to customer support, but I have not received a satisfactory response or clarification regarding the reason for such a long hold, despite fulfilling all verification requirements.

I have not violated any terms or conditions of the platform, and I believe this delay in resolving my account status is unfair and unprofessional. I am requesting AskGamblers to assist me in resolving this issue with the casino and help lift the hold on my account as soon as possible.

Unresolved

Unjustified Withdrawal Delays Misleading Advertising

I am filing this complaint against Spinarium Casino due to serious violations regarding withdrawal processing and misleading advertising.

1. The casino deliberately delays withdrawals without providing any valid reason, even when all verification requirements have been met.
2. They falsely advertise large same-day withdrawals, but in reality, these are never processed as promised.
3. Lack of communication – customer support ignores requests or provides generic responses without resolving the issue.
4. These practices encourage players to continue gambling with their winnings instead of receiving their funds, leading to financial harm and potential gambling addiction.

In my case, I won €25,000, and instead of receiving the full amount as expected, the casino imposed an arbitrary restriction, allowing me to withdraw only €1,000 per day. This forces me to wait 25 days to access my own funds, which was never clearly stated beforehand.

Furthermore, this practice violates the casino's commitments and fair play principles. It forces players to log in daily to check whether their withdrawal has been processed or arbitrarily canceled, increasing the likelihood that they will be tempted to gamble and lose their winnings—exactly what happened in my case.

The casino intentionally creates obstacles: you can request multiple €1,000 withdrawals (e.g., 10 requests), wait an entire day, only to have most of them canceled without explanation. You never know if or when your withdrawals will be processed. Additionally, when payouts are finally approved, they are reduced to €920–950 instead of the full amount.

These actions appear to be deliberate and designed to exploit players rather than honor their rightful winnings. I request an immediate resolution and full withdrawal of my winnings as initially promised. I am prepared to provide all necessary evidence to support my claim.

Thank you for your assistance.

Unresolved

€25,000

Withdrawal request not honored

I am writing to raise a complaint regarding unfair practices by the casino in handling my withdrawal request.

On January 7th, I reached a balance of 985.80 USDT, requested a withdrawal, and self-excluded myself for one year on the same day. Shortly after, I received an email from support requesting documentation for KYC purposes. I promptly submitted the required documents within minutes.

I was informed by customer support that the withdrawal could be canceled within a 24-hour timeframe if the kyc is still not completed. My KYC verification was successfully completed early the following day, well within this period. However, I noticed later that my withdrawal request had been canceled.

To my frustration, I was informed that I can no longer request a withdrawal due to my self-exclusion status, and I am now being told I must wait a full year to withdraw my funds. This decision is unreasonable and illogical.

It is clear that management can manually process the payment without undue delay, avoiding unnecessary complications.

And for your information i previously made a withdrawal on the 13th of december without even getting my account verified.

I kindly request your intervention to ensure the management team processes my withdrawal manually. This would reflect fair practice and avoid an extended, unjustified delay in receiving my funds.

I appreciate your attention to this matter and look forward to your prompt resolution.

Resolved

$986

Check how they payout before playing at this casino

I used Etransfer to deposit to this casino. It was accepted no problem.

Verification took 5 days...but after 5 days it went through. Then I went to do a withdrawal. I assumed, like other online casinos, I would be able to withdraw using Etransfer as well. No. The only options they gave me were "Credit cards, Ewallet or Crypto" They do not have Etransfer as a withdrawal option.

So, I put in a credit card to withdraw, Was not accepted. I did this using "5" different credit cards. None would work. When talking to instant chat, they told me to keep trying different cards or to try again later.

This has been going on for 3 days. So unless you use Ewallet or Crypto....I would stay away from this casino.

I don't have any type of e-wallet account, but I suppose I will have to open something now if there is any hope of getting my winnings.

Resolved

$5,000