Complaint #7 SpinitCasino

Casino decline small Refund

By martina g.

1 year ago

Dear AskGamblers Team,

I kindly ask for your assistance with a minor issue that ultimately concerns only one thing: fair play.

After a long time, I logged into this casino again and was offered a very generous 400% deposit bonus. I have attached screenshots as proof.

Unfortunately, the bonus was not credited after my deposit and also disappeared from the interface. Fortunately, I take screenshots in cases like this for precisely such reasons.

The live chat promised to look into it and get back to me via email. As expected, I did not receive a response and had to send a follow-up email myself. Shortly afterward, I was informed by email that “as per management decision,” no bonuses were available to me. No explanation was given, nor was it clarified why the system offered the bonus in the first place.

I understand that technical errors can occur. Some casinos will still grant the bonus in such cases as a gesture of goodwill. Others refund the deposit. Unfortunately, this casino falls into the category of those that are unwilling to refund unless the deposit is wagered, even though it could be easily reversed through their internal payment system “FunID” with just two clicks.

In summary: the casino makes an offer, the customer accepts and fulfills their part of the agreement. But when the casino fails to honor its end of the deal, the customer is expected to risk their money on slots instead of receiving a proactive refund or even a small goodwill gesture like a few free spins for their trouble.

I hope you share my view, and that this complaint is sufficient to encourage the casino to reconsider this business practice and handle such situations fairly in the future—rather than relying on the assumption that no one will bother complaining, especially over small amounts.

The attached screenshots of the casino website were automatically translated from German to English, so please excuse any translation errors.

Thank you very much!

Disputed Casino SpinitCasino

Reason Bonus not given

Amount €20

Discussion

AskGamblers

• Support Team

1 year ago

Dear SpinitCasino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

msg92

• Switzerland

1 year ago

Hello
excuse me, i forget it :( it was the minimum which the Website for this Bonus told, in this Case 20 Eur. (Screenshot before show the minimum)

thanks

AskGamblers

• Support Team

1 year ago

Dear @msg92,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

SpinitCasino Complaint Stats

Resolved 5 / 14

Avg. Amount $4,312

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

SpinitCasino Complaints

See all complaints for this casino

Payment is late

I would like to ask for help to receive my payment, which has been withheld for a long time, and I have not been paid 140,000 forints.

Withdrawals to be processed. With a processing time of three days. Please contact their withdrawal processing department so that they can do their job faster. I've been waiting for more than 1 month 2026 04 22

Unresolved

Ft140,000

Withdrawal cancelled and account under review no response from casino

So I deposited 1500€ on this casino played some games, mostly aviator won and lost something and after I wanted to withdraw the money i made 2 withdrawal requests cuz of the limit one was 750 and the other was 713, both via crypto cuz its the fastest, the first one I got no problem the 713 one got cancelled and my account was put under review, I contacted them via mail and days passed and I havent heard from the casino at all... they havent ever asked for any KYC, didnt notify me or anything, and they didnt respond at all on my email, I just got restricted...

Unresolved

€713

Withdrawal delayed for over 7 days no real explanation

I am writing to file a complaint against Spinit regarding a delayed withdrawal.

Withdrawal amount: 30,000 HUF

Request date: April 20, 2026

Payment method: Bank transfer

Current status: "Under review" for more than 7 days

My withdrawal has been stuck in "under review" status for over a week now, with no progress at all. I have contacted customer support multiple times, but I only receive generic responses saying there is a delay and that everything is fine.

No specific reason has been provided, and no additional documents have been requested from me.

This delay exceeds the normal and acceptable processing time. I believe this is an unfair practice and unnecessary stalling.

I kindly request immediate processing of my withdrawal, or a clear and specific explanation for the delay

If the issue is not resolved promptly, I am prepared to escalate this further to the relevant licensing authority.

I have attached screenshots as proof of my request and communication.

Unresolved

Ft30,000

Casino not replying to verification

I am submitting this complaint against Spinit Casino regarding €5,059 in winnings that I have been unable to withdraw.

The issue began on 20th January, when I was asked to complete account verification after requesting a withdrawal. Since then, I have fully complied with every request made by the casino.

Importantly, my liveness check was successfully completed and passed.

In addition, I have provided:

- Identification documents
- A selfie holding my ID in front of their website (as requested)
- Proof of address

As there is no option to upload certain requested documents within the verification section, I submitted the selfie via email.

Despite fulfilling all verification requirements, Spinit Casino has failed to acknowledge or process my documents. Even though the liveness check has been completed successfully, there has been no confirmation of verification, and my withdrawal remains blocked.

I have made multiple attempts to resolve this by:

- Contacting support via email
- Submitting a complaint through their official complaints channel

However, I have received no meaningful response, and the issue has been ongoing with no progress since 20th January. I have attached a screenshot of my last communication with the casino. The vague reassurance that the kyc department is analysing my documents is the only information they give.

At this stage, it appears the casino is deliberately delaying or avoiding completing the verification process in order to withhold my legitimate winnings.

Resolution requested:
I am requesting that Spinit Casino:

- Properly review and acknowledge all submitted verification documents
- Confirm that my account is verified
- Immediately process my withdrawal of €5,059

I have fully complied with all requirements and expect the casino to act in good faith and release my funds without further delay.

Unresolved

€5,059

Delayed payment processing outside of casino guidelines

I am filing this complaint against Spinit Casino regarding a withdrawal that has not been processed.

I requested a withdrawal of $1037 on 24/03/2026, and it has now been over a week with no progress. The withdrawal is still showing as pending.

I have contacted customer support multiple times through live chat, and every time I receive the same response stating there is a “delay in the finance department.” No clear explanation or timeline has been provided.

This delay exceeds the casino’s stated processing times of 3 days and is unacceptable. I have complied with all requirements, and there are no valid reasons for this delay.

I am requesting that my withdrawal be processed immediately.

If this issue is not resolved promptly, I will escalate this further through additional complaint channels and public reporting platforms.

Resolved

$1,037

I have PLN 166,000 to withdraw and I haven't withdrawn a single zloty yet

Good morning, I would like to file a complaint against Spint Casino regarding my winnings which I won over a month ago. The verification process is still ongoing. When you write to the chat or email, you will receive a response. Please wait patiently. We are working on your case. Please help me. I have PLN 166,000 to withdraw and I haven't withdrawn a single zloty yet. Thank you very much in advance and I am waiting for your reply. Best regards.

Unresolved

zł166,000

Casino has blocked my withdrawals

On 17.12. I made 211€ cashout from Spinit- casino. On 21.11. casino cancelled my cashout. No explanation has been given why was that. And also at the same time casino blocked my cashouts so I cant make new cashout.

Ive asked daily what is going on and explanation for this but casino only gives some nonsense automatic answers that some department is looking into this and just wait. But nothing happens.

Unresolved

€211

Withdrawal pending since 9 days

It's been 9 days since I submitted my withdrawal request. It still hasn't been processed. When I ask for updates via chat or email, I receive no explanation. All my attempts to understand the problem and try to fix it resulted in a simple automated message of lame apologies. Nine days is extremely long for a simple withdrawal of $300.

Resolved

$300

Withdrawal Request Stuck in Pending Verification

Hello,

I requested a withdrawal of €500 on August 17th, 2025, from my Spinit Casino account. Since then, the status has remained “pending verification” with no updates.

I also had two previous withdrawal requests that I cancelled myself, so this is the only one currently active. My account balance still shows over €8,000, but the €500 withdrawal has not been processed or credited to me.

I kindly ask for a clear explanation regarding:
• Why the withdrawal has been pending for over two weeks.
• When I can expect the €500 to be processed.
• Confirmation that my account is fully verified and not subject to any additional checks.

If this issue is not resolved, I will have no choice but to escalate the matter through external dispute resolution platforms and regulatory bodies.

I hope you can resolve this matter promptly.

Kind regards,