Delayed payment processing outside of casino guidelines

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...

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.

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.

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.

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,

I made I withdraw 500€ from Spinitcasino 22.7.2025. It has been almosttwo weeks and the withdrawall is still processing but nothing has happened. I have contacted customer support via chat and email and they just ask me to be parience and can't even tell me the reason why the withdrawal is delayed. I dont know what to do.

I requested a withdrawal of $750CAD on July 6/2025 and as of July 23/2025, I still have not received payment. My account is fully verified and there is no wagering bonus attached to my winnings. After countless chats and emails all I keep being told is to be patient and that my withdrawal is delayed. They have also told me that my withdrawal is in the “queue” and in the “final stage” but still nothing received. Their disclaimer states that withdrawals are processed within 3 business days and we are well over that.