Complaint #25 Spinrollz Casino

Spinrollz Casino Refuses to Release My Funds After Successful Account Verification

By Milan T.

1 week ago

Spinrollz Casino is delaying and refusing to pay out my money.

After I submitted a withdrawal request for €1,000, they required me to verify my account. The verification process was extremely exhausting and took a month and a half.

After a month and a half of daily communication with them, I finally managed to complete the verification successfully. I received an email confirmation from their side, which I have also attached here. They then immediately paid out my €1,000, which had been pending during that time.

After that, I had €5,423 remaining in my account.

A few days after they confirmed that my verification was complete, I submitted a new withdrawal request for €1,500, and that is when the new problems began.

Since nothing had happened for the next 10 days and the money had not arrived, I contacted their live chat support on their website to ask what was going on. After checking my account, the live chat support agent told me that everything was fine with my withdrawal request, asked me to be patient, and explained that they were currently experiencing a short delay with their payment provider and that my money would arrive soon. I am also attaching a screenshot of this conversation to this complaint, which shows the date on which the conversation took place.

Another three days passed, during which nothing happened again. I then sent them an email asking what was happening with my withdrawal request, which I had submitted 13 days earlier at that point. I received the same response as I had received through live chat: they apologized, asked me to be patient, and said they were experiencing a slight delay in their processing.

Another three days passed without any progress, so I sent them another email asking, "What is happening with my withdrawal?" They replied two days later, and at that point, after 18 days of waiting, they told me that my case had been forwarded to the relevant department and that someone would contact me soon.

Later that same day, I received an email requesting verification from me again!

They were asking me to complete the exact same verification process that I had only just finished, a process that had required a month and a half of daily communication with them and repeatedly submitting documents. This happened after I had already been waiting 18 days for my requested withdrawal. During those 18 days, I had been repeatedly told that everything was fine with my withdrawal request, that they were experiencing problems with their payment provider, that I should be patient, and that I would receive my money soon. On top of everything else, they were now asking me to provide the exact same documents that I had already submitted and had previously been verified.

I submitted the requested documents to them again. Five days have passed since then, and I have been messaging them every day. As of today, I have sent them a total of four emails over the past five days asking whether my account verification has been completed, but I have not received a single response.

It is simply unbelievable that a website would treat its customers this way.

Disputed Casino Spinrollz Casino

Reason Verification issues

Amount €5423

Discussion

89 hours left for Milan13 to respond.

Spinrollz Casino

• Representative

6 hours ago

Dear All,

Please accept our apologies and completely disregard the last message sent to you, which was transmitted in error.

We would like to confirm that your account and pending withdrawals are currently awaiting the completion of your account verification. Specifically, we still require a valid Proof of Address (POA), as the car insurance document provided earlier cannot be accepted.

Once submitted, our team will verify your document and proceed with your payout immediately. Thank you for your patience and understanding.

Best regards,
Spinrollz Team

Spinrollz Casino

• Representative

6 hours ago

Dear Player,

We would like to provide a quick update regarding your withdrawal requests.

We can confirm that your recent submissions have now been forwarded to the relevant department for processing. We will notify you as soon as the transactions are finalized.

Thank you for your patience and understanding!

Kind regards,
Spinrollz Team

AskGamblers

• Support Team

3 days ago

Dear @Milan13,

The AskGamblers Complaint Team is kindly asking you to assist the Spinrollz Casino team further and send the required verification paperwork.

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, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Spinrollz Casino

• Representative

3 days ago

Dear Player,

Thank you for your cooperation with our verification process.

Following a review of your uploaded documentation by our KYC department, please be advised that the car insurance document you provided cannot be accepted as a valid Proof of Address (POA). Under our regulatory verification standards, insurance policies or statements do not qualify as certified residential proof.

To complete your verification and proceed with processing your pending withdrawal, please submit an alternative document fulfilling the following criteria:

Accepted Document Types:

A traditional retail bank statement (official PDF download; statements from digital/EMI institutions such as Revolut, Wise, or Monzo are not accepted).

A utility bill (electricity, water, gas, or fixed-line home internet; mobile phone bills are strictly not accepted).

An official government or municipal letter (e.g., council tax or municipal assessment).

Once received, our team will prioritize the review to ensure your pending funds can be released without further delay.

Kind regards,
Spinrollz Team

Spinrollz Casino Complaint Stats

Resolved 16 / 16

Avg. Amount $707

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Spinrollz Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 15 out of 15 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Complaint Status

89h left

€5,423

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Spinrollz Casino Complaints

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Repeated withdrawal cancellations citing technical error

I made my first deposit on 16 July 2026 and claimed the welcome deposit bonus. I completed the wagering requirement the same day and began requesting withdrawals immediately afterward. I am trying to withdraw a total of €1,500, split into €500 installments due to the casino's €500/day withdrawal limit. Each withdrawal request requires a 24-hour wait before I can submit the next one, and then a 3-business-day processing period before I find out whether it was approved.

My withdrawals have been cancelled multiple times. I first attempted to withdraw using Zimpler, the same method I used to deposit. Each time, after waiting the full 3 business days, the withdrawal was cancelled by the casino with the explanation "technical error on the payment provider's side." This happened repeatedly with no resolution.

After several failed attempts via Zimpler, I was advised by the casino to try a wire transfer instead. I submitted a wire transfer withdrawal request, waited the required 3 business days, and this was also cancelled by the casino.

I have not cancelled any of these withdrawals myself. The repeated cancellations, vague "technical error" explanations, and the pattern of being redirected to a new payment method only to have that cancelled as well, strongly suggest the casino is deliberately delaying or avoiding payment rather than experiencing a genuine technical issue.

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I have read all the bonus terms, and the live chat support told me that the wager is okay and i will receive my funds.

However, i have made the withdrawal attempt 2 times already, and it has been canceled twice, first time they told me that it is a "technical error" and the second time, they did not even tell me. The agent just said "glitch"

I have waited 7 business days since the first withdrawal attempt, and i have still not received the withdrawal.

Now that it was canceled again, i put a new request in, and was told that i have to wait 3 business days again.

Complete xxxx, since i have not canceled it myself, and it is a problem in their end, or they are just delaying it on purpose to try to make me lose it back. And the chat agents always tell me that it is marked as "priority" but seems like priority for them is a week....

I have also sent questions through email to [email protected]

I am lost and need help with this :(

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My own experience is that withdrawals are not paid out. I made a withdrawal about two weeks ago, and every four days it is canceled.

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