Complaint #6 SpinsBro Casino

Terrible Responsible Gambling Procedures

By Slot s.

3 years ago

A week ago I asked live chat to exclude me from playing or to take a time out. They advised that they don't have the facility available to do so. They advised me to contact support via email. I have sent them two emails to exclude me both have been ignored. I just need to take a break from gambling and they're sending me marketing emails and saying "they don't have the facility". Despite their page saying chat support will offer time outs and exclusions. I have emailed the email given in chat multiple times now also. Proof of this can be provided.

Askgamblers are you aware you are promoting such a rogue casino??

Disputed Casino SpinsBro Casino

Reason Other

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

As apparent from the submitter's posts, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

rowanvella

• Ireland • 3 reviews

3 years ago

This is false and the account was active till at least the 27th.

You state in your responsible gambling section that requesting chat to time you out is an option, an option that I took into account before depositing.

You are hardly painting yourselves to be a trustworthy casino lying blatantly to players.

I have never experienced such blatant disregard for players from any casino and will not be replying to this any further.

Please note that I had multiple chats with two different agents and was given the same response.

SpinsBro Casino

• Representative

3 years ago

Dear player and dear AskGamblers team.

Dear player, Your account was closed immediately after you contacted our support email. This was on May 24th. The fact that you may have received an email from our product is a technical error that your email was not deleted immediately after your account was closed.
As I answered above, this error has been fixed and your email has been removed from our database.

Best regards,
SpinsBro team.

rowanvella

• Ireland • 3 reviews

3 years ago

Hey @askgamblers, they did close my account but only once this complaint went live. I am happy that this is resolved, however, I still think this complaint should be flagged and this casino should be highlighted for bad responsible gambling policies. I was told numerous times by agents that there is no facility to time out and that they cannot assist in cancelling an account. Emails were heavily ignored and during all this they let me spend €2600.

So yes, I am happy with the outcome of this complaint but please put a warning up about this casino for other players.

I can provide further evidence such as emails etc if you wish to do this.

SpinsBro Casino Complaint Stats

Resolved 12 / 12

Avg. Amount $906

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

SpinsBro Casino Complaint Summary

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

So far, 7 out of 7 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.

SpinsBro Casino Complaints

See all complaints for this casino

Ignoring request for self exclusion

Hi,

On August 26th 2026 i contacted the casino stating "i want to permanently lock my account because I have a gambling problem".

After a couple of days i recieved no answer so i set the maximum limit from the site, 2 weeks freeze of the account. This to give the casino some time to close my account.

After the 2 weeks my account was reopened and no action had been taken on my request to permanently lock my account.

Because of my addiction this led to me loosing additional money. I therefore request a full refund of all deposits made after 26/8-2026. A total of 500 Euro.

84h left

€500

10 days and counting

Today i have waited 10 days on my withdraw they are so slow according the chat normal withdraw time is 3 days so i dont know if they even going to send me my withdraw or what they are up to

This is what the chat tells me when i ask them to speed this up

"There are currently delays affecting many players due to the unusually high volume of withdrawal requests that our finance team is handling.
Our team is working to reduce the backlog and get withdrawals processed as soon as possible.
I apologise for the inconvenience."

So please help me

86h left

€306

Withdrawal pending for over 7 days

Fully verified at Spinsbro.

Withdrawal has been pending since the 4th. Chased on chat; the response is always 'KYC handles that'. Chased the KYC email. No response. The generic copy-and-paste responses from the support email are attached.

As others have experienced, the only way it seems to get a withdrawal is to start a complaint.

Poor casino and poor behaviour.

Claire

Resolved

€300

Withdrawal pending over 10 days and emails ignored

Fully verified and deposits withdrawals in the past no issue.

This withdrawal (attached) submitted on the 28/05. Have been on chat and sent numerous emails. I get the usual copy and paste 'Sorry for inconvienance, passed to our team, top priority'.

I am however getting no response on email and simply continuing to chase and hitting brick walls is silly and getting nowhere.

Askgamblers mediation is likely to improve the chances of this being resolved.

Thanks

Resolved

€606

Withdrawal pending for nearly a week

I have three pending withdrawals for a total amount of 750 euros - one for 400 euros (pending for 6 days) and two others for 150 and 200 euros pending for 5 days - the total amount is 750 euros pending.

I uploaded my ID through their website 6 days ago - the only thing their KYC tab required - and it’s still not checked.

Their support is useless and doesn’t handle withdrawal or verification questions. They told me to write an email to their kyc/finance team - well, I did write to them and have received no response! After I went back to demand an update on chat, they closed it and disabled my option to request a live chat!!! Atrocious treatment! Zero communication from this casino and zero updates on my funds - they are obviously delaying with the hope I cancel and play down the funds.

Their terms say 3 business days to process - we’re past this now.

I just want my money, which I won fair and square - no bonuses used or claimed at any point. It’s the worst experience in a casino I’ve ever had, and I now fear they’re scammers who will never pay my funds.

Help me out, please. I just want my money and to close the account afterwards.

To answer your questions:

1. Yes, I read the terms, and they are currently breaching them. Holding people’s money hostage for nearly a week is disgusting. How on Earth do they have an 8.9 rating?!

2. No, because they refuse to check my ID or communicate to me what exactly is needed!!!!

3. I have never claimed or used a bonus with them.

4. Bulgarian

My registered email with them is <removed>

Resolved

€750

Isn't paying me and not responding

Hi there.

I deposited in this casino about 10 days ago, and ever since,e they have refused to help me or do anything with my progress whatsoever. They are completely non-responsive.

This casino has the verify button locked, is not responding, and not paying out for 10 days. I have tried emailing them, and I have used live chat. I have tried every attempt, and there is just nothing on their end.

I have $950. They only allow $750 at a time. At this pace, I will never see any of my money

Please help

Thanks

Jenn

Resolved

$950

I can’t make a withdrawal and the casino has completely ignored me

I deposited 500$ and won, I now have 5112$ cad in my account. I sent in all the required documents to verify my account, they rejected many of them even though these are standard things I’ve always used to verify ( bank statements, utility bills, etc.)

They keep cancelling my withdrawal attempts and they’ve also completely stopped any contact with me. I’ve emailed their support team many times and they haven’t replied to me in a week. I tried using their live chat to contact someone and they closed the conversation midway through and now the live chat feature has been disabled.

So I can’t make a withdrawal and the casino has completely ignored me. Please help me I want my money and I also want to expose this casino and show how terrible it is so nobody else is in my position.

Resolved

$1,200

Verification has been going on for three weeks

The verification on the site was completed a long time ago, and the additional document was sent,

I have been waiting for three weeks and I get the same response from the casino.

Of course, this makes it impossible to withdraw money.

The casino chat has no contact with verification, which is a very bad idea.

Resolved

€97

Troubles with Withdrawal

Hi there,

I am attempting to withdraw 2800 CAD dollars from this casino. It has been over a week now and they continually deny my withdrawals without a reason. They simply state that it has been declined and to try again and it will work. But when I try again it gets cancelled again.

The casino only allows withdrawals in increments of 400 CAD once per day.

I have emailed their support about a week ago and still no response. I've tried emailing them multiple times. I tried using chat support and they keep saying to use email support. No one will give me any answers.

All I want is to withdraw my 2800 CAD and delete my account.

Please help me if you can. Thank you!

Resolved

$2,800

False advertising and refusal to set cool down period

Contacted live support last night to set a cool off period on my account while I waited to verification and withdrawals to be accepted.

I was told that I would have to contact via email.

Emailed support and was told that they do not offer cool down periods. contrary to there responsible gaming information listed on there site.

Hard to believe this is a casino I was suggested by AskGamblers to play on. the fact there is no user controlled gaming options should be a massive red flag, but denying a cool off period after being requested is down right corrupt.

Needless to say like many others who I'm sure utilize this feature to protect there winnings I was unable too and proceeded to lose my $1000 NZD balance.

Very disappointed and definitely will not be playing at this casino again.

Resolved

$1,000