Complaint #21 SpinsBro Casino

Verification has been going on for three weeks

By Mariusz T.

1 year ago

Message on forum

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.

Disputed Casino SpinsBro Casino

Reason Verification issues

Amount €97

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following an email confirmation from the complaint's submitter, 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.

AskGamblers

• Support Team

1 year ago

Dear @MMM8888,

The AskGamblers Complaint Team is kindly asking you to clarify the total amount of the disputed withdrawal request/s and let us know in a timely manner if you have received the payment/s.

Please be notified 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 complaints 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.

SpinsBro Casino

• Representative

1 year ago

Dear player and Askgamblers administration , we would like to inform that the player received all his withdrawals after account verification and for now there is nothing in his account with which there can be a problem, because all was made according our rules
With respect, Spinsbro casino!

MMM8888

• Poland • 15 reviews

1 year ago

The documents were sent a long time ago, when you answer a question, look what your department wrote back. Don't make a fool out of me because I know how verification works. Your answers only serve to prolong the dispute because you can't afford to pay out 90 EURO, you are in a state of collapse, the poor casino will give you these funds and close your account because I will report it to the gambling commission

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

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

Deposit not credited in SpinsBro Casino

Hello,

My complaint is simple. I made a deposit of 60 euros to my spinsBro account, my card was charged but no money was credited to casino account.

It shows as pending. I contacted the suport. They say its a bank issue and they canot help....

Offered 20 freespins (0.20e a spin. Which is laughable compensation)

Please help me get my money back from these scamers.

Resolved

€60