Complaint #12 SpinsUP Casino

Bonus Not Applied Deposit Withdrawal Restricted No Resolution After 72 Hours

By Omega C.

2 months ago

Message on forum

I made a deposit on March 27, 2026 after receiving a promotion stating that a 100% bonus would be credited instantly upon any deposit and that there is no minimum deposit requirement.

My deposit was received at approximately 5:03 AM, and the bonus was not applied. I contacted support immediately, and the issue was escalated.

It is now March 30, 2026, and I have still received no response from the promotions team and no resolution has been provided.

Additionally, I was informed that I must wager my deposit three times before withdrawing, despite no bonus being applied. This restricts access to my own funds.

I have not used any of the deposited funds.

I am requesting either the bonus be applied as advertised or a full refund of my deposit due to misleading promotional terms, restricted funds, and unreasonable delay

Disputed Casino SpinsUP Casino

Reason Bonus not given

Amount $10

Discussion

AskGamblers

• Support Team

2 months ago

Dear all,

As apparent from the submitter's latest post, 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.

hennabenna

• British Columbia

2 months ago

The withdrawal has now been received and the issue is resolved.

However, I will be closing my account permanently.

The experience involved multiple escalations, lack of clear communication, and inconsistent handling of a straightforward issue. A promotional offer was not applied as advertised, the resolution was delayed, and I was initially asked to provide extensive personal and banking information for a minimal refund.

While the refund was eventually processed, the overall handling of this case did not meet reasonable expectations.

I request that my account remain permanently closed and that I no longer receive any promotional communications.

SpinsUP Casino

• Representative

2 months ago

Dear AskGamblers,

While we would normally request bank details to process a manual refund, in this case the player may proceed with submitting a withdrawal request via their account, which will be approved accordingly.

This reflects the agreed refund, and no further action is required from the player beyond placing the withdrawal request.

Kind regards,
The SpinsUp Team

hennabenna

• British Columbia

2 months ago

I have now received an email from the casino requesting extensive personal and banking information (including account number, transit, SWIFT, etc.) in order to process a $10 refund.
I have attached a screenshot of this request.
This is not reasonable, especially since the original deposit was made via Interac e-Transfer, which can be returned using the same method without requiring sensitive banking details.
I am still willing to accept the refund, either via the original payment method or through a standard withdrawal request from my account.
At this stage, the issue remains unresolved until the funds are returned using a reasonable method.

SpinsUP Casino Complaint Stats

Resolved 7 / 7

Avg. Amount $2,583

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

SpinsUP Casino Complaints

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Spinsup delaying my payment for a long time

Hello askgamblers,

I won 6000$ almost a month ago, I went through all the verification, then they disabled my account for some reason, but emailed me saying they will pay my win. It's been 13 days since they said they will pay me. I've been touching base with them every couple of days and they keep telling me "we apologize for the delay and they will handle it as soon as possible"

Please AskGamblers to help me get paid.

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$6,000

1383 CAD delayed payment

Hello

I've been chasing after the casino since the end of October to get my money...

I had already verified my account on the website and had also sent all the requested documents via email as well...

The website had also requested my bank info, which I immediately sent, but here we are 3 weeks later, my account is disabled, and still no funds received...

The amount is 1383 CAD

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$1,383

Disabled account and silence

I played on the casino and won 11000$.

After the wagering for my bonus was complete my account got disabled.
I wrote to the casino daily for 3 days before I got a response to which they asked me for a list of documents to send them.

I sent them everything on that list and waited to hear back from them. I emailed them daily asking them if they got everything and if they needed anything else, but from that point on there was nothing but silence.

Can you help me establish communication with the casino and get my balance paid please.

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Deposit not credited since 4 days

Dear Askgambler Team,
I wish to write a complaint about my missing deposit on spinsup casino. On 30th June 2025 I made 2800 INR deposit using UPI. It's successfully sent from my account. On deposit page, user needs to submit UTR transaction reference number to submit the deposit. I followed the same on spinsup deposit page but they were not able to credit the deposit amount within given time and timeout occurred on deposit page. I immediately contacted support live chat and provided my deposit screenshots, I was initially told to wait for 24 hours to receive the deposit amount. Later I was again told to wait for 72 hours since the deposit date. Now it's 4 days passed but still my deposit is missing and I am getting only auto replies over the chat. Support team unable to provide exact details. I decided to write an email to support team but unfortunately even after sending reminder emails, nobody replied to my email even they did not acknowledged my email also. Now I am feeling helpless and have no clear idea where exactly my deposit is. I request you to kindly look and investigate the matter and help me to receive my deposit. Attaching some screenshots for reference.

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Withdrawal denied Over max bet

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2nd deposit freespins are suddenly no deposit freespins and suddenly have a win limit

Hello,

I would like to issue a complaint about spinsup casino.

I played my 2nd deposit freespins and managed to finished the wager.
After successful verification, I requested 4 withdrawals with a total of 3327,12€.

After a few days, the withdrawals were rejected and I had a balance of only 50€ in my balance.

I contacted their live chat to figure out what happened.
The lady from live chat support told me that winnings from no deposit freespins are limited to 50€.

I told her that this must be a mistake. The winnings were from my 2nd deposit freespins. Those are deposit and not no deposit freespins and not limited.
She checked it and agreed that it was a mistake. She told me that she will have finance department take care of my issue and contact me.
This didnt happen so I contacted their live support again.
This time they just said that those were no deposit freespins and I won't receive my winnings.

Something weird also happened in my bonus history.

My first deposit freespins are titled "1st Deposit Bonus 1 - FS"
when my 2nd deposit freespins are suddenly titled "2nd Deposit Bonus 1 - NDFS".

I think FS was changed to NDFS at some point in order to justify the rejection. Because I remember that it was originally titled the same.

But let's go with the argument, how my second deposit freespins can be no deposit freespins? And what are No deposit freespins then?

Resolved

€50