Complaint #81 Spinsy Casino

Account remained active after self exclusion request

By Otto980

3 weeks ago

On December 18, 2025, a permanent self-exclusion request explicitly citing a gambling addiction was sent via email to [email protected]. Spinsy Casino failed to process the request or lock the account.

Because the account remained unrestricted following the self-exclusion request, a deposit of €50 was subsequently made on September 17, 2026, and lost.

Desired Resolution:
A full refund of the €50 deposit made after the self-exclusion request sent on December 18, 2025. Screenshots of the sent email with full expanded headers and the account payment history are attached. Luckily deposit amount was small, but it should never happened and i could have played a lot more.

Disputed Casino Spinsy Casino

Reason Self-exclusion

Amount €50

Discussion

AskGamblers

• Support Team

1 week 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.

Otto980

1 week ago

I can confirm that I have received the 50 EUR refund in my bank account. Thank you very much to the AskGamblers Team for your help with this complaint. This case can now be marked as resolved!

Spinsy Casino

• Representative

1 week ago

Dear Player,

Thank you for submitting your banking coordinates.

Your refund is scheduled to be processed tomorrow, October 22, 2026. Please allow 3 to 5 business days from the processing date for the transfer to clear and credit your bank account.

Thank you for your patience while we assisted you with this request. We now consider this case closed and resolved.

Best regards,
Spinsy Team

Otto980

1 week ago

I confirm that I accept the 50 EUR refund as a full and final settlement.

I have just sent an email from my registered email address to [email protected] with all of my requested banking details so the refund can be processed. I will update this thread and mark the complaint as resolved as soon as the 50 EUR arrives in my bank account.

Thank you to the AskGamblers Team for your help!

Spinsy Casino Complaint Stats

Resolved 43 / 43

Avg. Amount $14,415

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Spinsy Casino Complaint Summary

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

So far, 37 out of 37 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.

Spinsy Casino Complaints

See all complaints for this casino

Delayed monthly payments

Dear AskGamblers Complaint Team,

I am seeking your assistance regarding ongoing delays with withdrawals from Spinsy Casino.

I won my funds fairly and legitimately while playing roulette on 22 May. Since then, I have experienced continuous delays in receiving my winnings. Initially, the verification (KYC) process took approximately one month to complete, during which my withdrawals remained pending.

As the delays continued, I opened a complaint with Casino Guru. Their mediation was helpful, and as a result I began receiving some of my withdrawals. Consequently, the complaint was marked as resolved.

However, despite this progress, I have only received €15,000 of my total winnings. My total balance amounted to €70,500, leaving an outstanding balance of approximately €55,500 that has yet to be paid.

One of my main concerns relates to the withdrawal limits based on VIP status. For a period of time, I held VIP Tier 5, which is the highest VIP level and allowed for monthly withdrawals of up to €20,000. Shortly after withdrawals began to be processed, my VIP status was reduced to the lowest tier, significantly reducing my monthly withdrawal limit to €7,000. This has substantially extended the time required to receive funds that were won while I was playing and progressing through the higher VIP tier.

We are now in August, and my monthly withdrawal limit has refreshed. Despite this, I have not received any withdrawal payments for nearly a week. Given my previous experience with prolonged delays, I am becoming increasingly concerned that the agreed monthly payments may once again be delayed.

I would like to emphasise that I have always remained patient and cooperative throughout this process. I appreciate the payments that have already been made and understand that withdrawal procedures can take time. My intention is not to unfairly criticise the casino, but simply to ensure that the remaining balance is paid in accordance with the applicable withdrawal limits and without unnecessary further delays.

For this reason, I am respectfully requesting AskGamblers’ assistance in mediating this matter. I hope your involvement will help ensure that the monthly withdrawal payments continue to be processed consistently until my remaining balance has been paid in full.

Thank you for taking the time to review my complaint. I appreciate any assistance you can provide.

Kind regards,

< first name removed >

74h left

€55,000

Delayed withdrawal with no reason or details

I requested a withdrawal, over a week ago. I was given a timeline of 3 days to withdrawal and did not receive my funds. I was then given a timeline of 5 days, and I’ve still not received my funds.

I have a fully verified account with all KYC checks complete. My winnings were not from bonus funds or anything related.

The casino will not provide me with any detils of the delay at all.

The support team will not give me a case number, and keep sending me generic emIls

Resolved

€1,500

Delayed payments on winnings of 6000 NZD

Casino says payout time is 3 Business days. It has now been 8 days, and not a word about when I will get paid?

Every time I email its just an AI response apologising for delays.

I currently have 3 separate withdrawals of 1000 NZD each, all waiting, with another 3000 I can't withdraw because you can't have more than 3 requests at once.

Resolved

$6,000

Withdrawal pending for over 10 days

I am writing to file a complaint regarding Spinsy Casino. I have a total of €1,500 in pending withdrawals (made up of three separate withdrawal requests of €500 each) that have not been processed for more than 10 days now.

I have completed all required account verification (KYC) and met any applicable wagering requirements. Despite this, the withdrawals remain stuck in “pending” status, well beyond the processing times stated by the casino itself (typically 1 to 5 business days, or 72 hours maximum according to their own terms).

I have contacted Spinsy’s customer support about this issue, but I have not received a clear resolution or an updated timeline for when I can expect to receive my funds.

I would like to request AskGamblers’ assistance in mediating this matter with the casino, so that my withdrawals can be processed and the funds released to me as soon as possible.

I am happy to provide any supporting documentation (screenshots of withdrawal requests, account status, and support correspondence) if needed.

Thank you for your help.

Resolved

€1,500

Self Exclusion not granted

On 31st May2026, I informed Spinsy that I have a gambling addiction and requested permanent self-exclusion from your casino. I subsequently confirmed my request and asked that my account be closed immediately. Despite this, my account remained accessible, allowing me to continue depositing funds after my disclosure of a gambling problem.

To date, I have not received confirmation that my account has been permanently closed, nor have I received a substantive response regarding my refund request. The total amount deposited following my self-exclusion request is now €490.

I am therefore formally requesting:

Immediate confirmation that my account has been permanently closed and self-excluded.

Written confirmation of the date and time this action was completed.

A full refund of the €490 deposited after I notified Spinsy of my gambling addiction and requested permanent self-exclusion.

A final response to my complaint within your stated complaints handling timeframe.

Given that I clearly disclosed a gambling addiction and requested permanent exclusion, I believe Spinsy had a responsibility to act promptly to prevent further gambling activity on my account. The continued availability of my account after my request is the basis of my refund claim.

Resolved

€490

Spinsy Casino Delaying Withdrawals for Over 27 Days Despite Final Stage Claims and No KYC Issues

I am submitting a complaint regarding delayed withdrawals at Spinsy Casino.

I currently have three pending withdrawal requests of $750 each (total $2,250 CAD) the max I can withdrawl according to the casinos tier system maximum withdrawl amount and number of requests allowed at any given time. These were submitted between March 20 and March 22, 2026. As of today, these withdrawals have been pending for over 27 days.

According to the casino’s stated processing time of 1–3 business days, this delay is significantly beyond reasonable expectations.

I have successfully completed withdrawals previously. My two previous successful withdrawal deposits came exactly 14 days after making the first of three subsequent withdrawal requests each time. So a total of six requests paid out in two seperate deposits spread out over 28 days.

My account is in good standing:
No KYC verification has been requested or required. There are no bonus restrictions or violations on my account.

Despite this, I have received multiple responses from customer support over several weeks stating that my withdrawals are:
“in the final stages of review”
delayed due to “high volume”
“being processed as quickly as possible”

These responses have been repeated almost identically by different agents on different dates, without any meaningful update or timeline provided. Then yesterday I recieved the exact same email response from the same agent, WORD-FOR-WORD which I had recieved on April 9th.

Additionally, when I attempted to verify the casino’s licensing information via live chat, support was unable to confirm whether the license is publicly displayed on their website and redirected me to “administration,” without answering a basic yes/no question.

This raises concerns about transparency, though my primary objective in this complaint is to receive my pending withdrawals.

I have been attempting to request, immediate processing of my three pending withdrawals totaling $2,250 CAD as well, a clear explanation for the prolonged delay beyond stated processing times. But it has become clear that I require assistance as the casino is unresponsive to me in any meaningful way.

I will attached supporting evidence including:
Withdrawal request confirmations and dates.
Account balance and pending withdrawal screenshots.
Email correspondence showing repeated scripted responses.
Live chat transcript regarding licensing inquiry.

(Before hitting send I see I am limited to a certain number of attachments. Please let me know where I can send additional documents).

Thank you very much for your assistance,
Shanne_99.

Resolved

$2,250

Multiple delayed withdrawals once again

I have three withdrawals ($2250 in total) that have been pending for much longer than what is specified in Spinsy's
terms and conditions. This is an ongoing issue. I make withdrawals, Spinsy does not abide by there terms and conditions, and then I have come on here, make a complaint to get the money. It has been a week and a half of going back and forth with support to try to acquire my withdrawals.

Please get my withdrawals processed.

Resolved

$2,250

Multiple delayed withdrawals

Hello,

I have three withdrawals that have been pending for much longer than what is specified in Spinsy's terms and conditions.

It has been a week and a half of going back and forth with support to try to acquire my withdrawals.

This is not the first time Spinsy has done this, and I am getting very frustrated.

I can see from the other complaints that it happens a lot.

Please get my withdrawals processed.

Resolved

$3,000

2250 withdrawal being held with no help from support

I won 2250 over the course of the weekend ( January 10/11 2026. Withdrawals are capped at 750 a day meaning i have to wait a day in between each withdrawal to get the next started. My withdrawals were submitted January 11,12,13. Each time i reach out i get the same generic answer “processing times are delayed but payment is with financial department” my withdrawal for January 11/12 should have been completed and the one for the 13 should be completed on friday the 16th. I’ve emailed support with no response back forcing me to chat with live support who all have the same generic answer. I’ve never had issues withdrawing before but it seems since it’s a large amount they trying to force me into playing it back. I’d love for an actual answer or when my winnings will be deposited since they like to never give a clear answer considering they state on there website 3 business days - Monday to Friday.

Resolved

$2,250

Spinsy Casino -Not processing withdrawal

I requested a withdrawal of CA$559 from Spinsy on October 31, 2025. It has now been 9 business days, and the withdrawal is still sitting in the "Under Review" stage (stage 2/5).

I have reached out to the support multiple times to check why the payment is being delayed.

I am being told it is due to payment delays overall and that the finance team is working on it.

I find this unacceptable, especially as they were unable provide me with a timeline of when I can expect to see progress, and continue to provide general, vague responses to my queries.

Resolved

$559