Complaint #35 Spinsy Casino

Delayed and declined payment

By Richardshaw1

1 year ago

I requested for a withdrawal at the beginning of May, which I waited the 3-5 business days that it may take but after a week I messaged through the live chat and got told there was a delay in payments. So, I waited another week, occasionally asking if my withdrawal would be processed and I would be told more or less the same thing every time I talked through live chat or through email. Eventually my withdrawal was denied and I was not given a reason for it to be denied. So, I requested for another withdrawal and nothing has happened and I am continuously told it will be processed “soon” despite me waiting a month and nothing changing about my withdrawal request.

Disputed Casino Spinsy Casino

Reason Delayed payment

Amount $238

Discussion

AskGamblers

• Support Team

1 year ago

Dear @Richardshaw1,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. 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.

Spinsy Casino

• Representative

1 year ago

Dear RICHARDSHAW1,

I am happy to confirm that your withdrawal has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Kind regards,
Spinsy Casino Team

AskGamblers

• Support Team

1 year ago

Dear Spinsy Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Spinsy Casino

• Representative

1 year ago

Dear RICHARDSHAW1,

Thank you for reaching out to us and we apologize for any inconvenience that might have caused.

We are working with the relevant department to proceed with your request in a timely manner.

As soon as we have an update we will let you know.

Kind regards,
Spinsy Casino Team

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

Account remained active after self exclusion request

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.

Resolved

€50

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 >

94h 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