Complaint #77 Spinsy Casino

Delayed monthly payments

By Neal M.

1 month ago

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 >

Disputed Casino Spinsy Casino

Reason Delayed payment

Amount €55000

Discussion

81 hours left for Spinsy Casino to respond.

AskGamblers

• Support Team

14 hours 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.

nealmcdaid13

• Ireland

3 days ago

Dear Spinsy Team,

Thank you for clarifying your position. However, your response still does not address the specific issue I raised.

I fully accept that the €7,000 monthly limit is a maximum rather than a guaranteed payout schedule, and I am not asking Spinsy to treat it as a guaranteed payment amount. My point is that where the monthly limit has not been reached, this does not by itself explain why withdrawals are being paid in relatively small amounts with significant gaps between transactions.

You refer to Section 6.14, which gives Spinsy the right to determine individual transaction limits and processing times. However, that clause does not appear to explain what the actual limits or restrictions are being applied to my account, nor why the available monthly allowance cannot be utilised more efficiently.

Your response also does not answer the specific questions I asked:

* How much of my €7,000 monthly withdrawal allowance was actually utilised last month?
* If the full €7,000 was not utilised, why was the remaining allowance not used to process more of my outstanding withdrawals?
* What specific “single-transaction limits” are currently being applied to my account?
* What “sequential verification queues” or other operational restrictions are causing the gaps between payments?
* Why can payments not be processed more frequently, such as daily, if there is no regulatory or monthly-limit restriction preventing this?

I am not asking Spinsy to bypass any rules, exceed any limits, or ignore verification requirements. I am simply asking for my withdrawals to be processed as quickly and efficiently as your own rules and operational systems permit.

Saying that my withdrawals are being processed “as swiftly as operational workflows allow” does not provide a practical explanation or timeframe, particularly when the underlying restrictions have not been identified.

I therefore respectfully ask Spinsy to provide the above information and, most importantly, to escalate my case to the relevant department and arrange for the largest and most frequent payments possible so that my remaining balance can be cleared without unnecessary delay.

I have cooperated fully throughout this process and would appreciate Spinsy now taking concrete steps to accelerate the outstanding withdrawals rather than simply referring back to its general terms and conditions.

Kind regards,

Neal

Spinsy Casino

• Representative

3 days ago

Dear Player,

Thank you for your response and for sharing your perspective.

We would like to clarify that the monthly withdrawal limit associated with your VIP level represents a maximum total cap permitted within a calendar month, rather than a guaranteed or mandatory payout schedule for every cycle.

Furthermore, as outlined in Section 6.14 of our Terms and Conditions:

"The Company reserves the right to make payments according to individual schedule, set the minimum and maximum amount per one transaction and the time for this transaction, which may differ depending on the withdrawal method, your account level or other relevant factors."

Accordingly, individual transactions are subject to internal processing flows, single-transaction limits, and sequential verification queues.

Please be assured that we are actively monitoring your account and remain in direct communication with the relevant department to ensure that your submitted withdrawal requests are processed as swiftly as operational workflows allow.

Kind regards,

Spinsy Casino Team

nealmcdaid13

• Ireland

1 week ago

Dear Spinsy Team,

Thank you for your response. I understand that my withdrawals are subject to the €7,000 monthly limit applicable to my VIP level. However, I don’t believe this explains the issue I have raised.

My concern is not the existence of the €7,000 limit, but why payments are being made in relatively small amounts and with gaps between them when the monthly limit has not been fully utilised.

As I understand it, Spinsy did not reach the €7,000 withdrawal limit during the previous month. If that is correct, could you please explain why the remaining allowance was not used to process larger or more frequent payments?

A monthly limit represents the maximum that can be withdrawn during the month; it does not appear to explain why payments must be unnecessarily delayed or why available capacity within that limit cannot be utilised.

I am therefore asking Spinsy to reconsider the payment schedule and, where possible:

* Pay the remaining balance in full; or
* Process the largest payments possible; or
* If that is not possible, process payments more frequently, ideally daily.

I am not asking Spinsy to exceed any applicable limit or bypass any regulatory requirements. I am simply asking for my funds to be paid as quickly as the applicable limits and payment system allow.

If there is an additional restriction preventing larger or more frequent payments, beyond the €7,000 monthly limit, I would appreciate Spinsy clearly explaining what that restriction is.

In particular, please confirm how much of my €7,000 monthly allowance was actually utilised last month and why the remaining allowance could not be used for my withdrawals.

I have been patient and cooperative throughout this process, and I hope Spinsy can now provide a practical solution to speed up the remaining payments.

Kind regards,

Neal

Spinsy Casino Complaint Stats

Resolved 42 / 42

Avg. Amount $14,757

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Complaint Status

81h left

€55,000

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Spinsy Casino Complaints

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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

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€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.

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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.

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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.

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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.

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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.

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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.

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Spinsy Casino -Not processing withdrawal

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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.

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1500 euro withdrawal and 3000 euro still pending after repeated issues

Hello AskGamblers Team,

I am once again forced to open a new complaint against Spinsy Casino.

Despite the previous case being resolved and my strong hope that things would finally improve, I am now facing the same issue all over again. I currently have three withdrawals pending — three for €500 and €3,000 in my account — and they remain unprocessed with no clear explanation or timeline.

Frankly, I could not believe that after the last incident and all the public attention it received, Spinsy would continue to act this way. Their behavior is deeply disappointing and borderline deceptive — they operate on the edge of being a scam.

I have always been a fair, and loyal player, but these repeated delays and copy-paste replies from their support make it impossible to trust them any longer.

Once again, I want to sincerely thank the AskGamblers team for your support and fairness. You were the only reason I eventually received my previous payments, and I truly appreciate your work for protecting players like me.

I now kindly ask for your assistance once more, to ensure that Spinsy Casino pays the pending €4,500 in total (€1,500 + €3,000) and stops this ongoing pattern of delay and avoidance.

Thank you very much for your time and your continued help.

Best regards,

Resolved

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