Complaint #71 Spinsy Casino

Self Exclusion not granted

By Annemarie C.

2 days ago

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.

Disputed Casino Spinsy Casino

Reason Self-exclusion

Amount €490

Discussion

Ladyluck1479

• Ireland

3 hours ago

I have received an email from Spinsy,
They have looked for my bank account details to make payment.

Spinsy Casino

• Representative

11 hours ago

Dear AskGamblers,

we have now sent you an email asking for the credentials of the customer so we can try and resolve the issue.

Thank you in advance!

Best Regards,
Team Spinsy

Spinsy Casino Complaint Stats

Resolved 38 / 38

Avg. Amount $16,112

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Spinsy Casino Complaints

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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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Please get my withdrawals processed.

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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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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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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,

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After marking it as resolved in good faith, I submitted a new withdrawal of €1,000, and once again, Spinsy Casino is delaying payment. At this point, this situation has become extremely frustrating — every withdrawal turns into a struggle.

It feels like we have to chase them each time just to get what is rightfully ours. This constant back-and-forth is exhausting and unacceptable.

Please reopen this case and assist in ensuring that Spinsy Casino processes this withdrawal without further excuses or delays.

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Complaint description:

On October 3, 2025, I asked Spinsy Casino support to immediately block my account because of a gambling problem. Despite this, my account remained active, and I was able to make additional deposits.

I repeated my request the next day, warning that I would file a complaint. Since I clearly mentioned a gambling addiction, my account should have been blocked without delay under responsible gambling rules.

I am requesting a refund of the deposits made after my first self-exclusion request, as the casino failed to act on time.
I have attached copies of my emails to Spinsy support as proof.
I have sent the screenshots confirming my contact with the casino support team by email to AskGamblers support.

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I would like to file a complaint against Spinsy Casino regarding unpaid winnings and unfair treatment.

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€1,000

€500

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Customer support has failed to provide any clear answers, and the situation feels arbitrary and unfair.

I kindly ask AskGamblers to assist me in resolving this matter and ensuring that Spinsy Casino honors my winnings and processes the pending withdrawals.

Thank you for your assistance.

Best regards,

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I am therefore filing this complaint in the hope of finally receiving my funds.

Thank you in advance for your assistance.

Best regards,

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