Complaint #71 Spinsy Casino

Self Exclusion not granted

By Annemarie C.

3 weeks 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

AskGamblers

• Support Team

2 weeks 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.

Ladyluck1479

• Ireland

2 weeks ago

Dear Ask Gamblers, Please close complaint as case is resolved

AskGamblers

• Support Team

2 weeks ago

Dear @Ladyluck1479,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note 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 complaint 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

2 weeks ago

Dear all,

thank you for the patience.

We are happy to confirm that your refund 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.

We appreciate the understanding regarding the matter.

Best Regards,
Team Spinsy

Spinsy Casino Complaint Stats

Resolved 39 / 39

Avg. Amount $15,713

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:
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Despite this, I have received multiple responses from customer support over several weeks stating that my withdrawals are:
“in the final stages of review”
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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,
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Please get my withdrawals processed.

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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.

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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.

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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.

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Complaint description:

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I have attached copies of my emails to Spinsy support as proof.
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