Complaint #23 Spinsy Casino

Self exclusion policy

By Ruben A.

1 year ago

Good afternoon.

I requested self-exclusion from my casino account by email 3rd of March because they don't have the option in the gaming account itself, and they're ignoring me.

After requesting it and waiting several days, I've lost 27 euros, and they still haven't self-excluded me.

I'm attaching a screenshot of the emails. The conversations are in Spanish. I hope you will understand. As you can see they answered to me 10 days after and today after 14 days still I have access to my account

I also want to add that I've had several chat conversations, and they're ignoring me

I demand immediate self-exclusion and a refund of the 25 euros.

Disputed Casino Spinsy Casino

Reason Terms violation

Amount €27

Discussion

AskGamblers

• Support Team

1 year 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.

Rubenek10

• Romania

1 year ago

Hello,

Yes I have received the refund finally.

Kind regards.

Spinsy Casino

• Representative

1 year ago

Dear Rubenek10,

We are pleased to inform you that your refund of 25 EUR has been successfully completed.

Kind Regards,
Spinsy Casino Team

Rubenek10

• Romania

1 year ago

Hello,

Since 03rd of March waiting for exclude the access to my account.

Since 12th of March waiting for the refund that you confirm me by email.

Really that your answer is that you are checking the case with the relevant team???

Please do your job. Refund me the 25 euro and exclude me.

Waiting for a quicky answer.

Ruben

Spinsy Casino Complaint Stats

Resolved 38 / 38

Avg. Amount $16,112

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Spinsy Casino Complaints

See all complaints for this casino

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

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

€4,500

Again the same issue

Hello,

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.

Thank you for your continued support.

Best regards,

Resolved

€1,000

Ignored my exclusion request

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.

Resolved

zł2,350

Withdrawals unpaid for over a week

Hello AskGamblers Team,

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

My total balance amounts to €8,000, of which I requested several withdrawals. Three withdrawals remain pending and have not been processed for over one week now:

€1,000

€500

Previously, Spinsy Casino paid withdrawals without issues. However, since these winnings, they suddenly downgraded my account to VIP Level 1 without explanation, and my withdrawals have been stuck ever since.

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,

Resolved

€8,000

I still have not received my money despite my numerous follow-up

Hello,

I am contacting you regarding a one-month delay in payment. Following my winnings, I requested a first withdrawal of €500 on 09/08 and a second withdrawal of the same amount on 10/08. To this day, I still have not received my money despite my numerous follow-ups with Spinsy’s customer service.

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

Thank you in advance for your assistance.

Best regards,

Resolved

$1,000