Complaint #38 Spinsy Casino

Unjustified account closure after deposits

By Sarahsyh78

1 year ago

Hello,

I am writing to report an unacceptable situation regarding the arbitrary and unjustified closure of my account on Spinsy casino , which occurred on June 7, 2025, after I made several deposits.

My balance was zero before these deposits, yet the casino allowed me to deposit money and play normally. Without any warning or explanation, my account was then closed, depriving me of access to my account and deposited funds.

This practice is not only against basic player protection rules but also illegal, as an operator cannot accept deposits and then block an account without valid reason or explanation. Such conduct may be considered abusive and an unfair commercial practice.

Therefore, I demand a full and immediate refund of all deposits made, as I have been denied my fundamental right to access my account and funds.

I am attaching screenshots of my correspondence with customer support, translated into English, and remain available for any further information.

Thank you for handling this complaint with the utmost urgency and for promptly confirming the receipt and processing of my request.

Best regards,

Disputed Casino Spinsy Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following a careful review and consideration of all information, details, and/or evidence presented by both parties during the complaint process, the AskGamblers Complaint Team has concluded that Spinsy Casino management acted in accordance with their Terms and Conditions.

The player's account has been reopened, and the verification process can now be completed. As for the deposits that were made and played prior to the account closure, these cannot be refunded as the funds were already lost through gameplay.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Sarahsyh78

• 1 reviews

1 year ago

Hello,

I have read your latest response, and I must say I find it both unsatisfactory and evasive.

Let me be clear:
I did not request a “gesture” of goodwill. My account should never have been closed in the first place, as I did nothing to justify such an action. You continue to avoid providing any explanation for the closure — no violation, no warning, no communication.

Simply reopening the account does not undo an abusive and unjustified decision, nor does it compensate for the treatment I received. You closed my account suddenly, without cause, the day after I deposited and played. That is not a "technical issue" or a "gesture" — it's a clear lack of transparency and fairness.

Citing your Terms & Conditions to avoid accountability is not acceptable when you have:

Provided no specific reason for the account closure,
Applied your internal policies in a one-sided way,
Offered no explanation despite repeated requests.
Reopening the account as a supposed favor changes nothing. You are using your own rules to excuse what appears to be an arbitrary shutdown of a paying customer’s account.

I stand by my original position:
This was a wrongful and unprovoked closure, and your process raises serious concerns. I reiterate my demand for a refund of the deposits made under these circumstances.

I expect a real response to the substance of this complaint — not repeated references to terms you apply selectively.

Kind regards,
Sarahsyh78

Spinsy Casino

• Representative

1 year ago

Dear All,

After further investigation there were no actual deductions made during the account closure, any money won by the customer was also played down by them during normal gameplay.

As a gesture of goodwill we reopened the account allowing the customer a chance to continue normal activity with a condition that the account verification is passed.

The verification is within our rights under the T&C section 5:

"By 5.5 accepting these Terms and conditions, you agree that we are entitled to carry pot additional security checks to verify account information and activity in line with applicable regulation and security and anti-fraud procedures, by carrying out verification via calls / phone, face verification or other such verification as is required to ensure that you are who you say you are "

Furthermore, as it has been already mentioned as per our T&C:

"6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet."

Therefore, according to the aforementioned articles, there is no refund available for player's account.

Best regards,
Spinsy Casino Team

Sarahsyh78

• 1 reviews

1 year ago

Hello ,

I have already received the same message — "We are checking with the relevant department" — several times now, but no real update or resolution has been provided.

This delay is unacceptable. I have clearly explained my situation, and I expect a concrete answer — not repeated generic replies. It is your responsibility to treat your customers seriously and to respond within a reasonable timeframe.

I kindly ask you to treat this matter with the seriousness it deserves and respond accordingly.

Kind regards,
Sarahsyh78

Spinsy Casino Complaint Stats

Resolved 42 / 43

Avg. Amount $15,868

Avg. Complaint Duration 10 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 38 complaints in this category have been resolved.

This operator's average complaint duration is 10 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.

27h left

€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 >

Unresolved

€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