Beschwerde #24 Spinsy Casino

Self exclusion policy

Von Ruben A.

vor 1 Jahr

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.

Unseriöses Casino Spinsy Casino

Grund Verstoß gegen die AGB des Casinos

Betrag €27

Diskussion

AskGamblers

• Support Team

vor 1 Jahr

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

• Rumänien

vor 1 Jahr

Hello,

Yes I have received the refund finally.

Kind regards.

Spinsy Casino

• Representative

vor 1 Jahr

Dear Rubenek10,

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

Kind Regards,
Spinsy Casino Team

Rubenek10

• Rumänien

vor 1 Jahr

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 Beschwerde-Statistik

Gelöst 38 / 40

Durchschn. Betrag $15,844

Durchschn. Dauer 9 Tage

Durchschn. Antwortzeit 2 Tage

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Beschwerde wegen verzoegerter Auszahlung Spinsy Casino

Sehr geehrtes AskGamblers-Team,

Ich möchte hiermit eine Beschwerde gegen Spinsy Casino einreichen.

Am 16.08.2025 habe ich insgesamt 15'500 CHF im Spinsy Casino gewonnen. Die ersten drei Auszahlungen in Höhe von je 500 CHF (insgesamt 1'500 CHF) wurden innerhalb der vorgesehenen Frist bearbeitet und anstandslos ausbezahlt.

Am 20. August 2025 habe ich die nächste Auszahlung in Höhe von 500 CHF beantragt (das Casino erlaubt pro Tag maximal 500 CHF auszuzahlen). Bis heute, dem 3. September 2025, befindet sich diese Auszahlung jedoch noch immer im Status „in Bearbeitung“.

Auf meine Nachfrage beim Kundendienst erhielt ich lediglich die Antwort, dass es derzeit Verzögerungen bei Auszahlungen gebe. Dies widerspricht jedoch klar den AGB von Spinsy Casino, in denen zeitgerechte Auszahlungen zugesichert werden.

Ich empfinde diese Verzögerung als nicht akzeptabel und möchte daher um Unterstützung durch AskGamblers bitten, damit Spinsy Casino die ausstehenden Auszahlungen schnellstmöglich bearbeitet.

Ich danke Ihnen im Voraus für Ihre Hilfe.

Mit freundlichen Grüßen

< full name remove >

Ungelöst

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1400 und noch keinen Cent erhalten

Hallo
Ich warte schon seit über eine Woche auf meine Auszahlung von 500 habe noch weitere 900 am Konto kann nur in 500 am Tag ist ok aber das i immer nur hören es gibt Verzögerungen habe sie Geduld mehr kommt da net .
Des kann’s ja echt net sein oder ? Ich habe alles versucht aber emails kommen glei gar nix zurück
Können sie mir vielleicht helfen ?
Lg

Ungelöst

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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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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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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.

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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).

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I am being told it is due to payment delays overall and that the finance team is working on it.

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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,

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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.

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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.

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