Beschwerde #39 Spinsy Casino

Unjustified account closure after deposits

Von Sarahsyh78

vor 11 Monaten

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,

Unseriöses Casino Spinsy Casino

Grund Kontolöschung

Betrag €700

Diskussion

AskGamblers

• Support Team

vor 10 Monaten

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 Bewertungen

vor 11 Monaten

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

vor 11 Monaten

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 Bewertungen

vor 11 Monaten

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 Beschwerde-Statistik

Gelöst 38 / 40

Durchschn. Betrag $15,844

Durchschn. Dauer 9 Tage

Durchschn. Antwortzeit 2 Tage

Spinsy Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

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

CHF15,500

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

€1,400

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.

Gelöst

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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.

Gelöst

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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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$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.

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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).

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.

Gelöst

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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,

Gelöst

€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,

Gelöst

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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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zł2,350