Funds withheld despite submitting KYC docs

Quiero presentar una queja ya que se me hace imposible recibir una solución por parte de spinsy casino, hace dos semanas que solicité una retirada de 500€ y aún sigo a la espera por parte del casino para recibir el dinero.

Ya se me hace agotadora está situación de verdad que no puede ser posible que siempre me den la misma respuesta en el chat en directo " tenga paciencia que estamos trabajando para resolver su solicitud lo más pronto posible"

Quiero una ayuda para resolver mi situación de la mejor manera

Hola,

Comparto a continuación los detalles de ambos problemas de cancelaciones de retiros y retrasos continuados en las retiradas:

Mi primera solicitud de retirada el 18/09/2025 a las 18 de la tarde hora española, rechazada presuntamente por problemas con el proveedor de mi banco, sin embargo, me he puesto en contacto con ellos, no tenían constancia de haber anulado ninguna transferencia a mi favor. Siguiente solicitud de retiro rechazada el 24/09/2025 mismo problema, misma excusa.
Últimas solicitudes de retiro se realizaron el 24, 25 y 26 de septiembre de 2025, ya que en este casino no es posible retirar más de 500€ al día y en mi caso tengo pendientes 8000€ para retirar, sigo a la espera a día 01/10/2025 alguna respuesta de porque no se han actualizado el estado de mis transferencias, solo las mismas excusas de siempre, alto volumen de solicitudes, así una y otra vez. Todas mis solicitudes fueron rechazadas o ignoradas por Spinsy5.com Casino.

He revisado cualquier opción antes de tener que recurrir a interponer una queja, verificaciones de KYC pero según el casino no es necesario para mi cuenta, correos electrónicos, chat de soporte, charlas con una gestora de Spinsy5.com pero nada dio resultado y entiendan que es un tanto frustrante.

Nunca me han dado una explicación concreta de por qué han rechazado mis solicitudes de retiro, solo adjuntan un problema con el proveedor de pagos (mi banco), sin embargo, me comuniqué con ellos en cuanto me lo comunicaron, y me confirmaron que no hubo ningún rechazo ni inconveniente por su parte, de hecho, ellos no estaban al tanto de estas supuestas transferencias.

En el chat, a pesar de hablar día tras día, es prácticamente inútil con copiar y pegar, respuestas muy generales que no te ayudan en nada, te comunican que pasas a ser su prioridad, al día siguiente vuelves a contactar con ellos pero ya no pueden hacer nada porque hay una alta demora debido a un volumen alto de solicitudes.

Hasta ahora, considero que el trato ha sido bastante malo, pero tienen la opción de redimirse. Sigo dispuesto a cooperar, pero también me reservo el derecho de escalar el caso si el asunto continúa retrasándose.

PD: Adjunto imágenes de conversaciones con el chat de soporte donde se aprecia que solo dan largas y largas, hay muchas más, también tengo correos electrónicos donde me vienen diciendo lo mismo, hasta el punto que antes de retirar todo este dinero me llamó una supuesta gestora diciendome que no tenía que preocuparme por nada y si necesitaba algo que le hablase por Telegram (También tengo conversaciones con Anavazquezz, la gestora por Telegram). Cualquier cosa que necesiten avísenme,

Muchas gracias, un saludo.

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.

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.

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.

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,

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.