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# Complaint Against Spinsy Casino

I am asking Casino Guru to investigate my experience with Spinsy Casino following my first deposit and first withdrawal.

I was a first-time player and won approximately **NZ$2,000**. I then attempted to withdraw my winnings.

## Withdrawal and delays

On 18 August I requested my first withdrawal of NZ$1,000. Because this was my first withdrawal, I contacted live chat and specifically asked whether account verification was required.

The agent Rodrigo checked my account and stated:

After checking your account I can see that verification is not needed at the moment."

I was also told my withdrawal was in the Finance Department queue and that withdrawals were normally processed within 3 business days.

On **20 August**, I contacted Spinsy again because the withdrawal was still pending. Rodrigo again confirmed it was in the Finance queue and said it should be completed soon.

On **21 August**, I contacted them again. I was again told it was in the Finance queue and should be completed soon.

Later that night, I discovered that the original **NZ$1,000 withdrawal had been cancelled/reversed and returned to my Spinsy gaming balance*. I had not requested the cancellation.

Conflicting explanations

I contacted Spinsy to ask why.

Agent **Sam** eventually told me:

"I can see your withdrawal was cancelled because of an issue on the provider's side — nothing you did wrong."

Sam then explained:

"The payment company had a technical problem."

I was told to submit the withdrawal again.

On **25 August**, I contacted Spinsy again because I had not received the promised email explaining the cancellation. I also asked whether verification was required.

Agent **Avery** again confirmed:

> "Verification is not needed at the moment."

However, Avery gave me a completely different explanation for the failed withdrawal:

"It was cancelled by your bank provider."

I therefore have two conflicting explanations: **Sam says the payment company had a technical problem; Avery says my bank cancelled it.**

I have received no clear evidence showing which explanation is correct, and I did not receive the promised email explaining the cancellation.

# Replacement withdrawal

After the original withdrawal was returned, I submitted another withdrawal.

I was concerned that using the same payment method could result in another failure, particularly after Avery said my bank had supposedly cancelled the first payment. I asked whether I should cancel it and use another withdrawal method.

Avery told me there was no need because the new withdrawal was in the queue and everything was progressing normally.

However, on **26 August**, I contacted Spinsy again and received the same response from Marty:

"I am happy to confirm that your withdrawal is in queue for processing by our Finance Department."

I explained that I had been receiving essentially the same answer since 20 August. I was again told to be patient.

## Withdrawal limits

I also discovered that my account was Level 1 and restricted to **NZ$1,000 per withdrawal and a maximum of three active withdrawals**.

This was only discovered after researching forums and speaking with support. The casino information had appeared to indicate withdrawals up to NZ$6,000, so as a first-time player I did not understand that my account was subject to the lower Level 1 limit.

I believe the applicable withdrawal restrictions should have been made clearer.

## Verification

I have repeatedly asked whether I need to verify my account before receiving my winnings and have repeatedly been told that verification is not required.

I am completely willing to provide any reasonable KYC documents. However, if verification is not required, I want to know why my winnings remain unpaid. If it is required, I want Spinsy to clearly tell me what documents are needed.

What I want Casino Guru to investigate

I ask Casino Guru to investigate:

1. Why my original NZ$1,000 withdrawal was cancelled after repeatedly being described as in the Finance queue.

2. Which explanation is correct: payment-provider technical problem or bank cancellation.

3. Why I did not receive the promised cancellation email.

4. Whether Spinsy can provide evidence of the alleged payment failure.

5. Why I have repeatedly been told verification is not required while my winnings remain unpaid.

6. Whether the withdrawal limits were sufficiently disclosed.

7. Why my replacement withdrawal continues to be delayed despite the stated processing timeframe.

I am willing to complete any reasonable verification and cooperate fully.

I am simply asking for my legitimate winnings to be paid without further unnecessary delay, a consistent explanation of what happened, and a fair resolution.

I have screenshots and complete live-chat transcripts available, including the statements from Sam and Avery giving the conflicting explanations.

Kind regards,

[redacted]

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear AMilner,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear AMilner,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No new developments just the same generic responses from the live chat agents.

Any updates please Casino guru ?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear AMilner,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean