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Since May 18th, I have had 3 active withdrawals of 500, which would total 1,500. I write in the chat for information, and they keep telling me the same thing: that it's a delay from the finance department.

Desde el 18 de mayo tengo activo 3 retiros de 500 que en total serían 1500, escribo en el chat para que me den información y me dicen los mismo todo el tiempo, que es un retraso del departamento financiero.

Dear elism04,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hello, it's been 14 days and I still haven't received any payment from the bank. I've contacted customer service, but they haven't given me any concrete answers.

Hola, ya van 14 días y aún no recibo ningún pago de parte de la entidad, me comunico con atención al cliente y no me dan respuesta concretas.

Dear elism04,

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.

Hello, I'm still waiting and haven't received a response from the entity.

Hola, aún sigo esperando y no recibo respuesta departe de la entidad.

Thank you elism04 for all the information provided. I will now forward your complaint to my colleague Martina (martina.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear elism04,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinsy Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear elism04,

Thank you for contacting us.

We would like to confirm that in regard to your withdrawal requests, they have all been completed, except for one pending form dated 13 May 2025, which has been forwarded to the appropriate team for processing.

After reviewing your account, we've also noticed that you've submitted several withdrawal requests and then cancelled them before they were completed.

We recommend that you leave these requests active, as cancelling them means that you'll have to start the process all over again.

We hope this helps clear things up for you!

Kind regards,

Spinsy Casino Team

Spinsy Team, thank you very much do the update!

Dear elism04

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Dear elism04,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru