Spinsy Casino - Igrač tvrdi da mu je isplata odložena.

I have been repeatedly asked for the same documentation over and over (Drivers license, Proof of address, Bank statements etc) and have not yet been provided with a proper reason for my withdrawals to be blocked. I currently have a €500 withdrawal pending for the last 7 days and they will not allow me to withdrawal more even after becoming a VIP on their website which is supposed to allow me to make larger withdrawals. In addition they asked me for my bank statement in pdf form after sending it as a screenshot which I did and have now said that I must submit verification as my account requires it but don’t give me any link or place to submit any documents. In short, they say my account requires verification but do not allow me to submit verification so I’m not able to do anything at this current moment to continue verifying more even after me sending them the ideal proof of address they needed in the pdf form they requested. I have screenshots of emails that do not help whatsoever and all of my transaction history and proof of my previous verification submissions. I have attached as many images as I could including the bank statement I sent them except in pdf format as the casino asked, evidence of my submission and then the screen I am currently presented with asking for verification but giving me no way to verify.

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 nealmcdaid13,

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

I have emailed them in regards to them not allowing me to verify and am waiting for a response. I have been fully cooperative with the casino but I don’t appreciate how they have not allowed me to continue to verify my account. As soon as I have a response I will let you know.

Dear nealmcdaid13,

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.

Yes thank you for your reply. I have now been asked to send a valid proof of address which I have done. My name, my address and the time frame within 3 months has been sent to them over a week ago now. They said it would usually take up to 3 business days but it has been well over that time period now. I have continued to email them in regards to this but I have been getting unhelpful replies telling me they are sorry for the inconvenience and it shouldn’t be much longer. I’ve heard this in every case of my verification thus far it was the same for my proof of identity. This has been the longest wait so far. I believe they are still trying to delay my withdrawal process as much as possible. I will attach images to show you. It has been taking more than a week for them to verify my proof of address. They told me it would take up to 3 business days. Seems like they’re still trying to delay as much as they can hoping I will gamble my winnings. I will not allow that to happen.

Dear nealmcdaid13, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

1. I have not made any successful withdrawals before. I have had the same €500 pending withdrawal since I won my winnings (22nd of May).
2. I am still waiting on my proof of address to be verified and it has nearly been 2 weeks. (everything else has already been verified. Proof of identity etc).
3. I won my winnings without a bonus and completely with my own money.
4. I played on the casino game roulette and won all my money on roulette without any active bonus.

Thank for your response Karla and thank you for your time. I’ll attach screenshots of my entire interaction with spinsy through our email chats below now. You can see how every response they give me is similarly worded and all with the same outcome, delaying my withdrawal process as much as they can. I will attach images now in a separate message bellow this as they don’t fit in the attachment limit, you will be able to find them below this message. Thank you again for your response and time it is much appreciated.

This is the continued email chats between me and spinsy that continue in order from the images above:

These are the last images i’m sending that link to the images above. They include me and spinsy most recent emails:

Hello nealmcdaid13,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear nealmcdaid13,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin L., (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello nealmcdaid13,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you not to play your balance any further at this point.

I would also like to invite the Spinsy Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Does the casino require any additional documents? Alternatively, are there any specific issues with the documents nealmcdaid13 provided?

Please give us some guidance on how to proceed.

Dear all,

Thank you for contacting us.

We would like to inform you that your withdrawals is successfully completed, regarding the pending withdrawal it will be proceeded soon.

Kind regards,

Spinsy

Dear Casino representative,

thank you very much for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until nealmcdaid13 confirms his withdrawals have been paid out.

Dear nealmcdaid13,

thank you for your patience, please keep us informed about the current state of events.

Hello,

I would like to express my disappointment regarding the significant delays I have experienced with my withdrawals up until now.

I have been waiting since 22nd May, and although I understand that verification procedures are necessary, I was advised that the verification process would take up to 3 business days. Instead, my withdrawals were effectively delayed for over a month, with my first payments only beginning to arrive from 23rd June onwards.

As a VIP Level 5 member, your withdrawal policy states that I am eligible to withdraw up to €20,000 per month. Due to these prolonged verification delays, I have only been able to receive approximately €6,500, whereas I should have been able to withdraw €20,000 during that period. Had the delays not occurred, I would now have been able to withdraw €26,500 in total.

This situation has been extremely inconvenient and has caused unnecessary delays in accessing my legitimate winnings. The verification process has unfortunately prevented me from making full use of the withdrawal limits available to my VIP status, despite these delays being entirely outside of my control.

With that in mind, I would greatly appreciate it if you could make an exception and process the remaining balance of approximately €64,000 in full, or otherwise significantly increase my withdrawal allowance. Doing so would help rectify the impact of the delays, save a considerable amount of time for both myself and your payments team, and would be greatly appreciated given the exceptional circumstances.

I have been patient throughout this process and have cooperated fully with every verification request. I therefore hope you will take these circumstances into consideration and provide a fair resolution.

Thank you for your time, and I look forward to your response.

Dear nealmcdaid13,

I fully understand your frustration with the process, thank you for your message and outlining your point of view.

Dear casino representative,

thank you for the update, we are happy to hear that some of the player’s withdrawals have already been processed. Please also let us know your position regarding the player's proposal.

In case it is not feasible, could you please confirm the player’s current remaining withdrawable balance and the withdrawal limit that will be applied going forward? As a VIP Level 5 member, the player should be eligible to withdraw €20,000 per month.

We would also appreciate clarification on whether the withdrawal limits could be reduced simply because the player is no longer actively playing while waiting for his winnings to be paid.

Dear all,

Thank you for the patience.

We understand your frustration but rest assured that our team is doing all the necessary to process your request.

We have forwarded a request to speed up the process once again to the relevant department.

To ensure fairness and compliance, please note the standard withdrawal limits outlined in Section 6.11 of our Terms and Conditions. As a reminder, you agreed to these General Terms and Conditions when creating your account:

All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

We hope we can finalize your requested withdrawals as soon as possible.

Kind Regardrs,

Spinsy

Dear casino representative,

Thank you for your response.

Could you please confirm the exact withdrawal limit that will apply going forward, and whether this limit may be reduced because the player is no longer actively playing while waiting for his winnings to be paid?

Dear nealmcdaid13,

could you please clarify your current withdrawable balance?

The remaining balance is €61,000 with €1500 pending and I just received €1500 this morning that was pending since last week.

Dear nealmcdaid13,

thank you for keeping us informed, we will now try to monitor the situation and wait for the casino's response.

Dear all,

Thank you for the reply.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Spinsy

Dear all,

Thank you for the patience.

As we previous mention in our email we understand your frustration but rest assured that our team is doing all the necessary to process your request.

We have forwarded a request to speed up the process once again to the relevant department.

To ensure fairness and compliance, please note the standard withdrawal limits outlined in Section 6.11 of our Terms and Conditions. As a reminder, you agreed to these General Terms and Conditions when creating your account:

All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

We hope we can finalize your requested withdrawals as soon as possible.

Kind Regardrs,

Spinsy

Dear casino representative,

Thank you for your response. However, we would still appreciate a straightforward answer to our previous questions.

What exact withdrawal limit will apply going forward, and can this limit be reduced because the player is no longer actively playing while waiting for his winnings?

Dear nealmcdaid13,

Could you please update us on the current status of your funds, including how much has already been paid and how much remains pending?

Yes hello again, I haven’t received anything since my last payment and the casino has lowered my vip level even more now so I can’t withdraw as much. It has been lowered from the max level 5 to the minimum level 1. This is not fair and I can only withdrawal €500 at a time now.

Dear nealmcdaid13,

Please be informed that our daily and monthly withdrawal limits are outlined in Section 6.11 of our Terms and Conditions. Unfortunately, we are unable to make exceptions to these limits.

As a reminder, here are the relevant sections of the General Terms and Conditions you agreed to upon account creation:

Section 6.11: All withdrawals are processed according to our monthly withdrawal limits and take into account the VIP status of the customer.

Section 6.13: Customers may have a maximum of three (3) pending withdrawals on their account at any given time.

Currently, your VIP account level is 1 out of 5, which allows you to withdraw up to €500 per day and €7,000 per month.

Thank you for the patience and understanding.

Kind regards,

Spinsy

Dear casino representative,

thank you for your response and outlining your position.

Dear nealmcdaid13,

we fully understand your frustration with the limit reduction, particularly after the earlier verification delays.

However, VIP status and its associated benefits are generally awarded at the casino’s discretion and change depending on the casino’s internal criteria. Based on the applicable Terms and Conditions, the only clearly stated withdrawal entitlement currently confirmed for your account is the Level 1 limit of €500 per day and €7,000 per month.

While we would welcome the casino maintaining the higher VIP withdrawal limit in such circumstances, we cannot require it to provide benefits beyond those guaranteed by the published terms.

We would still like to continue monitoring your withdrawals, and whether they are processed within the stated €7,000 monthly limit. Please keep us updated regarding all further payments received. If possible, please also let us know how many funds you have received in July / last 30 days so far.

The casino is now no longer allowing me to make any more withdrawals. I have only recently been lowered to the VIP level 1 so I should still be entitled to my full €7,000 per month as stated in their terms. As of now they do not allow me to make any more withdrawals. When I try to do so it tells me that i’ve reached my daily limit or I should try again tomorrow. This is completely unacceptable and extremely unprofessional . I still believe it is the most fair option to allow my €20,000 they still have failed to owe my for the first month and to also allow me to continue withdrawing €500 until my €7000 euro limit is complete. Thank you for your time and hope to hear from you soon.

Dear nealmcdaid13,

thank you for keeping us updated, I hope the withdrawal process is renewed soon. While you are waiting for the withdrawals to come, I would once again like to advise you not to play your balance any further.

Dear casino representative,

would it be possible to provide us with a full transaction history of the user, showing all withdrawals and their dates?

Dear Martin,

Thank you for the reply.

We are currently looking into the matter and will provide an update as soon as possible.

Kind regards,

Spinsy

Dear Martin,

Thank you for the patience.

We are currently experiencing technical issues attaching documents to our emails. We appreciate your patience and will provide the requested files as soon as possible.

Kind regards,

Spinsy

Dear casino representative,

thank you for your message and for letting me know. In case it is not possible to send a full file, screenshots attached in the body of the message should also be sufficient.

Dear All,

We apologize for the ongoing technical issue but we still are not able to share any attachments in our emails; the problem still persists on our end.

We are writing to confirm that total withdrawals for the month of July have reached the maximum monthly limit of 7,000 EUR, fully utilizing the allowance without exceeding it.

A total of 6 withdrawals were successfully processed as follows:

July 1: 1 withdrawals (1,500 EUR)

July 2: 1 withdrawal (1,500 EUR)

July 3: 1 withdrawal (1,500 EUR)

July 9: 1 withdrawal (1,500 EUR)

July 12: 1 withdrawal (500 EUR)

July 13: 1 withdrawal (500 EUR)

We hope this clarifies the matter for you.

Kind regards,

Spinsy

Dear Casino Representative,

Thank you for your message and for providing the withdrawal breakdown.

Dear nealmcdaid13,

Based on the information provided, the casino processed a total of €7,000 during July, corresponding to the monthly withdrawal limit currently applicable to your account.

We fully understand that the earlier verification delays and subsequent reduction of your VIP level are frustrating, especially considering the substantial remaining balance. Nevertheless, VIP benefits are generally granted at the casino’s discretion, and the available evidence shows that your winnings are now being paid according to the confirmed Level 1 withdrawal limit.

Please also note that publicly stated withdrawal limits are already considered in our Safety Index evaluation and may negatively affect a casino’s rating. We therefore cannot penalize the casino further merely for applying a documented withdrawal limit, provided that it consistently honors that limit.

As withdrawing the entire balance may take several more months, we cannot keep the complaint open throughout the full payment period. Before proceeding with closure, could you please confirm whether you accept the current outcome and the continuation of payments under the €7,000 monthly limit?

Please do not play the remaining balance. If the casino fails to resume payments in August or does not honor the stated monthly limit, you may contact us and request that the complaint be reopened.

Yes that is completely understandable just to be clear does my monthly payments resume again at the start of the next month or is it a specific date?

Dear nealmcdaid13,

thank you for your message and confirmation. I believe the records should reset in August, which should enable you to withdraw further 7000 EUR.

As the casino is currently processing your winnings according to the applicable withdrawal limit, and withdrawing the entire balance may take several more months, we cannot keep the complaint open throughout the full payment period. For now, we will therefore be forced to close it.

Please continue requesting withdrawals from August onward and, most importantly, avoid playing with the remaining balance. If the casino does not resume payments during August or subsequently fails to honor the stated €7,000 monthly limit, please contact us and we will reopen the complaint.

Thank you to both parties for their cooperation.