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Hello,

I share below the details of my withdrawal issue:

My last withdrawal request was made on September 25th, although I had already attempted several withdrawals in previous weeks. All of my requests have been either rejected or ignored by Spinsy5.com Casino.

They have never given me a concrete explanation as to why they have rejected my withdrawal requests, they only attach a problem with the payment provider (my bank), however, I contacted them as soon as they told me, and they confirmed that there was no rejection or inconvenience on their part, in fact, they were not aware of these supposed transfers.

In the chat, despite talking day after day, it's pretty much useless with copy-and-paste, very general answers that don't help you at all.

I rate the treatment so far as quite poor, but they have the option to redeem themselves. I remain willing to cooperate, but I also reserve the right to escalate the case if the matter continues to be delayed.

Hola,

Comparto a continuación los detalles de mi inconveniente con los retiros:

Mi última solicitud de retiro fue realizada el 25 de septiembre, aunque ya había intentado efectuar varios retiros en semanas anteriores. Todas las solicitudes realizadas o han sido rechazadas o ignoradas por parte del Casino Spinsy5.com

Nunca me han dado una explicación concreta de porque me han rechazado las solicitudes de retiradas, solo adjuntan un problema con el proveedor de pago (mi banco), sin embargo, me he puesto en contacto con ellos al instante de que me lo dijesen, y me confirmaron que no había ningún rechazo ni inconveniente por su parte, es más no sabían de esas supuestas transferencias.

En el chat a pesar de hablar día tras día, sirve más bien para poco con respuestas de copia y pega y muy generales que no te ayudan en nada.

Califico como el trato dado hasta el momento bastante malo, pero tienen la opción de redimirse, yo sigo dispuesto a cooperar, pero también me reservo el derecho a escalar el caso si continúa retrasándose el asunto.

Dear player,

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 the 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

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, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Understood, I'll come back in a week when your estimated deadline is up, and if you still haven't made the payments, I'll let you know.

Thank you very much, you will hear from us.

All the best

Entendido, volveré dentro de 1 semana cuando se cumpla el plazo estimado por ustedes y si todavía siguen sin realizar los pagos se lo haré saber.

Muchas gracias, tendrán noticias.

Un saludo

I also need you to keep in mind that my first withdrawal request has been denied since the 18th, and the rest have followed suit. I need to make 16 more withdrawals since I have a total balance of €8,000, and I don't know how much longer they can be delayed. Every time you contact them by email or through the support chat, they just keep putting obstacles in your way and delaying payments again and again.

So much so that when I requested my first withdrawal, a casino manager contacted me, both by email and by phone (I'd never received a phone call from a casino before), and it seemed a bit odd. I was supposed to be able to contact her since she was going to handle all the promotions for me, and if there were any problems, I could get in touch with her. A week later, her Telegram profile was deleted, which set off alarm bells and I tried to contact you and file a complaint.

Hopefully, this can be resolved soon, because when it starts to affect more than just your personal life, it becomes quite difficult, even affecting your work life, etc.

Thank you very much for what you do and I hope it gets resolved soon.

Thanks again for your help. I'm here if you need screenshots or videos of conversations with the casino, or rejected withdrawals, etc.

All the best.

También necesito que tenga en cuenta que llevo desde el 18 con mi primera solicitud de retirada denegada, y así le siguen el resto. Necesito hacer 16 retiradas más ya que tengo un saldo total de 8000€ y no se cuanto más se pueden retrasar. Cada vez que se contacta con ellos mediante correo o por chat del soporte no hacen más que ponerte trabas y retrasar los pagos una y otra vez.

Hasta tal punto que cuando solicité mi primera retirada me contacto una gestora del casino, tanto por vía correo electrónico como por telefónica (nunca me habían llamado por teléfono desde un casino) y me parecía un tanto raro, supuestamente podía contactar con ella ya que me iba a llevar todo el tema de las promociones y si hubiese cualquier problema que me pusiese en contacto con ella. Una semana más tarde su perfil de Telegram ha quedado eliminado, lo que hizo saltar las alarmas y tratar de contactar con uds y proclamar una queja.

Ojalá esto se pueda solucionar pronto ya que cuando empieza a afectar más allá de la vida personal de uno se hace bastante cuesta arriba, llegando a afectar la vida laboral etc...

Muchas gracias por lo que hacen y espero que se solucione pronto.

Gracias una vez más por vuestra ayuda, cualquier cosa estoy por aquí, si necesitan capturas o videos de conversaciones con el casino, o las retiradas rechazadas etc.

Un saludo.

I'm still waiting for information on how to proceed with this situation, as they continue to give me the runaround and fail to address the problem. The withdrawals have yet to be made.

It's a hilarious situation, I've never seen a casino like this before.

Sorry for the inconvenience

Sigo a la espera de que me digan como proceder ante esta situación, ya que siguen dándome largas y sin abordar el problema. Las retiradas siguen sin efectuarse.

Es un cachondeo de situación, jamás había encontrado un casino así.

Perdonen las molestias

Dear player,

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.

Good night,

The problem remains the same, they keep delaying payments, I still haven't received anything and it doesn't look like I'll receive it soon, I've been waiting for over a week now, I've contacted them again and again via live chat and email, but they still haven't resolved anything.

I'm waiting for them to tell me how to proceed to resolve this, since the casino only tries to prolong withdrawals, and it's somewhat frustrating.

Greetings and thank you.

PS: I have screenshots of the conversations, today was the last one but they still have the same automated responses.

Buenas noches,

El problema sigue igual, siguen retrasando los pagos, todavía no he recibido nada y no tiene pinta de que los vaya a recibir pronto, llevando ya más de una semana esperando, me he puesto en contacto con ellos una y otra vez mediante el chat en vivo y mediante correo electrónico, pero siguen sin solucionar nada.

Estoy a la espera de que me digan como proceder para poder solucionar esto ya que, desde el casino solo tratan de prolongar las retiradas y es un tanto frustrante.

Un saludo y gracias.

Pd: Tengo capturas de pantalla de las conversaciones, hoy ha sido la última pero siguen con las mismas respuestas automatizadas.

Dear player, 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?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@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.

Have you made any successful withdrawals before?

No, 2 of the first ones have been rejected and the next 3 are still pending, after more than a week of waiting.

Could you confirm that you have passed the KYC verification?

I have offered to verify both myself and my withdrawal methods on several occasions, but on the account and via live chat they tell me that my account does not need verification. I understand that it is verified.

Did you accumulate your earnings with or without an active bonus?

I accumulated my winnings without playing any bonuses, all with my own money.

Could you share your communication with the casino regarding withdrawals?

Of course, I send both screenshots and emails.

¿Has hecho algún retiro exitoso antes?

No, 2 de los primeros han sido rechazados y los 3 siguientes siguen pendientes, tras más de una semana de espera

¿Podría confirmar que ha pasado la verificación KYC?

Les he ofrecido en varias ocasiones verificar  tanto mi persona como mis métodos de retiro, pero en la cuenta y mediante chat en vivo me expresan que mi cuenta no necesita verificación, entiendo que sí está verificada.

¿Acumuló sus ganancias con o sin un bono activo?

Acumulé mis ganancias sin jugar ningún bono, todo con mi dinero.

¿Podría compartir su comunicación con el casino con respecto a los retiros?

Por supuesto, envío tanto capturas de pantalla como correo electrónicos.

I have more conversations where they keep pestering me, telling me the money will arrive and that I'm a priority now, but the truth is, they're automated responses and they're very frustrating. I hope this can be resolved. If you need more conversations, don't hesitate to ask.

Tengo más conversaciones donde me siguen mareando y diciendome que el dinero llegará y que soy prioritario ahora, pero la verdad esque son respuestas automatizadas y frustran mucho. Espero que se pueda solucionar. Si necesitan más conversaciones no duden en pedirmelas.

Was the information I provided valid? The casino still hasn't issued any withdrawals, and conversations with them are more of the same. The support chat and email communications with Spinsy Casino aren't very helpful.

¿Ha sido valida la información que les he dado? Desde el casino siguen sin realizar ninguna retirada, y las conversaciones con ellos es más de lo mismo. No sirve de mucha ayuda el chat de soporte ni las comunicaciones por correo electrónico con Spinsy Casino.

I've sent the conversations to your email, you can check them. I have more conversations and the casino is still responding the same way.

He mandado las conversaciones a su correo electrónico, pueden revisarlo, tengo más conversaciones y desde el casino siguen todavía respondiendo lo mismo.

Hello, a little preview of today.

I received my first €500 today.

If I have to wait three weeks for each payment now, that would still be quite a long time. How could we solve this?

King regards, Bruno

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinsy Casino representative to join this conversation.

Dear Spinsy Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear All,

We completely understand how frustrating it can be to experience a delay in withdrawals, and we truly appreciate the player’s patience.

Please note that we’ve already contacted the relevant department to review the status of the withdrawals and to identify any possible issue causing the delay. The case is being handled with priority, and we’ll provide an update as soon as possible.

Thank you once again for your understanding and cooperation.

Kind regards,

Spinsy Casino Team

Dear Spinsy Casino Team,

Thank you for your prompt response and for the clarification regarding the current delay in withdrawals. I fully understand the circumstances and appreciate your attention to this matter.

I sincerely hope that the payments can be processed as soon as possible, taking into account that I have twelve additional withdrawal requests to submit. I would like to avoid further delays if possible.

Thank you once again for your assistance and professionalism.

Yours sincerely,

Bruno

Dear bruno6969,

Thank you very much for your kind message and for your understanding.

We’re pleased to confirm that the withdrawal request you submitted prior to today has now been successfully processed. Our team will continue to closely monitor your upcoming withdrawal requests to ensure they are handled as quickly as possible, so you won’t have to wait unnecessarily long.

For future requests, we kindly ask you to continue using the same withdrawal method as in your most recent transaction, since previous attempts made with a different payment method were unfortunately declined by the payment provider.

We truly appreciate your patience and cooperation.

Kind regards,

Spinsy Casino Team

Dear Spinsy Casino,

Thank you very much for your kind message and for your continued support throughout this process. I truly appreciate your attention and the effort your team has put into resolving my case efficiently.

I confirm that, moving forward, I will submit all future withdrawal requests using the same payment method that has been successfully processed.

Once again, thank you for your professionalism and assistance.

Kind regards,

Bruno

Dear all,

Thank you again for your kind assistance and for keeping me informed throughout this process

However, I would like to mention that I have not yet received the most recent withdrawals that were supposed to be processed, as indicated in your previous message. Could you please let me know if there is any delay or additional verificaron required on your side?

I appreciate your continued support and look forward to your confirmation.

Kind regards,

Bruno

Dear Spinsy Casino,

Could you please specify, when the player can expect to receive following withdrawals?

Thank you.

Dear bruno6969,

Thank you for reaching out and for your continued patience.

We can confirm that withdrawal requests are being processed continuously. The three most recent requests were successfully completed yesterday, on 21/10/2025.Regarding the transfer time, please be aware that once processing is complete on our side, the speed of arrival is entirely dependent on your bank. Unfortunately, we have no control over the interbank transfer times, which can typically take several business days to be credited to your account.

Currently, we only have one new withdrawal request submitted today that is pending processing, which we are working to complete as quickly as possible.

Thank you again for your understanding and patience during this transfer period.

Kind Regards,

Spinsy Casino Team

Dear Spinsy Casino Team,

Thank you very much for your message and for the update. I can confirm that I’ve now received the recent withdrawals successfully. I truly appreciate your efficiency and the smooth handling of the process.

I hope future transactions continue to be processed just as promptly and effectively. It’s reassuring to see such professionalism and clear communication from your team.

Thank you once again for your excellent service.

Kind regards,

Bruno

Dear player,

Please notify me about the frequency of the following withdrawals.

Thank you.

Dear Mirka,

The last withdrawal I received was today, October 28, 2025. I'll keep you posted as I receive the next withdrawals, as I still have €4,500 left to withdraw, but so far, everything is going well. I'd like to thank the casino for its speed in processing payments. I hope it continues like this.

A big hello,

Bruno

Estimada Mirka,

La última retira que he recibo fue hoy día 28/10/2025, la seguiré informando según me lleguen las siguientes retiradas ya que todavía faltan por retirar 4500€, pero hasta el momento va todo bien. Desde aquí agradecer al casino por su rapidez a la hora de efectuar los pagos. Espero que sigue así.

Un gran saludo,

Bruno

Thank you for the update.

Please notify me, when you receive the rest of the disputed amount.

Thank you.

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

Dear bruno6969,

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,

Mirka