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Missing $850+ Bonus Win (Audit Requested) + Withdrawals Delayed Since February 17.

I am submitting this complaint regarding two unresolved issues with Spinsy Casino. Despite extensive efforts to resolve these matters directly via email and live chat, I continue to receive generic responses without documentation, timelines, or confirmation of escalation.

Issue 1: Uncredited Free Spin Bonus Win (~$850+ CAD)

During gameplay, I triggered a free spin bonus round resulting in winnings of approximately $850+ CAD.

The total win amount was clearly displayed at the conclusion of the bonus round. However, the winnings were never credited to my balance. The event does not appear in my game history.

There is a clear timestamp gap in my recorded gameplay where this bonus round should logically appear.

After reviewing my full time-stamped history, I identified the exact gap where the bonus should be recorded. I formally requested that the casino conduct a full service log audit of the gameplay session.

Given that event-level logs are typically maintained by the game provider, I requested written confirmation that this matter had been escalated to Riddick Gaming for investigation.

The casino has refused to confirm whether the provider has been contacted and has not supplied:

A round ID

A transaction log

A provider-side audit report

Any documented reconciliation

I have retained:

- 11 documented email exchanges

- Screen recordings of live chats

- Time-stamped scrolling gameplay history showing the missing entry

- A compiled evidence folder available for review.

Despite this, no formal audit response has been provided.

Issue 2: Withdrawals Pending Since February 17

On February 17 (early morning), I requested the following withdrawals:

$250 CAD

$500 CAD

$750 CAD

All three remain pending well beyond the advertised 1–3 day processing timeframe.

Additionally, I only became aware after initiating withdrawals that:

- Withdrawals are capped at $750 CAD per transaction

- Only three withdrawals may be pending at one time

I currently have a remaining balance of $7,391.72 CAD that I am attempting to withdraw. Under these restrictions and ongoing delays, it would take months to access my funds.

To further demonstrate good faith and prevent any risk of reversal, I specifically requested that the casino "flush" or lock my account to disable the ability to reverse pending withdrawals, a practice many casinos accommodate upon request.

I was informed this option is available only to "premium tier" customers.

This creates an additional barrier to timely withdrawal and disproportionately restricts access to my own funds.

I asked support if they required any additional documentation (KYC) in order to process my withdrawal requests. They confirmed that they did not require any additional documentation which I have recorded.

Support agents repeatedly state they are not part of Finance and cannot provide an ETA or confirm whether escalation has occurred.

I respectfully request:

A formal service log audit and written confirmation of whether Riddick Gaming has been engaged.

Credit or documented reconciliation of the missing $850+ CAD bonus win.

Immediate processing of my three pending withdrawals.

Written confirmation from Finance with a clear processing timeline.

Clarification regarding withdrawal restrictions and denial of account flush request.

Due to lack of transparency, missed timelines, and refusal to confirm escalation, I am seeking third-party mediation.

I will attach all supporting documentation.

Total Funds Impacted:

$9,741.72+ CAD

(Comprised of approximately $850+ CAD in uncredited bonus winnings, $1,500 CAD in pending withdrawals, and $7,391.72 CAD remaining balance currently restricted by withdrawal limitations and delays.)

Accessing these funds within a reasonable timeframe has become practically impossible.

Many thanks.

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Stay safe.

Dear Shanne_R,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to attila.g@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way. Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

As for the delayed payments, please allow me to ask you a few questions so I can better understand your situation.

• 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?

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Attila

Good day Atilla,

Thank you so much, I appreciate your help. I have forwarded you my supporting documents to the email you provided.

Regarding Your Questions:

Have you stopped playing right after the incident?

- No. I did spin a few more times in hopes that the bonus would catchup but very quickly realized it wasn't. Stopped, went straight to my history. Reached out to the casino and did not continue gameplay on that title or any other game since noticing the discrepancy did not self resolve.

Have you made any successful withdrawals before?

- No, never with this casino.

Can you confirm that you have passed KYC verification?

- Yes, I completed the initial KYC verification when I created my account. I have asked the casino if they required any further documentation from them to complete my withdrawals. An agent confirmed they do not. (included in my evidence files emailed)

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

No. I never use casino bonuses to avoid wagering requirements as a rule. All amounts (bonus & withdrawals) were accumulated from regular gameplay.

After carefully reviewing my time-stamped game history, I identified a specific time gap where the bonus round should be recorded. (Exact timestamps are noted in emails with Spinsy and in scrolling screenshot of my gameplay included in my supporting doc email.)

Please let me know if there is any additional information required from my side. I appreciate your assistance in mediating this matter.

Best regards,

[Redacted]

Good day Attila,

This morning I received two new emails from spinsy Casino.

The first regarding the missing in game bonus round win:

"Dear (redacted),

We hereby inform you that the relevant Department has checked the reported game round and confirms it has been settled correctly. No missing wins were found.

If you have any additional questions, please do not hesitate to contact us.

Best Wishes,

Support Team"

The casino has failed to address my questions. They have not provided any evidence that they conducted a proper audit, contacted Riddic games, nor have they provided any rationale as to how they came to this conclusion.

Second email regarding my pending withdrawals initiated on February 17th:

"Greetings, (redacted),

Thank you for your email and for your time.

After checking your account, we can confirm that your withdrawal is still being processed by our finance department.

We understand the inconvenience this causes you, and we sincerely apologize on behalf of our department. Delayed withdrawals are not common, and we will be sure to notify our department so that your request is handled urgently, so that your funds arrive in your account soon.

We know that delayed withdrawals can be a cause for concern, and unfortunately we cannot provide you with an exact date for when the withdrawal will be fully processed, but rest assured that we will work to avoid further delays and provide you with the best service possible.

Our goal is always to provide the best quality services and experiences for our customers, so once again we sincerely apologize for our delay and ask for your patience.

If you have any further questions, please do not hesitate to contact us again, either by email or live chat, and we will be happy to assist you with any questions you may have.

Sincerely,

Spinsy Customer Service"

Incredibly frustrating. But I will say reading Spinsy Casino state, 'Delayed withdrawals are not common' did give me a good chuckle this morning.

I will forward both these emails to you for additional evidence.

Thank you,

Shanne_R.

Dear Shanne_R, thank you for your response.

In order for me to properly asses the issue, could you please share your game history in a format other than forwarded screen recordings? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Additionally, could you please attach a screenshot of your pending withdrawal as well?

Thank you in advance for your cooperation.

Hello,

I have emailed spinsy casino requesting they send the gaming history at your suggestion and I am waiting to hear back.

I have attached a screenshot of where I believe the bonus spin happened where there is a gap in play, which I have also shared to spinsy and again they claimed they looked into it and closed the issue without providing me any of the documentation that I requested in terms of what they pursued for resolution, documentation from the game provider, etc leaving me unsure of what they did, or if they did in fact do anything.

Last week I did receive my first three withdrawals ($250, $500, $750) two weeks after initially requesting them. I went ahead and made three more requests for $750 each all of which are still pending. I will have a remaining balance after my three current withdrawl requests are paid out of $5141.72 CAD all of which I intend to withdrawal but seemingly will be at a snail's pace if I am only allowed to have three requests up to $750 at any given time with the casino taking weeks to pay them out.

I intend to keep this complaint open until all of my remaining balance has been deposited into my bank account, as such I will keep updating you on any stalls and/or progress. As well, the casinos response to requesting my complete game history.

Thanks again.

Dear Player,

Thank you for your response. Do you have any updates for us in relation to this complaint? Additionally, could you please attach a screenshot of your pending withdrawals?

Thank you for your cooperation.

Hello,

Yes, I am happy to provide an update, screenshots of my current pending withdrawals.

As well, a screenshot of the email I sent to spinsy Casino 6 days ago requesting my complete game history following your advice in regards to the missing in game bonus win, to which I have still not received a response.

Thank you again for your help,

Shanne_R

Dear Shanne_R,

Without your complete game history, it would be extremely difficult for us to approach the casino and request an investigation, as we need at least some verifiable information about the session in question. If you are able to obtain anything relevant, please forward it to me, and we will gladly review it and determine whether we can proceed with the case.

However, if no supporting evidence can be provided, we unfortunately may not be able with the uncredited Free Spin winnings.

As for the delayed withdrawals, have you received any updates from the casino? Are the withdrawals still displayed as pending?

Thank you for your understanding.

Dear Shanne_R,

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.

Hello, to update you I continue to wait on my next deposits from Spinsy Casino. As per usual they seemingly take weeks between maximum disposit requests + withdrawal limits to receive.

As for the missing bonus win I am not sure there is much else I can provide. I took screenshots, and rolling screenshots of all my game play history on the site right after I realized the win was uncredited and had stopped playing. I identified gaps in spin times of where I believed the missing bonus to be. I supplied that info to Spinsy and Casino Guru. Spinsy, has not directly answered several questions I emailed in regards to an investigation nor were they transparent about what they looked into, nor did they provide any explanation as to why they closed the case/investigation. I am not sure there is much more I can do on my end, unfortunately.

Thanks again.

Hello,

I am updating to note and ask that you please intervene on my behalf in regards to my recent withdrawal requests.

Today marks 19 days and counting for transfer of funds since making a withdrawal request on March 20th

I have emailed spinsy twice and have only received the typical generic response saying they are processing more than usual and asking for continued patients.

As well a note to say that I am not sure how the C$2,250 figure showing as still owing on my complaint has been calculated, but it is not accurate.

Currently I have three pending withdrawals each for $750 Cad plus a remainder of $2891.72 CAD on my Spinsy account for a total of $5141.72 CAD still owed to me by the casino. (Screenshots attached).

Thanks again.

Hi, just posting another quick update to say that today marks 24 days since my last withdrawal request. Spinsy support both online and via email continue to reply with the same cut and paste responses saying they are processing higher volumes of withdrawals than usual and appreciate my patience, with no concrete timeline as to when I will receive my funds.

Dear Shanne_R,

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, Samuel (samuel.s@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,

Attila

Dear Shanne_R,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Spinsy Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Spinsy Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal, as well as an update on the credit or documented reconciliation of the missing $850+ CAD bonus win.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hi Samuel nice to meet you as well,

I have recieved three email responses in the past 24 hours regarding my withdrawals which I will share here from Spinsy Casino in response to emailing them about my pending withdrawals.

Today is now 25 days pending. Extremely frustrating considering not only have I been waiting this long, but this further delays my ability to access the rest of my funds under spinsy's policy of only being able to withdrawal up to $750 Canadian and have three withdrawals pending at any given time.

I truly appreciate your help with this matter.

Best regards.

Good evening,

I just recieved another response from Spinsy Casino after emailing again earlier, which I am now doing daily to check on my pending withdrawals (25 days and counting). Figured I'd attach this one as well to share publicly.

Thanks.

Hello Samuel,

Again today I reached out to spinsy Casino, now 26 days since my March 20th withdrawal request.

In response I received the exact same reply, from the same agent that I received on April 9th. I'm talking WORD-FOR-WORD identical. (Please see attached screenshots)

1. The email states that my account is in good standing which doesn't exactly track with the other responses I've received and shared regarding security check processes playing a roll in the continued processing delay, despite having previous withdrawal requests processed and paid out.

2. Basically, this confirms my suspicion that Spinsy Casino's email support does not actually read and respond to individual inquires, instead they respond with template copy/paste responses with no actual case review, or a ticketing system with auto-responses triggered by keywords. So basically a support layer that does not actually have access to finance and is likely intentionally structured to stall vs support.

3. I now believe this same lack of case specific review directly impacted the handling of my missing in-game bonus win.

During that process I formally requested a service log audit of the gameplay session,

I identified timestamp gaps in my game history where the bonus round should appear, I requested confirmation that the issue had been escalated to the game provider, Riddick Gaming. However I never received any provider-side documentation,

No round ID, transaction log, or audit report was provided. Spinsy did not confirm whether the provider was contacted,

I received only generic responses with no substantive detail then the investigation was closed without any evidence or explanation being provided.

Given the repeated use of identical, non-specific responses on different dates, I can only assume that my case was not actively reviewed, that my withdrawl inquiries are not being individually assessed, and that no meaningful escalation to finance has actually taken place.

I have been repeatedly told that my withdrawals are in the "final stages," this exact statement has been reused verbatim over an extended period with no visible progress.

Given all this, I would like to respectfully request that Spinsy be asked to provide:

- Confirmation of whether my case has been reviewed by their finance department, including a timestamp of that review.

- A clear and specific explanation for the 26-day withdrawal delay.

- Evidence of any escalation to Riddick Gaming regarding the missing bonus (including any provider response or audit log).

- Any internal transaction records or logs related to the missing bonus round

- A firm and realistic timeline for processing my pending withdrawals.

I very much appreciate your help in mediating this matter, as I have been unable to obtain any meaningful or verifiable information directly from the casino dispute continuous communication attempts.

Kindest regards,

Shanne_R.

Hello Samuel,

I don't mean to bombard you, however after my note this morning I would like to provide a further consolidated update based on my ongoing attempts to resolve this matter directly with Spinsy.

In addition to my previous concerns regarding delayed withdrawals and inconsistent, sometimes identical responses, I have made multiple efforts to verify basic company and licensing information through official channels.

Specifically, I attempted to locate Spinsy’s license number and licensing authority as displayed on their website. I contacted live support with what I believed to be a straightforward navigation question (i.e. where this information is publicly available). However, the representative was unable to confirm whether this information is displayed anywhere on the site and instead directed me to contact "administration" via email. They also advised that licensing information is not accessible to customer support staff. Despite follow-up clarification attempts, I was unable to obtain confirmation of the licensing body currently overseeing Spinsy Casino, the license number, or where this information is publicly displayed on the website.

In parallel, incase the need to file a formal complaint becomes warranted I attempted to identify the operating company behind Spinsy (including any parent company or entity such as NovaForge, which has been referenced externally), but have not been able to verify clear, consistent, or transparent company details through the website or support channels.

Additionally, I conducted my own due diligence and reviewed publicly available information from PAGCOR (also externally said to be linked to Spinsy and or parent companies) . Based on the most recent published lists of authorized operators, I was unable to locate Spinsy or the above-mentioned entities. I

understand that this may not be definitive, but I am noting it here as part of my efforts to independently verify licensing information.

As a user, I find this lack of clarity concerning. It is my understanding that licensed operators typically provide clear and accessible information regarding their licensing authority and operating entity.

I have retained records of my communications, including my interaction with live support, and can provide these if helpful for review.

I am sharing this update for transparency, as these issues combined with the ongoing delays in processing my withdrawals + lack of direct answers are contributing to my overall concern regarding this situation.

At this time I remain willing to resolve this matter directly and amicably.

Thanks again for your support.

Shanne_R.

Dear Shanne_R,

We are writing to formally notify you that your pending withdrawal request has been successfully escalated to our finance team for priority review. We understand the importance of receiving your funds promptly and have moved your request to the front of our processing queue to expedite the final verification.

At this stage, there is no further action required on your part.

Thank you for your patience while we work to resolve this for you.

Best regards,

Spinsy Casino Team

Hello everyone,

thank you, Spinsy Casino, for the update.

However, I would also like to point out that there is still no response regarding the player’s questions about the missing bonus win and the related game logs / provider escalation.

Dear Spinsy Casino, could you please also address this part of the complaint and provide clarification or relevant supporting logs where possible?

Dear Shanne_R,

thank you for the detailed updates. For now, we will wait for the casino to respond not only regarding the withdrawals but also the bonus-related issue so we can assess the case properly.

I will keep monitoring the situation.

Thank you both.

Hi Samuel;

I appreciate your help and comments.

I want to confirm that I did receive my three pending requests on day 28 since the first one was made from Spinsy Casino after posting my last update, along with filing a complaint on the ask gamblers site and writing a review on trust pilot.

I have since requested three new withdrawals as per the casinos tier system of a maximum of three pending withdrawals, max $750 CAD per request on the 17, 19, & 20th with a remaining balance of $641.72 CAD in my account which I also intend to withdrawal.

Since inquiring via live chat in regard to licensing, then per the live agents advice to email customer service for that information...

So far, I have not received any clarification or answers in regards to that inquiry. I only received email communication from the Casino in regards to my deposits being processed last week.

As for the missing bonus win? I feel quite doubtful at this point that the casino intends to even acknowledge it, let alone provide the requested information needed for a a sound resolution.

(Screenshots included.)

Thank you for all your help!

Best regards,

Shanne_99.

Dear All,

We are writing to provide an update regarding the recent inquiry concerning the player's reported missing win.

Following a thorough investigation conducted in coordination with the relevant department, we have received confirmation that the specific game round in question has been fully reviewed. The internal logs and data verify that the round was settled correctly according to the game’s logic and results.

While visual discrepancies or technical malfunctions can occasionally occur on the user interface, the underlying server settlement remains the definitive record. Even in the event of a front-end malfunction, the system is designed to ensure that the final settlement of the round always reflects the accurate and intended result.

Moreover, regarding the pending withdrawals, all requests have been successfully processed. Consequently, there is no remaining active balance on the account at this time.

We appreciate your patience.

Kind regards,

Spinsy Casino Team

Hello everyone,

thank you, Spinsy Casino, for the detailed update and clarification regarding the disputed game round and the settlement logs, as well as the confirmation about the withdrawal processing.

Dear Shanne_R,

thank you for your continued cooperation and for confirming that all pending withdrawals have now been processed. I also appreciate the additional context you provided regarding the remaining balance and the bonus-related concern.

At this stage, we have received the casino’s explanation that the game round was settled correctly on the server side, and that no active balance remains on the account. We will now consider both the withdrawal status and the bonus/missing win concern based on the information provided by both sides.

If you have any additional supporting screenshots or details that you feel are still relevant (especially regarding the bonus activation or game session in question), feel free to share them here.

For now, I will continue reviewing the case and monitoring if any further clarification from the casino is needed.

Dear Shanne_R,

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,
Samuel
Casino.Guru