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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.