Spinsy Casino - Povlačenje igrača je odloženo.

I have become suspicious for a couple of reasons firstly because they have failed to stick to there 3 business day withdrawal and failed to provide a reason and also because there life chat and there support through email both give me contradicting answers. My winnings is quite a large amount. I have $50 000 that I have won. And they have assured me that this would be a very smooth process and it’s been far from that. This kind of money is life changing for me so I’m taking it very seriously

Dear player, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Spinsy Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• When did you submit a withdrawal request? Could you please share a screenshot of your request(s)?
• Have you made any successful withdrawals before using the same payment method?  
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

I want to highlight that we allow the casino a full two weeks to handle each payment. There may be some delays caused by unfinished KYC verification or a high volume of withdrawal requests.

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

Best regards, 

Natalia

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 makes such a request, 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.

my account doesn’t need to be verified and no bonuses were involved

Thank you for your response. I will keep this complaint open for 7 more days, as we allow casinos to have 14 full days for processing and sending each payment, and if there is no progress by the end of that period, we will step in. Let’s remain optimistic, and I hope to receive good news about your withdrawal shortly. Thank you for your patience in advance, and please keep me updated on any further developments.

I have received my first payment of $750 but I have $70 000 that I have won If I receive one payment of only $750 per week it will take longer then a year to receive

Hi it has now been a full 2 weeks and I still have not had any further payment. They have also now limited my access to games. It constantly exits me out of the site. They ignore us. I am worried my winnings will disappear

Dear player, could you please specify if your withdrawal requests are still under review?

Additionally, could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Email sent of screenshots also yes still all pending

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 AC7690,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Spinsy Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinsy Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear All,

Thank you for reaching out to us.

We are investigating the matter with the relevant department.

Once we have an update, we will let you know.

Best regards,

Spinsy Casino Team

Dear All,

After checking player's account, there are no pending withdrawals nor an active balance.

If you have any further questions, please let us know.

Best regards,

Spinsy Casino Team

Dear Spinsy Casino,

Could you please inform us whether the player lost their funds in the process?

I'll be awaiting your reply.

Dear Stefan,

The player played their funds in the casino.

No irregularities or deductions occurred from our side.

Best regards,

Spinsy Casino Team

Dear AC7690,

I am so sorry to hear that you lost your funds in a process, but could you kindly confirm the loss of the funds in the casino?

I'll be awaiting your reply.

Dear Spinsy Casino,

Could we kindly ask you to provide us with the player's game log/gaming history and evidence that proves the loss of funds, so we can double-check the situation? Thank you very much in advance for your cooperation.

I'll be awaiting your reply.

Dear Stefan,

We have requested the player's data report from the relevant department.

Once we have it, we will forward it to you.

Best regards,

Spinsy Casino Team

Spinsy Casino,

Thank you very much for your cooperation. You can send it to my email address, stefan.m@casino.guru, once it is received from the relevant department.

I'll be awaiting your response.

Dear Stefan,

We are still waiting for the report.

Thank you for your patience.

Best regards,

Spinsy Casino Team

Dear Spinsy Casino,

Please let me know once you receive the data and send it to my email address.

I'll be awaiting your reply.

Dear Stefan,

We have emailed the player's game history as per your request.

If you have further questions, please let us know.

Kind regards,

Spinsy Casino Team

Dear Spinsy Casino,

Thank you for your response. Your cooperation is much appreciated.

I have responded to your email, and we require additional evidence, as the provided document does not prove the loss of funds.

I'll be awaiting your reply.

Dear Stefan,

Kindly be informed that we provided the requested documents via e-mail.

Thank you in advance.

Kind Regards,

Spinsy Casino team

Dear Spinsy Casino,

Thank you for your response and the information you have provided.

Dear AC7690,

Could you please state what you mean by "20k magically disappeared"? We need an explanation to investigate the case further.

I'll be awaiting your reply.

Dear AC7690,

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,
Stefan
Casino.Guru