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Spinsheaven are a scam. Made an £850 withdrawal on 21st May2025. I know this is less than 2 was ago but I also know I will NEVER receive payment. Spinsheaven have now BLOCKED me from Live Chat as they know I know they are a scam. I assume their next step is to close my account with an £850 unpaid withdrawal pending. There's no pont reversing the withdrawal as any other winnings would just be lost. They are a disgrace. Glad I only spent £50 and I know they'll never pay and there's nothing we can do!!

Dear Dingdong66,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Dingdong66,

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.

Hello Dominika. Thanks for your interest. No, there has been no change; the 'live support' which is clearly a bot simply keeps cutting and pasting the same messages insisting the site is not a scam.

I did eventually today get connected to someone who perhaps actually was a person but still the same message, ie that they are carefully processing my withdrawal and there's lots of checks they have to do but they can't tell me what those checks are. I know I'll never get paid.

Dear Dingdong66, 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 provide a screenshot of your withdrawal request? It should clearly show the amount, date, and current status of the withdrawal.

Could you please share your communication with the casino regarding the withdrawal? 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.

Hi again Dominika

SpinsHeaven seem to have blocked me again from Live Chat so I have no current chats to share with you. But in the event that they allow future Live Chats, I shall copy them to you.

In answer to your questions. My winnings were not from an active bonus. They did confirm that I had passed KYC validation and I have never made any previous withdrawals.

Here is a screenshot of my withdrawal status

Dear Dingdong66, have you received the money?

Hi Dominika

No, I haven't received anything. I tried to get a transcript emailed to me of the last 'chat' session I had with them, but not surprisingly their 'email chat transcript' doesn't work!!

They are still hiding behind their right not to process withdrawals for up to 21 business days! I know they'll never pay.

John

Dear Dingdong66,

I’m very sorry to inform you that, due to Spins Heaven Casino’s repeated lack of cooperation—evidenced by over 10 complaints closed under our No Reaction Policy—we are left with no choice but to close your case as Unresolved. This outcome is far from ideal, and I completely understand your disappointment.

Unfortunately, ignoring complaint resolution efforts appears to be a recurring practice for this casino. Despite our numerous attempts to reach out via email, live chat, and even through affiliate contacts, we have consistently received no response. This pattern of unresponsiveness not only affects players like yourself but also negatively impacts the casino's overall rating on our site.

We sincerely hope that the accumulated effect of unresolved complaints will eventually prompt the casino to reconsider its approach. In the meantime, we strongly advise avoiding this casino altogether.

Please know that the casino still has the option to reopen this complaint at any time, and should that happen, we’ll be ready to take action on your behalf.

Kind regards,

Dominika

Casino Guru