Spin Casino - El jugador cree que el reintegro se ha retrasado.

I played my own money on January 31st, 2026. I won $1000 Canadian and I successfully withdrew the $1000 which I didn't receive and I am still waiting to see in my account. I have auto deposit so it should be instant as the website states. I later received an email for KYC documents because my old i.d expired on my birthday November 25th of 2026. I am confused however because I did successfully withdraw $300 Canadian on January 27th at 5:44 am and it was done with my expired i.d and I did get the money instantly. I've now submitted my documents and gave an explanation for my address change and the casino has stopped responding and communicating with me. I've sent several emails and I want my money that I earned. I've got supporting pictures and emails of me asking for my money.

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Dear Phoenixx91,

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

Dear Phoenixx91,

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.

No my issue hasn't been resolved and I've not been paid still. I understand withdrawals take time however mine was already successful until they asked that I update my KYC documents and this is after I already made a successful withdrawal of $300 CAD three days prior and it was instantly in my bank account. It also says right on the website instant payouts with auto deposit enabled which I have auto deposit. I'm now frustrated and beyond mad that I've got no response or communication from the casino and they are making excuses to hold my money.

I'm still waiting for any communication from someone. What is going on with my case? I mean it's not complicated. I deposited money with no bonus and I won $1000 CAD and I've got the transaction number showing the successful withdrawal however it didn't go into my bank account because the casino contacted me via email and asked me to submit my documents for KYC verification which I have done 3 times now. I can't stand when casinos are unfair to their players and this isn't the first time I've had a issue withdrawing from Spin Casino. I'm mad as hell and that's an understatement.

Dear Phoenixx91, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

No Karla me the player has not stopped responding to you. You said I could either post a screenshots here or send you a direct email I did that perhaps you could check your emails and see that I did send two days ago. I sent you screenshots and I sent you emails between myself and spin casino The ones where they had requested a withdrawal KYC of my updated ID and address. To answer your questions Yes I have made successful withdrawals from Spin Casino to my bank account. Again I did send you an email showing this and telling you that January 27th I made a successful withdrawal of $300 Canadian. It was in my bank account within minutes. On the 31st I also made a successful withdrawal of $1,000 Canadian which is the amount I'm disputing because it didn't get put into my account It says on the transaction email or receipt or whatever it was successful I then got an email saying in order to go through with the withdrawal I had to update my KYC documents that's where we're at. I have since sent my documents And I've uploaded them on the website so I've sent them at least three different times and I have not got a confirmation that my KYC was verified. I can't get any communication with this casino that's why I'm frustrated. I played with my own funds I don't play bonuses and I don't play sports I only play the slots. I won the money on wolf gold ultimate to be specific. I didn't know that I had to post here and to your personal email my apologies.

Need to resend photos

Dear Phoenixx91,

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, Hadi, hadi.a@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,

Karla Mayfly

Dear Phoenixx91,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Spin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Spin Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

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

Dear Phoenixx91,

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,

Hadi