SpinCity Casino - El jugador afirma que el pago se ha retrasado.

I requested a withdrawal on June 16, 2026, and it has not yet been processed.

The casino states that withdrawals take 48 hours. Five days have passed and it's still pending.

The casino has only told me to wait, that the delay may be due to an excess of requests in the system.

As of today, June 21, 2026, 5 days have passed and the requested withdrawal has NOT been processed.

My account is verified.

Desde el 16.06.26 solicité un retiro de dinero, a la fecha NO se a hecho efectivo.

El casino indica que se tardan 48 horas en realizarse los retiros de dinero. Han pasado 5 días y todavía está pendiente.

El casino me ha dicho sólo que espere, que la demora puede ser por ecexso de solicitudes en el sistema.

hasta hoy 21.06.26, han pasado 5 días y NO se a hecho efectivo el retiro solicitado.

Mi cuenta está verificada.

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Erci360,

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

My account has been verified for 4 days and I haven't received a response from the casino until today.

The casino's policy states that withdrawals take 48 hours and it's been 6 days.

I am sending an image where the date on which the withdrawal was requested is clearly visible.

To this day, six days later, I have not received a response from the casino.

I have previously been able to withdraw money within 48 hours.

I hope you can help me resolve this issue and that the casino will process the requested withdrawal.

Thank you so much.

Mi cuenta está verificada desde hace 4 días y hasta hoy no he tenido respuesta por parte del casino.

La política del casino indica que los retiros tardan 48 horas y llevamos 6 días.

envío imagen donde se ve claramente la fecha en que solicitó el retiro.

Hasta hoy, que han pasado 6 días no he tenido respuesta por parte del casino.

Antes he podido retirar dinero dentro de las 48 horas.

Espero que puedan ayudarme a resolver este inconveniente y el casino haga efectivo el retiro solicitado.

Muchas gracias.

Dear All,

It's been 14 days and I still haven't received a response from the casino.

The withdrawal requested on 16.6.26 is still pending.

The casino hasn't given me any explanation for the delay.

I would appreciate your assistance in resolving this issue with the casino in question.

Thank you so much.

Estimados,

Han pasado 14 días y todavía no he tenido respuesta por parte del casino.

El retiro solicitado el 16.6.26 sigue en estado de pendiente.

El casino no. Me ha dado ninguna respuesta por la demora.

Agradeceré su gestión para poder solucionar este inconveniente con el casino en cuestión.

Muchas gracias.

Dear Erci360,

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.

Hi Karla,

As of today, June 30, 2026, I have not received a response from the casino.

Everything remains the same.

I asked casino support and the answer was the same as always, that the payment is in the "queue", I haven't received any different response.

The payment still appears as pending.

My account and details were verified by the casino 12 or 13 days ago and the payment is still on hold.

I would appreciate your help in resolving this issue so that the casino can finally make the requested payment.

Thank you.

Hola Karla,

Hasta hoy, 30.06.26 NO he tenido respuesta por parte del casino.

Todo sigue igual.

Pregunté al soporte del casino y la respuesta fue la misma de siempre, que está en "cola" el pago, no he tenido ninguna respuesta diferente.

El pago todavía aparece pendiente.

Mi cuenta y datos fueron verificados por el casino hace 12 o 13 días y el pago sigue detenido.

Agradeceré tu ayuda para solucionar este inconveniente y el casino por fin haga el pago solicitado.

Gracias.

Dear Karla,

As of today, 02/07/26, I have not received a response from the casino.

Seventeen days have passed and everything remains the same. The withdrawal request is still pending.

I have asked the casino via email and through the online call center service, the answer so far is the same, that they are doing their best to make the payment, but due to the high volume it has not been possible to do so.

That it will be done as soon as possible, that you should be patient, that you should wait for them to send me an email.

Throughout these days the casino's response has been the same; they offer no solution whatsoever.

I hope you can help me. Sincerely,

Estimada Karla,

Hasta hoy 02/07/26 NO he tenido respuesta por parte del casino.

Han pasado 17 días y sigue todo igual. La solicitud de retiro indica estado pendiente.

He preguntado al casino a través de correo electrónico y por el servicio call center online, la respuesta hasta ahora es la misma, que están haciendo lo posible por realizar el pago, pero debido al alto volumen no se ha podido realizar.

Que se realizará lo antes posible, que tenga paciencia, que espere a que me envíen un correo.

Durante todos estos días la respuesta del casino ha sido la misma, no entregan solución alguna.

Espero que puedas ayudarme. Saluda atte.

Dear Erci360, 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.

Karla

Dear Karla,

In response to your email I indicate:

Have you made any successful withdrawals before?

Yes, I was able to withdraw money before without any problems. It took less than 48 hours.

Screenshot attached.

Can you confirm that you have passed the KYC verification?

Yes, it has been verified since 17/06/26

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

NO, it was with real money, deposited by me.

Did you play casino games or bet on sports?

Casino games

Could you share your communication with the casino regarding the delayed withdrawal?

I sent to your email the chat I had with the casino today, July 3, 2026.

It's the same answer as always, from day one.

I hope you can help me get the casino to process the requested withdrawal.

Sincerely,

Estimada Karla,

en respuesta a tu correo indico:

¿Has realizado algún retiro exitoso anteriormente?

sí, anteriormente pude retirar dinero sin problemas. En un plazo que no superó las 48 horas.

Adjunto pantallazo.

¿Podría confirmar que ha superado la verificación KYC?

sí, está verificada desde el 17.06/26

¿Acumulaste tus ganancias con o sin un bono activo?

NO, fue con dinero real, depositado por mí.

¿Jugabas a juegos de casino o apostabas en deportes?

Jugadas de casino

¿Podría compartir su comunicación con el casino con respecto al retiro retrasado? 

envié a tu correo el chat que mantuve con el casino el día de hoy 03.07.26

Es la misma respuesta de siempre, desde el primer día.

Espero que puedas ayudarme a que el casino haga efectivo el retiro solicitado.

atte.,

Dear Erci360,

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, Ayberk, (ayberk.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

Hello Erci360,

My name is Ayberk, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear SpinCity Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Ayberk

Hello Ayberk,

Thank you for your help.

I'm writing to let you know that as of today, July 7, 2026, I haven't received a response from Spin City Casino. Everything remains the same; the withdrawal requested on June 16, 2026, is still pending.

I asked the casino chat and the answer remains the same as on day one, that they are experiencing a high volume of work and my withdrawal will be processed as soon as possible.

Hopefully the casino will finally process the requested withdrawal.

Sincerely,

Hola Ayberk,

Gracias por tu ayuda.

Te comento que hasta hoy 07/07/26 no he tenido respuesta por parte del casino spin city, todo sigue igual, el retiro solicitado el 16/6/26 sigue en estado pendiente.

He preguntado al chat del casino y la respuesta sigue siendo la misma desde el primer día, que están con alto volumen de trabajo y mi retiro será procesado lo más pronto posible.

Ojalá que el casino por fin haga efectivo el retiro solicitado.

Saluda atte.,

Dear Ayberk,

We would like to inform you that the withdrawal of CLP 160,000 was successfully processed today and is currently marked as Success on our end.

Kind regards,

Spin City Team

Today, 08/07/26, the payment from the casino was finally made.

Thanks Casino Guru for intervening, otherwise I'd still be waiting for a response from the casino.

The deposit is already in my account.

Thank you for your help.

hoy 08/07/26, por fin se hizo efectivo el pago por parte del casino.

Gracias Casino Guru por intervenir, de lo contrario todavía estaría esperando respuesta por parte del casino.

El depósito ya está en mi cuenta.

Gracias por su ayuda.

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

Dear Erci360,

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,

Ayberk