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

Dear Spinsy Team,

I am writing to you to file a formal complaint due to the lack of response regarding three consecutive withdrawals of €500 each, made on June 22, 23, and 24 , which have remained in the "under review" status since then, with no update or communication from you.

Details of the withdrawals:

– June 22: €500. ID: da26fb40-9a43-4492-b2ec-94f48c5f156d

– June 23: €500. ID: 7acf687f-9354-4b3e-9d2e-c9b6848a646d

– June 24: €500. ID: 72bd973e-d7d9-4f39-a023-3106d6994959

In order to expedite the process, I voluntarily submitted all necessary documents for account verification via email, including:

– DNI on both sides

– Recent phone bill as proof of address

– Proof of the payment method used

Unfortunately, I have not received any confirmation or response regarding the receipt or review of this documentation, nor any progress on the processing of the withdrawals, which is completely unacceptable.

I request a clear and urgent response regarding the status of my withdrawals and verification of my documents, as well as a concrete estimate of the time remaining for the payments to be processed.

Estimado equipo de Spinsy,

Me dirijo a ustedes para presentar una queja formal debido a la falta de respuesta en relación con tres retiradas consecutivas de 500 € cada una, realizadas los días 22, 23 y 24 de junio, que permanecen en estado de "bajo revisión" desde entonces, sin ningún tipo de actualización ni comunicación por su parte.

Detalles de las retiradas:

– 22 de junio: 500 €. ID: da26fb40-9a43-4492-b2ec-94f48c5f156d

– 23 de junio: 500 €. ID: 7acf687f-9354-4b3e-9d2e-c9b6848a646d

– 24 de junio: 500 €. ID: 72bd973e-d7d9-4f39-a023-3106d6994959

Con el fin de agilizar el proceso, envié voluntariamente todos los documentos necesarios para la verificación de mi cuenta por correo electrónico, incluyendo:

– DNI por ambas caras 

– Factura reciente de teléfono como comprobante de domicilio 

– Justificante del método de pago utilizado

Lamentablemente, no he recibido ninguna confirmación ni respuesta sobre la recepción o revisión de dicha documentación, ni tampoco avance alguno en la tramitación de las retiradas, lo cual resulta totalmente inaceptable.

Solicito una respuesta clara y urgente sobre el estado de mis retiradas y la verificación de mis documentos, así como una estimación concreta del tiempo restante para que se procesen los pagos.

Dear fgil99,

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.

I want to make it very clear that this is not a single withdrawal of €500, but a total of €1,500, corresponding to three withdrawals of €500 each, made on consecutive days: June 22, 23, and 24.

All withdrawals have remained in the "under review" status since then, and to date, I have not received any updates, responses, or progress from the casino. I have emailed all the necessary documentation for account verification (both sides of my ID, proof of address, and proof of payment method), but I haven't even received confirmation that they have received or reviewed it.

I'm seriously concerned that €1,500 has been blocked without justification or clear information, so I'm turning to this platform for help finding a solution as soon as possible.

Quiero dejar muy claro que no se trata de una sola retirada de 500 €, sino de un total de 1.500 €, correspondientes a tres retiradas de 500 € cada una, realizadas en días consecutivos: 22, 23 y 24 de junio.

Todas las retiradas siguen en estado de "bajo revisión" desde entonces y, hasta la fecha, no he recibido ninguna actualización, respuesta ni avance por parte del casino. He enviado por correo electrónico toda la documentación necesaria para la verificación de mi cuenta (DNI por ambas caras, comprobante de domicilio y prueba del método de pago), pero ni siquiera he recibido confirmación de que lo hayan recibido o revisado.

Me preocupa seriamente que 1.500 € estén bloqueados sin justificación ni información clara, por lo que recurro a esta plataforma para que me ayuden a obtener una solución lo antes posible.

Dear fgil99,

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.

Dear fgil99,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.