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

The casino has been giving me generic responses for days. According to their policy, you should be able to make a maximum of three withdrawals of €500 within a three-business-day period. I've been waiting for five business days now. They always give me the same answers, both by email and in-game chat. They tell me they're waiting for the finance department to handle my requests, but nothing has changed, and I haven't received confirmation of any withdrawals.

El casino lleva días dándome respuestas genericas, por su política deberías de poder realizar un máximo de 3 retiradas de 500€ en una fecha de 3 días hábiles. Yo ya llevo esperando 5 días hábiles, me dan siempre las mismas respuestas tanto por correo como por el chat del juego, me dicen que están a la espera del departamento financiero que lleva mis solicitudes pero no cambia nada ni he conseguido que me confirmen ningun retiro

Dear player,

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 the 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I can't do anything for 14 days except wait?

Hasta dentro de 14 días no puedo hacer nada más que esperar?

It's unacceptable that I've been waiting for my withdrawal for 9 days now, and they're only giving me the same answers. I still haven't been able to withdraw even once, and these withdrawals are limited to €500, and I have to make 11 withdrawals. There's no way to contact them seriously.

Es inaceptable que ya lleve 9 días esperando para mi retirada y solo me den las mismas respuestas, todavía no he podido retirar ni una sola vez y estos retiros están limitados los retiros a 500€ y yo tengo que hacer 11 retiros. No hay forma de contactar con ellos de manera seria

Dear player,

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. I haven't received the refund. I've been sending emails and they've been telling me the same thing for 5 days, that it's in the financial department and that my case is a priority, but that's not the case. The only change is that I've sent more emails, but they haven't helped. I asked if they needed any information from me to verify the account, and they told me no, that everything was fine, that I'd receive the payment at any moment, but it's false. They keep telling me that to make me wait longer.

No. No he recibido el reintegro, he estado mandando correos electrónicos y me dicen lo mismo ya 5 dias que está en el departamento financiero y que mi caso está en prioridad pero no es así. La única novedad es que he enviado más correos pero no me han servido de nada. Pregunte si necesitaban algún tipo de información mía para verificar la cuenta y me dijeron que no que estaba todo bien que en cualquier momento recibire el pago pero es falso todo me dicen eso para que espere más

I'd like to clarify that this is €4,000 and three withdrawals of €500. So far, I've always received the same response via email and live chat. They won't let me withdraw even €1.

Me gustaría aclarar que son 4000€ y 3 retiros de 500€. De momento por correo electronico y por chat en vivo me responden siempre lo mismo. NO ME DEJAN RETIRAR NI 1€

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

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

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

Have you made any successful withdrawals before?

NO

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

NO BONUS, I HAVE NOT USED ANY BONUS ON SPINSY.COM

Could you share your communication with the casino regarding withdrawals?

ALL YOUR ANSWERS ARE LIKE THAT.

Has realizado algún retiro exitoso anteriormente?

NO

¿Acumulaste tus ganancias con o sin bono activo?

SIN BONO, NO HE UTILIZADO NINGUN BONO EN SPINSY.COM

¿Podrías compartir tu comunicación con el casino sobre los retiros?

TODAS SUS REPUESTAS SON ASI.

Is the information I have added to the complaint valid?

Es válida la información que he agregado a la queja?

It's been over 20 days and spinsy.com casino hasn't given me my deposit. It's a desperate, slow, and agonizing situation, whether there's a solution or not. This online casino is the worst I've ever seen.

Más de 20 días y el casino spinsy.com no me hace el ingreso. Situación desesperante, lenta y agónica, tenga o no solución este casino online es lo peor que he visto

Dear player, could you please confirm whether you have received any part of your withdrawals by now, or if the status of your pending withdrawals has changed in any way?

Also, just to clarify — if these three withdrawals are eventually processed, do you then plan to request additional withdrawals from your remaining balance?

No. I haven't received any withdrawals since July 13, when I requested my first withdrawal. None have been processed; they're all under review. Both by email and through the spinsy.com chat, I'm getting the same responses, trying to prolong my wait.

Yes. I plan to request pending withdrawals from my account balance.

Thank you

No. No he recibido ningún retiro desde el dia 13/07 que solicite el primer retiro no me han procesado ninguno, todos están bajo revisión. Tanto por correo como por el chat de spinsy.com me dan las mismas respuestas para alargar la espera.

Sí. Tengo pensado solicitar los retiros pendientes del saldo de mi cuenta.

Gracias

Thank you very much for providing the necessary information. 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 pablorug0825,

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 pablorug0825,

We hope you are well.

Thank you for addressing the issue. Please rest assured that we have forwarded it to our payments team in order to be checked with priority and we will have updates for you as soon as possible.

We deeply sorry for this delay that occurred. Thank you so much for your patience!

Best regards,

Spinsy casino team 

Dear Spinsy Casino,

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

Please keep us updated regarding the matter.

I'll be awaiting your reply.

I'll keep waiting, but I'm tired of the amount of time that's passed and the responses that always make me wait longer. Thank you.

Seguiré esperando, pero estoy ya cansado por la cantidad de tiempo que ha pasado y las respuestas que son siempre que espere más. Gracias

Dear pablorug0825,

Thank you for your patience.

We would like to inform you that your withdrawals have been processed from our side today 8/8/2025.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

We would like to thank you for your understanding.

Best regards,

Spinsy casino team

Dear pablorug0825,

Thank you for letting us know that the funds have arrived in your account. Please be aware that the casino has a daily withdrawal limit of 500€. You should be able to withdraw another 500€ the following day. Did you manage to request additional withdrawals?

I'll be awaiting your reply.

I was able to request the withdrawals, but I'm still waiting for the casino to pay me, which usually takes a long time. When you contacted me from Casino Guru, they were able to make my first withdrawal. I hope this one doesn't take too long.

He podido solicitar los retiros falta que el casino me los pague que es lo que suele llevar mucho tiempo. Cuando os pusisteis en contacto desde aquí de casino gurú me pudieron hacer la primera retirada. Espero que está no tarde tanto

Dear Spinsy Casino,

Could you please inform us when the withdrawals will be processed?

I'll be awaiting your reply.

The casino hasn't yet processed any of the last three pending payments. After those withdrawals, I have two more withdrawals to make. The casino isn't contacting me via the forum yet, and my withdrawal requests aren't validated.

El casino todavía no ha procesado ningún pago de los últimos 3 pendientes. Después de esos retiros tengo que hacer 2 retiros más. El casino de momento no se pone en contacto por el foro y las peticiones de retiradas no me las validan

Dear Pablorug,

Thank you for your patience.

We would like to kindly inform you that we endeavour to complete the pending withdrawals as soon as possible.

Kind Regards,

Spinsy Casino Team.

Dear Spinsy Casino,

Thank you for your response. Please be aware that the terms and conditions mention a daily withdrawal limit of 500€ and a monthly withdrawal limit of 7,000€. We would like to kindly ask you to follow these limits. Thank you very much for your understanding. Please let us know once the payments are processed.

I'll be awaiting your reply.

Dear pablorug0825,

Thank you for letting us know! Please request the last two withdrawals and let me know once you have done so.

I'll be awaiting your reply.

Dear Spinsy Casino,

Could you please inform us when the player's withdrawals will be processed?

I'll be awaiting your reply.

A payment arrived today, I only need the last one of €238 to finish.

Hoy ha llegado un pago, solo me falta el último de 238€ para finalizar

Dear pablorug0825,

We kindly inform you that your last withdrawal has been completed successfully.

We really thank you for your patience and excuse us a lot for the delay occured. Have a nice day!

Best regards,

Spinsy casino team

Dear pablorug0825,

Could you please confirm the receipt of your last payment?

I'll be awaiting your reply.

I received it. Thank you.

La he recibido. Gracias

Dear pablorug0825,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru