Spinsy Casino - El retiro del jugador se retrasa.

Good afternoon, once again the casino does not comply with the withdrawal time of 1 to 3 days, I made a withdrawal on February 28th and it is still in resolution, they have not even approved or processed the transfer. I tried to do the KYC and I can't, because they also say it's not necessary. I'm asking for your help with this case of 39,000 euros. Thank you

Boa tarde, mais uma vez o casino não cumpre o tempo de levantamento de 1 a 3 dias , fiz levantamento dia 28 de Fevereiro e ainda se encontra em resolução ,nem aprovaram nem preocessaram a transferecia sequer. Tentei fazer o KYC e não consigo, pois eles também dizem que não é necessário. Peço a vossa ajuda para o caso em causa estão 39.000 euros. Obrigado

Dear imasantos40,

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,

Kristina

Good afternoon, thank you for your quick reply, I will wait a maximum of 14 days, but the casino won't let me do the verification and they say it's not necessary for now. Thank you

Boa tarde , desde ja agradeço a vossa resposta rápida irei então, aguardar o maximo de 14 dias, no entando o casino não me deixa fazer s verificação não tem como e eles proprios dizem que não é necessário para já. Obrigado

Good morning, as expected, they're late with the payments again. I went to the chat and was told

Bom dia conforme era esperado voltaram a atrassar se nos pagamentos. Fui ao chat e respoderam me isto

I have checked your withdrawal and there seems to be a delay in processing.

I would like to assure you that there is no cause for concern and that your withdrawal is safe. We ask for your patience while your withdrawal is being processed and apologize for any inconvenience caused.

When the payment is complete, you will be able to see it in your balance history.

We are very sorry for the inconvenience caused and sincerely appreciate your patience and understanding! The Finance department is aware of the delay and is doing everything possible to receive your winnings as soon as possible!

Verifiquei a sua retirada e parece haver um atraso no processamento.

Gostaria de assegurar que não há motivo para preocupações e que a sua retirada é segura. Pedimos-lhe alguma paciência enquanto a sua retirada está a ser processada e pedimos desculpa por qualquer inconveniente causado.

Quando o pagamento estiver concluído, poderá vê-lo no seu histórico de saldo.

Lamentamos imenso o inconveniente causado e agradecemos sinceramente a sua paciência e compreensão! O departamento Financeiro está ciente da demora e está a fazer as possíveis para receber os seus ganhos o quanto antes!

I made an inquiry on the 28th and today it's 9 and still nothing, always the same answer

Fiz um levantamento dia 28 hoje já são 9 e nada ainda , sempre a mesma resposta

Thank you for your reply, imasantos40. I would like to emphasize again we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

I've already been paid €500. I made 2 more withdrawals which amounted to 1000 euros

Ja me pagaram 500 €. Fiz mais 2 levantamentos que da um montante de 1000 euros

I've just lost access to my account, they say they don't have an account with that email address with 2 withdrawals of 500 euros, 400 in balance that I was going to withdraw today and another 900 in bonus. I can prove everything

Acabei de ficar sem acesso a minha conta , dizem que não tem nenhuma conta com esse email com 2 levantamentos de 500 euros 400 em saldo que ia levantar hoje e mais 900 em bonus. Posso provar tudo

One of the members of support told me that the email was changed yesterday and I didn't ask for anything, I spoke to several members of support to give me help, because for a moment I thought it was someone accessing my account. I'm not even asking for anything anymore.... just that at least the 1400 euros will make me happy. I can't attach the screenshots here, but I'll be happy to send them to you by email. Thank you

Um dos membros de support disse me que o email foi trocado ontem e eu não solicitei nada, falei com vários membros do support para me darem ajuda , pois por momentos achei que fosse alguém a aceder à minha conta. Eu ja nem peço mais nada.... só o que pelo menos os 1400 euros com isso ja ficarei contente. Não consigo anexar aqui os prints, mas terei todo o gosto de vos enviar por email. Obrigado

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

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

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.

In the casino only, and this money that I was withdrawing was earned with points, i.e. I bought with 1300 points, 300 euros in casino bonus, because I had 6000 or so points. The first time I couldn't do the x40 that they ask for, so I didn't complete it, the second time with another 1300 points I bought another 300 euros in bonus balance, I completed the bonus and ended up with 1400 euros, I cashed out 500 one day and 500 the next and there was 400 left in balance... in addition to more than 3000 thousand points that I didn't use, because I can't complete the withdrawals I wanted with active bonus.... I was waiting to receive the money in the account to use the balance in casino points again....

Em casino somente, e este dinheiro que estava em levantamento foi ganho com os os pontos ou seja comprei com 1300 pontos, 300 euros em bonus de casino , pois eu tinha 6000 e tal pontos. Na primeira não consegui fazer os x40 que eles pedem , ou seja não completei, na segunda vez com mais 1300 pontos comprei mais 300 euros em saldo de bonus, completei o bonus e acabei com 1400 euros , coloquei a levantar 500 num dia e 500 no outro e sobrou 400 em saldo... para lem de mais de 3000 mil pontos que não os usei, pois não posso completar os levantamentos que queria com bonus ativo.... estava a espera de receber o dinheiro na conta para voltar a usar o saldo em pontos do casino....

After 1 or 2 days, I lost access to the account because the casino said that I had changed my email and that there was no account in the email, even yesterday I received a message on my personal number from spinsy and it's just strange... it doesn't make any sense. I spent thousands of euros to earn 6000 points.

Após 1 ou 2 dias , perdi o acesso à conta porque o casino diz que mudei o mail e que não existia nenhuma conta no email , inclusive ainda ontem recebi no meu numero pessoal uma mensagem da spinsy e só estranho...isso não faz qualquer sentido. Eu para ganhar 6000 pontos rodei milhares de euros

I've already seen that your delay time is a bit long and I won't get back at least my 1400 euros. But thank you

Ja vi que o vosso tempo de demora é um bocado grande e nao vou reaver pelo menos os meus 1400 euros. Mas obrigado

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

I've already sent you all the prints I have

Ja vos enviei todos os prints que tenho

Thank you very much, imasantos40, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.

Well, I too withdrew 500 euros in one month and then ran out of money.

Pois tambem eu em 1 mês levantei 500 euros e depois fiquei sem conta

They've sorted it out thank you

Ja resolveram obrigado

Hello imasantos40,

I'm Michal, and I have taken over your complaint. I appreciate the efforts made by the casino team to address your concerns. Do I understand correctly that the issue has been resolved to your satisfaction and that you no longer need any further assistance from us?

Dear imasantos40,

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.

I don't need it, thank you. For your help

Nao preciso obrigado. Pela ajuda

Dear imasantos40,

Thank you for your confirmation. I'm glad that your case has been resolved with a bit of our help. I'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation. 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 Centre. 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 Rate 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,

Michal

Casino Guru