Spinsy Casino - プレイヤーの出金が遅れている。

Good afternoon,

I am writing to you because I have several pending withdrawals at the Spinsy casino. These withdrawals are not being accepted. Withdrawals can only be made in amounts of €500, and only three withdrawals can be processed simultaneously.

In my case, I have three withdrawals of €500 each in process since February 2nd, 2026. These withdrawals are not being accepted, and I have contacted them both via chat and email, but they have not provided a solution. They initially told me there was an issue with the verification of my account (which was false). Then they said I had to wait three business days, which have already passed. Now, for several days, they have been telling me that there are too many simultaneous withdrawals, which is why my requests are not being accepted, and that they are forwarding the case to the relevant department.

In addition to the €1,500 in pending withdrawals, I also have €3,500 on the platform that I cannot withdraw because my other three withdrawals are not being processed. I have sent many emails, and they always reply the same way: that they are reviewing my withdrawals and that my money is safe. However, when I ask when I will receive the funds, they never answer; they say they do not know due to the high number of withdrawals.

I have tried everything, and I fear I may lose my money. I have chats, deposit receipts, rejected withdrawals, emails, and all necessary documentation.

I kindly request your assistance in recovering my funds. I am losing all hope; it is a significant amount of money

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Dear Carbos,

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

Good afternoon, in this case I don't know why it says I'm from New Zealand, it's been 13 days since my withdrawal request at Spinsy Casino, they only let you make withdrawals of €500, with a maximum of 3 withdrawals as stated in their terms and conditions, so far everything is correct, a withdrawal of €500 was accepted on February 2nd.

I currently have three pending withdrawals of €500 each (13 days have passed since the requests), in addition to my €3,500 balance, which I also cannot withdraw because these withdrawals are not being accepted. I have tried to contact them at least 30 times, but there has been no progress because their responses are automated, both in the platform's help chat and via email. I am looking into the procedure for filing a complaint with the appropriate authorities. I have been able to find out the following information:

SPINSY CASINO-ADONIO NV

Kaya WFG(Jombi) Mensing 24, Unit A- Willemstad, Curacao.

Antillephone NV8048/JAZ Master License

Magically, after playing for over a month, they asked me for document verification (and promised to make the transfers as soon as my account was verified). I submitted it perfectly. I used two cards, and they have documentation from my bank to justify their use, plus the verification of my ID, a selfie, and I also added proof of payments made with those cards to this platform (both cards are linked to the same account; one is a single-use Revolut card for which I justified the deposits, and the other is my main card, which is also perfectly justified). The verification period has passed, and I haven't received a response or any update. My withdrawals have magically been blocked, so I'm asking how it's possible that I can make deposits but can't withdraw? It doesn't make sense. I'm quite desperate because I don't see any intention on their part to pay me my money, and that's why I'm asking for your help.

Thank you so much

Buenas tardes, en este caso no se porque pone que soy de Nueva Zelanda, , ya son 13 días los que han pasado desde mi solicitud de retiro en Spinsy Casino, solo te dejan realizar retiros de 500€, con un máximo de 3 retiradas como pone en sus términos y condiciones, hasta ahí todo correcto, se me aceptó una retirada de 500€ el día dos de febrero.

Actualmente tengo 3 retiradas pendientes de 500€, (han pasado 13 días desde las solicitudes) sumando mis 3500€ de saldo los cuales tampoco puedo retirar porque no me aceptan estas retiradas, he intentado contactar con ellos por lo menos 30 veces, no hay ningún avance debido a que sus respuestas son automáticas tanto en el chat de ayuda de la plataforma y a través del correo electrónico. Estoy estudiando el procedimiento para poder reclamar ante las autoridades competentes. He podido averiguar estos datos:

SPINSY CASINO-ADONIO N.V.

Kaya W.F.G.(Jombi) Mensing 24, Unit A- Willemstad, Curacao.

Licencia maestra Antillephone N.V.8048/JAZ

Mágicamente tras mas de un mes jugando me piden una verificación de los documentos(y se comprometen a nada mas verificarle la cuenta realizarme las transferencias), yo la he enviado a la perfección, utilicé dos tarjetas y las tienen justificadas por documentos que me facilitó mi banco, mas la verificación documental de Mi ID, selfie y también añadí justificantes de pago con esas tarjetas a esta plataforma( las dos tarjetas estan asociadas a la misma cuenta, una tarjeta es desechable de un uso en revolut de la cual jusitifique los ingresos y la otra es mi tarjeta principal la cual esta perfectamente justificada tambien), pasó el plazo pertinente para la verificación y no recibo ni contestación ni actualización . Se me han bloqueado las retiradas mágicamente, ¿por lo que yo pregunto como es posible que pueda hacer ingresos y no pueda retirar?, no tiene sentido. Estoy bastante desesperado ya que no veo que tengan intención de pagarme mi dinero y por eso les pido ayuda a ustedes.

Muchas gracias

Dear Carbos,

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.

Day 15, I still haven't verified and no withdrawals have been approved.

We will continue to report…

Dia 15, sigo sin verificar y sin retiradas aprobadas.

Seguiremos informando…

I believe these procedures are clearly abusive and disproportionate, especially since the funds are my legitimate property. It is neither reasonable nor acceptable to require between 5 and 8 business days—or even more—to authorize a withdrawal, particularly when all the verification requirements have been met.

This type of practice violates the principles of transparency, efficiency, and good faith in contracts that should govern these types of services, creating a situation of defenselessness and uncertainty for the user, who sees their access to their own money restricted without justified cause.

Considero que dichos procedimientos son claramente abusivos y desproporcionados, más aún tratándose de fondos que son de mi legítima titularidad. No es razonable ni aceptable que se requieran entre 5 y 8 días laborables —o incluso más— para autorizar una retirada, máxime cuando se han cumplido previamente todos los requisitos solicitados para la verificación.

Este tipo de prácticas vulnera los principios de transparencia, agilidad y buena fe contractual que debria regir en este tipo de servicios, generando una situación de indefensión e incertidumbre para el usuario, que ve restringido el acceso a su propio dinero sin causa justificada.

Day 16, pending withdrawals since February 2nd, I still haven't verified and no withdrawals have been approved.

We will continue to report…

Dia 16, retiros pendientes desde el dia 2 de febrero, sigo sin verificar y sin ninguna retirada aprobada.

Seguiremos informando…

Day 17, we are still in the same situation.

We will continue to report…

Dia 17, seguimos en la misma situación.

Seguiremos informando…

Dear Carbos, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• 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

Good afternoon, Karla,

First and foremost, I would like to thank you for your attention and assistance in this matter.

I have now been facing this situation for 19 days. Despite sending numerous emails, I continue to receive automated responses or repeated requests for account verification documents. All requested documentation has already been submitted multiple times. Furthermore, my bank has formally validated and confirmed the authenticity and legitimacy of the documents provided, fully complying with the requirements requested by Spinsy Casino.

In response to your previous questions, I would like to clearly state that my winnings were accumulated without any active bonus. I placed bets on both sports and casino games, predominantly on casino games, as can be verified through my betting history.

I am attaching several emails sent on different dates, demonstrating that I have been attempting to withdraw my winnings for nearly three weeks. Unfortunately, I am unable to attach the full correspondence due to the significant number of emails exchanged.

It has now been 19 days since I requested three withdrawals, and 9 days since I was asked to complete document verification, despite having previously made one successful withdrawal and multiple deposits without being asked for any verification. In addition to the pending withdrawals, I also wish to withdraw the remaining balance currently available in my account.

Given the time that has elapsed and the lack of progress, I respectfully request your intervention to ensure this matter is resolved promptly and fairly.

I remain at your disposal should any further information or documentation be required.

Yours sincerely,

Mario

Hello Casino Guru team,

First of all, thank you for your work helping players like me communicate with casinos. I really appreciate your support.

It has been 20 days since my withdrawal request, and I still haven’t been verified or received my funds from legitimate authority. I have provided all requested documents, including my card ownership document for the card ending 7849, expiration 01/2031, which has been approved and validated by my bank.

I would greatly appreciate any assistance you can provide in resolving this issue with the casino as soon as possible, as the delay is causing significant inconvenience.

Thank you very much for your time and help.

Best regards,

22 days still waiting…

Dear Carbos,

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, Igor, igor.p@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 Carbos,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Spinsy Casino and I hope that together we will come to a successful resolution of your issue.

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 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 for providing the information.

Dear Carbos,

As previously mentioned by my colleagues, further verification is required to proceed with your withdrawals. We can confirm that we have located the document you uploaded to your account.

To expedite this process, we have escalated your file to the relevant department for a priority review.

We understand that you are eager to receive your funds, and we are working to complete this review as quickly as possible. We will notify you as soon as we receive an update from the verification team.

Thank you for your continued patience and cooperation.

Best regards,

Spinsy Casino Team

Dear Spinsy Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Spinsy Casino,

I have been waiting 24 days for my withdrawals, despite having previously deposited and withdrawn without verification, so I do not believe I am being impatient at all.

The additional documentation has been sent ten times, approved and validated by my bank, which makes it incomprehensible and unacceptable that you are taking this long to accept it. I consider these procedures to be clearly abusive and disproportionate, especially when dealing with funds that are my legitimate property. It is neither reasonable nor acceptable that it should take between 5 and 8 business days —or even more— to authorize a withdrawal, particularly when all verification requirements have already been met beforehand.

These kinds of practices violate the principles of transparency, efficiency, and good contractual faith that should govern this type of service, creating a situation of helplessness and uncertainty for the user, who sees access to their own money restricted without justified cause.

I expect a solution and a response from you.

Good morning, it seems that one of my withdrawals has finally been processed. I am still waiting for two more withdrawals that have been pending for over 20 days, as well as all the additional withdrawals that will follow after these.

Thank you very much to Casino Guru for your help and support.

Dear CasinoGuru,

I would like to inform you that CasinoSpinsy still hasn’t paid out my withdrawals, after 25 days. We will keep you updated.

Thank you for your attention.

Day 22, Casino Spinsy still hasn’t paid out my withdrawals, after 26 days. We will keep you updated.

Thank you for your attention

I don't need your help anymore. I waited 30 days and gave up. My current balance is zero. I'm going to sue this casino. I'm working with a law firm, and I don't care if I spend €30,000 as long as they go down. I've lost €6,000 because they're scammers and shameless crooks who play with people's money. I have 50 other Spanish people affected by these scumbags. The lawsuit will be historic. I hope you publish this comment because I'm going to take it all.

No necesito vuestra ayuda ya, he esperado durante 30 días y he desistido, mi saldo actual es 0, voy a denunciar a este casino, estoy con un buffete de abogados, y no me importa si me gastó 30.000 euros solo con que estos caigan, he perdido 6000€ debido a que son unos estafadores y unos sin vergüenzas, los cuales juegan con el dinero de la gente, tengo 50 personas españolas afectadas por esta gentuza, la demanda será histórica, espero que hagan publico este comentario porque voy a ir con todo

Dear all,

As the player has communicated that they have lost all of their funds and do not require our assistance, I will proceed to close this complaint as rejected.

Dear Carbos,

Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. We would really like to help, but it is impossible this time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Igor