Spinsy Casino - プレイヤーの撤退が遅れています。

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

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.

Best regards,

Kristina

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.

Hi Kristina

Have you made successful withdrawals in the past?

-YES THEY HAVE EVADED WITHDRAWALS FROM ME IN THE PAST

Could you confirm that you have passed the KYC verification?

-YES

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

-ABSOLUTELY NOT

Ciao kristina

Hai già effettuato prelievi con successo in passato?

-SI MI HANNO EVASO DEI PRELIEVI IN PASSATO

Potresti confermare di aver superato la verifica KYC?

-SI

Hai accumulato le tue vincite con o senza un bonus attivo?

-ASSOLUTAMENTE NO

Kristina, I am asking for urgent intervention in this rather ridiculous matter.

It is not normal to wait this long for withdrawals (16 days).

Your intervention could help correct these injustices at this casino regarding the very long waiting times.

They absolutely must change their approach and understand that by doing so they will only lose potential customers

Kristina chiedo l’intervento urgente in questa questione alquanto ridicola.

Non è normale attendere tutto questo tempo per dei prelievi (16 giorni)..

L’intervento vostro può essere utile per far cambiare queste ingiustizie di questo casinó per quanto riguarda le tempistiche molto lunghe.

Devono cambiare assolutamente approccio e capire che così facendo perderanno solo potenziali clienti

Thank you for your reply. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi Cristina, as you can see, 3 withdrawals were processed within a month, the last one was on 07/20.

Could you please encourage Spinsy to process others? Since it's not possible to process only 3 withdrawals per month?

Salve Cristina , come può vedere sono stati elaborati 3 prelievi completati nel arco di 1 mese , l’ultimo è stato quello del 20/07.

Puo gentilmente incentivare spinsy nell’elabroazione degli altri ? Visto che non è possibile elaborare 3 prelievi solo al mese

HI CRISTINA, today July 28th nothing has been processed yet, this situation is not normal.

3 withdrawals in 1 month, never happened in any type of casino. It seems absurd to me that the department is so slow in processing. Something must be done.

CIAO CRISTINA, oggi 28 luglio non è stato ancora elaborato niente, non è normale questa situazione.

3 prelievi in 1 mese, mai successo in nessun tipo di casinò.. mi sembra assurdo che il dipartimento sia cosi lento nell'elaborazione.. bisogna fare qualcosa..

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 GianmarcoMalgieri96,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinsy Casino representative to join this conversation.

Dear Spinsy Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

From June 30th to today, against a credit balance of €5,500, only three withdrawals have been processed, spaced several weeks apart, without any plausible reason or transparent communication from the casino.

Despite my repeated daily contact via chat and email—where I receive only canned and inconclusive responses—the situation has remained unchanged. The support agents themselves have repeatedly acknowledged the anomaly and unacceptability of this behavior, but no concrete follow-up has ever been forthcoming.

This conduct, in addition to being seriously infringing on my rights as a player, violates the most basic rules of fairness in the management of user funds. Furthermore, this conduct could constitute undue withholding of funds or potentially worse, in the absence of immediate and documented action.

I therefore ask for urgent intervention so that:

Please provide me with a formal and detailed explanation of the reasons for this delay;

A clear and binding deadline should be established for the disbursement of the remaining balance;

Dal 30 giugno ad oggi, a fronte di un saldo attivo di €5.500, sono stati elaborati soltanto tre prelievi, distanziati tra loro di diverse settimane, senza alcuna motivazione plausibile, né comunicazioni trasparenti da parte del casinò.

Nonostante i miei ripetuti contatti giornalieri via chat e tramite email — in cui ricevo esclusivamente risposte precompilate e prive di contenuto risolutivo — la situazione è rimasta invariata. Gli stessi operatori dell’assistenza, più volte, hanno riconosciuto l’anomalia e l’inaccettabilità di tale comportamento, ma senza che vi sia mai stato seguito concreto.

Questa condotta, oltre ad essere gravemente lesiva dei miei diritti di giocatore, viola le più basilari regole di correttezza nella gestione dei fondi degli utenti. Si tratta inoltre di un comportamento che potrebbe configurarsi come trattenuta indebita di denaro o potenzialmente peggio, in assenza di provvedimenti immediati e documentati.

Chiedo pertanto un intervento urgente affinché:

Mi venga fornita una spiegazione formale e dettagliata delle cause di tale ritardo;

Venga stabilito un termine chiaro e vincolante per l’erogazione del saldo residuo;

Dear GianmarcoMalgieri9,

Our sincere apologies for your experience.

Your request has been forwarded to the appropriate department.

We will inform you as soon as we have further information.

Thank you,

Spinsy  Team

Dear Spinsy Casino,

We will be waiting for your update.

Thank you for your cooperation.

Do I have to wait longer now for a response? How long do I have to wait?

DEVO ATTENDERE ALTRO TEMPO ORA PER RICEVERE UNA RISPOSTA? QUANTO TEMPO DEVO ATTENDERE??

Dear GianmarcoMalgieri9,

Your patience is truly appreciated.

We are pleased to confirm that your withdrawal has been successfully completed on our end.

Should you have any questions or require further assistance, please do not hesitate to contact us.

Thank you,

Spinsy Team

Perfect, the 1500 have been credited, now I will withdraw the other 4500 remaining, I have already withdrawn 500 I hope you are quick. I will not close the case until all are credited.

perfetto, i 1500 sono stati accreditati, ora preleverò gli altri 4500 restanti, ho gia messo in preleivo 500 spero che siate veloci . Non chiuderò il caso finche non saranno accreditati tutti

Dear player,

We confirm that your withdrawal has been successfully completed on our end and is fully up to date. Should you wish to initiate a new withdrawal, please let us know and we will prioritise it accordingly.

Thank you,

Spinsy Team

Dear spinsy, I made a withdrawal of 500 euros today and it has not yet been processed.

I'm waiting for updates

Caro spinsy ho messo un prelievo di 500 euro oggi e non è stato ancora elaborato .

attendo aggiornamenti

Dear player,

Have you been able to progress in your withdrawal process?

Hi Marika, I requested two withdrawals, but they haven't been processed yet. I'm waiting for immediate processing because it's unusual to wait this long. I'm requesting expedited withdrawals.

Ciao Marika, ho fatto richiesta di 2 prelievi non sono stati ancora elaborati .. attendo spinsy nell’elaborazione immediata perche non è normale attendere ancora tutto questo tempo. Chiedo la velocizzazione dei prelievi

Spinsy is still stuck processing withdrawals. Only a small portion of the total amount has been processed. And this has been going on for almost a month and a half.

Mirka, can you please contact the casino?

Spinsy rimane ancora bloccato nel elaborazione dei prelievi.. solo una piccola parte è stata elaborata rispetto alla somma totale.. e questa situazione si sta portando avanti da quasi un mese e mezzo...

Mirka puoi sollecitare il casinò? perfavore

So, what's new?

Allora novità?

Good morning, I haven't cashed out my winnings yet. There are withdrawals still being processed. This situation is becoming stressful and quite unusual. It's impossible to wait this long.

can you process withdrawals immediately?

Buongiorno, non ho ancora incassato le vincite , ci sono prelievi ancora in elaborazione . Questa situazione sta diventando stressante e alquanto anomala .. non è possibile attendere tutto questo tempo.

potete elaborare immediatamente i prelievi ?

Dear player,

We kindly inform you that your two withdrawal requests were successfully completed on 7th of August.

Regarding the three new pending withdrawal requests, we kindly request that you remain patient as we endeavor to complete the withdrawals as soon as possible.

Thank you for your patience and understanding.

Kind Regards,

Spinsy Casino team

I hope they are processed today, I've been waiting for almost 2 months... speed up these withdrawals thanks

spero vengano elaborati oggi, sto attendendo da quasi 2 mesi … velocizzate questi prelievi grazie

Dear player,

Please notify me, when you receive the mentioned withdrawals.

Thank you for your patience.

Hi Mirka, you need to prompt Spinsy to process withdrawals.

Ciao mirka, dovete sollecitare spinsy nel elaborazione dei prelievi

Dear player,

Have you received any of the withdrawals since your last message?

There are still 1500 in withdrawal and they have not yet been processed, I ask you to encourage Spinsy to do so

Stanno ancora 1500 in prelievo e non sono stati ancora elaborati , chiedo di incentivare spinsy nel farlo

Dear All,

We kindly inform you that all three withdrawal requests were successfully completed.

Thank you for your cooperation.

Kind Regards,

Spinsy Casino team

Dear player,

Please notify me, when you receive the last withdrawals.

Thank you.

Last sampling missing

Manca ultimo prelievo

Dear player,

Could you please confirm, if you received the last withdrawal by now?

Dear All,

We kindly inform you that the final withdrawal request was successfully completed.

Thank you for your patience and cooperation.

Kind Regards,

Spinsy Casino team

Dear GianmarcoMalgieri96,

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.

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

Dear GianmarcoMalgieri96,

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,

Mirka