SpinCity Casino - Играчът твърди, че плащането към него е забавено.

Still Waiting for Withdrawal – Repeated Delays, Unprofessional Support, No Resolution



I submitted my first withdrawal requests totaling about $4500 NZD. According to Spin City’s own stated policy, withdrawals are processed within 48 hours once verification is complete. It has now been over 48 hours, and my withdrawals remain in "Pending" status with no progress.

In this time, I have contacted support multiple times via live chat. Instead of receiving a clear answer or a confirmation of my account verification status, I have been given the same copy-pasted responses over and over again — sometimes even in a foreign language I do not understand. This is unprofessional and creates unnecessary confusion. I have full screenshots documenting these conversations.

At one point, the support team admitted my account verification had not even been requested yet, despite my withdrawal being well past the advertised processing time. Without verification being triggered, they can indefinitely delay paying out my funds.

I have now informed Spin City that I am preparing formal complaints to AskGamblers, Casino Guru, and their licensing authority, Curaçao eGaming. I have also made it clear that unless this matter is resolved promptly and my funds are released in full, those complaints will be posted publicly and left active.

At this stage, I have lost confidence in their willingness to process my withdrawal fairly or within a reasonable time frame. I will update this review if and when my funds are received, but as of now, I strongly caution other players against depositing here.

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 for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Dominika,

Thank you for your initial response. I understand your general guidance on withdrawal timeframes; however, my situation is not simply a case of a slow withdrawal — it is a refusal by Spin City Casino to even initiate the verification process, which is a mandatory step before any withdrawal can be processed.

Key points:

My withdrawal request was submitted on 10/08/25, and it has now been 2 days (48 hours which they said was the timeframe).

Support has repeatedly admitted in chat that my account verification has not yet been requested by the casino, meaning they can indefinitely delay paying my winnings.

I have been given the same copy-pasted responses multiple times, and in one instance, the agent switched to a foreign language I do not understand, which is unprofessional and obstructive.

This is not a case of simply "waiting in the queue" — the casino is intentionally not taking the first step to process my withdrawal. In effect, this prevents me from ever being paid.

Given these circumstances, I respectfully request that Casino Guru treat this as a potential non-payment case and contact the casino immediately, rather than waiting 14 days.

And of recent, Spin City Casino has completely stopped communicating with me.

My live chat messages are no longer being answered whereas previously they were answered in minutes.

My emails are being ignored.

I have received no replies, no updates, and no resolution.

They are holding my funds while refusing to respond to any form of communication. This is unacceptable and shows a clear lack of willingness to resolve the issue. I request Casino Guru to treat this as an urgent matter and contact the casino immediately.

My experience with Spin City Casino has been nothing short of unacceptable and unprofessional.

From the moment I requested my first withdrawal on 10/08/2025, the process has been a complete nightmare. Spin City is extremely quick to take deposits — their payment system works instantly and their support is happy to assist when you’re putting money in. However, when it comes to paying out winnings, they are the complete opposite.

Here are the issues I have experienced:

No Communication – The casino has now completely stopped replying to my emails. When they do reply, it’s with the same copy-pasted generic responses that do not address my questions.

No Verification Process Initiated – Most reputable casinos have an instant account verification tab where players can upload their documents straight away. Spin City does not. You have to wait for them to decide to trigger verification, and in my case, they have admitted that they have not even requested verification yet. This means they can delay payouts indefinitely.

Unreasonable Delays – It has been over 48 hours since my withdrawal request, and the 48-hour processing window they advertise has been ignored. There is no clear timeframe — the "wait" is entirely on their terms.

Unprofessional Behaviour – I have received replies in a foreign language I do not speak, making communication even more difficult. I have taken screenshots of these interactions to demonstrate the lack of professionalism.

Making Everything Difficult – Instead of a straightforward verification and payout process, Spin City has made every step slow, unclear, and unnecessarily complicated.

I have played at many online casinos, and I have never experienced anything like this. At other casinos, the verification process is immediate and transparent, and withdrawals are processed according to their stated timeframes.

Spin City Casino is failing to meet even the most basic standards for player communication and payment processing. In my view, this is not how a licensed casino should operate, and based on my experience, this site should not be running in its current form.

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

Dear player,

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,

Dominika