Spinsy Casino - Тегленето на $6000 от играча е забавено.

$6000 AUD Withdrawal Delayed Without Clear Reason.

Hello Casino Guru,

I am filing this complaint regarding Spinsy.com casino. I requested my first withdrawal on 2nd July 2025, and as of today 12th July 2025, the withdrawals remain in "Pending" status with no clear timeframe for completion.

The total I am attempting to withdraw is $6,000 AUD, submitted in multiple daily withdrawal requests of $750 AUD each, following the casino’s stated withdrawal limits. With a maximum of 3 withdrawals.

Despite my repeated polite follow-ups via email and live chat:

I was initially told the transaction had been processed and was pending bank approval, which was incorrect as the withdrawals still showed as "Pending" in my Spinsy account.

Later, they admitted the withdrawals had not been processed due to "high workload."

No exact timeframe for payout or transaction reference was provided.

They have not requested verification documents at this stage, though I have readily provided it them over email which they received.

I have complied fully with their Terms & Conditions and have been patient for several business days.

I am now requesting Casino Guru’s assistance in ensuring Spinsy Casino processes my withdrawal in a timely manner.

Thank you for your help.

Kind regards,

[name hidden by Casino Guru]

Hello,

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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

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 Casino Guru team,

I completely understand that delays can happen, and I’ve been fully cooperating with the casino. I submitted my first withdrawal request on 2 July 2025, and while Spinsy support has acknowledged that the payment is overdue, they haven’t given me a processing date or requested any verification documents but I gave to them in advance anyway.

Thanks again for your assistance — I truly appreciate it.

Best regards,

T.

Thank you for your response.

To better understand your situation, could you please clarify the following:

• Have you made any successful withdrawals from this casino in the past?
• What types of games did you play?
• Did you accumulate your winnings while using a bonus, or were they made without any bonus involved?
• Has the casino provided any explanation for the delay in processing your withdrawal requests?

Thank you in advance for your answers — they will help us move forward with your complaint.

Hi Casino Guru Team,

Sure here are the answers for your questions.

No, I have never made a withdrawal on this site before.

I played a variety of table games and slot machine games

Yes I did use a bonus initially, but I fully completed the wagering requirements before making any withdrawal request. My balance at the time of withdrawal was from real funds after clearing the bonus and any associated T&Cs.

They have given no real reason except constant excuses and saying that there is an "unexpected delay"

I have still recieved no updates or an expected pay out date or period. I worry how long it will take me to get 6k withdrawaled when i can currently on withdraw for 750x3 2250$ AUD at a time at this rate could take months.

Thanks for your response if you need any more information, please let me know.

Hello Casino Guru Team,

It has now been 14 days since the first withdrawal with no updates, I have relevant screenshots id like to share but i am unable to post screenshots through here for some reason is there anywhere i can send screenshots to you

Kind regards

T.

Hi Veronika, I sent an email to the email on your profile with attachments of screenshots relevant to this complaint as i am unable to post them in here

Kind regards,

T.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Casino Guru Team,

I have had my partial payments completed in withdrawal today, but still awaiting for funds to be received through my bank. My remaining balance of $3750 is still pending withdrawal due to an imposed $750/day cap. I’m requesting for Spinsy to process the remaining balance urgently or lift the limit. Because at this rate I'll be waiting months to get my full $6000, which is unacceptable.

Dear treyrich25,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinsy Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear treyrich25,

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

Thank you, Jana and Spinsy team, for your responses.

I’d like to emphasize that I still have a remaining balance of $1500 with another $750 x 3 in withdrawal request and awaiting bank funds of 1500 out of 2250 with only 1/3 $750 payments paid out into my bank account so far.

Due to a restrictive $750/day withdrawal cap. (Which i also find low considering EU players can withdraw 500 EUR a time, 750 aud is equal to only 420 EUR) At this pace, i feel it will take months for the full amount to be paid out through your process.

I respectfully request that Spinsy either expedite the remaining withdrawals or lift the cap entirely so this issue can be resolved in a reasonable timeframe. Seeing as their monthly withdrawal limit for AUD on casinoguru is 10,500 and it has also now been over 3 weeks now since the first withdrawal request.

I look forward to your updates and thank you.

Hello Spinsy and Casino Guru Team,

I can now confirm i have received $3750 and now have $750 still pending in withdrawals and another $1500 waiting to be able to request to withdrawal

I am requesting Spinsy remove my daily withdrawal limit so I can request 2x$750 withdrawal requests for the remainder of my balance so I can receive the rest of my funds in a timely manner.

Thanks

T.

Dear treyrich25,

Please note that the daily limits are predefined by the provider and cannot be adjusted.

However, the responsible department has prioritised your withdrawal request and has initiated the processing accordingly.

Please be advised that, depending on your bank’s processing times, the transfer may take several business days to appear in your account.

We appreciate your understanding and patience in the meantime.

Thank you,

Spinsy Team

Thank you for the update.

I understand that your current policy restricts withdrawals to $750/day, but I still find this approach unnecessarily slow and unfair given the total payout amount of $6,000.

I now have $2,250 remaining to be paid, and I will keep this case open until the full amount is received. I appreciate that the request is being prioritized and will continue to monitor progress.

Thanks again to both Spinsy and Casino Guru for your ongoing assistance.

I have received $750 but still waiting on a remaining $1500 which are a pending $750 withdrawal, and $750 waiting to reach my bank account. It has been past 3 business days since the $750 pending withdrawal, would spinsy please process as soon as possible to resolve this complaint.

Thanks

T.

Dear treyrich25,

Please note that the relevant department has requested specific documentation from you.

Kindly check the Verification tab on your profile and upload the requested documents accordingly.

Thank you in advance,

Spinsy Team

I have successfully verified, if you could please withdrawal the remaining $750 now.

Thanks

T.

Dear treyrich25,

Please note that the relevant department has requested additional information from you. Kindly check the Verification tab on your profile and upload the requested documents accordingly.

Verification was not required on your account until now, which is why this request has only recently been initiated.

Thank you in advance,

Spinsy Team

Why now on the last withdrawal and end of the business week after already asking for verification the other day wanting more again now and delaying this process further, I have finished all documentation requirements now.

Hello Casino Guru team,

I had submitted verification as shown and Spinsy has failed to tell me whether my verification had failed or passed via any communication method. So I logged in to check today on the progress to find that I still have to submit the same documents again with no explanation or any reasoning as to why. I find this practice highly unfair to not even notify me about my verification or give any reasoning to why they want the same documents a second time.

Dear treyrich25,

We would like to inform you that the relevant department has reviewed the documentation you submitted. Unfortunately, the documents provided do not meet the required specifications.

Kindly log in to your profile and upload the correct documents via the Verification tab.

Thank you in advance for your cooperation.

Spinsy Team

I have resubmitted verification, one of your verifications asks for a months worth of transaction summary from my card only which is not possible and is only a digital card so I can only take screenshots proof which I have explained to your live support.

If you are to reject my verification please atleast inform me this time on the reasoning as to why it has been rejected via email so I know instantly.

Dear treyrich25,

We would kindly request to check the email received and upload the required document in order to complete your account verification.

Thank you in advance.

Kind Regards,

Spinsy Team

Dear Casino Guru and Spinsy team,

I have sent multiple images of the transaction history from the card including from the month periods they ask for, then I tell them over live support that i cannot get a pdf for just this cards transaction history with my bank.

I dont appreciate how difficult spinsy is making this process when I have clearly sent photos of the transaction that I made with the card verified I own and the 30 days of transaction from before then. Every single time I submit new verification they ask for more verification with differing requirements.

I have never had such an unpleasant verification AND withdrawal experience with a casino like this before.

Can spinsy please provide a way I can submit something relevant that isnt an original PDF that I am unable to obtain because my bank does not allow it. At first your verification said it can be photos and now you dont allow and say i have to use PDF after telling you I can't do PDF. I have been fully compliant with everything so far and dont know why you are making this so difficult over the last $750....

Regards

T.

Hello Casino Guru and Spinsy team,

It has been almost a week now since I asked about my verification and how I am unable to provide the very specific requirement because my bank doesn't provide pdf statements for the specific card, ive provided instead the transaction receipt of where i deposited to the site and screenshots from my banking app of transaction history that they ask for but they will not accept unless it is PDF which ive stated is not possible for me to do for this card.

I have contacted support multiple times to come up with a conclusion on what I can submit instead as verification but it has just been getting delayed as per usual through Spinsy, i get told i will receive an email from support and I never get any emails.

Please provide me with a way I can complete verification.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear treyrich25,

We would like to inform you that, in the last transaction history provided, your name is not visible.

Please upload the required document in order to complete your account verification.

Thank you in advance.

Kind Regards,

Spinsy Team

Now you have blocked my account from entering your website? Why do you try and waste my time so much and make things difficult...

Dear Spinsy Casino representative,

the player doesn´t have an access to the website. Could you please provide the access so he can upload the necessary documents in order to fully verify?

Dear treyrich25,

We would like to inform you that from our side, you are able to upload the required document.

The screenshot provided shows that you might forgot the password.

We kindly request to clean cache and cookies or try from another device.

Thank you for your cooperation.

Kind Regards,

Spinsy Team

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

Dear treyrich25,

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,

Jana