The player from Italy has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet.
Spinsy Casino - Player claims that payment has been delayed.
Spinsy Casino
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Current status
Waiting for Casino Guru to reply
6d 11h 13m 44s
Case summary
12 hours ago
Public
Visitor
Public
1 week ago
Translation
Hi, I made 2 withdrawals of 500 euros, one on June 17th and the other on June 18th, both of 500 euros, to date June 27th nothing has arrived yet, usual delays and live chat that always responds in the same way, other withdrawals instead arrived in 3-4 days maximum
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
Dear TheMaGIcAnDRex,
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
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.
Public
Complaint Specialist
Public
3 days ago
Dear TheMaGIcAnDRex,
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.
Public
Visitor
Public
3 days ago
Translation
good afternoon, no unfortunately still nothing... 2 weeks have passed and I still have not received my money continuing to contact the live chat but the answers are copy and paste, I ask you for help, if you need I will provide you with everything you need thanks
Automatic translation:
Public
Complaint Specialist
Public
13 hours ago
Thank you for your response.
Have you made any successful withdrawals from this casino before?
Could you kindly confirm if you passed the full KYC verification?
When was the last time the casino communicated with you regarding the payout of your winnings?
Did you accumulate your winnings with or without a bonus?
Casino Guru is examining the case
