Hello,

I submitted a withdrawal request of €1,500 on 16.04.2025, and as of today, more than 6 days later, it still has not been approved. I have submitted all the required verification documents and received no response to my follow-up emails.

This delay is unacceptable, and I believe I have fulfilled all terms and conditions. I kindly ask for Casino Guru’s assistance in resolving this matter and helping me receive my rightful winnings.

Thank you in advance for your help.

Dear Violeta1982,

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.

Is now 9 days and i still dont riceve my money, this is a big scam casino , please help my to recover my money

Dear Casino Guru Team,

I would like to provide an update regarding my complaint against Spinsy Casino.

It has now been 10 days since I requested a withdrawal of €1,500, and the funds have still not been paid. I have contacted their support multiple times, but they only respond with vague apologies and excuses, without offering any concrete timeline or valid explanation.

I have fully verified my account, and there are no pending KYC issues on my side. This delay is unacceptable, and I am very concerned about the casino’s unwillingness to fulfill its obligations.

I kindly ask you to please proceed with the next steps in my complaint. I am counting on your assistance in resolving this situation.

Thank you very much for your support and understanding.

I would like to follow up regarding my complaint against Spinsy Casino.

It has now been over two weeks since I requested a withdrawal of 1,500 EUR, and I have still not received the money. Instead of processing the payout, the casino sent me a generic message stating that my account balance would be voided, without offering any clear or valid reason for this action.

I believe this is a serious violation of fair gaming and user rights. I fulfilled all the necessary verification steps, and there was no bonus involved in the winnings. I have attached the email I received from them so you can review their response yourself.

This behavior seems to be part of a larger pattern of avoiding payouts to players. I kindly ask for your continued support in helping me resolve this issue and recover my winnings.

Please let me know if you need any additional documents or evidence.

Thank you again for your help and time.

Best regards, 

Violeta N****

Dear Violeta1982,

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.

Dear Nick

Thank you for your follow-up.

Unfortunately, I have not received the 1,500 EUR withdrawal from Spinsy Casino, even though more than two weeks have passed since my request. 

Instead of processing the payout, I received a message from their support team stating that my account balance would be voided, without any clear justification. I have not broken any rules, I completed verification, and I did not use any bonus related to this withdrawal. I believe the casino is using vague terms to avoid paying out legitimate winnings.

I’m very disappointed by this behavior, which seems unfair and misleading. I kindly ask for your help in escalating this case further, as I feel I have done everything correctly on my end.

Please let me know if you need any more evidence or documentation from me.

Thank you again for your support.

Best regards, 

Violeta N***

Thank you for your response and for the effort to assist with my complaint. However, I am becoming increasingly frustrated and disappointed by the delays and lack of concrete action.

It has now been more than two weeks since I submitted my complaint regarding Spinsy Casino. Despite providing full documentation and details, there has been no progress or resolution. Meanwhile, my €1500 withdrawal remains unpaid and I have received a vague and unacceptable reply from the casino implying they will void my funds without justification.

Please understand that I am no longer willing to wait indefinitely. I kindly request a clear update on what steps you have taken, and whether the casino has responded or is cooperating. If there is no progress soon, I will be forced to escalate this case to legal authorities and publish full details across all available consumer protection platforms.

I trusted your platform as a mediator for fairness and transparency. I hope you can demonstrate that this trust was not misplaced.

Sincerely,

Violeta N****

violeta****@icloud.com

Still waiting – urgent update needed

Dear Casino Guru team,

I am still waiting for a resolution regarding my complaint against Spinsy and Smokace casinos. Please do not continue to make me wait if you are unable to help in any way. I kindly ask for transparency and honesty.

If there is no way forward, please let me know clearly so that I can take further legal steps without unnecessary delays.

Thank you for your understanding.

Best regards,

Violeta N****

Dear Violeta1982,

Would it be possible to forward your deposit, bonus and betting history along with the communication between you and the casino related to this case to [email protected] for further review?

Looking forward to hearing from you.

Regards,

Nick

Dear Nick,

Thank you for your message.

Yes, I will forward the deposit history, bonus and betting records, along with all relevant communication between me and Spinsy Casino to your email address ([email protected]) shortly.

I would also like to update you regarding the current situation: out of the total 1,500 EUR, Spinsy Casino has only paid me 1,000 EUR. The remaining 500 EUR withdrawal request from April 18 is still pending. They canceled it once without reason, and although I submitted it again, it has not been approved to this day.

This kind of behavior is extremely frustrating and unacceptable. I truly hope you can help bring some resolution.

Dear Violeta1982,

I still haven't receive any e-mail from you.

Please forward the requested information otherwise we won't be able to proceed in resolving the matter.

Regards,

Nick

I received my money from Spinsy Casino after a very long wait of three weeks. I do not recommend this casino – they are very bad at paying and do not process withdrawals on time.

Dear Violeta1982,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

www.kpvfaw.com