The player from North Rhine-Westphalia had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player experienced multiple delays with withdrawals totaling approximately €2,400, with issues arising from the payment service provider rejecting transactions. After several communications, the casino confirmed that all previous withdrawal requests had been processed, but further complications occurred regarding the classification of refunds as deposits, requiring additional wagering. Ultimately, the issue was resolved, and the player confirmed satisfaction with the outcome.
Spinsy Casino - Player’s winnings haven’t been received yet.
Amount: €4,500
Spinsy Casino
Safety Index:HighSafety Index
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8.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 month ago
Translation
Hello,
Unfortunately, since May 3, 2025, Spinsy no longer pays out withdrawals.
Until then, the money came slowly but steadily.
Unfortunately, nothing has been processed for two weeks now.
I have been reporting regularly via live chat.
Unfortunately, I'm just being put off there.
Best regards!
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Casino Analyst & Complaint Specialist
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1 month ago
Dear Moneymeka1990,
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.
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1 month ago
Translation
Hello,
I have had several successful payouts with SPINSY in the past.
Unfortunately, there's been a standstill since May 3rd. I keep getting put off in the live chat.
Best regards!
Automatic translation:
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Casino Analyst & Complaint Specialist
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1 month ago
Dear Moneymeka1990,
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.
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1 month ago
Translation
Hello,
The payment from 03.05 has now been paid.
Unfortunately, payments from May 16th are delayed again.
The promised 3-4 days are not kept.
I would like to keep this thread open.
Kind regards
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Casino Analyst & Complaint Specialist
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1 month ago
Dear Moneymeka1990, how much have you received in total so far?
How many withdrawals are currently pending and what are the values of these pending withdrawals?
Do you plan to request any further withdrawals soon?
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1 month ago
Translation
Hello,
Currently, there are payouts of over €1,500 from May 16/18/19 that have not yet been processed.
Best regards
Automatic translation:
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Casino Analyst & Complaint Specialist
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1 month ago
Dear Moneymeka1990, do I understand correctly that:
You have already received around €1,500 (from the May 3rd withdrawal),
You currently have another €1,500 pending (from withdrawals requested on May 16th, 18th, and 19th),
And you plan to request another €1,500 soon?
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1 month ago
Translation
Hello, there's been no activity with payouts since May 16th. 1,500 are actively being paid out, but nothing has happened for almost two weeks now. The chat keeps putting me off. Another €800 payout is planned.
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1 month ago
Translation
I've been waiting for payment since May 16th.
2 weeks.
In chat I'm just put off.
Can you invite someone from the casino to this thread?
Thanks
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Casino Analyst & Complaint Specialist
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1 month ago
Thank you very much, Moneymeka1990, for providing the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]) 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.
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Casino Analyst & Complaint Specialist
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1 month ago
Hello Moneymeka1990,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Spinsy Casino representative to enter the discussion.
Dear casino representative,
could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Moneymeka1990 can expect his withdrawal to be processed?
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1 month ago
Translation
Hello,
I received the 1500€ yesterday.
There is now only €350 outstanding in payout.
Actually, the thread can be closed.
Many thanks and best regards
Automatic translation:
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Casino Analyst & Complaint Specialist
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1 month ago
Hello Moneymeka1990,
I am happy to hear things are moving in the right direction. However, in case you do not mind, I would like to leave this complaint open until all funds are paid out.
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Casino representative
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1 month ago
Dear Moneymeka1990,
We would like to inform you that the last withdrawal has been successfully processed today.
The funds should arrive in your account soon, depending on the processing times of your bank.
Thank you for your patience throughout this process.
Best Regards,
Spinsy team
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4 weeks ago
Translation
Hello dear Spinsy Casino,
Today is the third working day after the €350 was transferred to my account.
No money has been received yet.
Could you please check this?
Thank you.
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3 weeks ago
Translation
Hello, the money is not in my account yet.
VG
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Casino Analyst & Complaint Specialist
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3 weeks ago
Hello Moneymeka1990,
thank you for your continued cooperation.
Dear casino representative,
can you update us on the current proceedings? Is the current delay only a matter of bank processing times? Alternatively, if there is a different issue, please let us know what we can do.
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3 weeks ago
Translation
Unfortunately, there is no money to date.
LG
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Casino representative
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3 weeks ago
Dear Moneymeka1990,
We would like to inform you that the €350 payment we previously processed was unfortunately rejected by the payment service provider.
We sincerely apologize for this inconvenience.
That said, we are prioritizing the processing of all new withdrawal requests.
Thank you for your patience and understanding.
Best Regards,
Spinsy Casino
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3 weeks ago
Translation
Hello, thank you for your reply. There are currently three payouts pending that have not yet been processed.
The payouts that were initiated are not yet in my account.
I hope the service provider will make it work this time.
have a nice weekend!
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2 weeks ago
Translation
Hello,
To date, I have not received a single cent of the approximately €2,400 in outstanding payments.
Regular bank transfer was chosen for withdrawal, which has worked with Spinsy in the past.
Unfortunately, I have been waiting for my money for weeks without any result.
Kind regards
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Casino Analyst & Complaint Specialist
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2 weeks ago
Dear parties,
thank you both for your continued cooperation, I hope the issue will be resolved soon.
I would like to ask you to keep us updated on the payment's status. In case it gets rejected again, we should think about an alternative payment method. Would this be possible?
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Casino representative
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2 weeks ago
Dear Moneymeka1990,
We’re very sorry for the earlier delays and any trouble this caused.
All your withdrawal requests — including the most recent one — have now been fully processed on our side. There are no pending withdrawals left in your account.
Several of your earlier requests were cancelled from your side, likely in order to submit a new one, which may have caused some confusion.
Thank you for your patience, and we again apologize for the inconvenience.
Best Regards,
Spinsy team
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2 weeks ago
Translation
Hello,
I have just written to the colleagues from your chat.
I was told that the payouts from June 10th and 11th were again not accepted by the service provider.
Please add the money (1400€) back to my gaming account so that I can withdraw by credit card this time.
Please also note that I can withdraw my money; the last time you refunded the €350, it stated that I would have to wager it in full again, even though the money only came back into my gaming account due to an error on the part of your service provider.
Thank you and best regards!
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2 weeks ago
Translation
Hello,
Today, €900 of the €1400 that could not be paid out due to the service provider error were returned to my gaming account.
I kindly ask you to also credit the last €500 back to my gaming account so that I can withdraw it via credit card.
Thanks!
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2 weeks ago
Translation
Hello,
The last 500€ were refunded to my gaming account today.
The problem now is that I can't withdraw the money because the system considers the refund a "deposit" and wants me to wager the entire €1,400 again.
Please correct this error so that I can now withdraw my money using a different payment method than before (now credit card).
Thank you!
Automatic translation:
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Casino Analyst & Complaint Specialist
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2 weeks ago
Dear Moneymeka1990,
thank you for your continued cooperation. I hope the issue will be resolved soon.
Dear casino representative,
I believe we are on the right track here. Are you please able to look at the mentioned technical issue? In case the money has been wagered sufficiently in the past, I believe the player should not be forced to do so again.
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Casino Analyst & Complaint Specialist
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Moneymeka1990,
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/www.kpvfaw.com. 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,
Martin
