The player from Germany had requested a withdrawal prior to submitting their complaint. Unfortunately, their winnings had not been received yet. The complaint was escalated to the casino, which eventually processed the player's entire balance as a one-time exception despite usual limits. The payout had been confirmed by the casino, and the player was asked to confirm receipt. However, due to the lack of response from the player following the payout confirmation, the complaint was closed.
Spinsy Casino - Player’s withdrawal has been delayed.
Amount: €38,000
Spinsy Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.1
Spinsy Casino has a Safety Index of 8.1, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 days ago
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2 months ago
Translation
After some heavy losses, I finally got a little lucky and won €38,000 at Spinsy Casino.
Unfortunately, I have to say that with my last winnings at Spinsy I have always fallen for their scam and have regularly lost winnings of €4000 because they simply do not pay out the money or take weeks to process payouts.
When you contact customer service, you only get generic, standard responses and are put off. It's the same thing every time.
I find the maximum withdrawal policy at this casino questionable. A maximum of €500 per withdrawal, a maximum of one withdrawal per day, and a maximum of three withdrawals per player. This means I have to wait three days before I can request a withdrawal of €1,500.
According to Spinsy, my current VIP level would also allow me to have higher withdrawal limits. However, none of this has been implemented in the system.
Now, in my case, they're letting 11 days go by without processing my withdrawal. Nothing is processed on weekends anyway. Then I could wait years for my money to be paid out.
I have never experienced this in any other casino, most of them pay out up to €5000 within 2 days - in my opinion this is a scam that other players have to wait for
The casino's security index is rated far too high. A casino that doesn't pay out money but only accepts deposits should receive the lowest rating.
Looking back, I've read so many bad things about spinsy. On Trustpilot, they have a 1.2 star rating, which is unique on the market.
I'd like to find a solution for my payouts. If you've lost so much money, you should at least get your winnings paid out.
I'm asking for help so I don't have to spend hours every day struggling with this. Also, so the casino can either change its withdrawal policy or, if not, stop new players from signing up.
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PR Assistant
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2 months ago
Dear Casimo90,
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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PR Assistant
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2 months ago
Dear Casimo90,
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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2 months ago
Translation
Hello, Thank you for your support. Unfortunately, nothing has happened so far; not a single payout has been processed, despite repeated promises to treat them with the highest priority.
Likewise, my withdrawal limit was not adjusted to the current VIP level in accordance with the terms and conditions.
I also contacted my personal VIP manager and asked if he could help me with the withdrawal issue.
No help came from him either.
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2 months ago
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Update: So far, €1,000 has been paid out. If the processing time remained the same, I would have to wait over 2.5 years. I request that the €14,000 per month promised in the terms and conditions be paid out, and that I not have to wait between 2 and 3 weeks for every single €500 withdrawal.
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PR Assistant
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2 months ago
Thank you Casimo90 for all the information provided so far. The casino should definitely respect their own terms and pay out according to them. I will now forward your complaint to my colleague Romi ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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Community & Complaints Administrator
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1 month ago
Dear Casimo90,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Spinsy Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Spinsy Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
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1 month ago
Translation
Hello,
Thank you for your support.
Update: €1,500 has now been paid out. My current withdrawal limit is €800 per withdrawal, and a maximum of three withdrawals can be open at the same time. Three withdrawals are currently open and are once again not being processed. As of now, Spinsy has paid out €1,500 between April 14, 2025, and today. That corresponds to 23 days - I assume it will take several weeks again until the currently pending withdrawals are processed. Spinsy's terms and conditions state that with my current VIP status of Level 3, a total of €12,000 can be withdrawn monthly. Currently, it looks more like the monthly amount paid out is limited to €1,500. Since withdrawals were requested over two months, a total of €24,000 would be due for withdrawal for May and April. I ask Spinsy to adhere to this.
If the payout processing speed doesn't increase, I would have to wait over two years for the full payout. I find this absolutely unreasonable.
And I have contacted customer service several times so that the payouts receive priority in processing.
I strongly suspect that Spinsy deliberately slows down payouts to encourage players to gamble away their winnings. I find this highly questionable – the security rating stated by Casino Guru, which is above average, should be adjusted for such practices.
I've never experienced anything like this before. Most casinos pay out within hours, and usually €4,000 per day.
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Community & Complaints Administrator
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1 month ago
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.
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Casino representative
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1 month ago
Dear All,
We forwarded the information about the customer's current pending withdrawals and they'll be processed as soon as possible.
Kind regards,
Spinsy team
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1 month ago
Translation
Dear Spinsy team, please process not only the currently pending withdrawals promptly, but also all future withdrawals! Thank you very much.
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Community & Complaints Administrator
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1 month ago
Dear Casimo90,
Could you update us whenever you have some news, please?
Thank you in advance.
Best regards,
Romi
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1 month ago
Translation
Hello Romi,
A total of €3900 has been paid out over the past 1 month and 4 days.
Currently, there are three withdrawals pending that have not yet been processed. I expect Spinsy to pay them out in the coming week, rather than requiring another two-to-three-week processing time.
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1 month ago
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No further withdrawals so far, and my VIP level has been downgraded. I was contacted and encouraged to play. I was also offered rewards that I would receive if I lost the money.
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Casino representative
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1 month ago
Dear Casimo90,
Please be informed that we have requested documents to verify your account. You can find the list of required documents in the Verification tab of your profile. Once you have uploaded all the requested documents and they have been reviewed and accepted, we will resume processing your withdrawals.
Kind regards,
Spinsy team
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1 month ago
Translation
Dear spinsy team, last week I was asked to verify my account. I completed this within an hour and uploaded all the required documents. I also received written confirmation via spinsy's live chat and captured it as a screenshot. Why should my account be verified again? There's no indication of this in my account.
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1 month ago
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It's obvious that such measures artificially delay payouts. I expect Spinsy to propose how I can get my money paid out in a timely manner according to the terms and conditions, or to pay the entire outstanding amount in full. It's unreasonable to have to deal with this for years. If Casino Guru doesn't take further action, I'll be forced to contact other institutions and authorities, including public figures with a wide reach who are active in this industry. I do not wish to take such measures and request an amicable solution.
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Casino representative
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1 month ago
Dear Casimo90,
The slots for uploading the documents should be available in your profile. If they are not visible, please provide us with a screenshot showing the issue.
In accordance with our terms and conditions:
6.16 The Company may delay processing of your withdrawal request to perform checks of your identity, account balance, source of funds and of your compliance with the Terms. In such cases, the Company may start and/or take part in and/or help in the investigation of the circumstances and you agree to provide support and assistance in any such investigation. The Company reserves the right to postpone performing any payments or providing the sum of the winnings until all verification procedures and checks outlined in the Terms are successfully completed.
Kind regards,
Spinsy team
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1 month ago
Translation
First, my account was already verified last week, and I'm happy to send a screenshot showing that, according to the website, no documents need to be uploaded. Furthermore, as I already wrote, I had your staff confirm this.
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Casino representative
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1 month ago
Dear Casimo90,
We'll check this and get back to you.
Kind regards,
Spinsy team
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Community & Complaints Administrator
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1 month ago
Thank you, Spinsy Casino.
We'll wait for any update regarding this.
Respectfully,
Romi
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1 month ago
Translation
The way Spinsy treats its most valuable customers is absolutely outrageous. Criminal and fraudulent. I've already been called three times by a VIP manager who threatened me that if I didn't lose my money, I'd be downgraded, and my withdrawals would take even longer. He also said that if I lost all my real money, he would transfer me €3,000. I've documented everything and am giving Spinsy one last chance to pay out my already significantly diminished balance in one go, because they're so behind schedule. 
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Casino representative
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1 month ago
Dear Casimo90,
Please check the Verification tab in your profile again, it should be fixed now. We will prioritize processing your withdrawal requests once the requested document has been submitted, reviewed, and approved.
Kind regards,
Spinsy team
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1 month ago
Translation
All required documents have been uploaded. Please process your application promptly.
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Casino representative
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3 weeks ago
Dear Casimo90,
Please be informed that your pending withdrawal requests have been processed. We kindly ask you to request new ones and we'll process them as quick as possible.
Kind regards,
Spinsy team
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Casino representative
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3 weeks ago
Dear Casimo90,
Please be informed that, in order to resolve your complaint as promptly as possible and to ensure your satisfaction, our management has approved a manual withdrawal of your entire balance, despite the usual withdrawal limits, as a one-time exception.
We will proceed using the same bank details you previously provided for your earlier withdrawal requests. This process will be arranged as soon as possible.
Kind regards,
Spinsy team
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3 weeks ago
Translation
Thank you very much, that is extremely kind.
Thank you and if I had been happy about such a solution earlier, then I probably would not have lost the majority of my winnings again.
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Casino representative
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2 weeks ago
Dear All,
Please be informed that the customer's balance has been paid out from our side on 14.06.25.
Kind regards,
Spinsy team
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Community & Complaints Administrator
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2 weeks ago
Greetings, all.
Thank you, Spinsy Casino, for the update.
Dear Casimo90,
Could you confirm whenever you receive your payout, please?
Thank you.
Best regards,
Romi
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Community & Complaints Administrator
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1 week ago
Dear Casimo90,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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Community & Complaints Administrator
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4 days ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Romi
www.kpvfaw.com
