Hello,

Unfortunately, the casino does not stick to the conditions. I won a total of €12,395. It says that withdrawals are processed within three days, which is absolutely not true. I withdrew €500 on three days on February 17, 18 and 19 and these are still being processed today. When I asked customer service, they always told me the same thing, that it is in the final phase and that I should be patient. It is always the same pre-written texts that everything is fine and the money will be there soon. In addition, there is a monthly withdrawal limit of €7,000, which will never be reached at this rate... Everything is fine with my account, I have not activated a single bonus, let alone played, and everything is fine in the account during verification. As I see it is not an isolated case and happens very often. I am asking for your help, because the casino is violating two conditions. One is the withdrawal time and the other is the failure to comply with the monthly withdrawal limit. I hope someone can help me.

Hallo,

Leider h?lt dich das Casino nicht an die Bedingungen.Ich habe insgesamt 12395 € gewonnen.Da steht das Abhebungen innerhalb drei Tage bearbeitet werden, was absolut nicht der Wahrheit entspricht.Ich habe am 17.02, 18.02 , 19.02 an drei Tagen jeweils 500 € abgehoben und diese sind bis heute noch in Bearbeitung.Auf Nachfrage beim Kundenservice erz?hlt man mir immer wieder dasselbe , dass es in der Endphase sich befindet und ich soll mich gedulden.Es sind immer dieselben vorgefertigte Texte, dass alles in Ordnung und das Geld bald da ist.Au?erdem hat man einen monatlichen Auszahlungslimit von 7000 €, diese werden ja niemals erreicht bei diesem Tempo......Mit meinem Konto ist alles ok, ich habe keinen einzigen bonus aktiviert , geschweigedenn gespielt, Bei der Verrifizierung ist auch im Konto alles ok.Wie ich sehe ist das kein Einzelfall und passiert sehr h?ufig.Ich bitte um Mithilfe, denn das Casino verst??t gegen 2 Bedingungen.Einmal die Abhebungsdauer und einmal das Nichteinhalten des monatl.Auszahlungslimit.Ich hoffe man kann mir weiterhelfen.

Dear 10591,

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.

Hello, thank you for your feedback. 14 days is not long now, I checked my account again, unfortunately not a single payment has been processed. The month is almost over and I have not received a cent, how am I supposed to reach the €7000 monthly withdrawal limit, and when I go to verification, it says it is not necessary, and there is no way to send anything personally because, as already mentioned, everything is in order. I don't understand why you have to chase after your winnings so much and this casino doesn't stick to its terms and conditions. I hope everything gets sorted out as quickly as possible.

Hallo, vielen Dank für die Rückmeldung.14 Tage ist ja nicht mehr lange, habe mein Konto wieder überprüft, leider ist immer noch keine einzige Zahlung bearbeitet.der Monat ist bald vorbei, und ich habe keinen cent ausbezahlt bekommen, wie soll ich da auf die 7000 € mon.Auszahlungslimit kommen, au?erdem wenn ich auf Verrifizierung gehe, staht da nicht notwendig , es gibt auch gar keine m?glichkeit irgendwas eigenh?ndig zu schicken, weil ja wie schon erw?hnt alles in Ordnund ist.Ich verstehe nicht warum man soo hinter seinem Gewinn herennen muss und dieses Casino sich nicht an seine Bedingungen h?lt.Ich hoffe es kl?rt sich alles schnellstm?glich.

Dear 10591,

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.

Hello,

Unfortunately, my withdrawals have not been processed to date! When I ask, I always get the same answer, that it is in the final phase and I should be patient. It cannot be that the terms and conditions state that withdrawals are processed within 3 days and I have already been waiting for my withdrawals for over 2 weeks, the third week has already begun. At this rate, you will never reach the €7000 monthly withdrawal limit. As already mentioned and when I asked, everything is fine with my account. I have never activated a bonus or played, the winnings were made entirely from real money! Please help. Thank you for the feedback.

Best regards

Hallo,

Leider sind meine Auszahlungen bis heute nicht bearbeitet worden!!Auf Nachfrage kriegt man immer dieselbe Antwort, dass es sich in der Endphase befindet und ich mich gedulden soll.Es kann doch nicht sein, dass in den Bedingungen steht innerhalb von 3 Tagen werden Auszahlungen bearbeitet und ich schon seit über 2 Wochen auf meine Auszahlungen warte, die dritte Woche hat begonnen. So wird man nie die 7000 € mon.Auszahlungslimit erreichen, bei diesem Tempo.Wie auch achon erw?hnt und auf Nachfrage ist mit meinem Konto alles in Ordnung .Ich habe nie einen Bonus aktiviert oder gespielt, der Gewinn ist komplett aus Echtgeld erzielt worden!Bitte um Mithilfe.Vielen Dank für die Rückmeldung.

Liebe Grü?e

Thank you 10591 for all the information provided. I will now forward your complaint to my colleague Martina ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear 10591,

My name is Martina 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 representative, 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 10591, thank you for the update and screenshots you have sent to me by email! I just want to make sure, I understand it correctly.

You have requested a withdrawal of 12395 € (in several payments). and only the 3 of those requests are being processed but are pending. I am not sure is happening with the rest of the withdrawal requests. They are not even being processed till now?

HELLO

I have won a total of €12,395! As mentioned above, I made 3 withdrawals of €500 each on February 17, 18 and 19, and these have not been processed to date! You can see that in the screenshot. I cannot have the remaining balance paid out as long as the first withdrawals are not processed (since you can only make a maximum of 3 withdrawals). To date, I have not received a cent. I will never reach the monthly withdrawal limit of €7,000 at this rate, as the casino has not processed any withdrawals yet. It has been almost 3 weeks! That can't be true. I have been on the live chat so many times, but I always get the same answers.

HALLO

ich habe insgesamt 12395€ gewonnen!Davon habe ich wie oben erw?hnt 3 Abhebungen get?tigt am 17.02, 18.02, 19.02 jeweils von 500 € , diese sind bis heute nicht bearbeitet worden!dass sieht man auf den screenshot, das restliche Guthaben kann ich ja nicht auszahlen lassen, solange die ersten Abhebungen nicht bearbeitet werden,( da ja nur maximal 3 Abhebungen gehen) ich habe bis zum heutigen Tag keinen cent ausbezahlt bekommen.So werde ich nie auf das monatliche Auszahlungslimit von 7000€ kommen, bei diesem Tempo, da das Casino keine Auszahlung bis jetzt bearbeitet hat.es sind fast 3 Wochen um!!das kann doch nicht sein.Ich war auch schon so oft im Live Chat, aber immer wieder dieselben Antworten.

Dear 10591,

We would like to kindly apologize for the delay.

We would like to inform you that your withdrawal requests will be completed as a matter of urgency.

Kind Regards,

Spinsy Casino Team

Hello dear Spinsy Casino,

Thank you very much for processing the 3 withdrawal requests, each for €500. I still have a total balance of €10,895 and would politely ask you to process future withdrawal requests in such a way that I at least reach my €7,000 withdrawal limit each month, as stated in your terms and conditions. For this reason, I am asking Casino Guru not to close this case yet so that I can give updates on whether I have been paid the €7,000 each month or whether the casino is again not adhering to its terms and conditions. For now, thank you very much and I will give updates on further withdrawal requests as soon as they have been processed.

Hallo liebes Spinsy Casino,

Vielen Dank für die Bearbeitung der 3 Auszahlungsantr?ge jeweils in H?he von 500 €.Ich habe immer noch ein Guthaben von insgesamt 10895€ , und bitte sie h?flich , dass sie zukünftig die Auszahlungsantr?ge so bearbeiten , dass man monatlich zumindest auf seine 7000 € Auszahlungslimit kommt, sowie auch in ihren Bedingungen geschrieben.Aus diesem Grund bitte ich Casino Guru diesen Fall noch nicht zu schlie?en, sodass ich Updates geben kann, ob ich monatlich die 7000 € ausbezahlt bekommen habe oder sich das Casino wieder nicht an seine Bedingungen h?lt.Vorerst Vielen Dank und ich werde Updates geben über weitere Auszahlungsantr?ge , soweit diese bearbeitet wurden.

Thank you Spinsy Casino for taking this issue as a priority right now. I want you to kindly as you to assist the player with the rest of the withdrawals as well.

Dear 10591, we′ll keep this complaint opened until is resolved. Please we need your assistance to keep us updated.

Hello Casino Guru,

Of course, I will contact you directly as soon as there are new updates on the new withdrawal requests.

Thank you for keeping the complaint open. There are now new withdrawal requests and I will report on how quickly these are processed and whether the condition of a €7,000 monthly withdrawal limit has been met. Thank you in advance and see you soon.

Best regards

Hallo Casino Guru,

Natürlich werde ich sie direkt kontaktieren, sobald es neue Updates der neuen Auszahlungsantr?ge gibt.

Vielen Dank , dass sie die Beschwerde offen halten. Es sind nun neue Auszahlungsantr?ge vorhanden und ich werde berichten, in was für einem Tempo diese bearbeitet werden und ob die Bedingung mit 7000 € monatlich Auszahlungslimit eingehalten wurde.Vielen Dank im Voraus und bis bald.

Liebe Grü?e

Great! I very appreciate it

Hello,

And once again, the casino isn't adhering to its terms and conditions! They state that withdrawals are processed within three business days! I withdrew €500 on March 7, 8, and 9, and once again, it wasn't processed within the specified timeframe!

Because the casino always delays payouts, there is a high risk that you continue gambling with the money, which was the case in my case. I had a balance of €10,895, of which I only have €3,000 left! Of this, €1,500 is pending withdrawal and €1,500 is still in my balance, so in total I only have €3,000 left! I want the casino to stick to its terms and conditions and finally make the payouts within the specified time frame. It is not right at all that you have to wait so long for your winnings!! We also know why the casino drags it out, but now I am withdrawing my remaining €3,000 and I have to say that it is very disappointing to have to have such an experience. Please, Spinsy Casino, stick to your terms and conditions!

Hallo,

Und schon wieder h?lt sich das Casino nicht an seinen Bedingungen! Da steht drin , dass Auszahlungen innerhalb von drei Wetktagen bearbeitet werden! Ich habe am 07.03, 08.03, 09.03 jeweils 500 € abgehoben, und schon wieder ist es nicht in dem vorgegebenen Zeitraum bearbeitet!

Dadurch , dass das Casino Auszahlungen immer so verz?gert, ist die Gefahr gro?, dass man mit dem Geld weiterspielt, was jetzt in meinem Fall so war, ich hatte ein guthaben von 10895€, davon habe ich nur noch 3000 €!Davon sind 1500 € als Abhebung austtehend und 1500 € noch was ich als guthaben hab , also insgesamt habe ich nur noch 3000€ !Ich m?chte, dass das Casino sich an die Bedingung h?lt, und endlich in dem vorgegebenem Zeitraum die Auszahlungen durchführt, es ist überhaupt nicht in Ordnung, dass man auf seinen Gewinn so lange warten muss!!Wir wissen auch warum, dass Casino es in die l?nge zieht, aber nun ich lasse mir meine restlichen 3000 € auszahlen und muss schon sagen, dass es sehr entt?uschend ist, so eine Erfahrung sammeln zu müssen.bitte Spinsy Casino h?lt euch an eure Bedingungen!

Dear Spinsy Casino, could you please proceed the players withdrawals as soon as possible and please to honor the terms to process the withdrawals on time?

Dear 10591, I totally understand your frustration! I truly hope, the time of procession will get shorter! Please keep me informed!

Dear 10591,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.