Spinsy Casino— player complaints: 16 in English

Reason: Delayed payment Dear AskGamblers Complaint Team,I am seeking your assistance regarding ongoing delays with withdrawals from Spinsy Casino.I won my funds fairly and legitimately while playing roulette on 22 May. Since then, I have experienced continuous delays in receiving my winnings. Initially, the verification (KYC) process took approximately one month to complete, during which my withdrawals remained pending.As the delays continued, I opened a complaint with Casino Guru. Their mediation was helpful, and as a result I began receiving some of my withdrawals. Consequently, the complaint was marked as resolved.However, despite this progress, I have only received €15,000 of my total winnings. My total balance amounted to €70,500, leaving an outstanding balance of approximately €55,500 that has yet to be paid.One of my main concerns relates to the withdrawal limits based on VIP status. For a period of time, I held VIP Tier 5, which is the highest VIP level and allowed for monthly withdrawals of up to €20,000. Shortly after withdrawals began to be processed, my VIP status was reduced to the lowest tier, significantly reducing my monthly withdrawal limit to €7,000. This has substantially extended the time required to receive funds that were won while I was playing and progressing through the higher VIP tier.We are now in August, and my monthly withdrawal limit has refreshed. Despite this, I have not received any withdrawal payments for nearly a week. Given my previous experience with prolonged delays, I am becoming increasingly concerned that the agreed monthly payments may once again be delayed.I would like to emphasise that I have always remained patient and cooperative throughout this process. I appreciate the payments that have already been made and understand that withdrawal procedures can take time. My intention is not to unfairly criticise the casino, but simply to ensure that the remaining balance is paid in accordance with the applicable withdrawal limits and without unnecessary further delays.For this reason, I am respectfully requesting AskGamblers’ assistance in mediating this matter. I hope your involvement will help ensure that the monthly withdrawal payments continue to be processed consistently until my remaining balance has been paid in full.Thank you for taking the time to review my complaint. I appreciate any assistance you can provide.Kind regards,< first name removed > --- Ответы в треде --- nealmcdaid13 • Ireland 5 days ago Dear AskGamblers Team, Thank you for your message. I would like to confirm that I am still awaiting a response from Spinsy regarding my previous message. I have not received any payment since my last update, and there is still an outstanding balance of €1,000 owed to me for the month of September. I would therefore kindly ask if you could please request that Spinsy respond to my previous message and provide an update on when the outstanding €1,000 payment will be made. I remain fully willing to cooperate with the complaints process and provide any further information that may be required from my side. However, at this stage, I believe the matter is awaiting a response or action from Spinsy rather than any further information from me. I would appreciate it if the complaint could therefore remain open while I await their response and payment. Thank you for your continued assistance and cooperation. Kind regards, Neal AskGamblers • Support Team 5 days ago Dear @nealmcdaid13,Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.Thanks in advance for your cooperation. nealmcdaid13 • Ireland 1 week ago Dear Spinsy Team, Thank you for confirming that the three withdrawals totalling €1,500 have been processed. However, your response still does not answer the main points raised in my previous message. You have confirmed that €6,000 has been withdrawn in September, and my understanding is that my monthly withdrawal limit is €7,000. Therefore, the main issue now is the remaining €1,000. Please confirm when this remaining €1,000 will be processed. I am not asking Spinsy to exceed any limit, bypass verification, or breach any rules. I am simply asking for the remaining amount available under my monthly limit to be processed as quickly as your rules and systems allow. You have still not explained: * Why the remaining €1,000 cannot now be processed; * Whether the €1,000 is currently eligible for withdrawal; * Whether any withdrawals remain outstanding; * What specific transaction limit is being applied to my account; * Whether there is any account-specific restriction preventing €500 being processed on each available processing day; * Whether there is any outstanding verification or compliance issue; * If there is a queue, what type of queue it is and when my next withdrawal will be processed; * Why there are now significant gaps between withdrawals when my previous withdrawals were processed on consecutive days, including weekends. Simply referring me to my transaction history or the general Terms and Conditions does not answer these account-specific questions. I understand that once Spinsy processes a withdrawal, it may take 3–5 business days to reach my bank. My question is when Spinsy will actually process the remaining €1,000, not how long the bank may take afterwards. Please escalate this to your Finance/Payments department or a senior member of the relevant team. If the remaining €1,000 is eligible, I ask that it is processed without unnecessary delay. If it is not eligible, please state the exact restriction preventing it and the earliest date it can be processed. I have fully cooperated with your procedures and am simply asking for the remaining amount to be paid as quickly as your rules and systems permit. Kind regards, Neal Spinsy Casino • Representative 1 week ago Dear player, We are pleased to confirm that your three withdrawals, totaling €1,500.00, have been processed from our end. It typically takes between 3 and 5 business days for the funds to reflect in your bank account. Regarding your inquiry about previous withdrawals, a total of €2,500.00 was withdrawn in August, and €6,000.00 has been withdrawn in September up to September 24. For your convenience, you can review your transactions at any time in the transaction history section of your account. Please let us know if you have any additional questions. Thank you for your understanding and patience. Kind regards, Spinsy Team

The player from New Zealand requests a withdrawal that has been pending for a month, but it was canceled due to alleged bank issues. Attempts to refund the deposit method have failed, and repeated contact with customer service only yields automated responses. Now, after trying Skrill, she awaits a resolution.The player from New Zealand requests a withdrawal that has been pending for a month, but it was canceled due to alleged bank issues. Attempts to refund the deposit method have failed, and repeated contact with customer service only yields automated responses. Now, after trying Skrill, she awaits a resolution. Written by TomasComplaint Specialist Submitted: 03 Sep 2026 | Resolved : 04 Sep 2026Automatic translation:

The player from Germany has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet.The player from Germany has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. Written by JeanCasino Analyst & Complaint Specialist Submitted: 26 Aug 2026 Automatic translation:

The player from New Zealand has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet.The player from New Zealand has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. Written by JeanCasino Analyst & Complaint Specialist Submitted: 26 Aug 2026 Automatic translation:

The player from Germany has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day.The player from Germany has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. Written by JeanCasino Analyst & Complaint Specialist Submitted: 21 Aug 2026 Automatic translation:

The player from Ireland had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn’t been obtained up to that day. We initially explained that withdrawals could take up to 14 days and asked him to wait while the casino completed any pending KYC or processing checks. After the waiting period, the player confirmed the issue was resolved and marked the complaint as resolved, so we closed the case as settled.

The player from Germany had requested to be banned from the casino due to his gambling addiction, as previous requests had been ignored. Despite this, he had continued to receive promotional communications from a VIP manager, which had led to further losses. He sought reimbursement for the losses incurred since his initial ban request. We informed the player that the casino had not explicitly received a self-exclusion request mentioning gambling addiction, which may have caused the delay and continued contact. The player was advised to send a clear, explicit self-exclusion request including details of his condition and to copy the Complaints Team. The complaint was ultimately marked as resolved after the player confirmed the issue was settled.

The player from New Zealand was facing difficulties withdrawing his winnings from Spinsy.com, as his requests for an $800 withdrawal were being canceled repeatedly. He believed the issue lay with the casino, which claimed it was due to the payment service provider, but his bank confirmed that no transactions were being attempted. We contacted the casino, and after review it confirmed that his withdrawals were scheduled and would be processed soon due to a high volume of requests. The player later confirmed that the withdrawal was accepted and then received the payment, after which the casino confirmed that the withdrawal was successfully completed and we marked the complaint as resolved.

= 0 }).length === 0) { var date = new Date(); date.setTime(date.getTime()+(7*24*60*60*1000)); document.cookie = "restCSSIsCached=true; expires=" + date.toGMTString() + "; path=/"; } } LUX=function(){var n=Math.floor;function t(){return Date.now?Date.now():+new Date}var r,a=t(),e=window.performance||{},i=e.timing||{navigationStart:(null===(r=window.LUX)||void 0===r?void 0:r.ns)||a};function o(){return e.now?n(e.now()):t()-i.navigationStart}(LUX=window.LUX||{}).ac=[],LUX.addData=function(n,t){return LUX.cmd(["addData",n,t])},LUX.cmd=function(n){return LUX.ac.push(n)},LUX.getDebug=function(){return[[a,0,[]]]},LUX.init=function(n){return LUX.cmd(["init",n||o()])},LUX.mark=function(){for(var n=[],t=0;t

= 0 }).length === 0) { var date = new Date(); date.setTime(date.getTime()+(7*24*60*60*1000)); document.cookie = "restCSSIsCached=true; expires=" + date.toGMTString() + "; path=/"; } } LUX=function(){var n=Math.floor;function t(){return Date.now?Date.now():+new Date}var r,a=t(),e=window.performance||{},i=e.timing||{navigationStart:(null===(r=window.LUX)||void 0===r?void 0:r.ns)||a};function o(){return e.now?n(e.now()):t()-i.navigationStart}(LUX=window.LUX||{}).ac=[],LUX.addData=function(n,t){return LUX.cmd(["addData",n,t])},LUX.cmd=function(n){return LUX.ac.push(n)},LUX.getDebug=function(){return[[a,0,[]]]},LUX.init=function(n){return LUX.cmd(["init",n||o()])},LUX.mark=function(){for(var n=[],t=0;t

The player from Alberta had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings hadn’t been received yet. The payout was delayed while the casino processed the withdrawal, possibly due to KYC or a backlog of requests. After repeated outreach from them and the passage of the recommended waiting period, the winnings were finally processed. We then marked the complaint as resolved because the withdrawal was received.

The player from New Zealand has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet.The player from New Zealand has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. Written by JeanCasino Analyst & Complaint Specialist Submitted: 30 Jul 2026 Automatic translation:

The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The Complaints Team advised that withdrawal processing could take up to 14 days due to verification or high request volumes and requested patience. After the player confirmed winning and updated the team, it was established that the withdrawal issue was resolved. The complaint was marked as resolved following the player's confirmation.

The player from New Zealand had experienced repeated rejection of her withdrawal requests by the Spinsy Support Team, having faced this issue four times. She had sought clarification on why her money was consistently canceled despite reaching out for help through live chat. The player had confirmed her account was fully verified, and her winnings were made without any active bonus. We had attempted to gather additional information and requested further communication to assist with the issue. However, due to the player's lack of response to our inquiries and reminders, the complaint had been closed. Upon reopening the complaint and further communication, the issue was eventually resolved to the player's satisfaction and the complaint was marked as resolved.

The player from Canada filed a complaint against Spinsy Casino for failing to honor his self-exclusion requests and continuing to accept deposits even after confirming account closure. He sought a full refund of deposits made after his initial disclosure of addiction, alleging predatory retention tactics from VIP managers. After we reviewed the evidence and the casino’s deposit history, the casino agreed to refund the net losses made after December 18. The refund of $10,805 was processed and the funds were received, so the complaint was marked as resolved.The player from Canada filed a complaint against Spinsy Casino for failing to honor his self-exclusion requests and continuing to accept deposits even after confirming account closure. He sought a full refund of deposits made after his initial disclosure of addiction, alleging predatory retention tactics from VIP managers. After we reviewed the evidence and the casino’s deposit history, the casino agreed to refund the net losses made after December 18. The refund of $10,805 was processed and the funds were received, so the complaint was marked as resolved. Written by MartinCasino Analyst & Complaint Specialist Submitted: 20 May 2026 | Resolved : 07 Aug 2026Automatic translation:

**Complaint Against Spinsy Casino – Failure to Enforce Self-Exclusion & Request for Refund** I am submitting this complaint against Spinsy Casino (operated by NovaForge Ltd, licensed in Anjouan), due to serious and repeated failures to act on my self-exclusion requests between December 31, 2024, and March 12, 2025. These failures led to ongoing gambling against my will, causing me severe financial and emotional harm, including the filing of a consumer proposal in January 2025. ### Summary of Complaint: - Between **December 31, 2024, and March 12, 2025**, I made **at least 12 separate requests to self-exclude**, all of which were ignored or deliberately delayed. - Instead of closing my account, Spinsy **sent promotional offers and cashback incentives**, encouraging more gambling despite my clear pleas to stop. - My account remained open for over **70 days after my first exclusion request**, during which I lost a significant amount of money and suffered serious consequences. - I no longer have access to my Spinsy account, and **despite multiple email requests, they have refused to provide me with my transaction history**. Due to the financial situation that followed, I also no longer have access to my full banking records, so I cannot determine exactly how much I deposited during this time — but it is a substantial amount. ### Timeline Highlights: - **Dec 31, 2024** – First self-exclusion request sent via support chat. - **Jan 7 – Feb 27, 2025** – Multiple follow-ups ignored; instead, I received bonus offers, cashback, and vague excuses (e.g. pending withdrawals). - **Mar 12, 2025** – Account finally closed after 72 days, following one last promotional email from the casino. ### Violations: - **Failure to Process Self-Exclusion**: Spinsy violated their own responsible gambling policy by ignoring repeated and urgent exclusion requests. - **Promotion of Gambling Post-Exclusion Request**: Bonus and cashback offers were used to encourage further play **after** I had explicitly stated I wanted to stop. - **Negligence**: This led directly to significant financial harm, emotional distress, and a consumer proposal filed in January 2025. ### My Requests: 1. A **full refund of all deposits made between Dec 31, 2024, and Mar 12, 2025** (amount unknown due to lack of access). 2. A copy of my **complete transaction history**, which I have repeatedly requested directly from Spinsy without success. 3. Confirmation of **permanent exclusion** from Spinsy and any affiliated platforms. I can provide full copies of my email exchanges, screenshots of my exclusion requests, and evidence of Spinsy’s promotional messages during this time. Thank you for your attention and help in resolving this serious matter. Sincerely, **▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇** Email: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇