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Hello, 

I hope you're doing well. 

I recently won $21,700 CAD on Spinsy Casino, hitting the maximum win on gates of olympus and then more on power of Thor.

According to the website, my account does not require verification, so I was unable to upload my ID or other documents. This is my first withdrawal request. 

The casino has informed me that the maximum daily withdrawal limit is $2,300 CAD and that each request takes up to 72 hours to process. I requested withdrawal of $2300 cad with method I used for my deposit—Interac e-Transfer. but it still hasn’t been processed.

Given these limitations, it would take approximately 1.5 months to receive my full winnings and this is in best case scenario if they process withdrawals in 72 hours. which doesn’t seem realistic based on their customer service and other details i see and of course it’s not ideal for anyone gambling on the platform. 

I’m reaching out to see if there is any possibility of negotiating a higher withdrawal limit with the casino. Please let me know if any options are available. 

please let me know if you require any additional information

Looking forward to your response

best,

Giorgi D*****

Dear Gdd577,

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.

Dear Gdd577,

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

Thank you for getting back to me. 

I still have three pending withdrawals that have been under review for two weeks. I have sent multiple emails to support but have not received a response. 

I also reached out via live chat, but I always get the same response—that my withdrawal is first in line and should be processed very soon. However, the issue remains unresolved.

Hello

Issue still remains the same i just want to add to my previous comment that After those 3 pending withdrawals total 2300, i still have in my casino account $18000 to withdraw. Do you think every withdrawal will take more than 2 weeks to be processed? In my understanding since it is one winning they should review entire winnings and shouldn’t delay next withdrawals.

Do you think it’s possible to get higher withdrawal limits? Or maybe casino can process next withdrawals faster?

Thank you

Hello

i received today $3700 and $1500 is still pending

Now casino lowered my daily limit of withdrawal from $2300 to $1500.

with $1500 daily limit if they follow 3 day processing rule it will still take more than one month to get all my winnings.

i would appreciate a lot if you can help me to negotiate with casino withdrawal limit increase.

thank you!

looking forward to hearing from you

Dear Gdd577,

According the casino terms and conditions, their withdrawal limit is $4500 per month. Only in case the casino would pay out less within a month can we intervene, otherwise I have to advise to wait only.

Let us know in case of any update.

Regards,

Nick

Hello

my monthly withdrawal limit is 23000 CAD

please see the screenshots from the chat with casino online support.

i have been waiting another withdrawals for a week now and every da i have been receiving same answer from casino that my withdrawal is prioritized and it’s in last stage now and it’s gonna be processed in very short time but i am still waiting.

on their website they say that it takes up to 72 hours which is not true at least in my case.

and if i have to wait for each withdrawal for 2 weeks it means it’s gonna take me few month to get all my winnings.

can you please advise

Thank you Gdd577 for all the information provided so far and the clarification of your VIP level and withdrawal amount. As the casino should definitely honor the maximum withdrawal amount, I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Gdd577,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Spinsy Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinsy Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello Stefan,

Thank for your response.

Casino pid out $4500 on Tuesday. It took almost 2 weeks.

i have submitted another withdrawal requests on Tuesday.

Casino never processed withdrawals in up to 72 hours. I understand that there can be high traffic but 2 week is quite a delay.

i would appreciate if casino can give me higher withdrawal limits or if they can follow time frame they are promising their customers to process the withdrawals. Which is 6 to 72 hours.

also from the beginning my daily limit was $2300 now it’s $1500 which makes it even slower.

i won $21700 more than a month ago and within the month i only received $8200. I believe everyone will agree that it’s really long time to process the withdrawals.

Nobody is depositing thousands to wait for the winnings for couple month.

Thank you

Dear Gdd577,

What is your current VIP level in the casino? It appears that you dropped from level 5 to level 4 and should be eligible for the 1500 CAD per day and 23000 CAD per month. But we have information from previous complaints that the casino withdraws 4500$ per month and it was set accordingly on our website. The casino safety index was also set accordingly to this information.

Dear Spinsy Casino,

Would you be willing to increase the withdrawal limits according to your terms and conditions?

I'll be awaiting your reply.

Dear Gdd577,

Thank you for your patience.

Please be advised that the pending withdrawal requests for February and early March 2025 have been successfully processed and completed.

We would like to ask you to continue to be patient as we will endeavour to complete the new withdrawal requests as soon as possible.

In addition, we would like to clarify the withdrawal limits from the following section of the terms and conditions that you accepted when creating an account on our website:

6.11: All withdrawals are processed according to our monthly withdrawal limits and taking into account the VIP status of the customer requesting the withdrawal.

Based on your VIP level, this will be 1,500 CAD per day / 23,000 CAD per month.



We hope this clears things up for you.

Kind regards,

Spinsy Casino Team

Hello

thank you for your response.

it has been almost 2 month and only half $13700 was paid out. As you mentioned above my monthly withdrawal limit is 23000$. Unfortunately i haven’t received this amount and all mu withdrawals were delayed.

I really hope that you will honour your policies about the processing time and will process next withdrawals in up to 72 hours.

Hello

thank you for your response.

as you mentioned above my monthly withdrawal limit is $23000.

if my monthly withdrawal limit is 23000$ why did you process only 13700$ during 2 month.

i was supposed to get all my winnings in one month time range.

i really hope that you will honour your policies and pay out next withdrawals on time.

Dear Stefan,

Casino delayed all my payouts. It’s been 2 month since i won 21700$ and i still have 8000$ to withdraw.

if they would grant my payouts on time and would pay me my maxim monthly withdrawal limit i should have been already fully paid for my winnings.

Dear Spinsy Casino,

Could you provide us with an estimated timeframe for when the player's remaining funds will be disbursed?

I am looking forward to your response.

Hello Dear Stephen

i tried today to withdraw money and casino reduced my withdrawal limits to 500$ per day. As casino representative wrote above my daily limit was $1500 and monthly limit was 21700$ and they paid out only $12700 during 2 month. Please see the attached file.

Can casino please respond why did they reduced my daily withdrawal limits.

Maybe they take in consideration that they delayed all my withdrawals and they can

I have 8000$ left to withdraw. It’s not understandable to wait for the winnings for more than 60 days.

spinsy casino can you please let me know why are not you granting my maximum withdrawal limits and why did you reduced my daily limit to $500

sponsy casino agent told me in chat that system automatically lowered my withdrawal limits according to my gambling activity but it doesn’t make any sense.

first of all you were supposed to grant my maximum withdrawals which was 21700$ per month and it’s been more than 2 month and i still didn’t get mu winnings.

second of all i don’t have to gamble my winnings in order to keep my limits it’s your responsibility to pay out those winnings on time.

its been lots of back and forth and i spent lots of time chatting with casinos agents in love chat and they always say same things over and over again.

it’s not right to make someone wait for their winnings for 2,5 month when you are taking losses right away.

i am still hoping that you will honour your policies and grant my withdrawals on time.

i submitted 3 withdrawal request of $500 each and its been almost 2 weeks.

its gonna take me 3 more month to get whatever is left $8000 because you lowered my lomits.

i have been patient but everything has its limits. Casino is not fair to its customers and that is not right.

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.

Dear Gdd577,

Thank you for your patience.

We would like to notify you that the pending withdrawal requests dated March 12, 13, 15, 2025 in the total amount 1500 CAD have been successfully processed and completed.

We ask for your continued patience as we endeavor to process the new withdrawal requests as soon as possible.

In addition, we would like to apologize for any inconvenience caused by the previous misstatement of the withdrawal limits from the following section of the terms and conditions that you accepted when creating an account on our website:

6.11: All withdrawals are processed according to our monthly withdrawal limits and taking into account the VIP status of the customer requesting the withdrawal.

Based on your level, which is currently level 1, this will be 750 CAD per day / 10,500 CAD per month.

We hope this helps clarify the matter for you.

Kind regards,

Spinsy Casino Team

Hello Spinsy Casino

you never processed my withdrawal according to my monthly withdrawal limits, my monthly withdrawal limit was $23000 per day $1500 if you would process it according to my limits i wouldn’t be writing this here because all my winnings would have been paid out already, you delayed my first 3 withdrawals for 3 weeks each.

i am trying to withdraw winning since February it has been almost 3 month.

Hello Gdd577,

Have you received any funds lately? What is your current remaining balance in the casino?

I'll be awaiting your reply.

Hello Stefan

thank you for your response

i received $1500. I have $1500 pending and $6000 balance.

it has been almost 3 month since i won $21700

Hello Gdd577,

Thank you for your response and the information you have provided.

Do you have any news regarding the withdrawal?

I'll be awaiting your reply.

Hello Stefan,

i haven’t received last withdrawal request yet. $2250 CAD

casino is always delaying the withdrawals and than reducing my withdrawal limits due to inactivity.

i would like to ask again if they can honour Whatever was my maximum withdrawal limit and i didn’t receive due to the delay from their end.

they always take more than 2 weeks to process the withdrawals.

Hello Stefan,

update: I have received last withdrawals but I still have 4500$ to withdraw.

dear casino representative can you please take in consideration that all my previous withdrawals were delayed by casino with no explanation and that was the reason of my withdrawal limit decrease because if you would pay out on time I would already have all my winnings. Can you please take that in consideration and pay out all my remaining balance $4500 at once? It’s not fare to wait for my winnings for 2.5 month.

I would appreciate a lot if you could grant withdrawal of my remaining balance

thank you

Hello Gdd577,

Thank you for the information provided.

Did you manage to withdraw any additional funds? What is your current casino balance and pending withdrawal?

I'll be awaiting your reply.

Hi

my pending withdrawal is 2250$

and I have around 3500 in my balance

casino always takes up to 2 weeks to process withdrawals

Hello Gdd577,

Thank you for your response.

Do you have any news regarding the withdrawal?

I'll be awaiting your reply.

Hi Stefan

no i don’t have any news. Can we please ask to casino to grant pending withdrawal as soon as possible and after that remaining $3500 all in once?

thank you

Dear Spinsy Casino,

Would it be possible to process the player's withdrawal request as soon as possible? Would it be possible to pay the remaining funds in one payment?

I'll be awaiting your reply.

Dear Gdd577,

Thank you for your patience.

We would like to notify you that the pending withdrawal requests dated April 3,4,5 2025 in the total amount 2250 CAD have been successfully processed and completed.

Kind regards,

Spinsy Casino Team

Hello Gdd577,

Could you confirm if you have received the payments of 2250$?

Did you manage to request another withdrawal?

I'll be awaiting your reply.

Hello Stefan,

thank you for

i received last withdrawal on 12th of April and i right away submitted another withdrawal. It has been 13 days and since then my withdrawals are pending. Casino never granted 72 hour time frame, it always takes around 3 weeks to process the withdrawal

i have 2250$ pending withdrawals and 3000 in balance.

also casino haven’t answer the question about paying out remaining 3000$ all at once.

spinsy casino i just don’t understand why you care so less about your customers and why aren’t you granting withdrawals in the time frame that is stated in your website. Once i would understand, but every time withdrawals take around 3 weeks which is 6 times more than 72 hours.

Dear Gdd577,

We would like to notify you that the pending withdrawal requests dated April 13, 14, 15, 2025 in the total amount 2,250 CAD have been successfully processed today.

In relation to the withdrawals, they are processed according to our monthly withdrawal limits and taking into account the VIP status of the customer requesting the withdrawal.

Based on your level, which is currently level 1, this will be 750 CAD per day / 10,500 CAD per month.

We would like to also inform you that, as we want to ensure that all payments are secure and fully comply with our security policy, therefore in some cases we still need to carry out additional checks which may extend the processing time of payments.

We hope this helps clarify the matter for you.

Kind regards,

Spinsy Casino Team

Hello Spinsy Casino

thank you for your response, if all withdrawals are processed according to vip status and monthly withdrawal limits then why wasn’t i pid i out my maximum withdrawal limits when i had limit of $21000 per month. Some cases might take long but all my withdrawals were processed in around 3 weeks time, even though they were all one winnings.

you never granted the 72 hour time you are stating on your website.

Hello Gdd577,

• Did you manage to receive the 2250$?
• Did you request other withdrawals of 3x750$?
• What is your current balance in the casino account?

I'll be awaiting your reply.

Hi

i received $2250

i submitted withdrawal 3x750

first withdrawal i submitted 5 days ago.

my balance now is $750

can spinsy casino process withdrawals at least once in shorter time than 3 weeks

Hello Gdd577,

Please let me know once you receive the 2250$ and request the last withdrawal of 750$.

I'll be awaiting your reply.

I received only $750 and requested remaining $750

now i have $2250 pending withdrawal and $0 balance

thank you

Hello Gdd577,

Thank you for your response and the information you have provided.

Please, contact me once you receive all the funds.

Thank you very much in advance for providing the information.

hello

i still haven’t received my winnings.

Dear Gdd577,

We wish to inform you that your withdrawal request has been processed. However, please note that for withdrawals made via the Interac payment method, it is necessary to accept the transaction using the code that was sent to you via email. Once you have completed this step, the status of your withdrawal will be updated to complete.

Kind regards, 

Spinsy Casino Team

Hello Gdd577,

Could you please follow the casino's instructions so you can receive the funds?

Please let me know once you do that.

I'll be awaiting your reply.

I have received all my winnings finally after 3 month. Thank you casinoguru for support.

i would never recommend to anyone spinsycasino

Dear Gdd577,

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/casino.guru. 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,

Stefan, Casino.Guru