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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