The player from Germany had successfully withdrawn her winnings, but her bank had canceled the transfer, returning the funds to Spinsy Casino. Although the player’s account was still linked, she had not received the money back and was not getting a clear response regarding the situation. We had requested additional information and communication from both the player and her bank to investigate the issue. Due to the player’s lack of response to our inquiries and reminders, the complaint was closed for the time being, with the option for the player to reopen it if she chose to provide further details.
Spinsy Casino - Player's withdrawal funds are delayed.
Closed
Our verdict
Player stopped responding
Amount: €500
Spinsy Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
Hello, I have the following problem: I had a withdrawal of winnings. The withdrawal was successful, but unfortunately my bank canceled the transfer and sent it back to Spinsy. In other words, the money was returned to the sender, Spinsy Casino, in real time.
The money hasn't been returned to my account.
The player account is still linked to the account. What can I do? I'm not getting a concrete answer.
Automatic translation:
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear viki171994,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
To better understand your situation and assist you effectively, could you please provide more information by answering the following questions:
- Did you receive any communication from Spinsy Casino regarding the canceled transfer?
- Have you contacted your bank for details on why the transfer was canceled?
- Can you share any reference numbers or transaction IDs related to the withdrawal?
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petra
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1 month ago
Translation
Hello, so here's the thing: My bank has confirmed that the money has been returned to Spinsy; I have it in writing. Spinsy already knows this, but the problem is getting my money back if no one feels responsible.
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1 month ago
Thank you for your reply and for providing the previous details, viki171994.
Could you provide communication you had with the bank regarding the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: [email protected] or post your screenshots to the thread.
Thank you again for your cooperation.
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1 month ago
Dear viki171994,
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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1 month 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,
Petra
Casino.Guru
