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I had a real-money balance of R$4,000 available for withdrawal at Spinsy Casino. Due to the casino's withdrawal limit, I submitted two separate withdrawal requests: one for R$3,000 and another for R$1,000.

The funds were real and withdrawable. I had previously used a bonus, but I completed all applicable wagering requirements before requesting the withdrawals. The casino does not allow bonus funds to be withdrawn directly, so the R$4,000 involved in my withdrawal requests was already available as real withdrawable balance.

After requesting the withdrawals, my account was closed. Because the account has been closed, I can no longer log in to check the status of my withdrawals or access my account.

I have already contacted Spinsy regarding the situation and requested payment of the outstanding withdrawals. I am submitting this complaint because I want to receive the R$4,000 that was legitimately available for withdrawal before my account was closed.

I can provide emails, screenshots and other correspondence with the casino as evidence if necessary.

I respectfully request Casino Guru's assistance in contacting Spinsy and helping me receive the two outstanding withdrawals totaling R$4,000.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot or a link to the bonus you activated and played with? Was it a deposit bonus or a free no-deposit bonus?
• What games did you play while the bonus was active?
• Had you submitted any identity documents for the verification of your account before the casino suspended it? If so, which documents did you provide?
• Have you contacted customer support to ask why your account was suspended?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

It was a simple deposit bonus—I deposited 120 BRL and got 300% on top of that! With wagering requirements of 35x the total amount! I can’t send it because they blocked my access!

I only played permitted games—slots, nothing live! They don’t even let you access games that aren’t allowed!

In the verification tab, they said I didn’t need to provide any documents and that I could play normally—especially since I’d already made two withdrawals on the same platform!

Yes, I’ve already logged in! They said it was a management decision, but that my withdrawal would be processed! However, I haven’t received any response to the emails I sent, and contacting support is always the same old story: that there’s a delay, that I shouldn’t worry, just be patient—but it’s already way past the deadline!

Era um bônus de depósito simples, depositava 120brl e ganhava 300% sobre o depósito! Com requisitos de 35x o valor total ! Não consigo mandar pois eles bloquearam meu acesso!

Joguei apenas jogos permitidos, slots, nada de ao vivo ! Jogos que não são permitidos eles nem deixam entrar!

Na aba de verificação eles estava dizendo que não precisava de documentos e que poderia jogar normalmente, tanto que eu já tinha feito saques duas vezes na mesma plataforma!

Sim já entrei! Eles disseram que foi uma decisão da gerência, mas que meu saque seria processado! Porém não tive mais resposta dos e-mails mandado, e entrar em contato com o suporte é sempre a mesma rey, que está com atraso, que não é pra me preocupar, só ter paciência, mas já faz muito além do prazo!

UPDATE – September 4, 2026

Following the publication of this complaint, there has been an important update in the case.

I had two pending withdrawal requests, submitted separately due to the platform’s withdrawal limit: one in the amount of R$ 3,000.00 and another of R$ 1,000.00.

Spynsi processed and approved the R$ 1,000.00 withdrawal, even sending an email confirming that the request had been successfully processed.

However, the R$ 3,000.00 withdrawal was canceled by the platform. I did not request the cancellation.

The email sent by Spynsi itself states that, if the withdrawal was not canceled by the customer, there may have been an issue with the payment processing and advises submitting a new request.

The problem is that my account remains blocked, so I have no way to resubmit the request to withdraw the R$ 3,000.00.

Therefore, I request that Spynsi process the payment of the remaining R$ 3,000.00 or immediately provide a way for me to withdraw the amount, in addition to explaining the reason for the cancellation.

I have the emails sent by Spynsi itself confirming both the successfully processed withdrawal of R$ 1,000.00 and the cancellation of the R$ 3,000.00 withdrawal.

ATUALIZAÇÃO – 04/09/2026

Após a publicação desta reclamação, houve uma atualização importante no caso.

Eu possuía dois pedidos de saque pendentes, realizados separadamente devido ao limite de saque da plataforma: um no valor de R$ 3.000,00 e outro de R$ 1.000,00.

A Spynsi processou e aprovou o saque de R$ 1.000,00, inclusive enviando e-mail confirmando que o pedido foi processado com sucesso.

Entretanto, o saque de R$ 3.000,00 foi cancelado pela plataforma. Eu não solicitei o cancelamento.

O próprio e-mail enviado pela Spynsi informa que, caso o saque não tenha sido cancelado pelo cliente, pode ter ocorrido uma falha relacionada ao processamento do pagamento e orienta a realizar uma nova solicitação.

O problema é que minha conta permanece bloqueada, portanto não tenho como solicitar novamente o saque dos R$ 3.000,00.

Dessa forma, solicito que a Spynsi processe o pagamento dos R$ 3.000,00 restantes, ou disponibilize imediatamente um meio para que eu possa retirar o valor, além de esclarecer o motivo do cancelamento.

Tenho os e-mails enviados pela própria Spynsi comprovando tanto o saque de R$ 1.000,00 processado com sucesso quanto o cancelamento do saque de R$ 3.000,00.

Dear barbisan10

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello barbisan10,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Spinsy Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? How can the player access the remaining 3000 BRL canceled withdrawal? Is it possible to send these funds manually?

Thank you in advance for providing us with your view of the issue.

Hi, Martin! Thanks for your help. The casino asked me for some information regarding the withdrawal, but that was on September 8, and I haven't heard back from them since! Thanks for your help, and we'll wait for a response from the casino!

Olá martin! agradeço a ajuda, o cassino me solicitou dados para o saque, porem isso foi dia 08/09, depois disso não tive mais retorno nenhum! agradeço a ajuda de vocês, e aguardaremos a reposta do cassino!

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Spinsy

Thank you for your response.

I can confirm that, as of now, the issue has not yet been resolved. The withdrawal of R$ 3,000.00, which had been requested before my account was frozen, remains pending.

As previously mentioned, another withdrawal of R$ 1,000.00 was processed normally, but the R$ 3,000.00 withdrawal was ultimately canceled. My account remains frozen, so I am unable to access that balance.

I have already provided Spinsy with the bank details requested for the payment and am awaiting a definitive resolution and receipt of the R$ 3,000.00.

I’d also like to thank Casino Guru for following up on this case. As soon as there are any updates or the payment is made, I’ll post an update here.

Obrigado pelo retorno.

Confirmo que, até o momento, o caso ainda não foi resolvido. O saque no valor de R$ 3.000,00, que havia sido solicitado antes do bloqueio da minha conta, continua pendente.

Conforme já informado, outro saque de R$ 1.000,00 foi pago normalmente, porém o saque de R$ 3.000,00 acabou sendo cancelado. Minha conta permanece bloqueada, portanto não tenho sequer a possibilidade de utilizar esse saldo.

Já forneci à Spinsy os dados bancários solicitados para o pagamento e estou aguardando uma solução definitiva e o recebimento dos R$ 3.000,00.

Agradeço também ao Casino Guru pelo acompanhamento do caso. Assim que houver qualquer atualização ou pagamento, informarei aqui.

Dear all,

Thank you for the patience.

We would like to ask you to provide Crypto address to proceed with your payment:

Due to our strict, mandatory internal security protocols, we can only process payouts to crypto addresses that can be successfully verified on our system using our dedicated tool (Blockchair).

We cannot approve transfers to any address that fails this specific check.

To receive your refund immediately, please send one new, valid, and Blockchair-verifiable address on one of these supported networks:

BTC

LTC

ETH

USDC ERC20

USDT TRC20

USDT ERC20

We look forward to receiving a compatible address to finalize your payment.

Kind regards,

Spinsy

Thank you for the update.

I'm glad to hear that Spinsy is willing to settle the outstanding payment of R$ 3,000.

I will provide a cryptocurrency address that is compatible with one of the networks listed and verifiable via Blockchair.

For security reasons, I just ask that you let me know which private channel I should use to send the wallet address, so that it isn’t publicly posted in this complaint.

As soon as the channel is specified, I’ll send the necessary information immediately.

I look forward to receiving your instructions so that we can finally complete the payment.

Obrigado pela atualização.

Fico satisfeito em saber que a Spinsy está disposta a finalizar o pagamento pendente de R$ 3.000.

Vou providenciar um endereço de criptomoeda compatível com uma das redes informadas e verificável pela Blockchair.

Por questões de segurança, peço apenas que me informem por qual canal privado devo enviar o endereço da carteira, para que ele não seja publicado abertamente nesta reclamação.

Assim que o canal for indicado, enviarei os dados necessários imediatamente.

Aguardo as orientações para que possamos finalmente concluir o pagamento.

Dear Casino representative,

thank you very much for the update. I am confident the issue will be resolved in the near future.

Dear barbisan10,

thank you for your continued cooperation. You can post the crypto address in the thread, I will mark the message as sensitive. Alternatively, I believe you can also send the address to the casino support.

Case Update

I would like to inform you that the case has finally been resolved.

After all the waiting and the difficulties I faced in receiving the R$ 3,000.00 withdrawal, Spinsy processed the payment via cryptocurrency. I was able to receive the amount, convert it to reais, and complete the withdrawal to my bank account.

I’d like to give special thanks to the Casino Guru team for their follow-up and for mediating the complaint. I believe that opening this case and filing the complaint through the platform were crucial in bringing the situation to a resolution.

Despite all the inconvenience and the delay, I consider the complaint resolved, as I received the funds.

Many thanks to the Casino Guru team for their help throughout the entire process.

Matheus

Atualização do caso

Gostaria de informar que o caso foi finalmente resolvido.

Após todo o período de espera e das dificuldades enfrentadas para receber o saque de R$ 3.000,00, a Spinsy realizou o pagamento por criptomoeda. Consegui receber o valor, convertê-lo para reais e concluir o saque para minha conta bancária.

Quero agradecer especialmente à equipe do Casino Guru pelo acompanhamento e pela intermediação da reclamação. Acredito que a abertura deste caso e a cobrança realizada através da plataforma foram muito importantes para que a situação chegasse a uma solução.

Apesar de todo o transtorno e da demora, considero a reclamação resolvida, pois o valor foi recebido.

Muito obrigado à equipe do Casino Guru pela ajuda durante todo o processo.

Matheus

Dear barbisan10,

We're glad to hear that your issue has eventually been resolved, and once again would like to thank the support team over at Spinsy Casino for their involvement in the mediation process. 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, 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,

Martin

Casino.Guru