Spinsy Casino - L'account del giocatore è stato chiuso con prelievi in ​​sospeso.

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 The casino does not allow bonus funds to be withdrawn directly, so the R$4,000 involved in my withdrawal requests was already available as real withdrawable balance.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 ([email protected]). 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