SpinPals Casino

VISA

Hi ▇▇▇▇▇ - welcome to CasinoReviews.com!

Please read our Complaint Guidance and Complaint FAQs to ensure that you fully understand how our complaint management process functions.

As this report will ultimately be published, your username cannot contain information that could be used to identify you, like parts of your name, your date/year of birth or email address. Could you please pick a new username and we'll change it for you?

Please forward all communications you have had with the operator, including any documents you may have submitted during verification, to complaints@casinoreviews.com.

Please use the forward function on your emails rather than taking screenshots.

Thanks,
CasinoReviews.com Complaints Team

Hello! We can change it to Rii1919 if that will work for you!
As far as documents of communications I have had with spinpals, I only have the emails I sent containing my two dispute filings and one sided attempts by me to get a response from them. The only time they respond is through their live chat feature on their website which would be screenshots I have saved and also shows them connecting to the live chat, and then ending it without responding.

I will go ahead and forward the emails I have but would you also like me to send a few of the saved screenshots where they actually responded, immediately ended the chat session and ones where they did not respond at all?

Thank you for handling this matter so quickly!

Hello,


I wanted to follow up to confirm you received all of the forwarded email communications I sent.

Hi Rii1919,

Thank you for your emails.

Please also forward any documents you may have submitted during verification, to complaints@casinoreviews.com.

Thanks,
CasinoReviews.com Complaints Team

Hi RII1919,

What we received from your end was a compilation of email and chat screenshots but no verification documents.

Please also forward any documents you may have submitted during verification, to complaints@casinoreviews.com. We need the original documents you submitted during verification. We cannot accept screenshots or PDfs.

Thanks,
CasinoReviews.com Complaints Team

Dear CasinoReviews Complaints Team,

Thank you for clarifying. I understand now that you need the original documents I used for the verification process, rather than screenshots of the SpinPals approval page.

Attached to this email, please find the original, uncropped digital files of the documents I submitted to SpinPals for my Identity Verification (KYC).

Please let me know if these original files are sufficient for your team to proceed with pushing the SpinPals representative for a response regarding my remaining balance.

Best regards,
▇▇▇▇▇▇▇▇▇▇▇▇▇▇



photo of my Driver’s License



Image redacted



A copy of my bank statement/proof of address

Hi Rii1919,

Thank you for your submissions.

The ID imae you submitted is howing as having been taken last week. We need the original verificaion documents that you sent to the operator, not new ones.

Please send the documents to complaints@casinoreviews.com.

CasinoReviews.com Complaints Team

Dear CasinoReviews Complaints Team,



Thank you for the update. I want to clarify how my verification was originally handled with the operator.



When I completed my verification with SpinPals in mid-2025, I did not upload a pre-existing saved file from my phone gallery. Instead, I used SpinPals' live, in-browser camera widget to scan and submit my ID directly onto their website interface. Because of this, the original 2025 image file was processed and saved directly into SpinPals' internal database—it was never saved locally on my device. The photo of my ID that I attached yesterday is the exact same physical state-issued driver's license that was scanned by SpinPals in 2025. It is identical to the document they have on file. I took a fresh photo of it last week because that is the only way I can visually provide the document to your team.



 I can also provide a screenshot of a chat conversation between me and a member of the spinpals team where they asked for a picture of me holding my ID to verify my account in Nov/Dec 2025 if that would also help. Please let me know if your team can present this identical document to the SpinPals corporate representative so they can match it against the 2025 record in their system and address my remaining $14,500.00 balance.



Sincerely,▇▇▇▇▇▇▇▇▇▇▇▇▇▇

Hi Rii1919,

Thank you for your response.

Is there a reason it has taken you so long to request for this account to be reopened?

At this point, this case is older than 12 months, and according to our terms there is a high chance we won't be able to assist you due to the time elapsed.

CasinoReviews.com Complaints Team

⚠️ CRITICAL TIMELINE CORRECTION – PLEASE READ IMMEDIATELY ⚠️



Dear CasinoReviews Complaints Team,


There seems to be a major misunderstanding regarding the timeline of this case. This is not an old or expired issue. This is an open, active, and ongoing dispute regarding a current balance that is being withheld from me right now.While my winnings originally accumulated last year, my account has remained fully open, active, and identity-verified.



The dispute is over the fact that SpinPals has spent the last year artificially throttling my account to a non-standard limit of $500 every two weeks. More importantly, my latest $500 redemption request from July 8, 2026, is currently frozen as 'Pending' in their system right now, well past their 72-hour rule.This is a live breach of contract. I am actively being blocked from withdrawing my remaining $14,500.00 balance today.



I have complied with their dispute terms in February 2026 and June 2026, both of which they ignored. Because this is a current issue, I have formally served SpinPals LLC with a binding Consumer Arbitration case through JAMS (▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇) and filed fraud reports with the State Attorney General. I am requesting that CasinoReviews keep this ticket open and hold the SpinPals corporate representative accountable for the $14,500.00 they are actively withholding from an active user this month.



Sincerely,

▇▇▇▇▇▇▇▇▇▇▇▇▇▇

Hi Rii1919,

Thank you for your response.

What was the final decision of the binding Consumer Arbitration Case through JAMS?

Thanks,
CasinoReviews.com Complaints Team

There is no final decision yet because the JAMS Consumer Arbitration case (▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇) was just formally filed and legally served to SpinPals LLC last week.



The case is currently in its active opening phase and Spinpals is now on a strict, legally binding countdown window to submit their formal response to JAMS and face their corporate case fees. Simultaneously, the Ohio Attorney General’s Consumer Protection Section is opening an enforcement file regarding this matter.



The case remains entirely unresolved because SpinPals is actively withholding my remaining $14,500.00 balance today. In fact, my latest withdrawal request from July 8th has now been left intentionally frozen as 'Pending' in their system for nearly three full weeks.

If your hands are tied due to the ongoing Arbitration case, then I'd like to request that CasinoReviews keep this complaint ticket open as "Pending Authority Decision" while the JAMS arbitrator reviews the evidence, so that SpinPals' public safety index score accurately reflects that they are currently withholding $14,500.00 from an active player.

Hi Rii1919,

Unforunately if there is another entity looking at this case in terms of Arbitration, we will not be able to look at it again.

According to the Terms you agreed to when you opened this case with us, we aren't able to review a case where another regulatory entity has already reviewed the case. Term 5.11.6 is quoted below for transperancy;


> 5.11.6 Where another ADR service, court, or regulatory entity has already reviewed the issue.


Unfortunately we will not be able to assist you further in this case since JAMS Consumer Arbitration has already opened your case with the operator.

CasinoReviews.com Complaints Team

This issue is waiting to receive a ruling from another ADR.

For the past year, this casino has established a consistent pattern of intentionally delaying my redemptions, taking an average of 2 weeks per transaction. While I tolerated the delayed payouts previously and tried to fix the issue with spinpals directly since September 2025, the casino has now completely ceased communication and is withholding my current prize pool for going on 3 weeks.  I have strictly followed the casino’s official Dispute Resolution protocols as outlined in their Terms of Service. I have launched two separate formal dispute notices, both of which have been entirely ignored by management: First Formal Dispute: Submitted in March 2026 — No response received. Second Formal Dispute: Submitted in June 2026 — No response received.

In addition to ignoring my contractually mandated formal disputes, SpinPals has cut off my access to live customer support or they send a scripted response and end the chat before or immediatel after I respond. Every attempt to resolve this issue or check the status of my funds via the live chat platform is systematically ignored. According to Section 15.4 of the SpinPals Terms of Service, the casino is legally obligated to schedule an informal dispute conference within 30 days of receiving a player's notice. By ignoring my March and June submissions and locking me out of support chat, they are in active default of their own binding player agreement.

Spinpals Casino - Withholding Balance & Ignoring Chat Requests

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