Question 1

Can I play with more than one Spinz account?

Accepted Answer

Due to gaming regulations, you can only play with one (1) account at Spinz. Any duplicate accounts will be duly identified by our systems and closed down. In the case that you opened multiple accounts by accident, please let our [Customer Support]({{< relref "support">}}) team know. For a reminder of your login credentials, follow our [account recovery steps]({{< relref "forgot-login">}}).

Question 2

Is it easy to open an account at Spinz?

Accepted Answer

Yes! It's super easy to open a Spinz account.

To get started, click the big Register button and fill out all the required information. A verification PIN will then be sent to the phone number you provided. You will need to enter it on the next screen.

Once these steps are complete, you can start playing at Spinz! Have a browse of the [Spinz game lobby]({{< relref "casino" >}}) to get a feel for our games, or deposit into your account via the [Cashier](https://www.spinz.com/en/deposit) to play for real money. Don't forget to claim our 100% Welcome Bonus when you load up your account for the time time.

Question 3

Which currencies do you offer?

Accepted Answer

It's possible to play in Euros (€), Canadian Dollar ($), and New Zealand Dollars (NZ$) at Spinz.

Question 4

How do I update my marketing preferences?

Accepted Answer

The **My Profile** section in My Account is where you can manage your Spinz communication consents.

We recommend enabling communication consent to take advantage of all the great monthly offers. Often, our promotions are time-limited, so if you enable communications you're more likely to catch them!

We will only send you relevant offers if you agree to receive our marketing material. Further, we agree to process your data securely in accordance with our [Privacy Policy]({{< relref "privacy-policy" >}}).

Question 5

How do I close my Spinz account permanently?

Accepted Answer

To do this, you'll need to contact [Customer Support]({{< relref "support" >}}) and ask for a permanent closure.

Please keep in mind that, under most circumstances, you won't be able to open another account at Spinz once you have requested a permanent account closure.

Question 6

How can I check if I already have a Spinz account?

Accepted Answer

To find out whether you already have a Spinz account, try using the "Forgot your Password?" option on the login screen.

If you've already opened an account with us, you can expect an SMS to your registered mobile phone number containing a password reset code.

If the above does not resolve the matter, please contact [Customer Support]({{< relref "support">}}) for more assistance.

Question 7

How does Cashback work at Spinz?

Accepted Answer

Cashback can be earned in one of two ways at Spinz. The first is to play at Spinz, and keep your eyes peeled for Cashback Chips which can land in the "My Rewards" section of your account, or alternatively if we're running a special promotion just to give out Cashback! The second is to get weekly cashback by being a Spinz Loyalty member - in addition to all the other special rewards!

We calculate Cashback using this formula: (Real Money + Bonus Money bets) - (Real Money + Bonus Money wins) - bonus granted - jackpot contribution + (bonus forfeited + bonus auto-forfeited + bonus expired).

A minimum of €1 in cashback must be earned in order for cashback to be paid into your Spinz account. Generally, cashback is paid in Bonus Money and subject to the normal [wagering requirements]({{< relref "bonus-terms" >}}).

## Spinz Loyalty Cashback

Members of Spinz Loyalty, our VIP program, can enjoy Cashback 24/7. The level of Cashback you receive can go as high as 20% depending on your volume of play, starting from a minimum of €10 in Cashback earned.

Cashback rewards are credited every week, running from UTC at midnight on Friday until 23:59 UTC the following Thursday.

Spinz Loyalty members can enjoy an incredibly low wagering requirement of just 1x on Cashback.

Spinz Loyalty Cashback is centralized across all Wildz Group brands: Wildz, Caxino, Wheelz, Spinz, and Tuplaus. Any Cashback earned will be bundled and shown on all Wildz Group casino platforms on which the player has an account. The player can claim the Cashback on any of those Wildz Group casino platforms. Once claimed on one brand, the Cashback amount will be removed from the player's accounts on all other Wildz Group brands.

Question 8

Where can I see outstanding Wagering Requirements on my bonuses?

Accepted Answer

Visit the 'My Account' area to view any active bonuses on your account and their remaining wagering requirements.

Question 9

How does Double Speed work?

Accepted Answer

The Spinz Double Speed reward moves your Progress Bar at 2x the regular pace. Every time the bar is filled, you level up and earn Free Spins to some of your favourite games.

You'll find Double Speed rewards in your account's My Rewards area. These rewards are often awarded to a specific game title to mark an exclusive release.

Note that general Double Speed rewards have a limited expiry of 1-2 hours, whereas game-specific promotions tend to run for a few days.

Question 10

What does the 99% reward do?

Accepted Answer

One of our more potent bonuses is the **99% reward**, which accelerates your Progress Bar from its current position to 99% instantly - leaving you with only a little further to go for Free Spins for your favourite games!

You can maximise its effectiveness by triggering the reward once your Progress Bar has reset to 0% following a level-up. If you trigger the reward at 80% progress, you would only claim 19% worth of benefits instead of 99% when activated at 0%.

You should act fast once 99% of the rewards are available since they expire after 24 hours!

Question 11

How can I trigger rewards at Spinz?

Accepted Answer

Whenever we make a reward available, you'll find a 'reward card' in your account's **My Rewards** section.

Note that these rewards have a limited expiry of 24 hours from the point of issuance, so you must act quickly to unlock the benefits.

Once you've claimed your reward, you have another 24 hours to use it in full. When it expires, all unused rewards are forfeited.

Free Spins releasea 'Play Now' card once issued. After you've clicked this card, you'll be taken to the Free Spins feature of the game the bonus is for.

Head to the [Bonus]({{< relref "bonus" >}}) page to find out more about the many types of rewards available at Spinz.

Question 12

Why don't my wagering requirements decrease when using Bonus Money?

Accepted Answer

It's important to note that some games don't contribute fully to our Wagering Requirements, while others are excluded altogether. See the [Bonus Terms and Conditions]({{< relref "bonus-terms" >}}) page for further details on Wagering Requirements contributions. If you think your Wagering Requirements are not decreasing when they should be, please contact [Customer Support]({{< relref "support" >}}), who will look into the issue for you.

Question 13

How often can I expect to receive bonuses at Spinz?

Accepted Answer

Bonuses are awarded on top of the wins you receive from regular gameplay and begin the moment you make your first deposit. Claim our Welcome Offer that consists of five deposit matches of up to €500 in total + 500 Free Spins. To get you started, we’ll give you a 100% deposit bonus of up to €100 plus 100 Free Spins when you make your first deposit!

Other bonuses include Double Speed, reload bonuses, Cashback, and Free Spins by the bucket load.

Question 14

Can I be assured of player safety at Spinz?

Accepted Answer

We take the issue of player safety and security extremely seriously.

Our expert teams continuously review procedures and policies to ensure that Spinz Casino is a safe place to play for everyone.

The following are some of the ways we ensure player safety:

- **Randomization:** Random Number Generators (RNGs) are incorporated into every video slot to guarantee absolute randomness from one spin to the next. These are verified by third-party officials to ensure fairness and safety.

- **Up-to-date Payment Technology:** We employ the same robust payment technology adopted by major financial institutions to ensure the security of every payment you make.

- **Alert Payments Team:** Our Payments Team is trained to be alert to suspicious or risky behaviour. If any suspicious activity is detected, it will be flagged for review, which may result in temporary blocks placed on a player's account until the matter is investigated in full.

- **Strict Regulation:** As a licensee of the [Malta Gaming Authorityn (MGA)](https://www.mga.org.mt/), Spinz is bound by some of the strictest regulations of the entire global iGaming industry to safeguard player welfare and safety. The MGA is considered one of the world's most comprehensive regulatory bodies. Whenever you may be affected by MGA regulations, we will let you know.

- **Responsible Gaming:** Responsible Gaming is another area of utmost importance at Spinz — so much so that we provide numerous tools to help you manage your gambling.

Additionally, we advise you to consult the following resources concerning Responsible Gaming:

- **[Responsible Gaming Page]({{< relref "responsible-gaming" >}}):** This resource offers advice on avoiding problem gambling and also provides a gambling risk self-assessment test.
  - **Account Limits:** Your account Limits can all be configured via the 'My Account' area to help you keep control of your gaming.

Question 15

What happens if I lose internet connection in the middle of a game?

Accepted Answer

Don't panic if a game loses connectivity while you're playing. Your funds remain safe on the rare occasion this happens since all plays are recorded on our systems even before the completion of a game round, and your session is saved at the point an error occurred.

You may not be able to view a particular spin's animation if you are in the middle of a bonus round, but rest assured, your funds will not be lost.

Occasionally, errors occur on the side of the game provider that are out of our control, but if your operating device freezes mid-game, it's worth rebooting it.

Should the issue persist, get in touch with Customer Support via Live Chat or [email]({{< relref "support" >}}), providing as much information as possible. Recording the following information will assist us as we look into the matter:

- Game name (if applicable)
- Time of incident (as close as possible)
- Wager amount (if known and applicable)
- Description of incident

Question 16

Are your games offered in demo mode?

Accepted Answer

With the exception of a few games, such as Live Casino and some jackpot titles, most of Spinz's games can be enjoyed in free-play mode.

To try a game for free, make sure you're logged out of your account, and then hit **Games** in the casino sidebar. You can then browse our game lobby and choose a game you like the look of to see if it's right for you.

Question 17

How do I find a particular game?

Accepted Answer

To locate a particular game, head to the [Spinz game lobby]({{< relref "casino" >}}) and enter the title in the search bar. Clicking **All Games** to the right of the lobby will automatically sort our entire library alphabetically by provider.

Here is some useful code for searching a particular tag or string of text that you can paste into your web browser:

spinz.com/en/casino/?s=InsertSearchTermHere

To find all MegaWays slots, for example, copy and paste the following code into the browser:

spinz.com/en/casino/?s=megaways

Question 18

What happens if a game won't run when I try to launch it?

Accepted Answer

First, try relaunching your web browser. If this doesn't resolve the problem, restart your operating device. Should the issue persist after this step, make sure your software and device are up-to-date and fully compatible with Spinz's platform.

Older titles that use less modern technology, like Flash-based games, may not be supported on mobile. Note that these games are gradually being phased out as HTML-5 becomes the predominant technology of choice for game providers.

If issues continue, contact [Customer Support]({{< relref "support" >}}).

Question 19

Do you charge deposit or withdrawal fees?

Accepted Answer

In a word, no.

Spinz will never charge a fee for deposits or withdrawals. A few payment providers may have surcharges; however, these are out of our control.

You'll be happy to hear that the most popular payment options, such as credit cards and bank transfers, generally do not charge additional fees.

Question 20

Is it possible to make payments using someone else's account?

Accepted Answer

Under no circumstances is it allowed to make payments or withdrawals using a third party's account.

The name of the Spinz account must match the account holder requesting the payment. If there are discrepancies between the two, they will be flagged for our attention. In extreme cases, your account may be suspended temporarily while we conduct an investigation.

Should you be unable to make payments using your own personal payment methods, we encourage you to contact [Customer Support]({{< relref "support" >}}) for guidance.

Question 21

What deposit methods are available?

Accepted Answer

We offer a variety of deposit methods, including credit card, bank transfer and e-wallets. Head to the dedicated [Payment Options]({{< relref "payment-options" >}}) page, which lists the options available in your country. Please make sure you've selected the relevant flag in the footer so you're on the right page.

It's important to note that some methods can be used either for deposits or withdrawals rather than both.

If we don't offer a specific payment method that you'd like to use, please feel free to email Customer Support. Due to technical or regulatory restrictions, it's not guaranteed that your request will be fulfilled, but we will do our best to look into your query.

Question 22

What are your minimum deposit amounts?

Accepted Answer

Minimum deposit and withdrawal amounts can vary by country, but for most territories, the minimum deposit is set at €10 or local currency equivalent.

To learn more about the payment types available to you, see the [Payment Options]({{< relref "payment-options" >}}) page.

**IMPORTANT**: To see the payment options in your country, select the correct country flag from the dropdown menu in the Payments page footer.

Question 23

How long do deposits take to arrive?

Accepted Answer

We strive to credit all deposits to your Spinz account immediately, barring any hold-ups from your chosen payment provider.

Be aware that withdrawal times are subject to change according to the [withdrawal method]({{< relref "payment-options" >}}) used.

Additionally, if you've not yet undergone complete KYC verification and you request a payment outside the realms of your regular deposit activity (e.g. many deposits in a short period, unusually large deposit amounts), you may experience a delay in your deposit and could be asked to complete a KYC check.

Question 24

Why is my deposit not showing?

Accepted Answer

Any deposit you make at Spinz should arrive within seconds. If, however, a deposit is taking longer than expected, we advise you to contact [Customer Support]({{< relref "support" >}}).

Normally, delays are associated with your chosen payment provider, but we will do our best to resolve the situation as soon as possible.

*For a quicker response, you can contact Spinz via the Live Chat facility whenever you're logged in to your account. This will give the agent instant information on you as a customer, typically leading to swifter resolutions.*

Question 25

How long do withdrawals take?

Accepted Answer

Withdrawal times vary depending on the status of your Spinz account and the payment method chosen. Certain payment types, like e-wallets, offer near-instant withdrawals, while other methods, including bank transfers, can take up to three (3) days to reach your account. In the case of bank transfers, longer processing times typically owe to the banking sector's routing system. Head to the [Payment Options]({{< relref "payment-options" >}}) page to find expected payment times in the jurisdiction where you reside. Ensure you've selected your country's flag in the dropdown menu in the page footer. You can also find all the methods available to you in the Spinz [Cashier](https://www.spinz.com/en/deposit). Irrespective of the withdrawal method used, you must first undergo a KYC (Know Your Customer)¹ check. Those players who are KYC-verified can expect to receive much faster, often instantaneous payments; however, a KYC check may be initiated for any player at any time for larger withdrawals. *¹Please do not request early account verification. To process many KYC checks in the most efficient way possible, we'll reach out to you when the time is needed. At that time, a new section will appear in your account, allowing you to upload your KYC documents directly on the website.*

Question 26

Is it possible to add a particular title that I like?

Accepted Answer

Are you fond of an online slot that is not offered at Spinz? We encourage you to contact [Customer Support]({{< relref "support" >}}) if you'd like to see a game added to our portfolio that isn't currently available. If you'd like to discover our wide-ranging game selection, along with each respective game maker, head to the GAMES area in the game [lobby]({{< relref "casino" >}}). Games can be sorted by several categories and game providers.

Question 27

Can I play games at Spinz on my iPhone?

Accepted Answer

Nearly all the games on offer at Spinz can be enjoyed across most modern handheld devices, delivering the same rich gaming experience as desktop versions.

Question 28

Are the same payment options available on mobile and desktop?

Accepted Answer

Yes. You'll find the same payment methods available to you regardless of your chosen device. Our dedicated [Payment Options]({{< relref "payment-options" >}}) page is where you'll find the list of methods offered in your jurisdiction.

Question 29

Are there ways to manage my playing activity at Spinz?

Accepted Answer

Spinz offers a variety of measures designed to put you in control of your gameplay. Here are the Limits available to you at Spinz, which all act upon your specifications. Manage these in the 'Limits' section of your account: - **Time limit**: You can choose this limit to be logged out automatically once a pre-specified timeframe has elapsed. - **Net loss limit**: This limit places a ceiling on the amount you can lose over a fixed period. Once this limit is reached, you won't be able to place any further wagers until a specified amount of time has elapsed. - **Deposit limit**: To limit the amount of money you can deposit, consider a Deposit limit. This operates by rejecting deposits once you have met a certain amount. - **Wagering limit**: Choose this option to be prevented from placing bets above a certain amount. - **Timeout**: Timeouts work by placing temporary blocks on your account. They can either be triggered by various account actions or are self-imposed. While a Timeout is in place, access to your account is cut off. Find out more in our [Terms and Conditions]({{< relref "terms-and-conditions" >}}) section. --- - **Indefinite Self-Exclusion:** Alternatively, you can choose to activate an indefinite self-exclusion. If you do so, all access to your account will be denied, and you'll only be able to regain access by contacting Spinz Support. Please remember that we require a minimum of 7 days from receiving your request until your account is reinstated. This type of limit can also be configured in the Limits area of your account. To find out more about problem gambling and the Limits offered, visit our [Responsible Gaming page]({{< relref "responsible-gaming" >}}).

Question 30

How do I update any incorrect personal information?

Accepted Answer

You can update your phone number in your "My Account" section, but it's only possible to update other personal information by contacting [Customer Support]({{< relref "support" >}}), who will be happy to accommodate your request.

Question 31

How do I verify my account?

Accepted Answer

We request Account Verification, or a KYC Check, on an as-needed basis to comply with industry regulations as soon as a player passes transaction thresholds. We may also request KYC checks if we detect unusual activity on your account.

You'll be notified via SMS and email if you are asked to verify your account. To kick off the process, go ahead and upload all the relevant documentation in the [Verification](https://www.spinz.com/en/account/verification/) area of your account via desktop or mobile device. It's preferable to submit scanned documents and screenshots instead of photos taken on a smartphone.

*Please note that the verification section will only permit uploads once a verification check has been requested.*

## Account Verification Explained

The following types of documents are typically required to complete Account Verification:

- **Valid Picture ID**: Passport, driver's license, or national ID card. The identification must be a **valid, government-issued photo ID**. A national authority must have issued your ID card.

- **Utility Bill**: The utility bill should be less than three months old and reflect the home address you registered on your Spinz account.

- **Payment Method**: If payment verification is also requested, you should upload a statement at most three months old confirming your payment method(s) and clearly showing the account holder and account number. The following documents are accepted as a form of Payment Method Verification:
	- Bank Transfer: Bank statements should include your name and address and match the details of your Spinz Casino account.

- Credit Cards: You must provide front and back images of the credit card. You must sign the back of the card. The front image must clearly show the first six (6) and last four (4) digits *(**1234 56**XX XXXX **1234**)* of the credit card number.

- E-Wallets: These follow the same general rules as bank statements. These statements should include the same account holder's name and address as their Spinz account. If your e-wallet provider does not give paper / PDF statements or a digital copy is unavailable, a screenshot of the account details displaying the customer name and address is required.

## Tips to Speed up the Process

- **Document Details:** Sending us the correct documents in the first place will prevent us from needing to follow up with additional requests.
- **High-quality Scans Work Best:** High-resolution scanned documents will likely achieve verification faster. Images of poor quality or illegible documents are likely to be rejected.

Question 32

Can you remind me of the email address I used to sign-up?

Accepted Answer

For a reminder of the email address you used when you registered with us, contact [Customer Support]({{< relref "support" >}}), and we will be happy to assist.

You'll also need to get in touch if you'd like to change the email address linked to your Spinz account.

Question 33

How long does account verification take?

Accepted Answer

Once you've provided us with your full KYC documentation, we aim to complete your review within 24 hours. However, some delays do occur from time to time since we process a large number of requests.

If you haven't heard from us a few days after submitting your documents, please contact [Customer Support]({{< relref "support" >}}).

Question 34

Is it safe to upload my documentation to your website?

Accepted Answer

Since security is paramount to us, any documents uploaded are handled with the highest standards of security and confidentiality. Highly qualified employees will only access anything you submit for account verification as and when required.

Question 35

I've forgotten my password. How can I reset it?

Accepted Answer

To reset your password, select **"Forgot your Password?"** found on the main login screen and enter the mobile number you provided upon registering with Spinz.

Shortly after, you can expect a PIN code to be sent to this number with an SMS, which needs to be entered on-screen.

If you're having problems receiving your PIN code, or if the 'Forgot your Password' option is presenting other issues, please reach out to our friendly [Customer Support]({{< relref "support">}}) team.

Question 36

Can I make payments to and from my account prior to verification?

Accepted Answer

Yes, you may make deposits and withdrawals before your account has been verified, within limits.

However, once a transaction threshold has been exceeded, we're bound by law to carry out standard KYC (Know Your Customer) checks. This is to ensure the Spinz account holder's ID documentation and payment details all match.

Certain factors determine a player's particular payment threshold before a KYC is initiated.

*Note: Please do not contact support regarding account verification before one is requested. KYC checks are requested as needed to maintain timely processing for all customers.*

Question 37

Will you inform me when my account is verified?

Accepted Answer

A Spinz representative will contact you once your account has achieved full KYC-verified status. Additionally, if one or more documents are rejected, we will contact you to request further valid documentation.

Please be patient throughout the KYC process. While we attempt to complete each check as quickly as possible, occasionally delays occur due to the sheer volume of accounts we process.

Finally, it's advisable to [enable consents](https://www.spinz.com/en/faq/manage-consents) so that you're alerted to any updates regarding your account, along with marketing campaigns that we think may be of interest to you.

Question 38

Are my funds safe at Spinz Casino?

Accepted Answer

Absolutely. Spinz adheres to the highest security standards to safeguard account integrity. What's more, in accordance with regulatory mandates, company operating funds are always entirely ring-fenced from player account balances.

FAQs

Account

Bonuses

Casino

Deposits & Withdrawals

Games

Mobile Gaming

Responsible Gaming

Security

Casino

Useful Links

General

Casino

Useful Links

General