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

For a reminder of the email address you used when you registered with us, contact Customer 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.

Are my funds safe at Spinz Casino?

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

Are the same payment options available on mobile and desktop?

Yes. You’ll find the same payment methods available to you regardless of your chosen device. Our dedicated Payment Options page is where you’ll find the list of methods offered in your jurisdiction.

Are there ways to manage my playing activity at Spinz?

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 the triggers you set. Manage these in the ‘Limits’ section of your account: Time limit: 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 of time. Once this limit is reached, you won’t be able to place any further wages until a specified timeframe is reached. Deposit limit: To limit the amount of you money you’re able to deposit, consider a Deposit limit. This operates by rejecting deposits from you until a pre-determined time period is up. 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 upon various account actions, or self-imposed. While a Timeout is in place, access to your account is cut off. Find out more in our Terms and Conditions section. Indefinite Self-Exclusion: Alternatively, you can choose to activate a Self-Exclusion for an indefinite period of time. If you go down this route, all access to your account will be denied, and you’ll only be able regain access by getting in touch with Spinz Support. Note that we also enforce a minimum waiting time of 7 days from the moment your request is received to the reinstatement of your account. 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.

Are your games offered in demo mode?

With the exception of a small number of games like Live Casino and some jackpot titles, all of the games on offer at Spinz 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.

Can I be assured of player safety at Spinz?

We take the issue of player safety and security extremely seriously. Our expert teams are continuously reviewing procedures and policies to make Spinz Casino a safe place to play for all. The following details some of the ways we ensure player safety: Randomisation: Random Number Generators (RNGs) are incorporated into every video slot to guarantee absolute randomness from one spin to the next. The Latest Payment Technologies: We employ the same robust payment technology adopted by major financial institutions to ensure every payment you make is secure. 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 blockages placed on a player account until the matter is investigated in full. Strict Regulation: As a licensee of the Malta Gaming Authority (MGA), 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, and this means you may be subject to ongoing regulatory changes. Whenever this has a material impact on you or your gameplay, we will inform you accordingly. Responsible Gaming: Responsible Gaming is an another area of utmost importance at Spinz - so much so that we’ve introduced various Limits enabling you to manage your gaming behaviour. Additionally, we advise you to consult the following resources concerning Responsible Gaming: Responsible Gaming Page: 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.

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

Yes, you may make deposits and withdrawals before your account has been verified provided they are of relatively modest amounts. Once a transaction threshold has been breached, however, we’re bound by regulatory protocols to carry out standard KYC (Know Your Customer) checks. This is to ensure the Spinz account holder, their ID documentation and payment details all tally. There are certain factors that determine a player’s particular payment threshold before a KYC is initiated, including, but not limited to, frequent deposits, withdrawing immediately after depositing, along with various other indicators. Note: Please do not contact support regarding account verification before one is requested. To maintain timely processing for all customers, KYC checks are requested on an as-needed basis.

Can I play games at Spinz on my iPhone?

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.

Can I play with more than one Spinz account?

Due to gaming regulations you’re only allowed to play in one (1) account at Spinz. Any duplicate accounts will be duly identified by our systems and closed down. In that case that you opened multiple accounts by accident, please let our Customer Support team know. For a reminder of your login credentials, follow our account recovery steps.

Do you charge deposit or withdrawal fees?

In a word, no. Spinz will never charge a fee for deposits or withdrawals. A small number of payment providers may levy additional surcharges, however these are out of our control. You’ll be happy to hear the most popular payment options like credit card and bank transfer generally do not charge any additional fees.

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

To find out whether you already have a Spinz account, first try using the Forgot your Password? option found in the login screen. If you’ve already opened an account with us you can then expect an SMS sent to your registered mobile phone number containing a code to reset your password. If the above does not resolve the matter, please contact Customer Support for more assistance. We advise you to do this before opening any further accounts to avoid the risk of violating our terms and conditions.

How can I trigger rewards at Spinz?

Whenever we make a reward available to you, you’ll find a ‘reward card’ in the My Rewards section of your account. Note that these rewards have a limited expiry 24 hours from the point of issuance, so you must act quick to unlock the benefits. Then, once you’ve claimed your reward, you have another 24 hours to use it in full. Once the expiry time arrives, all unused rewards are forfeited. Free Spins release a ‘Play Now’ card once they’ve been issued. After you’ve clicked this card, you’ll be taken to the Free Spins feature of the game in question. Head to the Bonus page to find out more about the many types of rewards available at Spinz.

How do I change my registered mobile number?

To ensure account security, we do not permit mobile numbers to be updated online at Spinz.com. If you need to update your mobile number, please contact Customer Support for help with this change. Customer Support will confirm certain personal details to ensure the highest level of account security.

How do I close my Spinz account on a permanent basis?

To do this you must contact Customer Support, providing your reasons for wanting a permanent closure. Note that under most circumstances, it’s not possible to open another account at Spinz once you’ve requested a permanent account closure.

How do I earn Cashback at Spinz?

Cashback calculation: (real money + bonus money bets) - (real money + bonus money wins) - bonus granted + (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. Cashback is paid in Bonus Money and subject to the normal wagering requirements. Spinz Loyalty Cashback Members of Spinz Loyalty, our VIP program, can enjoy Cashback 24/7. The level of Cashback you receive ranges from 10% - 20% depending on your volume of play. Cashback rewards are credited every week, running from CET at midnight on Friday until 23:59 CET the following Thursday. Spinz Loyalty members can enjoy an incredibly low wagering requirement of just 1% on Cashback.

How do I find a particular game?

To locate a particular game, head to the Spinz game lobby and enter the title in the search bar. Clicking All Games to the right of the lobby, incidentally, 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/nz/casino/?s=InsertSearchTermHere To find all MegaWays slots, for example, copy and paste the following code into the browser: spinz.com/nz/casino/?s=megaways

How do I update any personal information that is incorrect?

It’s only possible to update your own personal information by contacting Customer Support, who will be happy to accommodate your request.

How do I update my marketing preferences?

The My Profile section in My Account is where you can manage your Spinz communication consents. So that you don’t miss out in any of the great offers running each month, we recommend you enable your consents. Often our promotions have a limited expiry, so with your consents disabled you risk losing out on some extra value. If you do agree to receive marketing material from us, we pledge to only send you offers that are relevant to you. Further, we agree to never share your personal data with any third-party.

How do I verify my account?

We request Account Verification / 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. If you are asked to verify your account, you’ll be duly notified via SIS and email. To kick off the process, go ahead and upload all the relevant documentation in the Verification area of your account via desktop or mobile device. It’s preferable to submit scanned documents and screenshots as opposed to photos taken on smartphone. Please note that the verification section will not permit uploads until a verification check has been requested. Account Verification Explained The following types of documents are typically required in order 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 3 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 no more than 3 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 should match the details of your Spinz Casino account. Credit Cards: Front and back images of the credit card are required. The back of the card must be signed by you. The front image must clearly show the first six (6) and last four (4) digits (1234 56XX XXXX 1234) of the credit card number. E-Wallets: E-Wallets 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 if a digital copy is not available, a screenshot of the account details displaying the customer name and address is required instead. Tips to Speed up the Process Document Details: Ensuring you send us the correct documents in the the first instant means we won’t need to follow-up with additional requests. High-quality Scans Work Best: High resolution scanned documents are most likely to achieve verification faster. Images of poor quality or illegible documents are likely to be rejected.

How does Double Speed work?

The Spinz Double Speed reward moves your own 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 the My Rewards area of your account. These rewards are often awarded to a specific game title, typically to mark an exclusive release, but Double Speed can also be enjoyed on a provider’s entire roster of games, too. 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.

How long do deposits take to arrive?

We strive to credit all deposits to your Spinz account immediately, barring any hold-ups on the part of your chosen payment provider. Be aware that withdrawal times are subject to change according to the withdrawal method used. Additionally, if you’ve not yet undergone full KYC verification and you request a payment outside the realms of your regular deposit activity (eg. many deposits in a short period of time, unusually large deposit amounts), you may experience a delay in your deposit and could be asked to complete a KYC check.

How long do withdrawals take?

Withdrawal times vary depending on the status of your Spinz account as well as the payment method chosen. There are certain payment types, like e-wallets, which offer near-instant withdrawals, while other methods, including bank transfers, for example, can take up to three (3) days to reach the beneficiary account. In the case of bank transfer, longer processing times typically owe to the routing system of the banking sector. Head to the Payment Options page to find expected payment times in the jurisdiction where you reside. Ensure you’ve selected your own country’s flag in the drilldown menu located in the page footer. You can also find all the methods available to you in the Spinz Cashier. Irrespective of the withdrawal method used, you must first undergo a KYC (Know Your Customer)1 check. Those players that 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. In order to process many KYC checks in the most efficient way possible, we will contact you when the time is needed. At that time, a new section will appear in your account which allows you to upload your KYC documents directly on the website.

How long does account verification take?

Once you’ve provided us with your full KYC documentation, we aim to complete your review in full within 24 hours. Some delays do occur from time to time since we process a large number of requests, and we apologise on the rare occasion that this happens. If you haven’t heard from us a few days after submitting your documents, please contact Customer Support explaining the situation.

How often can I expect to receive bonuses at Spinz?

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 to earn a 100% deposit bonus up to $300, in addition to 100 Free Spins. Other bonuses take the form of Double Speed, reload bonuses, Cashback, and Free Spins by the bucket load, among others.

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

Don’t fret if you’ve forgotten your password, or would like to choose a new one. 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 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 team.

Is it easy to open an account at Spinz?

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. You’ll then receive a verification PIN sent to the phone number you’ve provided. This will need entering on the next screen. Once these steps are complete, you’re ready to start playing at Spinz! Have a browse of the Spinz game lobby to get a feel for our games, or deposit into your account via the Cashier to play for real money. Don’t forget to claim our 100% Welcome Bonus when you load up your account for the time time.

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

Fond of an online slot not offered at Spinz? We encourage you to get in touch with Customer Support if you’d like to see a game added to our portfolio which isn’t currently available. While this isn’t always possible in the case of older games running on Flash technology, we’ll do our best to look into your request. 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. Games can be sorted by a number of categories and also by game provider.

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

Under no circumstances it is allowed to make payments or withdrawals using the account of a third-party. The name of the Spinz account must match the account holder requesting the payment. If there are discrepancies between the two, this will be flagged for our attention, and in extreme cases this may cause your account to 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 for guidance.

Is it safe to upload my documentation to your website?

Since security is of paramount importance to us, any documents uploaded are handled with the highest standards of security and confidentiality. Rest assured that anything you submit for the purposes of account verification will only be accessed by highly qualified employees as and when required.

What are your minimum deposit amounts?

Minimum deposit and withdrawal amounts can vary by country, but for most territories, the minimum deposit is set at $10 NZD or local currency equivalent. To learn more about the payment types available to you, see the 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.

What deposit methods are available?

We offer a variety of deposit methods, including credit card, bank transfer and e-wallet. Head to the dedicated Payment Options page, which lists the options available in your country. Make sure you’ve selected the relevant flag in the footer so that you’re on the right page. It’s important to note that some methods can be used either for deposits or withdrawals, and not both. If we don’t offer a certain payment method that you’d like to use, you can send an email to Customer Support. It’s not guaranteed that your requested will be fulfilled due to technical or regulatory restrictions, but nonetheless we will do our best to look into your query.

What does the 99% reward do?

One of our more potent bonuses is the 99% reward, which functions by accelerating your Progress Bar from its current position all the way to 99% in an instant - leaving you fractionally short of Free Spins for your preferred games. Maximise its effectiveness by triggering the reward as soon as your Progress Bar has reset down to 0% following a level-up. Were you to trigger the reward, at, say 80% progress, you would only claim 19% worth of benefits as opposed to 99% when activated at 0%. You should act fast once 99% rewards are made available since they expire after 24 hours, so extract some extra value at Spinz while you can.

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

The first thing to consider is relaunching your web browser. If this doesn’t resolve the problem, restart your operating device. Should the problem persist after this step, make sure your software and device are up to date and fully compatible with Spinz’s platform. Older titles that don’t use the most 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.

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

Don’t panic if a game loses connectivity while you’re playing. Your funds remain safe on the rare occasion this happens since all games 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 happened to be in the middle of a bonus round, but rest assured your funds will not be lost. With a little bit of luck, you’ll discover a welcome increase to your balance when you restart the game! Occasionally, errors occur on the side of the game provider which are out of our control, but in the instance 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 (support@spinz.com), 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

Where can I see outstanding Wagering Requirements on my bonuses?

Visit the ‘My Account’ area to view any active bonuses on your account along with their remaining wagering requirements.

Which currencies do you offer?

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

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

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 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 who will look into the issue for you.

Why is my deposit not showing?

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. Normally, delays are associated with your chosen payment provider, but nonetheless, we will do our best to resolve the situation as best we can. For a quicker response, contact Spinz via the Live Chat facility whenever you’re logged in to your account. This will provide the agent with instant information on you as a customer, and typically leads to swifter resolutions.

FAQs

Account
How can I check if I already have a Spinz account?
How do I close my Spinz account on a permanent basis?
Is it easy to open an account at Spinz?
Can I play with more than one Spinz account?
Which currencies do you offer?
How do I update my marketing preferences?
Authorization of Location Services
I have to leave Ontario in the middle of the game, what will happen?
Can I be accurately geolocated if I have proxy or VPN software actively running on my laptop or desktop?
Must I be located within Ontario to register and create a player account?
What if my computer (desktop PC/Mac) is incorrectly locating me outside Ontario?
Is geolocation accurate if I am accessing the internet via a public Wi-Fi hotspot?
Can I still play real-money games if I have remote desktop software running on my laptop or desktop?
Are games accessible on my mobile device using a mobile internet connection?
How accurate is the location information, and what if I am close to the Ontario border?
How do I activate my location services
Is it possible to improve my location accuracy?
Bonuses
Where can I see outstanding Wagering Requirements on my bonuses?
How can I claim today's Game of the Day offer?
Why don't my wagering requirements decrease when using Bonus Money?
How often can I expect to receive bonuses at Spinz?
How do I earn Cashback at Spinz?
How does Double Speed work?
What does the 99% reward do?
How can I trigger rewards at Spinz?
Casino
Can I be assured of player safety at Spinz?
How do I find a particular game?
What happens if a game won't run when I try to launch it?
What happens if I lose internet connection in the middle of a game?
Are your games offered in demo mode?
Deposits & Withdrawals
How long do withdrawals take?
What are your minimum deposit amounts?
What deposit methods are available?
How long do deposits take to arrive?
Why is my deposit not showing?
Is it possible to make payments using someone else's account?
Do you charge deposit or withdrawal fees?
Games
Is it possible to add a particular title that I like?
Mobile Gaming
Are the same payment options available on mobile and desktop?
Can I play games at Spinz on my iPhone?
Responsible Gaming
Are there ways to manage my playing activity at Spinz?
Security
Can you remind me of the email address I used to sign-up?
How do I update any personal information that is incorrect?
How do I change my registered mobile number?
How do I verify my account?
How long does account verification take?
Can I make payments to and from my account prior to verification?
I've forgotten my password. How can I reset it?
Is it safe to upload my documentation to your website?
Are my funds safe at Spinz Casino?
Will you inform me when my account is verified?

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