Its About page also lists phone support and calls the service 24/7, but we could not find a published email address or phone number. Live chat is the clearest first contact point for existing account holders. Australia is on the list of countries whose residents cannot play for real money under the casino's terms. Separately, the Interactive Gambling Act 2001 prohibits online casino and slot services to Australians, so this page is for information only. For escalation, the casino's own team is the main route. The Curaçao licence the casino still cites is listed as revoked in the regulator's registry dated 2 October 2026. This is an independent review site, not the casino, and we cannot access or fix player accounts.
Support channels at a glance
Spin City's homepage and About page describe the service slightly differently. The table sets out what each source says and what we couldn't confirm.
| Channel | Where it is stated | Stated hours | What we could not confirm |
|---|---|---|---|
| Live chat | Homepage and About page | Day and night (homepage); 24/7 (About page) | Response times are not published |
| Homepage and About page | Day and night (homepage); 24/7 (About page) | The email address itself was not found in our research | |
| Phone | About page only | 24/7 (About page) | No phone number found; the homepage does not list phone |
Opening hours
Both sources describe round-the-clock support: "day and night" on the homepage and "24/7" on the About page. Neither says whether every language is covered at all hours. The listed languages point to a European customer base, so English may be the most reliable option outside European business hours, which fall overnight in Australia. That is our assumption, not something the casino has published. According to the terms, withdrawals are processed daily, including weekends and public holidays, so payment queries aren't tied to business days.
Supported languages
- English
- German
- Polish
- Danish
- Russian
These five languages come from the homepage. The site also has a Canadian English version (/en-ca), but we found no separate support details for it, and there is no Australian version.
Common support topics and what the terms say first
Many support queries concern rules already set out in the terms of service. Knowing the rule helps an account holder ask a precise question and spot a genuine problem. The figures below come from the terms PDF and the casino's bonus pages. They are published in euros, not Australian dollars.
| Situation | What the casino's rules say | When support is the right contact |
|---|---|---|
| Withdrawal still pending | Requests stay pending for 0–48 hours and are processed daily, including weekends and holidays | If the request is still pending after 48 hours |
| Verification documents | Extra verification may apply above €2,000 in total withdrawals; requested documents must be sent within 14 days | If it's unclear which documents are needed, or the 14-day deadline is close |
| Card check | Cards may be verified with a €1 authorisation hold lasting 1–3 business days | If the hold remains after 3 business days |
| Fee on withdrawal | Each deposit must be wagered 2× before withdrawal, otherwise a 10% fee is charged | Before withdrawing, to confirm whether the fee would apply |
| Withdrawal limits | Maximum €5,000 per week and €15,000 per month; wins of €50,000 or more may be paid in 10 monthly instalments | To get a written payment schedule for a large win |
| Dormant account | After 12 months without logging in, an inactivity fee of €5 per month applies | If unexpected charges appear |
| Conflicting bonus figures | For the 3rd deposit, the promotion tile shows 100% while the bonus page text says 75% | To get the applicable terms confirmed in writing |
For more detail on cash-outs, see our withdrawal guide and payment methods overview.
How to escalate a complaint
We found no published complaints procedure and no independent dispute service named by Spin City. The steps below are a practical sequence for existing account holders, based on the channels and company details the casino does publish.
- Start with live chatDescribe the issue in one or two sentences, with the date, amount and transaction or game details. Never share a password. Save or screenshot the transcript.
- Follow up in writing by emailSend a short email summarising the chat, using the address shown in the casino's own help or contact section, as we couldn't confirm one. Email gives a time-stamped record.
- Ask for escalationIf the first answer doesn't resolve the issue, ask whether the case can go to a senior agent or complaints team. Request a reference number and an expected reply date.
- Write to the operator named in the termsThe terms name Faro Entertainment N.V. (Curaçao) as the contracting party and Faro Entertainment Europe Limited in Nicosia, Cyprus, as site operator. Quote earlier contacts and attach the evidence.
- Consider outside optionsFor disputed card or e-wallet payments, the payment provider or bank may be able to advise. See the licence section below before relying on a regulator.
The licence situation and external complaints
The homepage still says the casino holds a Curaçao online gambling licence. The terms say application OGL/2024/194/0642 is in progress and that the operator works under a Certificate of Operation in the meantime, and a GCB certificate page says the same. However, the Curaçao registry dated 2 October 2026 lists that licence as revoked as of 12 August 2026, at the operator's request. Spin City also doesn't appear on the iGaming Ontario operator list, the German GGL whitelist or the Portuguese SRIJ list. In practice, there is no confirmed regulator to turn to for this brand, which makes careful record-keeping with the casino's own team more important.
Who you are dealing with
- Contracting party ("we / us")
- Faro Entertainment N.V.
- Parent company
- Faro Entertainment N.V., Kaya Richard J. Beaujon Z/N, Curaçao, Reg. No. 142227
- Site operator
- Faro Entertainment Europe Limited, 12 Demostheni Severi Av., Office 601, 1080 Nicosia, Cyprus, Reg. No. ΗΕ 425912
- Licence status (Curaçao registry, 2 October 2026)
- OGL/2024/194/0642 listed as revoked as of 12 August 2026[↗]
Practical tips before contacting support
- Check the relevant rule in the terms first so it can be quoted.
- Note dates, amounts, payment method and any reference numbers.
- Screenshot error messages, balances and bonus pages, since bonus figures differ between pages.
- Keep all communication in one thread where possible.
- Send verification documents promptly; the terms set a 14-day window once they're requested.
- Never share a password or full card number in chat or email.
Strengths and weaknesses of Spin City's support
Pros
- Live chat and email described as available day and night
- Five languages listed: English, German, Polish, Danish and Russian
- Operator companies and a Cyprus postal address are named in the terms
Cons
- Phone support appears only on the About page, with no number found
- No email address or phone number found in our research
- No published complaints procedure or independent dispute service
- Curaçao licence listed as revoked, limiting regulator escalation
- Australian residents are excluded from real-money play under the terms
Support and responsible gambling
Gambling is for adults 18+ only. A casino's support team shouldn't be the only place to turn for help with gambling. In Australia, Gambling Help Online offers free, confidential support around the clock at www.gamblinghelponline.org.au or on 1800 858 858. Our responsible gambling page explains warning signs. If a dispute is causing stress or pushing you to keep playing, step away first and deal with it later.
FAQ
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This page is published by SmgTev for general information only. It is not operated by, endorsed by or affiliated with Spin City Casino. Under the Interactive Gambling Act 2001, online casino and slot services must not be offered or advertised to people in Australia, and nothing on this page is an offer or recommendation.