We could not find a published email address or phone number, so live chat is the clearest first step. For escalation, the casino's own team is your main route. Spin City is not on the iGaming Ontario operator list, and the Curaçao licence it still cites is listed as revoked in the regulator's registry dated October 2, 2026. This is an independent review site, not the casino. We can't access or fix player accounts.
Support channels at a glance
Spin City's homepage and About page describe the service slightly differently. The table shows what each source says and what we couldn't confirm.
| Channel | Where it's stated | Stated hours | What we couldn't confirm |
|---|---|---|---|
| Live chat | Homepage and About page | Day and night (homepage); 24/7 (About page) | Response times aren't published |
| Homepage and About page | Day and night (homepage); 24/7 (About page) | The email address itself wasn't found in our research | |
| Phone | About page only | 24/7 (About page) | No phone number found; the homepage doesn't 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. Canadian players will most likely use English, which is on the list. The terms say withdrawals are processed daily, including weekends and holidays, so payment questions aren't tied to business days, whatever your time zone.
Supported languages
- English
- German
- Polish
- Danish
- Russian
These five languages come from the homepage. French is not among them. The site has a Canadian English version (/en-ca), but we found no separate support details for it.
Issues worth raising with support, and what the terms say first
Many support contacts concern rules already written into the terms of service. Knowing the rule first helps you ask a precise question and spot a real problem. The figures below come from the terms PDF and the casino's bonus pages. They're quoted in euros; we didn't find Canadian-dollar equivalents.
| Situation | What the casino's rules say | When to contact support |
|---|---|---|
| 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 you're unsure which documents are needed, or the 14-day deadline is close |
| Card check | Cards may be verified with a €1 authorization 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 you see charges you didn't expect |
| Conflicting bonus terms | The 3rd-deposit percentage is shown as 100% on the promotion tile but 75% in the page text | If you hold an active bonus, to get the applicable terms in writing |
| Games not available | Under clause 17.6 of the terms, NetEnt games are blocked in Canada | If a game you expected is missing from the lobby |
For more detail on cash-outs, see our withdrawal guide and payment methods overview. For sign-in problems, see the login guide.
How to escalate a complaint
We didn't find a published complaints procedure or an independent dispute service named by Spin City. The steps below are a practical sequence based on the channels and company details the casino does publish.
- Open a live chatDescribe the issue in one or two sentences. Include the date, amount and transaction or game details. Never share your password. Save or screenshot the chat transcript.
- Follow up in writing by emailSend a short email summarizing the chat. Use the address shown in the casino's own help or contact section, since we couldn't confirm one. Email gives you a timestamped record.
- Ask for escalationIf the first answer doesn't resolve the issue, ask whether the case can go to a senior agent or a complaints team. Ask for 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 your earlier contacts and attach your evidence.
- Consider outside optionsFor disputed card or e-wallet payments, your bank or payment provider may be able to advise. See the licence section below before relying on a regulator.
The licence situation and external complaints
In Canada, online gambling is regulated provincially. Spin City does not appear on the iGaming Ontario operator list (accurate as of September 1, 2026), so Ontario's AGCO and iGaming Ontario complaint routes don't cover it. We didn't check other provinces. 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 runs under a Certificate of Operation meanwhile, and a GCB certificate page says the same. However, the Curaçao registry dated October 2, 2026 lists that licence as revoked as of August 12, 2026, at the operator's request. Spin City also isn't on the German GGL whitelist or the Portuguese SRIJ list. In practice, there's no confirmed regulator you can turn to for this brand, which makes careful record-keeping with the casino's own team more important.
Who you're 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, October 2, 2026)
- OGL/2024/194/0642 listed as revoked as of August 12, 2026[↗]
- iGaming Ontario
- Not on the operator list (as of September 1, 2026)[↗]
Practical tips before you contact support
- Check the relevant rule in the terms first, so you can quote it.
- Note dates, amounts, payment method and any reference numbers.
- Take screenshots of 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 your 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, including English
- 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 French-language support listed
- No published complaints procedure or independent dispute service
- Not on the iGaming Ontario list, and the Curaçao licence is listed as revoked
Support and responsible gambling
Gambling is for adults only: 19+ in most of Canada. If you want to take a break or set limits, support is a reasonable place to ask what the account allows, but don't rely on the casino alone. In Ontario, ConnexOntario offers free, confidential help at 1-866-531-2600 or connexontario.ca. Our responsible gambling page explains warning signs and lists more help organizations. If a dispute is causing stress or pushing you to keep playing, pause first and contact support later.
FAQ
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Is Spin City Casino support available 24/7?
Does Spin City have phone support?
Does support speak French?
Is this website Spin City's customer service?
How long should I wait before chasing a withdrawal?
Can I complain to AGCO or iGaming Ontario?
Why can't I find NetEnt games?
Is SpinCity South Africa the same company?
This page is for information only. We have not confirmed that Spin City Casino holds a licence from the AGCO, iGaming Ontario or any provincial lottery corporation. As of September 1, 2026, it does not appear on the iGaming Ontario operator list. The only licence it claims is from Curaçao, which is listed as revoked on August 12, 2026. Other provinces have not been checked.