Its About page also mentions phone support and calls the service 24/7, but we could not find a published email address or phone number. Live chat is therefore the clearest first point of contact. Note that Ireland is on the list of restricted countries in Spin City's terms (clause 2.1.4), so Irish residents cannot play there for real money. This page is for information only. Escalation options are limited: the Curaçao licence the casino still cites is listed as revoked in the regulator's registry dated 2 October 2026. We are an independent review site, not the casino, and 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 were unable to 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) | No email address 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. According to the terms, withdrawals are processed daily, including weekends and bank holidays, so payment queries are not limited to working days.
Supported languages
- English
- German
- Polish
- Danish
- Russian
These five languages are listed on the homepage. The site also has a Canadian English version (/en-ca), but we found no separate support details for it. There is no Irish-specific version, which is consistent with Ireland being a restricted country.
Typical support queries and what the terms say
Many contacts with support concern rules already set out in the terms of service. Knowing the rule helps account holders ask a precise question and recognise a genuine problem. The figures below come from the terms PDF.
| Situation | What the casino's rules say | When contacting support makes sense |
|---|---|---|
| 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 is unclear which documents are needed, or the 14-day deadline is approaching |
| 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 |
For more on cash-outs, see our withdrawal guide and payment methods overview.
How to escalate a complaint
We did not find a published complaints procedure or an 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 a sentence or two, including the date, amount and transaction or game details. Never share your password. Save or screenshot the transcript.
- Follow up by emailSend a short email summarising the chat, using the address shown in the casino's own help or contact section, as we could not confirm one. Email gives you a timestamped record.
- Ask for escalationIf the first reply does not resolve things, ask whether the case can go to a senior agent or a complaints team, and 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 your earlier contacts and attach your evidence.
- Consider outside optionsFor disputed card or e-wallet payments, your card issuer or payment provider may be able to advise. Read 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 state that application OGL/2024/194/0642 is in progress and that the operator works under a Certificate of Operation in the meantime; 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 does not appear on the iGaming Ontario operator list, the German GGL whitelist or the Portuguese SRIJ list, and it claims no Irish licence. In practice, there is no confirmed regulator to turn to for this brand, which makes careful record-keeping with the casino's own team all the 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[↗]
- Ireland
- Listed as a restricted country in terms clause 2.1.4
Practical tips before contacting 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 promotion pages, as figures differ between pages: the third-deposit percentage, for example, appears as 100% on a promotion tile and 75% in the page text.
- Keep all communication in a single thread where possible.
- Send verification documents promptly; the terms allow 14 days once they are requested.
- Never share your password or full card number in chat or by email.
Strengths and weaknesses of Spin City's support
Strengths
- 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
Weaknesses
- 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
- Ireland is on the restricted list, so Irish residents cannot play for real money
Support and responsible gambling
Gambling is for adults aged 18 and over. Account holders who want a break or limits can ask support what the account allows, but shouldn't rely on the casino alone. In Ireland, the HSE Drugs and Alcohol Helpline offers free, confidential support on gambling on 1800 459 459, with more information at www2.hse.ie/living-well/gambling/. Our responsible gambling page explains warning signs and lists further help. If a dispute is causing stress or tempting you to keep playing, step away first and deal with support later.
FAQ
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This page is independent editorial content from SmgTev. It is not produced, approved or endorsed by Spin City Casino. Information is provided for general reference only and may change; please check the operator's own terms for current details.