The player from Lower Saxony had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The Complaints Team had reviewed the situation and clarified that the player remained responsible for the funds in his account until a successful withdrawal was completed. Since he had not provided sufficient evidence of requesting an account closure due to a gambling issue, the request for reimbursement of the lost €200 was not upheld. Consequently, the complaint was rejected.
Spinbara Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Other
Amount: €200
Spinbara Casino
Safety Index:Very highCase summary
Discussion
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6 months ago
Translation
Hi, I'm having serious problems withdrawing my money.
The casino has been putting me off for five days now, and support keeps giving me mixed answers. I've had everything from my withdrawal being transferred to no withdrawal request. Otherwise, support brushes off everything with standard replies. I deliberately waited five days, but now I'm at my wit's end. I've attached all the screenshots so the matter can finally be resolved.
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6 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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6 months ago
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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
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6 months ago
TranslationI completely understand your point of view, but what this casino is doing is a complete disaster. I have screenshots showing that support says the withdrawal is actively being processed. If you ask the next day, support says no, there is no withdrawal request.
It's truly a shame. I've written to support at least 49 times now, each time with different answers. Six days have passed, and absolutely nothing has happened.
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6 months ago
TranslationA quick update: I asked the casino during the day to close my account until I received my money, because everything seemed very strange to me. Support told me that wouldn't work, and that I should please wait until my money arrived, and then I could have the account blocked.
Of course, it happened as it had to. I canceled my withdrawal and gambled away the entire amount. In my opinion, this is pure fraud at this casino and, above all, illegal. I simply want my money back. And now, because of this unqualified support, I've lost everything. However, since I've been playing for 15 years, I know that the casino acted illegally. They definitely should have blocked my account if I had requested this. Therefore, I would like to request that you immediately reclaim the €200 I lost from the casino.
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5 months ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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5 months ago
TranslationA quick update: I asked the casino during the day to close my account until I received my money, because everything seemed very strange to me. Support told me that wouldn't work, and that I should please wait until my money arrived, and then I could have the account blocked.
Of course, it happened as it had to. I canceled my withdrawal and gambled away the entire amount. In my opinion, this is pure fraud at this casino and, above all, illegal. I simply want my money back. And now, because of this unqualified support, I've lost everything. However, since I've been playing for 15 years, I know that the casino acted illegally. They definitely should have blocked my account if I had requested this. Therefore, I would like to request that you immediately reclaim the €200 I lost from the casino.
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5 months ago
TranslationI wrote the same thing a week ago, but it just says "waiting for confirmation"...
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5 months ago
Dear player, could you please send me the full conversation or any messages you exchanged with the casino support related to the account closure request? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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5 months ago
Dear player, I haven’t received any account closure requests from you. Could you please tell me what reason you gave when requesting the account to be closed?
Please also note that the player is responsible for the funds in their account until they are successfully withdrawn.
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5 months ago
TranslationI clearly informed the casino that I no longer wished to play and threatened to take legal action if they didn't comply. It's a kick in the ass for any player who gets scammed like this by a casino. This delaying tactic was unbelievable, and I won't accept that this casino gets away with this scam. I've written to support at least 40-50 times without any success.
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5 months ago
Dear player, I understand how frustrating and disappointing this experience must be, and I’m truly sorry to hear about the situation. However, as I mentioned earlier, players remain responsible for the funds in their accounts until a successful withdrawal is completed.
We step in and assist with recovering funds only in cases where a player has informed the casino about a gambling addiction or related issue, and the casino failed to act within a reasonable timeframe by not closing or restricting the account accordingly.
Based on the information you have provided so far, I regret to say that we cannot demand a refund of the lost funds, since the account remained open and the funds were voluntarily played. While your frustration is completely understandable, this unfortunately does not fall within the scope of cases where we can formally push for reimbursement.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
