The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The complaint was resolved after the casino processed multiple partial payments totaling several thousand euros, although the player had highlighted difficulties meeting the advertised monthly withdrawal limit due to payment delays and limits on the number of pending withdrawals. The Complaints Team intervened by urging the casino to adhere to the stated withdrawal limits and expedite processing. The player confirmed receipt of funds in stages, and once withdrawals were processed smoothly, the complaint was marked as resolved.
Spinbara Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €15,000
Spinbara Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
Translation
Hello CasinoGuru team,
I would like to file a complaint against the online casino Spinbara and request assistance in clarifying an outstanding payout.
Facts (brief and chronological):
– I only played with real money at Spinbara and did not use any bonuses.
– In December 2025 I made a larger profit.
– This winnings have been recognized by the casino, as evidenced by the fact that I have already received several successful payouts via bank transfer (totaling over €10,000, each with the status "completed").
– The currently remaining balance represents the remainder of the same recognized profit.
– On January 1st, 2nd and 3rd, 2026, I requested a payout of €500 each time (maximum number according to VIP/account limit).
Current status:
– All three payouts have remained unchanged in the "In Process" status since then.
– Today is the 12th day since the initial application.
– There was no rejection, no bonus discussion, and no request for further documents (KYC).
– The support team only refers generally to internal audits or a high number of payout requests.
Important additional information:
– I haven't played for several weeks and didn't continue playing during the waiting period either.
– My sole aim is the proper disbursement of the existing balance.
– I have deliberately refrained from escalation so far and shown patience, but now I consider the delay inappropriate.
My request:
I request CasinoGuru's assistance in resolving the issue with the casino and obtaining the payment of the outstanding amounts.
I can gladly provide screenshots of the payout status and of payouts that have already been completed.
Thank you for your support.
Kind regards
Ismail
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear Isii_i,
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 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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2 months ago
TranslationHello, I received my three outstanding payments today after 13 days. €13,500 is still owed.
I would like to leave the complaint open until everything has been paid out. Is that alright?
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2 months ago
Dear Isii_i,
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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2 months ago
TranslationHello Karla,
The three payments from January 1st to 3rd have been received.
However, €13,500 is still outstanding. I requested a payout again yesterday and again today.
Additionally, I would like to point out that under the current circumstances I am practically unable to reach the monthly withdrawal limit of €7,000 specified by the casino, as withdrawals are only made at intervals of approximately 14 days and a maximum of €1,500 (3 × €500) is processed per period.
Therefore, the case is not yet closed for me.
Thank you very much and best regards
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2 months ago
TranslationHello Karla,
On January 14th, 15th and 16th, I again requested a payment of €500 each day. These are currently still being processed.
I would like to request your assistance in ensuring a smoother payout process in the future. With the current processing times, it is practically impossible for me to reach the monthly payout limit of €7,000 communicated by the casino.
My wish is to conclude the matter in a planned manner and without further delays.
I would therefore be very grateful if you could bring the case back to the casino to clarify the further procedure.
Thank you so much for your help.
Kind regards
Isii_i
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2 months ago
Dear Isii_i,
Thank you for the update.
As you have confirmed that the casino continues processing and paying withdrawals in line with its stated limits, I will mark this complaint as resolved for now.
If the casino stops sending payments, significantly exceeds its usual processing timeframe, or fails to pay the remaining balance for a longer period of time, you are welcome to request a reopening of this complaint or submit a new complaint regarding the unpaid amount.
Please continue to monitor the payout process and keep records of all withdrawal requests and payments.
Kind regards,
Karla
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2 months ago
We’ve reopened this complaint at the request of Isii_i. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
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2 months ago
TranslationThank you so much! I'm glad to receive help, as Spinbara is obviously intentionally delaying payouts.
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1 month ago
TranslationQuick update. Day 14 and still NO payout!
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1 month ago
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I asked about this for the first time in the live chat today. Only standard phrases were given.
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1 month ago
TranslationBatch 2 payment has arrived. I'll contact you again in 14 days if I have to wait a long time again.
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1 month ago
Dear Isii_i,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martina, martina.b@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Karla Mayfly
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1 month ago
Dear Isii_i,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Spinbara Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawals have not been yet processed?
Thank you in advance for providing the information.
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1 month ago
TranslationHello Martina,
Update: The last three outstanding payments have been processed as previously mentioned.
Currently, three more payment requests are being processed.
My original point remains: Despite an advertised monthly payout limit of €7,000, only €1,500 has actually been paid out in January so far, as each tranche is only released after a longer processing time.
As a result, the monthly limit is practically unattainable.
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1 month ago
Dear Isii_i,
I understand your point! Thank you for bringing that up!
Dear Spinbara Casino,
I would like to kindly ask you that you adhere to your monthly withdrawal limit of €7,000. Thank you so much!
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1 month ago
Dear all,
Kindly note that based on our Terms and Conditions and on the player's level the withdrawal limit is 500 EUR per day and 7000 EUR per month.
We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:
6.13 At any time, a customer may have a maximum of 3 (three) pending withdrawals on the account.
Additionally, we would like to inform you that your recent withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.
Thank you for your patience and understanding.
Kind regards,
Spinbara Casino Team
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1 month ago
Dear Spinbara Casino Team,
The player is aware of these points. He kindly requests that the maximum withdrawal limit be honored. Additionally, I would greatly appreciate your assistance in ensuring that individual withdrawal requests are processed in a timely manner. Delays can make it challenging to meet the maximum withdrawal limit from your end. Thank you for your understanding and support.
Dear Isii_i,
please keep me updated about completing the withdrawals.
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1 month ago
TranslationHello Martina - Thank you very much.
I will provide an update as soon as the currently outstanding payouts are completed.
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1 month ago
TranslationHello Martina: Update: So far this month, €2,500 of the €7,000 has been paid out.
Currently, several (3) payment requests are still being processed.
I will inform you again as soon as the outstanding payments have been completed.
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1 month ago
Dear Isii_i,
Your withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.
Thank you for your patience and understanding.
Kind regards,
Spinbara Casino Team
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1 month ago
TranslationHello,
Update: €4,000 of the €7,000 monthly limit has been paid out so far. €1,500 arrived today.
Remaining balance due: €9,500
Currently, a new payout (€500) is pending.
Thanks
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1 month ago
Thank you both for the update!
Dear Isii_i, please keep me updated about your withdrawal processes. thank you very much in advance
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1 month ago
TranslationI'll do that, Martina! Thank you so much!
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1 month ago
TranslationQuick update:
3 outstanding payments
Monthly limit not yet met: still €4000 of €7000 paid out in February.
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1 month ago
Dear Spinbara Casino Team,
can you please let us know whether the monthly limit can be met? Thank you so much in advance.
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1 month ago
Dear all,
Your withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.
Once your funds have been processed, you are welcome to initiate another withdrawal.
Kind regards,
Spinbara Casino Team
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1 month ago
Dear Spinbara Casino,
I would like to kindly urge you to ensure that the withdrawal limits are adhered to. Your attention to this matter is greatly appreciated.
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3 weeks ago
Dear Spinbara Casino Team,
Thank you for the update.
I am hopeful that the payments will now be processed promptly and that the player will receive the remaining balance as soon as possible.
Thank you very much for your cooperation.
Dear Isii_i,
I kindly request that you keep me informed about the status of the withdrawal process. Thank you very much for your assistance.
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2 weeks ago
TranslationHello,
Update: €4,500 out of €7,000. Three payouts arrived today. I will update you as soon as the next payouts have been processed.
greetings
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1 week ago
Dear Isii_i,
Thank you very much for your confirmation and for using the Casino Guru Complaint Resolution Center. I’m very glad to hear that you have received your funds.
Since the withdrawals are now being processed smoothly, I will proceed to mark your complaint as resolved in our system.
Please do not hesitate to contact me if you experience any delays or issues with your withdrawals in April. Of course, you are also very welcome to reach out to us at any time in the future should you encounter any problems with this or any other casino.
We are always here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
