Spinbara Casino - Player claims that payment has been delayed.

Hello. I'm having a problem with my withdrawal. I've been waiting for it for four days now. Previously, they would take me 24 hours to receive my withdrawals because I was a 4-level VIP, but now I'm down to 1 level. I don't understand why they didn't explain why my level dropped. I deposited every day, but my withdrawals were lower than my deposits. I don't think this is fair. I play at this casino regularly, but they demoted me. Can you help me with this?

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Dear Sergejs15,

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

Hello. I don't need to be certified because I've made withdrawals many times before. But I'm not concerned about this issue. On what basis did they lower my VIP level? Does the casino have the right to increase withdrawal times based on my level if they lower my level?

Dear Sergejs15,

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.

Hello. I received the funds. But I don't understand why my VIP player level was downgraded?

Thank you for your update and for your patience throughout this process.

I’m glad to hear that your withdrawal has been successfully received.

Regarding your VIP level, please understand that VIP programs are internal systems managed entirely by each casino. This means the casino can adjust, upgrade, or downgrade VIP levels based on their own criteria, and unfortunately, we are not able to influence or restore these levels on your behalf.

Since your withdrawal has been completed, we will now proceed with closing this complaint.

Thank you for your understanding. If you encounter any issues in the future, please don’t hesitate to contact us again.

Karla