The player from Germany experienced a delay in withdrawing €2500 from his winnings, which he had requested two weeks earlier. While the initial €2000 was paid promptly, the remaining amount exceeded the 14-day waiting period. We asked for clarification about his last successful withdrawal, KYC status, and bonus use, and he confirmed that no KYC was required and no bonus was active. The complaint was then marked as resolved by the player confirming that the outstanding withdrawals had been processed.
Spinbara Casino - Player faces a delayed withdrawal request.
Resolved
Our verdict
Case closed
Amount: €2,500
Spinbara Casino
Safety Index 8.3 HighCase summary
Discussion
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3 weeks ago
Translation
Dear Casino Guru Team,
I've been waiting for my payout for several days now.
The winnings amounted to €4500. The first €2000 were paid promptly, but unfortunately the remaining €2500 has already exceeded the 14-day waiting period.
I would appreciate your support.
Automatic translation:
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3 weeks 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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3 weeks ago
Dear Isii_i,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
- Can you confirm that your KYC verification was completed?
- Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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3 weeks ago
TranslationHello Kristina,
No, KYC was not required.
The last 4 payouts were made/requested on:
03.08. / 04.08. / 05.08. / 13.08.
The withdrawals from August 3rd, 4th, and 5th took place on August 13th. The payment request from August 13th was processed on August 14th.
Currently, €1,000 is outstanding, plus 3 payouts of €500 each from August 13th, 14th, and 15th.
I never play with bonuses 🙂
Automatic translation:
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Isii_i,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
