The player from Spain had requested a withdrawal of 300 euros, but after more than a week, his account was blocked without explanation, while 620 euros remained. He had submitted the required documentation on November 3rd but continued to receive repeated requests for the same documents, which led to delays in resolving the issue. The Complaints Team was unable to assist further due to a lack of expertise in evaluating disputes related to sports betting, and the complaint was subsequently closed.
Spinbara Casino - Player's account has been closed and funds are delayed.
Closed
Our verdict
Other
Amount: €620
Spinbara Casino
Safety Index:HighCase summary
Discussion
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1 week ago
Translation
On October 26th, I requested a withdrawal of 300 euros. After more than a week without receiving any updates, my account was blocked without explanation, with 620 euros remaining.
Once my account was blocked, I was asked to send the card used for the deposit and a selfie with my ID. All this documentation was sent on November 3rd, but I haven't received any response.
Days later I wrote to support again, and instead of offering a solution, they asked me for the same documentation again, even though I had already sent it. They even added my document to the request.
I have tried to resolve this problem directly with them, but it has been impossible as they take weeks to reply, or they ask me for the same documentation over and over again, prolonging the process for no reason.
To this day I still have no access to my account and have not received the withdrawal I requested months ago.
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1 week 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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1 week ago
Dear adricaleta,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- How long have you been a player at this casino, please?
- Do I understand correctly that you have not yet passed the KYC verification, please?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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1 week ago
Translation
Good morning Katarina,
I only placed sports bets. I received the €100 sports welcome bonus and converted it into real money after continuing to bet. As for verification, I've already sent them everything they previously requested.
And I've been at the casino for about 2 months.
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5 days ago
Dear adricaleta,
Thank you for the additional information and for your patience throughout the complaint process.
Please understand that if your account has been blocked and you only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.
This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.
We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.
We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.
Best regards,
Katarina
