The player from Italy had his account blocked and a withdrawal of €1194 cancelled without any communication from the casino despite having achieved VIP status. He sought assistance to recover his total balance. The player had not been asked for verification documents before, and his winnings had been accumulated without bonuses. After providing all requested payment information to the casino, the player received confirmation that his withdrawal request was being processed, but received no further updates. The complaint was marked as resolved after the player confirmed the issue had been settled.
Spinbara Casino - Player’s account has been closed and withdrawal cancelled.
Resolved
Our verdict
Case closed
Amount: €1,194
Spinbara Casino
Safety Index 8.3 HighCase summary
Discussion
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2 months ago
Translation
Hello, after playing at this casino for several weeks and even reaching VIP status, to my great surprise, today my requested withdrawal was cancelled and, without any communication from the casino, my account was also blocked.
I would like the casino to pay out my total balance of €1194 that I have accumulated playing slots on their site over the past few weeks.
I hope you can help me, thanks in advance
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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
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Could you please clarify when exactly your account was created?
- Had you completed verification before you lost access to the account?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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2 months ago
TranslationHi Kristina,
- I signed up to Spinbara on March 24th
- No, I have never been asked to upload documents and I have had withdrawals sent to me without any problems in the past.
- My winnings were accumulated without using bonuses
Thanks in advance
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2 months ago
Thank you very much for your reply, Spaffle. Have you tried contacting the casino regarding the blocked account? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.
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2 months ago
TranslationHi yes, there is an update.
The casino requested my details to withdraw the remaining balance on April 17th:
I responded on April 17th providing all the required payment information:
Support replied that they have taken care of the request and will let me know as soon as they have updates.
I have not had any further responses at this time.
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2 months ago
Dear Spaffle,
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, Mirka (miroslava.d@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,
Kristina
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2 months ago
TranslationToday the casino finally sent me the withdrawal.
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Spaffle,
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,
Mirka
