Spinbara Casino - Player’s account has been closed with delayed funds.

Since 9 December, I have been unable to log in to my account and they have not processed the withdrawal of my funds.

In early December, when I tried to log in to my account, a message appeared stating that the account was under review.

After speaking to customer support via live chat and sending screenshots, I received an email stating: 

"We are writing to inform you that, following an internal administrative decision, your account has been closed and you are no longer welcome to use our services.

 

Regarding your active balance, please be advised that the funds have been successfully forwarded to our financial team and are currently under review. We will provide a further update once this check is complete."

After that, I was asked to send the documents requested on the website, but I cannot log in due to their decision, so I sent them by email.

Since then, I have been waiting; the support team only apologises and states:

"Please rest assured that our relevant department is working to re-check your request; as soon as there is an update regarding the status of your document, you will be notified accordingly.

 

In the meantime, we kindly ask for your continued patience whilst we complete this process.

We value your time and genuinely appreciate your understanding as we work to finalise the verification process."

Almost five months have passed and I still haven’t received the money, and when I contact support, I’m simply told to continue waiting patiently.

Can you help me resolve this issue?

Translated with DeepL.com (free version)

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Dear victorvo,

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.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello,

Thanks for your help.

Answer to your questions:

Most of my bets were on sports

When my account was blocked with the message that it was under review, I was blocked at the same time at another site in the same group, as they send out identical emails (Mr Punter).

In the case of Spinbara, I had already withdrawn money in previous months without any issues.

After blocking access to my account, they asked for documents, which I sent, and after that they said nothing more (neither that everything was in order, nor that they needed anything else).

At Mr. Punter, they asked for the same things and, with the help of another entity that mediated the complaint, they paid out the amount I had in my account two weeks ago.

The money I gambled wasn’t from any bonus, but real money. I don’t have any active bonuses; all the money I have in the account is withdrawable, as stated on the website itself.

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hello Attila,

I've already sent you an email with the information you requested.

If you need any further information, please let me know.

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,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear victorvo,

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 account has been blocked?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We truly appreciate your patience.

We would like to inform you that ew are working on the request with the highest priority.

Once there is any update you will be informed immediately.

Best regards,

SpinBara Team

Dear Spinbara Casino Team,

I totally understand, however, it has been 2 weeks already.

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear all,

Thank you for your patience.

We would like to inform you that we are handling your request with the highest priority. Our team is actively working on it, and we will provide you with a full reply shortly.

As soon as we have an update, you will be notified immediately.

Best regards,

SpinBara Team

Dear Spinbara Casino Team,

Any information or update would be greatly appreciated at this point, even if only partial.

This case has unfortunately been taking a very long time, so any clarification that could help us move forward would be very helpful.

Thank you in advance.

Dear victorvo,

Thank you for the patience.

We would like to inform you that we have contacted you via email in order to request documents for the verification. Please check it when possible.

Best regards,

Spinbara Team

Thank you, Spinbara Casino, for the update!

Dear victorvo,

I would kindly ask you to submit the required documents to the casino and please let me know once this has been done.

Thank you very much in advance.

Hello, 

I've already sent the documents requested in the email Spinbara sent me, including:

Selfies, a copy of my ID card, and statements showing the requested transactions.

I hope that, finally, everything will move forward and be resolved.

Dear Spinbara Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the victorvo´s verification process.

Please let us know at your earliest convenience.