Spinbara Casino - Player’s account verification is delayed.

I've been trying to get my account verified for months.

I can't make withdrawals.

They are asking me for more and more documents and I have sent them all correctly.

Now they're asking me for details of a card that isn't mine.

From the chat they don't want to help me and from support@spinbara They don't answer me.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which payment methods you have used for depositing money into this casino?
• Do you recognize the number of the card you are requested to verify?
• How many deposits have you made into this casino so far?
• When was the last time you submitted an identity document to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

I have always used my credit card ending in ***1935 to make deposits.

I have only had two withdrawals, which have been by bank transfer.

I don't know the card number they're asking for and it's not mine.

I have been submitting my documents for over a month:

DNI

Selfie

Bank statements

Card statements

And the photo of my card

Everything is already sent

Since October 4th I have been waiting for a solution to my problem.

They ask me for a photo of a credit card that IS NOT MINE.

I have already submitted all the documents for KYC, including the photo of my bank card with which I made my deposits.

They are robbing me

How many deposits have you made into this casino? Could you please send me a screenshot of your deposit history?

Here are the deposits I have made.

All with my credit card

There have been 7 deposits in total, all with the same card, the last one being €222.

I've been waiting for months

Thank you very much, beruco-26, for providing all the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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.

Hello beruco-26,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also like to invite the Spinbara Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Is there an issue with the documents beruco-26 provided? We would also like to know the reasons why the casino is attempting to verify a payment method, that the player hasn't deposited with. Do you have any evidence of any links between the player and the payment method?

We are looking forward to your response.

They don't respond to my emails in support@spinbara

All I have left to do is file a police report.

They're not going to answer. I've been waiting a month for them to review my documents!!!

This is a robbery

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.

Have you asked them to respond to this casino?

My money has been stolen, what can I do now?

Hello beruco-26,

we have already contacted the casino representative who can hopefully give us more information about the matter. I understand your frustration, but all we can do now is wait.

Dear beruco-26,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear beruco-26,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Spinbara Casino Team.

Dear casino representative,

thank you for taking part in the resolution process. We will be awaiting your response.

Dear beruco-26,

To proceed with the review of your case, please upload your official transaction history for the card 4766 63•••• •••• 1935 covering the entire month of August.

The document must show all incoming and outgoing transactions, including any deposits made to us, if applicable.

Please ensure that:

The document is the original PDF issued directly by your bank (no screenshots or edited files).

All pages of the statement are included and clearly readable.

Thank you for your cooperation.

Kind Regards,

Spinbara Casino Team.

Dear casino representative,

thank you for getting involved in the mediation process.

Dear beruco-26,

can you send the requested information to the casino?

I went to my bank and I have already sent the original bank document that they issued to me.

They can't make any more excuses

Dear beruco-26,

thank you very much for providing the requested document. Just to doublecheck, can you confirm whether you have sent the document in the official PDF format?

Dear casino representative,

please update us as soon as you evaluate the document.

Yes, I sent it to Martin by mail.

It is original and issued by the bank; I went specifically for it.

Everything is legal and in PDF format.

I hope they verify me once and for all.

Dear beruco-26,

The document provided appears to be modified, and the documents submitted do not display both incoming and outgoing transactions for the requested timeframe.

Please provide an original document directly from the source that clearly shows all relevant transactions.

This will allow us to proceed with the review.

Thank you,

Spinbara Casino Team.

Gentlemen of spinbara, you are mistaken.

The document I sent you (Benito.pdf) is an original from my bank; I went specifically to my office on November 17th.

That's why I've sent you proof of the bank employee's email where you can download this document. Only I can do that.

My bank has created that official document for me, FROM MY CARD****1935 with the dates they ask for from August 1st to August 31st.

On the other hand, I inform you that the withdrawals have been made by bank transfer to my account, therefore you will NEVER see any incoming money on my credit card statement***1935.

For that purpose, I have also sent you my CaixaBank bank account history where you can see the two withdrawals received, in addition to a certificate of ownership issued by my bank which proves that I am the owner of that account.

Gentlemen of Posido, I am going to send you all this so that you can verify that everything is true and that Spinbara is lying.

I will file a lawsuit against this casino for fraud today.

Dear Casino representative,

thank you for your response. Please let us know more about your suspicions. In case you have any evidence confirming that the document had been altered, please send it to [email protected]

Dear beruco-26,

thank you very much for your continued cooperation. Could you please provide us with you bank statement as well?

Dear beruco-26,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further.

As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused.

Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Spinbara Casino Team.

Dear casino representative,

I understand everybody is busy, but I believe it is high-time to move this case forward.

The player has supplied all required KYC materials, including the official card statement for the requested period, their bank account statement, and proof of account ownership. At this stage, we kindly request the clear and specific evidence supporting your claim that the submitted documents were modified. Otherwise, we believe the verification process should continue without further delays.

We will be awaiting your message, thank you for your continued cooperation.

Dear Martin,

Thank you for bringing our attention to this matter.

Please note that we have sent you an email. When you have a moment, please review its contents and respond at your earliest convenience.

Thank you for your cooperation.

Kind regards,

Spinbara Casino Team.

Spinbara team, I don't understand why I haven't received that email. What are you playing at?

I'm calm because everything is legal and everyone here will see it.

I would also like to inform you that I have filed a complaint against your Casino with the Spanish police and the Consumer Affairs office.

Dear casino representative,

I unfortunately haven't received any mail from your side. Please send it again in case there are some technical issues. My email address is [email protected].

Dear Martin,

Please be informed that we have sent you another email. When you have a moment, kindly review the details and get back to us at your earliest convenience.

Thank you for your cooperation.

Kind regards,

Spinbara Casino Team.

Dear beruco26,

thank you for your continued cooperation, I have received your messages.

Dear casino representative,

I have issued a response to your email.

Dear Martin,

We have sent you another email with further explanation.

We are looking forward for your update.

Spinbara Casino team.

Dear casino representative,

thank you for your cooperation, I have sent a response to your latest email.

Dear beruco-26,

to update you in the process, we are currently discussing an issue regarding the metadata of your document. Just to doublecheck, have you sent me the PDF in the same form you downloaded it from your application/received it from your bank? Are you absolutely sure you have not changed its name or anything else?

I haven't changed or touched anything.

Why do I have to do it?

What's the point of doing it?

That's exactly how the bank sent it to me.

Dear beruco-26,

thank you for your swift response. We will be waiting for the casino's reply.

Dear all,

We are currently double-checking the details with the relevant department so they can review the matter further. As soon as there is an update, we will notify immediately.

We sincerely apologize for any inconvenience caused. Please rest assured that we are doing our utmost to resolve this as quickly as possible.

Best regards,

Spinbara Casino Team.

This is clearly an offense against the customers.

They are clearly stealing from me; they have had my account blocked on withdrawals for 5 months.

They don't want to verify my account.

They have already been reported to the Spanish police and I hope they will be prevented from working here.

Dear parties,

thank you both for your cooperation. We will be awaiting the casino's response.

Dear beruco-26,

We kindly ask that you provide us with the transaction history for your card (476663******1935), showing all transactions made during the month of August, including the deposit made to us.

Please ensure that the document clearly displays the transaction dates, amounts, and card number (with only the last four digits visible).

Thank you for your cooperation.

Kind regards,

Spinbara Casino Team.

Again?

I've already sent it to you 50 times, I'll send it to you again.

GuruCasino management, I hope you blacklist this casino once and for all. As you can see, this is a joke.

Dear casino representative,

this case has now been opened for several months. The player has repeatedly supplied the requested PDF card statement for the period.

A repeated request is not going to move this case forward. Therefore, I would like to ask you to provide exact evidence showing how the card statement was modified or confirm that document is accepted and proceed with the account verification without further delay.

Gentlemen of GuruCasino.

You yourselves are seeing the scam that Spinbara is pulling on me.

They have already filed a complaint with the Spanish police; I ask that they proceed immediately by putting this casino on the blacklist.

Thank you

Dear beruco-26,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Spinbara Casino Team.

Dear beruco-26,

Thank you for your patience. The team is currently reviewing the details, and we still need a bit more time to ensure we’ve thoroughly checked everything before providing a final response. We want to make sure the information we share is accurate and complete.

We appreciate your patience and will post another update as soon as we have more clarity.

Best regards,

Spinbara Casino Team.

How many times are you going to repeat the same message?

Dear casino representative,

we will be awaiting you response.

Dear beruco-26,

 

We are pleased to inform you that your account is now verified.

 

If you have any additional questions, don't hesitate to contact us.

Kind Regards,

Spinbara Casino Team.

Dear casino representative,

thank you for the update.

Dear beruco-26,

can you please confirm your verification status? Are you able to withdraw your funds?

I finally have my account verified.

I've had to wait 4 months!

With my money withheld and after having submitted all the documents correctly.

I hope GuruCasino lowers this casino's rating.

Thank you

Dear beruco-26,

thank you very much for your response. Please let us know when the funds arrive in your account, we will then be able to close this complaint.

It's here.

Dear beruco-26,

I am glad to hear that your issue has been, for the most part, resolved. However, I also fully understand your dissatisfaction with the whole situation. Longer delays are always unwelcome and very frustrating.

However, I'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation and I hope you won't have to message the Complaint Resolution Center again. However, if an issue arises, we are here to help!

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru