The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The issue was resolved after the player confirmed that his withdrawal had been successfully received. The Complaints Team intervened after the recommended waiting period, ensuring that the necessary verifications were completed and the withdrawal approved. The complaint was marked as 'Resolved' in the system.
Spinbara Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €500
Spinbara Casino
Safety Index 8.3 HighCase summary
Discussion
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7 months ago
Translation
Hi,
Since there were problems with my bank during my last withdrawal, I've now used a new deposit method (Skrill). After depositing around €300, I had won €500. I wanted to withdraw this amount on November 13th using Skrill (the same method I used for the deposit). Since then, two withdrawal requests have been canceled without any explanation. In the live chat, I was told I needed to verify my account, but this is still not possible or necessary in my account. Then I contacted support via email. Everything else has been a complete disaster. It always takes two days for a response. I'm constantly assured that the request has been forwarded to the correct department and that a manual withdrawal is being processed. When I inquired about the status today, I was told that they currently have no withdrawal request from me. With a manual withdrawal, the casino submits the request themselves, as was the case with my last withdrawal via bank transfer. It's utter chaos. In another email, I was told to try Skrill as a withdrawal method, which I've already done twice, and both times it was rejected. So no matter where I ask, everyone says something different, and nobody knows what anyone else is doing. I need help with this fraudulent practice.
Thank you in advance for your help!
Greetings *****
Edited by a Casino Guru admin
Automatic translation:
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7 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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7 months ago
Dear Kellninho,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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7 months ago
TranslationAs of Thursday, November 27th, it will already be 14 days - and nothing has been done yet.
Greetings
Automatic translation:
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7 months ago
Dear Kellninho,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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7 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 Kellninho,
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,
Attila
