Spinbara Casino - Player's withdrawal has been delayed and account verification is problematic.

Good evening, I made a withdrawal from spinbara on 24/09/2025, I haven't made many withdrawals from there, so it's not even close to 800 euros in total. When a withdrawal was requested, there was no requirement from the casino for verification. When I made the withdrawal from that moment on, my Golgotha ​​began. The next day, while I had 51 euros in my account, they locked my withdrawals and informed me after winning a crab free money that based on the central board, I am no longer entitled to a bonus. Immediately after that, the verification process began, which was not needed before. Since then, I have sent everything. Every time I upload a request, it takes them 2-3 days to process the documents and then they reject them and ask for the same or something else. Like for my selfie they first asked for me, then it says me and my ID, then they say no we want you and the account in the background, then they say no we want you your ID and the account in the background, they asked for papers from 3-6 months from the card paysafe my account IBAN, ownership of both accounts, then I didn't do it and they ask for the period 25/08 to 29/08 and that it is not processed, what processed pdf directly from the bank, I say fine I will send an e statement, I pay 7 euros to alpha bank to issue a certificate, I send it they say they want it until today October already, I send from 01/03/2025 to 07/2025, after 2 days they say no it is processed and we want for the whole of September and proof of account ownership, I had sent a pdf and they didn't do it, so I paid again and issued confirmation of account ownership details, I sent those too and I'm still waiting to see what else they will ask for,

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Do I understand correctly that you made deposits using 2 bank accounts? Do both accounts belong to you, and are in your name?
• Were any of the documents you provided approved by the casino? Which ones?
• Could you please share with me your recent communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Good morning and have a good week,

The two accounts are in my name, one is an alpha bank savings account and the other is paysafe,

They have accepted the paysafe account,

And my selfie photos,

Of course, all of this requires new things every time,

For selfies for example,

They asked me to show the entire face in clear lighting, I sent it, they didn't reject it, they just said we want another selfie with you and the account in the background,

They didn't reject that either, they just asked for a new selfie with me, the account in the background, and my photo in an unedited image. I made a note of all this, and it took 2-3 days for them to respond each time.

They ask for one for my account and one for the card that is on my account,

And every time the intervals are different, first they ask for 3-6 months of transactions, I uploaded it, then they say no processing in the file, here we are laughing because the files I will send you are directly downloaded from the bank where it appears without exaggeration and the skewers that I have ordered, then they tell me to send in August, then send 25/08 - 25/09 and I pay Alpha Bank 7 euros for the issuance of a transaction certificate for this period, I send it and they tell me no, send for September, at the same time they asked for an image or pdf of my account that shows the account and my details in a screenshot or pdf,

I sent them both but they didn't process them, they said no, I spoke to my bank again and they issued a certificate of account ownership with a 5 euro payment,

I've sent these since 10/10 and still nothing,

I would like to tell you that I have been playing online betting since the betoto era with Western Union deposit,

I have identified myself with every company that exists, I always play legally and with small amounts for fun and whatever comes out, I consider spinbara a good company and it saddens me that they are harassing me and cutting off my right to bonuses at their casino without me having done anything,

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinbara Casino representative to join this conversation.

Dear Spinbara Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear molon7,

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