Spinbara Casino - Player’s withdrawal has been delayed.

I made a profit of €5053.41 by requesting the first withdrawal of €1500, the maximum withdrawal amount. I then requested another withdrawal within the established timeframe, but the casino canceled it with an email notification without any justification. I had to request a new withdrawal, which they also canceled. The next day, I found my account blocked for review of documents I had already submitted. These documents are still unverified, and I am unable to collect the first withdrawal, which was about to be processed and is also blocked. Five days have passed since I submitted the documentation, and I am still waiting for a response from them. support@spinbara.com without receiving a response from them to various emails sent to that department.

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Dear Patri180391,

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

Thank you for contacting me, but I have to say they just keep stalling the document review without giving any explanation; it's always the same answer from them. My account still hasn't been verified after a week, and I still can't withdraw my money. I keep asking, and it's always the same response from them.

Hi Karla, my account still hasn't been verified since January 28th. To this day, they've only verified my ID, and I'm still waiting for them to verify the bank ownership certificate. I've tried sending it a thousand different ways: with the bank's stamp, downloaded from my bank's app, emailed it to support, sent it to the VIP manager, and sent it through the app. Nothing has worked. The VIP manager, Iker, just told me he received the documentation, that it was fine because it had the bank's stamp, and that he would personally take care of resolving it that same day. Of course, that's a lie, and my withdrawals are still blocked. I can't withdraw the €3,553 I still have, and nobody is telling me anything.

Hi Karla, my complaint time has just ended. What's the next thing I need to do?

Dear Patri180391,

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.

Hi Karla, good afternoon. I wanted to let you know that the €1,500 refund that was being processed has been deposited into my account, but it's still blocked pending document review. They started requesting documents on January 28th, and every day it's a different document, which I send immediately to avoid delays. I still have €3,553 blocked due to this supposed review, and there's no way this will end. I've sent countless documents, and nothing is happening. I don't know what to do anymore.

I'm sending you all the emails with the documentation they requested on different days so they can continue this process as much as possible.

If you want, I can send you all the documentation I've sent by email and uploaded through the application, but there's no way to get it done, it's all just excuses and problems.

This is what they asked me for again last night: more documentation, some of which I had already sent weeks ago.

We're back to square one; they keep asking me for the same document over and over again, even though the VIP manager told me in an email that the document was correct. There's no way to end this, I'm going to resend the document even though it's going to be for nothing

Hi Karla, I wanted to let you know that last night they asked me again for the same documents I've already sent several times. They keep asking for the same thing over and over, and I've tried sending it a million different ways, but nothing works. I even emailed it to the VIP manager so he could forward it, but they're still useless. It's really frustrating dealing with them.

Hi Karla, well, look, last night they asked me again for the same documentation that I had already sent several times. I don't know how to send the document anymore; there are no other ways to send it, and it's always the same thing.

This is boring.

Dear Patri180391,

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, Barborka (barbora.p@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,

Karla Mayfly

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

Dear Patri180391,

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,

Barbora