The player from Germany had been waiting for a €500 withdrawal since November 13, which remained unprocessed, while a separate €376 withdrawal was delayed but eventually received. After being asked to verify his identity on November 26, he submitted the necessary documents, including his identity card, bank statements, credit card photos, and a selfie, but the verification and withdrawal were delayed for over a month despite multiple inquiries and additional document requests. The casino eventually processed the verification and released the winnings after Casino Guru's intervention and ongoing communication with both the player and the casino. The complaint was resolved with the player receiving his funds.
Spinbara Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
Spinbara Casino
Safety Index 8.3 HighCase summary
Discussion
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7 months ago
Translation
I requested two withdrawals. On November 13, 2025, I requested a withdrawal of €500. On November 14, 2025, I requested €376. I received the €376 withdrawal late, on November 19, 2025. The withdrawal from November 13, 2025, has not yet been processed. On November 26, 2025, I was asked to verify my identity. I uploaded all the required documents, but this has also not been processed. Despite multiple contacts with support, which only provided standard, copy-and-pasted answers, my €500 withdrawal is still not processed.
Therefore, I am asking for help here.
Best regards
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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 Twista11,
Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.
Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.
To better understand your situation and move the process forward, could you please provide the following details:
- Could you please advise which documents you have already provided and when exactly you sent the last one?
- Do I understand correctly that you have uploaded your documents via your casino account?
I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.
Best regards,
Kristina
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7 months ago
TranslationHello Kristina and thank you so much for your help.
I submitted the following documents on November 27, 2025:
Identity card front and back.
Bank statement for both transfers.
Photo of the credit card, front and back
A selfie of me with my ID card and the open Spinbara Casino website in the background.
I would also like to add that the second withdrawal request, for €376, was processed without KYC verification. However, the first withdrawal, for €500, is still being processed.
The withdrawal page now also states that my account is blocked for withdrawals. I haven't done anything wrong and assume this is only done in the hope that I'll continue playing and lose the payout.
P.S. The verification process states a maximum of 24 hours. However, it's already been 4 days.
Edited
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6 months ago
Thank you very much for your reply. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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6 months ago
Hi Kristina, unfortunately I never downloaded a screenshot or the chat. I've only ever received copy-and-pasted answers. No one ever told me the real reason.I've contacted support at least 10 times, but it's always the same. I just contacted support again and requested a chat transcript, which I'll send you shortly.The answers were the same as the 10 times before. Thank you for your work and best regards
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6 months ago
Dear Twista11,
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, Samuel (samuel.s@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,
Kristina
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6 months ago
Dear Twista11,
It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.
If there are any updates or new details since your last message, please share them with me.
As part of our standard procedure, I’m also inviting a representative from Spinbara Casino to join this conversation. Their input should help us move the case forward more efficiently.
Dear Spinbara Casino,
Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.
Thank you for your cooperation and a timely response.
Best regards,
Samuel
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6 months ago
TranslationHi Samuel, and thank you for your support. Unfortunately, nothing has changed. Neither the verification nor my payout has been processed yet.
I've given up trying to contact support; they only give standard copy and paste answers, and they assure me every time that it will be forwarded to the responsible authority with priority.
But absolutely nothing has happened for almost a month.
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6 months ago
TranslationI have an update. I logged into the casino this morning to check if anything had changed. There was a new verification request from the casino on their website. They're asking for my bank statement from October 15th to November 15th.
And that includes the entire document with all payments. I find that extremely excessive and a blatant disregard for data privacy. Nevertheless, I uploaded the requested file. According to the website, verification takes one day. But my last verification took almost two weeks.
Best regards
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6 months ago
Dear Twista11,
Thank you for the update. I completely understand your situation and appreciate you keeping me informed. Please let me know how things progress with the verification, and we’ll take it from there.
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6 months ago
Dear Twista11,
Thank you uploading the documents.
We acknowledge your request and assure you that it is not our intention to keep you waiting. However, in order to ensure compliance with all necessary protocols, we are also awaiting an update from the appropriate team.
We will make every effort to assist you in your current situation and will provide you with an update at the earliest opportunity.
We sincerely appreciate your patience, understanding, and cooperation. Thank you very much.
Kind regards,
Spinbara Casino team.
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6 months ago
TranslationIt's already been more than a month. You're definitely not doing everything you can.
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6 months ago
Dear Twista11 and Spinbara Casino,
Spinbara Casino, thank you for your update and for actively working on the verification process. I appreciate your efforts and cooperation.
Twista11, I understand your frustration with the delay and I’m monitoring the situation closely. Please continue to keep me informed about any updates from the casino, and I kindly ask that all messages remain polite and constructive so we can resolve this as efficiently as possible.
Thank you both for your cooperation.
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6 months ago
TranslationI received my money today. Thanks to the Casinoguru team for your support and finally, thanks to Spinbara for processing my winnings.
Have a nice day!
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6 months ago
Dear Twista11,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,
Samuel
Casino Guru
