Spinbara Casino - Player’s withdrawal has been delayed.

I played reload bonus for casino and won 2130 euros after wagering the bonus money. The withdraw was not possible. It did not work and the customer support said that there are some technical issues about withdraw. They promise to make the withdrawal manually. But nothing has happened in three weeks.. I have asked many times from chat but nothing happens.. I did not break any bonus rule. They are scamming me!

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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.

• Is there any pending withdrawal request currently in your casino account?
• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while your bonus was active?
• Have you passed the full KYC verification at this casino?
• Have you made any successful withdrawals from this casino before?

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

Hi, thank you for your answer. Here are my answers:

-I have not any withdrawals pending. The system did not accept any withdrawal request. That's why they told to make manual withdrawal by themselves, but have not made it..

-In second screenshot you can see the bonus I activated. It was 75% bonus for casino up to 150 euros. The bonus is non sticky and I won the this 2130 euros with my real money. So I did not even play with bonus money. I played The Dog House -game with real money.

-The casino did not ask the KYC. In first screenshot you can see what that account verify was not needed.

-I have not made any withdrawals from Spinbara before this case

Please forward me all the communication between you and the casino customer support regarding the technical issues with withdrawals at veronika.f@casino.guru. Kindly include all other evidence that could be relevant to the investigation of your complaint as well. Thank you for your cooperation.

Yes, I will sent!

Based on the screenshot you provided, it appears that not all of your deposited funds were wagered before you attempted to withdraw your winnings.

To help us better understand the situation, could you please clarify the following:

• How many deposits did you make into this casino in total?
• Did you make sure to complete all wagering requirements associated with your deposits or any active bonuses?
• Are you able to see the wagering progress anywhere in your casino account or player profile?

Hi, the 1x wager of deposit has done. We have checked it with customer service. I am sure about that. The system incorrectly was shown that 1x wager of deposit was not done. I have made 4 separate deposits into this casino in total. And there is not visible any wagering process meter. If u want, I can send you screenshots on my casino history so u can see that 1x wager has done.

Please forward me all the communication between you and the casino customer support regarding the problem with withdrawing your funds at veronika.f@casino.guru. These can be chat transcripts, screenshots, or emails. I appreciate your cooperation.

Dear jii.sonni,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru