Spinbara Casino - Player's withdrawal is blocked after account verification delay.

Casino Name: Spinbara

Issue Type: Withdrawal blocked / Verification abuse

Amount involved: (€22,000 )

Account status: Under verification (over 4 months)

Complaint Description

I am submitting this complaint regarding Spinbara’s repeated and unjustified refusal to complete my account verification and process my withdrawal.

It has been more than 4 months since my withdrawal was frozen under the excuse of "verification". During this time, I have fully cooperated and submitted all requested documents multiple times.

Key facts:

Spinbara repeatedly asks for Proof of Address, even though I have already provided:

Original PDF bank statements issued directly by Novo Bank and Millennium Bank

Documents downloaded directly from official bank apps / emails

Address matches exactly with my casino account

I personally visited both banks. The banks confirmed clearly that:

These PDFs are original source documents

Banks do NOT issue any other format

The documents are NOT scanned or edited

Despite this, Spinbara keeps rejecting the same documents with generic replies like:

"Documents not acceptable"

"Scanned documents not allowed"

Without explaining what exactly is wrong

Skrill transaction history was already provided and later stopped being requested, meaning it is clearly accepted.

I have contacted support over 100 times via chat and sent 50+ emails.

Each agent gives a different answer. There is no consistency and no accountability.

My account was allowed to:

Deposit

Play

Lose and win money

Without any verification required

Only after I requested withdrawal, the account was suddenly locked under "verification".

Other licensed casinos (using Skrill) verified me within hours using the same documents.

Why this is unfair

Spinbara is:

Repeating the same request intentionally

Rejecting valid documents without explanation

Delaying payment indefinitely

Creating mental stress and financial hardship

This behavior strongly suggests deliberate obstruction of withdrawal, not genuine verification.

What I request via Casino Guru

Independent review of my submitted documents

Pressure on Spinbara to clearly explain rejections OR approve verification

Immediate processing of my withdrawal

I have acted honestly and transparently. I am only asking to receive my own money.

My original documents has been rejected by spinbara

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinbara Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Other than documents scanned using a scanner, have you provided photos of these documents and/or original PDFs received from your banks?
• Is your player's account currently accessible to you?
• Could you please list which documents were acceptedby the casino and which weren't?
• Could you please share with me your recent communication with the casino regarding the issue? 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 very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you very much for your response and for taking the time to review my complaint. Please find below clear answers to your questions, along with additional important context.

---

1. Documents provided (scanned vs original)

Yes. Other than scanned documents, I have provided the following:

- Original PDF bank statements, downloaded directly from official bank applications (Novo Banco and Millennium BCP)

- Original PDFs received directly via official bank emails

- Financial Domicile / Address Certificate, issued by an official financial authority, provided in original PDF format

I personally visited both banks, and they confirmed that:

- These PDFs are the only official format they issue

- There is no alternative "non-scanned" or different version available

Despite this, Spinbara keeps rejecting them by stating "scanned documents are not accepted", without explaining what acceptable alternative exists.

---

2. Player account accessibility

Yes, my account is technically accessible, but it has been showing "Under Verification / Under Review" for more than 4 months.

Because of this:

- My withdrawal is completely frozen

- I cannot access or withdraw my funds

---

3. Documents accepted vs rejected

Accepted at earlier stages:

- Skrill payment method (deposit accepted)

- Skrill transaction history for September (submitted multiple times)

Repeatedly requested / rejected:

- Proof of Address

(even though I submitted:

  - Bank statements

  - Financial domicile certificate

  - Government/financial address documents)

Important point:

For weeks, Spinbara kept asking for Skrill transaction history, which I submitted more than 50 times.

Now, they have stopped asking for Skrill history, which suggests it is accepted — yet they continue looping on Proof of Address, even after submitting original, official documents.

---

4. Communication with the casino

I have extensive communication history with Spinbara, including:

- Dozens of emails

- Over 100 live chat conversations

Key issues in communication:

- Different agents provide contradictory explanations

  - Some say: "Documents are under review"

  - Others say: "Documents are rejected as scanned"

- Long periods of complete silence

- No clear explanation of what exactly is wrong with the documents

I will send you:

- Relevant emails

- Chat transcripts

- Screenshots

to tomas@casino.guru, as requested.

---

Additional important context

- One withdrawal was successfully paid earlier, proving my account is not fraudulent

- Only after winning further funds did my account enter endless verification

- Verification has now lasted over 4 months, which I believe is unreasonable and excessive

- The same documents are requested repeatedly, even after compliance

At this point, it feels less like standard KYC and more like unjustified obstruction of withdrawal.

---

Thank you again for your help. I truly hope that with your involvement, Spinbara will be required to either:

- Clearly explain what specific requirement is not being met, or

- Complete verification and release my funds without further delay

Please let me know if you need any additional clarification.

Kind regards,

Sanjeev ******

[excess rows removed by Casino.Guru admin]

Hello Sk.cse,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Subject

Verification completed by casino but payment still not processed – request for urgent intervention

Dear Casino Guru Team,

I am writing to update you on my ongoing complaint against Spinbara and to request your urgent assistance.

Spinbara has officially confirmed via email (from Adam – Spinbara Support) that my account verification has been successfully completed. In the same email, they requested my bank details in order to proceed with the payment of my balance amount. I have already provided all the requested bank information without delay.

Despite this:

My gaming balance / withdrawal has still not been credited

There is no clear payment timeline

I am receiving contradictory information from Spinbara’s live support (some agents say account closed, others say under review, while email confirms verification completed)

This situation is extremely concerning and stressful, especially since:

Verification is confirmed as completed

No fraud or breach of terms has been communicated to me

The casino has already initiated the payment process by requesting bank details

At this stage, I kindly request Casino Guru to:

Intervene and contact Spinbara directly,

Ask them to provide a clear payment timeline, and

Ensure that my verified gaming balance is paid in full, as per fair casino practices.

I am attaching / can provide the verification confirmation email as evidence if required.

Thank you for your continued support. I sincerely hope this matter can now be resolved fairly and without further unnecessary delay.

Kind regards,

Sanjeev ****

Registered email: [removed by Casino.Guru admin]

please consider

Thanks for the information provided and for sharing updates here and via email.

Did you provide the bank information to the casino so they may process a payout to you?

Please let me know.

SubjectBank Details Provided – Verification Completed | Spinbara Case UpdateDear Team,Thank you for your message and for following up on my case.Yes, I have already provided all the requested bank information to Spinbara via email, exactly as instructed. I can also confirm that Spinbara has officially informed me by email that my account has been successfully verified and that my bank details have been forwarded to their relevant (finance) department to proceed with my balance amount.At this stage, the verification process is complete, and no further documents have been requested from my side. However, despite this confirmation, my account still shows as under review, and I have not yet received a clear timeline for when the payout will be processed.Given the long delay and the conflicting information previously provided by different support agents, I kindly request your assistance in ensuring that Spinbara proceeds with the payout of my full balance as confirmed.Please let me know if you need any additional information or screenshots from my side.Thank you for your continued support.Kind regards,Sanjeev Kumar

Subject

No update or payment received after verification – request for assistance

Dear Tomas,

Thank you for your continued support.

I would like to inform you that although Spinbara has confirmed my account verification and requested my bank details (which I provided), I have not received any further update or payment so far.

The casino informed me that my bank details were forwarded to their relevant department to proceed with my balance amount, however several business days have now passed without any status update, timeline, or confirmation of payment.

At this stage, I kindly request your assistance to follow up with the casino and ask them to provide a clear update or estimated timeframe for the payout, as all required steps from my side have been fully completed.

Thank you for your help and understanding. I look forward to your response.

Kind regards,

Sanjeev ****

Subject

Request for immediate action against Spinbara – 5 months delay and complete silence

Dear Casino Guru Team,

I am writing to urgently request your active intervention in my complaint against Spinbara Casino, as the situation has now become extremely concerning.

This case has been ongoing for over 5 months. After prolonged delays:

My account verification was finally completed

Spinbara officially requested my bank details for payout

I provided all requested information promptly

Despite completing all requirements, I have received no payment, no clear update, and no timeline. Since then, Spinbara has gone completely silent, even after multiple follow-ups. There is no written decision, no explanation, and no transparency.

At this point, it feels like Spinbara is deliberately delaying and avoiding responsibility, while keeping my verified balance unresolved. This prolonged silence after verification and bank detail submission is highly unprofessional and unfair.

I kindly but firmly request Casino Guru to:

Actively contact Spinbara on my behalf

Demand a clear written resolution (payment or justified denial with T&C clause)

Prevent further delay tactics in this case

I have cooperated fully for months and am only asking for a fair and transparent outcome. Your assistance at this stage is extremely important to resolve this matter.

Thank you for your time and support. I sincerely hope for your help in bringing this case to a conclusion.

Kind regards,

Sanjeev ****

"It has been over 5 months since verification started. Verification is now complete, bank details were provided, yet Spinbara is silent and gives contradictory information (live chat says account closed, email says payout processing). Kindly escalate this as unreasonable delay and request a written final decision from the casino."

Dear Sk.cse,

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,

Tomas

Dear Sk.cse,

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 the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Subject

Verification completed & bank details submitted – clarification on withdrawal delay

Dear Samuel,

Thank you for taking over my case.

I would like to clearly confirm that my account verification has already been completed and acknowledged by Spinbara in writing. Below are the exact emails I received from Spinbara, which I had also shared earlier during the initial stage of my complaint.

Email dated 31 January 2026 (from Adam – Spinbara)

Spinbara confirmed in writing that my account was successfully verified and requested my full bank details (IBAN, SWIFT/BIC, bank name, etc.) in order to process my balance amount.

Email dated 4 February 2026 (from Adam – Spinbara)

Spinbara confirmed that all my bank details were forwarded to the relevant department to proceed with my balance amount.

Email dated 10 February 2026 (from Adam – Spinbara)

Spinbara again confirmed that the matter was being checked on a priority basis and that they were awaiting an update from the relevant department regarding my request.

Despite these confirmations:

My verification is complete

My bank details were submitted and forwarded

More than 13 days have passed since bank details submission

I have still not received any withdrawal, payment timeline, or clear explanation. At the same time, live chat has given contradictory statements such as "account closed" and "balance voided," which directly contradict the written emails from Spinbara.

I am therefore requesting Spinbara to clearly explain:

Why the withdrawal has not been processed despite verification completion

On what basis the account is being referred to as "closed" after verification approval

Why contradictory information is being provided to the player

Please let me know if any further clarification or documents are required from my side. I am fully cooperating and seeking a transparent and fair resolution.

Kind regarda

Sanjeev Kumar

Hello everyone,

thank you, Sk.cse, for the detailed information and clarification.

At this point, I am waiting for an official statement from Spinbara Casino addressing the points raised and explaining the current status of the withdrawal.

I will keep monitoring the case and update the thread once the casino responds.

Subject

Thank You for Your Support – Ongoing Withdrawal Delay Causing Severe Distress

Dear Tomas,

Dear Samuel,

Thank you very much for your continued support and for handling my complaint with care. I truly appreciate the time and effort you have both dedicated to reviewing my case.

I would like to respectfully add some important context regarding the impact this prolonged situation is having on me. While I understand that investigations take time, this matter has now been ongoing for several months, and the lack of clear communication or resolution from Spinbara Casino has caused me significant stress, frustration, and emotional distress.

To clarify once again for accuracy:

My account verification was fully completed and confirmed by Spinbara Casino via email.

After verification, one withdrawal of €450 was successfully processed and paid.

All requested documents and bank details were submitted long ago, and there are no pending requirements from my side.

Despite this, my remaining withdrawal is still unpaid, with no clear reason or timeline provided. The continued uncertainty, repeated delays, and absence of a definitive response from the casino have left me feeling extremely anxious and mentally exhausted, as this is a substantial amount for me.

I am respectfully requesting your assistance in obtaining a clear and official response from Spinbara Casino regarding:

Why the withdrawal is still delayed despite completed verification

The exact current status of my remaining payment

A realistic and final timeline for when the withdrawal will be processed

I want to emphasize that I am only asking for a fair and lawful resolution. This prolonged delay without explanation is deeply discouraging and has significantly affected my peace of mind. I trust Casino Guru’s process and sincerely hope that, with your support, this matter can finally be resolved soon.

Thank you once again for your understanding and continued assistance. I look forward to your response.

Kind regards,

Sanjeev K****

Subject

Follow-up on verified withdrawal – prolonged delay & request for clarity

Dear Samuel,

Thank you for taking over my case and for your continued efforts in communicating with Spinbara Casino. I genuinely appreciate the support provided by Casino Guru so far.

I would like to clarify an important point regarding my situation. My account verification was completed on 31 January, which was confirmed by Spinbara via email. Subsequently, my bank details were requested and submitted successfully. I have also already received one withdrawal of €450, which clearly confirms that my account is verified and eligible for payouts.

Despite this, my remaining balance withdrawal has now been delayed for several weeks without any clear explanation or concrete timeline. Repeated responses such as "we are checking the matter" provide no clarity and have become increasingly concerning, especially after more than five months of delays related to verification in total.

At this stage, as verification has already been completed, I respectfully request the following:

A clear and official statement from Spinbara explaining the exact reason for the ongoing delay, and

A realistic and specific timeframe for when my remaining withdrawal will be processed.

I would also like to express that this prolonged uncertainty has caused me significant stress and mental distress. I have complied with all requirements in good faith and have not violated any terms or conditions. I am simply requesting a fair, transparent, and timely resolution of my withdrawal.

Thank you once again for your time and assistance. I sincerely hope that, with your involvement, this matter can be resolved properly and without further unnecessary delay.

Kind regards,

Sanjeev K****

Dear Sk.cse,

We regret to learn about your situation.   

We would like to inform you that we are currently investigating this matter in response to your concerns. 

We will make every effort to assist you with your request as expediently as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,   

Spinbara Casino team.

Subject

Request for clarification on ongoing investigation after verification completion

Dear Spinbara Casino Team,

Thank you for your response.

However, I would like to request clear clarification, as the current situation is very confusing and concerning.

My account verification was completed after almost 5 months, and this was officially confirmed by your team via email. Following that, Adam from Spinbara contacted me and requested my bank details, which I provided immediately. This was done more than 3 weeks ago.

Given that:

Verification is already completed,

Bank details were officially requested and accepted,

One withdrawal (€450) has already been successfully processed in my skrill account

I kindly ask you to clarify what exactly is still under investigation at this stage.

Please understand my concern:

If the matter has been under "investigation" for more than 5 months already, I respectfully request a specific explanation of the issue and a clear timeline for when the remaining withdrawal will be processed.

At this point, a general statement is no longer sufficient. I am requesting a transparent and concrete update regarding:

The exact reason for the continued delay, and

The expected date or timeframe for payment.

Thank you for your attention. I look forward to a clear and prompt response.

Kind regards,

Sanjeev K****

Hello everyone,

thank you, Spinbara Casino, for the update regarding the ongoing investigation. I appreciate your efforts to look into this matter.

Sk.cse, thank you for your detailed follow-up and for explaining the situation so clearly. I will continue to monitor this case closely and will update the thread once we receive a specific response from Spinbara regarding the exact reason for the delay and the expected timeline for your remaining withdrawal.

Dear Sk.cse,

Firstly, we would like to offer our most sincere and humble apologies for any inconvenience that may have caused. 

We kindly ask for your continued patience. It is not our intention to keep you waiting. We await an update from the relevant department regarding your request. 

Please be assured that we are working to ensure compliance with all necessary protocols. We are making every effort to resolve this matter as earliest as possible.

We sincerely appreciate your patience during this time. Thank you for your understanding. 

Kind regards,

Spinbara Casino team.

Subject

Urgent: Withdrawal delay beyond stated 3–5 days policy – Skrill payments – verification completed months ago

Dear Spinbara Casino Team,

Thank you for your recent response.

However, I must now clearly state that the situation has gone far beyond what can be considered reasonable or acceptable.

According to Spinbara’s own website, withdrawals are processed within 3–5 business days after verification.

In my case:

My verification process alone took more than 5 months

Verification is now fully completed

My bank / payment details were officially requested and submitted

All my deposits were made via Skrill

I have already received one successful Skrill withdrawal of €450, which clearly proves:

My account is verified

Skrill withdrawals are approved and functional

Despite this:

It has now been over 1 month since my pending withdrawal

No payment has been processed

No concrete reason has been given

No specific "protocol" or rule violation has been identified

I keep receiving the same generic replies I already received back on 14 January

If verification is complete and Skrill withdrawals have already been processed successfully in the past, then there is no logical or contractual reason for continued investigation without explanation.

At this point, I formally request:

Written clarification of the exact reason for withholding my payment

(including the specific Terms & Conditions clause, if any)

Confirmation of whether my withdrawal is approved or intentionally delayed

A clear and final payment date or processing timeframe

Immediate confirmation if no further action is required from my side

Please understand that continued delays without transparency create the impression of unfair practice. Waiting months after verification, while your website states 3–5 business days, is a serious contradiction.

All relevant proofs and correspondence are attached again for your careful review.

I expect a clear and decisive response, not a generic one, within the next few working days.

Kind regards,

Sanjeev K****

Hello Samuel

I would like to add an important update for transparency.

Spinbara Casino has been sending me the same template response since 14 January, stating that my case is "under investigation", without providing:

- any specific reason for the delay,

- any cited Terms & Conditions clause,

- or any payment timeline.

Important facts:

- My verification was completed more than 5 months ago.

- My payment method (Skrill) was requested and confirmed.

- I already received one successful withdrawal of €450 via Skrill.

- All deposits were made via Skrill.

- My account is now closed for "security reasons", but no violation has ever been explained.

Despite full cooperation, no payment has been processed for over a month after verification completion.

I am requesting:

1) A clear written reason for withholding my funds with exact T&C reference, or

2) Immediate processing of my remaining withdrawal.

Thank you.

Sanjeev k****

Hello everyone,

thank you both for the recent updates.

Sk.cse, first of all, I want to acknowledge your frustration and reassure you that I understand why this situation feels unfair and stressful, especially given the length of time involved and the information you have shared. I will continue to follow this case closely.

Spinbara Casino Team, thank you for your responses so far. However, after reviewing the player’s detailed statement, I kindly ask if you could either comment directly on the points raised by the player or consult the relevant department to provide a clearer explanation of what is causing the ongoing delay. As a case resolver, my role is to facilitate transparent communication, and in this situation, if the player’s understanding is correct, the lack of concrete information understandably feels unfair from their perspective.

I believe it would be beneficial for all parties if the player could be informed, in clear terms, what the specific issue is (or was), or what exactly is still being reviewed, and whether there is an expected timeline for resolving the remaining withdrawal. Even a brief but concrete clarification would likely help ease concerns and improve the player’s view of how this matter is being handled.

Thank you in advance for your cooperation and for taking the time to look into this further. I will await your response.

Dear Samuel,

Thank you for your follow-up and for continuing to monitor this case.

I will wait for Spinbara’s concrete response within the next few days, as suggested. I appreciate your efforts to obtain a clear explanation and timeline from the casino.

Kind regards,

Sanjeev K****

Dear Spinbara Casino Team,

I am writing this email as a formal complaint regarding the prolonged delay, lack of transparency, and the severe mental stress and harassment I have experienced due to your handling of my withdrawal.

It has now been over five months since my account verification process began. After repeated requests, all required documents, including my bank and Skrill details, were finally requested and provided. I was explicitly informed that the verification was completed. Despite this, no payment has been processed, and I am still receiving only generic responses about an "ongoing investigation" with no clear reason, no explanation, and no timeline.

Your website clearly states that withdrawals are processed within 3–5 working days after verification. In my case:

- Verification itself took more than 5 months

- Payment has been pending for over 2 additional month

- My account is under review / closed, meaning I cannot play or access my funds

- I have not been informed of any rule violation, nor have I received any evidence or clause explaining this delay

All my deposits were made via Skrill, and I have already successfully received one withdrawal through Skrill in the past, which confirms that the payment method is fully verified and valid. Therefore, there is no technical or compliance-based justification for withholding my remaining balance.

At this stage, the continued silence, repetitive template replies, and refusal to provide concrete information have caused me serious mental distress, frustration, and financial pressure. This situation no longer feels like a routine review — it feels like unfair treatment and mental harassment of a player who has fully complied with all requirements.

I hereby request:

1. A clear written explanation of what exactly is still being "investigated"

2. The specific rule or protocol, if any, that I am allegedly subject to

3. A definite timeline for when my remaining withdrawal will be paid

4. Immediate release of my funds if no valid reason exists for further delay

Please understand that I have been patient for months. However, continued delays without transparency are unacceptable. If this matter is not resolved promptly with a clear and fair outcome, I will have no choice but to pursue further escalation through all available consumer protection and dispute resolution channels.

I sincerely hope you will finally address this matter responsibly and process my payment without further unnecessary delay.

Regards,

Sanjeev k****

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.

Dear Sk.cse,

We sincerely apologize for the delay in our response. Please be advised that our internal team requires additional time to finalize the necessary details before we can proceed with your request.

We anticipate providing a further update as soon as possible. Thank you for your continued patience and understanding.

Kind regards,

Spinbara Casino team.

Dear Spinbara Support Team,I am writing once again regarding my long-pending withdrawal request, which has now been delayed for more than six months.After waiting for nearly five months for account verification, I was officially informed that my verification had been completed and I was asked to provide my bank account details, which I submitted immediately as requested. My case was then forwarded to the relevant/finance department for payment processing.Since that time, I have continued to receive only generic responses stating that the matter is under "internal review" or that you are "awaiting updates from the relevant department." However, no clear explanation has been provided regarding what exactly is still pending.At this stage, I respectfully request a clear and transparent explanation:• If my verification has already been completed, what exactly is still being investigated?• If my bank details were already requested and submitted, why has the payment not been processed?• Which specific department is still reviewing this case and for what reason?I have carefully reviewed your Terms & Conditions multiple times, and I have not found any rule or protocol that would justify such an extraordinary delay after verification has already been completed.I have fully cooperated with every request from your side, submitted all required documents, and remained patient throughout this process. However, after more than six months of waiting, this situation has become extremely stressful and unacceptable.Therefore, I kindly but firmly request:1. A clear explanation for the ongoing delay.2. Confirmation of the current status of my payment.3. A specific timeframe for when my remaining withdrawal will finally be processed.Please understand that I am only asking for a fair resolution and the payment of funds that rightfully belong to me.I look forward to your prompt and transparent response.Kind regards,Sanjeev K****

Hello everyone,

thank you both for the recent updates.

Sk.cse, first of all, I want to acknowledge your frustration and reassure you that I understand why this situation feels unfair and stressful, especially given the length of time involved and the information you have shared. I will continue to follow this case closely.

Spinbara Casino Team, thank you for your responses so far. However, after reviewing the player’s detailed statement, I kindly ask if you could either comment directly on the points raised by the player or consult the relevant department to provide a clearer explanation of what is causing the ongoing delay. As a case resolver, my role is to facilitate transparent communication, and in this situation, if the player’s understanding is correct, the lack of concrete information understandably feels unfair from their perspective.

I believe it would be beneficial for all parties if the player could be informed, in clear terms, what the specific issue is (or was), or what exactly is still being reviewed, and whether there is an expected timeline for resolving the remaining withdrawal. Even a brief but concrete clarification would likely help ease concerns and improve the player’s view of how this matter is being handled.

Thank you in advance for your cooperation and for taking the time to look into this further. I will await your response.

Dear Samuel,

Thank you for your understanding and for following my case.

As I already mentioned, my verification was completed months ago and I have provided all requested documents and bank details. Despite this, my withdrawal of €22,000 has been delayed for more than six months.

I kindly ask the Spinbara team to provide a clear explanation and process my payment without any further delay, as my case is completely clear.

Thank you for your support.

Dear Samuel,

We have sent you an email attached with an evidence for your review. 

We await your update.

Kind regards,

Spinbara Casino team.

Hello everyone,

thank you, Spinbara Casino Team, for the information and for providing the supporting documentation via email.

Sk.cse, I would like to clarify one important point in order to better understand the situation. Could you please confirm whether at any point you explicitly requested the closure of your casino account, either via live chat, email, or any other communication with the casino?

Your clarification on this matter will help us review the circumstances surrounding the account closure and the remaining balance.

Subject

Clarification Regarding Previous Account Closure – Spinbara Case

Dear Samuel,

Thank you for your message and for reviewing the information provided by the Spinbara Casino team.

I would like to clarify the situation regarding my previous account with full transparency.

Yes, I had explicitly requested the closure of my previous account through Spinbara’s customer support. This request was made after a situation where I had been playing and had both wins and losses. At one point I submitted a withdrawal request, however for approximately 3–4 days there was no progress on that withdrawal. When I contacted support during that period, I received generic responses asking me to please wait.

During this time, due to frustration and continued playing, I eventually lost the remaining balance. After this experience, I contacted Spinbara support and requested that my account be closed, which the casino confirmed.

It is important to clarify that I never used two active accounts at the same time. The previous account had already been closed before I later created a new account.

Additionally, Spinbara was already fully aware of the existence of the previous account. During the verification process they specifically informed me that additional checks were being conducted partly due to the previous account, and that this was one of the reasons the verification process was taking longer.

I fully cooperated throughout the entire verification process and submitted all requested documents. After this extended verification period, Spinbara eventually confirmed that my account had been successfully verified and requested my bank details in order to proceed with the payout.

For clarity, I would like to summarize the key points:

• My previous account was closed upon my own request through customer support.

• I never used two active accounts simultaneously.

• Spinbara was already aware of the previous account during the verification process.

• The verification process was completed after several months, after which my bank details were requested for payment.

For transparency, I am attaching supporting documentation including:

Emails where the previous account is discussed

Communication related to the extended verification process

The email confirming successful verification

The email requesting my bank details for the payout

These communications demonstrate that Spinbara was aware of the history of the previous account throughout the verification process.

I have always acted honestly and in good faith and have fully cooperated with every request made by the casino.

Thank you for your time and for reviewing the circumstances of my case. Please let me know if any additional information or clarification is required from my side.

Kind

regards,

Sanjeev K****

Subject

Additional Evidence Submitted – Request for Careful Review

Dear Samuel,

Thank you for your continued attention to my case.

I would like to inform you that I have now sent all available supporting documents and email communications related to my case. Some of the attachments had to be sent in multiple emails because the file size exceeded the allowed limit.

Among the documents I shared, you will also find the email response I previously received from Spinbara support (from Ricardo). In that message, it was clearly stated that my current account was under a more detailed review due to a previous account that had been closed at my request.

This communication confirms that the casino was already aware of the previous account and that the matter was being handled through an extended verification process.

I would also like to kindly emphasize that this situation has been ongoing for more than six months. During this time, I have fully cooperated with every request, submitted all required documents, and provided all necessary information.

For this reason, I respectfully ask that the circumstances and timeline of this case be reviewed carefully. I truly appreciate the time and effort you are dedicating to examining the evidence and communications provided.

Please let me know if any additional clarification or documentation is required from my side. I will be happy to provide it.

Thank you again for your assistance, and I look forward to your response.

Kind regards,

Sanjeev K****

Hello everyone,

Sk.cse, thank you for your detailed explanation and for providing all the supporting documentation. I appreciate the time and effort you’ve put into clarifying the situation. I have replied to Spinbara Casino’s email with a few follow-up questions.

For now, we will wait for the casino to clarify their position further and provide any additional details or evidence needed to fully assess the case.

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.

Subject

Request for Immediate Payment Resolution – Long Pending Case

Dear Spinbara Casino Team,

I hope you are doing well.

First of all, I would like to sincerely thank Samuel for reviewing my case and facilitating communication regarding this matter.

I would like to highlight that it has now been over 6 months since my account verification process began. All required documents have been submitted, verification has been successfully completed, and my bank details have already been provided as requested. The entire case and history have been clearly shared, and everything is genuine and transparent from my side.

Despite this, there has been an excessive and unjustified delay in processing my payment. This situation has caused me significant frustration and mental stress over the past several months.

I kindly request you to please stop any further delays and release my payment within the next 7 days. I am making this request respectfully and in good faith.

However, if the matter is not resolved within this timeframe, I will be left with no option but to proceed with formal legal action, including filing complaints with relevant gaming authorities and pursuing the matter through legal channels.

I trust that you will treat this matter with the urgency it deserves and resolve it promptly.

Thank you for your attention.

Kind regards,

Sanjeev K****

Hello everyone,

thank you for the update.

Dear Sk.cse,

I understand your frustration, especially given how long this case has been ongoing and the amount of cooperation from your side.

At the moment, I am still waiting for a response from the casino to my follow-up email, and as you can see, their time to reply here is also running out. Unfortunately, if the casino does not engage further, our ability to move the case forward becomes limited.

Regarding your last message and your intention to escalate the case, I understand your position. While I always prefer to resolve cases through communication here, if the casino remains unresponsive, pursuing the matter through official channels may indeed become necessary.

For now, I would suggest waiting until the current timer expires. If the casino still does not respond, we will proceed accordingly from our side.

Thank you again for your patience and cooperation. I will keep monitoring the case closely.

Dear Samuel,

We have sent an email to you attached with evidences for your further review.

We would like to clarify that the balance from the account was forfeited due to the failure to meet verification requirements, within the time frame of 30 days, we believe, we have no further obligation to return these funds.

We look forward to your update.

Kind regards,

Spinbara Casino team.

Dear Samuel,

I hope you are doing well.

I would like to bring to your attention a serious concern regarding the prolonged verification process and repeated document rejections by Spinbara Casino.

Over the past several months, I have submitted my original documents more than 15 times. Each time, they were rejected without clear or consistent justification. Initially, I was informed that my documents were not acceptable, then later different issues were raised, such as bank statement concerns and address verification issues.

However, after more than 4 months, the same documents that were previously rejected were eventually approved. This raises a serious question about the fairness and consistency of the verification process.

It appears that:

My documents were repeatedly rejected without valid reason.

New issues were introduced over time, causing unnecessary delays.

Only after a prolonged period were the same documents accepted.

This situation has caused significant frustration and concern. It gives the impression that the process was unnecessarily prolonged, especially after I had already achieved winnings on the platform.

I would like to respectfully request a fair resolution of this matter. From my perspective, I have fully cooperated and complied with all verification requirements. Therefore, I kindly ask that my remaining balance be processed without any further delay.

If this matter is not resolved fairly, I may have to consider escalating it further through appropriate legal or regulatory channels.

Thank you for your support and assistance. I look forward to your guidance and a timely resolution.

Kind regards,

Sanjeev K****

Hello everyone,

thank you for your recent updates.

Dear Spinbara Casino,

I would like to ask for clarification regarding the email dated January 31, 2026, in which the player was informed that the account had been verified and was asked to provide bank details for the withdrawal.

This appears to be inconsistent with your current statement that the player failed to complete verification within the required timeframe. Could you please explain this discrepancy and provide a clear timeline of the verification process, including when the account was considered verified and when (and why) it was later deemed insufficient?

Given the length of this case, I kindly ask you to review the matter thoroughly and work towards a final resolution without further delay.

Dear Sk.cse,

I also need to clarify one important point from your side. Could you please confirm whether you have submitted proof of address documents, such as a utility bill (water, electricity, gas), or any official government-issued document showing your address?

If yes, please provide exactly what documents you submitted for address verification so I can review them as part of the case.

Thank you both for your cooperation. At this stage, I would strongly encourage finding a resolution as soon as possible, as this case has been ongoing for an extended period of time.

Submission of Complete Evidence & Clarification Regarding Verification Process

Dear Samuel,

I hope you are doing well.

I am writing to provide a complete set of supporting documents and clarify the full timeline of my case for your review.

At the initial stage, I was informed that no verification was required. However, shortly afterward, my account was suddenly placed under review on the casino portal, without any option to upload documents directly.

Later, I was contacted via email and asked to submit verification documents. As soon as the request was made, I promptly provided all the required documents, including valid proof of address and identification.

Despite submitting genuine and valid documents:

- My documents were repeatedly rejected without clear justification.

- The verification process continued for several months.

- After approximately 4 months, the same documents that were previously rejected were finally approved, and my account was marked as verified.

I am attaching all relevant evidence for your review, including:

- Email communications with the casino

- Screenshots showing initial statements that verification was not required

- Proof of document submissions

- Records of repeated rejections

- Final confirmation of verification approval

This clearly demonstrates that I fully cooperated at every stage and that the prolonged delay was not caused by any failure on my part, but rather due to inconsistent handling of the verification process by the casino.

I kindly request you to review all attached evidence carefully and consider this in your assessment of the case, especially regarding the excessive delays and lack of transparency throughout the process.

Thank you for your time and support. I look forward to your response.

Kind regards,

Sanjeev K****

Hello Samuel,

I would like to inform you that I have submitted all the remaining supporting documents and email proofs by email as the attachment limit was exceeded on the complaint page.

Please let me know if anything further is required from my side.

Thank you for your support.

Kind regards,

Sanjeev K****

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.

Subject

Request for final action due to continued unresponsiveness from Spinbara Casino

Dear Samuel,

I hope you are doing well.

I would like to sincerely thank you for your continued support and efforts in handling my case.

However, I would like to respectfully raise a serious concern regarding the ongoing situation with Spinbara Casino. Despite being given multiple deadlines, the casino has consistently failed to provide any meaningful response within the given timeframes. In several instances, they only respond with vague explanations or last-minute excuses when the deadline is about to expire.

This pattern has now continued for over three months on Casino Guru, in addition to the prolonged delay before the complaint was submitted. It appears that the casino is using delay tactics rather than working towards a fair resolution.

At this stage, I am genuinely concerned that without a firm action or final deadline, this case may continue indefinitely without any outcome. Therefore, I kindly request your guidance on the next steps and whether a final decision or recommendation can now be considered.

I have fully cooperated throughout the process and provided all requested documents and information. I am only seeking a fair and timely resolution of my pending withdrawal.

Thank you again for your time and assistance. I look forward to your response.

Kind regards,

Sanjeev K****

Hello Samuel,

As Spinbara Casino has not responded within the final deadline provided, I kindly ask if the case can now proceed to a final decision or recommendation.

I have fully cooperated throughout the process, and the continued lack of response from the casino is preventing any resolution.

Thank you for your support.

Kind regards,

Sanjeev K****

Hello everyone,

thank you, Sk.cse, for your update.

Dear Spinbara Casino,

we are still waiting for your response in this case. As this complaint has already been open for quite some time, I would like to kindly ask you once again to provide a clear explanation regarding the verification timeline and the inconsistencies mentioned earlier.

If we don’t receive any reply within the extended timeframe, we will continue based on the information currently available in the thread.

Dear Sk.cse,

thank you for your cooperation and for all the documents you have provided so far.

At this point, we will give the casino a bit more time to respond before moving forward with a final assessment. I’ll keep you updated as soon as there are any new developments.

Thank you both.

Dear Samuel,

I hope you are doing well.

I am writing to respectfully express my serious concern regarding my ongoing case with Spinbara Casino, which has now been pending for over 7 months without any resolution.

Despite my full cooperation throughout the process, including completing verification and providing all requested documents, the casino has remained completely unresponsive. Even after multiple deadlines and extensions, there has been no meaningful reply or progress from their side.

This prolonged delay has caused significant stress and frustration, and it is becoming increasingly difficult to understand how the case can continue without any accountability from the casino. The lack of response, even towards you as a mediator, raises serious concerns about their willingness to resolve the matter fairly.

At this stage, I kindly request your guidance on the next steps and whether it would now be appropriate to proceed with a final decision or recommendation based on the available information. I also request if any further action can be taken against such non-cooperative behavior to ensure a fair outcome.

I sincerely appreciate your time, patience, and continued support in handling this matter. I am only seeking a fair resolution and the release of my pending payment.

Thank you, and I look forward to your response.

Kind regards,Sanjeev K****

Dear Samuel,

We sincerely apologize for the delay in our responses.

We kindly ask for another 24 hours for us to provide an update.

Kind regards,

Spinbara Casino team.

Hello everyone,

Dear Spinbara Casino,

thank you for the update and for letting us know.

I will now wait for your response within the next 24 hours as indicated, and hopefully this will help move the case forward after such a long review period.

Dear Sk.cse,

thank you for your message and for the detailed explanation of the situation. I understand your concerns given how long the case has been ongoing. For now, I will wait for the casino’s promised update, and once it comes in, I will reassess the situation and see what the next appropriate step should be.

I will keep monitoring the case.

Dear Samuel,

We sincerely appreciate your flexibility in granting us an additional 24 hours. Thank you for your patience and understanding regarding this extension.

 

We have sent another email attached evidence for your review. These documentations provides the clarification you had requested previously.

We look forward to your update.

Kind regards

Spinbara Casino team.

Hello everyone,

Dear Spinbara Casino,

thank you for your update and for providing the additional information and materials. I appreciate your cooperation throughout the review, and I also appreciate your effort in responding within the requested timeframe.

Dear Sk.cse,

thank you for your message and for the patience you’ve shown throughout this case. I understand your concerns regarding the length of the process and the lack of visible progress from your point of view.

After a detailed review of all available materials, including documents provided by both the player and the casino, as well as additional clarification received from the casino through private communication, I have completed the assessment of the complaint.

During the evaluation, I compared the documentation submitted by the player with the information and explanations provided by the casino. The casino’s input helped clarify the specific concerns regarding the submitted documents, and these explanations aligned with the issues identified during the review.

Based on the overall assessment of the available evidence, I found that the documentation provided does not meet the required standards of authenticity and verifiability necessary to support the player’s claim.

For clarity, this decision is not related to the duration of the case, any procedural delays, or the 30-day KYC timeframe stated in the casino’s Terms and Conditions. It is based strictly on the evaluation of the submitted documentation and its validity in relation to the casino’s verification requirements.

As a result, this complaint is being closed as Rejected.

Thank you to both parties for their cooperation throughout the process.