The player from Germany faced issues with his last three withdrawals totaling €900, which had been blocked by his bank. Despite the casino marking the withdrawals as successful, the player had not received the funds and was unsure when or if he could retrieve his money through another payment method. The Complaints Team intervened, and the casino made another attempt to transfer the funds via a different payment provider, which was accepted by the player's bank. The issue was resolved, and the player confirmed receipt of his winnings.
Spinbara Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €900
Spinbara Casino
Safety Index:Very highCase summary
Discussion
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3 months ago
Translation
Hello,
Unfortunately, my bank has blocked and rejected my last 3 withdrawals from this provider, totaling €900.
I contacted support, but unfortunately, they couldn't tell me if or when I could receive the money via another payment method. The provider marked the withdrawals as successful on Monday, November 3rd. Unfortunately, as mentioned earlier, the money never arrived. I chose this casino because it was rated as safe by CasinoGuru. I hope I can get my money back with your help.
Best regards
Jacob
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3 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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3 months ago
Dear Kellninho,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
It's important to understand that the casino doesn't have complete control over the payment methods that are offered. There are several factors that can affect this, such as the licensing authority, geographical location, contracts with payment providers, and bank restrictions. Just because a payment method is available for deposits, it doesn't necessarily mean it will be offered for withdrawals as well. Additionally, payment methods can be discontinued at any time, and unfortunately, casinos may be limited in their ability to offer certain payment options to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings?
- Was your account verified successfully in the past?
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
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3 months ago
TranslationHello Veronika,
I haven't been asked by the casino to verify my identity yet. I created a Skrill account and have already successfully deposited €20. This method is also available for withdrawals, but I haven't been able to test it yet because you have to wager the money before you can withdraw it.
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3 months ago
TranslationHello Veronika,
They've already credited €700 of the €900 back to my player account. Unfortunately, I can't withdraw it because they say I have to wager the full amount again first. That's not fair, since the money has already been wagered. I need help 🙁
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3 months ago
TranslationHi Veronika,
Nothing's happening here. I still don't have access to my withdrawal 🙁. The live chat keeps telling me I need to be patient and someone will get back to me, but nothing's happening.
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3 months ago
TranslationHi Veronika,
The last €200 have now been credited back to my player account. However, a withdrawal is still not possible.
Could you please add a representative from the casino to this conversation? Live support keeps referring me to email, and I'm not receiving any response via email.
I am happy to share my winnings with CG should it be possible to resolve the case.
VG
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3 months ago
TranslationThey have now attempted another withdrawal via bank transfer, even though I have repeatedly stated that this payment method is no longer an option, as the bank blocks these payments. I have also repeatedly suggested Skrill. Communication with Spinbara is a disaster. Please help me by involving a representative from the casino.
VG
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3 months ago
Dear Kellninho
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, Martina (martina.b@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,
Veronika
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3 months ago
Dear Kellninho,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Spinbara Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case and take a closer look on the money, that have been credited back to player´s account, so that he does not have to wager it once again??
Thank you in advance for providing the information.
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3 months ago
TranslationHello Martina,
The matter is resolved. The casino made another attempt and transferred the money to my bank account, apparently via a different payment provider. My bank accepted the funds. From today onward, I will never use that payment method again. Thank you for your time and assistance!
vg
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3 months ago
Dear Kellninho, wonderful! I'm so glad to hear that the issue has been resolved! I'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.
