The player from Germany had attained a real-money balance of €279,000 after wins. Further withdrawals were blocked pending identity verification. He submitted all requested documents and contacted support repeatedly, but received only automated replies. The issue was resolved after the Complaints Team intervened and assigned a dedicated Resolver to manage communication with the casino. The player marked the complaint as resolved, and the case was closed by the Complaints Team.
Spinbara Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €279,000
Spinbara Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
Translation
Good day everybody,
A few weeks ago, I made a deposit of €500 at Spinbara. This allowed me to accumulate a total real money balance of €279,000, including a maximum win playing Gates of Olympus at maximum stake and winnings from Book of Ra.
Initially, withdrawals were no problem. However, after approximately €8,000 had been withdrawn, my further withdrawals were suddenly blocked, and I was asked to verify my identity. Naturally, I submitted all the required documents and contacted them multiple times via email.
Unfortunately, I haven't received a satisfactory response yet. If I do get a reply, it's only an automated message. I didn't use any bonus offers when I made my deposit. Furthermore, I have corresponding screenshots and records.
Automatic translation:
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2 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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2 months ago
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.
- Is your player's account accessible? Can you log in?
- Could you please list which documents you provided to the casino so far and in which format?
- Could you please share with me your communication with the casino regarding the delay in verification? 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
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2 months ago
TranslationHello Tomas,
Thank you very much for your feedback and support.
I will gladly answer your questions:
• Access to the player account:
Yes, my player account is accessible and I can log in.
• Documents submitted:
I have submitted the following documents to the casino for verification purposes:
– Copy of ID card / passport
– Proof of address
– Proof of payment
The documents were submitted in [PDF/JPG/PNG] format.
• Communication with the casino:
I have already contacted the casino several times regarding the verification delay. I will send you the relevant email correspondence, chat logs, and screenshots as requested. tomas@casino.guru forward.
Thank you very much for your help. I also hope that we can find a solution together soon.
Best regards
Automatic translation:
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2 months ago
Thanks for the explanation and for sharing the information with me via email.
On one of the screenshots, the verification of your documents appears as ongoing.
- Could you please confirm your current status of the verification of your address and payment method as it appears in your account?
- The communication with support, where the agent claims your account is verified, when did it take place? (date)
Thanks in advance for your cooperation.
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2 months ago
TranslationAfter more than four weeks of review, the documents were rejected again. Despite almost daily communication with support, no helpful feedback was received.
All documents I have submitted are authentic. The address provided is correct and fully matches the information on my identification document, other official documents, and the details provided by my payment providers.
Best wishes and Merry Christmas.
Automatic translation:
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1 month ago
Hello FesiRnB,
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
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1 month ago
Dear FesiRnB,
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, Mirka (miroslava.d@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
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1 month ago
Dear player,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinbara Casino representative to join this conversation.
Dear Spinbara Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear FesiRnB,
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,
Mirka
