The player from Germany is facing issues with withdrawal as she has not received her refund after over 10 days, despite the casino confirming the payout. Additionally, she is not receiving responses to her emails and inquiries.
Spinbara Casino - Player's withdrawal is delayed.
Opened
Current status
Waiting for Casino Guru to reply
4d 13h 8m 39s
Spinbara Casino
Safety Index 8.3 HighCase summary
Discussion
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3 weeks ago
Translation
Hello,
After the casino confirmed my refund and processed the payout due to an unjustified reopening, I still haven't received the money after more than 10 days. I'm getting no response to my emails and inquiries.
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3 weeks 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 weeks ago
Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Spinbara Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Were you previously self-excluded from Spinbara Casino?
- If so, could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
- Could you please advise on the timeline of the events? Specifically, when did the casino reopen your account, and when were you informed about the refund?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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2 weeks ago
TranslationHello Attila,
I contacted their chat service in the meantime. The amount of €1,500 was transferred to me. Unfortunately, it was from an IBAN that is blocked at my bank. So the money was transferred back to the casino. It should already be credited to their account.
I have now sent the casino a different IBAN and hope that the amount will finally be transferred.
I wasn't aware of the blocked IBAN. However, despite my assurance that my request would be given priority, the casino hasn't responded to my email.
I can gladly send you the correspondence.
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1 week ago
Hello Andi1986,
We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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6 days ago
TranslationSo, inquiries in the chat are only met with empty promises and the message that it is supposedly being worked on with the highest priority, which is hardly believable after 2 weeks, and emails asking for an update are ignored as well.
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3 days ago
Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.
In case you are unable to reach me through my email, you can also try the following email address: complaint@casino.guru
Thank you for your patience and cooperation.
