The player from Germany was facing a delay in withdrawing €1,500, which he had in real money after meeting all bonus wagering requirements. He requested assistance from Casino Guru to expedite the withdrawal process as it had already been pending for a month. We reviewed the casino’s bonus terms and found a clearly stated 10x maximum cashout limit for deposit bonuses, while no evidence was provided to show that his specific promo code was exempt from this rule. As the remaining balance was later lost in gameplay, we could not ask the casino to restore the €620, and the complaint was rejected.
Spinbara Casino - Player's withdrawal is delayed.
Closed
Our verdict
Unjustified complaint
Amount: €600
Spinbara Casino
Safety Index 8.4 HighCase summary
Discussion
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1 month ago
Translation
Ladies and Gentlemen
I successfully completed the bonus wagering requirements. My bonus balance was fully converted into real money, and my real money balance was €3,200.
I then continued playing and lost €1,700. My account now has €1,500 in real money, which I would like to withdraw.
The withdrawal is not being refused, but has been delayed for some time. Since it involves real money and I have fulfilled all bonus requirements, I request that Casino Guru review the case and assist me with the withdrawal.
It would be helpful if you could ask the casino to provide an answer regarding my withdrawals.
Thank you very much for your help.
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1 month 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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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Could you please specify how many days ago was your withdrawal requested?
- Was your account, including the payment method, successfully verified?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you.
Thank you in advance.
Best regards,
Attila
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1 month ago
TranslationNo verification required
Complaint regarding unjustified limitation of payment
I used a 300% bonus at Spinbara Casino via a promo code I activated. After fully meeting the bonus terms and wagering requirements, I had a real money balance of €3,620.
However, only €3,000 of this real money balance was credited to me or made available for withdrawal. The remaining amount was withheld on the grounds that only 10 times the bonus amount could supposedly be paid out.
I believe this reasoning is incorrect. The bonus I used was activated via a promo code and, as I understand it, did not include a maximum cash out limit. After successfully fulfilling the bonus requirements, the balance became real money and should therefore not be subsequently reduced by an inapplicable withdrawal limit.
I therefore request that Casino Guru investigate this matter and invite the casino to provide a statement or engage in a discussion. In particular, Spinbara should specifically demonstrate which bonus condition the alleged 10x payout limit is based on and why this limit should be applied to the bonus I activated using the promo code.
I request that the withheld €620 be released in accordance with my actual real money balance.
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1 month ago
TranslationI specifically asked in the live chat that there is no maximum cash out for this bonus.
Here is proof that the promo code was valid and accepted.
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1 month ago
TranslationAnd as I said, there is no maximum cash out for this bonus.
This is a welcome bonus for the first deposit with no maximum cash out.
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1 month ago
TranslationI therefore request that the 620 euros be credited back to me.
It should not have been deducted from my real money.
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1 month ago
TranslationAfter the implementation, I had a real money balance of over 3600 euros; only 3000 euros were left behind.
The casino withheld over €600 from me, which they are not allowed to do because I deposited using a deposit bonus. This bonus has no maximum cash out limit; it was a first deposit bonus that I used.
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1 month ago
Thank you for your response. I checked the Bonus T&Cs and I found this:
7.16 Unless specified otherwise by the specific promotion rules, any bonus is subject to the following requirements:
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Any deposit casino bonus has wagering requirements of x35(thirty-five) times the initial amount of the deposit and bonus received. Any such bonus has a maximum withdrawal limit of x10 (ten) the bonus amount received. For example, a 10 EUR (ten) deposit bonus will have a maximum withdrawal limit of 100 EUR (one hundred). Any winnings above 100 EUR (one hundred) will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage.
Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.
Thank you very much in advance for your understanding.
Best regards,
Attila
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1 month ago
TranslationHowever, this does not apply to the bonus I used for my deposit. Please contact the casino for a chat and ask about it. I inquired in the live chat and was told there is no withdrawal limit for this bonus because it is a promo code that I used.
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3 weeks ago
Thank you for your reply. Could you please forward us the communication with the casino where the support representative confirmed that this specific bonus had no maximum withdrawal limit?
Thank you in advance for your reply.
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3 weeks ago
TranslationYou are welcome to contact the casino directly for a discussion, and the casino will confirm that there is no maximum withdrawal limit for this first deposit bonus.
As I have said several times now, there is no maximum cash out for this promo code, which I used to register and for my first deposit.
I received a 300% bonus on my first deposit; I deposited €100 and received a €300 bonus.
This promo code is what I used during registration.
I received the bonus credit via live chat, and when I asked about it in the live chat, they told me there was no maximum cash out for this specific offer I used.
There is no maximum cash out for this offer; many people have taken advantage of it. This is an affiliate bonus from Casino Streamer on the Kick platform.
Many customers have taken advantage of this offer, and none of them experienced a maximum cash out because, as mentioned, it's an affiliate bonus and there is no maximum cash out.
Invite the casino to a meeting; I insist on the return of my 600 euros that were removed without my permission.
I lost all my money, €3000. I would be happy if I could at least get my €600 paid out.
I believe that is my right and I insist on it 100%.
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2 weeks ago
Hello Can1994,
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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2 weeks ago
TranslationIs this a new strategy of theirs? What's the point?
I've been waiting for weeks for them to invite the casino for a meeting to clarify this situation.
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1 week ago
Dear Player,
Thank you for your patience and for providing the additional information.
I have reviewed the casino's bonus terms and conditions, which state:
Any deposit casino bonus has wagering requirements of x35(thirty-five) times the initial amount of the deposit and bonus received. Any such bonus has a maximum withdrawal limit of x10 (ten) the bonus amount received. For example, a 10 EUR (ten) deposit bonus will have a maximum withdrawal limit of 100 EUR (one hundred). Any winnings above 100 EUR (one hundred) will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage.
According to our Fair Gambling Codex, we consider win limits unfair when they are applied to real-money play. However, we accept bonus terms that impose a maximum cashout on winnings generated from bonus play, provided that the restriction is clearly stated.
I understand that you believe the specific promotional offer you used should not have been subject to this limit. However, we have not received any evidence confirming that this particular bonus was exempt from the casino's general maximum cashout rule.
Additionally, you have confirmed that the remaining €3,000 balance has since been lost through gameplay. Unfortunately, we cannot ask the casino to restore winnings that were subsequently lost by the player.
For these reasons, we are unable to support your request for the return of the €620, and the complaint will now be rejected.
I am sorry that we were not able to assist you further in this case. Please feel free to contact us again if you experience any other issues with this or another casino in the future.
Best regards,
Attila
