The player from Germany had requested a withdrawal three weeks ago after completing the wagering requirements for a bonus, but he faced delays attributed to an overload of requests. He had not undergone any verification process initially and had not received any payout. After submitting documents for verification, some were rejected and resubmitted, with pending payouts canceled and added back to his balance. The complaint was closed due to the player's lack of response to further inquiries from the Complaints Team, who remained available to assist if contacted again.
Spinbara Casino - Player's withdrawal is delayed and unpaid.
Closed
Our verdict
Player stopped responding
Amount: €21,500
Spinbara Casino
Safety Index 8.3 HighCase summary
Discussion
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5 months ago
Translation
I deposited €200 on December 27, 2025. Once the money was gone, I redeemed the 100% bonus and had to wager approximately €12,000.
I completed the entire process and then continued playing until I finally reached the current balance. In the customer service chat portal, I keep being told that the payout is delayed due to an overload of requests.
What also seems suspicious to me is that I haven't had to carry out any verification yet.
I have not yet received a payout from this site.
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5 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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5 months ago
Dear CarlzumO,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you tried contacting customer support whether KYC verification is needed?
- Did you play casino games or bet on sports?
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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5 months ago
TranslationHello, after contacting support, I was told that verification is not necessary. I only played casino games.
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4 months ago
Dear CarlzumO, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
Thank you very much in advance for your reply.
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4 months ago
Dear CarlzumO,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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4 months ago
TranslationI have currently uploaded documents for verification, but nothing has happened for 5 days.
I fully wagered the bonus and then won the money.
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4 months ago
Dear CarlzumO,
Thank you very much for your reply. Have you received any communication indicating the status of your latest document submission? Has the casino indicated that there might be a problem with approving specific documents?
Thank you in advance for your response.
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4 months ago
TranslationGood day,
My ID document was accepted. Proof of address and credit card information were rejected. I have already uploaded new documents and am currently waiting for confirmation.
Meanwhile, the pending payouts were canceled and added to my balance. However, I have already requested a new payout.
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3 months ago
Dear CarlzumO, thank you for your reply. Do you have any updates for us? Has the casino approved your latest document submissions?
If not, could you please forward all documents you provided to the casino for verification, along with any relevant communication between you and the casino?
You can send the information to my email address: attila.g@casino.guru.
Additionally, could you please attach a screenshot of your pending withdrawal as well?
Thank you very much for your patience and cooperation.
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3 months ago
Dear CarlzumO,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
