The player from Germany faced ongoing issues with Spinbara Casino regarding withdrawal, as the casino demanded repeated verification despite multiple submissions of the required documents. They also requested unnecessary information, claiming to already have sufficient verification on file. The complaint was resolved after the player confirmed the issue was settled, and the case was closed by the Complaints Team following the player's confirmation.
Spinbara Casino - Player's withdrawal is delayed by excessive verification requests.
Resolved
Our verdict
Case closed
Amount: €4,500
Spinbara Casino
Safety Index:HighCase summary
Discussion
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5 months ago
Translation
Spinbara Casino is blocking my withdrawal by constantly demanding new verification procedures.
All requested documents for verification were submitted MULTIPLE TIMES.
They are now trying to further prevent the payout process... They are now demanding more information from another bank account that has nothing to do with this entire process.
Spinbara already has a 3-month extract on file, which was required for verification (and has been accepted).
All uploaded documents (now more than the verification actually requires) clearly demonstrate my authenticity and verify me without any problems.
Unfortunately, Spinbara is now going too far.
I need help.
Thank you!
PS
All transactions with the casino were documented via screenshots... I can prove everything.
Automatic translation:
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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 Mirco900,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Spinbara Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please advise which documents you have already provided and when exactly did you send the last one?
- Have you accumulated your winnings with or without an active bonus?
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,
Katarina
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5 months ago
TranslationHello,
No, I haven't received a payout yet... Verification was requested immediately.
Spinbara now has more documents from me than needed:
ID card
Selfie
Electricity supplier bill
Mobile phone bill
DSL bill
Account confirmation
Bank statement for the last 3 months (relevant bank)
Bank statement for November (not relevant bank... but it was requested)
All documents were accepted, but then Spinbara requested an additional bank statement for the month of November.
Unfortunately, this bank account has nothing to do with the entire process.
I deposited funds into Spinbara using my bank account and I also have 3 withdrawals being processed using the exact same account I used to deposit.
Spinbara also has a 3-month bank statement for this account (it was requested and accepted).
Because Spinbara still apparently doesn't want to pay out, they have now requested an additional bank statement (month of November) from a different bank account (from the 3-month statement).
This is another attempt to avoid paying out... but I also uploaded the requested bank statement (which has nothing to do with the whole process) to Spinbara.
Nothing has happened for over 5 days now.
I tried several times to get an update via chat, but I don't think I need to mention that it's pointless.
I realized my winnings from a bonus... But the bonus was undoubtedly wagered.
Please help!
Thanks!
Automatic translation:
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4 months ago
Hello Mirco900,
We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina 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 Katarina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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4 months ago
Dear Mirco900,
thank you for your reply.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Mirco900,
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,
Katarina
