The player from Germany had waited for over three weeks to withdraw his winnings of €23,400 from Spinbara, which had been pending since September 8th. He experienced delays with the account verification process, as the casino was slow to check his proof of address, while VIP managers continued to contact him about his balance. After escalating the issue, the player received payments for some withdrawals; however, he raised concerns about his downgraded VIP status affecting future withdrawals. The complaints team monitored the situation and noted the player's ongoing issues with processing new withdrawal requests. Ultimately, the complaint was closed due to a lack of response from the player, but he retained the option to reopen it in the future.
Spinbara Casino - Player's withdrawal is delayed due to account verification.
Case closed
Amount: €23,480
Spinbara Casino
Safety Index:Very highCase summary
Translation
Hello, I won €23,400 at Spinbara and have had pending withdrawals since September 8th. Since then, I've been trying to verify my account, but unfortunately, Spinbara is extremely slow with the verification process. They're only checking my proof of address, but the verification is taking over three weeks because Spinbara simply doesn't check the documents. Instead, I receive emails from VIP managers every few days trying to get me to touch my balance.
I request assistance with completing verification and my withdrawals.
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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.
- Has the casino approved any of your documents previously?
- When have you provided your proof of address to the casino, and which particular document have you provided?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your recent communication with the casino regarding the issue? 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
TranslationHello Tomas, I've sent you three emails with the progress of the conversation. So far, the casino has approved the following documents:
ID and face scan, selfie with website, transaction history, proof of ownership of my crypto wallet.
Currently, the only thing pending is proof of address. I uploaded my bank statement about a week ago, and it's still pending, even though it says the review will take up to 24 hours. Unfortunately, my attempts to contact me via email have not changed anything.
I only played slots and won with a deposit bonus
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear Luke2000,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from Spinbara Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear Spinbara Casino,
Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.
Thank you in advance for your cooperation and prompt response.
Best regards,
Kubo
TranslationHello Kubo,
My verification has now been completed and I have received three payments of €800.
However, I have new payments pending since October 6, and they're being delayed again.
TranslationHello Kubo,
Still no further payout has been processed!
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
TranslationHello Kubo,
In the last 14 days, I have received 5 different emails from VIP managers offering cashback if I use my balance to continue playing.
I find it very sad that my money is not being paid and that they are hoping that I will lose it.
TranslationHello,
Spinbara paid my outstanding withdrawals yesterday after more than 3 weeks.
Unfortunately, I discovered today that my VIP level was downgraded to the lowest level and I can now only withdraw €500 per day and €7,000 per week.
Previously, my VIP level was 3 and I could withdraw €800 per day and €12,000 per month.
I find it extremely unfair that Spinbara intentionally made me wait so long so that I can now withdraw even less. I would like to request that I meet the original limit of €12,000 for this month, as it is not my fault that it took so long. If Spinbara had adhered to the specified times and limits, I would have reached this limit too. I still have €18,800 in my account.
Dear Luke2000,
I apologize for the delayed response on my end. Due to some technical issues, it seems that the casino may not have received - or may have overlooked - the notification about this complaint, which likely explains the lack of response within the given timeframe. In light of this, I will extend the timer by an additional 7 days to allow the casino sufficient time to participate.
Regarding your concern about the downgraded VIP level, I completely understand your frustration. However, please note that the management of VIP tiers and level-specific withdrawal limits falls outside our direct scope. In our reviews, we only state the minimum possible withdrawal limits (in this case, €7,000 per month), while the enforcement of special or VIP-related limits remains at the casino’s sole discretion.
It’s also important to highlight that the KYC (Know Your Customer) process plays a vital role in ensuring regulatory compliance with anti-money laundering laws and in preventing fraud and identity theft. By verifying player identities, casinos help maintain a secure, transparent, and responsible gaming environment.
Could you please confirm whether your withdrawals are now being processed as expected?
Thank you for your understanding and cooperation.
Dear Spinbara Casino,
I’d like to reinvite you to this discussion, as we have not yet received your response. Could you please confirm whether the player’s verification has been successfully completed and whether his withdrawals are now being processed normally? Additionally, please explain the reasons behind the significant delay in completing the player’s verification.
Thank you for your cooperation.
TranslationHello Kubo.
Unfortunately, my withdrawals are still not being processed as expected. My last withdrawal took 19 days, and now I've been waiting for another 5 days for my new withdrawals.
Dear Luke2000,
Thank you for taking the time to share your experienceWe recognize how crucial swift withdrawals are and understand how frustrating delays can be.
We are pleased to inform you that your three withdrawal requests from 6 to 8 October were successfully completed on 26 October.
Depending on the payment method used and your bank’s processing times, the funds may already be in your bank account or they may take 3 to 5 working days to appear.
We have forwarded your three new withdrawal requests to the appropriate department, which will process the payment at the earliest opportunity.
The same procedure will apply to your next Withdrawal request.
Thank you for your patience and understanding.
Kind Regards,
Spinbara Casino Team
Dear Luke2000,
Could you please clarify the total amount you have withdrawn since October 6? We will continue to monitor the situation and the withdrawal pace to determine whether the stated monthly limits are being reached.
Thank you.
Dear Luke2000,
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.
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,
Kubo
Casino.Guru
Hello Everyone,
We have reopened this complaint at the request of Luke2000. We would like to give this case one more opportunity to be resolved and assist both parties in reaching a satisfactory conclusion.
Dear Luke2000,
A week ago, you mentioned an outstanding balance of €10,800 in your account. Have there been any updates since then?
Thank you.
TranslationHello Kubo,
Unfortunately, it's still €10,800.
No further payments have been processed and even a payment from November 18th is still pending.
TranslationI haven't received a payout for two weeks now! The casino isn't adhering to its own terms and conditions and is paying me less than the €7,000 monthly limit.
Dear Spinbara Casino,
Could you please clarify why the payout processing is taking so long? We kindly ask that you escalate this matter and expedite the payout process.
Thank you for your cooperation.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear All,
Thank you very much for granting the extension on this thread.
We acknowledge that there was a two-week gap in November during which we experienced increased issues with withdrawal requests.
From the beginning of December onward, withdrawals have been processed within a normal timeframe, with nearly one request successfully completed per day.
At present, two withdrawal requests remain pending, and we have escalated them to the relevant department to expedite the process.
Thank you for your patience and understanding.
Best Regards,
Spinbara Casino Team
Dear Luke2000,
Could you please confirm whether your withdrawals continue to be processed within the standard timeframes, as stated by the casino? Additionally, could you please confirm the remaining balance in your account that is yet to be withdrawn?
Thank you for your cooperation.
Dear Luke2000,
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.
TranslationHello, I have requested new payouts.
There is currently €2380 still outstanding.
Dear Luke2000,
We would like to inform you that we are looking into your request.
Your last 3 withdrawals requests have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.
Thank you for your patience and understanding.
Kind Regards,
Spinbara Casino team
Dear Luke2000,
Please let us know once you have received your last three payouts.
Thank you for your continued cooperation.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Luke2000,
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,
Kubo
