The player from Germany won €11,480 at Spinbara Casino and submitted a withdrawal request on September 23, 2025, but it remained unprocessed after one month. Although she had completed the verification process and submitted all required documents, the casino continuously rejected one of them despite it being the correct document. The casino had required proof of the source of funds for the deposits made via MiFinity, specifically requesting the transaction history of the original bank account used to top up the MiFinity wallet. The player explained that the funds originated from a loan by a friend and could not provide a statement from that account. Consequently, the complaint was closed as unjustified because the player failed to prove ownership of the payment method, violating anti-money-laundering regulations and the casino's payment policy.
Spinbara Casino - Player’s withdrawal is delayed due to document rejection.
Unjustified complaint
Amount: €11,480
Spinbara Casino
Safety Index:Very highCase summary
Translation
Hello, I won €11,480 with bonus money at Spinbara Casino. I played the game The Book of Monsters .
I submitted my first withdrawal request on September 23, 2025 , but so far there has been no withdrawal.
The verification process was carried out via the verification tab of my casino account. I uploaded all the requested documents, but the casino keeps rejecting one document, even though it's exactly the one they're asking for.
See screenshot:
I can gladly send you the document by email as well, so you can see that the casino received exactly the document you requested, yet they keep rejecting it. This needs clarification, and I hope to find a quick solution to the problem.
Thank you in advance for your cooperation.
Kind regards
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.
Hello,
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 made any successful withdrawals before?
- Do I understand correctly that verifying this specific document seems to be the only issue? Has the casino approved the rest of your documents?
- Have you tried contacting the casino regarding this issue?
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,
Kristina
TranslationHello, thank you for your quick response.
There has been no payout from the casino yet.
And it really seems that only this one document is causing the problem. All other documents were approved without any issues.
To be honest, I haven't contacted the casino yet, but I have contacted their sister casino, where I also seem to be having problems with the documents.
Since everything has been dragging on for too long and a solution can be reached much faster through you, I contacted you directly. I hope that was alright.
Kind regards
Thank you for your reply, Ninosch. We truly appreciate your trust in our assistance. However, due to our company policy, we can only step in once it’s clear that you’ve already attempted to resolve the issue directly with the casino but haven’t been successful.
Therefore, I kindly ask you to contact the casino first. If they are unable or unwilling to help, please don’t hesitate to get back to us — we’ll be happy to review the situation and step in if necessary.
In the meantime, I’ll leave this complaint open so you can update me once there’s any progress. Ideally, please forward your communication with the casino to kristina.s@casino.guru, or alternatively, you can post screenshots here.
Thank you very much in advance for your cooperation.
TranslationI have just sent you an email with the latest news regarding communication with the casino.
Dear Ninosch
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Kristina
Dear player,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinbara Casino representative to join this conversation.
Dear Spinbara Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
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 player,
I am communicating with the casino outside of this thread. I will notify you, if there are any updates.
Thank you for your patience.
Dear Casino Guru,
To proceed further the client needs to provide the transaction history for the payment method used to top up MiFinity on 19.09 for €2,000 and on 22.09 for €2,000.
This should cover the relevant period in September, or alternatively, they may provide proof of the transactions showing the source of the funds.
Kind Regards,
Spinbara Team
TranslationThe documents have already been uploaded.
Dear Spinbara Casino,
Could you please provide us with an update on player's submitted document and verification process?
Thank you.
Dear Casino Guru,
The client needs to upload a transaction history of the Payment method used to top-up MiFinity on 19.09 for 2000EUR and 22.09 for 2000EUR. For September.
He is submitting the wrong documents. We require a statement showing how he topped up his MiFinity account.
Kind Regards,
Spinbara Team
TranslationDear Casino Guru and Spinbara
To Spinbara, then you should state that clearly. I have screenshots proving that you requested the wrong documents, not the other way around. My MiFinity transaction history was repeatedly requested and repeatedly rejected. I even contacted them via live chat on November 5th, 2025, and even your employee told me to upload my MiFinity transaction history. I also have a chat transcript of this, which I'd be happy to send to Casino Guru.
Finally, when the live chat couldn't help me either, I decided to send the casino an email on November 8, 2025, but this too has remained unanswered so far.
I also have a PDF file of this email and can gladly provide it.
I will now take care of these requested documents. Do you have an email address to which I can send them?
Kind regards
Translation
The casino is requesting new documents. However, Spinbara should please clarify exactly which bank statement they require. Is it a recent MiFinity statement, or a statement from my regular bank account to verify my address? Please provide more details so I can supply the necessary document.
Dear Spinbara Casino,
Could you please clarify, why you need the top-ups to Mifinity account to be verified? Feel free to provide the explanation here, or send it to miroslava.d@casino.guru.
Thank you.
Dear Casino Guru,
We are required to follow KYC/AML regulations.
This means we may ask for proof of the source of funds, including how the crypto wallet was topped up.
Kind Regards,
Spinbara Team
TranslationUnfortunately, I still don't know exactly which document you need. My question hasn't been answered yet. 😉
A statement from my e-wallet, or a current statement from my private bank account?
Dear player,
If I understand it correctly, statement from your bank account from which you sent money to your Mifinity wallet is needed (the two transactions of 2000€ in September as mentioned before should be visible there).
Please notify me, when you will be able to send it to the casino.
Thank you.
TranslationWell, as far as I know, I already sent the casino a screenshot of it... with the last upload.
Dear Ninosch,
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.
TranslationI already sent you a message a week ago. It's still pending confirmation. Haven't you seen it?
TranslationI just uploaded the document again to my Spinbara account.
Dear Spinbara Casino,
Could you please confirm, if you received player's document?
Thank you.
Dear Casino Guru,
Player needs to provide a complete statement of their transaction history covering September 1st through September 30th.
This statement must show all activity (withdrawals, transfers, and deposits). We cannot accept records that only show top-ups.
Kind Regards,
Spinbara Team
TranslationI have just uploaded the document for you.
Dear player,
If you believe, you have submitted the documents to the casino in the right form (unedited full original file), and it still wasn't accepted, please forward me the document to miroslava.d@casino.guru for review.
Thank you.
TranslationI have sent you an email with all the documents that the casino has recently received from me.
Dear Spinbara Casino,
Could you please clarify, if the document still hasn't been uploaded in the correct format, or it wasn't uploaded at all? Could you advise the player with your support email, where the verification documents can be sent, if there is a problem with verification tab in the casino account?
Thank you.
Translation
My verification tab is requesting something again, but it's still not entirely clear to me what the casino wants. It says exactly the same thing as when I last uploaded documents: my MiFinity bank statement from September 1st to September 30th.
I really can't understand what the casino wants now and why the verification tab still says the same thing as before, which is never the exact requirement.
Dear Casino Guru:
The player has resubmitted their MiFinity history, but we still require the transaction history for the original payment method used to fund that MiFinity account.
Specifically, we need the September statement for the source bank or card, clearly showing the two €2,000 top-ups made on 19.09 and 22.09.
Dear Ninosch,
Thank you for providing your MiFinity statement.
However, we specifically require the transaction history from the original payment method (your bank or card) used to fund your MiFinity account.
To proceed, please upload your bank or card statement for September showing these two specific deposits:
19.09: €2,000.00
22.09: €2,000.00
We need to see these transactions from the source to complete your verification.
Please ensure the document is provided in its original PDF format.
Kind Regards,
Spinbara Team
Dear Ninosch,
As previously requested, please provide this document:
Statement from your bank account from which you sent money to your Mifinity wallet is needed (the two transactions of 2000€ in September as mentioned before should be visible there).
Please provide the casino with this exact document and also send it to my email.
Please note, your cooperation is needed to be able to complete verification and withdrawal process as soon as possible.
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the requested document in the given time frame or don’t require any further assistance, we will reject the complaint.
TranslationThis is getting really complicated.
So, to reiterate. I transferred the €2000 I deposited with you from the same MiFinity account. Although these accounts are split, they belong together.
I have already submitted the documents from the relevant account. You can see there that I transferred the money to my own account. (So it was just a transfer.)
If you'd like to know where the €2000 came from, I can tell you that it was a transfer from a friend who gave me this money as a loan. I can't provide you with a statement of this, as it's not my own account.
Is there anything else I can do for her?
Dear Ninosch,
Unfortunately, since it turned out, someone else's funds were used for depositing into your account, and you are unable to prove their origin, this complaint will be closed as 'unjustified'.
According to our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:
"Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can often be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.
If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.
If you wish to enjoy online gambling in the future without issues, I would recommend you use your payment method in your name exclusively, such as your bank account.
Thank you very much in advance for your reply and understanding.
Best regards,
Mirka
