The player from Australia faced issues with the casino claiming to have processed a withdrawal, which did not appear in his bank. The casino stated it was reversed, which he contested, and they refused to provide information on required verification documents or upload methods. He had at least 10 withdrawal attempts canceled or denied. The complaint was closed due to the player's lack of response to inquiries and reminders from the Complaints Team. The player was informed that he could reopen the complaint if he chose to resume communication.
Spinbara Casino - Player's withdrawals are repeatedly denied.
Closed
Our verdict
Player stopped responding
Amount: A$2,000
Spinbara Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
They claim to have processed 1 withdrawl yet my bank hasn't seen it then they claim that it was reversed by my bank and then I spent it. It did not happen. They also refuse to tell me what documents are required for verification and or any way to upload it. I have since had at least 10 attempts to withdraw my winnings cancelled or denied by them
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3 weeks ago
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3 weeks ago
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.
- When was the last time you successfully paid out your winnings?
- Do I understand correctly that the casino doesn't require you to submit any verification documents currently?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your 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
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2 weeks ago
Dear Tailthief1,
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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1 week 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,
Tomas
Casino.Guru
