The player from Germany had been banned from Oasis since August 11, 2025, but was still able to deposit and lost approximately €1,100. She sought assistance in recovering her funds, as she was in a desperate situation. The Complaints Team clarified that the casino did not have access to the OASIS register and could not prevent her deposits without a direct self-exclusion request. The player marked the complaint as resolved, indicating satisfaction with the assistance provided.
Spinbara Casino - Player was able to deposit despite self-exclusion.
Resolved
Our verdict
Case closed
Amount: €1,100
Spinbara Casino
Safety Index:Very highCase summary
Discussion
Public
Public
6 months ago
Translation
Dear casinoguru team,
I really hope for your help. Unfortunately, I've had a problem with gambling for some time now. I've been banned from playing at Oasis since August 11, 2025.
Unfortunately, I was still able to deposit money into the casino and lost about €1,100 in a short period of time.
I don't know what I can do because I depend on the money and I have nothing left.
I hope you can help me, I'm desperate.
Automatic translation:
Public
Public
6 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please specify if you informed Spinbara Casino directly of your problem and requested to be self-excluded? If so, kindly forward me the account closure request along with the casino's responses at veronika.f@casino.guru.
When exactly did you register at this casino?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
I hope we will be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Public
Public
6 months ago
TranslationHello,
Thank you for your quick reply.
I've only been registered with the casino since July 15, 2025. I lost a lot of money right from the start until I had the strength and a clear head to self-exclude from Oasis on July 28, 2025.
I was then blocked on 11.08.25
I had not informed the casino about my gambling problem until then because I thought a ban would come automatically and when I wanted to verify my account, I was told that my account did not need to be verified.
Automatic translation:
Public
Public
6 months ago
Please note that Spinbara Casino operates under a license issued by the authorities of Comoros. It does not hold a German gambling license and therefore has no access to the OASIS register of self-excluded individuals.
This means that unless you specifically requested self-exclusion from Spinbara Casino directly and informed them about your gambling addiction, the casino had no way of preventing you from making deposits or proactively closing your account.
Please let me know if I have misunderstood any detail of your situation.
Public
Public
6 months ago
TranslationDear Veronika,
Unfortunately, I wasn't aware at first that Spinbara isn't a licensed German casino, and I understand that the casino isn't required to provide a refund.
On August 15, 2025, I wrote to the casino and informed them that I had lost a lot of money and was banned from playing at Oasis. I only asked for a refund, not for my account to be closed, but nothing happened, so I have now lost about €1,400.
Today, like all the other players, I received a cashback which I successfully wagered and won €800. I requested a payout to get at least some of the money I lost back.
Within an hour, my account was blocked and I was referred to the terms and conditions.
If they don't refund my deposit, that's one thing, but they can't at least deny me the €800 winnings; that's not fair.
Automatic translation:
Public
Public
6 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 Layla92,
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,
Veronika
