Spinbara Casino - Pelaajan tili on suljettu talletusten vastaanottamisen ajaksi.

Hello,

My account was blocked on December 19th. Nevertheless, I was able to deposit money last week and deposited a considerable amount. Now the casino isn't responding. I've informed the casino several times that I'm having problems playing. How is it possible that I was able to register and deposit so much?

The casino hasn't responded since Monday. I need help and support. I've asked the casino for a refund.

Hallo,

mein Account wurde am 19. Dezember gesperrt. Nicht desto trotz konnte ich letzte Woche Geld einzahlen und habe dem entsprechend viel eingezahlt. Nun meldet sich das Casino nicht mehr. Ich habe dem Casino öfters mitgeteilt, dass ich Probleme mit dem Spielen habe. Wie kann das sein das ich mich anmelden konnte und so viel einzahle konnte.

Das Casino meldet sich seit Montag nicht mehr. Ich benötige Hilfe und Unterstützung. Ich habe das Casino um eine Rückerstattung gebeten

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If anything seems suspicious, contact us directly.

Stay safe.

Dear 4604Alexanderxxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@spinbara.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

• Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.
• Could you please clarify whether you registered a new account or reopened a previously closed one?

Thank you very much in advance.

Best regards,

Petra

I have now forwarded all emails. I have informed the casino about my problem. The closure has also been confirmed.

Ich habe nun alle mails weitergeleitet. Ich habe das Casino über mein Problem informiert. Die Schließung wurde auch bestätigt

I haven't opened any other account.

Ich habe kein weiteres Konto eröffnet

The casino has now closed my account, but I haven't received a refund or anything. I didn't want the cashback because the VIP manager told me he would look into the problem.

Das Casino hat jetzt meinen Account geschlossen, aber ich habe weder eine Rückerstattung erhalten noch irgendwas. Ich wollte den Cashback nicht haben, da der VIP MANAGER mir mitgeteilt hat das er das Problem sich anschaut

Dear 4604Alexander,

Thank you for your reply and for providing the previous details.

• Could you please provide a clear timeline of events, including when your account was initially closed, when it was reopened, and when it was closed again? Additionally, please include any transaction records from the period after the account was reopened.
• Have you received any communication from the casino regarding your deposit or account status since December 19th?
• Furthermore, could you provide any additional evidence/communication you have had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

Hello Petra,

I sent you a sales list via email and the chats since the account was reopened.

Hallo Petra,

ich habe dir eine Umsatzliste per Mail gesendet und die Chats seit Wiedereröffnung des Kontos.

Dear 4604Alexander

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 Igor (igor.p@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,

Petra

Dear 4604Alexander,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Spinbara Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Spinbara Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinbara Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hello Igor,

Thank you for taking care of that.

Last year I gambled away a lot of money on the site (over €70,000) and repeatedly asked them to block me and send me a statement of my wins and losses. Unfortunately, nothing came of it until I was finally blocked on December 19th. Suddenly, on January 31st, 2026, I was able to deposit again without their permission, and it all started again. I then lost over €25,000. They didn't wait for any response. No goodwill whatsoever. Now I'm blocked, but I've lost everything. Can you help me get my money back?

Hallo Igor,

danke das du das übernimmst .

ich hatte letztes Jahr sehr viel aus der Seite verspielt (über 70.000€) und habe dann öfters gesagt bitte sperrt mich und sendet mir eine Gewinn Verlust Liste zu. Leider kam da nichts, bis dann endlich am 19. Dezember ich gesperrt war . Aufeinmal konnte ich ohne Zustimmung am 31.01.2026 wieder einzahlen und alles hat wieder begonnen. Ich habe über 25.000€ dann verspielt. Die haben auf keine Antwort gewartet. Keine Kulanz nichts . Jetzt bin ich zwar gesperrt habe aber auch alles verloren. Kannst du mir helfen mein Geld zurück zu bekommen?

Hello 4604Alexander,

Thank you for your email.

I can see that this complaint is very important to you - as it is to me.

For now, the best approach is to wait for the casino’s initial response and statement.

Please also note that all information previously shared with Petra has also been shared with me, so you do not need to resend it.

Thank you for your patience.

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 for bringing this matter to our attention.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Spinbara Casino Team

Dear Spinbara Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.