Spinbara Casino - general discussion (page 25)

Hi Patri, I've unfortunately played at several casinos, and the verification process was awful there too; I was sometimes driven to despair. One thing was always the same, though: it had to be a very specific document from the bank. With my bank, it was never possible to do it via my phone; I had to log in from my computer and download a statement. It had to show my name, account address, and place of residence. Everything clearly visible. Maybe this will help you: they'll reject the same document again if you send the same one over and over. Good luck!

Hi, congratulations on your win. Apparently, these are the casino's limits, and I think they are quite low, but from what I've seen, players do get their money, albeit sometimes with a delay. I hope that will be the case for you too, and if you have any problems, you can definitely contact us and we will try to help. 

Just make sure you don't lose the money and don't cancel the withdrawal. 

I don't understand what you should do when they want the same thing again and don't tell you anything. You say they should have contacted you by email, and that's what I would expect from them. 

There's nothing else to do but be patient and wait for our team. In the complaint, there is a timer in the upper right corner that always counts down to a response. So if the casino doesn't do anything, you have to wait. I know it's unpleasant, but on the other hand, it's necessary.😕

i agree with you 100%, i am just used to such an excuse.. glad to know they at least try to be "faster".

Well, that's what they seem to be telling you, but it's not true. I've been dealing with this since January 28th, and it's always the same excuses. It's getting boring.

Well, we're still in the same situation as when I started. Yesterday, a VIP manager named Iker had the decency to email me to reassure me, saying he was personally handling the case and that the document I sent with the bank's stamp was correct. He said he would contact the verification department to ensure there wouldn't be any further problems with the document because it was indeed correct, and that everything would be resolved yesterday and I could access my winnings. But what I find is the same old story: all lies. They deceive me, promise me things they then don't deliver, and I think they're just laughing at me. This is a nightmare, and on top of that, I email them and they don't even bother to reply! Of course, I understand, because they're running out of arguments. Please, I don't know what else to do.

Has anyone had their case reversed and been able to recover their profits, or are we all still in the same situation?

I know it's frustrating for you, waiting and still not having your money, and the casino is trying to reassure you. With an open complaint, I believe we will be able to help you. But you need to be patient. Try to give it a rest for a while and give yourself a break and wait what happens. If you worry about it every day and the casino doesn't give you any updates, you'll keep hearing the same thing over and over again, or they won't tell you anything. 

As for other players and their resolved issues with this casino, from what I've seen, the casino has settled the recent complaints where players were waiting for their money. 

Even though I know how you feel, please try to keep a cool head.

Okay, that's what I'm trying to do, not think about it too much, but it's uncontrollable knowing I have to withdraw €3553 and they keep telling me the same thing, even though all the documentation was sent days ago and it's correct. All I want is to be done with this once and for all and never go back to that casino. I would appreciate your help whenever it's appropriate. My complaint was submitted here a week ago and tomorrow I'll be up to the deadline for filing a complaint. Thank you very much for your reply. Best regards.

Yes, and you have to wait for the complaint. I know it's not the fastest way, but it's not possible to get to everyone right away. I believe it will have a happy ending, but we'll have to wait for everything.

Okay, Jaro, no problem, but could you tell me what the next step is? I don't know what needs to be done after that.

We are currently collecting information from you. Each party always has a week to respond, and you can see the timer in the upper right corner of the complaint. Once we have everything we need, your case will be forwarded to a resolver who will contact the casino. Then we will just have to wait if they respond and how the whole thing is resolved.

Okay, I imagine you're referring to this stopwatch. Once the time is up, we'll process it 🙏 I hope this nightmare ends once and for all, thank you

Yes, it's a timer. When our team responds, you automatically have 7 days to respond as well. When you respond, our team has 7 days to respond. When we invite the casino, they have the same amount of time to reply.

I also hope that this case will be resolved for you, and above all, positively. I know it's not easy, and I commend you for sticking with it.

I wanted to let you know that last night, the VIP manager Iker contacted me by email asking for more documentation. This is outrageous! I sent him the documents they requested last night, and we'll see what they say. They're just putting obstacles in my way. This is too much. I don't know how to get my money back. Anyway, I have 3 hours left to file the complaint. I hope to speak with you soon. Thank you.

I’m still checking things out here. Has anyone already withdrawn without issues?

I don't really have anything to say about that. I don't know whether to laugh or cry. We'll have to wait and see what our team does.

Jaro, one question: will the team contact me now? I have 25 minutes left for my complaint to be processed.

Hello, this casino is nothing but trouble. I advise you to run and not play there anymore if you don't want any more problems.

When you receive a response to your complaint, you should be notified of this change by email.🙂

According to what I see you have response from our team already.