Spinbara Casino - general discussion (page 7)

Ela file. If I may step in. As I can see from your previous posts, unfortunately, the autotranslator did not get your messages right, and the translation here was completely wrong, which actually led to the misunderstanding from Radka's side.

Please let me explain. We do not work for any online casino; we are simply administrators of this forum. Our site also includes the complaints part, where we help our users, and our role is to mediate between them and the casinos.

That is why Radka offered you to file a complaint. You can do it at any time whenever you believe that some online casino doesn't treat you right, actually. Then we try to do everything possible to help out, and if a player does everything right, we try to make the casino fix their behavior against this player.

So, if you have any questions, please surely do not hesitate to ask us about anything related to all this. Hopefully the translator will do its job correctly this time.

Thank you for intervening, of course they don't pay the players and others have complained, as you can see, if they don't have money to pay, we should close the accounts because they have many different casinos.

Questa conversazione è di ieri sera, io ho chiesto se serve la verifica kyc e loro hanno risposto che non serve per ora, poi ho chiesto come mai c’è ritardo e ha detto che mi scriveranno dal dipartimento finanziario. Sto aspettando…

Alin

How long will it take? Because i didn’t recieve any emails for the kyc verification, it is my supposition that in need to do it because i didn’t recieve any of my withdrawals in 9 working days i’m still waiting for them

(06:05:38)Gennie

Thanks for holding, Kindly note that any requested documents for verification need to be uploaded via the website only, using the Document Verification Service. This can be found under "Settings => Verification" in your account.

However, after checking your account I can see that verification is not needed at the moment, therefore there is no need for any documents now. In case verification is initiated in the future you will be able to see it from the Verification tab of your profile, which in that case will show as status "Verification required" and then you will be able to upload the requested documents.

(06:06:33)Alin

Va bene invece si hanno novità sui miei prelievi? Perché sono passati davvero tanti giorni

(06:07:45)Gennie

No worries let me ask for your withdrawals status and I'll have an answer for your shortly!

(06:10:17)Alin

Ok

(06:13:31)Gennie

I'm still waiting for a response from the department, but don't worry. I'm doing everything I can to get it as soon as possible. I'll let you know as soon as I have any updates.

(06:15:14)Alin

Va bene basta che non si chiude la chat perché mi è già successo di aspettare poi si è chiuso tutto

(06:17:35)Gennie

I really appreciate your patience. I'm still waiting for a response from the relevant department. Please stay tuned to the chat; I'm sure we'll have confirmation soon

(06:17:51)Alin

Va bene grazie

(06:21:44)Gennie

We're working on your request, but due to the large number of requests, it's taking a little longer. Don't worry, I haven't left; I'll be here to update you as soon as we have a response.

(06:22:04)Alin

Va bene io sono qua

(06:27:06)Gennie

Thank you for your patience. The responsible department informs me that they have escalated your withdrawal request due to the delay to the financial verification department. In this case, as soon as they verify what is necessary to complete your withdrawal, they will respond to your email address as soon as possible.

(06:27:59)Alin

Si sanno le tempistiche più o meno?

(06:30:51)Gennie

I wish I could give you an exact time however this can only be accessible by the relevant team however I can see that it has been forwarded and they are on it right now the answer at your email should arrive soon as it is processed

Hey guys, they tell you all the same things, know the same things, and I apologize and take into account the workload. I will send a message to the finance department and not do the same thing again to all the players.

I just completed the KYC verification, so they should be unblocked. The department emailed me. Everything's fine.

No worries. If you ever change your mind, we'll be here ready to intervene.

I'm glad that everything is fine. Please let us know whenever you receive your winnings, please.

Rbky

Hello, any issues or just passing by?

Yes, I want you to intervene and pay me, okay, it's not going to work anymore. I keep telling them the same thing and they keep telling me the same thing. It's getting boring if they don't have to pay us. Let them say it. I'm not the only one waiting. Many players are waiting.

I'll update you shortly once the verification is complete and I actually receive the money. Thanks for your support so far.

How long have you been with the money that they didn't put in your account?

Today is 10 working days, in fact they told me that since 10 working days have passed I will have to do the KYC verification, usually after the KYC verification they will pay.

It's happened to me before. It's still €20,000, so they might check it.

I'm talking about a large amount, I wish you would take it. I have about 15 pages with this story and we're talking about an insignificant amount of 225 euros.

I would also like to share my experience with Spinbara here.

I will write directly in English to avoid any misunderstandings due to translation.

You can find my complaint below:

https://de.casino.guru/beschwerden/spinbara-casino-das-konto-des-spielers-wurde-geschlossen-1

First of all, thank you for this great forum and for providing a transparent and open space to discuss online casinos.

My experience with Spinbara and the Stellar Ltd. group (https://stellar-casinos.com/

) has been thoroughly negative.

Three of my accounts within the Stellar Ltd. group were closed at the same time after I initiated a withdrawal at Librabet.

I have already successfully resolved two complaints at AskGamblers against Stellar Ltd. (Bassbet, Librabet):

https://www.askgamblers.com/casino-complaints/bassbet-casino-bassbet-blocking-verified-account-and-withholding-player-balance

https://www.askgamblers.com/casino-complaints/librabet-casino-librabet-blocking-account-and-withholding-player-balance

Unfortunately, Spinbara was not listed on AskGamblers, which is how I came across this forum.

I have been struggling with Spinbara for three months now.

Their tactic is always the same: the chat support pretends not to understand, gives contradictory answers, and avoids providing real information. I have documented every chat conversation—screenshots, transcripts, everything.

Some responses contradict each other so much that one could clearly consider them outright lies.

I have sent my KYC documents ten times already, always in the highest quality. The exact same process as with Bassbet and Librabet. But Spinbara remains silent.

Since the number of complaints about Spinbara is clearly increasing here, I do not understand why Casino Guru does not reach out to the affiliate team of Stellar Ltd.

I cannot understand how Spinbara and the other casinos in the group can be rated 8.9/10.

I fully understand that this forum is funded through affiliate income, but fairness and transparency must still be maintained. I am also aware that Stellar Ltd. pays generous affiliate commissions—but none of that helps us players. We rely on realistic and fair evaluations of casinos.

There are plenty of reputable and positive casinos out there.

I am happy to provide my chat logs and screenshots to you, Romi. I am also willing to discuss everything via email or chat.

Unfortunately, your colleague Kubo has not replied to my email so far.

Thank you for your great work, and thank you in advance for your help with Spinbara.

Please file a complaint here if you'd like our team to try and intervene in your case.

Unfortunately, as I can see, the casino hasn't responded to your complaint yet, and that is why it is not moving forward.

Please know that I wouldn't be able to do much about this situation, so it is really not necessary to send me anything.

Our complaint team has to deal with hundreds of complaints every day, and that might be the reason Kubo hasn't replied to your email. If a casino doesn't communicate with us, we are unable to investigate the matter because we need information from their side to do so, actually.

Please be sure that we will try to get in touch with the casino also outside of your complaints thread, and hopefully then we'll get more information.

Does this mean, conversely, that the complaints will simply be ignored if the casino doesn't respond? As I said, this is just a brand of Stellar Ltd. I assume you're already in contact with the group anyway. But I'll wait the remaining three days until the second response deadline for Spinbara expires. And then?

Yes, of course I understand you have a lot on your plate. But you won't let us down, will you?

Anyway thanks for quick respone and a nice sunday to you

Far from the casinos bass bet pistolo spin bara radokat trafomania and many others it is a special website and in the chat it is the same people in these casinos that I mentioned they shave the players and do not pay them

Well, the complaint is not ignored from our side, that's for sure. Unfortunately, if the casino won't cooperate, though, we have no choice but to close the complaint as unresolved, and it will negatively impact their rating.