Spinbara Casino - El jugador afirma que el pago se ha retrasado.

Hello,

I wanted to share my experience with Spinbara regarding my recent withdrawal requests, as I’ve become extremely stressed and worried about whether I’ll actually receive my funds.

On Saturday 20/12 I deposited 40 EUR: 20 once and 20 another time. I didn't use any bonuses and won 4k EUR, which I'm now trying to withdraw. The daily withdrawal limit is 500 and you can have max 3 open requests.

I requested three withdrawals of €500 each using my BOI Visa card. Here’s the full timeline of events:

Saturday, 20/12: I submitted my first withdrawal request of €500.

Sunday, 21/12: I submitted my second withdrawal request of €500.

Monday, 22/12: I submitted my third withdrawal request of €500.

All withdrawals were low-risk, with no bonuses attached, and my account did not require verification according to the site. I have never had any issues with other casinos, and all my previous withdrawals were processed quickly.

After submitting the requests, I contacted live support multiple times. Initially, I was told my withdrawals were being processed normally and would reach my account very soon. However, as of now, the status of all three withdrawals is still "Under Review". I have not received any email notification, and the withdrawals have not moved to the "Approved" or "Processed" stages.

Here are some examples of the messages I received from support:

They assured me that the withdrawals are "processing normally" and will be completed shortly within the stated timeframe.

When I expressed my concern at 4:30 PM on business day 3, the agent confirmed that the finance department is actively working on it and my withdrawals have been informed once again from their side, but they could not provide a specific time.

It has now been three business days and five calendar days since my first withdrawal request, and the lack of movement is extremely worrying, especially considering the casino’s stated timeframe of up to 3 business days. I also noticed that Spinbara works on a schedule from 6 AM to 5 PM, so as of late afternoon, it feels very late in the day for any updates.

I have read multiple reviews on Casino Guru about delayed payments, and it seems that this is not an isolated issue. Some players report withdrawals being delayed for weeks, sometimes requiring repeated communication with support, while others report that low-risk withdrawals are processed quickly. My experience seems to fall somewhere in the middle, but the current delay is far beyond what I expected.

I have never had to verify my account, and there are no bonus conditions interfering with these withdrawals. I have also not touched my funds since the withdrawal requests, so there is no reason for them to cancel or delay them further.

At this point, I am extremely anxious and frustrated and I want the casino to send me my withdrawals. I still need to withdraw my remaining 2.5k balance.

I request my funds from the casino. Also, their limits are also misleading as when you try to withdraw it says 10-3000. Very disappointed, I wanted to leave a positive review had I received my funds as I love the casino layout but delayed withdrawals for no reason is not acceptable. Especially considering the holidays are coming my withdrawals will take ages if they ever pay them.

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Stay safe.

Dear aqqn15,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I've been contacting live support as it's business day 4 since my withdrawals and I keep getting reassurance I'll get paid swiftly, yet no update. It's weekend again, which means further delay. This is very stressful and feels like my funds will never be received.

I have never experienced delays like this before with any other casinos and I played on a lot of them. I trusted Spinbara's T&Cs when submitting these withdrawals. The prolonged uncertainty is causing me significant stress.

I contacted support again as they keep saying my request is being escalated but obviously it hasn't and the delay is affecting me both financially and emotionally. I hope Casino Guru can help me with this. I still have a tiny hope to receive them on Monday, work day 5 and 9 calendar days since my requests.

I'm not touching the casino until I see the funds in my account.

I still have another €2,500 to request, so the stress will continue for some time. This is not fair to players, and I hope the casino realizes that such delays break trust and push players away.

2 weeks until Casino Guru can help is a very long time. My complaint is still pending approval. I kindly ask for your help.

Customer support doesn't help me at all, they keep giving me false reassurance that my funds are safe and my requests are in the final stage of processing.

This casino is giving me unnecessary anxiety. I just want my fairly won money.

Please help me. My account still requires no verification. I haven't touched my account ever since my requests so it doesn't affect my withdrawals. The requests were made to the same card I deposited with (Visa).

Update (Day 10): My withdrawals are still "under review" with no verification requested and no progress at all. Support continues to give me generic copy-and-paste responses, and nothing is being resolved. I have documented every message and every delay that I can forward by email. I am simply waiting for my legitimate winnings to be approved but they are held for no reason. I know funds take time to credit your account but mine are still with the same status "under review".

Please note my winnings are with no bonuses and from playing slots only. I won them on a single game - snip below.

Update:

My first three withdrawals were approved and paid yesterday. I now have two additional withdrawals pending from 31/12 and 01/01 and my account still requires no verification. After the credited withdrawals and the 2 new 500 reuests my balance was 1,500. My account balance is now €5,800 after winning additional funds as I decided to play with 500 max before my next payments (no other deposits were made). I played slots only and no bonus involved.

Customer support said the holidays caused the previous delay. Now that the holidays have passed after today, 01/01, I expect the casino to respect their T&C and process my next withdrawals within their stated timeframe of 1-3 business days.

I'd like to keep my complaint open until the remaining funds are fully paid, as further delays might occur. If one withdrawal takes at least double the time stated I'm afraid withdrawing all my winnings will take months. If the casino sticks to their 1-3 business days, I'd be more than happy. I want to see how the next payments go and keep you updated.

Thank you.

Dear aqqn15,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello. I received my first 3 withdrawals of 500 EUR each, on business day 7 and after 11 calendar days from the 1st one dated 20/12.

I currently have 3 more pending withdrawals of 500 EUR each dated 31/12, 01/01 and 02/01 and a remaining balance of 5,300 EUR.

No verification is required on my profile.

I kindly ask the casino to process these withdrawals and the following ones within their stated timeframe of 1-3 business days as their delays are unjustified.

If any documentation/verification is required they should request it within this timeframe as well to avoid unnecessary delays.

I'd like to keep this complaint open until I see them processing my withdrawals on time. Thank you.

Dear aqqn15,

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, Martina (martina.b@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,

Attila G.

Dear aqqn15,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinbara Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawals have taken so much time?

Thank you in advance for providing the information.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear aqqn15,

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,

Martina