Spinbara Casino - El retiro del jugador se retrasa.

I am still waiting for a withdrawal from the casino. I have tried to communicate with the casino before making this complaint, without success. They have been told that I will write a complaint if they do not pay out on time. The terms and conditions of the casino state that they must pay out within 3 business days, which they have not done. I see that there are several people who write about the same problems with this casino. Personally, I think they have a slightly high rating here when there is a consistent problem with payouts on this site. Terms and reality do not match each other. There is a maximum withdrawal of 7000 eur per month, this will never be able to be withdrawn, as they do not pay out when they are supposed to. So here is misleading information all the way.

Jeg venter fortsatt på uttak fra casinoet. Jeg har forsøkt å kommunisere med casinoet før jeg lager denne klagen, uten hell. De har altså fått beskjed om at jeg skriver klage, om de ikke utbetaler i tide. I vilkårene til casinoet står det at de skal betale ut innen 3 virkedager, noe de ikke har gjort. Jeg ser det er flere som skriver om samme problemer med dette casinoet. Personlig synes jeg de har en litt høy rating her når det er et gjennomgående problem med utbetaling på denne siden. Vilkår og realitet stemmer ikke overens med hverandre. Det er maks uttak på 7000 eur i måneden, dette vil man aldri kunne ta ut, ettersom de ikke betaler ut når de skal. Så her er det missvosende informasjon hele veien.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share a screenshot of the payout requests that are currently pending, with the date visible? Could you please share your most recent communication with the casino about the delay? My email is [email protected]

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I have been in contact with them, yes, but they give me no explanation as to why they do not comply with their own terms. I have also sent a formal email, which has not yet been answered.

Here is the email:

Hello,

I refer to the withdrawal request sent on 14.12.

According to their terms and conditions, withdrawals are to be processed within 3 business days. It has now been more than this without me receiving confirmation that the withdrawal has been processed, or information about any delay.

I therefore request:

Written confirmation of the status of the withdrawal

Any specific justification if the withdrawal has not been fully processed

Information about expected completion date

If the matter is not resolved within a reasonable time, I request contact information for the responsible complaints body and licensing authority.

Kind regards

Jeg har vært i kontakt med den ja, men de gir meg ingen forklaring på hvorfor de ikke overholder egne vilkår. Har også sendt en formel mail, denne er ennå ikke besvart.

Her er mailen:

Hei,

Jeg viser til uttaksforespørsel sendt den 14.12.

I henhold til deres vilkår skal uttak behandles innen 3 virkedager. Det har nå gått mer enn dette uten at jeg har mottatt bekreftelse på at uttaket er behandlet, eller informasjon om eventuell forsinkelse.

Jeg ber derfor om:

Skriftlig bekreftelse på status for uttaket

Eventuell konkret begrunnelse dersom uttaket ikke er ferdig behandlet

Opplysning om forventet tidspunkt for ferdigstillelse

Dersom saken ikke løses innen rimelig tid, ber jeg om kontaktinformasjon til ansvarlig klageinstans og lisensmyndighet.

Vennlig hilsen

Nå fikk jeg denne mailen fra dem:

Dear Lene ****,

Thank you for contacting the Spinbara.com support team.

We hope this email finds you well!

We sincerely apologize, but at the moment, we do not have any native speakers available to respond to your message. In our effort to respond to you promptly, we will be addressing this reply in English. Thank you for your understanding.

After carefully reviewing your account activity, we noticed that the withdrawal requests you initiated were canceled from your end.

 We understand that this situation may be concerning, and we want to ensure that you are fully informed about the circumstances of this cancellation.

 Please note that if a pending withdrawal is revoked, the process must be restarted with a new request.

If you have additional questions, please feel free to contact us via email [email protected] or via Live Chat.

Yours sincerely,

Spinbara.com support team

Dette var en respons på denne mailen jeg sendte:

Hei,

Jeg viser til uttaksforespørsel sendt den 14.12.

I henhold til deres vilkår skal uttak behandles innen 3 virkedager. Det har nå gått mer enn dette uten at jeg har mottatt bekreftelse på at uttaket er behandlet, eller informasjon om eventuell forsinkelse.

Jeg ber derfor om:

Skriftlig bekreftelse på status for uttaket

Eventuell konkret begrunnelse dersom uttaket ikke er ferdig behandlet

Opplysning om forventet tidspunkt for ferdigstillelse

Dersom saken ikke løses innen rimelig tid, ber jeg om kontaktinformasjon til ansvarlig klageinstans og lisensmyndighet.

Vennlig hilsen Lene ****

Uttaket er absolutt ikke avbrutt og står fortsatt på vent. Se bilder. De unngår spørsmålene mine på mail og lyver om at det er avbrutt. Sikkert for å slippe å svare på det jeg spør om ang. forsinkelser og hvorfor de ikke følger egne vilkår.

They also confirm in chat that it is NOT canceled. What do you do with such dishonest casinos?

De bekrefter også i chat at det IKKE er avbrutt. Hva gjør man med slike uærlige casinoer?

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

Dear J1990,

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,

Tomas