Spinbara Casino - La retirada del jugador se ha retrasado.

Hello,

After the casino confirmed my refund and processed the payout due to an unjustified reopening, I still haven't received the money after more than 10 days. I'm getting no response to my emails and inquiries.

Hallo,

nachdem mir das Casino auf Grund einer ungerechtfertigten Wiedereröffnung die Rückzahlung bestätigt hat und die Auszahlung getätigt, habe ich auch nach über 10 Tagen noch keinen Geldeingang verzeichnen können. Auf Emails und Nachfragen bekomme ich keine Antwort.

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Spinbara Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Were you previously self-excluded from Spinbara Casino?
• If so, could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
• Could you please advise on the timeline of the events? Specifically, when did the casino reopen your account, and when were you informed about the refund?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

I contacted their chat service in the meantime. The amount of €1,500 was transferred to me. Unfortunately, it was from an IBAN that is blocked at my bank. So the money was transferred back to the casino. It should already be credited to their account.

I have now sent the casino a different IBAN and hope that the amount will finally be transferred.

I wasn't aware of the blocked IBAN. However, despite my assurance that my request would be given priority, the casino hasn't responded to my email.

I can gladly send you the correspondence.

Hallo Attila,

ich hatte zwischenzeitlich Kontakt mit dem Chatservice. Der Betrag i.H.v. 1.500 € wurde an mich überwiesen. Leider von einer IBAN die bei meiner Bank gesperrt ist. So wurde das Geld an das Casino zurücküberwiesen. Es müsste auch da schon verbucht sein.

Nun habe ich dem Casino nochmal eine andere IBAN übersandt und hoffe das der Betrag jetzt abschliessend überwiesen wird.

Ich wusste das nicht mit der gesperrten IBAN. Aber auf die Zusicherung das mein Anliegen bevorzugt behandelt wird, gab es seitens des Casinos auch keine Reaktion per Email.

Den Schriftverkehr kann ich Ihnen gern zu kommen lassen.

Email sent

Email ist raus

The email could not be delivered.

Email konnte nicht zugestellt werden.

Hello Andi1986,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

So, inquiries in the chat are only met with empty promises and the message that it is supposedly being worked on with the highest priority, which is hardly believable after 2 weeks, and emails asking for an update are ignored as well.

Also auf Anfragen im Chat wird man nur vertröstet und mitgeteilt, dass angeblich mit höchster Priorität dran gearbeitet wird, was nach 2 wochen wenig glaubhaft ist und auf emails nach einem Stand wird genauso wenig reagiert.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

In case you are unable to reach me through my email, you can also try the following email address: complaint@casino.guru

Thank you for your patience and cooperation.