Spinbara Casino - Igrač tvrdi da mu je isplata odložena.

Hello. I've been waiting for a withdrawal since June 17. This isn't the first time I've withdrawn, but since I won such a large sum, they don't want to withdraw it on time and don't ask me to undergo certification.

Здравствуйте.С 17.06 жду вывод средств, уже не первый раз выводил но как выграл такую сумму не хотят своевременно выводить,сертификацию не просят проходить.

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.

Dear Sergejs15,

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

Hello. They don't require me to undergo verification.

Здравствуйте.Они не требуют чтобы я прошел вертификацию

Their rules say within three working days, so why are they breaking their own rules?

У них в правилах написано в течение трёх рабочих дней,так почему они нарушают свой же правила?

I want you to do something about this casino because they are deceiving people.

Я хочу чтобы вы что-то сделали с этим казино так как они обманываю людей.

Today it's been 9 days and I still haven't received anything and I'm 100% sure that I won't receive anything.

Сегодня уже 9 дней прошло а я так нечего не получил и уверен но 100 процентов что ничего не получу

Today they even stopped communicating on Live Chat. Why can't you intervene earlier? I know I won't get anything. They're doing this on purpose so I'll cancel and lose.

Сегодня они даже перестали в live čate общаться,а почему вы не можете вмешаться раньше?так как я знаю что не получу не чего ,они это специально делают чтобы отменил и проиграл.

Hello, I'd like to address the fact that I asked in the chat not to send me more bonus offers. Why do I get this every day? I wrote at 1:00 two days ago, and this is what I received today.

Здравствуйте есче рас хочу есче обратится с тем что я попросил в чате чтобы мне не присылали больше предложений на бонусы так почему я каждый день это получаю я писал в час два дня назад,вот что получил сегодня

Hello. I'll answer your questions right away: I didn't play with bonuses, but I did withdraw money before, I played at the casino.

Здравствуйте.Сразу отвечу на ваши вопросы я играл не на бонусы,да я раньше выводил я играл в казино.

I've seen a lot of complaints about this casino lately, all with the same issue, and everyone's winnings are quite large. I'm asking the casino's support team to look into this matter.

Я смотрю что в последнее время на это казино поступило много жалоб с одним и тем же вопросом и у всех сумма выигрышей приличная, поэтому я прошу поддержке казино гуру разобраться с этим казино.

Hello. From this correspondence, it is clear that they consider this delay normal.

Здравствуйте.По этой переписки выдно что они считают такая задержка нормально.

Hello. I'm also providing correspondence stating that I don't have to undergo any verification, and there isn't even a provider verification. They simply say we're experiencing delays, so how long can these delays be? It's already been 12 days.

Здравствуйте.Вот есче предоставляю переписки где сказано что я не должен проходить не какую проверку и даже нет проверки провайдера.Они просто говорят у нас задержки так сколько они могут быть эти задержки, сегодня уже 12 дней прошло.

I lost everything in this casino, but I want you to help me block my account permanently?

Я проиграл все в этом казино.но я хочу чтобы вы мне помогли заблокировать на всегда мой аккаунт?

I received a bonus on my phone again, and I asked to be mentioned three days ago. I even sent you screenshots. Help me permanently close my account and stop receiving bonus offers.

И мне опять пришел бонус на телефон а я просил три дня назад отметить я вам даже прислал скриншоты.помогите мне навсегда закрыть аккаунт и чтобы не приходило предложение о бонусах

Hello. Is it possible to get a refund if I at least write back the deposit I made, since they lied about the withdrawal and I waited almost 14 days?

Здравствуйте.Можно что-то вернуть если им написать хотя бы внесённый депозит из-за того что они обманули с выводом и я ждал почти 14 дней?

Dear Sergejs15,

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.

I lost all my money yesterday. I think it's unacceptable to wait this long. I've withdrawn money before, and it's taken me three days to withdraw it. I want you to help me close my account permanently.

Я вчера проиграл все средства,я считаю что так долго ждать это не приемлимо я не первый раз выводил раньше сразу выводили в течение трёх дней.Я хочу чтобы вы мне помогли закрыть аккаунт без возможности восстановления?

Dear Sergejs15,

I am very sorry to hear that you lost your funds while waiting for the withdrawal to be processed. I understand how frustrating this situation must be.

I also noticed that you would like to permanently close your casino account. Before we proceed, could you please clarify how you would like the casino to handle your account?

Would you like to self-exclude due to gambling addiction or gambling-related concerns? This option is intended to protect players who feel they may be losing control over their gambling.

Or would you simply like to permanently close your account without self-exclusion, for reasons unrelated to gambling addiction?

Thank you for your reply,

Karla.

I want to permanently exclude myself from gambling addiction. I've emailed them about 20 times, and they say we can't find the registration email. I just asked them to change the email in my profile a couple of days ago, and they say no. And I want you to do something about this casino with such long delays. You can see for yourself how many complaints have been filed against this casino lately.

Хочу на всегда самоисключится иза игровой зависимости.Я писал им на почту раз 20 они пишут мы не можем найти почту регистрации,просто пару дней назад я просил их поменять почту в профиле поменяли а они говорят что нет.И я хочу чтобы вы как-то повлияли наюэто казино с такими долгими задержками ,вы сами видите сколько в последнее время открыто жалоб на это казино.

I received a letter from them about closing, I responded as needed, but there has been no response for 2 days now.

Я от них получил письмо на закрытие я ответил что нужно было но уже 2 дня нету ответа.

Dear Sergejs15,

Thank you for your reply and for the update.

I am sorry to hear that you are experiencing these difficulties.

Could you please send me the email communication in which you requested to be permanently self-excluded due to gambling addiction, as well as any replies you have received from the casino regarding your request? You can send the emails to karla.m@casino.guru or attach screenshots directly to this complaint thread.

This information will help us review whether the casino handled your self-exclusion request appropriately.

Thank you very much for your cooperation. I look forward to your reply.

Karla

They closed it at my request and 2 days later I wrote and they opened it for me again? How is this possible?

Dear Sergejs15,

Thank you for your update.

I understand your concern. In order for me to properly investigate what happened, I kindly ask you to send me the following:

• A copy of your self-exclusion request in which you asked the casino to permanently self-exclude your account due to gambling addiction.
• All communication between you and the casino regarding your self-exclusion request, including their replies.
• Any communication regarding the reopening of your account.
• Screenshots of your withdrawal requests and withdrawal history, if available.
• Any other relevant communication you have had with the casino concerning your account and withdrawals.

The most important information for our investigation is the communication regarding your self-exclusion request, as this will help us determine whether the casino handled it appropriately.

You can either attach the screenshots directly to this complaint thread or send them to karla.m@casino.guru.

Thank you in advance for your cooperation. I look forward to your reply.

Karla M.

Hello. My account was blocked, then unblocked at my request. Now I'm waiting for the funds to be withdrawn. If it doesn't arrive on time this time, I'll file a complaint again.

Здравствуйте.Мне заблокировали,потом по моей просьбе разблокировали.Теперь я жду вывод средств.Если на этот раз вовремя не придет я буду опять открывать жалобу.

Dear Sergejs15,

Thank you very much for your update.

I understand that your account has now been reopened and that you are currently waiting for your withdrawal to be processed.

Could you please provide a screenshot showing your currently pending withdrawal(s) in your casino account?

I would also kindly ask you to answer the questions from my previous message, as I still need this information to properly investigate your case:

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Please send emails or chat transcripts to my email at karla.m@casino.guru, or attach screenshots directly to this complaint thread.

Please note that if I do not receive the requested information, I will unfortunately be forced to close the complaint, as I need these details in order to proceed with the investigation.

Thank you very much in advance for your cooperation. I look forward to your reply.

Dear Sergejs15,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru