Spinbara Casino - Povlačenje igrača je blokirano nakon kašnjenja verifikacije naloga.

Casino Name: Spinbara

Issue Type: Withdrawal blocked / Verification abuse

Amount involved: (€22,000 )

Account status: Under verification (over 4 months)

Complaint Description

I am submitting this complaint regarding Spinbara’s repeated and unjustified refusal to complete my account verification and process my withdrawal.

It has been more than 4 months since my withdrawal was frozen under the excuse of "verification". During this time, I have fully cooperated and submitted all requested documents multiple times.

Key facts:

Spinbara repeatedly asks for Proof of Address, even though I have already provided:

Original PDF bank statements issued directly by Novo Bank and Millennium Bank

Documents downloaded directly from official bank apps / emails

Address matches exactly with my casino account

I personally visited both banks. The banks confirmed clearly that:

These PDFs are original source documents

Banks do NOT issue any other format

The documents are NOT scanned or edited

Despite this, Spinbara keeps rejecting the same documents with generic replies like:

"Documents not acceptable"

"Scanned documents not allowed"

Without explaining what exactly is wrong

Skrill transaction history was already provided and later stopped being requested, meaning it is clearly accepted.

I have contacted support over 100 times via chat and sent 50+ emails.

Each agent gives a different answer. There is no consistency and no accountability.

My account was allowed to:

Deposit

Play

Lose and win money

Without any verification required

Only after I requested withdrawal, the account was suddenly locked under "verification".

Other licensed casinos (using Skrill) verified me within hours using the same documents.

Why this is unfair

Spinbara is:

Repeating the same request intentionally

Rejecting valid documents without explanation

Delaying payment indefinitely

Creating mental stress and financial hardship

This behavior strongly suggests deliberate obstruction of withdrawal, not genuine verification.

What I request via Casino Guru

Independent review of my submitted documents

Pressure on Spinbara to clearly explain rejections OR approve verification

Immediate processing of my withdrawal

I have acted honestly and transparently. I am only asking to receive my own money.

My original documents has been rejected by spinbara

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 negative experience with Spinbara Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Other than documents scanned using a scanner, have you provided photos of these documents and/or original PDFs received from your banks?
• Is your player's account currently accessible to you?
• Could you please list which documents were acceptedby the casino and which weren't?
• Could you please share with me your recent communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Hello Tomas,

Thank you very much for your response and for taking the time to review my complaint. Please find below clear answers to your questions, along with additional important context.

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1. Documents provided (scanned vs original)

Yes. Other than scanned documents, I have provided the following:

- Original PDF bank statements, downloaded directly from official bank applications (Novo Banco and Millennium BCP)

- Original PDFs received directly via official bank emails

- Financial Domicile / Address Certificate, issued by an official financial authority, provided in original PDF format

I personally visited both banks, and they confirmed that:

- These PDFs are the only official format they issue

- There is no alternative "non-scanned" or different version available

Despite this, Spinbara keeps rejecting them by stating "scanned documents are not accepted", without explaining what acceptable alternative exists.

---

2. Player account accessibility

Yes, my account is technically accessible, but it has been showing "Under Verification / Under Review" for more than 4 months.

Because of this:

- My withdrawal is completely frozen

- I cannot access or withdraw my funds

---

3. Documents accepted vs rejected

Accepted at earlier stages:

- Skrill payment method (deposit accepted)

- Skrill transaction history for September (submitted multiple times)

Repeatedly requested / rejected:

- Proof of Address

(even though I submitted:

  - Bank statements

  - Financial domicile certificate

  - Government/financial address documents)

Important point:

For weeks, Spinbara kept asking for Skrill transaction history, which I submitted more than 50 times.

Now, they have stopped asking for Skrill history, which suggests it is accepted — yet they continue looping on Proof of Address, even after submitting original, official documents.

---

4. Communication with the casino

I have extensive communication history with Spinbara, including:

- Dozens of emails

- Over 100 live chat conversations

Key issues in communication:

- Different agents provide contradictory explanations

  - Some say: "Documents are under review"

  - Others say: "Documents are rejected as scanned"

- Long periods of complete silence

- No clear explanation of what exactly is wrong with the documents

I will send you:

- Relevant emails

- Chat transcripts

- Screenshots

to [email protected], as requested.

---

Additional important context

- One withdrawal was successfully paid earlier, proving my account is not fraudulent

- Only after winning further funds did my account enter endless verification

- Verification has now lasted over 4 months, which I believe is unreasonable and excessive

- The same documents are requested repeatedly, even after compliance

At this point, it feels less like standard KYC and more like unjustified obstruction of withdrawal.

---

Thank you again for your help. I truly hope that with your involvement, Spinbara will be required to either:

- Clearly explain what specific requirement is not being met, or

- Complete verification and release my funds without further delay

Please let me know if you need any additional clarification.

Kind regards,

Sanjeev ******

[excess rows removed by Casino.Guru admin]

Hello Sk.cse,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Subject

Verification completed by casino but payment still not processed – request for urgent intervention

Dear Casino Guru Team,

I am writing to update you on my ongoing complaint against Spinbara and to request your urgent assistance.

Spinbara has officially confirmed via email (from Adam – Spinbara Support) that my account verification has been successfully completed. In the same email, they requested my bank details in order to proceed with the payment of my balance amount. I have already provided all the requested bank information without delay.

Despite this:

My gaming balance / withdrawal has still not been credited

There is no clear payment timeline

I am receiving contradictory information from Spinbara’s live support (some agents say account closed, others say under review, while email confirms verification completed)

This situation is extremely concerning and stressful, especially since:

Verification is confirmed as completed

No fraud or breach of terms has been communicated to me

The casino has already initiated the payment process by requesting bank details

At this stage, I kindly request Casino Guru to:

Intervene and contact Spinbara directly,

Ask them to provide a clear payment timeline, and

Ensure that my verified gaming balance is paid in full, as per fair casino practices.

I am attaching / can provide the verification confirmation email as evidence if required.

Thank you for your continued support. I sincerely hope this matter can now be resolved fairly and without further unnecessary delay.

Kind regards,

Sanjeev ****

Registered email: [removed by Casino.Guru admin]

Thanks for the information provided and for sharing updates here and via email.

Did you provide the bank information to the casino so they may process a payout to you?

Please let me know.