Spinbara Casino - Povlačenje igrača je odloženo.

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.

Hello,

I sent the emails as a PDF to your email address. That worked.

Hallo,

Habe die Emails als pdf an deine Emailadresse geschickt. Da hat es funktioniert.

Hello,

Thank you for your reply and for forwarding the correspondence.

Could you please also send me your original self-exclusion request, along with the casino's response confirming your self-exclusion? This will help us verify the full timeline and assess the circumstances under which the refund was approved.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

An email containing further correspondence has been sent.

Regards

Hallo Attila,

Email mit weiteren Schriftverkehr ist versandt.

Lg

Thank you for your response. Could you please provide a bank statement for the relevant period, indicating that the payment in question has not been received?

Thank you for your patience and cooperation.

Hello Attila,

The documents have been sent.

Best regards

Hallo Attila,

Die Unterlagen sind verschickt.

Mit freundlichen Grüßen

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, Igor (igor.p@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

Dear Andi1986,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Spinbara Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Spinbara Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinbara Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear all,

Thank you for contacting us.

We would like to inform you that, from our side, the player’s refund has been successfully processed. In the meantime, please allow us some time to check with the relevant department whether the funds have been returned by the bank. We will contact you as soon as we receive an update.

Kind regards,

Spinbara

Dear Andi1986,

According to the casino, the refund was fully processed on their side.

Please let us know whether this information is correct.

Hello,

As mentioned several times already, the transfer was blocked by my bank and returned. Because of this, I sent the casino a different bank account number. They haven't responded to these emails. Instead of investigating the matter, they keep referring to the single withdrawal. But the money is back with the casino, and has been for over two months now.

Hallo,

Wie bereits mehrfach erwähnt ist die Überweisung von meiner Bank geblockt wurden und zurück überwiesen. Auf Grund dieser Tatsache hatte ich eine andere Bankverbindung zum Casino gesendet. Und auf diese Emails haben sie nicht reagiert. statt den Sachverhalt zu prüfen word immer noch auf die eine Auszahlung verwiesen. Aber das Geld ist wieder beim Casino und das seit nun mehr 2 Monaten.

Dear Spinbara Casino,

Please provide the result of your investigation into the returned €1,500 transfer. If the funds have reached you or your payment provider, please arrange a new transfer using the replacement payment details already provided privately and confirm once it has been processed.

Thank you.

Hello,

The email containing the account statement and bank details has been sent.

Regards

Hallo,

Die Email mit Kontoauszug und Bankverbindung ist versandt.

Mfg

Dear Spinbara Casino,

According to the player, the requested bank statement was sent to you. Please review it and let us know your findings.

Dear all,

We kindly inform you that, following an investigation with the relevant department and further checks with the payment provider, we can confirm that the withdrawal has been successfully completed from our side.

Moreover, the provider has supplied us with proof of payment, which we are providing to you so that you can contact your bank and ask them to locate the transaction.

We kindly advise you to share the attached proof of payment with your bank to assist them with their investigation.

Should you require any further assistance, please do not hesitate to contact us.

Kind regards,

Spinbara

Dear Casino Team,

I have already sent you confirmation from my bank several times that the amount was not accepted because of a blocked IBAN and the money was returned to the sender, i.e., you.

Did they even check if the money was returned to you? I've been told often enough that the matter is closed on your end. This is outrageous!

You made one transfer and that was it. Transaction closed...So I request proof that the money did not arrive in your account on June 16th or in the days following.

Thanks

Wertes Casino-team,

Ich habe Ihen auch bereits mehrfach die Bestätigung meiner Bank gesendet, dass der Betrag nicht akzeptiert wurde, weil gesperrte Iban und das Geld zurück an den Absender ging, also Ihnen.

Haben sie denn überhaupt geschaut, ob das Geld bei Ihnen wieder eingegangen ist??? Das der Vorgang Ihrerseits abgeschlossen, das hat man mir oft genug gesagt. Das ist eine Frechheit!!!

Sie haben einmal eine Überweisung getätigt und dann war es das. Vorgang abgeschlossen...Also bitte ich um übersendung eines Nachweises, dass das Geld bei Ihnen am 16.6. Bzw. Die Tage danach nicht eingegangen ist.

Danke

Dear Spinbara Casino,

The existing payment confirmation shows only that the original €1,500 transfer was completed initially. It does not address the player’s evidence that the transfer was subsequently rejected and returned.

Please provide a final trace from your payment provider showing whether the funds were returned to the sender or provider and where they are currently held. Please send any private payment records to me at igor.p@casino.guru.

The player has already supplied the requested statement, the bank’s return confirmation, and replacement bank details.

Thank you.

Dear all,

Thank you for the reply.

We would like to inform you that we already request from the relevant department to check with the provider if the Funds bounced back to us, Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Spinbara

Dear Spinbara Casino,

Thank you for your update and insights.

Please do not hesitate to let us know once there is any news to share regarding this case.

Dear all,

Thank you for the patience.

We would like to inform you that we are waiting from provider reply so we would like to ask for some more patience.Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Spinbara

Dear Spinbara Casino,

As I mentioned in my previous message, thank you for informing us that you are actively reviewing this case.

Please let us know once there are any updates regarding this complaint.

Dear all,

Thank you for the patience.

We would like to confirm that no returned funds have been credited to our account to date.

Following an escalation to our Finance Department, they provided a screenshot of the initial update shared on August 20th as confirmation of the completed transaction. Furthermore, they have re-verified that these funds have not been returned to our system or credited back to the casino account.

To help us investigate this further, could you please provide official documentation from the bank confirming that the transaction was successfully reversed to us?

Thank you for your cooperation.

Kind regards,

Spinbara

Dear Andi1986,

Please ask your bank for an official written confirmation that the €1,500 transfer was reversed. The document should identify the original transfer, the return date, etc.

Please send the document to me and casino by email.

Thank you for your cooperation.

Hello everyone,

The bank requested the letter. I hope it arrives quickly.

Regards

Hallo zusammen,

Das Schreiben wurde von der Bank abgefordert. Ich hoffe es wird schnell zugestellt.

Mfg

Dear Andi1986,

Thank you for your response and for informing us that you have requested the letter.

Please reply when there is any update regarding this complaint.

Hello,

The confirmation has just been sent via email.

Regards

Hallo,

Die Bestätigung wurde so eben per Email versandt.

Mfg

Dear Spinbara Casino,

The player has now provided the official bank confirmation you requested. It confirms that the €1,500 transfer was rejected and returned to the sender.

Please review the document already sent to you by the player and trace the returned funds with your payment provider.

Thank you.