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I requested two withdrawals. On November 13, 2025, I requested a withdrawal of €500. On November 14, 2025, I requested €376. I received the €376 withdrawal late, on November 19, 2025. The withdrawal from November 13, 2025, has not yet been processed. On November 26, 2025, I was asked to verify my identity. I uploaded all the required documents, but this has also not been processed. Despite multiple contacts with support, which only provided standard, copy-and-pasted answers, my €500 withdrawal is still not processed.

Therefore, I am asking for help here.

Best regards

Ich habe 2 Auszahlungen beantragt. Am 13.11.2025 hab ich 500 zur Auszahlung beantragt. Am 14.11.2025 habe ich 376 beantragt. Die Auszahlung von 376 habe ich mit Verspätung am 19.11.2025 erhalten. Die Auszahlung vom 13.11.2025 wurde bisher noch nicht bearbeitet. Am 26.11.2025 wollte man das ich mich verifiziere. Ich habe alle geforderten Dokumente hochgeladen aber auch das wurde bisher nicht bearbeitet. Trotzdem mehrfachen Kontakt mit dem Support, der nur Copy und Past Standard antworten liefert ist meine Auszahlung von 500€ immernoch nicht bearbeitet.

Ich bitte deshalb hier um Hilfe.

Viele Grüße

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 Twista11,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Do I understand correctly that you have uploaded your documents via your casino account?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hello Kristina and thank you so much for your help.

I submitted the following documents on November 27, 2025:

Identity card front and back.

Bank statement for both transfers.

Photo of the credit card, front and back

A selfie of me with my ID card and the open Spinbara Casino website in the background.

I would also like to add that the second withdrawal request, for €376, was processed without KYC verification. However, the first withdrawal, for €500, is still being processed.

The withdrawal page now also states that my account is blocked for withdrawals. I haven't done anything wrong and assume this is only done in the hope that I'll continue playing and lose the payout.

P.S. The verification process states a maximum of 24 hours. However, it's already been 4 days.

Hallo Kristina und vielen Dank für deine Hilfe.

Ich habe am 27.11.2025 folgende Dokumente eingereicht:

Personalausweis vorder und Rückseite.

Kontoauszug beider Überweisungen.

Foto der Kreditkarte vorder und Rückseite

Ein Selfie von mir mit Personalausweis und die offene spinbara Casino Seite im Hintergrund.

Ich möchte noch dazu sagen das die als zweites beantragte Auszahlung über 376€ ausgezahlt wurde ohne kyc Überprüfung. Die zuerst getätigt Auszahlung über 500€ aber immernoch in Bearbeitung ist.

Es steht auch mittlerweile auf der Auszahlungsseite das mein Konto für Auszahlung gesperrt ist. Ich habe nichts falsches gemacht und gehe davon aus das das nur gemacht wird in der Hoffnung das ich die Auszahlung weiter spiele und verliere.

PS. Bei der Verifizierung steht maximal 24std. Es sind aber jetzt auch schon 4 tage

Thank you very much for your reply. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina, unfortunately I never downloaded a screenshot or the chat. I've only ever received copy-and-pasted answers. No one ever told me the real reason.I've contacted support at least 10 times, but it's always the same. I just contacted support again and requested a chat transcript, which I'll send you shortly.The answers were the same as the 10 times before. Thank you for your work and best regards

Dear Twista11,

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, Samuel (samuel.s@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,

Kristina

Thank you very much for the information and for your work.

Dear Twista11,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Spinbara Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Spinbara Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hi Samuel, and thank you for your support. Unfortunately, nothing has changed. Neither the verification nor my payout has been processed yet.

I've given up trying to contact support; they only give standard copy and paste answers, and they assure me every time that it will be forwarded to the responsible authority with priority.

But absolutely nothing has happened for almost a month.

Hallo Samuel und vielen Dank für deine Unterstützung. Es hat sich bisher leider nicht geändert. Weder die Verifizierung noch meine Auszahlung wurde bisher bearbeitet.

Beim Support habe ich aufgegeben nachzufragen, dort erhält man nur Copy and past Standard antworten und es wird jedes Mal versichert das es an die zuständige Behörde mit Priorität weitergeleitet wird.

Aber absolut gar nicht ist seit fast einem Monat passiert.

I have an update. I logged into the casino this morning to check if anything had changed. There was a new verification request from the casino on their website. They're asking for my bank statement from October 15th to November 15th.

And that includes the entire document with all payments. I find that extremely excessive and a blatant disregard for data privacy. Nevertheless, I uploaded the requested file. According to the website, verification takes one day. But my last verification took almost two weeks.

Best regards

Ich habe ein Update. Ich habe mich heute morgen in das Casino eingeloggt um zu schauen ob etwas passiert ist. Es gab auf der Seite eine neue Verifizierungs Anfrage von Seiten des Casino. Man verlangt mein Kontoauszug vom 15.10. bis 15.11.

Und zwar den gesamten mit allen Zahlungen. Ich finde das extrem übertrieben und Datenschutz wird mit den Füßen getreten. Dennoch habe ich die gewünschte Datei hochgeladen. Laut der Webseite dauert die Überprüfung 1 Tag. Aber meine letzten Verifizierungsunterlagen haben fast 2 Wochen gedauert.

Viele Grüße

Dear Twista11,

Thank you for the update. I completely understand your situation and appreciate you keeping me informed. Please let me know how things progress with the verification, and we’ll take it from there.

Dear Twista11,

Thank you uploading the documents.

We acknowledge your request and assure you that it is not our intention to keep you waiting. However, in order to ensure compliance with all necessary protocols, we are also awaiting an update from the appropriate team. 

We will make every effort to assist you in your current situation and will provide you with an update at the earliest opportunity. 

We sincerely appreciate your patience, understanding, and cooperation. Thank you very much. 

Kind regards,

Spinbara Casino team.

It's already been more than a month. You're definitely not doing everything you can.

Es dauert jetzt schon mehr als 1 Monat. Ihr mach garantiert nicht alles was ihr könnt.

Dear Twista11 and Spinbara Casino,

Spinbara Casino, thank you for your update and for actively working on the verification process. I appreciate your efforts and cooperation.

Twista11, I understand your frustration with the delay and I’m monitoring the situation closely. Please continue to keep me informed about any updates from the casino, and I kindly ask that all messages remain polite and constructive so we can resolve this as efficiently as possible.

Thank you both for your cooperation.

I received my money today. Thanks to the Casinoguru team for your support and finally, thanks to Spinbara for processing my winnings.

Have a nice day!

Ich habe mein Geld heute erhalten. Danke an das Team von Casinoguru für eure Unterstützung und letztendlich auch danke an spinbara für die Auszahlung meines gewinns.

Einen schönen Tag wünsche ich

Dear Twista11,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Samuel

Casino Guru