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Subject: Formal Complaint: Systematic Withdrawal Delays and Unfair Conditions – Spinbara Casino

Complaint text:

"I hereby file an official complaint against Spinbara Casino (operator: Casolinia NV) for the systematic delay of my withdrawals totaling EUR 1,580."

The facts:

First payout (EUR 500): Requested last Sunday, March 29th. Since then, the status has remained unchanged at 'pending'. This means that the processing time of 48-72 hours (according to the terms and conditions) has already been significantly exceeded today, Thursday.

Subsequent withdrawals: I have a further balance of €1,080 available for withdrawal. I requested €500 of this today, April 2nd, and I can request another €500 tomorrow. According to the casino's terms and conditions, a new withdrawal can only be processed 3 days after the previous one has been completed.

The deliberate block: Because the casino intentionally withholds the first withdrawal from Sunday, the 3-day period for my remaining balance is artificially blocked. This means I can't access my money for weeks, which is an unfair business practice.

Additional Information:

No bonus: All winnings were generated exclusively from real money deposits. There are no wagering requirements.

Playing according to the rules: My bets were consistently between 1-3 EUR per spin.

Support: The chat simply confirmed that 'everything is okay', but refused the payout without giving a reason. Since today (Thursday) is a regular working day, there is no excuse for this delay.

Betreff: Formelle Beschwerde: Systematische Auszahlungsverzögerung und unfaire Bedingungen – Spinbara Casino

Beschwerdetext:

"Ich reiche hiermit eine offizielle Beschwerde gegen das Spinbara Casino (Betreiber: Casolinia N.V.) wegen der systematischen Verzögerung meiner Auszahlungen in Gesamthöhe von 1.580 EUR ein.

Der Sachverhalt:

Erste Auszahlung (500 EUR): Beantragt am letzten Sonntag 29.03.. Seitdem steht der Status unverändert auf 'ausstehend' (Pending). Damit ist die Bearbeitungsfrist von 48-72 Stunden (laut AGB) bereits heute, am Donnerstag, deutlich überschritten.

Folge-Auszahlungen: Ich habe weiteres Guthaben in Höhe von 1.080 EUR zur Auszahlung offen. Davon heute am 02.04. wieder 500 angefragt und morgen kann ich erneut 500 anfragen. Laut den AGB des Casinos kann eine neue Auszahlung erst 3 Tage nach Abschluss der vorangegangenen bearbeitet werden.

Die bewusste Blockade: Da das Casino die erste Auszahlung vom Sonntag absichtlich nicht freigibt, wird die 3-Tage-Frist für mein restliches Guthaben künstlich blockiert. Dies führt dazu, dass ich mein Geld über Wochen nicht erhalten kann, was eine unfaire Geschäftspraktik darstellt.

Zusätzliche Informationen:

Kein Bonus: Alle Gewinne wurden ausschließlich mit Echtgeld-Einzahlungen erzielt. Es gibt keine Umsatzbedingungen.

Regelkonformes Spiel: Meine Einsätze lagen konstant bei 1-3 EUR pro Drehung.

Support: Der Chat bestätigt lediglich, dass 'alles okay' sei, verweigert aber ohne Angabe von Gründen die Auszahlung. Da heute (Donnerstag) ein regulärer Arbeitstag ist, gibt es keine Entschuldigung für diese Verzögerung.

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Dear iriere,

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear iriere,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla