Spinbara Casino - O jogador enfrenta dificuldades para efetuar saques devido a problemas de acesso à conta.

Hello,

I requested a payout on May 22nd, which was cancelled 2 days later.

When I contacted support, they said there were problems with my payment provider and that I should choose a new one.

Unfortunately, I can no longer log into my account to request a new withdrawal using a different payment provider. Please see the screenshot.

The support team has not been able to help with this matter so far.

Greetings, Jonas P.

Hallo,

Ich habe am 22. Mai eine Auszahlung beantragt, welche 2 Tage später storniert wurde.

Auf Anfrage beim Support hieß es, es gab Probleme mit meinem Zahlungsanbieter und ich solle einen neuen wählen.

Leider kann ich mich nicht mehr in mein Konto einloggen um eine neue Auszahlung mit anderem Zahlungsanbieter anzufragen. Siehe hierzu den Screenshot.

Der Support hat bisher auch nicht mehr diesbezüglich geholfen.

Grüße, Jonas P.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• What types of games did you play to accumulate your winnings?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

Here are my answers:

- No, this is the first payout

- The KYC has not been requested and therefore not carried out.

My brother also has an account there, but he doesn't live with us; he only visits occasionally.

- Exclusively sports betting

Thank you so much for your help!

Hallo Veronika,

Anbei meine antworten:

- Nein dies ist die erste Auszahlung

- Die Kyc wurde bisher nicht gefordert und somit nicht durchgeführt

- Mein Bruder hat dort ebenfalls ein Konto wohnt jedoch nicht bei uns, sondern ist nur ab und zu zu Besuch da

- Ausschließlich sportwetten

Vielen Dank für Ihre Hilfe!

Hello JoJo138,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply and for your patience while I was away from the office.

• Could you please specify whether you and your brother have ever accessed your casino accounts from the same device (mobile phone, computer, tablet, etc.)?
• Is your brother's casino account fully verified?
• Have you and your brother ever used the same payment method to deposit funds into this casino?
• What types of games does your brother usually play at this casino?
• Have you received any updates from the casino customer support regarding the investigation of your account since your last message?

Thank you for your cooperation.

Hello,

1. Yes, when my brother visits we use the same PC.

2. My brother's account is not verified because he was not asked to do so.

3. Yes, I used his credit card because I don't have my own.

4. He only places sports bets there.

5. No, unfortunately, there was no further response from the casino.

Hallo,

1. Ja wenn mein bruder zu besuch ist haben wir denselben PC genutzt.

2. Das Konto meines Bruders ist nicht verifiziert da er hierfür nicht aufgefordert wurde.

3. Ja ich habe seine Kreditkarte mitgenutzt, da ich keine eigene habe.

4. Er spielt dort nur sportwetten

5. Nein leider kam keine Antwort mehr vom casino.

Dear JoJo138,

After reviewing the information you provided, we are unfortunately unable to support your claim.

You have confirmed that you and your brother have accessed your casino accounts from the same device and that you used your brother's credit card to fund your casino account.

Please understand that both of these circumstances are considered serious violations of casino terms and conditions. Casinos are required to monitor account ownership, payment methods, and potential connections between accounts in order to prevent fraud, bonus abuse, and other prohibited activities.

In particular, using a payment method registered in another person's name creates a significant issue, as casinos generally require players to use only payment methods that belong to them personally. Likewise, accessing multiple casino accounts from the same device may reasonably lead the casino to investigate whether the accounts are connected.

Based on the available information, we cannot conclude that the casino acted unfairly by restricting access to your account or conducting an investigation into the relationship between the two accounts.

For these reasons, we are unable to challenge the casino's decision and must reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika