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Good morning,

I am filing a complaint against Spinbara Casino due to an unpaid withdrawal.

On December 15, 2025, I requested a withdrawal of CZK 3,435. The withdrawal has been in the "pending processing" status for 3 days and the casino has not provided me with a specific payout date.

I contacted support by email and phone. The phone number from which I was repeatedly called on behalf of the casino is untraceable and when I call back, strangers answer, which I find very suspicious.

The casino has not yet confirmed to me in writing:

– whether my account is fully verified,

– whether there is an active bonus or an unfinished spin on the account,

– when exactly the withdrawal will be processed.

The winnings were made from my own deposit. If any bonus was automatically credited to my account, this was not clearly communicated to me.

I am asking for help with mediating communication and resolving the payment.

Thank you.

Dobrý den,

podávám stížnost na Spinbara Casino kvůli nevyplacenému výběru.

Dne 15.12. 2025 jsem požádal o výběr částky 3 435 Kč. Výběr je již 3 dny ve stavu "čeká na zpracování" a kasino mi neposkytlo žádný konkrétní termín vyplacení.

Kontaktoval jsem podporu e-mailem i telefonicky. Telefonní číslo, ze kterého mi bylo opakovaně voláno jménem kasina, je nedohledatelné a při zpětném volání se hlásí cizí osoby, což považuji za velmi podezřelé.

Kasino mi dosud písemně nepotvrdilo:

– zda je můj účet plně ověřen,

– zda je na účtu aktivní bonus nebo nedokončené protočení,

– kdy přesně bude výběr zpracován.

Výhra byla dosažena z vlastního vkladu. Pokud byl na účet automaticky připsán jakýkoli bonus, nebyla mi tato skutečnost jasně sdělena.

Žádám o pomoc se zprostředkováním komunikace a vyřešením výplaty.

Děkuji.

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 John434,

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

Dear John434,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear John434,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru