Spinbara Casino - Аккаунт игрока был закрыт после победы.

Hi, I won some slots and after a few days my casino account was blocked and I can no longer log in to check my remaining balance or withdraw my funds.

The disputed amount of €1,000 is a token amount, as I can't access my casino account and the casino won't let me know my withdrawal balance despite multiple requests.

Salve ho fatto delle vincite alle slot e dopo qualche giorno mi è stato bloccato il conto del casinò e non posso più accedere per verificare il saldo residuo e eventualmente prelevare i miei fondi.

L'importo contestato di 1000 euro è un importo simbolico, poichè non riesco ad accedere al mio account del casinò e il casinò non mi comunica il mio saldo per il prelievo nonostante le varie richieste.

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.

• Which slots games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus?
• How did you earn the "tokens" that you entered as your disputed amount?

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

Hi, I've been playing Pragmatic slots. My winnings are mostly from real money. I've entered €1,000 as the disputed amount because I haven't been able to access my account for over two months. I have no way of checking my remaining balance. I don't know how much my remaining balance is, and the casino won't let me know.

Ciao, ho giocato le slots pragmatic, le mie vincite derivano per lo più da saldo reale, ho scritto 1000 euro come importo contestato poichè non potendo accedere al conto da oltre due mesi non ho modo di verificare il saldo residuo del conto, non so quanto sia il mio saldo residuo sul conto e il casino non me lo comunica.

Okay, the remaining balance on my casino account is €637, as shown in this screenshot. So the disputed amount is €637.

Ok il saldo residuo sul conto del casino è di 637 euro come mostro in questo screenshot. Quindi l'importo contestato è 637 euro.

Thank you for your responses. Has the casino informed you why your account was blocked? Please forward me the email you received after the casino closed your account at [email protected]. I appreciate your cooperation.

No, the casino didn't inform me of the reason, and I didn't receive any emails about it. I only received an email asking me to send some documents. I sent them, but after that, I never received a response.

No il casino non mi ha informato del motivo e non ho ricevuto nessuna email al riguardo. Ho ricevuto solo una email dove mi era stato chiesto di inviare dei documenti, ho inviato i documenti e dopo non ho più ricevuto alcuna risposta.

Please forward me the email you received from the casino regarding the verification requests, at [email protected]. Also, kindly send me the documents that you sent to the casino for verification shortly before your account was blocked. Thank you for your cooperation.

I sent her the email and the requested documents.

Le ho mandato la mail e i documenti richiesti.

Dear Sasaplay97

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, Martina ([email protected]). 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,

Veronika

Dear Sasaplay97,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinbara Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Sasaplay97,

We would like to inform you that we have just sent an email to your registered email address regarding your case.

Please kindly check your inbox (and spam folder) and reply to our message with the requested account verification documents so we can proceed with your review as quickly as possible.

Thank you for your cooperation!

Best regards,

Spinbara Casino Team

Thank you, Spinbara Casino, for the update!

Dear Sasaplay97,

I would kindly ask you to submit the required documents to the casino and please let me know once this has been done.

Thank you very much in advance.

I sent everything on 05/28/2026

Ho provveduto a mandare tutto il 28/05/2026

Dear Spinbara Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the Sasaplay97´s verification process.

Please let us know at your earliest convenience.

Dear Sasaplay97,

Thank you for your cooperation.

Please be informed that your account will remain closed due to administrative reasons. We kindly refer you to Clause 3.9 of our General Terms and Conditions, which states:

"3.9: We reserve the right to deny opening of an account or close an existing account without prior notice or justification."

Regarding your remaining balance, we have sent you an email with the details required to process a manual withdrawal. Please review your inbox, check your spam folder just in case, and reply to that email as soon as possible so we can proceed with your payment.

Best regards,

Spinbara Casino Team

I already responded to your request a few days ago, providing all the information needed to proceed with the withdrawal.

Ho già risposto alla vostra richiesta qualche giorno fa fornendo tutti i dati necessari per procedere con il prelievo.

Dear Sasaplay97

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

I received the funds

Ho ricevuto i fondi

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

Dear Sasaplay97,

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,

Martina