Spinbara Casino - Счет игрока закрыт, а средства конфискованы.

I would like to file a complaint against Spinbara regarding the sudden closure of my player account and the operator’s refusal to release my verified funds.

In August 2025, I deposited EUR 315 into my Spinbara account. According to the Spinbara live chat support (see attached evidence), my current balance amounts to EUR 1,077.05. Despite multiple attempts to resolve the issue, the operator has not processed any payout or provided a valid explanation for the account closure.

This balance was accumulated through sports betting and casino winnings, without any active bonuses or breach of terms and conditions.

At the same time, my accounts with Bassbet and Librabet were also suspended — immediately after I initiated my first withdrawal request at Librabet. The outstanding balances there are EUR 1,300 at Bassbet and EUR 1,543.50 (plus a pending EUR 500 withdrawal) at Librabet. These simultaneous closures clearly suggest that all three brands are operated by the same company group and are collectively withholding verified player funds.

I have fully complied with all KYC requirements and submitted every requested document, including my ID, a selfie holding the ID in front of the computer screen, and unredacted bank statements. Despite this, Spinbara has not verified my account or processed any withdrawal.

Furthermore, the request for unredacted bank statements raises serious data protection and privacy concerns, as it exposes sensitive financial information unrelated to my gambling activity.

I have repeatedly contacted Spinbara via live chat and email, but my case remains unresolved. The repeated referral between support channels without any concrete response appears to be a deliberate attempt to delay or avoid legitimate payouts.

I kindly ask CasinoGuru to review this case and assist in recovering my outstanding balance. 

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 received any emails from the casino customer support after your account was closed that would explain the reason behind the closure?

Have you made any successful withdrawals from this casino before?

Have you refused to provide any documents for verification during the KYC procedure?

Which payment methods did you use to deposit money into this casino?

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

Best regards,

Veronika

Hello Veronika.

Thank you for your quick response.

1. No, I haven't received a single email so far. Not even after repeated inquiries in the chat. They just said your account is permanently closed. This is directly related to my account closure at Librabet. (I attempted a withdrawal there.) The same thing happened with Bassbet. I filed a complaint with Askgamblers for both.

I have attached my sent KYC email as well as the chat support transcripts here.

1. No. I haven't been able to withdraw any money there yet.
2. No. Of course not. I even sent the documents to support without being asked. I also sent them to Bassbet and Librabet. Even unredacted bank statements!
3. I paid by bank transfer as usual.

Thanks for your help

Hallo Veronika.

danke für deine schnelle Antwort.

1. Nein ich habe bisher keine einzige Email erhalten. Auch nicht auf mehrfache Nachfrage im Chat. Da hieß es nur ihr Konto ist unwiderruflich geschlossen. Es hängt unmittelbar mit meiner Kontoschließung bei Librabet zusammen. (Dort hatte ich einen Versuch einer Auszahlung unternommen) Gleiches bei Bassbet. Für beide habe ich einen Complaint bei Askgamblers gemacht.

Meine gesendete KYC Email als auch die Protokolle vom Chat Support hatte ich hier mit beigefügt.

1. nein. ich habe dort noch kein Geld auszahlen können.
2. nein. Natürlich nicht. Ich habe sogar unaufgefordert die Dokumente an den Support geschickt. Parallel an Bassbet und Librabet. Sogar ungeschwärtzte Bankkonto-Auszüge!
3. Ich habe ganz normal mit Banküberweisung eingezahlt.

Danke für deine Hilfe

What types of games did you play at this casino and at the other two casinos where your accounts were blocked?

I don't remember that so clearly anymore?! I think primarily Gates of Olympus.

Bassbet and Librabet have successfully completed the verification process (thanks to Askgamblers). There's still no word from Spinbara. No email. Absolutely nothing!

That's outrageous! What will they say to you?

Das weiß ich doch nicht mehr so genau?! ich denke vorrangig Gates of Olympus.

Bassbet als auch Librabet haben die Verifizierung erfolgreich nun durchgeführt (Danke an Askgamblers). Von Spinbara gibt es weiterhin keine Nachricht. Keine Email. einfach nichts!!!!

Das ist eine Frechheit. antworten sie euch?

Dear Koecki90

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, Kubo ([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 Koecki90,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Spinbara Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Spinbara Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of their winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Six days already? This casino hasn't responded to my messages for over a month, Kubo. I also emailed you a few days ago and haven't received a reply. Today, I forwarded all correspondence to you, Kubo, Spinbara, and Stellar LTD (the operator). In my opinion, this is a fraudulent bookmaker, which you're even advertising here. I urgently request your assistance. After over 100 chats with Spinbara support, I haven't received a single email response! The entire chat history, including the contradictions and lies, is documented. I don't understand how anyone can tolerate this.

___________________________

Another 6 days? This casino hasn't responded to my messages, Kubo, for over a month. I also sent you an email a few days ago and haven't received a reply. Today, I forwarded the entire correspondence to you, Kubo, to Spinbara, and to Stellar LTD (the operator). In my opinion, this is a scam bookmaker that you're even advertising here. I urgently request your help. After over 100 chats with Spinbara's support, I haven't received a single email back from them! The entire chat history, including their contradictions and lies, is documented. I don't understand how anyone can tolerate this.

Schon wieder sechs Tage? Dieses Casino hat seit über einem Monat nicht auf meine Nachrichten reagiert, Kubo. Ich habe Ihnen vor ein paar Tagen auch eine E-Mail geschickt und noch keine Antwort erhalten. Heute habe ich den gesamten Schriftverkehr an Sie, Kubo, Spinbara und Stellar LTD (den Betreiber) weitergeleitet. Meiner Meinung nach handelt es sich hier um einen betrügerischen Buchmacher, für den Sie sogar hier Werbung machen. Ich bitte Sie dringend um Ihre Hilfe. Nach über 100 Chats mit dem Spinbara-Support habe ich noch keine einzige Antwort per E-Mail erhalten! Der gesamte Chatverlauf, inklusive der Widersprüche und Lügen, ist dokumentiert. Ich verstehe nicht, wie man so etwas tolerieren kann.

___________________________

Another 6 days? This casino hasn't responded to my messages, Kubo, for over a month. I also sent you an email a few days ago and haven't received a reply. Today, I forwarded the entire correspondence to you, Kubo, to Spinbara, and to Stellar LTD (the operator). In my opinion, this is a scam bookmaker that you're even advertising here. I urgently request your help. After over 100 chats with Spinbara's support, I haven't received a single email back from them! The entire chat history, including their contradictions and lies, is documented. I don't understand how anyone can tolerate this.

The casino allegedly tried to reach me by email for weeks.

This was announced in the chat yesterday. Apparently, all emails bounced back with the status "Failed".

It's interesting that this is only being noticed NOW after I opened a complaint here.

For the past 12 weeks, support was strangely unable to access the email history in the system. Now it works.

Unfortunately, the casino is unable to send me a simple test email to a different email address. This is all so ridiculous. I'm now sending all the documents one last time from a different email address and waiting for confirmation.

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This was announced in the chat yesterday. Apparently, all emails bounced back with the status "Failed."

It's interesting that this is only being noticed NOW, after I filed a complaint here.

For the past 12 weeks, support was strangely unable to access the email history in the system. Now they can.

But unfortunately, the casino isn't able to send me a simple test email to a different email address. This is all so ridiculous. I'm now sending all the documents one last time from a different email address and waiting for confirmation.

Angeblich hat das Casino wochenlang versucht mich per Email zu erreichen.

Dies wurde gestern im Chat bekannt gegeben. Angeblich kamen alle Emails mit dem Status "Fehlgeschlagen" zurück.

Es ist interessant, dass dies offensichtlich JETZT auffällt nachdem ich hier einen Complaint eröffnet habe.

Die letzten 12 Wochen war es dem Support komischerweise nicht möglich im System die Email Historie einzusehen. Nun geht es.

Aber leider ist das Casino nicht in der Lage mir eine einfache Test-Email auf eine andere Email Adresse zu schicken. Das ist alles sowas von lächerlich. Ich sende nun ein letztes mal erneut alle Dokumente von einer anderen Email-Adresse und warte auf die Bestätigung.

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This was announced in the chat yesterday. Apparently, all emails bounced back with the status "Failed."

It's interesting that this is only being noticed NOW, after I filed a complaint here.

For the past 12 weeks, support was strangely unable to access the email history in the system. Now they can.

But unfortunately, the casino isn't able to send me a simple test email to a different email address. This is all so ridiculous. I'm now sending all the documents one last time from a different email address and waiting for confirmation.

Dear Koecki90,

Please be informed that your account was closed in accordance with Section 3.9 of our Terms and Conditions, which states:

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

As this was an internal administrative decision, no further details can be provided.

Regarding your remaining balance, please note that account verification is required before any payout can take place.

We have already sent you an email specifying the exact documents needed to complete the KYC process.

Once all required documents are submitted and successfully verified, we will proceed with the settlement of the remaining balance.

Kind regards,

Spinbara Casino Team

Thank you so much for getting in touch.

I have already sent them the documents at least 5 times.

1. Funnily enough, their support team has already confirmed receipt once. (See screenshot from November 5th)
2. Today it was claimed that no documents exist (see screenshot from November 26th).
3. Furthermore, it was claimed today that the system doesn't show when Spinbara last sent me an email. Ironically, this was still possible yesterday thanks to her colleague Anni. (see screenshot from November 25th)

Would you please stop spreading lies?! It's embarrassing. I've documented everything. You're the ones making a fool of yourself, not me.

In the chat, her employee just claimed, after consulting with the supervisor, that she cannot give me any information at all.

You are welcome to express your opinion publicly here.

vielen Dank das sie sich melden.

Ich habe ihnen die Dokumente schon mindestens 5x gesendet.

1. witzigerweise hat mir ihr Support schon 1x den Erhalt bestätigt. (Siehe Screen vom 5.11)
2. heute wurde behauptet das keine Dokumente vorliegen (siehe Screen vom 26.11)
3. außerdem wurde heute behauptet das im System nicht einsehbar ist, wann Spinbara mir die letzte Email geschickt hat. Witzigerweise war dies gestern noch durch ihre Kollegen Anni möglich. (siehe Screenshotvom 25.11

Würden sie bitte ihre Lügen-Geschichten einstellen!!! Es ist doch peinlich. Ich habe alles dokumentiert. Nicht ich, sondern sie machen sich doch lächerlich.

im Chat eben behauptet nun ihre Mitarbeiterin, nach Rücksprache beim Supervisor das sie mir gar keine Infos geben kann.

Sie dürfen gern hier öffentlich Stellung beziehen.

Update.

Today, November 27th, it was ironically confirmed that the documents are indeed available . Good to know!

So where's the problem? @Spinbara.

I still haven't received a single email from you.

So, another lie!

Update.

heute 27.11 wurde wieder witzigerweise doch bestätigt das die Dokumente vorliegen. Gut zu wissen (!).

So wo liegt das Problem? @Spinbara.

Ich habe immer noch keine einzige Email von euch bekommen.

Also schon wieder gelogen!

Dear Kubo,

We would like to kindly ask for your assistance regarding this case.

Due to a technical issue, we are currently unable to contact the player directly via email. We have already sent a message to your e-mail address outlining which documents are required for the account verification, and we kindly ask for your support in forwarding this information to the player so the verification process can continue.

We sincerely apologize for any inconvenience this may cause and appreciate your cooperation.

Kind regards,

Spinbara Casino Team

Dear Spinbaro Casino, first of all, thank you for engaging in this discussion. I have already sent all the required documents multiple times and in excellent quality, over a month ago. You confirmed receipt of them on November 5th. Anyway...

I also discussed the apparent problem with the unsuccessful email delivery with her colleague Anni in a chat last week. We exchanged several test emails. Everything is working perfectly.

@CasinoGuru: I'd rather not upload the entire chat history here, as it contains some private information. However, I can gladly send it by email if needed. I'm attaching the most important excerpts from the chat here as evidence:

There is therefore NO problem with email delivery – furthermore, ALL necessary documents are available. I therefore request account verification.

Liebes Spinbaro-Casino, zunächst Danke das sie sich hier der Diskussion stellen. Alle erforderlichen Unterlagen habe ich mehrfach und in bester Qualität bereits zugesendet. schon vor über einem Monat. Der Erhalt wurde mir eurerseits übrigens schon am 5.11 bestätigt. Aber gut,....

Das offensichtliche Problem mit der nicht erfolgreichen Zustellung von Emails habe ich letzte Woche ebenfalls im Chat mit ihrer Kollegin Anni besprochen. Wir haben diverse Test-Emails ausgetauscht. Alles funktioniert einwandfrei.

@CasinoGuru: ich möchte hier ungern den kompletten Chat-Verlauf hochladen, da einige private Informationen enthalten sind. Bei Bedarf kann ich diesen aber gern per Mail senden. Die wichtigsten Passagen aus dem Chat füge ich als Nachweis hier aber bei:

Es besteht also KEIN Problem mit der Zustellung von Emails - Außerdem liegen ALLE nötigen Unterlagen vor. Ich bitte daher um Verifizierung des Accounts.

Thanks Kubo for the support. I've also received an email from Spinbara about this. Apparently, all that's left is to send the August bank statement. I had highlighted the deposit to Spinbara on the last statement to make it easier to see. This wasn't allowed, as an unprocessed statement is required. I'll send it to Spinbara in the next few minutes. Hopefully, we're on the home stretch. Thanks to everyone involved.

Danke Kubo für die Unterstützung. Mittlerweile hat mich auch eine Email von Spinbara dazu erreicht. Offensichtlich muss nur noch der Kontoauszug vom August noch einmal nachgereicht werden. Ich hatte auf dem letzten Kontoauszug die Einzahlung an Spinbara markiert, damit diese besser ersichtlich ist. Dies war wohl nicht erlaubt, da ein unbearbeiteter Auszug nötig ist. Sende ich jetzt in den nächsten Minuten an Spinbara. Wir sind hoffentlich auf der Zielgeraden. Danke an alle Beteiligten.

The money was paid out today. I would like to sincerely thank the Casino-Guru team. I believe that without this public pressure... nothing would have happened.

Thanks to everyone for your help. I will definitely recommend Casino-Guru!

Das Geld wurde heute ausgezahlt. Ich möchte mich rechtherzlich beim Team von Casino-Guru bedanken. Ich glaube ohne diesen öffentlichen Druck hier... wäre nichts passiert.

Danke an alle für die Mithilfe. Werde Casino-Guru definitiv weiter empfehlen!

Dear Koecki90,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best regards,

Kubo