Spinbara Casino - L'account del giocatore è stato chiuso.

Spinbara closed my account overnight, and I had just over €52 in it, if I remember correctly. I wrote to L'Apro, but they told me I can no longer access my account and they won't refund me the money I had inside.

Spinbara mi ha chiuso account da un giorno all’altro e all’interno avevo poco più di 52 euro se ricordo bene. Ho scritto a l’apro ma mi hanno detto che non posso più accedere al mio account e non mi rimborseranno i miei soldi che si trovavano all’interno

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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?
• Did you accumulate your winnings with or without a bonus?
• What types of games did you play at this casino?

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

I didn't make any withdrawals, I deposited, played at a couple of casinos—I think three, but I don't remember which—and I had €53 left. I didn't use any kind of bonus. They didn't ask me for KYC verification, and they didn't have time to block my account right away.

Non ho effettuato nessun prelievo, ho depositato, giocato a un paio di casinò, credo tre ma non ricordo quali e dei miei soldi me ne erano rimasti 53 euro. Non ho utilizzato nessun tipo di bonus. Non mi hanno chiesto nessuna verifica kyc, non c’è stato il tempo mi hanno bloccato account subito

Can you tell me something?

Mi sapete dire qualcosa?

Hello Pincopallo7770777,

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 response and for your patience.

• Could you please specify which types of games you played at this casino?
• Am I correct in understanding that you were playing at several casinos at the same time?
• If so, did you play the same games at these casinos simultaneously?
• Do you know whether these casinos belong to the same group or are operated by the same company?

I definitely played starburst and some others that I honestly don't remember, no I wasn't playing at the same time before I closed a casino and then opened another to play no I don't remember if they belong to the same group or are managed by the same company, I don't even have a way to verify your info that you ask because they closed my gaming account and I can't log in

Ho giocato sicuramente a starburst e qualche altro che sinceramente non ricordo, no non stavo giocando contemporaneamente prima chiudevo un casinò e poi ne aprivo un altro per giocare no non mi ricordo se appartengono allo stesso gruppo o sono gestiti dalla stessa società, non ho neanche modo di verificare le vostre info che chiedete perché mi hanno chiuso il conto gioco e non posso accedere

Dear Pincopallo7770777

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, Mirka ([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 player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinbara Casino representative to join this conversation.

Dear Spinbara Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Pincopallo7770777,

Thank you for reaching out to us.

We would kindly like to inform you that your case is currently under review and we expect further updates and information as soon as possible.

We thank you for your patience and understanding.

Kind regards,

Spinbara Casino Team

Dear Spinbara Casino,

We will be waiting for your update.

Thank you for your cooperation.

But has it been under inspection for two months? Come on, release my money because I haven't done anything wrong.

Ma è in revisione da due mesi? Da su, sbloccate i miei soldi perché non ho fatto nulla di male

Dear Pincopallo7770777,

Thank you for your reply.

We would kindly like to ask you to check your emails where we send you further information regarding your account.

Please be informed that your account needs to be verified in order to withdrawal the remaining balance.

Please send all requested documents attached to the email you received in order to complete the verification and proceed with your payment.

Thank you for your understanding.

Kind regards,

Spinbara Casino Team

Dear Pincopallo7770777,

Could you please confirm, if you have been able to provide the casino with all of the requested documents?

Thank you.

I have provided all the requested documents via email, I am waiting for a response from the casino

Ho fornito tutti i documenti richiesto tramite mail, sto aspettando risposta dal casino

Dear Spinbara Casino,

Could you please provide us with an update on player's submitted documents?

Thank you.

Dear Pincopallo7770777,

Thank you for the provided documents.

Unfortunately we have to inform you that those cannot be accepted.

Please be informed that the following documents are still needed:

• Italian ID or Residence permit 
• Proof of address ( not from a digital bank, we can only accept official letters from the govrnment or utility bills in your name and address )
• Credit Card***7059 front side

Thank you for your understanding.

Kind regards,

Spinbara Casino Team

Dear Pincopallo7770777,

If you believe, you submitted all of the requested documents in the correct form, and they are still not accepted, feel free to send them to [email protected] for review.

Thank you.

I sent them, check them out

Li ho mandati, controllate

Dear Spinbara Casino,

Could you please confirm, if all of the submitted documents were meeting the requirements?

Thank you.

Dear Pincopallo7770777,

Thank you for your reply and the provided documents.

Please be informed that your information have been forwarded and you will be contacted with further information as soon as possible.

Thank you for your understanding.

Kind regards,

Spinbara Casino Team

Dear Pincopallo7770777,

Thank you for your reply and the provided documents.

We would kindly like to ask you to check your emails where we are still missing the following documents:

ID

Selfie

Selfie with ID in hand and casino website in the background

Kind regards,

Spinbara Casino Team

Dear Pincopallo7770777,

Please notify me, when you will be able to submit the requested documents.

Thank you.

Dear Pincopallo7770777,

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.

I emailed all the requested documents to both of them. Please release my money.

Ho mandato tutti i documenti richiesto tramite mail a entrambi. Sbloccate i miei soldi

Dear Spinbara Casino,

Could you please provide us with an update on player's verification and withdrawal process?

Thank you.

Dear Pincopallo7770777,

Thank you for your patience and the provided documents.

We would kindly ask you to check your emails and provide us with your bank details in order to proceed with the payment of your remaining balance.

Kind regards,

Spinbara Casino Team

Dear Pincopallo7770777,

Please notify me, when you receive update in your withdrawal process.

Dear Pincopallo7770777,

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.

withdrawal arrived, you can close the complaint positively

prelievo arrivato, potete chiudere positivamente il reclamo

Dear Pincopallo7770777,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru