SpinBetter Casino - Акаунтът на играча е затворен.

For over a month I've been trying to withdraw money from my Spinbetter account. Every time I request a withdrawal, it's rejected, with the excuse that I'm missing documentation. However, I submit each document they request, and they take 72 hours to respond. I've submitted all the documentation they've asked for, and they've finally closed my account and told me that any emails I send them will be ignored. This is unfair, as they've kept over €3,640, which I demand be returned to me.

Desde hace más de un mes estoy intentando retirar el dinero de mi cuenta de spinbetter. Cada vez que solicito una retirada me la rechazan indicando que me falta documentación por entregar pero cada vez que me solicitan un documento se lo entrego y tardan 72 horas en contestarme. He entregado toda la documentación que me han solicitado y finalmente me ha cerrado la cuenta y me han indicado que cualquier email que les envié será ignorado con lo cual han actuado de manera injusta quedándose con más de 3640€ que solicito que me devuelvan.

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 Barderillas1,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Has the casino indicated that there might be a problem with approving specific documents?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at [email protected], or you can post screenshots here.

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,

Attila

Hello. I've emailed all the conversations with Spinbetter. They never told me the documentation I sent them was invalid. And every time I sent it, they replied requesting more documentation. I've attached screenshots showing that they wouldn't let me make withdrawals and later that I couldn't even log in with my username and password.

Hola. He enviado por email todas las conversaciones con spinbetter. La documentación que he enviado a Spinbetter nunca me dijeron que no fuera válida. Y cada vez que la enviaba me contestaban solicitando otra documentación. Adjunto capturas de pantallas en las que se ve que no me dejaron realizar retiradas y posteriormente que no podía ni siquiera entrar con el usuario y contraseña

Dear Barderillas1,

Thank you very much for your response. Before we move forward, I kindly request that you forward the email correspondence directly rather than through the submitted screenshots. If the attachments are too large, feel free to send the emails separately. I appreciate your patience and cooperation.

Best regards,

Attila

Good morning, Barderillas1,

At this time, your account is blocked following a decision by our Security Department. This action was taken as part of our standard procedures to ensure the safety of all player accounts and to comply with our verification policies.

We understand that this may be frustrating, and we sincerely apologize for any inconvenience caused.

Thank you for your patience and cooperation throughout this process.

With respect,

SpinBetter

Dear Barderillas1, could you please advise which games you focused on - slots, live casino, sports betting, etc.?

Thank you very much in advance for your reply.

Best regards,

Attila

Hello.

Live casino and sports betting.

Hola.

Casino en vivo y apuestas deportivas.

Dear Barderillas1, We have received email communications from SpinBetter Casino. We are actively working on resolving this case outside the complaint thread. I will keep you updated.

Dear SpinBetter Casino,

I would like to kindly follow up on my previous email regarding this complaint. I would sincerely appreciate it if you could respond to my message either within this thread or through email.

Thank you for your cooperation.

Hello!

Thank you for your message. Unfortunately, we did not receive your email regarding the content of this complaint. The only message we received was the notification that the complaint is open.

Please resend your email to [email protected]

, as we are unable to locate it in our inbox.

Thank you for your understanding and cooperation.

Best regards,

SpinBetter ✅

Dear SpinBetter Casino,

I have sent the email to the address you provided and I look forward to your response.

Best regards,

Attila

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.

Hello,

We would like to clarify that all the relevant information and supporting evidence regarding this case were already provided yesterday to the appropriate channel for review. Our team is actively cooperating and ensuring that all details are available for a thorough and fair assessment.

Please note that such cases require careful investigation, and we are committed to maintaining transparency and following all necessary procedures. We kindly ask for a bit more patience while the review is being completed.

Best regards, Spinbetter

Hello Barderillas1,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Barderillas1,

I’m sorry to say I don’t have good news. Following our recent discussion with the casino, we have become aware that the matter at hand pertains to a violation regarding sports betting. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.

Best regards,

Attila