SpinBetter Casino - Акаунтът на играча е затворен без решение.

Dear Guru(s)

As i have mentioned in my eariler posts and after several discusses with your collegues Romi and Radka in the past few days, now i am going to file a complaint with an unresulted data verification process issue with other severals concerns, as discrepectfully security support behaviour, high probability of data misuse by the casino, and no contact behaviour by them.

On 23rd of october i have sent to the security support all of my personal and financial datas and documents via email with cooperativly to make them sure i am the owner over my gaming account. They have blocked my account without any warnings and it looked like a KYC verification process, but i assume it is not. Since then i did not get any propriate explanation about my authorization error status and they still havent sent to me the result of my datas verification process.

This complaint hopefully will make sense and will have any forward step in my case.

I am asking your help to find out what are they just doing since then with me and why.

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 your complaint. I’m sorry to hear about your negative experience with SpinBetter Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share a screenshot of what error you receive when trying to log in?
• Were you asked to submit any documents to the casino in the past, before your account closure?
• Could you please describe the incident that resulted in the merging of your account?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or 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,

Tomas

Dear Tomas,

Thank you for contacting me.

- I can log in to my gaminig account, but technicly i cant use it for any activities. I have attached screenshot about the message that i have when i try to deposit or play. It seems to me a kind of suspension.

- I was the one who reached out them when this issue appeared - afterthat they were asked me to send documents - because they didint start converstation with me after the error message was appeared.

- The merge was asked by myself in august this year, becasue i had got a previous registrated account back in 2024 may, which i did forget when i was mading a registrated account again this year. Probably i have created the first one for no deposit FS promotion backthen, but afterward i didnt use that one at all. I have never made deposit on that. When next created account was maden and i decided to make deposit on that i have asked support for merging account process, which was completed proven successfully. My current gaming account is techincly merged officially in august.

- Now, i am going to forward the entire email converstations that i have with security support of spinbetter from the beginings until now via email to your mentioned email adress for sharing all informations with you.

I hope you can do something and can make impact on them to step out with answers and result in anyways, because their behaviour is so disrespectful.

All the best,

Faribro

Hello,

Your account is currently undergoing a verification process. Please provide the requested documents so we can complete the verification — once it’s finalized, your account will be reactivated and available for play again.

At this moment, we have not received all the required documents from you.

Thank you for your cooperation and understanding.

Best regards,

SpinBetter Support Team

Hello,

You didn't mention to me at all that you are waiting for more documents, this is the first time i am hearing about it, since 23rd of october. Think about it, interesting. Btw I am sure that I have provided all requested documents with containing all details what you were reffering to me how you can complete my verification process. I have already pointed you i wont share insecure sensitive details to you, like my google wallet with my bankcard details cvc or etc. In any of these cases i have provided alternative documents to you for my own secure reason, and you have not mentioned to me that you have not accept that. So what else do you need?

Thanks to both parties for your replies.

Dear casino representative,

• Are there any particular obstacles in accepting documents that the player provided previously or in the past?
• Could you please specify which particular documents are required from the player at this point?

Looking forward to your reply.

Hello,

Thank you for your message.

We would like to clarify that your account remains under verification, and some of the required documents have not been received or were submitted in a form that unfortunately cannot be accepted for security reasons. To proceed with the verification and reactivate your account, we kindly ask you to provide the remaining documents in the format previously requested by our security team.

Please note that alternative versions of documents can be used only if they meet the verification requirements. If any previously submitted file was not accepted, the security team will specify what exactly needs to be corrected or resent.

For your convenience, you can resend all required documents or request clarification directly via our official support email: [email protected]

. Our team will review them as soon as they are received and provide further instructions.

Thank you for your understanding and cooperation.

Best regards,

SpinBetter Support Team

Hello,

You were asked to reply questions of Tomas. You did something else without reason.

From my side, again: i have already provided all necceseary documents to security support on 23rd of october which can prove my ownership over my gaming account without doubt. I have shared my email scripts with Tomas guru. There were no concerns or replies from security support, they were confirmed multiples times "verification is under process, and result will come out". Its an evidence, i have got multiples emails from them with the same scripted messeages. Already a month has passed and noone reached out me with the result.

You dont need to wait for me or for more documents from me because i have already sent you all i have to do and to prove my ownership. No requests were adressed to me. Issue is that it looks like you are not willing to end up with a result even if you are saying that. I was reached out you multiple times and i had got always the same messages.

I am so tired of this behaviour at all. If you are not answering at least what you were asked to reply from Tomas, i dont need your incoherences and untransparent services anymore. There is no common values what we can share.

Dear Faribro

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,

Tomas

Dear Faribro,

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.

Dear SpinBetter Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could confirm which documents are still required from the player in order to complete the verification process.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello!

Thank you for your message. We would like to inform you that at the moment, we have not received all the necessary documents to complete your verification process. In order for us to proceed with your request and enable the withdrawal of funds, it is essential that you provide a complete set of documents.

Please send all required documents to our official security email: [email protected]

. Once the documents are received and reviewed, our department will be able to fully complete the verification process and process your request.

Please note that the lack of complete documentation is the main reason for the delay. Once your documents have been verified, you will be immediately informed of the status of your request.

Thank you for your understanding and cooperation. We appreciate your patience and are doing everything possible to expedite the process.

Kind regards,

SpinBetter Team

Dear SpinBetter Casino,

Thank you for your clarification. However, the player states that he has already provided all the necessary and required documents. Could you please specify which exact documents are still missing?

I appreciate your cooperation.

Hello!

Your account at our casino has been permanently blocked. This decision may be made in cases of violating the platform’s rules or terms of use.

Unfortunately, access cannot be restored. We recommend reviewing our rules and terms to avoid similar situations in the future.

Thank you for your understanding.

Kind regards,

SpinBetter Support Team

Dear Kubo,

Now, we could see how does spinbetter casino reflect for costumer issues or rights, at least in my case.

No answer at all to you for both of your questions and now they came up with this "platform's rule violaton".

Just mentioing i did no interruption at all since i reached out you guys.

No words for it, spinbetter services and stuff members are insanly incorrect. They are misleading me as a costumer in so many ways.

Thanks, i am done.

Thank you for your effort, Kubo.

Faribro

Dear SpinBetter Casino,

To date, neither we nor the player have received clear or satisfactory answers to the questions raised, including those addressed directly to your support team through personal correspondence.

While we acknowledge that a casino reserves the right to close a player’s account based on internal administrative decisions, this particular case is notable due to the player’s full cooperation throughout the KYC process and the timely submission of all requested documentation. Despite this, the account was closed without any transparent explanation or clearly stated grounds for the decision.

Given that SpinBetter Casino holds Casino Guru’s Fair and Safe badge, we would expect a higher level of transparency and communication in the handling of such cases.

We kindly ask you to clarify the situation, either publicly in this thread or privately via email at [email protected].

Thank you in advance for your cooperation.

Hello,

We would like to inform you that a video verification has been requested for your account. At the moment, we are waiting for its completion in order to finalize the review and ensure access to your account operations.

Please note that you were previously informed about the requirement for video verification when conducting large transactions or requesting withdrawals. This process is necessary to comply with security rules and to protect your funds.

Once the video verification is successfully completed, all operations on your account will be restored, and you will be able to use our services without any restrictions.

Kind regards,

SpinBetter Casino Support Team

Dear Kubo, 

well, sorry for interruptioning this "endless converstation", but I assume they should adress answers to you, not to me...!

By the way I would like to inform you Kubo, that I was not informed at all about any kind of video verification staff. It has been never ever requested neither chat nor via email. In fact the statment is they are mentioing this inquiry at the very first time in this thread. 

In their previous reply I was permanently blocked without ability of restore. In another thread way back before I was told some unidentified documents they are missing to complete verification process.

This is even getting worse and worse!

This casino support and their policy is totally incorrect and untransparent!

Worst experience at all!

Please make me sure that you can do something regarding for future introduction of this casino because they are not classified for any kind of safe badge or any stuffs like that in my opinion...

Dear SpinBetter Casino,

Could you please provide proof that the player was requested to complete the video verification? I believe there should be a record of the correspondence sent to the player in your system.

Please share a screenshot of the relevant message either here in the thread or privately via email at [email protected].

Additionally, as there is a possibility that the player may not have received the original email, I kindly ask you to resend the instructions for completing the verification once again.

Thank you for your cooperation.

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.

Dear SpinBetter Casino,

I would like to kindly remind you that this complaint still requires your attention, and I am awaiting your response.

Thank you.

Dear Kubo,

I really appreciate all of your efforts and what you have tried to work on my complaint! This is unfortunate that the good willing cooperation and all responsabilities were denied by Spinbetter casino!

Anyway, finally i was dealt with it in long time ago, and i have no other expectations in this complaint. Sorry for any inconveniences, i think i was doing my best.

If i may ask you, could you please modify the rating of this casino as you are experiencing it?

Once again,

thank you for all!

Fairbro

Hello,

We sincerely apologize for the inconvenience and the negative experience. We’ve checked the situation and the restriction has already been removed — your account is now unblocked and fully available for gameplay.

To close the complaint properly and, if needed, re-check the logs, please email us at [email protected]

and include:

• your account ID or registration email
• the approximate time the issue occurred
• a screenshot or the exact error text (if it still appears)
• 
  

Case ID: [CASE ID]

Next update: within 24 hours (or sooner if you reply quickly).

What we’ve already done on our side:

• verified your account status and the applied restriction
• restored access to gameplay
• placed the case under monitoring to prevent a repeat/

If you also have any questions related to payments, please contact [email protected]

and mention the same Case ID so the team can review the transactions.

Excuse me, i have just tried to log in and i am not able to make it. Even I have tried to resend a password reset via email and phone too and no messages have came at all. This a new level of troublemaking.

By the way, i am not going to be part of this "playing game again" to start sending email to you with your points:

your account ID or registration email

[email protected]

the approximate time the issue occurred

2025. october

a screenshot or the exact error text (if it still appears).

Now, i cant even log in or resend password, but i have already showed and sended scrshoot in this thread eariler, when log in not used to be a problem.

Case ID?? You dont even write case id number..

Its a reopen strategy for timewasting, however it seems to me you are linking to close this complaint. Havent you just mentioned? quote: "We’ve checked the situation and the restriction has already been removed — your account is now unblocked and fully available for gameplay."

Very disagreeing. There is no garanties for your words, in fact it is a missleading tactics to try to force me emailing again.

Still i cant log in or resend a password which is a new update on this case, i wont change any of my thoughts on your policy.

First off all lets make me sure to log into your casino!

Hello!

We have removed all restrictions from your account — it is fully accessible at the moment, and there are no access issues.

If you wish to reset your password, change access settings, or perform any other actions, please contact our technical support directly at [email protected]

.

Once everything is completed and the issue is resolved, please let us know here about the result.

Best regards,

Spinbetter Casino

Hello Faribro,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Faribro,

Could you kindly confirm whether your account is now fully accessible?

Thank you for your assistance.

Dear Kubo,

Finally, i confirm that. My account is fully accessible at this moment.

Thank you, Kubo!

B. R.

Faribro

Hello Faribro,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Faribro,

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