SpinBetter Casino - Сметката на играча е затворена поради забавяне на KYC.

Hello all,

I would like to file a complaint about the online casino SpinBetter.

Background

On July 17, 2025, I registered an account with SpinBetter. That night, I made a deposit and began placing bets on various e-sports events (CS:GO, Dota 2, Valorant, etc.). It's important to note that I initially deposited around €1800 and managed to withdraw approximately the same amount. However, I then had a lucky streak and earned a profit of about €4300, which is currently frozen on the site pending the completion of their KYC (Know Your Customer) process. At this point, I have no option to withdraw the remaining balance. Later that same day, my account was frozen, and I received an email informing me that KYC verification was required.

Detailed KYC Timeline

1) July 17, 2025

* They requested screenshots from my cryptocurrency wallet or app. The screenshots had to be uncropped and unedited, clearly displaying my e-wallet number, email, personal details, and transaction history.

- I provided all the requested screenshots and went further by submitting a PDF transaction statement that included my full name and residential address.

2) July 17

* After submitting the screenshots, they asked me to send a selfie holding my ID card next to my face. Additionally, the photo had to show the inbox message from their security department that requested the ID.

- I provided the required photo by the morning of July 18 (within 10 hours).

3) July 21 (67 hours after my previous submission)

* They requested a photo of a utility bill from the last three months or a bank statement.

- I submitted a photo of my bank statement within 1 hour.

4) July 21 (10 minutes after the previous submission)

* They asked me to submit the previously provided bank statement in PDF format.

- I submitted the PDF within 1 minute.

5) July 24 (71 hours later)

* They requested a photo of my driving license (both sides).

- I submitted the photos within 9 minutes. Anticipating further delays, I also included a photo of my passport—even though it wasn't requested.

6) July 27 (70 hours later)

* They asked for a photo showing my deposit transaction to the SpinBetter account. The photo had to include my face, my ID held next to my face, and had to be taken using the same device I used for the earlier screenshots.

- I submitted the requested photo on July 28, within 28 hours.

7) July 31 (67 hours after the previous submission)

* They requested a selfie with a sheet of paper showing the current date and a specific code provided in the email.

- I provided the selfie within 2 hours.

Conclusion

It is evident that the KYC process is being intentionally prolonged, as it has now taken 14 days and is still ongoing.

SpinBetter appears to have a poor understanding of KYC regulations and their intended purpose. For instance, the latest photo request made on July 31—a selfie with a handwritten date and code—seems entirely unnecessary and unrelated to legitimate identity verification. This request appears to have been made solely to further delay the process.

Given the circumstances, I strongly believe that SpinBetter is deliberately stalling in order to avoid paying out my legitimate winnings.

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.

• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino from July 27th and July 31st, including your responses and documents provided? Send emails or chat transcripts to my email at [email protected], or post screenshots here
• Have you received approval from the casino signifying your verification is complete, or still ongoing?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

Thank you for opening complaint.

1) No, I have not achieved the current balance using any bonuses. I haven’t used any bonuses.

If necessary, I can send you betting history and transaction history.

2) I have forwarded all communication to you.

3) Since they are requesting additional documents, I believe the KYC process is still ongoing.

The complaint can be closed. The problem is solved.

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

Dear Sssaq1,

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,

Tomas