SpinBetter is refusing my withdrawals without legitimate reason
Hello,
Account ID: 1434984751
Name: < full name removed >
Details about case:
1. Since 26 October, I have consistently tried to withdraw.
2. On 00:50, 27 October, my payment was denied with the following message: "Declined by operator (Payment processing error)". Please see screenshot.
3. I talked to customer support and was told "We regret to inform you that we are experiencing technical difficulties. Our specialists are already aware and working on the issue". See screenshot below. This was also confirmed through email (Ticket#76124746).
4. After this, the bank card withdrawal option (the method I used to deposit) had completely disappeared. Please see screenshot.
5. After a while, the option appeared again, but then it required me to verify my account in order to withdraw. However, the verification process did not allow me to submit either passport or driver's license as ID. Please see attached screenshots.
Please note, less than 1% of the Swedish population has an ID card separate from passport and driver's licence. Passport and driver's licence are accepted national ID in Sweden.
6. On 27 October, I sent an email with my documents in order to verify my account through email (after being recommended to do so when chatting with Customer Support). However, I got a reply saying my account "does not currently require verification". Still, I am unable to withdraw as it does require verification on the site -- the issue remains. Please see screenshots.
7. I keep being pushed around to different emails and say I will have to wait, but whenever I receive a reply it's either irrelevant (like the one above) or not helpful at all. Eventually, I am blocked by Customer Support when trying to receive updates or help that way.
8. All I ever wanted was to withdraw my balance. It's currently on 6000+ euros. I am open to alternative withdrawal methods, I just want my balance to be paid out. Whenever I try to chat or email with SpinBetter, I just get ignored or re-directed to another email where I then get ignored.
I have plenty more screenshots I can provide to prove my case, please let me know.
Thanks,
< full name removed >
1. This complaint is about SpinBetter's refusal to allow me to withdraw. I consistently attempted to withdraw, but was unable to. I had 5200+ euros on my account, if I was gambling addicted I would have gambled that money and not attempted to withdraw the money. When I expressed how detrimental it was to my mental health that they refused me to withdraw, they blocked my account.
I have attached screenshots before I was blocked, showing that all my communication with SpinBetter was about my request to withdraw -- not anything indicating a gambling addiction. As I pointed out earlier, a gambling addicted person would bet with the money on his account, not attempt to withdraw it. As my screenshots show, all my correspondence with SpinBetter is about my request to withdraw my money.
2. SpinBetter is requesting me to provide a document confirming the absence of a gambling disorder. Asking to prove the absence of something is a logical fallacy (https://en.wikipedia.org/wiki/Argument_from_ignorance). In addition, I have contacted my doctor and they confirmed that they are unable to provide a document confirming _the absence of a disorder_ and that they can only actually confirm the existence of a disorder.
***
I believe my request here is very fair and I have tried time and time again to amicably resolve this with SpinBetter. I simply want the funds on my account to be paid out to me. I am flexible with payment methods.
Note: I was only able to submit this many screenshots -- I have dozens more if required.
SpinBetter Sportsbook Complaint Stats
Screenshot
