Complaint #10 SpinBetter Casino

Casino Z - Acting unprofessional with account verification

By Anissa H.

5 years ago

Hi,

I made an account with Casino Z on November 28, and I won 2313 EURO dollars with my cash balance. I was not able to withdraw my funds. The security department told me to update the details first and then email them back.

After this, they asked me for different documents within the same day. Not only were the requests very unclear, but unprofessionally written.

I have to open a public complaint and want to verify what exactly is it that they want so I can withdraw my winnings.

I have attached all the correspondence with the casino. It is marked private for askgamblers. They are in ascending order.

Thanks

Disputed Casino SpinBetter Casino

Reason Verification issues

Amount €2313

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Anissahaha21

• Canada

5 years ago

Hi,

The third selfie I provided to the casino was actually denied. But a few hours later it was approved. Weird.

Anyways; my money came in.

Thanks for the help !

AskGamblers

• Support Team

5 years ago

Dear @Anissahaha21,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

SpinBetter Casino

• Representative

5 years ago

Dear ANISSAHAHA21,

We are happy to tell you that the photo you recently shared with us fits the verification requirements. Your account is successfully verified and you can continue playing your favorite slots at Casino-Z.

We would like to apologize for the time-consuming verification process. All the best and lots of wins!

Thank you for your patience.

Kind Regards,
Casino-Z Administration

SpinBetter Casino Complaint Stats

Resolved 42 / 43

Avg. Amount $1,627

Avg. Complaint Duration 7 days

Avg. Response Time 1 day

SpinBetter Casino Complaints

See all complaints for this casino

Complaint Against SpinBetter Casino Withdrawal Delays and Misleading Support Responses

I would like to file a complaint against SpinBetter Casino regarding my withdrawal and the way their support team is handling the situation.

I have contacted the casino multiple times concerning my withdrawal request. Each time, I receive vague promises that they will “check the issue” or “look into it,” but nothing actually gets resolved. My withdrawal continues to be delayed without any proper explanation.

I have already provided all requested documents and fully completed the verification process, yet my funds are still not being paid out. The constant delays and empty promises from the support team are extremely frustrating and unprofessional.

I kindly ask AskGamblers to help me resolve this matter and assist in getting my withdrawal processed as soon as possible.

Thank you.

Resolved

€5,471

Casino closed my account where I had 22.50€ money

Casino closed my account where I had 22.50€ money, but they wont let me withdraw moneys. I requested that already 4 days ago, but they still keep saying "wait when responsible department will answer"

I already provided passport photo and two different bank account's where they can refund 22.5€, but chat operator's just keep saying "wait responsible department"

Resolved

€23

No response from security department and withdrawal blocked

I am writing to report multiple issues regarding my account at SpinBetter, including withdrawal problems, lack of response from the security department, and restricted account access.
On the 30th of March, I made two deposits: first 1000 MDL, followed by another 6000 MDL. After playing in the casino, I managed to win and my balance reached approximately 8900 MDL.
When I initially tried to withdraw my funds, my request was denied due to a wagering requirement of 300% of my deposited amount. I continued playing to meet these requirements.
Later, I attempted another withdrawal and successfully withdrew 1100 MDL. However, when I tried to withdraw again, my request was rejected and I was instructed to contact the security department for identity verification.
I followed their instructions and contacted the security team, but since then, I have not received any response, and my remaining balance is still inaccessible.
Additionally, I am currently experiencing account access issues, as I am only able to log in using Google Chrome, which raises further concerns about the status and security of my account.
I have fully cooperated with all requirements, but I am being ignored and unable to withdraw my funds.
I kindly request AskGamblers to assist in resolving this matter and help me receive my remaining balance.
Thank you.

Rejected

MDL7,800

Refusing withdrawal after deposit accepted

SpinBetter is refusing to process my withdrawal.

They accepted my deposit and allowed me to gamble. Only after requesting a withdrawal, they started asking for verification related to a completely unrelated transaction (28.26 USDT), which is not mine.

I have already provided evidence from their own system confirming my deposit.

Additionally, I cannot provide verification for a wallet that I do not have access to.

I am fully willing to verify the actual deposit that is visible in my account.

I request that my withdrawal is processed without further delay.

Rejected

€1,702

Account Closed with credit balance

Hi Ask Gamblers,

On the 25th and 26th February I deposited €160 to SpinBetter. My balance grew to €600 but my account was closed and I am unable to withdraw my balance.

I have been in touch with SpinBetter a number of times over the last few weeks and the account was re-opened but I was still unable to withdraw my balance. I have been querying the withdrawal with them but my account is once again closed even though I was told I can withdraw my balance. My account is fully verified.

Please can you assist with getting my withdrawal.

Thank you for your assistance.

Nicola

Resolved

€600

Self exclusion or delete the account

Dear AskGamblers Team,

I am requesting your assistance regarding a serious issue with a gambling operator.

I have submitted multiple formal requests to permanently close my account and apply self-exclusion. Despite my repeated attempts, the operator has failed to properly respond or confirm that my account has been permanently closed.

This situation is causing me distress, as I am trying to exercise my right to responsible gambling and self-exclusion. I believe the operator is not handling my request in accordance with responsible gambling policies.

I kindly ask for your intervention to ensure that:

- My account is permanently closed.
- A full self-exclusion is applied immediately.
- I receive written confirmation from the operator.

Please let me know if you require any additional information, such as screenshots or account details.

Thank you very much for your support.

Rejected

Refused to process my withdrawal

I requested a withdrawal of 350 USDT, which has been pending for an unreasonable amount of time.

SpinBetter support keeps replying with generic messages and repeatedly asks me to wait, but no clear reason or processing timeline has ever been provided.

I have fully complied with all requirements, used the same wallet address, and provided all requested information.

This is my first withdrawal, and there is no valid justification for withholding my funds.

I believe SpinBetter is deliberately delaying or refusing to process my withdrawal, which is unacceptable.

I respectfully request AskGamblers to intervene and assist in resolving this issue.

Resolved

$350

Endless impractical verification loop blocking winnings

I am filing this complaint to seek assistance in withdrawing approximately €4,884.40 in legitimate funds that SpinBetter is withholding through an impossible verification process.

Important Context: I specifically chose to play at SpinBetter after seeing its positive rating and reputation on the AskGamblers website. I trusted this platform's assessment, which makes my current experience with the casino's withdrawal practices particularly disappointing and concerning.

Here is a chronological account of the events:

Initial Failed Withdrawal (€684.40): I requested a withdrawal of €684.40 back to my deposit credit card. Support insisted the payment was sent, but it never arrived. I explained that my credit card cannot receive direct payments (only IBAN transfers). Instead of offering a solution, they demanded an official bank rejection letter for a transaction that never appeared—a document that is impossible to obtain.

Blocked Winnings (€4,200): While awaiting a resolution, I continued playing and won approximately €4,200 on roulette. The moment I attempted to withdraw a small portion (€280) in cryptocurrency, my account was flagged, and I was instructed to contact the Security Department.

Impossible Verification Loop: Despite being a previously verified user, I was asked to resubmit my ID, credit card photos, and finally, a single photo of me holding my ID and a device displaying our email dialogue. I complied with this impractical request. Their only response was a copy-pasted request for the "same photo," with no specific feedback on what was allegedly incorrect. My polite requests for clarification have been completely ignored, creating a deliberate stall.

My Demand: I have cooperated fully with every request. I demand that SpinBetter successfully processes my full withdrawal of approximately €4,884.40 to a valid payment method of my choice.

Resolved

€4,884

Account verification and withdrawal delay

My account at SpinBetter Casino has been blocked since 7 November.

I have fully cooperated with all verification requests. I submitted all documents requested by the casino, including my ID, bank account details

and bank statements. Despite providing all documents, my account remains blocked and I am unable to withdraw my funds in the amount of 2951.04 PLN.

The casino informed me that video verification is required. I was provided with contact details for a VIP manager on Telegram to arrange the appointment.

However, the VIP manager informed me that the video verification date must be scheduled by the support team via email.

Since then, I have been receiving repeated, automated responses from support without any specific video verification date.

Last week, I discovered that an email with a video verification appointment scheduled for 12 November was delivered to my spam folder. I did not refuseverification and remain fully willing to complete it.

After discovering this, I immediately contacted support and requested a new video verification appointment, suggesting 15 or 16 December. My emails have been ignored since then.

I am fully willing to complete video verification immediately. However, the casino has not provided a new appointment date and continues to withhold my funds.

I believe this is an unreasonable delay and an abuse of the verification procedure. I kindly request AskGamblers’ assistance in resolving this issue

and helping me receive my withdrawn funds.

Resolved

zł2,951

Withdrawal refusal with SpinBetter

I would like to report an issue with my withdrawal request at SpinBetter.

My withdrawal was refused because they claim i must use the same payment method I used for my deposit.

I made my deposit using Google pay and a small one with skrill and tried to withdraw with skrill as SpinBetter not offer bank transfer or card withdrawal options.

Please look into this matter and advise me on how to proceed.

It.s not a big amount but its my money.

Resolved

RON1,600