Casino Z - Does not want to close my account

I am submitting this complaint regarding an approved deposit refund from SpinBetter Casino following a self-exclusion issue.

After my previous self-exclusion and the deposits that were accepted despite it, I contacted SpinBetter and requested a refund of the deposits made during the relevant period.

After several months of silence, on 6 July 2026, SpinBetter's Claims Team sent me a written refund approval letter, confirming that my refund had been approved. However, the letter did not clearly state the exact amount that would be paid or when the payment would be made.

Since then, I have repeatedly contacted SpinBetter asking two very simple questions:

Does the approved refund still remain payable to me, and if so, what is the exact amount and when will it be paid?

SpinBetter has failed to answer these questions.

Instead, I have repeatedly been redirected between Claims, Support, Security, and the Security Team. I have also received repeated generic/copy-paste responses which do not address my actual questions.

On 16 July 2026, I even received the same refund approval letter again, without any additional information regarding the amount or payment date.

I have continued to ask SpinBetter for clarification, but my emails are now simply being ignored. As of 10 August 2026, I have received neither the refund nor any meaningful update regarding its payment.

I find this extremely concerning because SpinBetter has already approved the refund in writing, yet has apparently taken no steps to actually pay it or explain why it has not been paid.

I am not disputing a withdrawal or gambling balance. This complaint concerns a deposit refund which SpinBetter itself approved following a self-exclusion-related issue.

I have retained the complete email correspondence, including the original approval letter and all subsequent communication, and can provide it as evidence.

I am asking AskGamblers to assist in contacting SpinBetter and to clarify:

1. Whether SpinBetter still considers the refund approved and payable;

2. The exact amount they have approved for refund;

3. When the refund will actually be paid.

At this stage, I simply want SpinBetter to honour the refund they approved or provide a clear explanation as to why they are refusing to do so.

I am submitting this complaint because my deposit has not been credited to my SpinBetter account, even though the payment was completed successfully. The money was deducted from my payment method, and I have proof that the transaction was successful. However, my casino balance has not been updated, and I am unable to use the funds that I deposited.

As soon as I noticed the problem, I contacted the casino's customer support team. They asked me to wait while they investigated the issue. I have waited for the time they requested, but the problem has still not been resolved. I contacted them again several times, but I only received general responses saying that the issue was being checked. Unfortunately, I have not received a clear explanation, an estimated resolution time, or my deposited funds.

I believe I have done everything required from my side. I provided all the requested information, including the transaction ID, payment confirmation, screenshots, and any other details that could help identify the payment. Despite my cooperation, the deposit has still not been credited to my account.

This situation is very frustrating because my money has already been taken, but I cannot access it. I expect the casino to investigate this issue properly and either credit the deposit to my account immediately or return the money to my original payment method if they are unable to process the deposit.

I am asking for your assistance because I have tried to resolve this issue directly with the casino, but I have not received a satisfactory solution. I hope that your intervention will encourage the casino to review my case carefully and resolve it as soon as possible. I appreciate your time and support, and I am ready to provide any additional documents or information if necessary. My only goal is to receive the funds that I deposited or to receive a full refund without any further unnecessary delays.

Thank you for reviewing my complaint.