Complaint #5 SpinBetter Casino

Casino Z - Does not want to close my account

By Nicola G.

6 years ago

Message on forum

hello dear AskGamblers! i am having a lot of troubles with casino z.
What happened is i made a request to block my account thru live chat on day 9 of January. Live support was very rude and seems like semi-bot. He told me to type an email to [email protected] , but this email doesn't exist:

[email protected]
SMTP error from remote mail server after RCPT TO::
host aspmx.l.google.com [173.194.73.27]: 550-5.1.1 The email account that you tried to reach does not exist. Please try
550-5.1.1 double-checking the recipient's email address for typos or
550-5.1.1 unnecessary spaces. Learn more at
550 5.1.1 https://support.google.com/mail/?p=NoSuchUser z12si5958455ljj.28 - gsmtp

i sent him this message, but as i told before i don't think live support was a real person, he told me to write an email to another adress: security@casino-z.com
And guess what? another error..

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its
recipients. This is a permanent error. The following address(es) failed:

security@xn--asino-z-xjg.com
Unrouteable address

------ This is a copy of the message, including all the headers. ------

So support told me what my request was provided to operator. But nothing happened account is still open, yesterday i contacted live support once again, he told me to send an email to another adress : support@casino-z.com.
This time message was delivered, but i dint receive any answer. So now i contacted live support once again and... stepback to reality, he told me to type an email to security@casino-z.com, ofc this email adress still doesn't exist.

I dont have chat transcriptions from the last chats, cuz they don't have this kind of option on the site. But here is copypaste from today conversation:
hello
18:36
Hello, how can I help you?
18:37
have a question
18:37
i am requesting to close my account for 4 days
18:37
i dont receive any answer from your email support
18:37
i lost 60 usd since then
18:37
this is bs i guess
18:38
Please send an e-mail to security@casino-z.com once again. The Security Department will provide further assistance upon your request.

You should indicate only one recipient (security@casino-z.com).
18:38
so it was [email protected] , after [email protected] and now security@casino-z.com
18:39
you must be joking right?
18:39
i will create complain on askgamblers
18:39
Please send an e-mail to security@casino-z.com once again. The Security Department will provide further assistance upon your request.
18:40
my account suppost to be closed after my first request
18:40
not by you giving me invalid email adresses
18:40
do you have my chat transcriptions from last chat?
18:41
i need to use it for complaint
18:41
We kindly ask you to follow the instructions above.
18:42
i asked you a question, i will follow instructions
18:44
but first you will me compensate 60 usd
18:44
so please answer my question, do you have chat transcription
18:45
i am typing a complaint
18:45
like what is this
18:45
delay of block
18:45
contacting you 3 times
18:45
and all 3 time you giving me 3 diferent emails
18:45
kidding me or something
18:45
We kindly ask you to follow the instructions above.
18:47
will you answer my question about chat transcription?

and after that he closed chat: Message with connection error.

So this situation is insane and pathetic, i never saw something like that, account should be closed right after first request of the user.
On this period then they gave me all those invalid emails i lost 60 usd, I would like to get this money back into my bitcoin wallet and finally get my account closed. Casino just do not want to close my account and this is nonsense .
Thank you very much!

Disputed Casino SpinBetter Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

6 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Nicola25

• Portugal • 9 reviews

6 years ago

Dear Askgamblers, issue is resolved. You can close the complaint.
Thank you very much.

SpinBetter Casino

• Representative

6 years ago

Dear Askgamblers this player made deposits using his payment card and through Bitcoin he successfully received a bonus from us, made bets on sports and played in slots, as a result, he lost all the money that he wants to return to us unclear. As he requested, his account is blocked. All confirmations on these facts have been sent to your support team support@askgamblers.com. We are waiting for your decision on this matter. Please resolve this dispute.

Nicola25

• Portugal • 9 reviews

6 years ago

12.01.2020 15:43
Receipt of e-payment in the amount of 13.31 EUR (, №691331****1b)
12.01.2020 14:29
Receipt of e-payment in the amount of 13.27 EUR (, №d3800b****d4)
12.01.2020 04:19
Receipt of e-payment in the amount of 13.26 EUR (, №dcb8c5****bd)
12.01.2020 03:28
Receipt of e-payment in the amount of 13.20 EUR (, №1b6e91****e3)

Those money, my first request was made on 09.01 , 5 days passed account still open doe

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