Complaint #15 SpinBetter Casino

Casino Z - Many rejected payments for my €508

By Markus W.

4 years ago

I deposited on 15th of October €300 with Neteller for using an welcome bonus and played a while, I met all wagering requirements and had the money (€509,47) also shown as real money for a withdrawal in my account.

As I wanted to request the withdrawal, Neteller was not available for a cashout. (Skrill is shown as available)

I contacted the support and got the advice to deposit the minimum amount with another method for deposits, in my case with credit card. I should then use this credit card for the withdrawal. I did this and I had to verify my card as its normal, after that I requested a withdrawal with credit card.

It was rejected.

I went back to the support and explained all again, then I was told to withdraw again but it was rejected again and I got the message, I should use the same option for the withdrawal which I used for doing the deposit.

After I explained their problem again, they told me, I have to wager 0,80 Cent more, then I would be able to withdraw with credit card.

I didn’t understand WHY I have to do this but accepted it without any discussion. I wagered €1 and required a withdrawal on the 29th of October. After some seconds it had the status approved and so I thought that now after this endless story all things are alright.

Today 2nd of November I had a look into my account and had to notice that it had been rejected again.

As always I have been to the support chat and I also got an support agent there, but after 76 minutes of waiting without an answer or a reaction I had to quit and leave.

So I don't know what more to do, I was asking in the support but got no answer for about a half an hour, then I told them, that in that case I have to open an complaint. The support is also really bad, in terms of response time and willingness to help.

It's only €508 but it looks like the casino is deliberately delaying or delaying withdrawals, I can't tell you the possible background. Or they have absolutely no control over their payment methods or processes, both reasons I find absolutely unacceptable as a customer. I am not willing to waste any senseless more time here after having already wasted several hours with the support.

So I hope they will care about it now after I had to open an complaint and they will have a serious check of the situation and I hope they will take care about for finding solutions of their general payment problems.

Disputed Casino SpinBetter Casino

Reason Declined payment

Amount €508

Discussion

AskGamblers

• Support Team

4 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.

Makanaki

• Austria • 1 reviews

4 years ago

The complaint can be closed, I have received the payout via Neteller.

I find it interesting how quickly and easily it can work.... The complaint was opened and then it went very quickly.

But the solution was long overdue. I find it hard to imagine the claim that the payout via credit card was rejected by the recipient, but I can't refute the claim either. There were, however, several refusals by credit card and other reasons were given by the chat, but never mind.

As I said, if you want to take technical complications as a basis, then you just don't have the technology under control, but unfortunately that doesn't diminish the problem.

Nevertheless, the indifference shown to a customer by the support team remains inexcusable for me. You only go to these channels if you have to and if you have problems, and it gets worse if the support is unwilling or unable to help. As I said, even though you were assigned a support employee and all you get to read from him is "hold on" and then there is not a word and no reaction for another 67 minutes, that is not only disappointing but simply an impertinence.

SpinBetter Casino

• Representative

4 years ago

Dear MAKANAKI,

First of all, we would like to apologize that you have faced a funds withdrawal issue, so we credited a bonus worth 20 euros to your account.

Our technical team made minor changes to the Neteller payment system, that is why it was temporarily hidden.

The withdrawal request to your bank card was rejected because we once again received a response from the payment agent that the card-issuing bank declined the transfer.

The problems with Neteller have now been fixed, so feel free to use Neteller to withdraw your winnings.

Once again, we apologize for the incident and hope that you will no longer face fund withdrawal issues.

P.S. We will connect new VISA / MC deposits and withdrawal methods very soon and, we hope that no one from our players will ever face the problem of withdrawing funds :)

Kind Regards,
Casino-Z Team

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

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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.

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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.

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

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

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