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 43 / 44

Avg. Amount $1,595

Avg. Complaint Duration 7 days

Avg. Response Time 1 day

SpinBetter Casino Complaints

See all complaints for this casino

Deposit refund delayed

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.

51h left

€1,375

Ignoring request for self exclusions

Dear Sir or Madam,

I had an account with SpinBetter and asked for permanent closure years ago. Unfortunately, I forgot about this and registered a new account (with completely the same personal details).

After some deposits I requested a one-year ban for the new account explicitly citing responsible gaming and exactly following the casinos terms under the responsible gaming section.

However, repeated attempts failed and lately I even got a VIP offer for coming back.

In my opinion it's a severe violation of responsible gaming that deposits after the confirmation of self-exclusion (2nd e-mail) were still possible.

90h left

Deposit not credited

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.

Resolved

UZS2,505,000

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