Complaint #93 SpinBetter Casino

Account close without any warning

By Exu999

1 year ago

Hello,

On 21.04 I’ve made 2 deposits of 100€ each in my local currency.
After 2h of play, I didn’t loose my money but I didn’t win big, just playing around, I was being log out without the possibility of log in.
I contact their support, and they put me to send a email to block@spinbetter.com. I’ve send the email, they reply after 36h to give them the proof of payment, I send it to them. After another 30h they asked me for an id card, I send it to them, after another 34h they ask me for the proof of payment for 2nd deposit and I send them that as well. After that no response.

The customer support told me to wait for them to respond but they don’t give you any timeframes, can be in a day or in 10 days or 2 months. On their T&C they don’t have any info about timeframes or account blocked.

I was looking to have some fun and now I have the account blocked, my money is blocked and I don’t have any reason why.

Please help me to have a response from them!

Disputed Casino SpinBetter Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that SpinBetter Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

SpinBetter Casino

• Representative

1 year ago

Hello,
We have provided the forum administration with all the necessary information regarding your case and are currently waiting for their response.

Best regards,
SpinBetter Support Team

Exu999

• 1 reviews

1 year ago

Hello,

2 days ago I receive a email from [email protected] that doesn’t have any sense with what @Spinbetter tells us here!

Here they told me that they cannot find my account because I was registred without email address witch is impossible if you try to create a new account on their site.

On email they said that they lock my account because I told them that I was a gambling addicted but I cannot remember that.

Once again they refuse to answer on support, On here they told me to send them documents, and I’ve done that but after 48h nothing happens.

I just want to withdraw what is in my account but I think they just find another solution to scam the customers

@ASKGAMBLERS I was thinking that you can have some jurisdiction on this matters but Spinbetter ignores you like they ignores me.

This is not a way to treat a customer, closing accounts and confiscate their money because you want, and customer stays in the dark for weeks.

Exu999

• 1 reviews

1 year ago

All the documents were sent!

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