Deposit not credited

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.