Complaint #147 SpinBetter Casino

Ignoring request for self exclusions

By jimmyblue23

4 days ago

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.

Disputed Casino SpinBetter Casino

Reason Self-exclusion

Discussion

93 hours left for jimmyblue23 to respond.

SpinBetter Casino

• Representative

2 hours ago

Dear Sir,

Thank you for your message.

We would like to provide additional clarification regarding this case.

Based on our internal records:

On 05.05.2026, we identified behavior that raised concerns regarding possible gambling-related harm.
On 07.05.2026, the player was contacted directly and asked whether they were experiencing any issues related to gambling behavior.
As a precautionary measure, the account was restricted, including the prevention of deposits and betting activity, in order to ensure responsible gaming safeguards.
On 31.07.2026, the player confirmed gambling-related issues, after which the account was permanently closed in accordance with our Responsible Gaming policy.

We would also like to clarify that during any active self-exclusion period, players are clearly informed that opening new accounts is strictly prohibited. The company cannot be held responsible if a player attempts to register a new account in violation of these terms.

Regarding marketing communications, we are currently reviewing this part of the case separately and will provide a follow-up update once the internal check is completed.

We remain committed to responsible gaming principles and player protection and will continue cooperating fully on this matter.

Best regards,
SpinBetter Team

SpinBetter Casino

• Representative

3 days ago

Dear Sir,

Thank you for your message.

We confirm that your complaint has been received and officially registered.

Your case has now been forwarded to the relevant department for further review and investigation. We will carefully examine all the details related to your account and self-exclusion request and will update you as soon as we have an outcome.

Thank you for your patience and understanding.

Best regards,
SpinBetter Team

SpinBetter Casino Complaint Stats

Resolved 43 / 44

Avg. Amount $1,595

Avg. Complaint Duration 7 days

Avg. Response Time 1 day

Complaint Status

93h left

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SpinBetter Casino Complaints

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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.

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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.

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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.
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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.
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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.

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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

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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.

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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.

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Endless impractical verification loop blocking winnings

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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.

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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.

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I believe this is an unreasonable delay and an abuse of the verification procedure. I kindly request AskGamblers’ assistance in resolving this issue

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