Complaint #102 SpinBetter Casino

Withdrawal Not Received

By Martina K.

11 months ago

Hello,

I am contacting you regarding a withdrawal issue with Spinbetter.

Spinbetter Account ID: 1155538191

Withdrawal amount: 6,000 CZK

Transaction IDs:

3837563683 – 13.8.2025 6:01 – 3,000 CZK

3837600593 – 13.8.2025 6:29 – 3,000 CZK

I deposited funds via Google Pay, and Spinbetter did not allow any other withdrawal method. I had to choose the same method I used for the deposit, which was a SEPA transfer to Google Pay. However, Google Pay does not accept such withdrawals, so the payment could not be completed.

I have communicated multiple times with Spinbetter via email at processing-en@spinbetter.com, but they keep sending me only statements confirming the payment was processed, without any real solution. I have official confirmation from Google that no funds were received.

As I do not see any other way to resolve this directly with Spinbetter, I am turning to you for assistance. I have attached official confirmation from Google as proof that the payment was not received.

I respectfully request your help in recovering my funds and ensuring the withdrawal is completed correctly.

Thank you,

Disputed Casino SpinBetter Casino

Reason Delayed payment

Amount Kč6000

Discussion

AskGamblers

• Support Team

10 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team has no other choice but to reject the case.

We thank both parties for their assistance during the complaint process.

Ertina

• Czech Republic

10 months ago

Dear AskGamblers,

I understand your request. However, I no longer have the strength to keep sending the same documents again and again, especially since it does not lead to any progress. I have already provided everything I can, and I cannot access or provide any further statements related to the IBAN in question.

I am exhausted and would like this case to be closed. Still, I sincerely thank you for your time and assistance throughout the process.

Best regards,
MK

AskGamblers

• Support Team

10 months ago

Dear @Ertina,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the SpinBetter Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

SpinBetter Casino

• Representative

10 months ago

Hello,

We’ve checked the mailbox processing@spinbetter.com
: the last email from you was received on the 8th. Since then, we haven’t received any new messages.

To help you quickly, please:
• resend your last email (ideally from the same address),
• include the subject, date/time sent, and your Player ID,
• attach any screenshots/receipts if relevant.

If you already sent it, please verify the address, check for bounce/undelivered notices, and look in your Sent/Outbox folder. You can also duplicate your request via our 24/7 live chat or send it to support@spinbetter.com
with the note: “Resubmission for processing.”

We’ll prioritize your case as soon as we receive it.

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.

42h 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.

81h 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.