SpinBetter Casino

SpinBetter Casino - Endless impractical verification loop blocking winnings

$350

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.

SpinBetter Casino - Account verification and withdrawal delay

€4884.4

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.

Unresolved

zł2951

SpinBetter Casino - 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.

SpinBetter Casino - Verification not cleared

RON1600

Hi, i have been waiting three weeks for verification. I have sent all documents they have asked for but for 3 weeks i have not recieved any updates. The only updates i get is "it will be handled in time".

The verification also started after i won in a deposit lottery. I have not recieved any winnings from the promotion, since my account is under verification

SpinBetter Casino - Withdrawal Not Received

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 [email protected], 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,

Rejected

Kč6000

SpinBetter Casino - Blocking of funds and requirement of strange documents

Hello,

I’d like to file a complaint against SpinBetter Casino.

On Saturday, I made several deposits totaling approximately 1200 EUR. After playing for a while, I ended up with around 12,000 PLN in my account. I decided to stop playing and requested a withdrawal. I successfully withdrew 4,000 PLN, which is around 930 EUR, meaning I still haven’t recovered even my full deposit.

Later, the casino blocked my account and the remaining 8,000 PLN. Initially, they requested identity verification – I sent my ID and a photo with the laptop showing our chat, as requested. Then suddenly, without any clear explanation, they demanded a certificate from a medical specialist confirming I am not addicted to gambling.

Such a document is extremely difficult to obtain in Poland – it requires months of therapy and medical evaluation. I did have a self-excluded account in the past, but I’ve clearly stated in my email that I am fully aware of my actions, responsible for the deposits, and I acted as an adult. I voluntarily played and stopped. At the very least, I ask for the return of the money I deposited. I believe it is unfair to keep my funds under such conditions.

Please help me resolve this situation.

Thank you in advance.

SpinBetter Casino - Account close without any warning

zł8000

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 [email protected]. 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!

SpinBetter Casino - Casino unable to present a functional withdrawal option

I hereby submit a formal complaint against SpinBetter Casino (Curaçao-eGaming license) under your AGCCS process. Despite following all instructions and pursuing every avenue with the operator, I have been prevented from accessing legitimately won funds—47,779.98 SEK in deposits plus ~70,000 SEK in winnings—in clear breach of Curaçao’s regulatory framework.

1. Summary of Issue

• Total Deposits: 47,779.98 SEK (all “receipt of payment” transactions between April 2–25, 2025)

• Unwithdrawn Winnings: ~70 000 SEK

• Core Problem: No workable withdrawal method was ever provided, despite exhaustive support requests and verifications.

2. Withdrawal Failures

I made 14 withdrawal requests that were “Unable to withdraw funds”:

• First failed attempt: Request №3426095643 on 08 April 2025 at 07:49

• Last failed attempt: Request №3435825607 on 11 April 2025 at 00:27

3. Verification as Advised

Per SpinBetter’s customer-support guidance, I completed all requested verifications:

• Paysafecard account verification

• Neteller account verification

• SEPA bank transfer details verification

I retain email evidence showing them confirming each verification and promising this would unlock a withdrawal channel. Four days later, they abruptly declared only cryptocurrency withdrawals possible—an option I never would have selected and which was not part of my original signup terms.

4. Unilateral Change of Terms

• On registration, SpinBetter offered multiple withdrawal methods (Paysafecard, Neteller, bank transfer, etc.).

• Without notice, they amended the terms to insist on cryptocurrency-only withdrawals, contrary to fair-play and transparency standards.

5. Attempts via SpinBetter Complaints Department

• On April 11, 2025, following support advice, I formally lodged a complaint with the SpinBetter Complaints Department.

• Since then, I have sent numerous follow-up emails—all ignored.

6. Regulatory Breach under Curaçao’s LOK & ADR Policy

Under the National Ordinance on Games of Chance (LOK) effective December 2024, Curaçao-licensed operators must provide an Alternative Dispute Resolution (ADR) mechanism for unresolved player complaints. ADR providers are independent, CGA-approved, and their decisions are binding on the operator; any non-cooperation must be reported to the Curaçao Gaming Authority .

SpinBetter’s refusal to furnish a functional withdrawal method—and their complete non-response to both customer support and formal complaints—constitutes a material breach of these license conditions.

7. Request to AskGamblers (AGCCS)

Please:

1. Register this case under AskGamblers Casino Complaint Service.

2. Contact SpinBetter Casino on my behalf to demand an immediate, non-crypto withdrawal solution.

3. Escalate to your approved ADR provider if SpinBetter fails to comply.

4. Seek full restitution of my deposits (47,779.98 SEK) plus my unwithdrawn winnings (70,000 SEK).

I have attached all pertinent documentation:

• Full transaction logs (deposits & failed withdrawals)

• Email threads confirming my verification steps (Paysafecard, Neteller, SEPA) and their instructions

• Screenshots of the original withdrawal options presented

I’m seeking help from Askgamblers to mediate in this matter, since Spinbetter keeps ignoring me.

SpinBetter Casino - They wont withdraw my money

kr1000

Hello
I would like to complaint about SpinBetter casino’s issues with withdraw payments. I tried this casino based on a good rating from players, first problem was that I didn’t get my bonus after I put in money, so I overcame this, next problem was following right after that, when I must have insert another money to withdraw my already existing money on that account, because it didn’t want me to withdraw them by my payment method, so I did, but it wouldn’t let me withdraw even tho, because I was supposed to withdraw all of my money on bets to be able to get them back. So I did. And now to my main and right now only problem. I was trying to withdraw my money after I got money from bets I won, but SpinBetter won’t let me withdraw. The payment itself says „succesful” just to later change to „declined because of client”. I tried to contact support and they recommended me I must bet 100% of my payment to withdraw (which I already did, so I replied that back to them) and their asnwer was to try withdraw later. I’m trying to withdraw my money for 2 days without success. And as I looked through the issues with this casino on this page, I’m not far the one and only with the same type of issue. If I would’ve known that before, I would never even joined it. Could you help me solve this issue?

Kč700

Complaint Statistics

Resolved 38

Avg. Amount $ 1,572

Avg. Complaint Duration 7 days

Avg. Response Time 1 day

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Player rating

9.1/10 ● 421 reviews

Top reviews from our players

Inactive user

5 years ago

1/10

Variety of games and a good variety of deposits and withdrawal options, but that is all. The not reason I am writing anything on the positive is because I must in order to post my review.

Customer service level is extremely low. For absolutely no explanation their “security” blocked my account and when I enquired as to why, they accused me of providing incorrect data (100% not true). I responded that I do not know what they are speaking of since all my data is correct (I even checked my account profile just in case) and asked for them to clarify. Their response was multiple single line emails with ridiculous instructions (at one point I thought this was a joke). My experience interacting with this website has been unprofessional, arrogant, obstinate and very rude. I absolutely DO NOT recommend this website. There are many other websites on line that treat their customers with respect but it sure isn’t Casino-Z. I do not understand how they managed to receive the rating they have. With the way customers are treated, I expect this website will not last long.

MMAND

10/10

I found Casino-Z this year, about two months ago. I withdrew $ 850 to the card. The amount is not cosmic, but I am satisfied. The site is usually loaded and just perceived. The graphics are nice looking. Bonuses come once a week, and you can immediately withdraw, everything works, a pleasant trifle no matter what you say! While I'm happy with everything, I play mainly on slots.

Dear MMAND. Thank you for rour review. We wish you good luck and big wins in our casino :)

SpinBetter Casino 5 years ago

Inactive user

5 years ago

1/10

Worst casino ever do not play here... I mean it....deposited a lot of money didn't get the welcome bonus, when I asked for it they said that they could not give it to me... overall experience very bad... countless rounds without winning anything!!!

Dear Neutryno, In accordance with our bonus rules: How to get your bonus Create a new account, enter all necessary information in your profile and activate your phone number. Make a first deposit of at least €10 and the bonus will be automatically credited to your account. Log in and use your bonus account. Terms and conditions: 1. The bonus is only credited to accounts with fully completed profiles. Instead of the passport number, you entered the data "Romanian"

SpinBetter Casino 5 years ago

fixmylime

10/10

Everything on the website is effortless and easy to find. Really modern and slick casino design. Excellent choice of providers and slots. Swift verification and withdrawal, attractive bonuses. All in all, the right casino and I would recommend it.

fruitslad

10/10

Casino Z is the best casino I've played at, by far. The casino with excellent bonuses, tournaments, and fast payout. The customer service is the best I have encountered. All the agents and account managers are friendly and a pleasure to deal with.

alezander

10/10

Excellent game selection with a massive range of slots, which is what I tend to use mostly. I have missed one of my bonuses, and it was expired, but after giving them the message, they gave me my bonus back. Haven't still won big here, but that's not a complaint just a bit of bad beat luck. Overall I had a great time at Lucky Bank Robbers. I think they have an intriguing concept with excellent game selection and a superb welcome bonus.

olivetr

10/10

Slot variety is a strong side of this casino! Everything else is functional and useful to go. Depositing is easy. My favorite part is the verification and withdraws. It was both done in under one hour.

drewmad

10/10

The Casino Z is pretty impressive, with a lot of features that a gambler needs. Smartphone friendly site. With them for over a month now and had several decent wins. Pretty large selection of games and helpful live chat. Top class.

Stanley222

10/10

Another fantastic casino, probably my favorite. I played a few games and managed to win something. Online chatting is very helpful. I would recommend to all new players. Real excellent for crypto as well.

ArtemXX