Account verification and withdrawal delay

Dear AskGamblers Team and Dear Player,

Thank you for your patience.

We would like to provide an update regarding this case.

Over the past two days, we have conducted an additional internal review to determine whether any requests regarding the rescheduling of the video verification were received from the player via email or Telegram after the previously scheduled session was missed.

At this stage, the responsible manager has confirmed that no messages or requests regarding the rescheduling of the video verification were received from the player through the available communication channels.

In order to move this case forward, on June 4, 2026, we proactively contacted the player via the email address registered on the account and arranged a new video verification appointment.

We would like to inform all parties that the video verification session has been scheduled for June 4, 2026, at 17:00 UTC. The player has been notified accordingly by email.

We would also kindly ask the player to check the Spam, Promotions, Social and any other filtered email folders, as automated notifications may occasionally be redirected there by the email provider.

We can further confirm that proof of the notification email being sent is available and can be provided to the AskGamblers Complaint Team upon request.

We remain fully committed to assisting the player and resolving this matter as efficiently as possible. Once the video verification procedure has been successfully completed, the case will proceed to the next stage of review in accordance with our security and compliance procedures.

Kind regards,

SpinBetter Security & Compliance Team

Dear Daria,

Thank you for your response.

At the moment, we still have not received clarification regarding our previous questions about your communication with the VIP Manager, including whether a specific date and time for the video verification were provided and whether you received the verification link.

We have additionally checked this matter with the responsible manager. According to the information available to us, no messages or responses were received from your side via email or Telegram regarding the scheduling of the verification session.

To avoid any further misunderstandings and to assist in resolving this matter as quickly as possible, we kindly ask you to contact our Claims Department directly at claims­@sp­inb­ett­er.com.

Please provide your Player ID, the email address associated with your account, and any details regarding your previous communication attempts. Upon receiving your information, we will be able to coordinate with the relevant department and arrange a new date for the video verification procedure if required.

We look forward to your response and cooperation.

Kind regards,

Spinbetter Security & Compliance Team

Dear Daria,

Thank you for your response.

Could you please clarify whether your VIP Manager provided you with a specific date and time for the video verification appointment?

Additionally, we would like to ask whether you received the verification link required to attend the video verification session and whether you were able to access it successfully.

For transparency and proper documentation of this case, we kindly ask you to confirm these details here so that we can accurately review the circumstances and assist in resolving the matter.

Kind regards,

Spinbetter Security & Compliance Team

Dear AskGamblers Team and Dear Player,

First of all, we would like to thank AskGamblers for providing us with the opportunity to clarify the circumstances of this case.

After reviewing the communication history and verification records, we would like to emphasize that the delay in resolving this matter is directly related to the video verification procedure, which remains incomplete.

From our side, video verification was scheduled for the player on three separate occasions. However, the verification process could not be completed due to circumstances unrelated to the casino's willingness to cooperate. According to the information provided by the player, one of the invitations was not noticed because the email had been delivered to the spam folder. Subsequently, additional difficulties arose when the player experienced issues accessing and understanding the verification link and appointment process.

We would like to stress that throughout the entire process, Spinbetter remained fully committed to cooperation, transparency, and the completion of all necessary verification procedures. At no point was the player denied the opportunity to complete verification.

In order to resolve this matter as efficiently as possible, we remain fully willing to cooperate and would like to invite the player to contact our Claims Department directly at claims­@sp­inb­ett­er.com. Upon receiving the player's confirmation, we will gladly arrange a new video verification appointment at a mutually convenient date and time.

Please note that once the video verification procedure is successfully completed, the player's case can proceed to the next stage of review in accordance with our security and compliance requirements.

We remain open to cooperation and look forward to resolving this matter in a transparent and constructive manner.

Kind regards,

Spinbetter Security & Compliance Team