SpinBetter Casino

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and helping me receive my withdrawn funds.

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.

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,

MK

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.