SpinBetter Casino - El jugador aún no ha recibido las ganancias.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Doktor.kosmos,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Now the casino closed my account and I am unable to log in. I am not getting any information what happens with my pending balance.

Hi Attila,

I see your reply, but the issue here is that they are not even allowing me to withdraw at all due to "technical issues" on their side. They have confirmed that they do not require verification for me to withdraw.

So this is not an issue of the site taking time to process the withdrawal or preforming KYC checks -- the option to withdraw is not available at all. Whenever I email them to follow up on this issue, I get ignored.

Thanks,

*****

Dear Doktor.kosmos,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi,

I have still not received my withdrawal and I am being largely ignored on email.

Hello,

Your account was blocked due to indications of gambling addiction. On the 29th you contacted our Support team, and based on that conversation we urgently decided to block the account to protect your life and health.

To consider lifting the block, please send an official document confirming the absence of a gambling disorder to securi­ty@­spi­nbe­tte­r.com

. This must be a properly issued document from a competent authority or licensed medical/counseling professional, in accordance with the laws of your country of residence.

Once we receive and verify the document, we will review your case. Thank you for your understanding and cooperation.

Best regards,

SpinBetter Security Team

I never indicated I had a gambling addiction.

Nevertheless, I simply want my withdrawal, which is what this complaint is about. I don't need the account unblocked.

Dear SpinBetter Casino, could you please confirm whether the documents provided by the player are sufficient for the verification of their account? Additionally, is there anything the player can do at this stage to withdraw their funds?

Thank you in advance for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Doktor.kosmos, do you have any updates for us in regards to this complaint?

Thank you in advance for your response.

Dear Doktor.kosmos,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru