SpinBetter Casino - El jugador cree que el reintegro se ha retrasado.

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 jplencioni,

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

Dear jplencioni,

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 Karla, thanks for following up. I can confirm that I've already submitted all the documentation requested by the casino. Despite having complied with everything, they're still blocking my withdrawal under the excuse that documentation is missing. I would greatly appreciate it if you could contact the casino to clarify what's happening. Thank you very much."

I also sent you the documentation requested by Spinbetter through this means in the previous email.

I still have the amount and I haven't played or placed any bets, only $6,841 pesos were added which should be a weekly refund that they gave me last week.

The total I have in the account is $2,576,841.29.

If you need any additional documentation beyond what I've already sent you, I have no problem sharing it with you (whether it's your passport or whatever you need).

I also have screenshots of payments that were made to me before they started asking me for documentation.

"Summary: I have submitted all documents to Spinbetter. My balance is $2,576,841.29 (ARS). I have not played or placed any new bets. I have proof of successful withdrawals from before they started requesting more documents. I am available to provide any additional identification if needed."

I hope this can be resolved soon so I can withdraw my money.

Thank you very much Karla, I hope to have answers soon.

thank you so much.

"Hola Karla, gracias por el seguimiento. Te confirmo que ya he presentado toda la documentación solicitada por el casino. A pesar de haber cumplido con todo, me siguen bloqueando el retiro bajo la excusa de que falta documentación. Te agradecería mucho si pudieras contactar al casino para que aclaren qué es lo que está pasando. Muchas gracias."

También te mande la documentación solicitada por Spinbetter por este medio en el mail anterior.

sigo teniendo el monto y no he jugado ni realizado ninguna apuesta, solo se sumaron $6.841 pesos que deben ser devolución semanal que me lo dieron la semana pasado.

El total que tengo en la cuenta es $2.576.841,29.

si llegas a necesitar alguna documentación extra de la que ya te pase no tengo ningún inconveniente en compartirte ( sea pasaporte o lo que necesites).

También tengo capturas de pagos que me habían realizado anteriormente de empezar a pedirme documentación.

"Resumen: He enviado todos los documentos a Spinbetter. Mi saldo es de $2,576,841.29 (ARS). No he jugado ni realizado nuevas apuestas. Tengo comprobantes de retiros anteriores exitosos antes de que comenzaran a pedir más documentos. Estoy a disposición para proporcionar cualquier identificación adicional si fuera necesario."

espero que pronto se pueda solucionar y poder retirar mi dinero.

muchas gracias Karla, espero tener respuestas pronto.

muchas gracias.

Dear jplencioni, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Dear Karla,

Below, I share the detailed answers to your questions along with the case evidence (transaction history and support chats), supplementing the documentation I sent you in my first message:

Have you successfully withdrawn any money before?

Yes, I've made multiple successful withdrawals recently without any issues. Here's a breakdown of the payments I received before the problems started:

13/04/2026: Successful withdrawal of $500,000

15/04/2026: Successful withdrawal of $300,000

26/04/2026: Successful withdrawal of $450,000

26/04/2026: Successful withdrawal of $502,500

27/04/2026: Successful withdrawal of $550,000

Could you confirm if you have already passed the identity verification (KYC)?

I submitted all the required documentation during my initial contact. However, the casino's support team is now rejecting one of my bank statements, falsely claiming it's "not real" or "not original." I want to emphasize that it's a legitimate, official document, downloaded directly from my bank's platform, without any alterations.

Furthermore, my request of April 26, 2026, for $1,000,000 was initially approved, but on April 29, 2026, it was denied and the money was returned to my balance. I have been unable to withdraw my funds for over 12 days.

Did you accumulate your earnings with or without an active bonus?

Everything I played and won was with cash; I never used or played with bonuses.

Did you play casino games or bet on sports?

I played both sports betting and live roulette in the casino section.

Attached to this message are screenshots of the history that demonstrate these transactions and the chats with technical support where they make the accusation regarding the statement.

I greatly appreciate your time and assistance in resolving this case.

Sincerely,

jplencioni

Remember:

When posting this text in the forum thread or in the email, don't forget to attach the following files:

Transaction history screenshots.

Screenshots of the technical support chat.

Let me know if you were able to send it correctly or if you want us to check the status of your claim at Casino Guru.

Estimada Karla,

A continuación, comparto las respuestas detalladas a tus preguntas junto con las evidencias del caso (historial de transacciones y chats de soporte), complementando la documentación que te envié en mi primer mensaje:

¿Has realizado algún retiro de dinero con éxito anteriormente?

Sí, he realizado múltiples retiros exitosos recientemente sin trabas. Detallo los pagos cobrados efectivamente antes de que comenzaran los problemas:

13/04/2026: Retiro exitoso de $500.000

15/04/2026: Retiro exitoso de $300.000

26/04/2026: Retiro exitoso de $450.000

26/04/2026: Retiro exitoso de $502.500

27/04/2026: Retiro exitoso de $550.000

¿Podrías confirmar si ya pasaste la verificación de identidad (KYC)?

Envié toda la documentación requerida en mi primer contacto. Sin embargo, el soporte del casino ahora rechaza uno de mis extractos bancarios alegando falsamente que "no es real" o "no es original". Recalco que es un documento legítimo, oficial y descargado directamente de la plataforma de mi banco, sin ninguna edición.

Además, mi solicitud del 26/04/2026 por $1.000.000 fue aprobada al principio, pero el 29/04/2026 fue denegada y devolvieron el dinero a mi balance. Llevo más de 12 días sin poder retirar mis fondos.

¿Acumulaste tus ganancias con o sin un bono activo?

Todo lo jugado y ganado fue con dinero en efectivo, nunca utilicé ni jugué con bonos.

¿Jugaste a juegos de casino o apostaste en deportes?

Jugué tanto en apuestas deportivas como en la ruleta en vivo de la sección de casino.

Adjunto a este mensaje las capturas de pantalla del historial que demuestran estos movimientos y los chats con el soporte técnico donde me hacen la acusación sobre el extracto.

Agradezco mucho tu tiempo y asistencia para resolver este caso.

Atentamente,

jplencioni

Recuerda:

Al momento de enviar este texto en la cadena del foro o en el mail, no olvides adjuntar los siguientes archivos:

Las capturas del historial de transacciones.

Las capturas de pantalla del chat de soporte técnico.

Avisame si pudiste enviarlo correctamente o si querés que revisemos el estado de tu reclamo en Casino Guru.

Karla, here are the missing screenshots from the technical support chat, where they incorrectly tell me that the bank statement is not original.

Karla, aquí adjunto las capturas de pantalla del chat de soporte técnico que faltaban, donde me indican de forma errónea que el extracto bancario no es original.

Dear jplencioni,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana, (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear jplencioni,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite SpinBetter Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear jplencioni,

Thank you for your message.

Please be informed that the verification (KYC/AML) process is a mandatory and standard procedure applied in accordance with our licensing requirements and internal security policies. This procedure is necessary to ensure the safety of the platform, prevent fraudulent activity, and comply with regulatory obligations.

At this stage, we have already escalated the case and requested a detailed review from our Security Department. We are currently awaiting their feedback and further instructions regarding the player’s account and the relevant withdrawal/verification status.

As soon as we receive additional information or a final update from the Security Department, we will promptly inform you here in this thread.

We appreciate your cooperation and understanding.

Kind regards,

SpinBetter

"Thank you for the update. However, I would like to emphasize that this withdrawal request and document verification process has already been delayed by more than two weeks."

All requested documents, including the bank statement, were downloaded directly from my official banking platform as legitimate PDF files, without any alteration. Labeling an official bank document as 'not original' or 'fake' is completely incorrect, and I have already provided all the screenshots of my transaction history and support chats to prove it.

I have fully cooperated with each of the requests (photos of my ID, selfies, multiple bank statements, and proof of my CBU account details) and I have not placed any new bets with my cash balance of ARS $2,576,841.29. I expect your Security Department to review these legitimate documents as soon as possible and resolve this unfair delay immediately. Thank you.

"Gracias por la actualización. Sin embargo, me gustaría enfatizar que esta solicitud de retiro y el proceso de verificación de documentos ya se han demorado por más de dos semanas.

Todos los documentos solicitados, incluido el extracto bancario, fueron descargados directamente de mi plataforma bancaria oficial como archivos PDF legítimos, sin ninguna alteración. Calificar un documento bancario oficial como 'no original' o 'falso' es completamente incorrecto, y ya he proporcionado todas las capturas de pantalla de mi historial de transacciones y chats de soporte para demostrarlo.

He cooperado plenamente con cada una de las solicitudes (fotos de DNI, selfies, múltiples extractos bancarios y comprobantes de CBU) y no he realizado ninguna apuesta nueva con mi saldo en efectivo de $2.576.841,29 ARS. Espero que su Departamento de Seguridad revise estos archivos legítimos a la brevedad y resuelva este retraso injusto de inmediato. Gracias."

Dear jplencioni,

Thank you for your continued cooperation and for providing the requested documentation.

In order for our Security Department to complete the verification process and proceed with the review of your withdrawal request, we kindly ask you to additionally provide an official CVU/ARS bank statement in PDF format associated with the payment method used on your account.

Please ensure that the document:

is issued directly by the banking platform;

clearly displays the account holder’s details and CVU information;

is provided in its original PDF format without modifications or screenshots.

Please note that this request is part of the standard verification and compliance procedure carried out in accordance with our internal security policies and regulatory obligations.

Once the requested document is received, the relevant department will continue the review of your case accordingly.

We appreciate your patience and cooperation.

Kind regards,

SpinBetter

Dear jplencioni,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for documents for verification.

In case you have any questions, don´t hesitate to contact me. Once you upload the document, please let me know. Your assistance and help is greatly appreciated.

"I am attaching the requested official extracts. Since the forum system does not allow direct uploading of PDF files, I am sending both documents immediately to the official support email address ( karla.m@casino.guru ) under the subject 'SpinBetter Claim - Juan Pablo Lencioni' so that they may be added to my file."

"Adjunto los extractos oficiales solicitados. Debido a que el sistema del foro no permite la carga directa de archivos en formato PDF, procedo a enviar ambos documentos de manera inmediata al correo electrónico oficial de soporte (karla.m@casino.guru) bajo el asunto 'Reclamo SpinBetter - Juan Pablo Lencioni' para que sean añadidos a mi expediente."

Dear jplencioni,

Thank you for reaching out. Would you be so kind as to send the PDF document directly to the casino? This would facilitate their review and help to expedite the process in this matter.

Your support and cooperation are sincerely appreciated.

Hi Jana, as you requested, I have already sent all the original PDF documents along with my ID photos, CBU and selfies directly to the casino's email address.

I want to emphatically stress that I had already submitted all this documentation to the casino before opening this complaint, and they have been delaying my withdrawal of $2,576,841.29 ARS for more than 15 days with completely unfounded excuses about the originality of my files.

This attitude from the casino is contradictory and unjustified, since they previously considered me a fully verified user and successfully paid me a total of ARS $2,302,500 between April 13th and 27th (which I detailed and proved in the screenshots in this thread). It's clear that the problems only started when I tried to withdraw a larger amount.

I have fully and transparently cooperated, sending the native PDF files with their metadata intact directly to your official support and claims emails. I demand that the casino stop giving the same evasive answers. Please follow up on this case to prevent them from continuing to arbitrarily reject my legitimate documents. Thank you very much for your intervention!

Hola Jana, tal como me solicitaste, ya le envié directamente al correo electrónico del casino todos los documentos PDF originales junto con mis fotos de DNI, CBU y selfies.

Quiero recalcar enfáticamente que toda esta documentación ya se la había presentado al casino antes de abrir esta queja, y llevan más de 15 días dilatando mi retiro de $2.576.841,29 ARS con excusas totalmente infundadas sobre la originalidad de mis archivos.

Esta actitud del casino es contradictoria e injustificada, ya que anteriormente me consideraban un usuario completamente verificado y me pagaron de forma exitosa un total de $2.302.500 ARS entre el 13 y el 27 de abril (lo cual dejé detallado y probado en las capturas de este hilo). Es evidente que las trabas comenzaron únicamente cuando intenté retirar un monto mayor.

He cooperado al 100% y de manera transparente, enviando los archivos PDF nativos con sus metadatos intactos directamente a sus correos oficiales de soporte y reclamaciones. Exijo que el casino deje de repetir las mismas respuestas evasivas. Por favor, te pido que sigas de cerca este caso para evitar que sigan rechazando de forma arbitraria mis documentos legítimos. ¡Muchas gracias por tu intervención!

Dear Jana and jplencioni,

Thank you for your patience and continued cooperation throughout this process.

Please be informed that I have already submitted an additional request to our Security Department in order to clarify the current verification status and review the information provided regarding the documents.

At the moment, we are awaiting their response and further instructions concerning the account verification and withdrawal review process. As soon as we receive an update from the relevant department, we will promptly provide additional information here in the thread.

We appreciate your understanding and patience while this review is being finalized.

Kind regards,

SpinBetter

Dear Casino Guru Team and all participants,

Thank you for the opportunity to provide clarification regarding this case.

From the casino’s side, we would like to confirm that the situation is strictly related to the mandatory KYC/AML verification procedure, carried out in accordance with our licensing requirements and internal security policies.

During the verification process, the player submitted multiple documents. However, after a detailed review by our Security Department, certain bank statements previously provided were identified as potentially modified, and therefore could not be accepted as valid proof of funds or payment method ownership.

We would like to clearly state that this does not represent a refusal to pay the player’s funds. The withdrawal process is temporarily on hold pending the submission of valid and fully compliant documentation.

At this stage, the player has been officially requested to provide:

Original CVU/ARS bank statements for April 2026

In full PDF format, downloaded directly from the banking/payment provider

Without any modifications, edits, or screenshots

This requirement is part of our standard enhanced due diligence procedure, especially in cases involving significant or repeated financial activity.

We would also like to emphasize that the Security Department only requests documentation necessary for compliance verification, and all checks are performed strictly in line with regulatory obligations.

Once the player provides the requested valid documentation, the case will be immediately escalated for final review, and the withdrawal status will be reassessed without delay.

We remain fully open to cooperation and are ready to complete the verification process as soon as compliant documents are received.

Kind regards,

SpinBetter Security & Compliance Team

Dear Jana and SpinBetter team:

I categorically deny the casino's accusation of any alteration to my documents. The statements presented accurately reflect the official records from Mercado Pago (downloaded from the app) and Personal Pay (officially provided by their support via email due to platform limitations). The documents transparently reflect my true information, tax ID number (CUIT), and account ownership.

I want to emphasize a fundamental fact that completely contradicts the current stance of the Security Department: this casino has already verified and validated my account, successfully processing five withdrawals between April 13th and 27th for a total of ARS $2,302,500. Screenshots demonstrating these successful transactions and payments are already attached and visible in this same message thread.

It is completely unjustified for the casino to categorize my documents as invalid just when I try to withdraw a larger sum, using automatic metadata alerts (caused by Personal Pay support's own forwarding) as a barrier to not paying.

I have already cooperated fully in this thread. However, to demonstrate my complete good faith and dispel any technical doubts, I am at Jana's complete disposal to record a continuous live video showing my access to my financial applications and the legitimacy of the documents.

I request that Casino Guru review my complete history of previous successful payments and demand that the casino immediately release my funds of ARS $2,576,841.29. Thank you very much.

Estimada Jana y equipo de SpinBetter:

Niego categóricamente la acusación del casino sobre cualquier tipo de modificación en mis documentos. Los extractos presentados corresponden fielmente a los registros oficiales de Mercado Pago (descargado de la app) y Personal Pay (provisto oficialmente por su soporte vía mail debido a limitaciones de su plataforma). Los documentos reflejan mis datos reales, CUIT y titularidad de forma transparente.

Quiero recalcar un hecho fundamental que contradice por completo la postura actual del Departamento de Seguridad: este casino ya verificó y validó mi cuenta previamente, procesando con total éxito 5 retiros entre el 13 y el 27 de abril por un total de $2.302.500 ARS. Las capturas de pantalla que demuestran estos movimientos y pagos exitosos ya se encuentran adjuntas y visibles en este mismo hilo de mensajes.

Es completamente injustificado que el casino catalogue mis documentos como no válidos justo cuando intento retirar una suma mayor, utilizando alertas automáticas de metadatos (provocadas por el propio reenvío del soporte de Personal Pay) como una barrera para no pagar.

Ya he cooperado al máximo en este hilo. Sin embargo, para demostrar mi absoluta buena fe y destruir cualquier duda técnica, me pongo a entera disposición de Jana para grabarle un video continuo en vivo donde se vea el ingreso a mis aplicaciones financieras y la legitimidad de los documentos.

Solicito a Casino Guru que evalúe el historial completo de pagos exitosos anteriores y exija al casino la liberación inmediata de mis fondos de ARS $2.576.841,29. Muchas gracias.

Dear Jana and @jplencioni,

We would like to clarify that the enhanced verification procedure was initiated automatically after the account reached a specific fixed transaction threshold, in accordance with our internal AML/KYC compliance protocols and regulatory obligations. This verification trigger is applied systematically and is not related to the player’s withdrawal request itself.

At this stage, we kindly but firmly ask the player to provide the valid original documents previously requested by our Security Department, specifically the complete PDF bank statements downloaded directly from the payment provider without any edits, modifications, or screenshots.

Please note that once all requested compliant documentation is successfully provided and verified, the review process will be finalized and the matter will be resolved accordingly without unnecessary delay.

We remain fully open to cooperation and committed to resolving this case as soon as the required verification procedure is completed.

With respect,

Spinbetter Security & Compliance Team

Dear Casino Guru team and SpinBetter representatives:

I want to emphasize that the casino's latest response is a repetitive evasion. The Security Department claimed that the previous documents contained metadata alerts, which were triggered solely by Personal Pay support forwarding the request due to limitations in their app.

To definitively dispel any technical doubts, last Friday I resent the official Personal Pay statement directly to their official email addresses via immediate forwarding from my inbox, without even opening the file, thus guaranteeing the absolute integrity of the original metadata. I have screenshots of these forwards that prove my strict adherence to the procedure.

Furthermore, I reiterate my full willingness to Casino Guru to conduct a live video recording or call where I demonstrate in real time my access to the financial applications, validating the absolute legitimacy of the data and the ownership of my accounts.

The casino already has everything in its inbox. I respectfully request that the Casino Guru team end the waiting period and demand the immediate release of my balance of ARS $2,576,841.29.

Thank you very much for your continued support in this mediation.

Estimado equipo de Casino Guru y representantes de SpinBetter:

Aclaro enfáticamente que la última respuesta del casino es una evasiva repetitiva. El Departamento de Seguridad alegaba que los documentos anteriores contenían alertas de metadatos, las cuales fueron provocadas únicamente por el reenvío del soporte de Personal Pay debido a limitaciones de su app.

Para disipar cualquier duda técnica de forma definitiva, el pasado viernes volví a enviar el extracto oficial de Personal Pay directamente a sus correos oficiales mediante un reenvío inmediato desde mi casilla, sin siquiera abrir el archivo, garantizando la pureza absoluta de los metadatos de origen. Tengo en mi poder las capturas de pantalla de estos envíos que acreditan mi estricto cumplimiento.

Asimismo, reitero mi total disposición ante Casino Guru para realizar una grabación de video en directo o llamada donde muestre en tiempo real mi acceso a las aplicaciones financieras, validando la legitimidad absoluta de los datos y de la titularidad de mis cuentas.

El casino ya tiene todo en su bandeja de entrada. Solicito amablemente al equipo de Casino Guru que dé por finalizado el periodo de espera y exija la liberación inmediata de mi saldo de ARS $2.576.841,29.

Muchas gracias por su constante apoyo en esta mediación.

Hello jplencioni,

We would like to update you that due to Jana, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jana has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jana will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Casino Guru Team and Dear Player,

Thank you for your patience.

We have received an updated response from our Security Department regarding account ID 1628553157.

At this stage, the verification process cannot be completed because the required documentation has still not been provided in the requested format. Specifically, our Security Department requires a valid confirmation of deposits made to the gaming account during April 2026 in the form of an original CVU/ARS bank statement.

We would also like to clarify that no additional compliant bank statements have been received after the previous review. The documents previously submitted could not be accepted for verification purposes, as they did not meet the requirements established by the Security Department.

We believe that the issue may be related to the way the statement is being generated by the payment provider. Therefore, we kindly recommend that the player contact the support service of the relevant payment provider and request an original statement in the required format.

As soon as the requested document is provided and successfully verified, the Security Department will be able to continue and finalize the review process.

We remain open to cooperation and are ready to proceed immediately once the required documentation is received.

Kind regards,

SpinBetter Security & Compliance Team

Dear jplencioni,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear jplencioni,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jana