SpinBetter Casino - El jugador no puede retirar sus ganancias y sufre un fallo en la verificación.

I just signed up at the casino, bet with real money, and made three deposits: €75, €75, and €80, totaling €1000. When I tried to withdraw, it asked me to verify using a SumSub method. After verifying, I received a message saying my verification failed, even though I submitted all the documentation correctly. Now I'm getting these messages, which I'll attach a photo of. I've tried contacting support, but it's impossible; they just keep giving me the runaround and playing dumb. Please, I can't withdraw my money; it's a lot of money—€1000! I need help. I don't trust this casino; I think I've been scammed, and everything I've earned is going to be lost.

Acabo de inscribirme en el casino aposté con dinero real hice 3 depósitos 75€ 75€ 80€ consigue un total de 1000€ cuando voy a retirar me pide que me verifique mediante un método sumsub al verificarme me sale un mensaje de que mi verificación ha fallado cuando envíe toda la documentación correctamente ahora me saltan estos mensajes los cuales adjuntaré foto intento contactar con el support pero es imposible solo me dan largas y se hacen los locos porfavor no puedo retirar mi dinero es mucho dinero son 1000€ necesito ayuda no me fío de este casino creo que me han timado y lo que he conseguido se me va a ir por la borda

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Attila

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

Dear player,

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,

Attila