SpinBetter Casino - La cuenta del jugador ha sido cerrada.

I created a account here and made a deposit on 1300 Swedish kr and played for a while. I wanted to make a withdrawal and when I tried i had problem with the verification and I contacted the support, after a while she blocked me without any reason, and now I can’t get my money out.

Dear peterliindgren, 

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 take 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? 

Have any of your documents been approved during verification?

Has the casino blocked your account due to failed verification?

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, 

Veronika

I have submitted my passport with special numbers.

You also asked for proof that my phone number actually belonged to me and then I also sent my mobile bill which also states address, name etc. I then received a block for no reason which I find incredibly strange.

Jag har skickat in mitt pass med särskilda nummer.

ni frågade även om ett bevis på att mitt telefonnummer faktiskt tillhörde mig och då skickade jag även min mobil räkning där adress namn etc också står. Fick därefter en blockering utan anledning vilket jag anser är otroligt märkligt.

Please forward me all the communication between you and the casino regarding the verification of your account and the subsequent account closure at veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear peterliindgren,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.