SpinBetter Casino - El jugador tiene una experiencia negativa con el casino.

I get some bonuses for my deposits and some don't. The system on the site appears to be broken and the staff are not responding to player complaints. The site is anything but serious as described here. Also, I don't live in Puerto Rico but in Germany.

Ich bekomme teilweise bonuse für meine Einzahlungen teilweise nicht. Das system auf der Seite scheint defekt zu sein und die Mitarbeiter reagieren nicht auf Beschwerden von Spielern. Die Seite ist alles andere als seriös wie hier beschrieben. Außerdem lebe ich nicht in Puerto Rico sondern in Deutschland.

Dear casinotester,

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

How long are you a player in the casino? Could you please explain in more detail what bonuses you requested from the casino and haven't received? What feedback did the casino provide?

Looking forward to hearing from you.

Best regards,

Tomas

So recently I was promised a 50% bonus for the 10 deposit and 100 free spins which I unfortunately did not receive. I have already contacted the team via chat and email but unfortunately no response for days. But this is not the first time that a bonus has not been credited. It's not about getting the bonus, I'm just about the principle if something is promised, it should be kept, otherwise in my eyes it's fraud, even if it's just €10. In this casino I have now deposited €300 within 10 deposits. With the 10th deposit I deposited €20 and unfortunately did not receive the 50% or the 100 free spins. And unfortunately that happened too often, the first time I didn't file a complaint, but since it happened too often, I decided to take action against it.

Also zuletzt wurde mir für die 10 Einzahlung ein 50% Bonus versprochen und 100 Freispiele die ich leider nicht erhalten habe. Ich habe mich bereits per Chat und Email an das Team gesendet aber leider keine Reaktion seit Tagen. Aber das ist nicht das erste Mal das ein Bonus nicht gutgeschrieben wurde. Es geht mir nicht darum um den Bonus zu bekommen es geht mir nur ums Prinzip wenn etwas versprochen wird sollte es eingehalten werden sonst ist es in meinen Augen auch wenn es nur 10€ sind Betrug. In diesem Casino habe ich mittlerweile 300€ eingezahlt innerhalb von 10 Einzahlungen. Bei der 10 Einzahlung habe ich 20€ eingezahlt und leider weder noch die 50% noch die 100 Freispiele erhalten. Und das ist leider zu oft vorgekommen beim ersten Mal habe ich keine Beschwerde eingereicht aber da es zu oft vorgekommen ist habe ich mich entschlossen dagegen vor zu gehen.

Dear casinotester,

Did you decide to play with the deposited funds in the casino, or are they still in your account? Have you requested a refund of your deposit?

Is bonus history available to you to check in your account? Is it displayed which bonuses were granted to you?

Have you received any feedback from the casino regarding other instances when the bonus wasn't granted to you in the past?

I'll await your reply.

So I made a deposit and unfortunately already gambled away the deposit. But I went into the chat beforehand and asked why I didn't get the bonus. No one has answered and the live chat no longer responds to my complaints and I have had no success via email either. However, I selected and deposited the bonus and it was my 10th deposit. Based on my payment history I can prove it and the bonus is still available to me. But I have already deposited and should have received it on the last deposit.

Also ich habe eingezahlt und die Einzahlung leider bereits verspielt. Ich bin aber vorher in den Chat und habe nachgefragt warum ich den Bonus nicht bekommen habe. Keiner hat geantwortet und der Live Chat reagiert auch garnicht mehr auf meine Beschwerden und auch per Email habe ich kein Erfolg. Ich habe aber den Bonus ausgewählt und eingezahlt und es war meine 10 Einzahlung. Anhand meiner Zahlungshistorie kann ich es beweisen und der Bonus steht mir immer noch zur Verfügung. Aber ich habe bereits eingezahlt und hätte es bei der letzten Einzahlung erhalten müssen.

Thank you very much, casinotester, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello casinotester,

I'm Michal and I have taken over your complaint. I have reviewed your case and want to ask you to confirm if you have fulfilled all the requirements for obtaining the bonus as mentioned in the bonus T&Cs here ? I will contact the casino to shed more light on this matter.

We would like to invite SpinBetter Casino to join the conversation.

Dear SpinBetter Casino,

Can you please provide information on why was the bonus not granted to the player?

Yes I did, I went to my account and selected the bonus and pressed the deposit button. And after that I deposited €20. But no bonus appeared on my account and even contacted live chat and support but got no response.

Ja das habe ich bin auf meinen Account gegangen und habe den Bonus gewählt und auf den Einzahlen Button gedrückt. Und danach habe ich 20€ eingezahlt. Aber es erschien kein Bonus auf meinem Konto und habe sogar live Chat und Support kontaktiert aber keine Antwort erhalten.

Dear casinotester,

We are very sorry to know that you were not satisfied with the service provided. We will forward your feedback to the relevant department head.

Please tell me, did you activate the bonus and then made 10 deposits or did you activate the bonus before making the 10th deposit?

Sincerely, SpinBetter Claims Department.

So I had already made 9 deposits and wanted to make my 10th deposit. I went to the Bonuses and Gifts page and clicked the deposit button as shown in the picture. And after that I deposited €20 with Cashlib but unfortunately the bonus didn't show up.

Also ich hatte bereits 9 Einzahlungen geleistet und wollte meine 10 Einzahlung machen. Ich bin auf die Seite von Bonus und Geschenke gegangen und habe auf den Einzahlungs Button geklickt wie auf den Bild zu sehen. Und danach habe ich mit Cashlib 20€ eingezahlt aber der Bonus ist leider nicht aufgetaucht.

Dear casinotester,

In order to receive a bonus, you need to activate it, and then make 10 deposits.

Sincerely, SpinBetter Claims Department.

You can't activate the bonus there, that doesn't work. Until now I have always pressed the deposit button and the bonuses have appeared in my account. Where to activate the bonus. Because before I got the bonuses just like that without activating anything.

Man kann dort den Bonus nicht aktivieren das geht nicht. Bis jetzt habe ich immer auf den Einzahlungs Button gedrückt und die Bonuse sind auf meinem Konto aufgetaucht. Wo kann man den Bonus aktivieren. Weil vorher habe ich die bonuse einfach so Bekommen ohne irgendwas zu aktivieren.

So again I went to the Bonuses and Promotions page and selected the 50% bonus and clicked the button on the picture. And after that my deposit made.

As you can see on the second picture, you cannot select a bonus in the payment system.

Also noch einmal von vorne ich bin auf die Seite von Bonuse und Aktionen gegangen und habe den 50% Bonus gewählt und auf den Button auf den Bild geklickt. Und danach meine Einzahlung geleistet.

Wie Sie auf den zweiten Bild sehen kann man keinen Bonus im Zahlungssystem auswählen.

Dear casinotester,

Probably the problem is that you need to activate the bonus, and then make from the first to the tenth deposit. Have you tried doing this?

Sincerely, SpinBetter Claims Department.

You know what keep the bonus me this is getting stupid i don't have to play at your casino. I'll let you block me now. You don't respond to my request to block my account either. I wish you a nice day anyway.

Wissen Sie was behalten Sie den Bonus mir wird das hier dumm ich muss nicht in ihrem Casino Spielen. Ich lasse mich jetzt von euch sperren. Auf meine bitte meinen Account zu sperren reagiert ihr auch nicht . Einen schönen Tag wünsche ich trotzdem.

Dear casinotester,

To block your account, you need to write to e-mail block@spinbetter.com. Please tell us what email you wrote?

Sincerely, SpinBetter Claims Department.

I have already written to spinbetter 6 times and replied to the email. I want to be banned forever please. No response my account is still open.

Ich habe spinbetter bereits 6 Mal angeschrieben und auf die E-Mail geantwortet. Das ich bitte für immer gesperrt werden möchte. Keine Reaktion mein Konto ist immer noch offen.

Dear casinotester,

Please send an email request to block@spinbetter.com and wait.

Sincerely, SpinBetter Claims Department.

Thank you all for your responses.

Dear casinotester,

I understand your frustration, but you need to please understand that to be able to claim and receive the bonus you need to fulfill all the requirements mentioned in the bonus T&Cs. Some bonuses are credited automatically, some need to be claimed manually or they will be received only after fulfilling certain conditions. I can agree with you that maybe this bonus could have been set up a bit clearer but on the other hand, the bonuses are offered by the casino as an "extra feature" so if the acquittance conditions have not been met, the bonus doesn't have to be granted.

From our point of view, a fair approach from the casino would be to grant you the bonus, but if I understand it correctly you are not interested in this anymore. Have you sent an email to block@spinbetter.com with a request that you want to close your account?

Don't defend this casino. They would have to credit me with a €10 bonus, I don't want it anymore. I have already made 10 deposits and should have gotten the bonus. I also pressed the bonus button, so this casino is not a reputable casino and I sent them an email 6 times asking them to block my account, no response.

Nehmen Sie dieses Casino nicht in Schutz. Die müssten mir 10€ Bonus gutschreiben ich will es nicht mehr. Ich habe bereits 10 Einzahlungen geleistet und hätte den Bonus bekommen müssen. Ich habe auch den Bonus Button getätigt daher ist dieses Casino kein seriöses Casino und ich habe denen auch 6 Mal eine Email gesendet mit der bitte meinen Account zu sperren keine Reaktion.

Dear casinotester,

I understand your disappointment, but as I mentioned previously, to be able to claim and receive the bonus you need to fulfill all the requirements mentioned in the bonus T&Cs. Some bonuses are credited automatically, some need to be claimed manually or they will be received only after fulfilling certain conditions. Although I can agree with you, that once there is a bonus advertised or offered for you in your account then you should be able to receive it, on the other hand, you need to please understand, that you are in no financial loss. It would be much more disappointing for you if you would have received a bonus and gained winning from it only to find out that you shouldn't have received the bonus and all the winnings will be voided. So the casino just prevented this situation from happening. So again, I understand your disappointment from the user experience point of view, but the bonuses are offered by the casino as an "extra feature" so if the acquittance conditions have not been met, the bonus doesn't have to be granted.

Dear SpinBetter Casino,

Can you please explain why exactly was the bonus not granted to the player? Has the last deposit been returned back to the player? As the player stated they have emailed your support 6 times asking you to block their account has this been done yet?

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 SpinBetter Casino,

Can you please respond to my last questions?

Dear Michal,

The player did not receive the bonus because he did not fulfill the conditions for receiving it.

We also clarified the issue of blocking this player and found that requests to block were not received by mail. If relevant, we will approve the request and ban the player's account.

Sincerely, SpinBetter Claims Department.

Unfortunately that is not true. I have contacted you by email 6 times and wrote that I would like to be blocked forever. No response my account is still active.

Das stimmt leider nicht ich habe per Mail Sie 6 Mal kontaktiert und geschrieben das ich für immer gesperrt werden möchte. Keine Reaktion mein Konto ist immer noch aktiv.

Dear casinotester,

Your account has just been blocked.

Sincerely, SpinBetter Claims Department.

Thank you for your response, SpinBetter Casino Team.

Dear casinotester,

Did you receive your last deposit back? If not, where do you want the casino to send you the funds?

I don't understand now what I should get money back for and why. As for the ban I have deposited at least 3 or 5 more times after requesting the ban not sure. In any case, I tried several times to block.

Ich verstehe jetzt nicht für was ich Geld zurück erhalten soll und warum. Wenn es um die Sperrung geht habe ich nach dem Antrag der Sperrung noch mindestens 3 oder 5 mal eingezahlt bin mir nicht sicher. Auf jeden Fall habe ich mehrfach versucht zu sperren.

Please pay this on my crypto account and contact me.

Sie sollen das auf meinem Krypto Account zahlen bitte und sollen sich mit mir in Verbindung setzen.

Dear casinotester,

Please send a list of the mails you wrote to and evidence that you contacted us through them.

At the moment, we cannot confirm this information on our part.

Sincerely, SpinBetter Claims Department.

Dear casinotester,

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 I no longer have the e-mails that I sent because I deleted the entire history of my e-mail service. But you got these emails and multiple times. Right at the beginning I even asked for the complete blocking forever and then received an email from you for which period of time I want to block it. Although I have replied repeatedly, forever no reaction from you.

Leider habe ich die E-Mails nicht mehr was ich gesendet habe da ich den kompletten Verlauf meines Email Dienstes gelöscht habe. Aber Sie haben diese E-Mails bekommen und Mehrfach. Ich habe sogar direkt am Anfang um die komplette Sperrung für immer gebeten habe dann eine Email bekommen von euch für welchen Zeitraum ich sperren will. Obwohl ich wiederholt geantwortet habe für immer keine Reaktion von euch.

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 casinotester,

I was informed by the casino team that your last deposit was returned to you and your account is permanently closed, can you please confirm that?

My account was closed but I didn't get a refund.

Mein Konto wurde zwar geschlossen aber erstattet habe ich nichts bekommen.

Dear SpinBetter Casino,

Can you please confirm when and how the funds will be sent to the player?

Dear casinotester,

Can you please confirm your crypto wallet? I hope the casino will return you your last deposit back.

Dear SpinBetter Casino,

Please let me know when you return the last deposit back to the player.

Dear casinotester,

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Despite my numerous attempts to get information on when and if at all your last deposit will be returned to you the casino representative was not able to answer these and lately even started to ignore my messages.

There is not much that can be done now without the casino's cooperation. Although I'm glad we managed to get the casino to close your account which I believe was the main issue, sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino.

I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

If the casino decides to react or even better confirm to us that your last deposit was returned back to you we will reopen the complaint and you will be notified by email.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

We’ve reopened this complaint at the request of SpinBetter Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear casinotester

We sincerely regret that there were difficulties in resolving this issue in the past. At this time, we are happy to refund the amount of your last deposit, totaling 30 EUR, to satisfactorily resolve this complaint.

Please send the address of your current crypto wallet to claims@spinbetter.com or to the forum administration.

Dear casinotester,

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.

I have sent my current crypto wallet via email as requested. Please write to me as soon as you have sent the money.

Meine aktuelle Krypto Wallet habe ich wie gewünscht per Email gesendet. Bitte schreiben Sie mir sobald Sie das Geld gesendet haben.

Dear casinotester,

We would like to inform you that the full amount mentioned has been successfully paid to the wallet you provided. Thank you for your patience and trust.

If you have any further questions, please don't hesitate to contact us.

Best regards,  

SpinBetter support team

I received the money so the case is closed.

Ich habe das Geld erhalten somit ist der Fall abgeschlossen.

Thank you for promptly processing the payment, SpinBetter Team.

Dear casinotester,

Thank you for the confirmation, I'm glad you received the payment successfully.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru (trustpilot.com). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal

Casino Guru