SpinBetter Casino - プレイヤーのアカウントはブロックされ、資金は差し押さえられます。

Hello Casino Guru Team,

I would like to submit a complaint regarding SpinBetter Casino, concerning my blocked account and withheld withdrawal.

Background:

My account has been blocked since November 2025.

I have submitted all requested verification documents, including my ID, bank statement, and card details.

A video verification meeting was scheduled on 14.01 at 18:00. I was waiting from 17:55 until after 18:30, but no representative joined. Screenshot attached.

The casino claims multiple video verification attempts, which is false. I only received one email invitation in november 2025 (screenshot attached) and a second attempt via AskGamblers, which the casino failed to attend. I never received any other invitations.

My funds of 2951 PLN remain withheld. The casino has stopped responding to my messages.

Request:

I request that Casino Guru assist in mediating this dispute and pressuring SpinBetter Casino to complete my account verification and release my funds.

I request that the casino provide documented proof of any additional video verification appointments they claim to have scheduled.

The continued withholding of my funds without proper verification constitutes an unjustified denial of service and may be considered a violation of consumer rights.

I kindly ask Casino Guru to take immediate action to assist in resolving this matter.

Thank you for your attention and support.

I had open complain at AskGamblers which is unresolved, casino stopped respons: https://www.askgamblers.com/casino-complaints/spinbetter-casino-account-verification-and-withdrawal-delay

Sincerely, Daria.

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinBetter Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue regarding the account closure? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Daria,

We sincerely apologize for the inconvenience you have experienced regarding your account verification and withdrawal.

We understand how frustrating this situation has been and want to assure you that we are committed to resolving it as quickly as possible.

To complete your verification and release your funds, please contact our dedicated manager directly via Telegram at @roman_vip_spinbetter. They will assist you personally and ensure that your verification is scheduled and completed without further delays.

We appreciate your patience and cooperation and once again apologize for any frustration this process may have caused.

With respect,

SpinBetter

Hello,

It’s not the first time when you told me to contact your vip manager, he informed me before that i should receive fixed date for video verification by email from support not by him. But I tried to text him again as you ask me now. 

I had video verfication yesterday around 12:00 with manager VIP Roman and got information that i will get answer by e-mail in 24h.

I havent received any e-mail, live support can’t help me too..

Dear Dariazzz,

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, Mirka (miroslava.d@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,

Tomas

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite SpinBetter Casino representative to join this conversation.

Dear SpinBetter Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello Mirka, we can close a case. I made withdrawal. Casino allowed me.

Thank you for help.

Hello, Daria!

Thank you for your cooperation and patience throughout the resolution of your case. We are glad that your account issue has been successfully resolved and that you were able to withdraw your funds.

Please note that your complaint is being closed as all matters have been addressed. If any issues arise in the future or you need assistance, please contact us directly at claims@spinbetter.com

so we can promptly review and resolve any concerns.

Thank you for your feedback — it helps us improve our service.

Best regards,

SpinBetter ✅

Dear Dariazzz,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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 https://www.trustpilot.com/evaluate/casino.guru. 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,

Mirka Dubasova

Casino.Guru