The player from Germany had made a deposit on October 28, 2025, but his account was subsequently blocked without receiving a refund. Despite multiple attempts to resolve the issue, he had not been refunded as of November 6, 2025, and found the delay unfair. The issue was resolved when the player marked the complaint as resolved, indicating that he had received his deposit back. The Complaints Team facilitated the resolution process and confirmed the player's satisfaction with the outcome.
Bettyspin Casino - Player’s deposit has not been refunded.
Resolved
Our verdict
Case closed
Amount: €107
Bettyspin Casino
Safety Index:Fresh casinoCase summary
Discussion
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1 month ago
Translation
I made a deposit with you on October 28, 2025. Shortly thereafter, my account was blocked without me receiving a refund. Despite multiple attempts to contact you and assurances that the matter would be resolved, I have still not received a refund as of today, November 6, 2025.
I find it unfair and incomprehensible that a refund is taking so long. Even if my account remains blocked, I expect my deposited money to be refunded immediately.
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1 month ago
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.
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1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Did you play any games or place any bets with your deposit, or was your deposit still intact in your account when the casino blocked your access?
- Have you completed the full KYC verification process or submitted any identity documents to the casino for verification?
- Have you made any successful withdrawals from this casino before?
- Have you received any explanation from the casino regarding the reason for your account being blocked?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Translation
Hello,
- I just made a deposit and then noticed in my profile that my country of origin was incorrect. I contacted customer support via chat before playing to request a change. (I've never played on the site before.) My account was then blocked, and my deposit remains untouched.
- The KYC process is completely finished.
- I haven't made any withdrawals to the account yet.
- The account was blocked due to incorrect profile information. I was in a different country at the time, and the country was automatically entered.
In conclusion, I would simply like my deposit back, especially since I had no opportunity to play with it or to request a refund.
Best regards
Daniel
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4 weeks ago
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Unfortunately, still no new information. I simply haven't received my deposited money back. It's really disappointing.
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4 weeks ago
Thank you for the information. Have you filled out any other personal information in your profile, for example, your address? Do you have any chat transcripts or screenshots of your conversation with customer support?
Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
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3 weeks ago
Translation
Hello dear Veronika,
I entered my address, but the country was incorrect; it was automatically entered because I was on vacation abroad. However, I no longer wish to play on this site; I simply want my deposit refunded.
I have email threads where I've been told the same thing repeatedly since November 2nd, 2025. I'm simply being strung along. I verified my Tron wallet, then was told a refund could only be processed via Bitcoin. This was verified, and then I keep getting the same message: the refund has been initiated. But nothing has happened; I've been getting this same response for 13 days now. The deposit was made on October 28th, 2025. I don't think this is right.
Dear Veronika, I have sent you the entire email history.
Thanks.
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3 weeks ago
Translation
I received the refund today! Everything is fine.
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear danieltraw,
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,
Veronika
