Bettyspin Casino - Player’s withdrawal is delayed due to IBAN issue.

I am filing a complaint due to my inability to update my IBAN for payment purposes. I believe I made a mistake with the original IBAN provided, and I need to change it to receive my payouts. However, the casino requires a bank statement for verification, which my bank does not provide. Despite explaining this to the casino’s support team, they have not offered an alternative solution, leaving me unable to proceed.

On June 19, 2025, I contacted the casino’s support via chat to address this issue. The support agent, Zelda, informed me that I must upload a bank statement showing my name, bank account number, and a list of transactions. I clarified that my bank does not issue such statements, but the agent insisted this is mandatory for verification. I also contacted my bank, which confirmed they do not provide statements, creating a deadlock.

I request Casino Guru’s assistance to mediate this issue. I hope you can help negotiate an alternative verification method, such as online banking screenshots or direct bank confirmation, or correct the mistaken IBAN without requiring a statement.

I think it's not even a correct iban and I made a mistake.

Hope you can help me I tried for over a month to get my money out.

Dear stephieg,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you're experiencing. To assist you better, could you please provide the following details?

• What specific mistake did you make regarding your original IBAN? For example, did you make a small typo (such as switching two numbers), or did you submit an entirely different IBAN?
• Have you provided any identity documents to the casino for verification? If so, have they been approved by the casino’s relevant department?
• Which bank would you like to request your withdrawal to be sent to?
• Have you made any successful withdrawals from this casino before?

I hope we’ll be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Just a typo.

I trying to reset it they

Hello, Stephanie!

Thank you for reaching out to us.

We are contacting regarding your inquiry. We want to inform you that you can create a new request using relevant bank account / then verification of this payment method will be required.

If you have any other questions, please do not hesitate to contact us again.

Best regards,

Marianne

Casino Support Team.

It's still not reset. It's going against a brick wall can you help?

Could you please specify what mistake you made when typing the IBAN for your withdrawal request?

Which payment method did you use for depositing money into this casino? Did you intend to use the same payment method for the withdrawal as well, including the same IBAN?

To clarify, I deposited funds into Bettyspin Casino using my debit card, which I regularly use for online casino transactions. However, as Bettyspin does not allow withdrawals to my debit card, I was required to provide an IBAN for the withdrawal. Unfortunately, I made a simple human error by entering an incorrect IBAN due to a typo.

My interactions with Bettyspin’s support have been unproductive. On June 19, 2025, I contacted them via chat, and agent Zelda required a bank statement for the account ending in *0446. I explained that my bank does not issue statements, but no alternative was offered. On or around June 24, 2025, Lorry (Casino Support Team) instructed me to submit a new withdrawal request with my correct IBAN, but the system demanded verification of the incorrect one. On June 25, 2025, Adele (Casino Support Team) requested a bank letter (Ticket ID: hd.1750813547595.f5lozn.a4e53994), and I responded at 7:48 AM IST with nine attachments, reiterating that my bank cannot provide such documentation. On June 26, 2025, Rafaela again insisted on a bank letter, referencing term 7.4 of Bettyspin’s terms, despite my explanation that the IBAN was a typo and cannot be verified.

This situation is caused by a straightforward typo, yet Bettyspin’s insistence on verifying a non-functional IBAN has trapped me in a loop, preventing me from accessing my funds. I have made every effort to comply, including providing nine documents, but their lack of flexibility is unfair. I am formalizing this as an official complaint against Bettyspin Casino and request your mediation to compel them to waive the verification requirement for the incorrect IBAN, accept alternative documentation (e.g., online banking screenshots or a bank letter for my new account), or reset my IBAN via their verification page at http://bettyspin.com/profile/verification without requiring verification of the old one. I am willing to provide my correct IBAN securely through their platform to process my withdrawal.

So can I still not getting a responds.

Thank you for your message.

Could you please forward me all the communication between you and the casino’s customer support regarding the verification of your account to [email protected]?

Additionally, it would be helpful if you could explain the mistake you made in your IBAN. We need to understand whether, for example, just two digits were accidentally swapped, or if a completely different account number was entered when you submitted your withdrawal request.

Thank you for your cooperation.

Dear Veronika,

Thank you for your message on I deposited with my debit card, but as Bettyspin doesn’t allow card withdrawals, I provided an IBAN that was incorrect due to a typo or wrong entry. I can’t recall the exact IBAN,, so I can’t verify it.

Bettyspin’s support (Zelda, June 19; Lorry, June 24; Adele, June 25; Rafaela, June 26) demanded verification for the account ending in *0446. I sent nine attachments on June 25, 2025, at 7:48 AM IST, but my bank can’t provide the requested documents. I’ll forward all communications to [email protected].

This typo shouldn’t block my withdrawal. Please mediate to waive verification of the incorrect IBAN, accept alternative documents, or reset my IBAN via http://bettyspin.com/profile/verification. I can provide my correct IBAN securely.

Thank you for your email.

Could you please clarify if you know the owner of the bank account with the IBAN ending in 0446? This IBAN is completely different from the one you later provided, so it doesn’t appear to be a simple typing error.

Were you possibly trying to withdraw your winnings to a bank account that belongs to someone else?

Thank you in advance for your reply.

Dear Veronika,

I don’t know whose account the IBAN ending in *0446 is or if it’s valid. I made a mistake—either a typo or copying the wrong IBAN from my address book. It was never my intent to withdraw to someone else’s account. I deposited with my debit card, but as Bettyspin doesn’t allow card withdrawals, I provided an IBAN, which was incorrect.

I can’t verify it because it’s wrong, my bank doesn’t provide statements,

I’ve forwarded all communications to [email protected].

Please mediate to reset my IBAN via http://bettyspin.com/profile/verification, waive verification of the incorrect IBAN, or accept alternative documents. I can provide my correct IBAN securely.

Before we proceed with your complaint, we need to clarify the timeline.

Could you please provide the following information:

• When exactly did you submit the withdrawal request to the card ending in *0446?
• Why did you cancel this initial withdrawal request? Did you immediately realize the IBAN was incorrect, or did you cancel the request only after the casino asked you to verify it?
• When did you submit the new withdrawal request to your correct IBAN?

Thank you in advance for your clarification.

I deposited with my debit card, but as Bettyspin doesn’t allow card withdrawals, I provided an IBAN, which was incorrect due to a typo or copying the wrong entry from my address book. I’m unsure when I submitted or canceled the initial withdrawal request, as I don’t recall the IBAN or timeline. I likely canceled it after Bettyspin requested verification, as I couldn’t provide documents because the IBAN isn’t mine or was a mistake. 

I tried submitting a new withdrawal request with my correct IBAN after Lorry’s advice, but the system required verification of the incorrect IBAN. Bettyspin’s support (Zelda, Lorry, Adele, Rafaela) has been unhelpful, despite my nine attachments sent on June 25, 2025 (Ticket ID: hd.1750813547595.f5lozn.a4e53994). I’ve forwarded all communications to [email protected].

This was a human error, and I never intended to use an incorrect IBAN. Please mediate with Bettyspin to reset my IBAN , waive verification of the incorrect IBAN, or accept alternative documents for my new account. I can provide my correct IBAN securely.

Thank you very much, stephieg, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you stephieg for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bettyspin Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Hello!

We would like to confirm that the requested bank statement 0446 is not required at this time, as it appears there may have been an error when entering the withdrawal details. However, we still kindly ask you to provide Source of Funds documentation, which should include the following:

A document or a set of documents showing the transfer of the funds you have deposited into our casino. The type of document depends on the payment method used and can be a PDF statement from your bank account or e-wallet covering the past three months, specifically from April to June 28, 2025. Please ensure the file is in PDF format.

You may refer to your transaction history in your casino account to verify the amount and time of your deposit. This can help ensure that the corresponding transaction is clearly visible in the document you provide.

Thank you for your understanding and cooperation. If you have any further questions or need assistance, please do not hesitate to contact us.

Best regards,

Bettyspin Casino

Oh i never saw this this isn't a problem for me at all?

but I got so many emails with support only saying to verify the the wrong bank account. So I can withdraw to my own bank account now?

Dear stephieg,

We would like to inform you that verification for bank statement ending in 0446 is not required at this time. However, we are still awaiting your Source of Funds documentation.

This can be a document or a set of documents that clearly show the origin and transfer of the funds you have deposited into your account with us. The specific type of document depends on the payment method used and may include a PDF statement from your bank account or e-wallet covering the past three months.

Please ensure the file is submitted in PDF format.

Should you have any further questions or require assistance, do not hesitate to contact us.

Best regards,

Bettyspin Casino

So you not reset my IBAN yet? I still get this message can you please check so I can make a withdraw?

Hello, stephieg!

We would like to reiterate that the incorrect IBAN is not the main reason you are currently unable to withdraw. Please note that additional verification has been requested in the form of a Source of Funds document covering the past 3 months, which must include all deposits made to your casino account.

The specific type of document depends on the payment method used and may include a PDF statement from your bank account or e-wallet.

While we are aware of the issue with the incorrect bank account details, it will be resolved. Please note that withdrawals are only possible after successful completion of the verification process.

Kindly upload the required documentation via your casino account verification page, and we will review it as soon as possible.

If you have any additional questions, please do not hesitate to contact us.

Best regards,

Bettyspin Casino

Is this normal casino guru? My bank details are so personal. I am not sure why i need to show this casino guru can you help?

Dear stephieg, As part of our standard Know Your Customer (KYC) verification process, the casino may request these documents. This is a common requirement designed to comply with regulatory obligations, particularly those related to anti-money laundering (AML) policies.

Please rest assured that all documents and personal information you provide will be handled securely and in strict accordance with the casino's privacy policy.

Thank you in advance for your cooperation!

So they can see my whole life statement and where I spend it on? Some casino with no license I never have this before.

I understand your concern; however, I assure you this is a common occurrence, and you will need to pass the verification if you want to withdraw your winnings. There isn't much we can do in the situation other than recommend that you cooperate with the casino.

Dear stephieg,

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 gave all my proof. They only asked for 3 months of my card. They disapprove all my payment tabs.

I sent the email to casino guru also. Hope we can finally verify me.

OK my account is approved but now they ask me to verify incorrect iban again

Could you please remove that verification so I can withdraw almost there 🙂

Dear stephieg,

We would like to inform you that your source of funds documentation has been accepted.

The incorrect IBAN you previously provided is not required for verification purposes. However, we do have a few questions and additional documentation requests.

Please provide us with the following:

• Proof of address – a photo of a printed paper document or a digital PDF document. It should be a utility bill (phone, gas, electricity, water, home internet, or TV) issued within the last 90 days.

• Proofs of account replenishments (LuxonPay).

In addition, we have sent you a short Source of Wealth questionnaire, which you can complete directly via the email you have received.

We would also like to ask you a question in regards to statement you shared with us earlier, why are there no props?

Thank you for your understanding and cooperation.

Best regards,

Bettyspin Casino

So 2 things I not understand.

• proof of address is already approved why do they need it again?
• My withdraw method is still locked on the wrong iban can it be removed?
• I made a 150 euro deposit on your site do you need see if I have a legit income covering 150 euro? please explain.

Thank you could you explain this?

Dear stephieg,

To answer your questions, we require proof of address in the form of a utility bill (phone, gas, electricity, water, home internet, or TV) issued within the last 90 days. The document you provided with your address unfortunately does not meet these requirements.

The incorrect IBAN requirements for withdrawal will be removed as soon as the verification process is completed.

We also require proof of the funds used to replenish your LuxonPay account, as the card linked to this bank account has been used to make deposits to the casino.

In addition, we have yet to receive your response to our email containing the Source of Wealth Questionnaire. If you did not receive this email or if there is an issue accessing it, please let us know so we can assist you.

Best regards,

Bettyspin Casino

Dear stephieg,

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 difficulty to come on the site also

We also require proof of the funds used to replenish your LuxonPay account, as the card linked to this bank account has been used to make deposits to the casino.

This seems to be casino winnings. I only deposit a 150 euro. They have the document where they can see it.

Dear stephieg,

Thank you for providing clarification regarding the replenishments made to your LuxonPay account. Could you kindly confirm whether you have any documentation or confirmations related to your withdrawals?

Additionally, we have not yet received your response to our questionnaire. The verification email has been resent to you. If you are still unable to locate it, please contact our live chat service or provide us with an alternative email address so that we may assist you further.

We would also like to remind you that we are still awaiting a recent utility bill, issued within the last 90 days, as proof of address. This document may be a telephone, gas, electricity, water, home internet, or TV bill.

If you require any assistance or have further questions, please do not hesitate to contact us.

Best regards,

Bettyspin Casino

I can't login to my account to upload the documents?? Can you unlock my accounts please??

Dear stephieg,

Your account is currently suspended. Please note that this suspension does not limit your ability to log in; it only restricts gameplay and further deposits. You are still able to log in, upload the required documents, and request withdrawals.

If you are unable to log in to your account, you may reset your password directly from the login page. In the event that you receive an error message while attempting to log in, we kindly ask you to contact us via live chat or by email at [email protected]. Should you not be able to access your account, you may also send the required documents to this email address, and we will ensure they are forwarded to the appropriate team for review.

If you require any further assistance or have additional questions, please do not hesitate to contact us.

Best regards,

Bettyspin Casino

I still can't login it ask me to refresh my password.

Both has been sent.

Electric bill, Questionnaire and replenishments made to your LuxonPay accountI added my payslips so you have everything complete.

Please change the iban so I can withdraw thank you.

Hi guru and betty spin

Is everything ok now ? can you please reset my iban?

Help me please I not get a password help help, casino guru betsyspin is not telling the truth I can't enter my account with 4000 euro.

I click password reset and when I login this happens

Hi now my money is stuck?

Could we do something about it?

Hi??

I sent really sensitive documents and now I am being ghosted. Could you tell me if this is ok?

Support unlocked my account all is verified. Could I please cash out? my account is still suspended.

As you can see I verified all!

Is it normal that I give this documents and they just ignoring me?

Additionally, we have yet to receive a response to our initial inquiry regarding the Source of Funds documentation. Could you please clarify why there are no props supporting the given statement?

Thank you for your patience and cooperation.

I not understand this what they asking me now?

I sent all these documents casino guru is the proof.

Dear stephieg,

Thank you for providing the requested documents and for completing the questionnaire. We are pleased to inform you that your proof of address has been successfully accepted.

At this stage, we kindly require additional documentation relating to the replenishment of your LuxonPay account, which was used to make deposits with us. Specifically, we ask that you provide official proof of the incoming transactions that were used to top up your LuxonPay account. This documentation should clearly show the source of the credited funds.

Please upload these documents directly to your verification page so that our team can review them as soon as possible.

We appreciate your cooperation and understanding.

Best regards,

Bettyspin Casino

Huh you not understand the documents that I send you? Who is looking at these documents??

Are you even understand what you are asking for?? I gave you all my income and pay slips this was sent to casino guru as well.

debit of 2000 euro went into my creditcard account

2000 into the credit card

Why can't this be contra checked?

See my bank and the credit card statement screenshot attached. so you can see it's topped up with 2000 euro and my income is my salary. Payslips are already provided.

I remind you that I deposited 150 euro in your casino not more.

Am i have to wait another 2 weeks for the answer?

See my bank and the credit card statement screenshot attached. so you can see it's topped up with 2000 euro and my income is my salary. Payslips are already provided.

I remind you that I deposited 150 euro in your casino not more.

Am i have to wait another 2 weeks for the answer?

Hi are we doing this?

Casino guru? Is it really normal to stall every way from every document and ask some question they already should know?

I did all my documents which I didn't want to provide. What do I get in return? Endless waiting.

Dear Stephieg,

Following our review, we kindly request a few additional documents and clarifications regarding your account:

Please confirm whether you have any sources of income beyond your stated salary.

Kindly provide a card statement for the card ending in 5259, ensuring that the account details are visible, along with a record of both incoming and outgoing transactions.

Additionally, we require a PDF statement for your LuxonPay account, clearly showing all deposits made. If possible, please ensure that the statement includes visible account identifiers.

We kindly ask that you upload the requested documents directly through your verification page to allow our team to review them promptly.

We would appreciate receiving these documents at your earliest convenience to continue processing your case.

Thank you for your cooperation.

Best regards,

Bettyspin Casino

This absurd it's showed above you have all the documentation. This is just stalling asking the same questions?

Who is looking at my documents?

" Please confirm whether you have any sources of income beyond your stated salary."

You have my bankstatement with all incoming payments you received my payslips as well.

so asking me this? is ridiculous

" Additionally, we require a PDF statement for your LuxonPay account, clearly showing all deposits made. If possible, please ensure that the statement includes visible account identifiers."

I upload this document in your portal you have it? why you asking me this again.

" Kindly provide a card statement for the card ending in 5259, ensuring that the account details are visible, along with a record of both incoming and outgoing transactions. "

This is luxon pay you ask for double the documents.

Peter when do you come back to help me?

Payslips and bank statements sent to peter and to casino guru

Casino guruuu I went to allot of trouble to get my documents together. Betty spin not even takes a moment to look at it and see what is correct.

Dear Stephanie,

Please, upload following documents to your profile:

- Bank account transaction statement in PDF with all recent incoming and outgoing transactions by this bank card ***5259 (for a period June-July-August-September)

- Bank account transaction statement in PDF where all deposits to the Luxon Pay account are visible.

Thank you!

Best regards,

Bettyspin Payments Team

They just ask me the same documents again.

Dear Bettyspin Casino representative, thank you for your message.

Upon review, it appears that the requested documents have already been submitted by the player. However, should there be any issues with the original submission or if the documents were not received properly, kindly inform us so we can promptly resolve the matter. If there are any specific issues preventing the documents from being processed, please provide further details so the player can address them accordingly.

We appreciate your prompt attention to this matter.

It has been 1 week since there latest respond how can this be possible?

Hi there are we going forward?

Hello stephieg,

Thank you for submitting your documents for review. We have carefully checked the file you provided, and while it confirms that the card belongs to you, it does not fully meet our verification requirements.

As previously outlined, we require the following:

• A bank statement for the card showing both incoming and outgoing transactions. This allows us to confirm that the card (**5259) is actively used and matches the transactions on your account.

• A statement in PDF format from your Luxon Pay account, where we can clearly see all deposits made into that account.

The document you sent only confirms card ownership, but does not display the transaction history we need. For compliance reasons, we cannot process your withdrawal until we receive the correct statements.

Please provide the requested documents in the required formats at your earliest convenience so that we may proceed without further delays.

Best regards,

Bettyspin Casino

This is ridiculous waiting over two weeks for an answer when they already have all my documents! Casino Guru, please help. I’ve forwarded the latest proof, including my Luxon Pay statement, which shows it’s the same as my card and includes an account statement. I can’t upload anything more on their website; everything has been verified. It feels like an endless delay tactic. Please mediate to resolve this.

I emailed once more you have everything and casino guru is getting all emails to.

Thank you to both parties for the updates.

Dear Bettyspin Casino representative, upon reviewing the email correspondence, I confirm that all requested documents have been provided. Could you kindly review your email to confirm if everything is in order so we can proceed with the verification? Thank you in advance for your cooperation!

Dear stephieg,

We would like to inform you that we have received the documentation and it is currently under review, which will be completed as quickly as possible.

We do have one additional question. Could you please tell us if you have any additional sources of income?

Thank you for your cooperation and patience.

Kind regards,

Bettyspin Casino

I have multiple jobs yes. I deposited 150 euro in your casino. You can see perfectly clear where the 150 euro is coming from Salary from my bank to your casino.

How long is this reviewing take? I never seen this in my life with any cooperation.

Are we waiting 10 weeks again for this?

Dear stephieg,

We would like to inform you that we require Source of Funds documentation. The specific documents depend on the payment method used and may include a PDF bank statement or e-wallet statement covering the last three months (July, August, and September). The statement should also show any deposits made to your casino account, even if those deposits fall outside this period.

The last document provided does not include all the requested months

Please note that documents uploaded directly to your verification page are reviewed much faster. We therefore recommend uploading your documents there unless you experience any technical issues.

Kindly be reminded that you have been previously informed about the required documentation period via email.

Thank you for your patience. If you have any further questions, please do not hesitate to contact us.

Best regards,

Bettyspin Casino

You already have everything casinoguru they keep asking the same stuff over and over it's complete you have it they have what is the issue?

The document you have start from January

I can't even enter my account anymore what is this for a casino.

Dear Bettyspin Casino representative, could you clarify why the player's access to their account has been revoked? Additionally, as the player already explained that they have provided the requested documents, we would greatly appreciate it if you could provide us with further clarification regarding the nature of the issue. For example, if certain documents do not meet your standards or if additional information is required, a detailed explanation would allow us to guide the player more effectively and expedite the resolution process. At present, it is unclear to us what specific aspect of the documentation is preventing the successful completion of the verification procedure.

Your guidance will not only help us resolve this case more swiftly but will also contribute to maintaining the player’s trust and confidence in the verification process. We are committed to working collaboratively with you to bring this matter to a satisfactory conclusion as soon as possible.

Thank you very much for your time and support. We look forward to your clarification.

Sorry they doing nothing but sending me generic reply's They can see exactly everything my account is fully verified. Just not want to pay out.

Dear stephieg,

Please note that you can still log in to your account even though it is currently suspended. This status only limits your ability to deposit and play games. You can still log in, upload documents, and request withdrawals. We noticed a similar issue occurred earlier, and once you changed your password, you were able to log in successfully.

To clarify our request, could you provide a statement that also includes the month of September? If you are unable to log in to your account, you may send the document to [email protected] for review without any delays.

Thank you for your understanding.

Best regards,

Bettyspin Casino

Peter they have everything send by email.. how come they can delaying this forever.

Why are we going into the future for my payments?

All is sent again. I am not sure why I am sending statements for the coming future and beyond. There is no reason for a casino to see this.

They have everything I played in May why they want to have documents in the present future?

Dear stephieg,

Thank you for providing the requested documents. We would like to inform you that they are still under review. We apologize for the caused delay and will inform you as soon as possible.

Thank you for your patience.

Best regards,

Bettyspin Casino

So all documents are received. 3-4 weeks ago and still under review. How can casino guru allow this. This is clear tactic of delaying.

Thank you

Mr green is one of the biggest casino's in Ireland which I like to play.

Mifinity is just what it says That comes from mifinity account I think

Ok so now that we clear that I can deposit 150 euro in your casino and you ask me for a life time statements. Can I make a withdraw now?

Can you open my account now so I can play or do I have to wait 1 week for a reply?

Dear stephieg,

Thank you for providing the explanation.

Could you please provide further clarification regarding the MiFinity transaction? The screenshot shows an amount of 1,007 EUR, while the corresponding entry in your bank statement reflects 1,418 EUR.

Thank you for your understanding and cooperation.

Best regards,

Bettyspin Casino

It's from 2 wallets I think they closed my account. So they needed to manual withdraw.

My total balance is 1,418 EUR. and they needed to manual withdraw the rest I assume it's all from mifinity.

Thank you for the question can we move forward now.

150 euro deposit you asking me all the question on the world NOT to pay.

@peter can we move forward. This is not normal.

411+1007 = 1418

4 months we are in this complaint. Can we unlock my account?

Thank you for the update stephieg.

Dear Bettyspin Casino representative, is this explanation satisfactory for the continuation of the verification process? Thank you in advance for your update!

Hello Thank you Peter how we can move forward. Could you please unlock my account.

Almost half a year into this complaint. They are just stalling.

Dear stephieg,

Thank you for the explanation you provided. However, some points remain unclear. Could you please clarify why, in the earlier bank statement you uploaded, the transaction on the 6th of August appears as "KYCOIN," while in your most recent statement, it shows as "Mifinity Malta Limited"?

Additionally, to better understand the transaction, could you confirm if you meant that your Mifinity account was closed and that the two transactions represent funds left from your eWallets, which were then refunded to your LuxonPay account?

Furthermore, would you be able to provide us with an email confirmation for the second transaction of 411 EUR, as you previously did?

Thank you for your understanding and patience.

Best regards,

Bettyspin Casino

This is something that luxon pay is doing. I have no control over it. I will ask support about it.

I not really have proof. I will ask mifinity but you see the payments i provided for this. Only what is this about now you have my whole mifinity statement.

You have payslips my bank statement.

You blocked my account from the beginning.

Dear stephieg,

Thank you for providing additional clarification regarding Mifinity. Kindly inform us once LuxonPay addresses the issue and provides you with information concerning the mismatched transaction name.

Best regards

Bettyspin Casino

Hi Stephanie! Mismatches between your LuxonPay statement and browser display can occur due to several factors:

Name discrepancies are a common cause - if there are differences in how the merchant name appears between platforms or accounts, this can create display inconsistencies. For example, variations in first and last name arrangements or spelling differences can cause these issues.

Document format differences between what you're viewing in the browser versus downloaded statements can also cause display variations, especially if you're comparing screenshots.

The payment you mentioned (Payment ID: b0cc3fda-c2c1-4090-bf66-1152145f96aa) from Mifinity Malta Limited likely shows a different payee name because there's a mismatch between how your name is registered on your LuxonPay account versus the merchant account.

THIS IS WHAT SUPPORT GET BACK TO ME WITH.

This for minfity.

You have all the details please can we move forward.

Dear stephieg,

Thank you once again for providing the requested clarifications regarding the previously noted discrepancies.

Our Security Team has requested an additional verification step for your account. Please upload a selfie of yourself holding both your identity document and a note with the numbers 6845 clearly written on it. The photo must show your forearm, elbow, and hand holding both the ID and the note, with all document details fully visible and unobstructed.

Additionally, you had previously submitted a payslip that was not in PDF format. Could you please resend the payslips for March, April, and May in PDF format?

We appreciate your continued cooperation and patience throughout this process, and we are working to complete the required checks as quickly as possible.

Best regards,

Bettyspin Casino

I have no problem providing the selfie with ID + note and the March, April, May payslips in PDF, but they already have my €150 deposit covered (multiple times!) and every document I’ve sent.

Every time I comply, there’s a new request. How far will this go?

Casino Guru can you or Bettyspin confirm this is the FINAL step and that after this I get paid?

To be honest, I feel Casino Guru has been passive in my case it’s been weeks of endless delays.

Please push them to confirm this is the end and process my withdrawal immediately after.

Dear Bettyspin Casino representative, the player is seeking confirmation that once these documents are provided, the verification process will be fully completed and their funds will be eligible for withdrawal.

To assist in resolving this matter efficiently, could you please confirm whether the requested documents represent the final set needed to complete the verification process? Your clarification will help ensure that the player understands the remaining requirements and can provide the necessary information without further delay.

Thank you for your cooperation and assistance.

Dear stephieg,

We would like to inform you that your verification is now in its final stages. Once the requested documents have been provided, they will be checked by our dedicated team as quickly as possible. Please rest assured that we are giving this matter our full attention.

Best regards,

Bettyspin Casino

Thank you for providing us with the requested picture, but I believe you will need to upload this directly to the casino verification tab to proceed. Thank you in advance for your cooperation!

I just want to show here. As this casino is just running in circles.

Thank you for your cooperation stephieg.

Dear Bettyspin Casino representative, please keep us updated about the status of the verification. Thank you in advance!

Dear stephieg,

Thank you for providing the requested documents.

We would like to clarify that, the payslip labeled "SRS" refers to the month of February, while the other two payslips correspond to the months of April and May. As previously requested, we require payslips for the months March, April and May. Therefore, could you kindly provide a payslip for the month of March?

If you do not possess a payslip for the month of March, please let us know the reason for its absence.

The rest of your submitted documents are currently under review. We will complete the review process as quickly as possible and update you accordingly.

Thank you for your understanding and cooperation.

Best regards,

Bettyspin Casino

Dear Bettyspin Casino representative, will the player's explanation be sufficient for the purpose of finalizing the verification? Thank you in advance for your clarification!

Dear stephieg,

We would like to inform you that the requested documentation forms part of the Source of Wealth verification, which typically covers a three-month period surrounding the deposited amount. This is the reason for requesting documents for the specified months.

In your previous correspondence, you mentioned receiving a salary payment in March:

28 March – WEE CARE +€2,333.10

Therefore, we kindly ask you to provide the payslip for March, as the bank statement alone is not sufficient to complete the Source of Wealth verification.

All other documentation has been received.

Thank you for your understanding and cooperation.

Best regards,

Bettyspin Casino

Ok will provide but it will take a while.

March pay slip has been provided. Is my account verified now?

Hello, Stephanie!

We hope this email finds you well.

Could you kindly provide the payslips for May, April, and March 2025 in PDF format, preferably consolidated into a single document?

If you have any questions or require further guidance, please don't hesitate to contact us. We're here to assist you.

Best regards, 

Tina

Casino Support Team

They asking for double documents again. I not understand how this is possible. They have all my documents on file but want it again.

Hello? it will be 2 weeks to respond?

Dear stephieg,

Thank you for providing the documents. We are pleased to inform you that they have been accepted. Kindly proceed with withdrawing your balance at your earliest convenience.

Should you require any assistance or have further questions, please do not hesitate to contact us.

Best regards,

Bettyspin Casino

Thank you very much for the update Bettyspin Casino representative.

Dear stephieg, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Cannot withdraw.

Suspended account

Your account is suspended. Please contact the Support for more information.

Dear Bettyspin Casino representative, could you clarify why the player's account is suspended? Would it be possible to go ahead with a manual withdrawal in that case? Thank you in advance for your clarification!

Dear stephieg,

The account suspension only limits your ability to make deposits and access casino games. It does not prevent you from logging in or requesting a withdrawal from your account.​

Please log in to your account and click on the "Withdraw" button to submit your withdrawal request, as the previous technical issue with withdrawals has now been resolved. If you cannot log in, kindly send a screenshot of the error message, and if you still experience any issue with the withdrawal itself, please provide the screenshot of the error message so the matter can be investigated and resolved as quickly as possible.

Thank you for your understanding.

Best regards,

Bettyspin Casino

Read

Stephanie, upon checking, the case has already been escalated. Once there is an update, you will be notified via the email address ❤️

This is the chat.

So it's not true what you are saying.

Dear stephieg,

We can confirm from our records that you successfully logged in on the 20th of November. You later informed us that verification was requested upon submitting a withdrawal, an issue that has since been resolved.

Your password was previously reset on the 2nd of September, and a new temporary password was provided to you by email. If you have not yet changed that password, please locate the original email and try logging in using the temporary password. If the password has been changed but forgotten, please follow the reset process by contacting the ChatBot and entering the phrase "Reset Password." Once you have answered all required questions, our team will be notified, and a new password will be sent to your email.

If you encounter any error message other than "Incorrect password," please send us a screenshot of the exact error. You may also forward it to our email address at [email protected] with the subject line "CasinoGuru."

The previous escalation concerned your withdrawal issue, which has already been resolved.

To resolve your current issue as quickly as possible, we kindly ask for your cooperation. Should you have any further questions or need assistance, please do not hesitate to contact us.

Best regards,

Bettyspin Casino

I just can get this message reset password doesn't work.

6 months further and now this. Casino guru does this seems like they delaying.

Dear stephieg,

Thank you for the screenshot you have provided. The issue appears to be caused by incorrect login credentials.

To reset the password, please start a chat and, once you are connected with the chatbot, request a "Reset password." A short verification quiz will begin, and once all answers have been provided, the team will be notified and will be able to issue a new password for you via email. This procedure is important in order to protect your account and prevent any unauthorized access.

If you experience any difficulties when requesting a password reset via the chatbot, please let us know and we will be happy to assist you.

Best regards,

Bettyspin Casino

It's not working you see please fix it and open my account!!

Hello, Stephanie!

Thank you for reaching out to us.

We hope you’re doing well!

Following a recent security review, we’ve identified that your gaming activity did not fully comply with our Bonus Terms and Conditions.

Please allow us to draw your attention to the relevant section of the bonus policy:

"The use of bonus funds solely to progress through the bonus stages is prohibited. For example, when the bonus or cash funds are used exclusively to progress through the bonus stages (e.g. collect 9 out of 10 coins to reach that bonus feature) and then the final stages (e.g. play to collect the final coin to reach 10 out of 10 coins to reach the bonus feature) completed with cash wagers when the bonus funds are forfeited, lost or the wagers are fulfilled and converted to cash. All winnings obtained during such play can be considered void."

Our investigation indicates that the winnings in question were obtained through a software incompleteness that allowed this type of gameplay to occur. As outlined in our Terms and Conditions:

"Should the user become aware of possible errors or incompleteness in the software, he agrees to refrain from taking advantage of them."

We truly appreciate your understanding and cooperation in this matter. If you have any questions or would like further clarification, please don’t hesitate to reach out — our team is always here to assist you.

Warm regards,

Marianne

Casino Support Team

I not even win with bonus money it was my real funds.

Dear Bettyspin Casino representative, could you update us on the situation? Thank you in advance!

This is really not fair you know. I win money they not pay anything. Let me get all these documents approve them.

Dear stephieg,

We sincerely apologize for the confusion caused. Your password has been reset, and a new temporary password has been provided. As previously mentioned, the issue with your withdrawal has been resolved. 

Please log in to your account using the new password and try to request a withdrawal again. Should you experience any further issues, please let us know, and we will be glad to assist you promptly. 

Best regards,

Bettyspin Casino

Yes I withdraw a 1000 euronow I am waiting for it.

Dear stephieg,

Thank you for your update. As stated in our Terms and Conditions, the withdrawal processing time may take up to 24 hours. Once processed on our side, it can take up to five banking days for the funds to be credited to your bank account. 

Additionally, please note that the daily withdrawal limit is set to 1,000 EUR. You will be able to request another withdrawal for the maximum amount on the following day. 

Thank you for your patience and understanding. Should you encounter any further issues, please do not hesitate to contact us. 

Best regards,

Bettyspin Casino

ok I am waiting.

Dear stephieg, Thank you very much for the update. We will keep this complaint open until you confirm all your withdrawals have been successful. Please keep me informed about any further developments.

I still haven't been paid. Yet could you check the process bettyspin.

Dear stephieg,

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.

The bank closed because they have a payment on there. They miss code there payment.

I would like to request the payment to skrill is that possible?

Dear stephieg,

Could you please clarify what you mean by "The bank closed because they have a payment on there"?

We would like to inform you that two withdrawals were processed on our side on the 2nd and 5th of December, and the funds should already be reflected in your bank account. If you have not received them yet, kindly provide us with a bank statement covering the period from the 2nd of December until the current date.

Regarding your payments being paid to Skrill, please be advised that this is not possible, as a prior deposit via this service is required for such a withdrawal. This is a specific requirement from the payment provider and is beyond our control. Please also note that further deposits are not possible at this time.

If you are experiencing issues with your current bank, you may use an alternative bank account registered under your name, after being verified by providing documentation with your name and IBAN.

Best regards,

Bettyspin Casino

Dear Bettyspin,

No only 1 payment of 1000€ cleared. As soon as my first withdrawal cleared the bank closed my account down and sent you back the other 1000€. Attached is my bank statement.