SpinBet Casino - Player’s winnings haven’t been received yet.

Attempted to withdraw winnings of NZD50 000 and was asked to verify account. Carried out verification requirements and account was verified on all aspects. After 2 days withdrawals was declined and when asked for a reason was told that my bank does not allow deposits to my bank card for those amounts as the max withdrawal is NZD 10000 so I had to do 5 withdrawals and I will have to do a bank transfer and supply more docs for verification. Supplied necessary docs and was verified after 24 hours with no hassles. All along the process I have been in contact with Live Support but only get rude and generic messages and always we will escalate with finance but no feedback or reasons as to why withdrawals are witheld or taking longer than the 6-9 hours thats advertised everywhere. No reason up to date was given as to why they refuse to pay out winnings.

Dear Reggie252,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi,

I would like to withdraw my complaint. After lodging a formal complaint to issue has been resolved.

Dear Reggie252,

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,

Nick Bacon

Casino.Guru