SpinyBet Casino - Player’s refund request is delayed and complicated.

Hi

in 2024 I played here and deposit without any warning or geo blocking.

after reading the t&c it came clear Netherlands was a restricted country and wasnt even allowed to make a account or deposit.

so there for i asked for a refund and it was granted and they will proces the full deposits I made ,till this day nothing.

keep in mind i did the full verification at that point and was verified.

This year i chased it once again to look if they can help me out and keeping there promise to refund me like they Said in 2024.

now after emailing back and forth and extremely long respons time from there side I again did verification it was all passed and clear my passpoort my live selfie demanded it was done..

now comes the funny part because today I get a message that verification was done but they still wanted to let me perform a SOW 😆(source of Wealth)

I told them at this point I will involve casino guru in this matter and lets see what they think about this insane proces u are running for a refund of 350 euro

I used instant banking for deposit 2 times that was all on my name and I used my Dutch Passpoort for verification.

i played only slots 🎰

please involve this casino in to this matter and help me with this casino because they just are Joking with me

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Dear M1704,

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

In order to assist you effectively, could you please provide more information regarding your situation by answering the following questions:

• What was the date of your initial deposit?
• What verification documents you have recently submitted and when?
• Did you receive any confirmation regarding the refund they promised in 2024?
• What specific information or documents did the casino request from you regarding the Source of Wealth (SOW)?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Best regards,

Petra

Hello

send me e-mail I Will send u the e-mails traffic between me and the departments of spinybet.

What was the date of your initial deposit?

2024 october

What verification documents you have recently submitted and when?

in may 04 i send passport and face selfie. Did this with sumsub and was passed then they asked again to delivere documents like passport and selfie and a note, i Said I already did verify and dont need to do these delaying tactics. Then it was ok, after that they send me SOW verification that was the thing I had to involve u Guys because it was getting outta hand.

Did you receive any confirmation regarding the refund they promised in 2024?

Yess I had confirmation in 2024, dont have these e-mails anymore also was send a contract to sign for the refund. They would pay me in 30 working days. Never seen the whole amount back.

What specific information or documents did the casino request from you regarding the Source of Wealth (SOW)

– Last payslips and/or employment contract confirming your salary and employer

– Tax returns or official tax assessment– Bank statement showing your account balance

– Any other official document confirming your source of income

I send them only a tax paper because i wanted to speed things up. I dont want to send them anyrhing before because it is ridicilous to ask such thing for 2 deposits totaling 350 euro.

now yesterday they send everything to another department and told me it gonna last for 3/6 months hahaha I told them resolution in 24 hours please because they already did everything in 2024 and was just waiting on my refund. They aare really messing and joking with me !

please involve the resolver and ask to casino to join

Thank you for your reply and for providing the previous details, M1704.

• Did you play with Bonus money or not?
• Could you provide any additional communication you had with the casino regarding the case? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello,

thanks for ur answer back !

at that time it was with welcome offer I think but raw deposit of 350 euro’s Total over 2 deposits

I have send u the whole e-mail traffic of me and the support and payment departments. On the e-mail provided by you

please involve the casino after this

Dear M1704

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,Peter (peter.c@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,

Petra

Hello there,

Thank you M1704 for providing us with all the information. I hope we'll be able to resolve this issue together.

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

Thank you!

Dear Peter,

We are currently reviewing the situation and verifying the player's claim. Once the review is completed, we will provide a detailed update regarding the outcome.

Thank you for your patience and understanding.

Kind regards,

SpinyBet Team

Hello thanks for the reply spinybet.

why u need 3/6 months of reviewing what ?

and its a claim that is from 2024… Cmon Guys its not so hard to figure stuff out and make a refund what is promised to me.

please Peter can u put on the pressure on them because I hope u read all the e-mail traffic with them.. its just stalling and joking with me what I think is very sad @ this point.

Hello everyone, my name is Matej and I will be taking this complaint over from my colleague, Peter. I will do my best to help the mediation process to move towards successful resolution.

Dear SpinyBet Casino, once the investigation is complete, you can respond directly within this thread. In case of sensitive information, you can e-mail me your findings (matej.l@casino.guru) for further review. Thank you very much.

Hello

they have emailed me that they will refund me only 40% of the amount deposits because they have found the agreement that I had to sign or I wouldnt get any money back so I signed it at that time unfortanally….. they could only send me via crypto the amount of the agreement it was like 185,10 euro. I send them details of my crypto Wallet and just waiting on the payment now im tired of fighting this dispute otherwise i would demand full refund of my deposits because that was taken illegally..

Thank you for the details, M1704, this is very helpful. I agree that receiving only 40% of your deposits is extremely unfair. Unfortunately, if you have signed the waiver, I won't be able to change that. However, I will note this and will deal with this issue once zou get the refund . Can you please confirm, whether the disputed amount of 350 EUR is the said 40% of your deposits, or whether you are to be paid even less? Thank you?

350 euro is the Total amount deposited dear friend ! And they only want to send 185,10

Its unfair I know but what I have to do against a casino like this that is putting players into this situation… what u have to do is let them send u the agreement because I dont have this document anymore unfortanally…. I not even got the amount that they wanted to send me only thru crypto in my Wallet yet so they are just playing games again 🙁

i will send u the screen of the e-mail I got couple of days again…

in the agreement u will see the real amount of the dispute and how they broke up the number to only this amount so please ask about this agreement for your investigation because they clearly have it and dont send it to me again for transparancy

keep in mind i never had any withdrawals or what so ever and only deposited 2 times…

Make the screens private please because sensitive

In

uodate:

5 days past again and still no payment and no response from support thru e-mail I send already 3 mails for an update 😓

this is looking bad for their image, because they cant handle a mini payment thru their own recommendent crypto payment 🤥

Update: payment received 185,10 euro thru crypto

lets proceed to get the Total amount back, thats the only fair solution if they dont geo block countries that are restricted 🙏

so please leave this thread open for now

Thank you for the clarification, dear M1704, much obliged.

Dear SpinyBet Casino, could yo uplease let us know if there are any issues in processing the agreed amount of 185,10 EUR or let us know once it has been processed? Thank you.

Dear Matej,

Thank you for your message.

We would like to confirm that the agreed amount has been successfully processed and received by the player.

This amount corresponds to the settlement agreement accepted by the player. We have fulfilled our obligations under that agreement and consider this matter resolved from our side.

Kind regards,

SpinyBet Team

Thank you very much for the swift confirmation, dear SpinyBet Casino, much appreciated.

Dear M1704, please let me know once you receive the payment. Thanks.

Hello,

like I already told u in the above message, the payment is received of 185,10 euro and lets proceed for the full refund of my deposit 👍

let them send u the settlement agreement and take a look at what they made up to lower the real amount and get back with them

take in mind they told me to sign or get nothing.. I asked for the full amount back in e-mails they must still have

Thank you for the confirmation, dear M1704, I have unfortunately missed your original confirmation in the previous post, for which I apologise.

Since you have signed up the waiver in which you agreed to the 185 EUR refund that you have received, I am unable to mediate this case any further on your behalf. This is due to the fact that the waiver itself is a legally binding document, and continuing mediation in your name would violate this agreement and could cause you legal issues.

However, Casino Guru believes the way this situation has been handled from the casino's point is not acceptable. While I understand you have played from restricted country, this should have been prevented by implementing regional blocks by the casino. This has not happened, hence we believe you are entitled to the complete refund of your deposits, not just 50%.

As the parital refund has been issued, I will close this complaint as "partially resolved", with disputed amount being equal to the missing 50% of the deposits that were witheld, which may impact the casino's safety rating. Thank you for your understanding. I am genuinely sorry that I was not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.