Spybet Casino - Player’s withdrawal is delayed due to account verification.

I am currently experiencing a very concerning delay with my account verification and withdrawal access at Spybet Casino.

My account has been under verification for approximately one month, despite the fact that I have fully complied with all requested documentation.

Initially, I submitted the 2 x required verification documents on 10 March 2026. After a prolonged delay, I was then asked to provide an additional document as proof that my previous bank card had been cancelled.

I provided an official PDF from my bank confirming the cancellation of my debit card, including my full name, the last four digits of the card, and the date of cancellation.

However, after submitting this document, the same request was issued again without any explanation as to what was insufficient with the document already provided. My VIP manager has since confirmed that the original document is still under review, which makes the repeated request even more confusing.

Throughout this process:

• I have fully complied with all verification requirements

• My winnings are from cash play only

• I have made multiple attempts to resolve this through support and VIP channels

• I have received no clear timeframe or explanation for the ongoing delay

At this stage, nearly one month later, my withdrawals remain blocked and I am still waiting for verification to be completed.

I am concerned about the repeated delays, lack of communication, and inconsistent handling of my case, and I would appreciate assistance in resolving this matter.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spybet 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 payouts were blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding verification requirements and the payout block? 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

Hi Thomas,

Thank you for your response.

I have been playing at this casino for probably about a year now.

i have lost a lot of times at this casino and i think on the 8th of February i have deposited a €200.00 and tried my luck again. I play 99% of the time only live blackjack and with this €200.00 i only played live blackjack and that is where my winnings came from.

I played for a week and won big and it was cash only(no bonus).

My first manager Vicky, who has ALWAYS been my manager since started playing was very helpful at the start and my withdrawals was processed and she even managed to allow one big withdrawal of €3000.00 on the 16th of February my withdrawals were blocked and i reached out to vicky and she was off for 5 days, but i still submitted my documents in that time that she was off another vip manager at spybet offered some promotion where they tried to get me to play futher while my account was under verification to wagering a massive amount in 2 days and once completed i will be able to make a withdrawal of €3000.00 regardless if i loose all my money. I did not avail of this offer.

i informed them that i would first like my account to be verified before taking up any offers and play again. On the 27th of February(11 days after verification started) after back and forth with submitting documents and they either not happy with it or requesting new documents, Vicky said that she has explained the team the situation and asked for exception to give you more time on the verification and asked them to process your current withdrawal and allow withdrawals in general At the time there was only 2 x documents outstanding to be verified, which was my bank statement from 16 January to 16 February and proof of Debit card front and back( i have explained to them previously that my card was lost and had it replaced and i only have a front photo in my gallery of my lost card which was used at the casino and i did send it to them), but they requested it again.

so all of a sudden i was able to withdraw again and Vicky provided me AGAIN with the same offer the other person made to me to try and get me to play, but i told her again that i would feel more comfortable to have my account verified first. So a couple of withdrawals was successful and on the 8th of March i requested to Vicky to process my withdrawal please and to look into if they again can provide a once off bigger withdrawal as the previous time, she replied on the 9th and said she if off, but will request and have a look tomorrow what they answer and on the 10th of March, my VIP level suddenly dropped from level 3, 12% to level 1, 0%, my Withdrawals was blocked and verifications was required again.

i have submitted those 2 x requiring document, but this time with a letter explaining my card that is lost and i have a new card, after numerous follow-ups all i got was there is no update on my verifications.

on the 16th of March Vicky said will let me know once she has an update on my verification at 12:47, i replied within seconds also at 12:47, asking her what will be her working schedule and did not receive a reply, later that afternoon i message her again requesting for an update and the message only had one Tick, i have send follow up emails just to find out later that apparently she is now working for a different department and i will get a new VIP manager.

on the 24th of March i received my new manager, Amelia, which always just tell me there is no update on my verifications. When i made a review on casino guru my 2 x documents has been looked at and they requested proof of my cancellation of my bank card and i provided them with an official email/letter from the bank with ALL information on it and submitted it on the 23rd of March and since then there is no movement on my verification i have not received any response or communication after sending emails and watsapps and live chat is not much of help.

Dear CasinoGuru Team,

I would like to provide an additional update regarding my verification process with Spybet Casino, as I am increasingly concerned about the way my case is being handled.

Over the past month, I have provided multiple documents as requested by the casino, including identification, bank statements, and proof relating to my payment methods. In total, I have submitted close to 10 documents, if not more.

However, instead of reviewing all requirements together, the casino has been requesting documents one by one, with significant delays between each request.

For example:

Around 22–23 March, I was asked to provide proof of cancellation of my debit card.

This document was submitted promptly.

Only after approximately 10–11 days, a new request was made (2 April) for proof of source of funds.

Each document appears to take an extended period to review, and only once that delay has passed, a new requirement is introduced.

This has resulted in the verification process now extending to over a month, approaching a month and a half, without any clear indication that all requirements are being assessed together.

I am concerned that this step-by-step approach, combined with long review times, is causing unnecessary delays in completing my verification and accessing my funds.

I have fully cooperated with all requests and continue to do so, but I would appreciate your assistance in ensuring that the casino reviews all submitted documentation comprehensively and brings this matter to a conclusion without further delay.

Kind regards,

Wildré

Hi Tomas or any Other team member,

Can anyone please assist me, i am desperate for assistance. After submitting the above, on the 2nd of April, they have now requested for proof of cancellation of my debit card for the 3rd time now and i have submitted it 3 x already. The Support team does not give any help and i feel that this KYC does not get anywhere. I am also not provided any reason for asking the same document 3 times. Please can someone just assist, this has been going on for longer than a month now.

please see below the proof of cancellation, it is CLEAR proof, with all details on it

Dear Will96,

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, Michal (michal.k@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

Hi Tomas,

Thank you for taking the time to look at my complaint. I know it is a lot of info.

look forward hearing from Michal.

Hi Michal,

as you will see my discussion with Tomas and the attached of the source of funds they requested, i just went in on my account now and they have now requested source of funds AGAIN for the 2nd time. I have provided them with my payslip the first time.

it seems they are jumping between requesting proof of cancellation and proof of source of Funds.

since the 23rd of March up until now, they have requested proof of cancellation of Debit card 3 times and Source of Funds 2 times. That is in a period of 2 weeks. ALL other documents has been submitted, but seems they using delayed tactics by jumping between these two documents and request it from me over and over for no reason.

4th time requesting for proof of debit card cancellation.

Hello Will96,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Spybet Casino to join the conversation.

Dear Spybet Casino,

Could you please clarify why the player’s verification has not yet been completed despite the submission of multiple documents? Additionally, we would appreciate an explanation as to why the player has been repeatedly asked to provide the same documentation.

If there are any other factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru

Dear all,

Thank you for contacting us.

We  kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Spybet

Dear Spybet Team,

Thank you for your response and for confirming that my case is currently under review.

Given that the verification process has now been ongoing for over a month despite my full cooperation and submission of all requested documents, I would appreciate it if you could provide an approximate timeframe for completion of the review.

I look forward to your update and to a resolution of this matter.

Kind regards,

Wildré

Dear all,

Thank you for the patience.

We kindly inform you that after review your case with the relevant department they inform us that you need to upload official bank document which states that CC***4131 is no longer valid.

Kind regards,

Spybet

I have been onto my bank this whole week over the phone and went to the branch trying to get an official letter and this is not something they do.

last week Thursday, the Cards department said a letter will be send to me as they will try to make a plan and i did not receive anything. This week after been told they don’t do it, i rang again and has been told they will send a letter out to me, that was on Wednesday, i still have not received a letter and will give it till next week Friday to see if they actually did send something to me, but this is not a service they offer. I have been referred to the branch by the Cards department on the phone and when i arrived at the branch they tell me i should ring the cards department.

Just an update from my side that i am still awaiting for the document to see if anything will arrive in post this week.

Dear Will96,

Thank you for the update. I’m keeping my fingers crossed that the documents reach you soon so they can be forwarded to the casino team.

Please include my email michal.k@casino.guru in CC so I can track when the documents are sent to the casino and maybe help ensure their timely review.

As i am awaiting for the letter from the bank, i believe that this is the only requirement left in order to complete my verifications as i have then given everything to Spybet Casino.

Hi Spybet,

Please confirm if this is correct as all other documents have been successfully submitted and accepted by the casino.

Hi Michal and Spybet,

i have received the letter from the bank, i have submitted it on the spybet platform for review, could i please ask that spybet can prioritise this as my verification case will be going for almost 2 months now.

please also see attached letter i have send to spybet

Dear all,

Thank you for contacting us.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Spybet

Hi Spybet,

Thank you, i just went online to have a look on what the update is and what is going on here?

it is asking to upload document, with no information(see screenshot). My withdrawal is still blocked?

This is becoming a real problem, Michal please advise as this does not make sense?

what is going on here?

see attached screenshots

Dear Will96,

I understand your expectation for a prompt review of your documents and the ability to submit a withdrawal request without delay.; however, the security department or whatever is the appropriate team is not always able to "approve" documents immediately, and the process can sometimes take a few days. That said, I do agree that the new requirement for "some" documents is indeed a bit strange.

I will follow up with the casino to seek clarification on this matter.

Dear Spybet Casino,

Thank you for your prompt reply. We eagerly await your quick assessment of the submitted document, along with the other documents that the player has already supplied, so you can move forward with the withdrawals.

Could you please clarify the recent request to upload "some" new documents? It appears that the player has already submitted all necessary materials; thus, this comes as a surprise.

Dear all,

Thank you for the patience.

We kindly inform you that after review your case with the relevant department they inform us that you need to provide Proof of cancellation / destruction for CC***4131 ( official doc from the bank with signature and / or stamp ).

Kind regards,

Spybet

Dear Spybet Casino,

Thank you for your reply. Could you please explain why this requirement was not clearly outlined in your earlier communication, instead of extending the process?

Additionally, can you confirm whether this is the final hurdle that is hindering the verification process from being completed, or if there are any other requirements?

I wish to ensure that this issue is addressed properly without any further unnecessary delays.

Dear Michal,

Thank you for the reply.

We would like to inform you that unfortunately, the verification department rejected the player's previous documents. Our reply from 15.04.2026 details exactly what is required. The verification team will decide if this completes the requirements once the new files are reviewed.

Kind regards,

Spybet

Dear Spybet Casino,

It appears that my previous message may not have been fully understood. While I acknowledge that you requested the player to obtain an official bank document confirming that card CC***4131 is no longer valid, it was not specified that this document must be stamped and signed.

That said, I understand this requirement; my point is that such conditions should be clearly and transparently communicated to the player in advance.

Additionally, I kindly ask you to confirm whether this is the final requirement needed to complete the verification process, or if any further documentation will be requested.

I would like to avoid a situation where additional requirements are introduced at a later stage, as this could be perceived as an intentional prolonging of the verification process on your side, which would not align with transparent, fair, and timely verification practices.

Thank you in advance for your clarification.

Dear Will96,

In reference to our previous email discussions, I acknowledge that you have submitted several documents for the KYC and AML verification process; however, the most recent request from the casino is a valid one and aligns with the standard requirements of the industry.

I can only suggest that you acquire the necessary documentation, which should include a bank stamp and a signature. I am hopeful that this will indeed be the final obstacle.

Hi Michal,

you replied, but the system still says waiting for casino guru to reply?

I am sure we are waiting for spybet to reply?

Dear Wildre,

Thank you for bringing this to my attention. I acknowledge that the response time on the casino’s side was not set correctly; however, they have already been informed of my reply in the complaint thread, as an email notification is automatically sent out. I will now proceed to adjust the response timeframe accordingly.

I sincerely apologize for any confusion this may have caused.

Dear Spybet Casino,

We look forward to your timely response.

Dear all,

Thank you for the patience.

We would like to inform you that after reviewing your case with the relevant department they inform us that is the last document we want from the player.

1.Proof of cancellation / destruction for CC***4131 ( official doc from the bank with signature and / or stamp )

Kind regards,

Spybet

Dear Spybet Casino,

Thank you for your response.

Dear Wildre,

According to the casino’s latest response, an official document from your bank—bearing a signature and bank stamp confirming the cancellation or destruction of card CC***4131—should be the final requirement to complete the verification process.

I kindly ask you to obtain this document from your bank. Feel free to inform them that you need this for verification purposes, and it must contain the required details. Once available, please include my email michal.k@casino.guru in the CC when forwarding it to the casino team, so I can help monitor the review process and ensure it is handled in a timely manner.

I trust that this will bring us closer to a positive resolution.

Hi Michal, i am trying my best to get this from the bank as it is a real struggle due to internal policies from the bank, apparently they said they did post an updated one for me, so i am waiting to see for the letter to arrive in the post please note that Spybet did say they require a signature OR a stamp from the bank. I am trying my best to get both, but per request it can either be stamp OR signature

Dear Will96,

Thank you for the reply.

We kindly inform you that you can provide official document from the bank with signature or stamp.

Kind regards,

Spybet

Dear Spybet Casino,

Thank you for the clarification.

Dear Wildre,

My previous response was intended to help ensure that the document would be as strong and reliable as possible. However, as confirmed by the casino team, they require an official document from your bank that includes either a signature or a stamp confirming the cancellation or destruction of the CC***4131.

I trust your bank will be able to provide this document within a reasonable timeframe.

Hi Michal,

Thank you, after i made a complaint to the bank they finally assisted me.

Dear Spybet,

Thank you for the clarity, i have now submitted the letter to the team. Please also see below the letter submitted, i am sure that this must now meet their requirements. Look forward to getting this resolved. I would like to request if possible if the team can prioritise this as i would highly appreciate it.

Why has my document being declined again, when i went to see what the update is, they again asked for proof of destruction, changing the wording now it should be stamped. This is becoming a joke, spybet confirmed that it can either be stamped or Signature, the bank does not stamp these documents as spybet can see i went as far as making a formal complaint to AIB to get a letter. This is becoming a sign to me that the casino don’t want to pay me my winnings as i have done everything in my power to get an official letter from the bank.

michal, please advise this is really becoming frustrating. They feel the document is not legit, request being changed and the spybet casino representative is not much of help as i thought he was after clearly stating it can either be signed or Stamped, i can’t help that the bank do not give Stamps even after a formal complaint.

see below sudden new request from spybet.

i tried to keep things professional and try to be understanding but this is a clear sign they don’t want to pay my winnings. It has been 3months now.

The first screenshot was their first request in relation to the cancellation of the card and the 2nd screenshot is the latest one.

the casino representative said it can either be signature or stamp. It is clear as daylight what the casino is busy doing.

Also per email received on the 29th of April. Signature or stamp

I was just came off a call from the Complaints department at AIB bank.

THEY DO NOT PROVIDES STAMPS.

There is so much information on the document i have provided, it is signed. THE CASINO CAN CLEARLY SEE THAT THIS LETTER IS FROM THE BANK and that is an OFFICIAL LETTER.

So now suddenly the complaint letter is not accepted after it is stating they can confirm it has been cancelled and also should be stamped?

what is going on here.

Dear Wildre,

I fully understand your dissatisfaction. It is indeed far from ideal when the casino subsequently changes its requirements regarding the accepted format of documentation.

Dear Spybet Casino Team,

At this stage, I must express concern that the current handling of the verification process does not appear to fully align with the fair, transparent, and proportionate procedures generally expected under KYC and AML requirements.

The player has made a clear effort to provide the requested documentation in the required format. Introducing additional or shifting requirements at a later stage creates unnecessary procedural obstacles for the player, which is not in line with good practice expectations for verification processes.

Given the volume and consistency of documentation already submitted, including the most recent set of requested documents, I would respectfully ask you to proceed with the completion of the player’s verification without further undue delay.

I would also encourage constructive cooperation in resolving this matter in a timely and transparent manner, ensuring the verification process remains both effective and proportionate.

I look forward to your clarification and confirmation of the next steps.

Hi Michal,

Thank you for your response.

Hi SpyBet Team,

Following my fifth visit to the bank, I have now obtained the required bank-stamped document confirming the details requested. Please see below, Michal as you can agree i have been going out of my way every single time to get the required documents requested by spybet.

I have submitted this document onto the casino’s platform.

I trust that everything is now in order and look forward to your prompt confirmation.

Dear Will96,

Thank you for the reply.

We would like to inform you that we inform the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Spybet Casino

Dear Spybet,

Thank you for your Prompt response.

Hi Michal,

Should Spybet not also get back to your message as they did not acknowledge your message nor responded on your message.

Hi Michal,

this is the latest from Spybet, they rejected my stamped letter again, firstly saying complaint letter not accepted, first of all it was not the complaint letter, secondly they say the official letter should be stamped not scanned.

the below is what i send to them, Michal once again such a joke and the spybet representative ignored your message with no acknowledgement or answers.

please see below also new request, something is off.

please advise??????

what does it even mean "letter must be stamped, not scanned"????

Dear Spybet Casino Team,

Please elaborate on the above.

Hi Michal,

I would like to add an update for the record regarding the verification process with Spybet while I am still awaiting their response.

The main issue since the 23rd of March 2026 has been around the documentation requested for a cancelled card. Throughout the process, I have been asked for proof relating specifically to this card, and I have provided what was requested at each stage.

At one point, I was clearly informed that confirmation for the cancelled card could be either signed or stamped, and that either format would be accepted. I submitted documentation based on that instruction.

However, after this, the requirements were changed again, with additional or different expectations being introduced regarding the same cancelled card documentation. This has led to repeated requests despite me already providing what was previously confirmed as acceptable.

I am documenting this for transparency, specifically in relation to the cancelled card verification, as the requirements have not remained consistent throughout the process.

The first time that a request was given from spybet to me to provide proof of Cancellation of my card ending on 4131, was on the 23rd of March 2026. This was everything i provided them with since then in relation to my card.

email from AIB

front side of my physical card(did not had a photo of backside as card were lost)

signed letter confirming card is cancelled after i had to make a complaint to AIB to get this letter.

attachment exceeding on casino guru i will therefore continue on a new page, please see below:

Stamped letter from the bank

the following attachments will be how their requests changed since 23rd of March 2026.

First request:

After providing an official letter from the complaints department which was signed as per request from spybet that it can either be stamped or signed. See below proof that it can be signed or stamp with the requested they thereafter ask as they declined my official signed letter and said it must be stamped.

Attachments exceeded on Casino Guru, i will therefor continue on a new page please see below.

after providing a stamped official letter as they don’t accept complaint letters(although the complaint department did confirm my card was cancelled) my stamped official letter was again rejected and this is now their latest request even though it was not a complaint letter i submitted as you can see above and the official letter is stamped. They are now mentioning something about "Not scanned"

We look forward to Spybet getting back to us in relation to all messages send in the last 2 days. We would appreciate if Spybet Casino can ensure that they read each message carefully and clarify. Thank you in advance.

As i am busy typing everything, i just saw this is now their latest request today. Another new request? The previous request was yesterday and now today this is the request. Previously they said it should be in pdf format and now i need to take a photo and that scans is not accepted.

I have now taken a photo of the letter i received and submitted it on spybet casino.

We look forward to Spybet getting back to us in relation to all messages send in the last 2 days. We would appreciate if Spybet Casino can ensure that they read each message carefully and clarify. Thank you in advance.

Latest update 13/05/2026 at 14:18:

I had a look at my account and this is what’s now showing, the system says to upload documents and there is no upload option and not sure what need to be uploaded as i already submitted the latest request from spybet.

We look forward to Spybet getting back to us in relation to all messages send in the last 2 days. We would appreciate if Spybet Casino can ensure that they read each message carefully and clarify. Thank you in advance.

We look forward to Spybet getting back to us in relation to all messages send in the last 3 days. We would appreciate if Spybet Casino can ensure that they read each message carefully and clarify. Thank you in advance.

Dear Will96,

Thank you for the reply.

We would like to inform you that we inform the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Spybet Casino

Dear Michal,

Apologies, but the casino representative does not give us any clarity on the concerns highlighted and ignores the fact that there has been so many changed requests even though i provided the documents they requested and also the fact that we have been told it can be stamped or Signed.

please advise.

Dear Wildre,

I acknowledge your dissatisfaction with the current situation and understand your expectation for a prompt resolution. However, it is important to note that such processes are not always immediate.

In line with standard industry practice, the relevant casino departments (typically security, KYC, and AML compliance teams) are required to conduct their assessments and determine appropriate next steps in accordance with applicable policies and regulatory obligations. While I understand your concerns, these decisions rest solely with the operator, and external parties are not in a position to intervene in their internal compliance procedures.

As an independent dispute mediator, Casino Guru does not hold any legal authority to compel the casino to take specific actions or to override established regulatory and compliance requirements. While I understand the importance of this matter to you and agree that it could have been handled more effectively by the casino team, sending multiple daily messages will not influence the speed of the process. I therefore kindly ask you to respond only when necessary, as the matter is currently awaiting action from the casino side.

That said, I continue to follow up with the casino on a regular basis and will persist in pursuing your case within the limits of our role until a resolution is reached.

Dear Spybet Casino Team,

I understand that the relevant department is currently reviewing the case, and I look forward to their timely action. However, I would kindly ask you to also address the questions raised above, as clear and transparent communication remains essential in this matter.

Dear all,

Thank you for the patience.

We kindly apologize for the delay for the verification progress.Please be informed that the relevant department inform us that your account is now verified.

Kind regards,

Spybet Team.

Dear Spybet,

Thank you for getting back to me with an update and confirming that my account is now fully verified. Thank you for always replying in a timely manner and getting this sorted on your end.

Dear Michal,

Thank you for your continued assistance and that we were able to get the last hurdle over the line. As i have been dealing with this for 3months now, i would like to request if we can please keep this complaint open for at least 2 weeks as i would just like to make sure that the Withdrawals go smoothly as i made 1 withdrawal yesterday and 1 today, i have not received the funds, but do understand that it can take up to 3 business days. I believe you would understand and that i would greatly appreciate it consider everything i had to go through for 3 months to get to this point.

Dear Spybet Casino Team,

Thank you for the positive update. I appreciate your cooperation and am glad to see progress in this matter at last.

Dear Will96,

I will keep monitoring the withdrawal process to ensure you are receiving your winnings in accordance with the casino's withdrawal policy.

I trust that your winnings will be processed and received through the standard procedure without any issues or delays.

Hi Michal,

Thank you so much, i appreciate it. I will keep you updated.

Hi Michal,

since my account was verified i was able to withdraw €3000.00 and not long after i have already experienced strange behaviour taking place on my account.

i made 3 x withdrawals - Last Thursday 21st of May, Friday and Saturday. According the their T&C’s it takes 3 business days and i have not yet received my Withdrawal made last Thursday.

i logged in today and Suddenly saw a €1.00 more on my account, i went to the deposit history, just to find out the casino provided me with a €1.00 cash bonus, which is very strange. I have not played for more than 3 months, why do i get €1.00 in my account and suddenly there is a message that says "For withdrawals each deposit amount must be fully wagered." I went to live chat and told them they should please remove this bonus a never requested or did anything to get this bonus. In the past the casino always removed my bonuses if i asked them and now suddenly live chat says they can’t do it. I am not sure what the casino is trying to do here. I barely started with my withdrawals and there already seems to be problems.Please see below.

message that appears at my withdrawal and the deposit made by the casino:

live chat, numerous times i asked that lady, what is the reason i received this bonus and she kept ignoring the question and answer something different.

please see below the rest of the chat as attachments has exceeded the limit

i want this bonus to be removed and that message off from my withdrawal, i never asked for a bonus and don’t want that €1.00.

Dear Will96,

Thank you for the update. This is indeed quite an unusual situation. Do I understand correctly that because of this €1.00 bonus, you cannot submit a withdrawal request?

Hi Michal,

I can confirm i received my outstanding withdrawals this morning, so my only concern will be this €1.00 cash bonus the casino provided me with and the message at my withdrawals which says "For withdrawals each deposit amount must be fully wagered."

i want the €1.00 cash bonus to be removed and that message that is appearing at my withdrawals as i can’t make withdrawals if that message shows.

yes, that is correct i can’t make withdrawals. I did not do anything to get that bonus as i did not play and did not request any bonus.

Dear Will96,

Thank you for your response.

Dear Spybet Casino Team,

Could you please clarify the rationale for crediting the player’s account with the €1.00 cash bonus, particularly if the bonus was not actively requested or claimed by the player?

Furthermore, I would appreciate clarification as to why the presence of this unwanted bonus currently appears to prevent the player from submitting new withdrawal requests.

In the interest of facilitating a fair and practical resolution of the matter, I would kindly ask you to either remove the bonus from the player’s account or, alternatively, enable the player to proceed with submitting withdrawal requests notwithstanding the active unwanted bonus.

I look forward to your response and the appropriate actions.

Hi Michal,

just an update from myself i reached out to live chat AGAIN and this time the person said i must wager that €1.00 x 1. Since he said that and i could use that as evidence, i decided to wager the €1.00 one time and my withdrawals work now.

I am still confused, why this was added to my account as i did not do anything to get this €1.00 and did not request or accept any cash bonus.

i would completely understand if i made deposits or played, but i did nothing.

once again thank you for acting so quickly on my behalf, I will keep you updated.

Dear all,

Thank you for the patience.

We apologize for the technical error regarding your cash bonus. The issue is now fixed, and you can continue to withdraw your winnings.

Kind regards,

Spybet Casino

Dear Will96,

Thank you for the update. I'm glad it was sorted quickly, and you can continue to withdraw your winnings normally.

Please keep me informed in case of any unexpected complications, although I trust there won't be any.

Dear Spybet Casino,

Thank you for your response.

I trust that the process will proceed smoothly without any unforeseen issues and that the player will be able to withdraw their winnings in the usual manner.

Thank you Michal, i will keep you updated.

Dear Will96,

Could you please provide an update regarding the status of the payouts?

I just want to check that you are receiving them in accordance with the casino's withdrawal policy.

Hi Michal,

to be honest so far they have really been good with the payouts and always on time as they take 3-5 days to do the payout, but i am really happy with how the process are going thus far with the withdrawal requests. I will keep you updated, would you be able to increase the reply timer on CasinoGuru.

Dear Will96,

I'm glad to hear that. Could you please let me know how much you have already received and what amount still remains to be withdrawn?

Dear Will96,

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.

Hi Michal,

i received 13K so far and still 33K left to be paid out.

Would there be any possibility that you would be able to request to the casino to consider providing me with a once-off big withdrawal for example 3K-5K once of withdrawal to compensate for the 3 months it took to complete my verification as i missed out on atleast 2 months worth of withdrawals i could’ve made. Is this something they might consider looking into? If not i completely understand.

Dear Will96,

Thank you for the update.

I understand your question. However, any withdrawal amounts exceeding the applicable limits set out in the casino’s terms are processed solely at the casino’s discretion.

I can certainly raise this with the casino on your behalf, but please note that there is no obligation for them to approve such an exception.

Dear Spybet Casino,

Is there any possibility to accommodate the player’s request as outlined above?

Thank you Michal,

Dear Spybet,

Thanks you for looking into it and for considering this.

Dear all,

Thank you for the patience.

We understand your frustration but rest assured that our team is doing all the necessary to process your request.Unfortunately, we are unable to process manual withdrawal requests.

We have forwarded a request to speed up the process once again to the relevant department.

To ensure fairness and compliance, please note the standard withdrawal limits outlined in Section 6.11 of our Terms and Conditions. As a reminder, you agreed to these General Terms and Conditions when creating your account:

All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

We hope we can finalize your requested withdrawals as soon as possible.

Kind regards,

Spybet

Hi Michal,

it is very clear that this person does not understand my request and did not read it properly or really looked into my account as i DO NOT have any pending withdrawals currently that need to be processed.

Dear Spybet,

i have no problem with the withdrawal limit, i am requesting if you would consider assisting me with a once-off withdrawal of €3000.00 to €5000.00 for the month of July. Vicky who was my VIP manager at the start of the year were willing to do that for me please see below. So i am requesting if this could be done again for me as a gesture of goodwill please.

i would please like to ask to read my request carefully before replying.

Dear all,

Thank you for contacting us.

We apologize for the misunderstanding regarding your inquiry. We mistakenly assumed you were referring to a separate, requestd withdrawal after June 25th when your last one was completed.

To clarify, while we are doing everything we can to expedite your new requests, we cannot manually process withdrawals that exceed the limits outlined in Section 6.11 of our Terms and Conditions.

All withdrawals are processed according to our daily/monthly withdrawal limits and take into consideration the VIP status of the customer requesting the withdrawal. 

Kind regards,

Spybet

Dear Will96,

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.

Okay Thank you

Dear Will96,

I'm glad to see that the minor issue with accessing your Casino Guru account has been resolved, since you were able to post your response.

As you have not indicated any further issues with the withdrawals, am I correct in understanding that you are receiving your withdrawals normally in accordance with the casino's withdrawal policy and that no further assistance from our side is currently required?

Hi Michal, i would appreciate if we can see how this months withdrawals are goong

Dear Will96,

I understand your concerns and appreciate your perspective. However, at this stage, I do not believe there are sufficient grounds to keep the complaint open any longer.

Based on the information currently available, the matter appears to have been sufficiently resolved, as you are receiving your withdrawals in accordance with the casino's standard withdrawal policy. I trust that the casino will continue to process your future withdrawals in the same manner. While I understand that you may wish to monitor future payments, there is currently no indication that the casino is failing to process your withdrawals as expected.

Please understand that we handle a very large number of complaints from players worldwide, and we must allocate our resources appropriately to ensure they remain focused on cases where there is an active unresolved issue requiring our direct involvement.

Unless any new issues or circumstances arise that require our attention, I intend to proceed with closing the complaint, as the matter appears to have been satisfactorily addressed at this stage. Of course, should you encounter any further significant issues related to this matter in the future, you are welcome to contact me again. I will gladly review the situation and provide further assistance where appropriate.

I hope you understand our position. If there is anything further you would like me to review or assist you with, please let me know. Otherwise, I will proceed with closing this complaint as Resolved, as the core issue has been satisfactorily addressed.

Dear Will96,

We are extending the timer by 2 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.

Hi Michal, i understand completely.

i would just like to say thank you for your assistance throughout this period, if anything arise in the future, i will definitely send you and email immediately.

i would also like to say thank you to Spybet for their Co-operation throughout this process.

Dear Will96,

Thank you for your kind words and for your understanding. I appreciate it.

I am pleased that we were able to help facilitate a positive outcome, and I would also like to thank SpyBet team for their cooperation throughout the complaint resolution process.

I will now proceed with closing this complaint as Resolved.

As mentioned, should you encounter any further issues with this or any other online casino in the future, please do not hesitate to contact us again. We will be happy to review the matter and assist you wherever possible.

As you might 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,

Michal

Casino Guru