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Dear Casino Guru Team,

I am submitting this complaint regarding my experience with Spinbet.com and their failure to allow me access to my account and withdrawal of funds despite completing all requested KYC verification.

Issue Summary:

On October 16, 2024, I attempted to make a withdrawal, but my account was subsequently locked. After some time, I submitted my New Zealand passport and utility bill via email on March 26, 2025 to complete KYC verification. I was later informed that my account was fully KYC compliant and would be unlocked.

However, upon attempting to log in, I was met with a message stating:

"Your ‘Take A Break’ Mode is Active. Logging in is currently not possible.

Start time: March 18, 2025, 14:50

End time: Invalid Date"

Attempts to Resolve the Issue:

Over the past five days, I have engaged in multiple emails with customer support, but no progress has been made. Their responses have been vague, including:

"I completely understand how frustrating this situation must be for you, and I’m truly sorry for the inconvenience it’s caused. I want you to know that I’ve personally looked into your concern and wish I could resolve it for you right away. Unfortunately, we’re still waiting for approval from our specialized team. There is no time frame, but it should not take more than 24 hours."

Despite this assurance, 24 hours passed with no resolution, no update, and no further response.

Outstanding Issues:

1. Account Access: My KYC was approved five days ago, yet I am still unable to log in due to an unexplained "Take A Break" mode.

2. Withheld Funds: My balance of $49,997.56 NZD remains inaccessible, and the casino has not provided a timeline for withdrawal.

3. Lack of Communication: Support has only provided generic responses with no concrete action or resolution.

Requested Resolution:

• If my account is restricted, I request a full withdrawal of my balance to a BTC wallet and the closure of my account.

• If my account is not restricted, I request immediate access restoration so I can withdraw my funds myself.

• A formal explanation as to why my account remains locked despite KYC approval.

I appreciate your time in reviewing my complaint and look forward to your assistance in resolving this matter.

Best regards,

Andrew2406

Dear andrew2406,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation, I would like to ask a few clarifying questions.

• Could you please specify the exact date when your account was locked? What reason did the casino provide for locking your account last year?
• Can you confirm whether you accessed your casino account between October 16 and March 26?
• Did you activate the "Take A Break" mode on March 18?
• Have you received any specific communication from Spinbet.com regarding the activation of the "Take A Break" mode?
• When did you submit your documents for KYC verification?
• Have you taken any specific steps to resolve the "Take A Break" mode issue with customer support?

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

Best regards

Veronika

Dear Veronika,

Thank you for looking into this matter. Below are the answers to your questions, along with a summary of my experience with Spinbet.com.

Timeline of Events:

• October 16, 2024: I attempted my first withdrawal.

• October 18, 2024: My verification was denied, likely because I uploaded my UK passport instead of my New Zealand one. (I have multi-citizenship because of my parents but I live in New Zealand.)

• Following the rejection, my account was suspended, preventing me from logging in.

• March 26, 2025: I attempted to verify my account again. Since I was suspended, I couldn’t upload documents via the website as instructed by support. Instead, I submitted my New Zealand passport and a utility bill via email.

• Shortly after, I received a confirmation email from support stating:

"Yes, your address and ID are approved."

• After receiving this approval, I attempted to log in and was met with a message stating that ‘Take A Break’ mode was active:

Start time: March 18, 2025, 14:50

End time: Invalid Date

• The date coincides with when my verification was initially rejected.

Response from Support:

Since then, I have contacted support multiple times, only to receive generic, unhelpful responses that go in circles. Some examples include:

"In this, I will escalate this to our team to check if we can reopen the account now. Once I heard back from the team I will send you an email."

"There is no time frame, but it should not more than 24 hours. If you have any questions or require assistance, please don't hesitate to contact our friendly support team. We're always happy to help!"

"I understand the urgency, no worries we will do our very best to speed things up. If you have any questions or require assistance, please don't hesitate to contact our friendly support team. We're always happy to help!"

"I apologize for the delay, but after reviewing your escalated issue, I regret to inform you that there is no update available at this time. However, please know that our team is diligently working to resolve the issue. Thank you for your patience and understanding. If you have any questions or require assistance, please don't hesitate to contact our friendly support team. We're always happy to help!"

"Thanks for reaching out to us. I understand you on this. As much as I would love to fix this for you right now, I would. However, my hands are tied on this matter as our team whose conducting this matter. But no worries, I already made a follow up report and take note that you've been chasing this matter for a long time now to speed up the process. Kindly wait for the email from our team with regards to your issue."

"I apologize for the frustration you are experiencing. I understand your concerns, and I want to assure you that our team is still actively working on your case. Unfortunately, we are currently awaiting an update from our finance department in order to proceed."

"I completely understand your frustration with this matter. If I were in your shoes, I would feel the same way. However, please don't worry, I will closely monitor the situation and keep you updated as soon as I hear back from them. If there is anything else I can assist you with, please do not hesitate to reach out."

"Sorry for the confusion as I have thoroughly reviewed your issue once again and have followed up accordingly. Our finance team is still working on resolving it. However, at this moment, there are no updates to provide. We appreciate your patience and will keep you informed as soon as there is progress."

"Our team is still conducting a thorough review, and while we can’t share specific details just yet, please know we’re working diligently to resolve this as quickly as possible. We’ll update you personally as soon as we have more information. If you have any questions or need further assistance in the future, please don't hesitate to reach out to us."

"The details of the investigation have not been disclosed, but we kindly ask for their patience during this process.

If you have any questions or need further assistance in the future, please don't hesitate to reach out to us."

It has now been five days since my KYC was approved, yet my account remains inaccessible, and I am unable to withdraw my NZD $49,997.56.

My Questions:

1. Why is my account still locked under ‘Take A Break’ mode when my suspension was lifted?

2. What "investigation" is being conducted, and why was I not informed of any issue when my KYC was approved?

3. If my account cannot be restored immediately, why can’t I simply withdraw my full balance to a BTC wallet and close my account?

This situation is unacceptable. I submitted everything required, completed verification, and yet, I am still locked out with no reasonable explanation. I appreciate your help in pushing for a real resolution rather than just another vague support response.

Best regards,

Andrew

Thank you very much, andrew2406, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) 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.

Dear andrew2406,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the SpinBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear SpinBet Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the blocking of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi andrew2406,

My name is Maksym, i represent Spinbet Casino, nice to meet you!

Im here to help you with this question. Right now i sent this case to our Complaints team for a detailed situation check. Our support team must also contacted you in near future to get any additional details.

Thank you Casino Guru Compaints Team to provide all this details to us, but i must ask you to add 1 week to our resolving time to be sure of the quality of our work and to study all the details

Best Regards,

Spinbet Team

Such a disappointing response - they have sent me so many firm emails saying my case is closed and now they don’t answer me.

they are trying to drag this out and not pay. Please don’t give them more time.

Hi Kubo

I received an explanation from my team on this issue

Andrew2406 signed up with us with an Australian address and chose New Zealand as the country.

Once we received his POA from Australia we closed his account due to him not being allowed to play with us from New Zealand.

Customer was also using a VPN to log in a play on our site.

From our perspective player broke terms and conditions since he signed up from a country he was not allowed to register with.

In march a full 6 months later he attempted to very again. There was a miscommunication between agents and we accidentally re opened the account as he sent in New Zealand docs this time. We closed the account when we realized this mistake as the account should have never been reopened in the first place.

We consider this matter closed since verification should have been done in October and not now. In addition when signing up it is up to the customer to ensure that all the information they are entering is correct.

Best Regards,

Spinbet Team

You cannot take my money for incorrectly entering an address.

I was in New Zealand. I won from New Zealand.

The documents were valid then and are valid now, as you have admitted.

You closed the account because I won.

Hello andrew2406,

Thank you for your message. We would like to clarify that your statement is not entirely accurate in this case. Our decision was based not only on the incorrect address provided, but also on the fact that we always process payouts to players, regardless of the amount, provided the player complies with the terms and conditions of our website.

When registering, you explicitly confirmed twice that you had read and accepted the terms and conditions of our website.

However, you have violated several important sections of these terms:

3.1 The Casino accepts players only from those countries and regions where online gambling is not prohibited by law. It is the player’s sole responsibility to verify the gambling laws and regulations of their jurisdiction before placing bets on the website.

3.3 It is entirely and solely your responsibility to ensure that your participation in the games does not breach any applicable laws. Depositing real funds and playing for real money is subject to the laws of your country, and it is your sole responsibility to adhere to these regulations.

3.5 Players from the following countries and their territories ("Restricted Countries") are not allowed to deposit or play real money games: Albania, Angola, Aruba, Australia, Barbados, Belgium, and others.

9.1 Each player is allowed to create only one (1) personal account.

9.2 Creating multiple accounts may result, at the sole discretion of the Casino, in the termination of all such accounts and cancellation of any payouts. The player must not provide access to their account or allow any third party, including minors, to use the website. Any returns, winnings, or bonuses gained through a duplicate account will be reclaimed by us, and players are required to return any funds withdrawn from such accounts.

9.7 We prohibit the use of Virtual Private Networks (VPNs) to mask your location and/or identity. Any returns, winnings, or bonuses gained by masking your location or identity will be reclaimed by us, and players must return any such funds withdrawn.

These sections clearly outline that using a VPN, accessing the site from restricted countries, and creating multiple accounts are all strictly prohibited. When registering a second account, you did not contact customer support to close your previous account and address the migration issue to New Zealand.

For more detailed information on our rules and policies, you can review them here: Terms & Conditions.

There is no half-truth in this case from our side. We are solely guided by the rules of our website, which are strictly enforced, as confirmed by various reputable resources, including Casino Guru.

Best regards,

Spinbet Team

What duplicate account? Please list the account name and associated email address. This is spurious.

i am allowed to gamble as a NZ citizen.

Why did you ask me to KYC if you did not think this was the case?

Is your argument that no one who has an Australian passport, but it a New Zealand citizen, can gamble on your site, EVEN FROM NEW ZEALAND?

You are grasping at straws here, it is theft.

VPNs are used by everyone around the world now - it is unsafe not to use them. I was in New Zealand. I am a New Zealand citizen.

Casino Guru - I note your response to another recent complaint:

"Dear estarkey0421,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. However, if the player personally chose to make deposits and lost, we believe they are not eligible for any refunds because they could lose their deposits in the same manner at any other casino.

Therefore, I would like to emphasize that we investigate further and help only those players whose funds or winnings have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here, but correct me if I am wrong, please.

Please, if there is anything else we could help you with, do not hesitate to contact us, otherwise, we will reject this complaint. Thank you for understanding.

Best regards,

Kristina"

Can we please wrap this up? I didn't break any rules, this casino is a scam.

Dear andrew2406 and SpinBet Casino,

Thank you both for providing comprehensive information regarding this matter. Given its complexity, I will need some additional time to thoroughly review all the details and formulate Casino Guru's official stance.

As a general principle, we do not consider VPN usage a valid reason for the confiscation of a player's winnings, unless it is used to bypass the casino’s geographical restrictions or to exploit country-specific bonuses unfairly. Based on the information provided so far (particularly the references to Australian IP addresses) it appears the situation may be quite the opposite. It seems the player may have accessed the casino via a VPN routed through a restricted country.

However, if geo-blocking is indeed in place, and the site should be inaccessible from Australia, I’m unclear as to how this access was technically possible.

Dear SpinBet Casino,

I would appreciate your clarification on this point, along with any supporting evidence, such as login logs showing corresponding IP addresses. You are welcome to send this information directly to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Kubo, i sent you additional details by email 05.05 , check it please

Best regards,

Spinbet Team

Am i able to have access to these emails please?

Dear andrew2406,

Regarding the most recent email I received from the casino, it appears to be the same message that was sent to you - so there’s no new information you’re not already aware of. The message outlines the casino’s explanation and justification for their actions.

I have carefully reviewed their points and have already contacted the casino representative with some follow-up questions. I’m currently awaiting their response and will keep you updated with any developments as soon as I receive them.

Thank you for your continued patience.

Dear SpinBet Casino,

I’ve sent you an email regarding this matter and am currently awaiting your response. Please get back to me at your earliest convenience.

Thank you.

Could i have a copy of the follow up questions please

i also want to stress that since this is coming to a close and spinbet have no argument - could i please have my money paid out in the bitcoin it was deposited in.

i put the fiat value on this forum for ease of an estimate but i will of course be wanting the full bitcoin value and interest.

thanks!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Kubo

Our team send you email 7 days ago and again today

Would it possible to check please?

Best regards,

Spinbet Team

Hello andrew2406,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for the update guys! Do we know when kubo returns?

keen to get this wrapped up as they have no new evidence and they’re just delaying it now

Dear andrew2406,

First of all, I apologize for the delay in responding - this was due to a recent period of sick leave.

Following a thorough review of your complaint, we have reached a conclusion. Unfortunately, we are unable to uphold the investigation in this case.

From our perspective, it is the responsibility of the player to provide accurate and truthful personal information during registration. Based on the information available, it appears you registered using an Australian address, despite being aware that you were required to provide your actual country of residence. When you discovered that Australia was not listed among the available countries, you selected New Zealand instead.

The casino’s access records confirm that the account was accessed from Australia. While I have carefully considered your explanation regarding AWS routing potentially affecting the IP records, such claims remain unverifiable from our side. Furthermore, you submitted a proof of address for an Australian residence, which led to the closure of your account, as Australia is listed among the restricted jurisdictions.

Approximately five months later, you returned with a new proof of address - this time for a New Zealand property. This raised further concerns regarding the overall consistency and legitimacy of the information provided throughout your registration and use of the platform.

Please know that I made every effort to argue against the casino’s decision, particularly emphasizing that the use of a VPN alone should not automatically justify the blocking of an account or the confiscation of winnings. However, in this case, the number of inconsistencies and unanswered questions surrounding your registration and account activity made it impossible to justify overturning the outcome.

For these reasons, I must respectfully reject your complaint as unjustified.

I understand this is not the resolution you were hoping for, and I sincerely regret that I couldn’t offer a more favorable outcome. Should you experience issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center - we remain at your disposal and are always here to help.

Best Regards,

Kubo