SpinBetter Casino - Pelaajan kotiutus on viivästynyt ja hylätty.

Hello,

I would like to file a complaint regarding SpinBetter because I am currently unable to withdraw my legitimate winnings, despite following the instructions provided by their customer support.

I deposited €40 via Neteller and won approximately €200.

I had used Neteller with SpinBetter before and had successfully made both deposits and withdrawals through Neteller without any problems.

However, when I tried to withdraw my winnings this time, Neteller was no longer available as a withdrawal method.

I contacted SpinBetter customer support and asked how I was supposed to withdraw my money.

Their support instructed me to use another payment method: make a deposit with it, complete the required wagering, verify the new payment method, and then request a withdrawal.

I followed their instructions exactly.

The only suitable alternative available to me was cryptocurrency, so I made a €5 crypto deposit, completed the required wagering and verified the payment method.

After doing everything they asked, I tried to withdraw.

My withdrawal was rejected with the following reason:

"Withdrawals are only possible using the same details that were used to make a deposit. If you deposit money via different payment methods, you should withdraw money in proportion to the amount you have deposited via each payment method."

I then tried withdrawing only €30, and even this withdrawal was rejected for the same reason.

This creates an impossible situation.

The majority of my deposits were made via Neteller, but Neteller is no longer available for withdrawals. At the same time, SpinBetter does not allow me to withdraw my balance via cryptocurrency because their system requires withdrawals to be proportional to deposits made through each payment method.

I repeatedly explained this contradiction to customer support and repeatedly asked one very simple question:

How can I withdraw my current balance?

Instead of providing a practical solution, support kept repeating the same proportional withdrawal policy.

At one point, after I continued asking how I was supposed to withdraw my funds, a support agent even threatened to block me from Live Chat for "spamming."

Later, another support agent suggested that I should deposit more money using the alternative payment method.

I had already made an additional deposit specifically because their support instructed me to do so. I am obviously not willing to continue depositing more and more money simply to gain access to funds that are already in my account.

I then escalated the matter further.

SpinBetter has now confirmed to me in writing that:

"technical work is currently underway, which is temporarily affecting the use of this payment method."

Therefore, the casino itself has confirmed that Neteller is unavailable because of a technical issue.

Despite this, their proposed solution is still to use an alternative payment method.

But I have already done exactly that, following their instructions, and their own proportional withdrawal system now prevents me from withdrawing through that alternative method.

So the situation is currently:

• I deposited €40 via Neteller.
• I won approximately €200.
• Neteller became unavailable for withdrawals due to technical work confirmed by SpinBetter.
• SpinBetter instructed me to deposit using another payment method.
• I deposited €5 via cryptocurrency and completed the required wagering.
• My withdrawal was then rejected because of their proportional withdrawal rule.
• I cannot even withdraw €30.

Support suggested that I make yet another deposit.

When I repeatedly asked how I could withdraw my money, I was threatened with being blocked from Live Chat.

SpinBetter still has not provided a practical method for withdrawing my current balance.

I am not refusing verification, wagering requirements, or reasonable AML procedures. I have followed the casino's instructions.

The problem is that those instructions have not provided me with any way to actually withdraw my funds.

I have also contacted SpinBetter's payment department and have escalated the matter to their licensing authority.

I would therefore appreciate Casino Guru's assistance in asking SpinBetter one simple question:

How can I withdraw my full existing balance without making any further deposits?

I believe it is unreasonable to require a player to continue depositing additional money because the casino's original withdrawal method is temporarily unavailable and its own system prevents withdrawal through the alternative method that its support instructed the player to use.

I can provide the complete chat history, withdrawal rejection messages, emails from SpinBetter confirming the Neteller technical issue, and any other evidence required.

Thank you.

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 this complaint. I'm sorry to hear about your negative experience with SpinBetter Casino. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. Could you please advise if you have been informed about any alternative method to withdraw your winnings? Could you kindly confirm if you passed the full KYC verification? 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,

Attila