SpinBetter Casino - Pelaajan kotiutus viivästyy asiakirjan hylkäämisen vuoksi.

Hello,

I won €3,500 on August 5, 2025, at SpinBetter Casino. After requesting the withdrawal, the casino asked for identity verification. I submitted all documents, including:

ID card

Proof of address

Payment method used

Bank statement (from August 1 to August

6) issued directly at my bank

They are rejecting my documents, especially the bank statement, claiming it is "not original", even though it was obtained at the bank with official stamp.

I have deposited and withdrawn before without problems. Now, after a big win, they are delaying payment unfairly.

I am in financial need and ask for your help to get my legitimate winnings.

Thank you.

Hello,

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

Please understand that KYC is a very important and essential process during which the casino ensures that funds are sent to the rightful owner. Since they don’t have the possibility to physically verify players’ identities and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and the process may take several working days to complete thoroughly.

• Could you please confirm whether any of the documents you have sent to the casino so far have been approved?
• Have you followed the casino support’s advice and provided the photos uncompressed and in the correct format?
• Have you submitted your bank statement in PDF format or as a photograph of the physical document, with all your personal information clearly visible?

Please forward me the most recent documents you sent to the casino for verification at veronika.f@casino.guru.

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hi Veronica

email to your email veronika.f@casino.guru where I explain everything and show all the proofs where they don't want to accept my bank statement claiming that it is false and I went to the counter of my bank to do it.

Olá Verónica enviei um

email para o seu email veronika.f@casino.guru onde explico tudo e mostro todas as provas onde eles não querem aceitar meu extrato bancário alegando dizer que é falso sendo que fui ao balcão do meu banco fazer

Thank you for your email. Kindly forward to me the documents you submitted to the casino for verification, particularly the rejected bank statement, as well as any other documents that are still pending verification.

Hello, I will be sending all the documents to your email where I sent them all the data they asked for including the bank statement to your email, where they claim to say that it is not original, the rest of the documents I think everything has been validated but this statement is missing to really validate the casino account but they say it is not original, I just don't understand what they want because this statement was from the counter of my bank

Olá vou estar enviando todos os documentos para seu email onde enviei para eles todos os dados que me pediram inclusive o extrato bancário para o seu email, onde alegam dizer que não é original, ao resto dos documentos acho que foi tudo validado mas falta esse extrato para validarem mesmo a conta do casino mas dizem que não é original, simplesmente não percebo oque eles querem pois esse extrato foi do balcão do meu banco

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite SpinBetter Casino representative to join this conversation.

Dear SpinBetter Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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,

Following an additional audit, we have confirmed that your account was used with payment details not belonging to the account holder and/or by third parties. This is a serious breach of our Terms & Conditions—account sharing and third-party payments are strictly prohibited.

Accordingly, the account will remain blocked. This decision is final and will not be reversed.

We do not disclose case materials publicly. If necessary, we can provide supporting evidence to the forum administration or competent authorities upon their official request.

Regards,

Spinbetter Team

Firstly, I haven't shared my account with anyone, I'm the only one who uses it. Secondly, when it comes to depositing/withdrawing, I always use another account, in my son's case, and I've always withdrawn money from the casino now that I've won more.

Primeiro não partilhei minha conta para ninguém sou a única que usa segundo quando é para depositar/levantar uso sempre outra conta no caso do meu filho e sempre levantei dinheiro do casino agora que ganhei mais bloquearam isso é porque vocês não querem dar o dinheiro ganho e terceiro eu não sabia desses termos

Dear player,

Could you please confirm, if I understand it correctly, that you used your son's payment method to deposit or withdraw from this casino?

Thank you.

Yes I used it because my account had problems at the time so I used my son's account but I sent my son's ID card and everything they asked me for to the casino if this is against the rules I really apologize because I didn't know about these terms spinbetter never complained or warned me I always made withdrawals of little money without problems now that I had won a high amount they block the account it's ridiculous I deposited so much money in the casino to win that amount and they block my account

Sim usei porque minha conta tinha problemas na altura então usei a do meu filho mas eu mandei para o casino o cartão de cidadão do meu filho e tudo oque me pediram se isso é contra as regras eu realmente peço desculpa pois eu não sabia desses termos a spinbetter nunca reclamou nem avisou sempre fiz levantamentos de pouco dinheiro sem problemas agora que tinha ganhado um valor alto eles bloqueiam a conta é ridículo depositei tanto dinheiro no casino para ganhar esse valor e bloqueiam me a conta

Hello,

Following our review of your high-value withdrawal request, we conducted enhanced KYC checks. The review confirmed the use of third-party payment details (your son’s) on your account. Using any payment instruments not registered to the account holder is a material breach of our Terms & Conditions and KYC/Payments policy, regardless of family relationship.

Accordingly, your SpinBetter account has been blocked and will remain blocked. We are not obliged to issue separate warnings beyond the rules published on our website.

For questions about a refund of deposits made within a specific period prior to the win, please email claims@spinbetter.com

from your registered address and include your player ID, dates, amounts, and the payment method used.

Regards,

SpinBetter Team

Dear player,

Spinbetter Casino's Terms and Conditions contain the following rule:

IMPORTANT: Withdrawals to third-party payment accounts are strictly prohibited. All payment instruments must be registered in the name of the account holder.

 According to our Fair Gambling Codex for Players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can often be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you wish to enjoy online gambling in the future without issues, I would recommend you use your payment method in your name exclusively, such as your bank account.

Thank you very much in advance for your understanding.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Mirka