SpinBetter Casino - Pelaajan kotiutus viivästyy asiakirjojen varmennusongelmien vuoksi.

Hello,

They are asking me to verify documents before withdrawing which was not a problem for me. I sent them everything 3-4 days ago and everything seemed fine. However they started sending weird emails today when they asked for something new, I kept sending them the documents requested (bank statements and utility bills) and for some reason they said they were not originals. I think I sent them more than 10 to 20 different documents, which is absurd. I asked them why and they just said "please pay attention to the security department requirements" and some other weird vague answers.

Obviously all the documents I sent were originals so I don't understand the issue here.

I uploaded the whole email thread for you to review and you can see I've been as proactive as possible to do things right. They even ended with the last email saying "all further messages from you will be ignored".

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.

Dear Pajarito,

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 makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly

• Have you provided the casino with the original emails where the documents you mentioned were sent to you? With what result?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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,

Tomas

Dear Tomas,

Thank you for bringing this matter to our attention.

We take this complaint seriously and have already escalated the case to our Security Department for a more detailed review. Our specialists are currently conducting an additional investigation into the verification process and the documents submitted by the player to determine the reason for the repeated verification requests.

As soon as we receive the results of the Security Department's investigation, we will provide an update and clarify the reasons behind the verification requirements.

We appreciate your patience while this review is in progress.

Kind regards,

SpinBetter Team

Hello,

As you can see in the whole email thread that I uploaded, I offered to send them the email where the company sent me the utility bill. However they didn't give me an answer as you can see in their response.

Regarding the other questions, I want to clarify I just filled the "disputed amount" field in the complaint because it was mandatory, but as far as I know the casino is not disputing my winnings. They are just giving me trouble with the KYC for no apparent reason.

Most importantly, I just got communication from them 20 minutes ago asking me for my driving license. I sent them the pictures and I'm waiting for a response. Maybe they finally figured it out. I'll let you know if there is a new development.

I'm going to make un update on the thread because even though apparently nothing changed, the situation is getting very weird. I'm going to leave a couple of screenshots below where you can see all my conversations with security team since last time I posted, when they asked me for my driving license and told me to wait for an answer.

As you can see in the conversations on Thursday they asked me for a photo of my national ID, which is the third form of ID they have asked for (previously passport and driving license). I sent it and they asked for a different angle and background. After a different angle they asked for a video moving the angles. The video was not good for a reason they didn't specify, so I had to make a second one. The second one was not good either , and it was only when I mentioned I was going to upload this thread that the document was accepted and "sent to specialists".

Today, they just asked me for a selfie with a piece of paper witht today's date and a code written on it. Like I have always said, I have no problem providing the documents necessary for verification so I'm going to send it to them, but at this point it's very difficult to believe that this is a standard procedure. Just to recapitulate, since the beginning of the process I have been asked for:

1. Passport
2. Passport on another angle
3. Selfie with passport and their website opened on the back
4. Driving license
5. National ID
6. National ID on a different background and angle
7. Video of National ID moving angles
8. Selfie with date and code

No problem on verifying my identity, but everyone that has ever played in a casino knows that this is not the standard. And you definetly don't need 3 IDs to verify a person identity.

At least for now the casino is only verifying the account and not disputing the money earned. But I assume at this point they are just looking for an excuse to confiscate my money. I certainly hope that doesn't happen, but given how strange their answer are, it's difficult to think otherwise.

That's all for now, I'll keep the thread updated with any developments.

Dear Pajarito,

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, Mirka (miroslava.d@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

Dear Pajarito,

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? Please also include supporting evidence.

Thank you in advance.

Dear Mirka and Casino Guru Team,

Thank you for your inquiry.

We would like to clarify the current status of the player’s account.

The player is currently undergoing an enhanced verification (additional KYC/AML review) as part of our standard security and compliance procedures. Due to the nature of the verification process, a detailed review of the submitted documents has been initiated by our Security Department.

Please note that during enhanced verification, it is standard procedure that additional or repeated document requests may occur in order to ensure full compliance with regulatory requirements and to properly validate the account ownership.

At this stage, the player’s case is currently under active review.

A 72-hour internal assessment period is currently in progress, during which all submitted documents, images, and verification materials are being carefully evaluated by our Security team.

After completion of this review, the player will receive one of the following outcomes:

confirmation that verification has been successfully completed, or

a request for additional documentation if required for compliance purposes.

We would like to emphasize that the verification process is still ongoing and no final decision has been made at this stage.

We kindly ask for patience while the Security Department finalizes its review.

We remain available for any further clarification if required.

Kind regards,

SpinBetter Security & Compliance Team

In another weird turn of events, I just received this email:

I never asked to change my email address, and I've always used the same address on their website, which is confirmed and it's the same I use to talk with them.

It's no coincidence that this comes precisely a couple of hours before the 72-hour deadline they talked about on their last post expires. I don't even know what they are trying to accomplish with this message. They keep saying this is a "standard process", but it's quite obvious it just isn't.

Edit: I add this 15 minutes later because I just got an answer from them. Apparently, the email was sent by mistake. Even if it was a mistake, which I don't think it was, it just shows how unserious this process is.

Edit 2.0: after a few minutes they sent a new request. Turns out they now want a screenshot of my phone app, where I confirm I'm the owner of the phone number. I'm not going to post the email this time because it includes my phone number. But I can blur it and upload it if it is needed.

Again, they are just going to say this is a normal verification process, but his is my 60th email exchange with them, it's ridiculous.

Dear Pajarito,

Have you received update in your verification process?

Hello,

After sending them the new requested document they said what they always say: "your request was sent to specialists" and I haven't heard from them. Once again they are going to wait for the 72 hour window. It expires tomorrow so I assume tomorrow I'll receive a new request from them. As you can see they just keep delaying the process over and over. If you ask them probably they are just going to repeat what they said on their last post here.

And exactly like I predicted, just before the 72-hour window expires, here they come again with a new request. This time a crazy one in my opinion. After all I have provided previously, they ask me for my birth certificate. There is no justification to ask for such document and I feel like it's risky for me to share such personal documents with them. Here is the screenshot of the message and my answer.

Unless you tell me something different I think at this point it is smarter and safer for me to ask for help either through you guys or even legal help if it reaches that point, instead of allowing them to continue this non-sense.

Edit: a little bit after my answer they replied back. I just repeated what I already said, I prefer to wait for the CasinoGuru team opinion on the matter.

Also, if they needed this document why didn't they need it 3 weeks ago, or last week? On Wednesday they asked me for a phone ownership proof, how is it possible that the follow-up to that is a birth certificate? If they have concerns about my phone ownership, you should continue asking for related documents no?

I think I have provided all the context neccesary over the course of these days. I would appreciate if you guys could try to mediate here or at the very least try to ask them for an explanation.

Thanks in advance,

David

Dear SpinBetter Casino,

Can you please clarify, why photo of a birth certificate is requested, since it is not very usual request during KYC process?

Dear Mirka,

Thank you for your follow-up question.

We understand your concern regarding the request for the player's birth certificate.

To ensure we provide you with accurate and complete information, we have already requested a detailed clarification from our Security Department regarding the reasons for this specific document request in the context of the player's enhanced verification process.

As we do not wish to provide incomplete or inaccurate information, we kindly ask for a little more time while we await their official response.

Once we receive the explanation from the Security Department, we will immediately share it with you in this complaint thread.

Thank you for your patience and understanding.

Kind regards,

SpinBetter Team

Dear Mirka,

Thank you for your patience.

We have received an update from our Security Department regarding this case.

At the moment, the player's account remains under review as additional verification of the player's winnings is being carried out with the game provider. This verification requires additional time before a final decision can be made.

Once the provider's verification is completed and we receive the final confirmation, the player will be informed of the outcome without unnecessary delay.

We appreciate your understanding and will provide further updates as soon as new information becomes available.

Kind regards,

SpinBetter Team

They are really exposing themselves here. They didn't answer the need for a birth certificate. Actually they completely ignored it. All of the sudden the come up with "we are checking the winnings with the provider". Remember this was a KYC process and they never ever mentioned a verification of the winnings.

Turns out I just received an email stating this:

3 days ago they needed my birth certificate. Yesterday they said they were reviewing my winnings. And well, I guess it was a quick review, in less than 24 hours they reviewed that my winnings are due to a technical failure and confiscated 34000€ of my balance without any explanation at all. They left me with only my initial deposit (about 1500€).

This is a complete joke, there was no technical failure I won the money playing fair. This is completely illegal and unjustified.

This is their answer, just a copy pasted message not even answering me.

This is obviously a scam casino, I would appreciate if the CasinoGuru team could help me at least try to recover my winnings, although my hopes are not very high given the circumstances.

Dear SpinBetter Casino,

Can you please clarify, if there have been any issues with the previously submitted documents? Feel free to answer here or to miroslava.d@casino.guru, and include supporting evidence and reason for needed copy of birth certificate.

Thank you.

Dear Mirka,

Thank you for your message.

We would like to clarify that the player has successfully completed full verification and KYC procedures. The account is currently verified and no issues remain regarding identity confirmation.

However, after a detailed internal review, we would like to inform that the player’s balance was adjusted due to a technical issue identified in the game Apollo Multiboost by Apollo Games provider. As a result of this malfunction, incorrectly generated winnings were credited to the player’s account.

The provider has issued an official incident report confirming the technical error. This report is available for submission to regulatory bodies, Casino Guru administration, and other dispute resolution services as supporting evidence. However, due to confidentiality restrictions, the full provider report is not shared directly with players.

We confirm that the adjustment was made strictly in accordance with the provider’s technical findings and our internal security procedures.

If required, we are prepared to provide all supporting documentation directly to Casino Guru administration for review and verification of the case.

Kind regards,

SpinBetter Team

They just keep ignoring your questions about the birth certificate. And now it turns out I have magically surpassed all KYC procedures, even though 3 days ago they needed my birth certificate and I never sent it to them. Not to mention the weird email last week asking for a selfie confirming my email address change (it was an innocent mistake apparently).

Now they come up with this excuse to confiscate my winnings. And of course they have a report but it's confidential so thay can't share it. Now they just come up with a false explanation but they avoid doing it publicly. I have downloaded my full gaming history on the site and I am ready to share it if you need it. By the way, that's not the only game where I played and had winnings, so their excuse is already pretty absurd.

Honestly it is a shame that this casino is allowed to operate using this tactics.

Dear Spinbetter Casino,

Please send me the mentioned evidence to miroslava.d@casino.guru.

Thank you.

Dear Mirka,

Thank you for your message.

As requested, we have sent all relevant supporting documentation directly to the email address you specified for your review.

Should you require any additional information or clarification after reviewing the documents, we will be happy to assist further.

Kind regards,

SpinBetter Team

Dear SpinBetter Casino,

Thank you for the document provided. Please send me player's full game log (game history) in Excel format as downloaded from the system, with all available data visible including game round ID's.

Thank you.

Dear Guru,

I would like to inform you that I have already submitted a request to the Security Department to obtain all the required information in full.

Could you please advise to which email address we should send the materials once they are received?

Kind regards,

SpinBetter Team

Dear SpinBetter Casino,

Feel free to send the supporting evidence to miroslava.d@casino.guru.

Thank you.

Dear Casino Guru Team,

Dear Player,

Thank you for your message.

We would like to provide a final clarification regarding this case.

Following the completion of the KYC verification procedure, the player’s account was additionally subject to an internal technical and risk assessment as part of standard security and compliance processes.

During this review, an official game provider report identified a technical malfunction in the game Apollo Multiboost (Apollo Games), which resulted in incorrectly generated winnings being credited to the player’s account in certain gaming sessions.

Based on the official provider report confirming the technical issue, a balance adjustment was carried out in accordance with the platform’s terms and game rules.

We would like to emphasize that:

the player’s account was successfully verified (KYC completed)

the adjustment is not related to identity verification or document issues

the decision is based solely on the provider’s technical report and internal game integrity review

All requested data and supporting information have been fully compiled and are being sent to the relevant department, and additionally forwarded to the Casino Guru email address for your review.

Kind regards,

SpinBetter Team

I started the communications with them the 21st of june and it was all about a verification of my profile. At no point they mentioned anything about this malfunction and now they claim that all my balance (35,000€), except the deposits, is confiscated because in certain gaming sessions I received incorrectly generated winnings, which is blatantly false and I have the gaming sessions to prove that there was no error at all and the game worked as it should every session I played.

Not to mention that they are confiscating all my balance when I have winnings in different slots that they don't mention like "Stack 'em". You can search in my gaming history and see that I have a big win in that slot and also in other games apart from the one they mention.

And finally, I just want to point out that still they haven't give and explanation about the birth certificate. They asked for it in order to verify my profile, I of course didn't send it because it was too much and unnecessary, Casino Guru asked for and explanation, which has not been given yet, but still my profile was magically verified despite I never send them the certificate.

Dear SpinBetter Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide the requested evidence at your earliest convenience. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide sufficient evidence in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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.

Dear Casino Guru Team,

Dear Stefan,

Thank you for your message.

We would like to confirm that all requested information and supporting materials related to this case were already sent to the following email address:

📩 miroslava.d@casino.guru

📅 30 July 2026, 11:31

within the timeframe you indicated.

We kindly ask you to confirm receipt of the email and attached materials.

All required data has been provided by the casino in full and within the requested deadline.

Kind regards,

SpinBetter Team

Dear Pajarito,

I am extending the timer, since I need to discuss the issue internally. I will notify you, if there are any updates.

Thank you for your patience.

Dear SpinBetter Casino,

I sent you an email. Please check your inbox.

Thank you.

Dear Mirka,

Thank you for your message.

We confirm that your email has been received, and our team is currently reviewing the information provided in our inbox.

As soon as the relevant department completes the check, we will provide you with an update in this thread.

Kind regards,

SpinBetter Team

Dear SpinBetter Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide clarification and evidence at your earliest convenience. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide sufficient cooperation in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.