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I would like to submit a complaint regarding a withdrawal issue of €600 from my account at SpinBetter.

I was able to deposit and play without any issues. However, when I attempted to withdraw my funds, I was required to complete identity verification via their third-party provider, Sumsub.

The problem is that the verification system does not accept my valid identification documents:

My Brazilian passport is valid, but it is being rejected

My Portuguese residence permit is also valid, but it is being rejected due to a requirement of having at least 3 months validity remaining

This requirement is particularly problematic due to known administrative delays in Portugal regarding residence permit renewals, which makes it impossible for many residents to meet such condition, despite the document still being legally valid.

I attempted the verification process multiple times without success.

I then contacted the support team and followed all their instructions:

I contacted the security department

I submitted my documents via email

I provided all requested information

Despite my cooperation, I received contradictory responses:

I was initially instructed to submit documents

Later, I was told that my account does not require documentation

However, I am still unable to withdraw my funds due to failed verification

This creates a situation where:

Verification is required

The system does not accept valid documents

No manual verification or alternative solution is offered

I would like to emphasize that:

I am fully willing to verify my identity

I have provided all requested documentation

The issue appears to be technical and outside of my control

I am kindly requesting:

A manual verification review, OR

An alternative verification method, OR

The processing of my withdrawal

I have attached evidence including:

Account balance (€599.18)

Deposit history

Verification failure messages

Communication with support

I hope this issue can be resolved fairly and promptly.

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 jjkpjm013, 

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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

Hello Atilla,

Thank you for your response and for looking into my case.

Yes, I have fully cooperated with the verification process and submitted all requested documents.

Specifically, I provided:

My valid Brazilian passport (identity document)

My residence permit

Proof of address as requested

However, the verification process through Sumsub repeatedly failed despite these valid documents.

After several attempts, my account was eventually marked as "verified" in the system.

Despite this, I am still unable to withdraw my funds.

When I try to withdraw, I am redirected to the verification page, which already shows as completed, and I cannot proceed further.

Additionally, support has not been able to resolve the issue and only provided repetitive responses, without offering any real solution.

At this stage, I believe the issue is not related to missing documents, but rather a technical or internal problem on the casino’s side that is preventing the withdrawal.

I am fully willing to cooperate further if needed, but I kindly ask for your assistance in resolving this situation.

Thank you very much.

UPDATE:

I would like to provide a further update regarding my case.

I have now received an official response from the casino’s support team (via email), confirming that my account has been successfully verified by their specialists and that I should be able to withdraw my funds.

However, despite this confirmation, I am still unable to proceed with the withdrawal.

When attempting to withdraw using any available method, I am continuously redirected to the verification page, which already shows as "verification completed". This creates a loop that prevents me from accessing my funds.

Additionally, I have contacted live chat support again. During this interaction, I was given contradictory information, as the agent insisted that I still need to complete verification, including references to submitting documents. This directly contradicts the previous confirmation I received by email.

At this point:

My account is verified

The issue is not related to missing documents

The withdrawal remains blocked

I have also followed all troubleshooting steps suggested by the casino, including clearing cache, using different browsers (Chrome and Safari), incognito mode, and even a different device. The issue persists.

I have now escalated the matter via email to the support team as instructed.

I believe this is a technical or internal issue on the casino’s side, and I kindly request your assistance in proceeding with this case.

Thank you.

Hello,

I would like to confirm that the issue has now been resolved and I have received my withdrawal of €599.18.

Thank you for your assistance and for following up on my case.

Best regards, 

[Redacted]

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear jjkpjm013,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila