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I asked for self-exclusion from this casino but the account remained active for at least two more days, I played again and won some money and when I wanted to make a withdrawal my account was blocked, I contacted the support who suggested I send an email explaining the situation and with photo identification and player number which I did but without getting any result or response. This casino is a scam, I asked for my account to be blocked and they didn't respond to my request, allowing deposits to continue but blocking the account and withdrawals when the player makes a profit.

Pedi a auto exclusao deste casino mas a conta continuou activa por pelo menos mais dois dias , voltei a jogar e ganhei algum dinheiro e quando pretendia fazer um levantamento a minha conta foi bloqueada, contactei a assistência que me sugeriu enviar um email a explicar a situação e com foto da identificação e número de jogador o que fiz mas sem obter qualquer resultado ou resposta. Este casino é uma fraude peço o bloqueio da conta e não atendem ao pedido feito aliás várias vezes permitindo a continuação de depósitos mas bloqueando a conta e levantamentos quando o jogador obtém algum ganho

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Dear jaquim23, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Spinbetter Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you kindly provide clarification regarding the timeline of events? Specifically, when did you submit your self-exclusion request and when did the casino grant your request?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

I asked for self-exclusion two days before the account was blocked, in that time I went back to playing slots and accumulated winnings of 138.40 euros and when I tried to make a withdrawal the account was blocked I contacted support who asked me for the player ID which I sent and was told that there was no record with that data which is strange since they blocked me just when I was going to make a withdrawal they asked for screenshots of communications with support which is impracticable since with the account blocked I cannot log in and access the site. I didn't do any KYC verification, I was just asked for a photo of my personal ID.

Pedi a auto exclusão dois dias antes da conta ser bloqueada,nesse espaço de tempo voltei a jogar nas slots e acumulei ganhos de 138,40 euros e quando tentei fazer um levantamento a conta foi bloqueada contactei o apóio que me pediram o ID de jogador o qual enviei e me foi dito que não havia nenhum registo com aqueles dados o que é estranho visto terem-me bloqueado precisamente quando iria efetuar um levantamento pediram capturas de ecrã das comunicações com o apoio o que é inviável uma vez que com a conta bloqueada não posso fazer login e ter acesso ao site. Não fiz qualquer verificação KYC só me foi pedido a foto da identificação pessoal.

Dear jaquim23, thank you for your response. Could you please provide the exact dates? Additionally, could you please share your communication with the casino? You can send emails or chat transcripts to my email at attila.g@casino.guru.

Thank you in advance for your cooperation.

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

Dear jaquim23,

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