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I was robbed of 170 euros. I have been depositing money into the casino for about 3-4 days without any problems, I also wrote to the support about verifying the phone number. I wrote an e-mail that I want to verify the phone number, no answer and when I wanted to withdraw 170 euros, my account was blocked and I will not see the money anymore, I have to send a confirmation with a stamp that I am not addicted. The support wrote to me that they do not see any blocks on my account, that everything is fine and suddenly when I want to withdraw money, they block my account and someone does not talk to me.

Byl jsem okraden o 170euro. Vkládat jsem cca 3-4 dny penize do casina bez problemu psal jsem si i s podporou o ověření tel.čísla. psal jsem e-mail ze chci overit tel. Číslo, žádná odpověď a když jsem chtěl vybrat 170euro tak mi byl účet zablokovan a penize uz neuvidím musim poslat údajně potvrzení s razítkem ze nejsem závislí. Podpora mi napsala ze na mém účtu nevidí žádné blokace ze je vse v pořádku a najednou když chci vybrat penize tak mi zablokujou účet a někdo se semnou nebaví.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• I noticed that the casino informed you that there might be another account linked to your phone number. Do I understand correctly that you are aware of creating more than one account at this casino?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?

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,

Kristina

Hello, yes the casino informed me about it, but I was not aware that I had more than one account. When the operator wrote to me, I wrote that I did not know about it, and if it was possible to do it somehow to verify the number. The answer was that yes, I should write an email and ask them to merge it so that I could withdraw. They wrote to me that it was no problem, and that they would arrange it. I played slot machines. And I had my email verified, and my phone number was not working for unknown reasons

Dobrý den, ano casino me o tom informovalo, ale nebil jsem si vědom ze mam více účtu. Když mi to operátor napsal, tak jsem napsal ze o tom nevím, a jestli je možné to nějak udělat abych si to číslo ověřil. Odpověď byla ze ano ze mam napsat e-mail, a poprosit je o sloučení, abych mohl vybrat. To mi napsali ze to není žádný problém, a ze to zařídí. Hrál jsem automaty. A nechával jsem si ověřit e-mail, a telefoni cislo mi nešlo z z neznámých důvodů

Thank you for your reply, janzimmel98. Could you please advise whether you've provided any documents to verify your identity?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post screenshots here. Thank you in advance.

Dear janzimmel98,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

So does this mean you refused to help me with my case? So I won't get my money??

Tak ze to znamena ze jste me odmítl pomoc s mim případem? Tak ze sve penize nedostanu??

Hello janzimmel98,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear janzimmel98,

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, Matej (matej.l@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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello janzimmel98, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of SpinBetter Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the account block and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear janzimmel98,

Thank you for the information provided. We understand your concerns regarding your account being blocked and not being able to withdraw funds.

We would like to emphasize that SpinBetter operates in strict accordance with the platform rules and internal KYC/AML procedures. Account blocking may occur in the event of possible rule violations, the need to verify identity or confirm the safety of funds. This is a standard procedure to protect all players and their balances.

In order for us to thoroughly investigate your case and expedite its resolution, please send all correspondence with our customer support, supporting documents, and your game ID to claims@spinbetter.com

After receiving this information, we will conduct a detailed account review and provide an official explanation of your situation.

Please refrain from publishing personal data in public messages and wait for an official response after analyzing the materials provided.

Best regards,

SpinBetter Support Team

Vážený janzimmel98,

Děkujeme za poskytnuté informace. Rozumíme vašim obavám ohledně zablokování účtu a nemožnosti vybrat prostředky.

Chceme zdůraznit, že SpinBetter jedná v přísném souladu s pravidly platformy a interními KYC/AML postupy. Blokace účtu může nastat v případě zjištění možného porušení pravidel, potřeby ověření identity nebo potvrzení bezpečnosti prostředků. Jedná se o standardní postup na ochranu všech hráčů a jejich zůstatků.

Abychom mohli váš případ důkladně prověřit a urychlit jeho vyřešení, zašlete prosím veškerou korespondenci s naší zákaznickou podporou, potvrzující dokumenty a vaše herní ID na adresu claims@spinbetter.com

. Po obdržení těchto informací provedeme podrobnou kontrolu účtu a poskytneme oficiální vysvětlení vaší situace.

Prosíme, abyste se vyvarovali zveřejňování osobních údajů ve veřejných zprávách a počkali na oficiální odpověď po analýze poskytnutých materiálů.

S pozdravem,

Tým podpory SpinBetter

Dear SpinBetter Casino, please let us know of the results of your investigation as soon as possible. Any evidence or details supporting this case which contain sensitive data, can be sent to me directly at matej.l@casino.guru. Nothing will be shared or forwarded further. Thank you.

Hello,

We would like to inform you that the reason for the restriction on your account is a "gambling addiction" status. For responsible gaming reasons, your account has been restricted accordingly.

At this moment, you can still withdraw your remaining balance. After the withdrawal is completed, access to gameplay on your account will be permanently closed.

We understand this may be disappointing, but these measures are in place to protect players and promote responsible gambling. We sincerely wish you all the best going forward.

Kind regards,

SpinBetter Team

Thank you for the details, SpinBetter Casino. I would like to ask if the self-exclusion has been initiated by the player, or by the casino. I would also like to ask whether the self-exclusion is going to be permanent, and if so, whether the player's balance can be returned to the last used payment method before the closure. Thank you.

We have provided the conversation with the support via email matej.l@casino.guru

At this moment, the user is free to withdraw the remaining balance. After the withdrawal is completed, access to gameplay on both of the found accounts will be permanently closed.

Thank you very much for the provided information. The best course of action seems to be to let the player withdraw the balance and then permanently self-exclude the account as requested on 24th September 2025. I have also responded to your message, as I have been informed by the player he has technical difficulties replying to this thread.

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

Dear janzimmel98,

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,

Matej