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My account verification process (KYC) started on 29 July. Since that date, my account has never been verified, despite multiple submissions of all requested documents.

During this period, the casino continued to accept deposits. The total deposited amount is CHF 11,140, including CHF 8,390 deposited after the verification process began.

I have full documentation of all deposits, submitted KYC documents, and communications with support, all unanswered.

I am requesting a refund of my deposits, as the account was never properly verified and withdrawals have been blocked without explanation.

Despite repeated contact with support, I have only received generic responses stating that my case was sent to "specialists" with no timeframe provided.

I am sharing this complaint to alert other players and request intervention or guidance on recovering my deposited funds.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify when exactly you sent your most recent document to the casino for verification and which document it was?
• What documents have you sent to the casino so far?
• Have any of your documents been reviewed and approved by the casino's relevant department?
• What is the current real-money balance in your casino account?

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

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 Veronika,

Thank you for your reply and for reviewing my complaint. Please find the requested clarifications below:

1. Most recent document sent:

My most recent document submission was sent this month, It was a proof crédit card re-uploaded following the casino’s instructions, as previous submissions remained pending without approval or rejection.

2. Documents sent so far:

I have submitted the following documents multiple times during the verification process:

Government-issued photo ID (passport / ID card)

Proof of address (utility bill / official document)

Proof of payment method (where requested)

multiply screen shots of Skrill, with My face, multiples credit cards with my name etc

3. Document review status:

None of my documents have been fully reviewed or approved. The account verification process started on 29 July, but the account has never been successfully verified. I did not receive any clear confirmation of approval or rejection, only generic responses.

4. Current real-money balance:

The current real-money balance shown on my account is CHF 0.

The total amount deposited into the casino is CHF 11,140, including CHF 8,390 deposited after the verification process had already started, while withdrawals remained unavailable due to the unverified account status.

I have full documentation of all submissions, deposits, and communications with the casino and can provide screenshots or files if required.

Thank you for your assistance.

Hello Veronika,

Thank you. Just a small clarification to ensure accuracy:

When I mentioned "proof of payment method", this included credit card verification screenshots and Skrill verification screenshots, clearly showing my name and identity, submitted multiple times as requested by the casino.

All documents remained pending without approval or rejection.

Kind regards,

Dulce F.

Hello dulcegabrielaf1,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. This includes emails, chat transcripts, screenshots, or any other relevant correspondence.

At the same time, I need to clarify that if you lost your balance in regular gameplay while your account was pending verification, we will not be able to assist you further.

I understand that a lengthy verification process can be very frustrating. However, you are expected to remain patient and refrain from playing with the funds you intend to withdraw. Once you decide to continue playing, you knowingly take the risk of losing your balance, and in such cases, we cannot require the casino to refund the money you spent on gambling.

I sended all by email

The casino verified my account only now, after months of pending verification, once my balance reached zero.

During the verification period, deposits were accepted and withdrawals were impossible.

Following the recent verification of my account, I would like to formally request a refund based on the circumstances of this case.

My account verification process started on 29 July and remained pending for several months. During this entire period:

- Withdrawals were not available due to the unverified status

- The casino continued to accept deposits without restriction

- No clear approval or rejection of my documents was provided

- The account was only verified after my balance had reached zero

Under these conditions, I believe it was unreasonable and unfair to allow continued deposits while preventing withdrawals and delaying KYC completion.

For this reason, I am requesting a refund of the deposits made after 29 July, during the ongoing verification process.

I am open to a reasonable resolution, but I believe this request is fully justified given the timeline and circumstances.

All supporting documentation and communication can be provided upon request.

For this reason, I am requesting a partial refund of 70% of my total deposits as a fair and reasonable resolution to this case.

Hello,

We sincerely apologize for the inconvenience and the negative experience. We’ve checked the situation and the restriction has already been removed — your account is now unblocked and fully available for gameplay.

To close the complaint properly and, if needed, re-check the logs, please email us at security@spinbetter.com

Next update: within 24 hours (or sooner if you reply quickly).

What we’ve already done on our side:

• verified your account status and the applied restriction
• restored access to gameplay
• placed the case under monitoring to prevent a repeat

If you also have any questions related to payments, please contact processing@spinbetter.com

and mention the same Case ID so the team can review the transactions.

Kind regards,

Hello dulcegabrielaf1,

Thank you for the detailed information and updates provided throughout this complaint.

After carefully reviewing the full timeline of your case, we must clarify the following key points that are decisive for our conclusion:

• Although your account verification process remained pending for a prolonged period, you continued to deposit and gamble voluntarily during this time.
• As you confirmed earlier, your real-money balance reached zero as a result of gameplay, not due to confiscation, restriction, or unjustified account action by the casino.
• At no point was an existing withdrawable balance seized by the casino — the funds were lost through regular gambling activity.

Casinos are generally allowed to accept deposits while KYC is pending. The responsibility to pause gameplay and refrain from gambling with funds intended for withdrawal lies with the player. Once a player decides to continue playing while verification is ongoing, they knowingly accept the risk of losing those funds. In such situations, we cannot require the casino to issue a refund for money lost in gameplay. The fact that the account was verified later, after the balance had already been lost, does not retroactively create entitlement to a refund.

While we fully understand that a lengthy and unclear verification process can be frustrating and far from ideal, we do not consider delayed KYC alone a valid reason for refunding deposits that were lost through normal gameplay.

For these reasons, we are unable to support your request for a refund or partial reimbursement, and this complaint will be closed. Thank you for your understanding.

Best regards,

Veronika