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I am contacting you to request assistance in retrieving my winnings from SpinBetter Casino. The casino is intentionally delaying my verification process (KYC) and blocking my payout of EUR 1,470.65.

​Chronology of events:

​March 16, 2026: I spoke with an agent named Luke on Live Chat. After checking my profile, Luke confirmed that my verification was going well and there were no issues with it (I have a screenshot of this conversation).

​March 20, 2026: After another wait, I sent the casino all the necessary documents: a selfie with my ID, photos of my Revolut card (ending in 3943) and, most importantly, an official PDF bank statement from Revolut, which clearly proves my deposits.

​Blocking of communication: Despite presenting this bulletproof banking evidence, the Mazie agent on Live Chat beat me to the punch, telling me to wait 14 days. When I insisted on having my documents checked immediately (since they are official PDFs from the bank), the casino blocked my access to Live Chat (IP ban).

​Main points of the complaint:

The casino has my selfie with the document and an official PDF statement available, which is the highest level of verification.

The casino broke a promise made by its own agent (Luke) on March 16th.

I consider blocking access to support after providing evidence to be an act of bad faith with the aim of not paying out the winnings.

I request that the casino immediately complete the verification process and release my funds.

Obraciam sa na vás so žiadosťou o pomoc pri získaní mojej výhry z kasína SpinBetter. Kasíno úmyselne zdržiava proces mojej verifikácie (KYC) a blokuje moju výplatu vo výške 1 470,65 EUR.

​Chronológia udalostí:

​16. marca 2026: Komunikoval som s agentom menom Luke na Live Chate. Po skontrolovaní môjho profilu mi Luke potvrdil, že moja verifikácia prebieha v poriadku a nie sú s ňou žiadne problémy (mám screenshot z tohto rozhovoru).

​20. marca 2026: Po ďalšom čakaní som kasínu zaslal všetky potrebné dokumenty: selfie s občianskym preukazom, fotky mojej Revolut karty (končiaca na 3943) a najmä oficiálny bankový PDF výpis z Revolutu, ktorý jasne dokazuje moje vklady.

​Blokovanie komunikácie: Napriek predloženiu týchto nepriestrelných bankových dôkazov ma agentka Mazie na Live Chate odbila s tým, že mám čakať 14 dní. Keď som trval na tom, aby moje dokumenty okamžite skontrolovali (keďže ide o oficiálne PDF z banky), kasíno mi zablokovalo prístup k Live Chatu (IP ban).

​Hlavné body sťažnosti:

​Kasíno má k dispozícii moju selfie s dokladom aj oficiálny PDF výpis, čo je najvyšší stupeň overenia.

​Kasíno porušilo prísľub svojho vlastného agenta (Luke) z 16. marca.

​Zablokovanie prístupu k podpore po predložení dôkazov považujem za konanie v zlej viere s cieľom nevyplatiť výhru.

​Žiadam, aby kasíno okamžite ukončilo proces verifikácie a uvoľnilo moje finančné prostriedky.

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 your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Has the casino approved any of the documents that you sent for verification?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?
5. What types of games did you play at this casino?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

1. Has the casino approved any of the documents?

Yes, according to the live chat agent named Luke, my ID and profile have been successfully verified. The only outstanding issue at the moment is the verification of my payment method (Revolut).

​2. Were you able to submit all required documents on time and in the correct format?

Yes, I have repeatedly submitted an official PDF Revolut account statement containing all the necessary details (name, IBAN, bank logo, transactions). However, the casino still rejects it without giving a valid reason.

​3. Has the casino requested any additional documents recently?

No, they still ask for the same proof of payment, but ignore the official PDF format. Moreover, their support (agent Aubrey) gave me conflicting information - first she promised verification within 14 hours, then changed it to 14 days. When I confronted her about it, she called it a "mistake" and closed the chat.

​4. Are there any documents in your account that are currently awaiting verification?

Yes, the Revolut statement is currently in "pending" status, but based on communication with support, I believe they are intentionally dragging out the process.

​5. What types of games did you play at this casino?

I played exclusively slot machines.

​ADDITIONAL INFORMATION TO THE CURRENT SITUATION (Important):

Today (Monday) I contacted live chat again and spoke to agent Roger. When I sent him a screenshot of this complaint on CasinoGuru, his attitude immediately changed. He kept me waiting for a total of 20 minutes, saying that he was resolving the situation with specialists. In the end, however, he just repeated that I had to "wait in line", which is again just wasting time. I am attaching screenshots of this conversation as proof that the casino is only responding under pressure from mediation, but still refuses to resolve my issue with the PDF document.

1. Schválilo kasíno niektoré z dokumentov?

Áno, podľa informácií od agenta menom Luke na live chate boli moje doklady totožnosti a profil úspešne overené. Momentálne je jediným nevyriešeným bodom overenie mojej platobnej metódy (Revolut).

​2. Podarilo sa vám predložiť všetky požadované dokumenty včas a v správnom formáte?

Áno, opakovane som predložil oficiálny PDF výpis z účtu Revolut, ktorý obsahuje všetky potrebné údaje (meno, IBAN, logo banky, transakcie). Napriek tomu ho kasíno stále odmieta bez uvedenia platného dôvodu.

​3. Vyžiadalo si kasíno v poslednej dobe nejaké ďalšie dokumenty?

Nie, stále žiadajú ten istý doklad o platbe, ale ignorujú oficiálny formát PDF. Navyše, ich podpora (agentka Aubrey) mi poskytla protichodné informácie – najprv sľúbila overenie do 14 hodín a potom to zmenila na 14 dní. Keď som ju s tým konfrontoval, nazvala to „chybou" a zavrela chat.

​4. Sú vo vašom účte nejaké dokumenty, ktoré momentálne čakajú na overenie?

Áno, výpis z Revolutu je momentálne v stave „pending", ale na základe komunikácie s podporou sa domnievam, že proces úmyselne naťahujú.

​5. Aké typy hier ste hrali v tomto kasíne?

Hral som výhradne výherné automaty (Sloty).

​DOPLNENIE K AKTUÁLNEJ SITUÁCII (Dôležité):

Dnes (pondelok) som opäť kontaktoval live chat a hovoril som s agentom Rogerom. Keď som mu poslal screenshot tejto sťažnosti na CasinoGuru, jeho prístup sa okamžite zmenil. Nechal ma čakať celkovo 20 minút s tým, že situáciu rieši so špecialistami. Nakoniec mi však len zopakoval, že musím „čakať v poradí", čím opäť len naťahujú čas. Prikladám screenshoty tejto konverzácie ako dôkaz, že kasíno reaguje až pod tlakom mediácie, no stále odmieta vyriešiť môj problém s PDF dokumentom.

KEY UPDATE: Proof of previous payment and casino unfair practices

​"I want to supplement my complaint with fundamental facts that prove that the casino is misleading me:

​Proof of previous withdrawal: On March 16, 2026, this casino successfully paid me €500 to the same Revolut account that they are now refusing to verify (I am attaching a screenshot). My PDF statement was fine at the time. It is clear that the casino is changing the rules just to avoid having to pay out my current winnings of €1,470.

Request for a review while money is blocked: The height of insolence is that while the security team kept rejecting my documents and support kept pestering me with misleading information, the casino sent me an automatic invitation today to give them a 5-star review on Trustpilot.

I find this extremely unprofessional. If my Revolut was accepted for €500, it must be accepted now. I request immediate approval of my withdrawal, otherwise I will report this procedure on all available forums, including Trustpilot, where I have already started posting my experience.

KĽÚČOVÝ UPDATE: Dôkaz o predchádzajúcej platbe a nekalé praktiky kasína

​„Chcem doplniť svoju sťažnosť o zásadné skutočnosti, ktoré dokazujú, že kasíno ma zavádza:

​Dôkaz o predchádzajúcom výbere: Dňa 16. marca 2026 mi toto kasíno úspešne vyplatilo 500 € na ten istý Revolut účet, ktorý teraz odmietajú overiť (prikladám screenshot). Vtedy bol môj PDF výpis v poriadku. Je zrejmé, že kasíno mení pravidlá len preto, aby nemuselo vyplatiť moju aktuálnu výhru 1 470 €.

​Žiadosť o recenziu počas blokovania peňazí: Vrcholom drzosti je, že zatiaľ čo mi security tím neustále zamietal dokumenty a podpora ma naťahovala zavádzajúcimi informáciami, kasíno mi dnes poslalo automatickú pozvánku, aby som im udelil 5-hviezdičkovú recenziu na Trustpilot.

​Považujem to za vrcholne neprofesionálne. Ak bol môj Revolut akceptovaný pri sume 500 €, musí byť akceptovaný aj teraz. Žiadam o okamžité schválenie môjho výberu, inak budem o tomto postupe informovať na všetkých dostupných fórach vrátane Trustpilotu, kde som už začal zverejňovať svoju skúsenosť.

I have just submitted an official complaint to Curaçao eGaming (ID: complaints@curacao-egaming.com ). I am attaching the confirmation.

Práve som odoslal oficiálnu sťažnosť na Curaçao eGaming (ID: complaints@curacao-egaming.com). Prikladám potvrdenie.

Veronika, the casino has resorted to intimidation. Agent Sebastian called my proof of a previous payout 'spamming' and is threatening to cut me off from support. This is unacceptable behavior from a licensed operator. I request an urgent escalation of the complaint."

Veronika, kasíno prešlo k zastrašovaniu. Agent Sebastian nazval moje dôkazy o predošlej výplate 'spamovaním' a vyhráža sa mi odrezaním od podpory. Toto je neprijateľné správanie licencovaného operátora. Prosím o urgentnú eskaláciu sťažnosti."

Veronika, I have an urgent update. After I provided the casino with evidence of my previous €500 withdrawal and informed them of the complaint to the licensing authority, the casino DELETED my withdrawal message history from my player account. They are trying to destroy evidence that they had previously credited the same account and documents to me. I am attaching a screenshot of the deleted history as well as the original screenshot confirming that the messages were there. This is clear evidence manipulation.

Veronika, mám naliehavú aktualizáciu. Potom, čo som kasínu predložil dôkazy o mojom predchádzajúcom výplate 500 € a informoval ich o sťažnosti na licenčný úrad, kasíno mi VYMAZALO históriu správ o výberoch z môjho hráčskeho účtu. Snažia sa zničiť dôkazy o tom, že mi v minulosti ten istý účet a dokumenty uznali. Prikladám screenshot vymazanej histórie aj pôvodný screenshot, ktorý potvrdzuje, že tie správy tam boli. Toto je jasná manipulácia s dôkazmi.

Hi Veronica, I am happy to confirm that the casino has officially processed all my remaining funds. I have received the full amount. Thank you for your support. You can now close this case as RESOLVED.

Hello NMtriple,

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

Dear NMtriple,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru