SpinBetter Casino - general discussion (page 12)

Based on what you wrote down, I see no obvious reason why the bonus was so unexpectedly unavailable specifically for you, and I agree that it does not make clear sense, and the support should show a decent effort in explaining the matter. Deposit offer is not the same as a no deposit bonus. Your money is involved.

Not sure how it works in sportsbooks, but in casinos this kind of decision usually means that they are not very happy about your overall statistics or want you to leave. Honestly, saying, "I decided you won't get the bonus because I can change the terms any time I want" sounds like no one cares, perhaps even about your next deposits anymore.

Radka, if Tomas cannot do it, please escalate to someone who can. There is a mistake and my complaint needs to be removed. This shouldnt take over 24 hours of me contacting to do this.

Please understand that we do not remove complaints. Tomas responded to you:

"Thanks for your messages.

Please note we don't delete complaints. Posts in complaints can be made private so only the casino representative assigned to the complaint, Casino.Guru staff and the player see them. I've made your posts private, including the first one."

Sadly, I have no idea what mistake you have been talking about, but the case is open and you can respond. I'm not involved; hence, I can't "escalate" anything.

Hello,

Thank you for your message.

Unfortunately, we are unable to assist you at the moment, as we do not know which account this request refers to.

Please provide your account ID or the email address linked to your account, and we will gladly check the information for you.

Looking forward to your reply.

Best regards,

SpinBetter Team

I deposited €1,000 on the website via crypto.

After some wins, I withdrew €1,500 — the daily withdrawal limit — leaving a balance of €4,000 on the website.

The next day, they requested KYC verification. 

They requested documents as part of the KYC procedure. The verification process has now been ongoing for 8 days, and there are still no results.

According to their internal rules, documents must be reviewed within 72 hours, but they are deliberately extending this deadline by requesting new documents.

-On July 18, all information was submitted.

-On July 21, an additional document was requested (exactly after 70–71 hours). The documents were submitted.

-On July 24, additional documents were requested (again after 70–71 hours). The documents were submitted. The documents were submitted.

The most ridiculous part is that on July 24, they requested a driver’s license, even though I had already sent them my ID on July 18.

For what purpose would you need a driver’s license if I’ve already submitted my ID?

An ID is a personal identification document. I have never in my life encountered a situation where two documents are required to confirm one’s identity.

Hi, I can see that KYC is getting quite lengthy according to what you say. 

It's quite normal for a casino to ask for ID and driver license, I've seen it a million times from players and it's not unusual, so I wouldn't think too much about it. 

What would bother me though is that the casino can't ask for everything at once and check it out with the idea that it wouldn't take too long. A couple of days to verify one document and then ask for another and repeat it like that is probably not the best user experience. 

Anyway, all documents have been accepted so far? What's the last thing you sent them and did they ask you for any other documents?

Hi,

17 July – Requested screenshots from the crypto platform.

→ Provided within 1–2 hours.

17 July – Requested a selfie holding my ID card near my face.

→ Provided after 10 hours, on 18 July.

21 July (67 hours after I provided the selfie with ID) – Requested a utility bill or bank statement showing my name and address.

→ Provided within 2 hours.

24 July (70 hours after I provided the bank statement) – Requested my driving licence.

→ Provided within 1 hour. Additionally, although not requested, I submitted a photo of my passport, as the KYC process seemed to be intentionally prolonged.

All documents were submitted and accepted.

Until now, I have not received any response. It's been 30 hours since I submitted the driving license.

Thanks for the follow. 

I'd try to wait to hear from them about the driver license. 

We give casinos 14 days to resolve KYC and withdrawals. 

If nothing has changed and no one has contacted you about whether or not you passed the verification, definitely come back and let me know. 

We will try to help you.🙂

I need help. I can't access my bonus account. What do I do?

Today, on July 27, 69 hours after I provided the previously requested document (ID), they additionally requested a photo.

Please open a tab with any deposit transaction to your gaming account in the crypto wallet and take a photo, holding your ID document in your hand near your face.

The KYC process has been ongoing for 10 days (since 17 July).

Wow, this defeats the purpose of crypto anonymity pretty much, I can only imagine they found the same wallet used by other users or something, but simple logic tells me they are in a cash flow crunch or they have BS policies about pay outs from the head of the snake. Keep us posted.

Hi, what does bonus account mean? You can't get into your casino account and you have been blocked or you can't get the bonus?

I know this is not the most pleasant user experience but I believe you can handle it. 

Take a picture and send it to the casino. 

Did you find out anything about the driver license, was it accepted?

If it takes a few more days, like I said, you can file a complaint with us and we'll try to help.

Hi,

Yes, as I mentioned before, they requested my driving license on July 24, which I provided within one hour on the same day.

Today, I submitted a selfie with the crypto transaction, my ID card, and my face visible.

I will keep you informed.

Sure, I'll wait what new things we learn.

I hope it will go faster and it will have a good result.

Hi Jaroslav,

As I mentioned previously, on the 27th they requested a photo showing the crypto transaction, my ID card, and my face, which I provided on July 28.

Today, after 67 hours, they requested an additional photo with the date and a code written on a piece of paper, as indicated in their email. - I have provided this photo and sent to them, but KYC is in progress for 14 days.

Well, I saw that you are already trying to open a complaint and it is currently in review, so I believe that our team will get to you soon. 

I guess what I don't understand in cases like this is why the casino has to ask for everything one by one and it takes them several days to approve one document. That seems like an unnecessarily long process to me. 

It's good that you sent them everything, I wonder what they will need again after this document.

I completely agree, Jaroslav. One document is being requested every 72 hours, which really seems like a delay tactic.

In addition, they are now asking for photos that aren't even necessary for the KYC process — for example, what was the purpose of asking for a selfie with a code and date if I had already sent a selfie with my ID and a selfie with the crypto transaction?

Maybe the casino doesn't like something and that's why they require selfies like this. Where the player just can't fool it somehow but that's just what I think. 

It's quite common if I'm honest, it's something I've come across many times before. 

What's important is that you send them everything they need and ask for. Keep it up so that you don't make mistakes.

SPINBETTER CASINO Hello, I have a question. I used the casino, there was never any problem, but now a situation has happened that I won a large amount of money and suddenly it happened that they wanted to verify the account and they just wanted to verify it, as if. In my opinion, it is completely unnecessary, as if there are too many things, just like that they wanted a photo of me behind me, I can see the computer in my hand, I am holding my ID card and on the computer at the back, their conversation and so on. It just seems to me that they wanted too much as a document and somehow it doesn't seem like it at all to me. But what I want to say is that it actually seems to me that they simply don't want to pay me the money. You understand, I just feel from the casino that they simply don't want to pay me the money into the account that I won. Can you advise me what to do because it seems very strange to me and mainly they keep doing something to my account because I can't withdraw the money, they only go to deposit it and mainly sometimes it seems like they lose it with the payment methods or it's not there, they just set something up with the account and I want to ask what to do so that I don't lose the money.