SpinBetter Casino - general discussion (page 15)

I understand, so the previous mention was referring to any previous withdrawals, thanks. So do you have any idea why the account was blocked? Some casinos do this for account verification purposes, for example, if a player requests a first withdrawal historically.

Are you sure you don't have an email from the casino in your spam or somewhere else in your email inbox, please?

Speaking of which, when exactly was your account blocked, was it right after you submitted a withdrawal request? That might also give you some clues.

I don't have any email. My account was blocked on 30.11.2025 when I requested a withdrawal, so I had to verify the number. They verified my email without any problems, but there was some problem with the number. So I had the accounts merged because I was told that I had more than one and I had no idea. So they verified my sensor and when I wrote to them why I couldn't withdraw money, I was blocked. Then I was told that I had to send a photo of my ID card, and send a medical report with a stamp that I am not addicted. So I write to them what kind of nonsense is this, that depositing money is not a problem for them, but suddenly when I want to withdraw, it is a problem. The operator wrote to me that it is a completely different thing to deposit and withdraw. And he laughed at me.

Well, I'm afraid we may have stumbled upon the problem. Having multiple accounts is against the rules of every casino and it's usually only discovered when you make a withdrawal. I'm sorry, but nothing is verified when you deposit, it's a voluntary action on the part of the player and the player is supposed to have studied the basic terms and conditions. I know how it sounds, but that's how it is.

Withdrawing money is really different. The casino has to verify that there were no violations of the rules, then verify the player and their identity, and only then can they send the money.

This almost looks like closing an account with multiple accounts.

BUT you are right that the message is quite nonsense without any further context that would explain very well why the casino wants it. Even if you were addicted and I am not saying that you are, no such document is a condition for a payout. It may be a condition for unblocking the account, but it is not related to the withdrawal. Feel free to show a screenshot of what the chat wrote to you or please try to remember everything he wrote to you.

It is important to know whether verification is taking place for the sake of selection - the ID card would indicate this - or whether they have concluded that they will not pay you.

Possible account unblocking is then the next piece of the puzzle.

So what should I do??? No one is talking to me, so I won't get the money anymore?

It probably fit into the rest of the text:

"Feel free to show a screenshot of what the chat guy wrote to you or please try to remember everything he wrote to you."

I don't know what happened to your account, maybe you have the answer.

You need to gather some information, otherwise the complaint you filed will be a lengthy process, especially at the beginning. That's what I'm trying to do here, to make it easier for you to get started.

That's all I have.

Hi, that will be quite useful in the complaint, thanks. Could you please send it to Kristina? It is now clear that without cooperation from someone at the casino, we will most likely not get any further. Which is exactly the situation our complaint system is aimed at, so try to stay calm. A confrontation with the casino will definitely happen, it will just take some time.

Hello, I received an email from SpinBetter. They told me to contact them with the problem I'm having. security@spin better. So I wrote to them and their answer was that I shouldn't write to them, otherwise they would block my account. So I called back and they just wrote to me that there was no money in my account.

Well, that's really bad. The casino will need to explain its position on this, so please post it all in the complaint thread.

There's not much to speculate about, someone simply needs to explain what's going on here, I mean someone competent from the casino.

So if I understand correctly, now there's no chance of getting the money I won? No one even writes anymore, they just don't respond.

I understand your concerns. I said that all this information needs to be added to the complaint and the rest will be determined by what the casino representative tells us when it comes to that.

That complaint is something different from solving the problem through unresponsive support on your own, if you understand what I mean.

And no one contacted you about my situation???

From what I see, your complaint hasn't gotten that far yet.

However, it would be good if you answered the questions you probably overlooked as part of your complaint, because we've been waiting for you for more than a week. The complaint is here 👈

Please answer Kristína's questions about KYC. Without it, you won't be able to proceed.

Yes, I sent them my ID card, and I'm sending the conversation.

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