SpinBet Casino - Player's account access is blocked and withdrawal is delayed.

Dear Casino Guru Team,

I am writing to bring to your attention an issue I have encountered with Spinbet, which is similar to a case you previously resolved for another user.

Here is a chronological summary of the events:

1. I opened an account on March 13, 2024, and immediately completed the verification process.

Due to a technical issue at the time of opening, EUR was not available as a currency option, so my account was set up in NZD.

2. On May 23, 2024, I received an email from a representative of the company, who introduced herself as my Account Manager.

After exchanging introductions, we corresponded regarding their services. She offered to check with their finance team whether it was possible to change my account currency. On June 6, 2024, my currency was successfully changed from NZD to EUR, which was a great convenience for me.

3. On July 11, 2024, I discovered that access to the Spinbet website was no longer possible from my region.

I contacted my Account Manager with the following message:

"Today, I visited your website and was disappointed to find that it is no longer accessible in my region. I have attached a screenshot. Could you please verify if this is indeed the case? What can be done in this situation?"

The response was:

"I will need to enquire with the Management/Tech teams to find out if this is a permanent change, I am very sorry for the inconvenience this has caused you."

A few days later, on July 17, I was informed that I could continue using their services via VPN, with specific guidance on which country to set the VPN to. The message was as follows:

"The good news is, if you use a VPN to log in you will have no problems and we will happily continue to service your betting needs. I have been told setting your VPN to Norway works a treat."

4. On September 14, 2024, I encountered issues logging into my account.

I communicated with their support team, but no resolution was found. Three days later, on September 17, I contacted my new Account Manager, who promised to look into the issue.

Two days later, I received this response:

"We are still trying to find the root cause for this issue as it has happened to a few of our players. The usual fix would be a password reset, but that doesn't seem to be working for your account. I apologize for the delay, and we are hard at work trying to resolve this.

I'll let you know once we have more information, and I appreciate your patience."

After waiting for 18 days without a solution, I sent another message:

"I have remained patient so far to avoid bothering you, but 18 days have now passed since our last communication, and I still haven't received any information regarding the situation with my account. I hope that by now you have identified the cause of the issue and can offer me a solution."

The response was:

"I have just reached out to the team for an update, and they said that the reason you are unable to log in is that your country's location has blocked access to the site. We have tried everything to get the system to accept your country location, but unfortunately, there is no fix."

On October 8, 2024, I wrote to request a withdrawal of my balance if the situation could not be resolved:

"I would kindly ask you to confirm my account balance and advise on how I can withdraw it via Skrill or any other convenient method."

Unfortunately, to this day (October 23, 2024), I have not received a response to this request.

Dear Casino Guru Team,

I have preserved all correspondence with both Account Managers who assisted me. I am happy to provide this correspondence upon request to verify that all my actions were taken in good faith. It is clear that all changes to my account and access to the Spinbet website were coordinated with them, and in many cases, initiated by them.

As I am now unable to continue the dialogue myself, I kindly ask for your help in contacting the appropriate person or department at Spinbet to confirm my account balance and process a withdrawal. The amount I mentioned - €3,500 - might not be exact as I have not saved a recent screenshot at the time of losing access.

Thank you in advance for your assistance.

Kind Regards,

Bestbets

Dear Bestbets,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinBet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

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,

Tomas

Hello Tomas!

Thank you for taking on my case!

Regarding your questions, I would like to clarify the following:

I reached my current balance through multiple deposits, withdrawals, and intensive sports betting. On several occasions, I have used small bonuses, ranging from €20-100, which were granted to me by the system or my account manager to encourage my activity. I do not have any outstanding bonus requirements related to this issue.

The situation that has arisen is not due to the type of games I play (sports betting) and should not pose a difficulty for your expertise. In my opinion, the problem stems from the fact that access to the site was restricted in my country, as well as the possible ban on using a VPN. This is why I described the facts in detail and in chronological order, to show the following:

1. At the time of my registration, access from my country was allowed;

2. The use of a VPN was suggested by the casino, including instructions for the geolocation settings.

As mentioned before, I have preserved the entire correspondence, where all of this is documented step by step, and I will send it to you via the email address you provide.

I count on your assistance and look forward to your help in resolving this matter.

Kind Regards,

Bestbets

Thanks for your reply.

Kindly send me the original correspondence related to the casino recommending you to use the VPN.

Send it to my email at tomas@casino.guru I apologize for the inconvenience.

Dear Tomas,

I have sent the entire available correspondence between me and the casino to the specified email address.

Kind Regards,

Bestbets

Thank you very much, Bestbets, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Bestbets for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SpinBet Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Dear Peter and the Casinoguru team,

I am pleased to inform you that this case has been resolved. Just a short while ago, the casino contacted me, and after exchanging a few messages, I confirmed my preferred payment method and account details. My balance has been fully paid out. Please mark this complaint as resolved.

Thank you for your assistance and all the effort you put into helping me.

Kind Regards,

Bestbets

Dear Bestbets,

I was in contact with the casino representative and was able to provide them with information about your complaint to further escalate its resolution. We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter