SpinBet Casino - Player’s account has been closed without resolution.

I’ve been playing at spinbet casino who took money from me via crypto. I had a good win and have been trying to withdrawal, they accepted my utility bill which had my Australian address on it and asked for another id pic as I scanned it and was meant to be a pic. Anyhow they have now blocked my account saying I’m not allowed to play in Australia, but what if I’m on holiday in New Zealand? How can I get my money or can I not?

Dear emma628,

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

Please note when playing in online casinos you need to register with your current and accurate personal information.

If you reside in Australia, but accessing the casino from New Zealand you will not be able to enter an Australian address, which means Australian players are not accepted.

Please allow me to ask you a question regarding your situation:

• Could you please confirm you registered with the correct personal information indicating your Australian address?

Thank you very much in advance for your reply.

Best regards,

Tomas

hi, yes registered with my Australian address. And also uploaded a utility bill which also had my address on it and which was accepted as verification prior them denying another form of verification also with my address.

Thanks for the reply

Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Be sure to include any justifications from the casino for its actions against you.

Dear emma628,

• Do you have any correspondence in which the casino accuses you of breaking the rules or justifying its actions against you?
• Have you played from your home address or from abroad?
• Have you used a VPN service when playing?

Please send any screenshots or communication on the topic that would support your case. My email is tomas@casino.guru

I'll wait for your reply.

Hi, I have forwarded you all I have already.

play from a VPN. Let me know if you need anything else.

Thanks for your reply.

• Please let me summarize: You registered an account while using a VPN from New Zealand, but you managed to enter your Australian address and phone number despite the option to register with an Australian address not currently available.
• Could you please share the email confirmation of the registration of your player's account? Send the information to my email at tomas@casino.guru
• Could you please explain when you have registered an account in this casino?

Yes all correct,

I have looked through all of my emails, and all of my junk, all of my deleted and even deleted to be restored and can not find a registration email. I definitely registered with an Australian address.

I registered an account with them 12/11. I did a withdrawal 2k with no issues first. And then the one after that was the problem only because it was a larger amount. (6k)

Thank you very much, emma628, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 emma628,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a SpinBet Casino representative to join this conversation and participate in resolving this complaint.

Dear SpinBet Casino,

Could you comment on this?

Thank you in advance for providing the information.

Thank you so much,

not a problem at all hope it can be resolved.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello emma628,

I have contacted the casino representative outside of the complaint thread and hope that we get a response soon. I will extend the timer by an additional and last seven days.

Thanks so much Stefan.

Hello emma628,

I am still in contact with the casino representative outside of the complaint thread. We are dealing with some technical issues and let's hope that the casino responds as soon as possible. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Cheers thanks a lot 🙂

Hello emma628,

Our team has thoroughly investigated your issue and decided to compensate you with 1,486 NZD. This amount is based on your total deposit sum, thus we are providing the opportunity to withdraw all the money you deposited to Spinbet casino.

Our support team already sent you email with confirming your crypto wallet.

Waiting for your reply.

Best Regards Spinbet casino team

Good morning,

thank you very much, that is more than appreciated.

I cannot locate the email, even in my junk folder. Could you confirm the email address it was sent to?

kind regards

Emma

Hello emma628

I have been informed that our team has been able to contact you and all funds have been disbursed. Could you please confirm that here?

Best Regards Spinbet casino team

Hello emma628,

Could you confirm if you have received the funds?

I'll be awaiting your reply.

Good morning guys,

yea funds have been received. I cannot thank you enough for your help.

regards

Emma

Dear emma628,

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, 

Stefan, Casino.Guru