SpinBet Casino - Player’s account is closed without explanation.

Dear Casino Guru Team,

I am submitting this complaint regarding my experience with Spinbet.com and their failure to allow me access to my account and withdrawal of funds despite completing all requested KYC verification.

Issue Summary:

On October 16, 2024, I attempted to make a withdrawal, but my account was subsequently locked. After some time, I submitted my New Zealand passport and utility bill via email on March 26, 2025 to complete KYC verification. I was later informed that my account was fully KYC compliant and would be unlocked.

However, upon attempting to log in, I was met with a message stating:

"Your ‘Take A Break’ Mode is Active. Logging in is currently not possible.

Start time: March 18, 2025, 14:50

End time: Invalid Date"

Attempts to Resolve the Issue:

Over the past five days, I have engaged in multiple emails with customer support, but no progress has been made. Their responses have been vague, including:

"I completely understand how frustrating this situation must be for you, and I’m truly sorry for the inconvenience it’s caused. I want you to know that I’ve personally looked into your concern and wish I could resolve it for you right away. Unfortunately, we’re still waiting for approval from our specialized team. There is no time frame, but it should not take more than 24 hours."

Despite this assurance, 24 hours passed with no resolution, no update, and no further response.

Outstanding Issues:

1. Account Access: My KYC was approved five days ago, yet I am still unable to log in due to an unexplained "Take A Break" mode.

2. Withheld Funds: My balance of $49,997.56 NZD remains inaccessible, and the casino has not provided a timeline for withdrawal.

3. Lack of Communication: Support has only provided generic responses with no concrete action or resolution.

Requested Resolution:

• If my account is restricted, I request a full withdrawal of my balance to a BTC wallet and the closure of my account.

• If my account is not restricted, I request immediate access restoration so I can withdraw my funds myself.

• A formal explanation as to why my account remains locked despite KYC approval.

I appreciate your time in reviewing my complaint and look forward to your assistance in resolving this matter.

Best regards,

Andrew2406

Dear andrew2406,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation, I would like to ask a few clarifying questions.

• Could you please specify the exact date when your account was locked? What reason did the casino provide for locking your account last year?
• Can you confirm whether you accessed your casino account between October 16 and March 26?
• Did you activate the "Take A Break" mode on March 18?
• Have you received any specific communication from Spinbet.com regarding the activation of the "Take A Break" mode?
• When did you submit your documents for KYC verification?
• Have you taken any specific steps to resolve the "Take A Break" mode issue with customer support?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

Thank you for looking into this matter. Below are the answers to your questions, along with a summary of my experience with Spinbet.com.

Timeline of Events:

• October 16, 2024: I attempted my first withdrawal.

• October 18, 2024: My verification was denied, likely because I uploaded my UK passport instead of my New Zealand one. (I have multi-citizenship because of my parents but I live in New Zealand.)

• Following the rejection, my account was suspended, preventing me from logging in.

• March 26, 2025: I attempted to verify my account again. Since I was suspended, I couldn’t upload documents via the website as instructed by support. Instead, I submitted my New Zealand passport and a utility bill via email.

• Shortly after, I received a confirmation email from support stating:

"Yes, your address and ID are approved."

• After receiving this approval, I attempted to log in and was met with a message stating that ‘Take A Break’ mode was active:

Start time: March 18, 2025, 14:50

End time: Invalid Date

• The date coincides with when my verification was initially rejected.

Response from Support:

Since then, I have contacted support multiple times, only to receive generic, unhelpful responses that go in circles. Some examples include:

"In this, I will escalate this to our team to check if we can reopen the account now. Once I heard back from the team I will send you an email."

"There is no time frame, but it should not more than 24 hours. If you have any questions or require assistance, please don't hesitate to contact our friendly support team. We're always happy to help!"

"I understand the urgency, no worries we will do our very best to speed things up. If you have any questions or require assistance, please don't hesitate to contact our friendly support team. We're always happy to help!"

"I apologize for the delay, but after reviewing your escalated issue, I regret to inform you that there is no update available at this time. However, please know that our team is diligently working to resolve the issue. Thank you for your patience and understanding. If you have any questions or require assistance, please don't hesitate to contact our friendly support team. We're always happy to help!"

"Thanks for reaching out to us. I understand you on this. As much as I would love to fix this for you right now, I would. However, my hands are tied on this matter as our team whose conducting this matter. But no worries, I already made a follow up report and take note that you've been chasing this matter for a long time now to speed up the process. Kindly wait for the email from our team with regards to your issue."

"I apologize for the frustration you are experiencing. I understand your concerns, and I want to assure you that our team is still actively working on your case. Unfortunately, we are currently awaiting an update from our finance department in order to proceed."

"I completely understand your frustration with this matter. If I were in your shoes, I would feel the same way. However, please don't worry, I will closely monitor the situation and keep you updated as soon as I hear back from them. If there is anything else I can assist you with, please do not hesitate to reach out."

"Sorry for the confusion as I have thoroughly reviewed your issue once again and have followed up accordingly. Our finance team is still working on resolving it. However, at this moment, there are no updates to provide. We appreciate your patience and will keep you informed as soon as there is progress."

"Our team is still conducting a thorough review, and while we can’t share specific details just yet, please know we’re working diligently to resolve this as quickly as possible. We’ll update you personally as soon as we have more information. If you have any questions or need further assistance in the future, please don't hesitate to reach out to us."

"The details of the investigation have not been disclosed, but we kindly ask for their patience during this process.

If you have any questions or need further assistance in the future, please don't hesitate to reach out to us."

It has now been five days since my KYC was approved, yet my account remains inaccessible, and I am unable to withdraw my NZD $49,997.56.

My Questions:

1. Why is my account still locked under ‘Take A Break’ mode when my suspension was lifted?

2. What "investigation" is being conducted, and why was I not informed of any issue when my KYC was approved?

3. If my account cannot be restored immediately, why can’t I simply withdraw my full balance to a BTC wallet and close my account?

This situation is unacceptable. I submitted everything required, completed verification, and yet, I am still locked out with no reasonable explanation. I appreciate your help in pushing for a real resolution rather than just another vague support response.

Best regards,

Andrew