The player from Japan had been experiencing issues with withdrawing his funds from an online casino. Despite several attempts, all his withdrawal requests had been rejected, and he had been advised by customer service to contact the processing team via email. However, he received no response. The player also reported that he had been banned from the casino's live chat support. Our complaints team had attempted to mediate by contacting the casino, who stated that they hadn't received any email from the player. Despite this, the player insisted that he had sent an email and asked for a specific reason for the withdrawal rejection. The casino did not provide a clear answer. Ultimately, the player lost all his funds while waiting for the withdrawal. As there was no disputed amount left, the complaint was rejected.
SpinBetter Casino - Player experiences withdrawal issues.
Amount: ¥15,000
SpinBetter Casino
Safety Index:Above averageOther
REJECTED
Case summary
cannot withdraw via every method selectable including what i used to deposit
CS told me to email processing team but no reply
b2b platform is of a horde of scammers???
Dear avirex,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you made any successful withdrawals from this casino before?
How long have you been experiencing problems with your withdrawal?
When exactly have you emailed the payment processing team?
Have you fulfilled the necessary wagering requirements needed to be able to withdraw your winnings?
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
seceral times more than 7 times
all ever within 5 mins blink of time
now instantly rejected by an operator
about 6 hours ago and no reply at all yet
wagering requirement complely met
i was banned from their live chat support
able to play but no way of withdrawing
they are waiting for me to lose all i have
still no reply
they declined my withdrawal and ignores my email
???
what can i do
Thank you very much, avirex, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello avirex,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a SpinBetter Casino representative to join this conversation and participate in resolving this complaint.
Dear SpinBetter Casino,
Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
timeline is
i deposited some
won some
tried to withdraw it
got rejected
tried every other method and all got rejected
asked em y
they didnt answer y
then
i used up almost all my balance
i couldn’t withdraw so i lost all i had here
this is a casino you can’t physically withdraw
Dear avirex,
We are very sorry to hear that you have encountered difficulties while using our platform. We understand how frustrating this can be, and we sincerely apologize for any inconvenience caused.
We have reviewed your communication history with our support operator. The operator provided you with the contact for the payments department, who could have promptly resolved your issue. However, unfortunately, we did not find your inquiry in the payments department's email inbox at processing@spinbetter.com.
This may have caused the delay in resolving your issue. Please ensure that you have sent your message to the provided email address. It is possible that there was a misunderstanding or an error in the address.
We greatly appreciate your patience and are ready to help you resolve the issue as soon as possible. Please check again to make sure you contacted the provided email address, and if necessary, resend your inquiry.
Thank you for your understanding. We hope to promptly resolve this issue and restore your positive experience with our service.
Sincerely,
SpinBetter Support Team
ive sent to that adress
" can’t withdraw"
14:59 10.5. (tokyo time)
u can confirm my withdrawal histories that were declined by you
and you can answer the exact reason here
Dear SpinBetter Casino,
Could you confirm if the department received the player's email?
I'll be awaiting your reply.
Dear Stefan,
Please provide an email address where we can send information regarding the correspondence with the user. We want to provide it without disclosing it in the general discussion to maintain the confidentiality and security of the participants.
Thank you for your understanding.
Dear SpinBetter Casino,
You can send it to my email address stefan.m@casino.guru.
I'll be awaiting your response.
Dear Stefan,
Thank you! We have sent all the necessary information to the address you provided. We will be waiting for your response here.
Thank you.
Best regards,
SpinBetter Team
Hello avirex,
I was informed by a casino representative that you lost all your funds while waiting for the withdrawal. Could you confirm this information?
I'll be awaiting your reply.
Hello avirex,
I am sorry to hear that you lost the funds. I am afraid there is nothing that can be done from our side as there is currently no disputed amount.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
