The player from Brazil had faced difficulties withdrawing his winnings. Despite having successfully increased his bonus credit and fulfilled the rollover requirement, he could not retrieve his funds because his account had not been verified yet, even though he had submitted all the necessary documents. The player had been in contact with the casino's support team, which had led to a change in his email and an error in his CPF number, causing further blocks on his account. However, after communication with the Complaints Team, the player confirmed that he had received his payment and the issue had been successfully resolved.
SpinBetter Casino - Player is facing withdrawal issues due to account verification delay.
Amount: 360 R$
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
Translation
Guys, I must share my terrible experience with this platform. Initially, I made a deposit of 120 and lost, then weeks later another deposit of 123, and I lost yet again. I was left only with a 60 bonus credit, which I subsequently managed to increase to 1,800. However, upon fulfilling the rollover requirement, the value returned to a mere 60 in BRL - a bonus structured in such a way is absurd. At that point, I felt discouraged and tried to withdraw, but I was unsuccessful. The 60 credits could not be retrieved because my account had not been verified yet. Therefore, I decided to gamble a bit more and managed to raise the 60-credit amount to 360 while waiting for the account verification. However, days have passed and my account is still not verified, despite having submitted all the required documents. Now, I want to express my disappointment because they use the name of Casino Guru in their recommendations and promotions. With no chat response available on the platform, I'm starting to think that this platform may just be another scam, which is unfortunate because I had only discovered it through Casino Guru. I regret this, guys.
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8 months ago
Hello robersongunit,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SpinBetter Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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8 months ago
Translation
Hi, my account is about a month old, but I'll update here, what happened, right, they have some contacts there in support, I got in touch, they said they would have to change my email, believe me, I've been there since morning carry out these processes, which lasted hours, and I was very attentive to the details, when it was finally completed, the operator himself purposely changed my CPF number to my driver's license number, and then once again I was blocked from withdrawing, and now also in the games because when entering the games I am blocked, unfortunately I am very sad with the platform. I'm sorry, so my documents were accepted but my phone and email kept failing, only the error with my CPF was resolved, but I'm still blocked.
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8 months ago
Hello robersongunit,
Can you please clarify what exactly has to be still verified by the casino? Did you manage to proceed since your last post here?
Also keep in mind the above statement regarding the time required to verify an account as if it's been less than 14 days, we can't intervene.
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8 months ago
Translation
Troops, I already received it, thank you for helping, the Casino paid correctly, despite the chat being ridiculous, the rest is to be congratulated, case closed.
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8 months ago
Dear robersongunit,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
