The player from Germany is experiencing difficulties withdrawing her winnings due to the limited availability of payment methods. Although it seems as though this issue has been resolved, the complaint was rejected because the player didn't respond to our messages and questions.
SpinBetter Casino - Player is struggling to cash out her winnings.
Amount: €350
SpinBetter Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I deposited money under the conditions that the information said that you can also pay in and out with bank transfer. I wanted my 350€ payout, but it's suddenly not possible for my money to be paid out to my bank account. All of a sudden there are completely different payout options I've been in touch with customer service for a month but they're the last scum they help a zero and write You should use the other payment methods 😡 I've written several times that I don't have a credit card and also no wallet or bitcoin now they answer me zero and i can't get my money these are just shitty scammers will take action and i hope spinbetter will close the casino soon. Customer service doesn't care, these are the only messages I've had an answer to for over a month
Automatic translation:
Public
Public
1 year ago
Dear Miimii30,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
Was your account verified successfully in the past?
Please note the screenshots you submitted were mostly too low resolution to be legible. If you have any information that might help us with the case, please submit it again in the complaint thread.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
Public
Public
1 year ago
Translation
That's nonsense, it's not written anywhere and I also questioned it before I deposited and I was told by your employees that it would be possible to pay out by bank transfer. I was tricked and now I can't even get my €350 because you lied to me. This is fraud you hide the alleged restrictions from your customers. I also read here that many still received their payout by bank transfer why I didn't that's the last watch since scammers and even if a lawyer has to turn on I want my €350 that's my deposited money
Automatic translation:
Public
Public
1 year ago
Translation
A lot of people complained about it here, but it's funny that I read here that some of them still got a payout from customer service, only I didn't and why because it's €350 their scammer and nowhere does it say that it's not possible in Germany
Automatic translation:
Public
Public
1 year ago
Translation
I would like to get my money paid out 😡😡🤬 with others they seem to have managed the problem too I report to the consumer center you are cheating you receive this information that is nowhere readable I have read everything through nowhere do you have that on your site There is supposedly no bank transfer as a payout for Germany, they have many other payout methods on their website that are definitely not available for a real payout as a choice, they lie and cheat people out of their money
Automatic translation:
Public
Public
1 year ago
Translation
this is the last thing my account is fully verified otherwise you can't use any bonus on your site without first verifying the account. They look pointlessly for reasons and contradict themselves, they should know best when you talk to each other. Registered facility is obliged to verify the account with documents first, otherwise you cannot use your promotion at all and if I were not verified I would never have deposited money twice
Automatic translation:
Public
Public
1 year ago
Thanks for the explanation, Miimii30.
I understand your frustration.
Could you please let me know who gave you the information regarding the availability of payment methods?
Could you please forward any communication between you and the casino about the issue? My email is tomas@casino.guru
Public
Public
1 year ago
Translation
This fuss you see pastes it in the chat history with whom I wrote from your lying colleagues for this wrong information I have now made an extra Jeton account and it was also rejected because I should please choose the payment method I deposited with but bank transfer is available I don't have access to it. It's the biggest scam of this casino. People don't make the mistake of paying into this casino
Automatic translation:
Public
Public
1 year ago
Translation
Something so dishonest I am suggested to deposit again with a different deposit method is to play a certain amount to get my money 😡😡😡😡 you have to be reported that you are a scammer and your page will be closed 
Automatic translation:
Public
Public
1 year ago
Translation
I finally want my money 360 euros and I can't have it paid out to me what lying scammers you guys are
Automatic translation:
Public
Public
1 year ago
Dear Miimii30,
Please understand that if you were informed by the casino the payment method is unavailable for withdrawal our recommendation would be to try a different payment method as well.
It's common practice to ask for a minimum deposit using the new payment method in order to process a withdrawal.
If you created a Jeton account, deposit only the minimum amount using the Jeton payment method in the casino in order to withdraw your winnings. If you are not sure how much is the minimum qualifying deposit, please contact casino support about it. (usually, it's around 10€)
Please let me know about the result.
Public
Public
1 year ago
Translation
I deposited 10 euros there twice and an employee I wrote to in the chat said that if I wanted to pay out, I would also be paid back by bank transfer, he agreed because otherwise the deposit with bank transfer would not have been possible either. I just want to cure my money, then I want to have illegitimate dealings with this casino, that's over €350, that's not a lot, and I won the money with my own deposit, that's embezzlement, which is a punishable offence. And as I've mentioned so many times, I've tried it with Jeton but it comes as a rejection that only a payout goes to the same account data as you paid in but that's not available to me 😡😡😡😡😡
Automatic translation:
Public
Public
1 year ago
Thank you very much, Miimii30, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
Public
Public
1 year ago
Translation
I would be very grateful if someone would help me to finally get my money 😞
Automatic translation:
Public
Public
1 year ago
Hello Miimii30,
I'm Michal and I have taken over your complaint. I have reviewed your case and first of all, I want you to know that we are not employees of SpinBetter Casino, we act as an Alternative Dispute Resolution center to help the players and casinos to find a suitable solution to their disputes. Secondly, as my colleague Tomas mentioned the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. I will contact the casino to shed more light on this matter.
We would like to invite SpinBetter Casino to join the conversation.
Dear SpinBetter Casino,
Can you please provide information on why the player is not able to withdraw their winnings via bank transfer? What payment options can be offered to the player?
Public
Public
1 year ago
Translation
They only have bitcoin token and wallet, I can't pay out anything because no matter what I tried, I got a rejection with the reason I can only pay out with the method I paid in and that was bank transfer
Automatic translation:
Public
Public
1 year ago
Dear Miimii30,
At the moment, we are addressing your issue and trying to determine the reason why you did not receive the money. Once we are able to gather more information, we will definitely inform you.
Sincerely, SpinBetter Claims Department.
Public
Public
1 year ago
Translation
You know exactly why I don't get my money.
Automatic translation:
Public
Public
1 year ago
Dear Miimii30,
I understand your frustration, but we need to let the casino find out where the issue is. I have my fingers crossed that it won't take long.
Public
Public
1 year ago
Translation
Ok after almost 3 months it's about time I thank everyone at casinoguru for their support and help
Automatic translation:
Public
Public
1 year ago
Dear Miimii30,
We return to you with good news. Finally, we found out the reason for the refusal to withdraw.
You need to verify ownership of the eZeeWallet through the security service and withdraw your funds to it.
Sincerely, SpinBetter Claims Department.
Public
Public
1 year ago
Dear Miimii30,
Now you can withdraw via SEPA and everything should work correctly.
Sincerely, SpinBetter Claims Department.
Public
Public
1 year ago
Thank you for your response, SpinBetter Claims Department.
Dear Miimii30,
As per the SpinBetter Claims Department response, you should be finally good to go to submit a withdrawal via Sepa, please let me know once you do so, and ideally when you successfully receive the funds to your account.
Public
Public
1 year ago
Dear Miimii30,
I have my fingers crossed that it will work as it should now 🤞Keep me updated, please.
Public
Public
1 year ago
Translation
Is the immediate payment now permanent or only for a one-time payment
Automatic translation:
Public
Public
1 year ago
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.
Public
Public
1 year ago
Dear Miimii30,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
1 year ago
Dear Miimii30,
Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Michal
