SpinBetter Casino - Player is struggling to withdraw from the casino.

Hello. I have some problems with withdrawing on spinbetter casino. It was not the only time when almost all of my withdrawals got denied. And I have lost the whole amount because of my gambling problems. They just keep denying my requests,and that is so frustrating...The online consultants just said,try to cash out later(I have tried 4-5 hours already) or deposit the minimum amount with the payment menthod I wanna use for withdrawals,and wager it 1.1x. I did it,but I have still got denied. That is a big amount of money for me,and I know there is no way to get them back. I have already wrote them an email,and they said my requests got denied because of the payment processing error,and my last withdrawal got cashed out successfully. I have tried with different amounts,I think 2 times I got the money,but most of the money got lost because of the denied requests.

Dear szerverhiba999,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised about a specific reason why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Do I understand correctly that you have played and lost your winnings? Is the casino aware of your gambling issues? Have you requested the casino to limit your play at any time?

Looking forward to hearing from you.

Best regards,

Tomas

Yes,my account is fully verified,I have sent my documents as well. I think I can't withdraw,because the casino system having issues,I heard some peoples having the same problem. Yes,you understand correctly that I have played and lost my winnings. I don't think the casino aware of my gambling problem. I think I just have a chance to fully close my account,I didn't seen they have like weekly/monthly limitations.

Dear szerverhiba999,

Please understand that if the casino is not aware of your gambling issues they cannot protect you. Unless you were self-excluded in the casino due to a gambling problem, we believe the player is the only one responsible for his active balance, his account, and all bets taking place.

If you didn't ask for a self-exclusion due to gambling issues, we don't think you are eligible for a refund of your winnings.

I checked the casino' responsible gambling policy and found this: https://spinbetter.com/hu/information/rules/28

"For our customers who wish to set limits on their gambling activities, we offer a voluntary self-exclusion service that gives you the option to close your account or limit your gambling activities to the following time periods: 1 month, 6 months or 1 year. If you have voluntarily banned your account from the game, it will remain locked until the selected period of time has passed. When the self-exclusion period expires, you may resume using any of our website's services.

You can also request the lifting of restrictions on your account before the end of the self-exclusion period, but the final decision will be made by our Company.

If you would like to limit your online activity, please contact SpinBetter Customer Service. We may limit the maximum amount of bet that you may place at the time of placing a bet. You can review these amounts at any time, but any changes will not be made until 24 hours after the last change. 

During the period of the self-ban agreement, the Customer must refrain from opening a new player account. The Player acknowledges that we are not financially or otherwise responsible if he continues to gamble or visit casinos by opening a new account or using a different name or address. In exceptional cases, the Account can be unblocked before the end of the blocking period."

Our recommendation would be for you to contact the casino and request a self-exclusion due to a gambling problem to prevent further issues.

Please let me know if that helped. I'll await your reply.

Dear szerverhiba999,

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.

Yes,I'm gonna request a self-exclusion. Thank you.

Dear szerverhiba999,

Did you request a self-exclusion in the casino? Was your casino account closed? Please let me know if you need any further assistance.

Dear szerverhiba999,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.