SpinBetter Casino - Player’s account has been blocked.

Hello! I have an account in spinbetter casino from 29.06.22the deposits I made in the casino are more than BGN 300.The admins of the sites decided to block my account a day before returning my cashback which is received once a week.The reason for my blocking is that I wrote to them that I have a problem with gambling and because of this they block my account and ask me for consent from a psychiatrist that I can play casino with a signature and stamp from a psychiatrist, which is an insult.I never sent them a letter saying I have a gambling problem and they blocked my account. In other of their casinos I have deleted my account for a reason with a gambling problem but because I wanted to delete my account in certain of their casinos and they don't offer this feature.I repeat that at spinbeeter casino I never wanted to delete my account and I never said that I have a gambling problem.The interesting thing is that when I deposited with them every day they took my money and did not block my account, but when it was time for my cashback the day before they gave it they blocked my account with a reason that is not true and they are sending me to a psychiatrist, this is a public insult they take the money and then block please do something.

still waiting for some solution to this stupid and not fair situation for me. I deposited over 300-400 BGN and then I was blocked and insulted by these people. I want, at least, cashback of the deposited amount from me. I think it's only right if I have to hire a lawyer and sue them for insulting me, thanks.

Dear stanko1996,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you ever requested your account to be closed or suggested a gambling problem when communicating with the SpinBetter Casino? Could you please advise if you have self-excluded yourself from any other casino in the past?

I would like to emphasize that revoking your bonus privilege is not a problem, the issue seems to be that casino accepted your previous deposits even if they claimed later that you have requested a self-exclusion due to a gambling problem.

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,

Petronela

Hello and thanks for being here! I repeat again that I never wrote to them that I want to delete my account and I never told them that I have a gambling problem. in casino Z their other casinos my accounts have been deleted due to certain reasons but in this spinbeteer casino I never said that I have a gambling problem….Can you imagine how hurt and how insulted I feel because they decided a day before I got cashback for the money I gave them, they just blocked my account. and they started accusing me. and insulting ... they sent me to a psychiatrist.What is happening to people in the world why are they so bad?!

Thank you, stanko1996, for your reply. Could you please advise how much was your active balance at the time of your account closure?

I had no money in the account, but I was supposed to get cashback because I deposited over $150 on their site, and the day before I get cashback they block me and insult me!Therefore, I am claiming for my amount that I deposited and for personal insult, stating that I want at least the cashback to be returned to my skrill account as I had deposited. 🙂

If I understood correctly in some other casinos you had your accounts blocked because you mentioned a gambling problem, is that correct, please? Could you please advise which casinos were they? Was your SpinBetter Casino account successfully verified in the past? Thank you.

at casino megapari, 22bet, 88starz,I have deleted my accounts due to problem gambling because they didn't offer any other option to suspend my account, only option to delete account due to problem gambling.

at spinbetter casino I already told you that my profile is recently accepted my data and I had no problem depositing, I didn't even know that they are common casinos but even though they have something in common with the other casinos I listed, I had no problem depositing every day. even write to them on chat, email and they accepted my payments even after checking my account several times, they didn't give me problems about my account. The problem came when I was supposed to get cashback and on the day of my cashback they blocked me.where is the logic? where is the fair?Justice?!

Please understand that casinos in general have the right to suspend players' accounts if they reported gambling problem in the past. Absolutely ideal would be not to accept these players at all, unfortunately, this is not standard practice yet.

If the casino claims that your account has been blocked due to a reported gambling problem in the past, have you been offered any refund of your deposited funds?

Whatever I say in my defense the casinos will always be right.They never offered me a refund, not even my cashback they offered to return. it's insulting because a few hours before taking cashback they blocked me....And before that I deposited, I corresponded with them, they did a check for me and there was no problem. Things are too personal, illogical and offensive. If you want to close my complaint, I know you will say that they are right and I am not...

Thank you very much, stanko1996, for your reply. If your account got blocked by the casino due to alleged self-exclusion I would expect that your deposited funds will be returned. Unfortunately, I do not agree that you should receive any cashback. My suggestion, based on the abovementioned events, would be to make a refund of your deposited funds and apply self-exclusion to your casino account.

Therefore, I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

thank you for your support and for being very good at your job. I just hope for justice and understanding. 🙁

Hi stanko1996,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

after several attempts to contact the casino...I was told that they have nothing to do with casino guru and they do not comment on complaints that are filed with you.I'm thinking of filing a complaint elsewhere.

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’.

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’.

the casino contacted me and allowed me to withdraw from the account, only 20 euros, then it was blocked again. I guess that's the only thing that can be done. Thank you for your help...I'm not happy but apparently that's how the casino world works...

Hi stanko1996,

I am very sorry about the situation, before I close the case I would like to clarify the information. Is 20EUR the whole amount of deposits you made after allegedly informing the casino about the gambling problem? Have they explained how they got info about the gambling addiction (although you are not experiencing one)?

i deposited over 150$ and they returned me only 20€ then the account is blocked again. you draw your own conclusions whether they have correctly calculated the amount and whether the decision is fair, but in my opinion they have acted again with insult and show that they do not respect their customers.... I also showed them the complaint here, maybe they have read about the whole problem, but they just don't want to return the full amount...Casinos don't like to give money to customers who are in their right, but apparently they like to insult and accuse me unfairly. I ask that the complaint be resolved as not resolved.

Dear stanko1996,

I am very sorry, but after further examination and evaluation of the case, we believe that you are not entitled to receive a refund. The casino has the full right to close any account if the balance is empty. It is also industry standard that if they detect strange behaviour which may appear as a player experiencing a gambling problem, such an account should be closed as soon as possible. It is not to insult someone, but to help a person who is possibly in need. The problems with gambling should be considered very seriously, the casino team may have made a mistake by marking you as one, but we have to respect it. I am sure that they did not want to lose you as their player, but decided rather protect you.

I understand that you have expected to get that cashback bonus. But, promotions are extra benefits from the casino, therefore if you do not start to play with it, they can cancel it. 

Unfortunately, I am forced to close your case as 'rejected'. If you do not agree with our decision, I highly recommend you contact the casino licensing authority. I will gladly guide you through the whole process, you can reach me at my email address, jozef.k@casino.guru.

Let me know if you have any questions.

Kind regards, Jozef