SpinBetter Casino - Player's account has been blocked.

Spinbetter disabled account and robbed me of the deposit.

The casino disable my account after providing all verification documents.

I was unable to sign in due to me losing my google authenticator.

After the completion of verification they accused me of different things I did not commit.

But the major thing is I did not make any winnings from this casino. In fact the money in the account as at the time of restriction was mainly my deposit and they are about to rob me of my deposit by disabling my account access.

I seek access to my account.

I am not interested in playing games at the casino.

Spinbetter should just allow me withdraw my deposit otherwise this will be tagged as a fraud.

Dear alicejxohnex,

Thank you very much for submitting this complaint. I am sorry to hear about your issue with SpinBetter Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that your account was successfully verified and then blocked?

How much of your deposit have you gambled away? Did you make any winnings in the casino?

Could you please specify the reason why the casino decided to block your account? Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru.

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

Yes it was.

At least up to 60% of the balance should be my deposit.

The account was restricted with balance since December last year.

I was unable to login due to the loss of Google authenticator app. I then mistakenly created another account in my name but never used it.

After the successful verification in which they combined both accounts to this one they blocked it and prevented me from having access to my funds.

All the accusation drop against me were frivolous and none pointed exactly which is my offence.

I checked the casino's Terms and Conditions regarding duplicate accounts, and this is what I found:

32.Upon completion of the investigation, the company can make any decision that it deems to be fair and reasonable:

1.to block (close) the account (including any duplicate accounts), which may entail:

• all bonuses, free bets and winnings received from those bonuses and free bets when using this duplicate account becoming void and lost to you
• at our sole discretion, to cancel all winnings and refund the balance of your account at the start of the investigation (minus any canceled winnings) made from your main and duplicate accounts. We also have the right to refund any amounts that are owed to us in connection with this duplicate account, directly from any of your accounts (including any other duplicate account).

2.At our sole discretion (in exceptional cases), to allow the continued use of the main account and recognize it as valid, while all bets placed by you from the duplicate account will be void, the duplicate account(s) will be blocked and/or canceled by decision of the company (the decision is made for each particular case individually, according to the extent of the violation).

Did you make deposits in one or both of your accounts?

Have you activated any bonuses with these accounts?

Have both of your accounts been verified?

I only made deposit in one account.

I didn't claim any bonus.

I can't determine if I made winnings but even I did the balance left in my account should amount to at least 60% it being my total deposit even when winnings made in that account is deducted. In the case of deducting winning the bookmaker can only deduct winnings when the withdrawal is more than total deposit. But in my case I have not even withdrawn upto 40% of my entire deposit.

Both accounts where combined during the verification process and the one which I was interested in was completely verified as I provided all they requested.

This set of bookmakers are always fond of this kind of robbery.

If one message them on account creation for verification they will tell the person to go and use the account until they ask for it. And when they do, they actually make false accusation if one have balance in the account just to steal it from the person.

Let them give me access to my account.

The account is restricted, and when they do restrict an account the account can't be used for gaming activities. No new deposit can be made. This are facts already, but closing it to prevent me from having access to my money is robbery.

Could you please explain in more detail the statement that "Both accounts were combined during the verification process?"

Please bear in mind that the casino is not obliged to return you the deposits that have not met the wagering requirements necessary as an anti-money laundering measure.

They said we have combined both accounts to one. That is the other account which I did not use was closed and combined to the one I have deposited with.

I have meet the wager requirements.

They should allow me to have access to my account.

Thank you very much, alicejxohnex, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, alicejxohnex,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite SpinBetter Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear SpinBetter Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and/or withdraw her balance/deposit(s)?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear alicejxohnex,

We confirm that detailed information regarding your complaint has been sent to the regulator's representative at branislav.b@casino.gurux.

We sincerely hope for a prompt and thorough review of the provided data and a swift resolution to this matter.

Best regards,

SpinBetter Support Team

You did not allow me to have access to my account by refusing to reset my Google authenticator. You disable my account after submitting all the requested ID and at this moment I still can't have access to my account.

You submitted information to casino guru privately, then how do I defend or oppose information that are not true.

I have not been able to access my account for over 9months now.

I await casino guru response

Dear alicejxohnex

We are still waiting for a response from the Casino Guru team. Thank you for your patience.

Best regards,

SpinBetter Support Team

Thank you very much, SpinBetter Casino Team, for your email and for providing the necessary data and extensive explanation.

Dear alicejxohnex,

After gathering all the necessary information and details from the casino, we decided to close this complaint as unjustified. There are reasonable grounds to believe that your account was engaging in fraudulent/prohibited activity and his account was not primarily used for gaming purposes. In addition, each player is obliged to fill in their true and genuine personal data upon registration. This was not the case here, and therefore, this was one of the reasons why your verification could not be completed.

The casino acted in accordance with its terms and conditions, and we accept its decision regarding your casino account. The casino's complete Terms and Conditions you accepted upon registration are available HERE.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino. If you have any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru