SpinBetter Casino - Player's account has been frozen after winning.

Hello, I'm quite frightened as yesterday, I won a total of 1200 euros. Previously, I was gambling and betting without issues, and those winning came from a deposit of only 10 euros. Now, when I try to make a withdrawal, it states that I must validate my document with a picture of my national ID. I've sent it, but have not received a response yet. What's even more outrageous is that my account has suddenly become inactive. I can't even place bets now. The technical support has been of no help - all they tell me is that they'll respond eventually. I feel they're just stalling me to keep my money. My account was suddenly frozen ever since I won my earnings. I'm in dire need of that money and they're not providing any solutions. Can anyone guide me on what could be done, or lend a hand in this difficult situation? I am deeply distressed and need to access these winnings that are rightfully mine. Thank you.

Dear Antonio190310, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.  

KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

Hello Veronika, thanks for answering me. I sent yesterday the photo of my ID, front and back, and the photo of my debit card where I made the deposits and they didn't ask me for it, but I sent it to make sure they have my account until inactive before The withdrawal did not make it inactive and I could spend the money I wanted. Now I have a profit for the first time and they inactivate it? It all seems very strange to me and the truth is that money makes me so fatta that I am having a very bad time, they do not give me any answer that I wait and wait.....

Could you please explain why your account is frozen?

And withdrawing is that it cancels the withdrawals and they return them to me, I had a profit of 1200 euros, I made a withdrawal of 300 euros by mastercard and it gives me a system error. Well, I try another withdrawal that says mastecard and alternative visa ago that withdrawal of 300 euros is approved but it is not reflected in the bank, still, I think that I have not even tried, then a withdrawal by transfer knows, after a while they cancel and it gives me validation I open the document in the chat and it tells me to send the photo in front and behind the ID to an email and I send it the photo of the ID and debit card just in case and I try to withdraw with the previous method of mastercard and alternative visa and It doesn't let me validate the documents and I try to make a bet and it doesn't leave my account frozen and I talk to the technical service and they don't give me an answer at all thanks for answering me

And the account is frozen I have no idea I tell the chat guy and he tells me that he can't tell me anything that the technical team will know and they will give me an answer they have frozen my account I don't know why it is the strangest thing Since I have everything in order, I have sent my ID to you, even if necessary, I will take a selfie photo with my ID, I do not understand it, they have not given me the reason why my account is frozen.

Hello good, I just received an email that makes me look embarrassed after sending selfies with my ID with the email open next to thousands of things that have asked me a very embarrassing

ood Day. We are bringing to your notice that we made a decision to stop any collaboration with you (closing your gaming account) on the basis of Terms and Conditions of the Company:

Should you commit fraud in respect to the Company, such as:

- abusing bonus offers or other promotions

- using unfair external factors and/or means of influence (commonly known as cheating)

- taking unfair advantage (exploiting faults, defects, or errors in the software)

- opening any duplicate accounts (multiple accounts)

- using automated betting software or analytical systems

- engaging in fraudulent use of chargebacks and rakebacks

- using stolen, copied, or otherwise unauthorised credit or debit cards as a source of funds

- colluding with other persons for the purpose of gaining an unfair advantage through the use of bonus offers or other promotions offered by us

- attempting to register an account using false or incorrect information

any actual or attempted actions by you which can be reasonably deemed by us to be illegal in any applicable jurisdiction, carried out by you intentionally or with intent to deceive us and/or circumvent the restrictions prescribed by law, regardless of whether such action or attempted action will actually cause any loss or damage 

the Company reserves the right to stop such fraudulent actions by canceling bets; closing your account with a refund; and informing the relevant law enforcement authorities of the fraudulent actions.

In the circumstances mentioned in paragraph 7, customers’ account balances shall be refunded after an investigation has been concluded. The balance shall be calculated excluding any unfair profits generated.

The decision was made after rigorous investigation of the case by The Security Department.

We ask you not to create gaming accounts with The Company.

Due to the fact that your actions have been recognized as flagrant violation of The T&Cs of our Company, the decision of stopping any cooperation with you was final and not subject to further appeal. 

All further questions concerning the case of blocking from your side will be ignored.

You can withdraw the deposited sum only.

Esto me an escrito y me dejan los 45 euros que inverti en su pagina y solo e apostado apuestas en directo y llevo toda mi vida perdiendo y para una vez... Que gano me dice que e echo trampa o algo asin e entendido

I asked him to specify the reason why there are several and they don't give it to me and my account is in my name and ID sent him a selfie photo of with my ID in hand the photo of the debit card that is in my name too a receipt from my bank, also a photo with the ID in one hand and the cell phone in the other with your open mail so they can see that it's me making a friend from another cell phone and everything is ok!!!!! They have me black let's go!!!! That they are going to keep my money for the face that happened uncle

But the funniest thing is that on that page I invested a total of 45 euros because that's what comes out in my account, okay, but I can't even withdraw them hahahahaha they keep the 1200 that I earned and even the 45 that I invested hahahaha this is not It can stay that way, please, I need your help to be able to collect my winnings, which is money and I always lose shit everywhere and for once what I win...

I try to send you the photos of my ID and selfies and my card so you can see that everything is ok!!! But it doesn't charge me

Because of the kyc I don't think I did it there and what I did play is bet on tennis live on the players who were losing and I said they won the set or the entire match and they were losing and intertwined a series of matches that went well, nothing more luck bet on luck nothing more....

Thank you for your replies. Do I understand correctly that you made bets on live tennis only? Have you played any casino games at all (slots, roulette, blackjack, etc.)?

Nothing bets on live tennis, but luck to the one who was losing in high odds and they just came out...

Dear Antonio190310, unfortunately, we don't have a branch dealing with sports betting yet, but I can suggest three websites that do:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

I hope they will be able to help you with your issue. Please understand, we wouldn't be able to advise you correctly as we don't have enough insight on sports betting, and we wouldn't be able to judge competently all the pros and cons. Therefore, your complaint won't be published on our website.

I’m truly sorry we couldn’t be of more help.

Thank you for your understanding.

Best regards,

Veronika