SpinBetter Casino - Player’s winnings haven’t been received yet.

Hi.

I used this casino like 2-3 months.

Never before I dont have any problem but today I try make a withdrawal request on amount 2700PLN and casino declined this transaction, in desxription was payment operator error (jeton wallet) I send message to jeton and jeton tell me about my account everything is ok, as wellness jeton website dont have any problem.

Casino always pay out money in 15 mins( e wallet)

But now, casino want pay out my money.

I make a deposit on amount 400pln, no bonuses no free spins etc.

Somebody can help me?

Sorry for my English, I hope u understand me.

Dear Mciepllyy,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, 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 casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi Kristina.

Unfortunatelly casino pay out money via jeton max 15 minutes but I received message from casino always if I try make a withdrawal request about my withdrawal is declined.

I write on live chat this casino, on live chat agent tell me about I must write message to security team, ok I doing this but security team send me message about I must write message on support, ok I write on support, support recived message about I must waiting but casino still declined my withdrawal and nobody want tell me why

I try around 8-9times make a withdrawal, when I make a request everything ok, after 15-20mins when I Come back on casino site I Got message about withdrawal declined, no reason why etc

Hahaha not believe.

Look on the screenshoots.

15mins before when I ask security team, then told me about withdrawal is approved, when I check and website not show me about is approved, Just still pending I send again message to security team and then told me about withdrawal in progress haha.

As well I received message from e wallet for confirmed about my e wallet account is full working

Somebody from staff of this casino is here?

Nobody cant give me answer, why security and support team liar about my withdrawal

Look, in previous screenshoot from email message casino send me message " withdrawal is approved" now send me new message about withdrawal is cancel

Whats going On

This casino want pay out my money

@Kristina can u help me?

You see, casino try cheat me, yesterday I try make a wihtdrawal request via jeton e wallet all tines was declined, I write email message then support and security team told me is jeton problem, and I must use other withdraw method, I added bank card and make next withdrawal request, when I ask support about my withdrawal I received email message about is approved (I added pics) and later send me next message about is canceled.

I cant make withdrawal, so for me casino try cheat me, I dont know why and I not know why you added 14days in my claim.

Look, now I received massage about I must lognout and log in again then make a withdrawal, ok I doing this.

Withdrawal declined.

I received message about I must write correct all details in withdrawal but I write correct all details!!!

Casino cheat me

Thank you for your reply, Mciepllyy. Have you made any successful withdrawals before? Do I understand correctly that you tried requesting a withdrawal via an alternative payment method but the request was declined again? Could you please post here a screenshot of your withdrawal history?

Have you accumulated your winnings with or without an active bonus?

Kristina Thanks for your replay.

Yeah, before everything working fine, every withdrawal was processed quickly and no problem before.

About this situation, I try make a withdrawal via jeton e wallet like normal (becouse I'm use online this e wallet)

I received message - payment declined.

I try again - 6-7times, still after few minutes I received message payment declined.

I write email message (support@spinbetter.com) I ask why now I Got the problem to pay out my money, support tell me always your withdrawal is pending, I Say Yes becouse I make next request, why still is declined, then agent tell me about I must send message to security team (security@spinbetter.com).

When I ask security team then told me our specjalista check this and? No answered.

I send again message, then send me about withdrawal is processed succesfull but when I check my account I się message - payment declined.

So, I write again message then told me sorry is our mistake your withdrawal is in process, I think wtf, my withdrawal is declined (you can check in previous my post - I added screenshoots)

1 time support team tell me - you can Try make a withdrawal via alternative payments, so I added card, make deposit play with this same amount like deposit then as well I try make a withdrawal request but now via card and? Payment declined

Anyway I write message if nobody not tell me why my withdrawal request is still declined I try make a posts on casino gambling forums, then support answered-our specjalista check this for you, and? Nothing.

So I make a complain on casino guru and send to security team and support screenshoot from this forum with my complain post.

After 5minutes I see my withdrawal was accepted.

At this moment casino pay out my money but I complete not understand this situation.

Nobody cant tell me why is any problem with my withdrawal.

Sorry for my English, I hope u understand everything.

Many thanks

Thank you very much, Mciepllyy, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi Mciepllyy,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear SpinBetter Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you specify why the player's withdrawal requests have been declined even after he tried another payment method?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Many thanks, at this moment all my problem is resolved but still I not onow why before casino declined my withdrawal and nobody from staff cant explain this for me.

When I send scrennshoots about I make a complain on casino guru then problem resolved.

Dear Mciepllyy, could you please specify what you mean exactly by resolved? Has your withdrawal request been finally processed by the casino or you even have received the money? Thank you.

Yeah, I mean casino approved my withdrawal after I send to support and security team email message where I added screenshoot about my complain on casino guru.

Before when I asking why still my withdrawal is declined nobody not answered, but when I send screenshoot - visible my complain on casino guru after maybe 10minutes maximum my withdrawal was approved and as well withdrawal via jeton working fine, haha.

Many thanks!

At this moment I received all of my money.

That's great to hear, Mciepllyy! I'm glad that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru