SpinBetter Casino - Player's winnings missing from the account.

So, I was playing on this casino called SpinBetter and I won about 2750€. When I tried to withdraw the funds, I encountered an error. I immediately contacted their support chat, and they provided me with instructions on how to prevent the error from happening again. However, when I logged back into my account, I discovered that my balance was empty, and the 2750€ had disappeared. I reached out to the support chat again, but they were not willing to assist me. They contacted their specialist, who claimed that I had played the funds, which is not true. I have been trying to resolve this issue, but they keep insisting that I played through the funds, even though they cannot demonstrate any activity after my withdrawal request. I know for certain that I did not play after the withdrawal request. I have had problems before with this casino but i didnt think they would go this far to just avoid paying for me.In attachments is some pictures from the live chat

Dear Clouder,

Thank you very much for submitting your complaint. 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 accumulated your winnings with or without an active bonus? Could you please post a screenshot of your withdrawal history here?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I had no active bonuses here is picture from my money transfer history. I got the winnings with that deposit of 250€

Thank you very much, Clouder, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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 Clouder,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite SpinBetter Casino to join the conversation and contribute to the resolution of this complaint.

Dear Clouder,

Thank you for reaching out. We sincerely regret the issues you've encountered with your gaming activity. However, in order to address your situation, we need to provide you with more detailed information about your gameplay and transactions which we can not display here.

Please contact us via email at claims@spinbetter.com, where our specialists can provide you with logs of your gaming activity. This will allow you to ensure that your funds were indeed used for gaming and did not disappear. We are ready to assist you in resolving this situation and finding the best solution.

Thank you for your understanding and patience. We aim to provide our players with a fair and satisfying gaming environment, and your feedback is crucial to us.

Best regards,

Player Support, SpinBetter.com

Okay and is there reason why did not mention about this earlier. Even though my lawyer contacted you via email. Or is there reason why you are ignoring my and my lawyer messages?

HI all,

Thank you for your replies.

Dear Clouder,

Please keep me updated.

Hi!

I got email from them and it had file of my bets.

But i did not do place bets so either they just made them up to avoid paying for me or somebody else did it on my account. But that is not possible because they would need to verify their login with my phone number and the activation code. So what should i do?

But I also find it odd. That they did not want to help or send my bet history to me when i had tried to contact them before. And now when i made this complaint they just spawn with my bet history with very very odd bets to save their reputation.

And now i just found out that the bet times on their bookmark are all wrong. Because i contacted them 23.15 that my account balance is gone. But their bookmark shows that i had lost the money after that.

Dear Clouder

According to our data your account is safe and no one has any access to it. Including the casino staff.

Which is impossible due to the security measures we are implementing for your safety. 

To get access to your account either the physical mobile phone or access to your email is needed - which no one surely has except for you. Also according to the history of logins the location was not changed - and remained yours usual location.

We have provided you with your gaming log stated in GMT+3 time.

Unfortunately according to your log the money you won were used by you for further playing and unfortunately they were lost. 

You can address your manager via romanvip@spinbetter.com to get a bonus for your losses. 

Best Regards

SpinBetter support team

But the gaming log is full bull shit the times does not match up with my contacting times. As you can see from the pictures. I contacted about my empty account 23.21 and your gaming log shows that i lost the money after that.

Hi all,

Thank you for your replies.

Dear SpinBetter Casino team,

Could you please forward Clouder's player log (history of logins) and game history to my email address (peter.m@casino.guru)?

I looked more into the gaming logs and now i see that times match up with contacting times.

But i did not place those bets.

I wanted to take the money out from your casino and faced issues while doing that. So why would i go back to lose the money that i wanted to take out.

SpinBetter could you please provide my support chat message history to me via email.

I have been investigating this more and readed many complaints about your casino from different websites. And there has been many complaints with the issues while withdrawalling and the players always say this "seems like the casino do not want You to win more than You deposited.

In my case i think there is behind the same issue that you didnt want to me withdrawal more money than i deposited. But you dragged this thing to the another level and you marked bets to your gaming log to just avoid paying me. So i demand that the money will get returned to my account asap.

Dear Clouder

Your gaming logs and the login logs were sent to the administration via peter.m@casino.guru after receiving your confirmation to share this data.

Now we are waiting for the regulator to check it.

Best Regards

SpinBetter Team

SpinBetter, Could you provide me the things what i asked you via email.

Thank you SpinBetter Casino team for the evidence.

Dear Clouder,

I've looked at the evidence and here's what I found: The player's log wasn't very helpful because it shows log-ins in your account on 16.10.2023 and then 24.10.2023 and nothing between which isn't very helpful since the issue occurred on 18.10.2023 after 23:40. However, you confirmed in the chat that you played on that day. I reviewed the game history and didn't really find anything suspicious. The same game was played after 23:40 with very similar bets until the balance reached zero. I'm not convinced if we can prove that this wasn't you.

What we can do then? Because i would want to solve this sitsuation without going to court.

And how the player log does not show any logins between.

But the thing is that i tried to withdrawal and they did not let me do that and then my money is just gone. Isnt that suspicious enough and taking look into that fact that many others have had same problems while withdrawaling more than they have depositted.

Dear Clouder,

I'm afraid, so far, we don't have enough evidence to assume that the money was spent without you playing.

Dear SpinBetter Casino team,

Could you please explain Clouder's log-ins because they don't make much sense to me? Do you have the exact times when Clouder was online and logged in to the casino?

Please SpinBetter Casino try to get us fast answers to solve this problem asap. Because i would want to solve this case here and the way that everyone would be satisfied. So we could avoid the futher actions from my side. Thank you

Dear all

We have sent the requested files, including the extended log of casino logins, to the regulator's email at peter.m@casino.guru.

We hope that the administration will promptly review the provided information and make a decision regarding your complaint.

If you have any further questions or need additional assistance, feel free to let us know.

Thank you for your patience!

Best Regards

SpinBetter Team

Thank you SpinBetter casino team for the extended log of casino logins.

Dear Clouder,

Unfortunately, I haven't found any inconsistencies in the available data. The same game was played after 23:40 with very similar bets until the balance dropped to zero. You obviously played in the casino on that day and nothing suggests that it wasn't you playing so I'm afraid your complaint will be rejected. If you disagree with our decision, please turn to the casino's licensing authority (certria@gaminglicences.com). I wish I could be of more help.

Best regards,

Peter