The player from Germany faced issues with the casino regarding a phone number change, which prevented her from withdrawing her winnings. Despite being verified and submitting documents multiple times, she experienced delays and a lack of communication from customer support, including missing address details from her profile. The complaint was rejected due to the player's lack of response to the team's inquiries, which hindered further investigation into her issue.
SpinBetter Casino - Player's withdrawal is delayed.
Amount: €454
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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3 months ago
Translation
Previously, I had an issue with the casino when I sent them all the necessary documents several times, but they did not pay out my money until I involved you. A few weeks ago, I informed customer service to change my number because I have a new one; they said they would take care of it. However, now I see that nothing has been done. I cannot withdraw my money just because of my phone number, even though I am verified 🤬. The customer service representative wanted to compare my old and new numbers, which I provided multiple times. But suddenly, I am told to contact support via email. This is the same runaround I experienced before when they didn’t want to pay out my money despite having all the required documents. They would only respond after over 2 weeks each time with the same message. Now, my address isn't even listed in my profile anymore, whereas all my data was there before.
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2 months ago
Dear Miimii30,
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.
- Do I understand correctly that the casino hasn't changed your phone number yet?
- Have you received any explanation regarding the missing personal information?
- Did you accumulate your winnings with or without an active bonus?
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
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2 months ago
Translation
There are no errors in my data, she felt attacked because I said that her colleague had wanted to do it for a long time and I had asked for it without asking and suddenly she said she was not allowed to change it, only the support team could, which is complete nonsense. I have been verified for almost a year and have been able to deposit without any problems, that's always the way it is with them, as soon as you want to withdraw they make it difficult, I have already deposited so often and enough but there is always just drama when withdrawing, I don't get my money because I can't get a code sent to me by SMS, something like that must be possible by email too, I will involve my lawyer Knut, they are just fraud
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2 months ago
Translation
Before, everything said yours, why should I deposit money somewhere where my profile isn't complete and where I'm not verified, that makes no sense at all, if my data, address and everything Ni had been complete then when Casino Guru got involved because I hadn't gotten my money paid out, I wouldn't have received confirmation that I was actually verified, I had sent everything, it's apparently these scammers of employees who do that and want to have the money paid out themselves, in my case everything was 100% complete 😡😡😡😡😡
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2 months ago
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I deposited with my own money without a bonus I am entitled to my money
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2 months ago
Translation
Why was it rejected? Of course I answered everything 😡
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2 months ago
Thank you for your reply, Miimii30. Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
