SpinBetter Casino - Player's withdrawal is delayed due to account verification issues.

Dear,

I play on this casino and win 700 EUR. I try to make a withdrawal but for make a withdrawal I must confirm my email adress but there is a problem with the email icloud. I ask to change my email adress to .gmail.com. Since this requests, the team "block" don't stop to ask me proof of my identity and other question. I send all proof but without resolution. I make for 1750 EUR of deposit in 2 weeks. Now I win, all IS done to not pay the gains. For each question, I must wait 5 days to have feedback. And for each feedback, an another request ! When Can I make a withdrawal ? I'm a honnest player. Best Regards

Dear alainschabel,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with the online casino.

To assist you effectively, could you please provide us with some additional information? Specifically, we’d like to know:

• When did you initially request to change your email address from iCloud to Gmail?
• Can you confirm the dates when you submitted proof of your identity and any other documents requested by the casino's team?
• Have you received any specific reasons from the casino's team regarding the delay in processing your withdrawal, apart from the email address change issue?

Additionally, if you have any relevant communication, please feel free to forward it to petronela.k@casino.guru for our reference.

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,

Petronela

Hello Petronela,

My first contact with the support and team "Block" of Spinbetter date of 14/04/2024 :

"Dear User,

The bookmaker reserves the right to refuse to accept a bet from any individual without giving a reason.

You have registered several gaming accounts on our website. Your accounts must be merged.

We kindly ask you to provide us with a screenshot of the confirmation message that proves a deposit transaction to your gaming account № ***6761. The payment confirmation should include the date of the payment, the date when the funds were debited, the amount, and the transaction ID. The message must be sent by your payment provider. Kindly note that screenshots made in the Transaction History section of our website are not accepted."

At first glance, I would have a second account at this casino but I don't remember this account. So I provided all the information to merge these 2 accounts. I sent a double-sided copy of my identity, a selphie with a document asking to change my icloud to gmail address. Proof of address, proof of debit from my account, proof of cashlib. I gave them everything. For each contact, you have to wait 5 days to receive a return with other requests each time.

For me it is unacceptable to be able to make deposits for 1750 eur without being able to make a withdrawal of 700 eur. I no longer know what I have to do to prove my identity, my email address in order to be able to make a withdrawal.

Thank you for your help.

Dear, please find the feedback of the "block team" :

Dear User,

We kindly ask you to provide us with a screenshot of the confirmation message that proves a deposit transaction to your gaming account № **6761*. The payment confirmation should include the date of the payment, the date when the funds were debited, the amount, and the transaction ID. The message must be sent by your payment provider. Kindly note that screenshots made in the Transaction History section of our website are not accepted.

My response :

Dear,

I already explain that I have no memory of opening this account. If I remember, I would have continued to play with this account. I have had enough of you coming back with this account that is unknown to me. Now this account is linked with my phone number or my email address gmail.com , I have the right to have this full account number in order to reset the account password and view the contents of this account. 

You always come back with this account, which is unknown to me. My account *****1805 was opened legally. if you refuse that I make a withdrawal, thanks to refund all my deposit (1750 eur) .It's stupid to deposit money without being able to withdraw !

Please respond to me as quickly as possible.

I sent you everything about me. Do you pay the winners?????

Dear alainschabel,

Thank you for reaching out and for your understanding in this matter.

We regret to inform you that your account has been suspended due to the detection of a violation regarding the creation of multiple accounts. In accordance with our policies, we are unable to accept further bets from this account.

However, we want to emphasize that your funds in the account are not blocked and are available for withdrawal. If you have any questions or need additional information, please contact our payment department at processing@spinbetter.com. Our team will be happy to assist you in resolving this matter and provide the necessary support.

Once again, we apologize for any inconvenience and appreciate your understanding.

Best regards,

The SpinBetter Support Team

---

Hi alainschabel,

If I understand correctly, your funds are available for withdrawal from the casino.

• Can you please confirm if you've contacted the payment department as suggested and if there have been any developments since then?

Thank you.

Dear,

I've contacted the support a new time and put the team of payement in copy without response. As long as I can't confirm my adress mail. Not possible to introduce a withdrawal. To confirm my email adress, you have to change m'y email adress a****ha@icloud.com to a******habel@gmail.com.

It's been 20 days that I am sent from one departement (support) to another (block) . I am always asked for the same evdence that I provide.

I don't know what to do to get my earnings

Which each answer, you have to wait 5 days for a response with another question each Time. I Wonder if this casino IS really serions.

Thanks for your help and feedback

Dear Petronela

I receive a new message of "block team" :

Dear User,

We kindly ask you to provide us with a screenshot of the confirmation message that proves a deposit transaction to your gaming account № *6761. The payment confirmation should include the date of the payment, the date when the funds were debited, the amount, and the transaction ID.

My response :

When will you understand that I don't remember this account number ? Do you read the emails I send you? I don't know this account ! I want to be able to make a withdrawal from the account 83****805 for which I made 1750 eur deposits.

Why do you need information from this account? Have you understood that this account is unknown to me!

You are laughing at me.

My balance of my account 83****805 is 714,31 honestly won! I want my winnings !

Stop to ask me in formation for the account *6761, I have no information on this account !

It's possible to have a real support !

Dear Petronela,

I am French speaking and I don't speak English well. When will they understand that I have no memory of account *6761 and that I opened my current account 832831805 in good faith.

This support puts me on edge because I have the impression that they are doing everything not to pay my winnings.

When will they actually help me?

Thank you for following.

Thank you very much, alainschabel, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you alainschabel for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SpinBetter Casino for their help in resolving this complaint. We would like to ask if it would be possible to change the player's email so they can withdraw their funds.

Thank you!

Dear Peter,

Thanks you to make this requests to the support of Spinbetter. I have already sent thème all the proofs without success.

Thanks you for your help

Hello, alainschabel

Since further bets are blocked for your account, there is no need to verify or merge them.

At this time, we recommend you do the following:

1. Contact our security team at security@spinbetter.com and verify your withdrawal method because the method you used to deposit is not available for withdrawal.

2. We recommend verifying a cryptocurrency wallet to speed up the process.

3. After verification, create a withdrawal request using the verified method.

That's all. Thank you.

Best regards,  

SpinBetter Support Team"

Dear Peter

THe support has resolved my problem and my withdrawal has been processed.

THank you for your help.

Much appreciated.

Dear alainschabel, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear,

I receive thé withdrawal.

You Can closed thé complaint.

Thanks you for your help. Have a nice weekend

Dear alainschabel,

I'm glad to hear 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,

Peter