SpinBetter Casino - Player's withdrawal requests are being rejected.

Dear wailben,

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 made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• 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

The worst betting experience and the worst website I've ever encountered in my life. I registered and played roulette at the casino roulette with $785. I won. When I tried to withdraw, the website rejected all my withdrawals without any reason and asked me for a security team to send pictures along with my email, passport, ID card, and deposit confirmation. Of course, I sent them all the documents they asked for. Afterward, they told me that I violated their terms and conditions. Of course, I couldn't believe it at first. How could I violate terms and conditions when I won at roulette? Can you believe it or was it just a coincidence? Up until now, I still can't believe that they easily confiscated my $785 winnings at the casino.

i play my real money no bonus

Thank you for your reply, wailben. Did the casino specify which rule you breached? 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.

I won $785 in roulette. They requested account verification. They asked for pictures with my ID, pictures with my passport, proof of deposit, and pictures with my ID and correspondence with support. I sent them all the required documents, but in the end, my account was banned with ridiculous excuses. Is winning in roulette considered a violation of the rules?

Do I understand correctly that this was the only explanation you received?

Yes, this is unfortunately my justification. I won at a casino roulette, and the site started making up unreasonable excuses not to pay my legitimate winnings from the roulette .

Thank you very much, wailben, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.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.  

Hello, wailben,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we will wait for the casino's response, can you please provide me with the information on whether you really submitted a complaint to the authority, and if so, how they decided?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear SpinBetter Casino team,

Could you please explain the player's situation in more detail? Why have his winnings been confiscated and the account closed?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

The casino informed him that he could withdraw only a deposited sum - can you be more specific about it? Was it done?

Feel free to send the necessary details and evidence to my email address (branislav.b@casino.guru).

Hello

I feel very frustrated because the casino spinbetter has not paid my small amount of $785. I will summarize all my steps on the site. I registered on the casino and completed the information. I deposited an amount of 801 USDT, which was converted to $785 on the site. I went to the casino section and bet $785 on roulette, choosing an odd number. I was lucky and won. I requested the withdrawal three times, and all were denied. Do these steps mean that I violated the terms? Does winning in roulette constitute a violation of the terms?

I have not yet filed a complaint with the regulatory authority. However, I hope the site will pay my winnings.

I am living in very difficult and harsh conditions. For months, I have been requesting the site to pay my money, which I won in a game. I need it. I am begging you, please help me.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear WAILBEN

We apologize for any inconvenience caused due to the delay in our internal risk system's operation. Unfortunately, in this situation, our system experienced a delay, and your winnings were deducted after the start of your game, rather than immediately upon registration, as is typically the case. If our system had acted promptly, you would not have been able to make a deposit and commence playing.

Please understand that we always strive to provide a fair and secure gaming environment for all our players, while adhering to all necessary standards and regulations. In this particular case, we are unable to accept bets from this player and are obliged to terminate our cooperation with them, refunding the entire deposited amount.

We would like to draw your attention to the terms and conditions that you agreed to during your registration with SpinBetter. Specifically, we would like to highlight the following clauses:

2.8 - The bookmaker shall be entitled to refuse bets from customers who fail to abide by these Rules. The bookmaker reserves the right to refuse to accept a bet of any type from any customer should they violate social standards of conduct and public order.

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

As well as clauses 2.30 and 2.32.

These terms allow the company to decline accepting bets from you without providing a specific reason. However, we have refunded your deposit in full. You have not incurred any losses.

Unfortunately, we are unable to accept bets from you in the future. Thank you for your patience.

Best regards,

SpinBetter Support Team

I just want to clarify that I registered on a website, made a deposit, and then staked normally in a casino roulette game. I got lucky and won. I just want to know where the problem is then. It's very silly. Even the complaint I submitted to AskGambler confirmed my legitimate winnings of $785. I am frustrated by the lack of any authority to protect players. I advise all players who see my complaint to stay away from this site and not to play on it. It is a scam.

https://www.askgamblers.com/casino-complaints/spinbetter-casino-each-tome-withdrawal-gets-rejected

I requested only the payment of my legitimate and legal winnings of $785. I am not asking for any of my bets to be accepted.

Thank you both for your replies.

Dear wailben,

A few important questions arose...

Since you have known about the casino's decision for a long time, you consider your winnings fully legitimate, and you were recommended by the AskGamblers team to submit a complaint to the regulator or ADR in early October 2023 (which you confirmed did not happen...), why you have not submitted a complaint directly to the regulator, which could have been the only way to solve your issue, please?

Since it makes no sense that you have not turned to the regulator, is there anything you have not told us about?

Is it possible you had another blocked/closed account at the casino before or have self-excluded yourself there with another account before?

Please note that even if the timer is set up for the casino, I will wait for your answers.

Dear SpinBetter Casino Team,

How could your "explanation" help us to understand what happened there? Where exactly can I find the applied rules you mentioned, please? Can you provide me a link to the casino's Terms and Conditions you referred to?

I cannot even find the rules you mentioned (2.30 and 2.32) in the casino's T&C at all, while the cited rules are under different points there. In addition, your explanation could be used against any regular player who won at SpinBetter Casino, without further clarification and supporting evidence. That does not seem to be correct or fair at all. For now, it looks like the user only took a risk and made a bet in the amount of his entire deposit in Roulette, was lucky and won, but the casino refused to pay him his legitimate winnings.

So, can you please finally provide us with a relevant explanation of the player's situation, and support it with relevant details and evidence?

What did he commit and why should the casino be unable to accept him as a player (accept his deposits/bets)? What were rules 2.30 and 2.32 about since it looks like you referred to the previous version of the casino's rules, which are not findable on the casino website anymore?

The casino has the right to refuse to accept any of the user's bets and/or close his account, but, the casino accepted his winning bet, and he won. So, if there are no other essential reasons for winnings confiscation, the casino should pay out the user's winnings in full.

Since the player can claim something and the truth could be somewhere else, only the casino can clarify the situation completely - please note if you fail to cooperate and provide the necessary clarification/details and supporting evidence, the complaint will be closed as unresolved.

If it suits you better, feel free to answer via email (branislav.b@casino.guru).

Thank you for understanding. Looking forward to hearing from you.

I had contacted the authority curacao and did not receive a response. I intend to send a new complaint to them.

I swear to you, I did not break any rules. Simply, roulette is a game of 100% luck. I bet on an odd number, and the probability of winning is only 49%. I tried to withdraw the balance, but it was denied, and they said I needed to verify my account. I sent all the documents. They canceled my legitimate and legal winnings. I beg you to pay my money. For months, I have been sending messages without any response.

Alright, wailben. Thank you for additional information. Let's wait for the casino's response.

Dear wailben,

The casino is ready to offer you an alternative solution to your issue. Please contact us at claims@spinbetter.com for a personal conversation with a manager.

Thank you.

Best regards,

Spinbetter Support Team

Dear Branislav Complaint Specialist

I have contacted the management of the site. I will inform you of their response. Thank you.

Dear wailben,

We have provided a response to your request in the email and are now awaiting your decision. Please inform us of your decision at your earliest convenience.

Best regards,

Support Team

Hello

Team spin better

I replied to your email .

I Waiting for your reply. Thank you for your time.

Thank you both for your replies.

Dear wailben,

Feel free to inform us about an update once you receive a response from the casino.

Dear team spinbetter

Dear sir Branislav

I received $400, but the remaining $385 should be paid to me. It is not acceptable to take advantage of my difficult financial situation to make me accept $400. You said I was late in filing a complaint and that the time has expired. I have all the evidence that I filed a complaint on 2023/10/10, and you did not respond to me. I have hundreds of messages sent to you without any reply. It has been 10 months of delay. Instead of the site paying me $785 plus moral compensation for the time and injustice I suffered, they paid me $400. The remaining $385 must be paid, and the complaint should be considered resolved.

The site paid my money 400 + 385. The complaint is considered resolved and the casino is considered to have paid my winnings despite more than 10 months.

Thanks sir Branislav

Thanks sir SpinBetter Casino Casino representative

Dear wailben,

We would like to inform you that the full amount of your winnings has now been paid out to your cryptocurrency wallet. The payout was made in two stages, and both have been completed.

This matter is now considered resolved.

Best regards,

Support Team

What great news, guys!

Thank you very much, SpinBetter Casino Team, for your help and cooperation, especially for your willingness to look into the matter and reconsider your decision.

Thank you, wailben, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Best regards,

Branislav, Casino.guru