The player from Germany, with a balance of €381.71, was banned from all casino games and betting on Spinbetter without explanation and faced denial of withdrawal attempts via multiple methods. Even after suggesting the use of Skrill for withdrawal, the player encountered 'Authentication problems' and received no response from support. The Complaints Team maintained the complaint open until the player confirmed a successful withdrawal, but due to the lack of response from the player, the complaint was ultimately rejected.
SpinBetter Casino - Player's withdrawals are blocked and banned from games.
Amount: €380
SpinBetter Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
Public
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5 months ago
Translation
A few days ago, I deposited €300.00 and have since played up to an amount of €381.71 (current account balance).
Suddenly, I was banned from all types of casino games and sports betting on spinbetter without any explanation. When I inquired with support, they refused to give me an answer.
As a result, I requested a withdrawal of the balance of €381.71 initially via MasterCard – the withdrawal was denied. I then tried via bank transfer – denied.
Both of the aforementioned withdrawal methods are now suddenly blocked and greyed out.
Upon further inquiry with support, they told me to use a different withdrawal method (e.g., Skrill). I was instructed to make a deposit via Skrill so that the deposit method could be used to process the withdrawal. However, I’m now unable to make any deposits with the message "Authentication problems." I then contacted live support as well as the withdrawal department multiple times – no response – I am being ignored.
Automatic translation:
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4 months ago
Dear schne275,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.
- Have you made any successful withdrawals before?
- Do I understand correctly that no deposit methods are available?
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 in advance for your reply.
Best regards,
Kristina
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4 months ago
Translation
Good morning dear Kristina,
First of all, thank you very much for your answer and your response to my request.
To answer your questions:
- I have not yet made a successful withdrawal
- There are many withdrawal methods available, but each one is rejected as soon as I request a withdrawal. I was told that I could only withdraw using the method I previously deposited with (bank transfer). When I did this, it was rejected and bank transfer was blocked/greyed out as a withdrawal method. I then tried using MasterCard, same problem as with the bank transfer. I therefore opened an account with Skrill to deposit with spinbetter, but I can no longer deposit at all due to the above error message. Since then, despite multiple attempts to contact them by email and live support, I have not received any replies.
Automatic translation:
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4 months ago
Dear schne275,
We have reviewed your issue and found that your payment manager is working with you to resolve the matter. You are currently receiving the necessary information, and any difficulties in the withdrawal process are being corrected and resolved by our specialists based on your dialogue.
Your withdrawal will be successful in the near future. Please continue to cooperate with the payment
department.
Best regards,
Spinbetter Support Team
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4 months ago
Hello everyone,
Thank you both for your replies.
schne275, I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
