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On 13. 8. 2026 I sent an email to the casino support requesting a permanent account blocking due to gambling addiction. The casino ignored my request, did not block the account and allowed me to continue depositing money. I made at least 3 more urgent requests via their online web form. They blocked the account only after repeated urgent requests at the end of August 31.8.2026. I demand a refund of all deposits made after 13. 8. 2026.

They do not respect the seriousness of gambling addiction and I consider this a serious problem for licensed casinos.

Dne 13. 8. 2026 jsem podpoře kasina odeslal e-mail se žádostí o trvalé zablokování účtu z důvodu závislosti na hraní (gambling addiction). Kasino moji žádost ignorovalo, účet nezablokovalo a umožnilo mi dále vkládat peníze. Učinil jsem minimálně další 3 urgence přes jejich online web form. Účet zablokovali až po opakovaných urgencích na konci srpna 31.8.2026. Požaduji vrácení všech vkladů učiněných po 13. 8. 2026.

Nerespektují vážnost závislosti na gamblingu a to považuji za závažný problém pro licencované kasína.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinBetter Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Could you please provide a more complete email of the relevant communication between you and the casino?
• After you informed the casino of your gambling issues, have you received any response, either automatic or structured, from a casino representative?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide, found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hello, the conversation with the casino took place on August 31, 2026 after several emergencies and the account was blocked, see screen. Today I received from block@spinbetter.com The answer is that they forwarded it to the relevant department. Otherwise, no other conversation took place from their side. Even when I wrote to the casino about my problems on 13.8, there was no response, not even after urgent requests via the web form. I mainly want my last 9 deposits in the total amount of $108 to be returned to me. Thank you for your help and response.

Dobrý den, konverzace s kasínem proběhla 31.8.2026 po několika urgencích a účet byl zablokován, viz. screen. Dnes mi přišla z block@spinbetter.com odpověď že to předali na příslušné oddělení. Jinak žádná jiná konverzace z jejich strany neproběhla. Ani když jsem 13.8 napsal kasínu o svých problémech, nepřišla žádná odpověď, ani po urgencích přes web formulář. Chci hlavně aby mi byly především vráceny mé poslední vklady 9x v celkové výši 108$. Děkuji za pomoc a odpověď.

Thanks for your patience and the updates provided.

• Did the casino complete its investigation regarding your self-exclusion requests since your last post?
• Have you received any conclusion regarding the refund of your deposits?

Please let me know.

Hello!

unfortunately nothing was replied back from them only previous message which I provided here before. From claims@spinnetter.com

They still not provided any conpensation, no reply.

Thank you for helping me.

Dear Grofikeee,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Grofikeee,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the SpinBetter Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a SpinBetter Casino representative to join this conversation and participate in resolving this complaint.

Dear SpinBetter Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Igor,

Thank you for your message and for bringing this case to our attention.

We would like to inform you that the matter regarding the player’s self-exclusion request has been forwarded to our Responsible Gambling / Account Blocking department for a detailed internal review.

At this stage, we are currently verifying:

the exact time of receipt of the player’s initial exclusion request

the processing timeline of the blocking procedure

the communication history between the player and our support team

and the reason for the delay between the initial request and account restriction activation

Once we receive a complete report from the responsible department, we will provide a full and detailed response with all relevant information and evidence.

At the moment, the case is under active investigation.

We appreciate your patience and will update you as soon as we have the final findings.

Kind regards,

SpinBetter Team

Dear SpinBetter Casino,

Thank you for your response and for informing us that you are reviewing this case.

Please reply when there is any update regarding this complaint.

Dear Igor,

Thank you for your message.

We would like to provide an update regarding the player’s self-exclusion case. The matter has been escalated to our Responsible Gambling and Account Blocking department for a full internal review in order to establish a complete and accurate timeline of events.

At this stage, we are verifying all relevant details including the exact time the initial email request was received, the registration and classification of the case within our system, the communication history between the player and our support team, and the reasons that led to the time gap between the initial request on 13.08.2026 and the account restriction applied on 31.08.2026. We are also reviewing the internal handling process to determine whether the request required additional clarification, whether any routing or processing delays occurred, and how the request was categorized at the time of receipt.

We would also like to note that a partial financial adjustment has already been processed internally for the relevant period, and this is also being taken into consideration as part of the overall review. The case remains under active investigation and we are consolidating all internal data to ensure a fully consistent and final position in line with Responsible Gambling procedures.

We will provide a complete response once the internal review is finalized, including all confirmed timestamps, processing details, and classification of the request.

Kind regards,

SpinBetter Team

Dear SpinBetter Casino,

As I mentioned in my previous message, thank you for informing us that you are reviewing this case.

If there is anything the player or I can assist you with, please let us know.

Also, please let us know if there are any updates regarding this complaint.

Thank you for the update. I understand that the partial financial adjustment has been processed internally as part of the ongoing review and will be included in the final position.

As my account is already blocked, I will await your final statement. I would just like to reiterate that my self-exclusion request on 13.08.2026 was clear, and I am expecting a full refund of all net deposits made between 13.08.2026 and 31.08.2026 once the investigation is complete.

Thank you for helping me and thanks to SpinBetter for update.

Dear Igor,

Thank you for your patience while we completed our internal review of this case.

We can now provide the confirmed results of the investigation.

The player's initial self-exclusion request was received on 13 August 2026 at 13:36. During our review, we established that the email had been automatically filtered into the Spam folder, which resulted in the request not being identified and processed at the time it was received.

The request was subsequently identified and processed on 31 August 2026, when the player's account was blocked.

Taking into account the delay between the receipt of the original self-exclusion request and the actual account restriction, we reviewed the player's account activity for the entire period from 13 August to 31 August 2026.

As a result of this review, we refunded the player's total net loss for this period, amounting to USD 63. The refunded amount has already been credited to the player's account balance.

Since the account is blocked, the player should contact our Account Blocking department at block@spinbetter.com in order to proceed with the withdrawal of the refunded funds.

Therefore, the financial adjustment covers the player's total confirmed loss during the period between the initial self-exclusion request and the eventual account restriction.

We acknowledge that the initial request was not processed within the expected timeframe because it had been filtered into Spam, and the refund was made taking this circumstance into account.

Kind regards,

SpinBetter Team

Hello!

Thank you for update. I just written email to block@spinbetter.com about sending compensation to my bank card.

When It will be processed I will mark this complaint as resolved.

Thank you again,

[redacted by Casino Guru]

Dear SpinBetter Casino,

The player has sent an email to the dedicated email address.

Please let us know once there is any update regarding this refund.

Dear Igor,

Thank you for your message.

We would like to inform you that we have today reiterated our request to the Responsible Gambling / Account Blocking department in order to expedite all remaining processes related to this case.

We are currently ensuring that the player’s follow-up communication regarding account unblocking and withdrawal of remaining funds is properly handled without further delays.

We will update you as soon as we receive any further information.

Kind regards,

SpinBetter Team

Dear SpinBetter Casino,

Thank you for your response and for informing us that you are actively resolving this complaint.

Please reply when there is any news to share regarding this case.