SpinBetter Casino - Spillerens konto er blevet lukket uden forklaring.

Hi! I had an account on spinbetter that I played on. All of a sudden the account was closed and they refer to me having another account with them? How can you now start 2 accounts with the same information. Anyway I have been waiting for 48 hours now to reopen the account and have the opportunity to get my money paid out again. It is not a large amount, but the chat does not help me and they do not respond via email either. I would never have played at this casino if I knew what conditions they give their customers. Poor service overall and closed account without getting any feedback or the opportunity to get my money back that I have in the account.

Hej! Hade ett konto på spinbetter som jag spelade på. Helt plötsligt stängdes kontot ner och de hänvisar till att jag haft ett annat konto hos dem? Hur man nu kan starta 2 konton med samma uppgifter. Iaf jag har väntat i 48 timmar nu för att få återöppna kontot och få möjligheten att få mina pengar utbetalda igen. Det är ingen stor summa, men chatten hjälper mig inte och de svarar inte via mejl heller. Skulle aldrig spelat på detta kasino om jag visste vilka förutsättningar de ger sina kunder. Dålig service överlag och nedstängt konto utan att få någon återkoppling eller möjlighet att få tillbaka mina pengar som jag har på kontot.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear peterliindgren,

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 fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please confirm if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Petra

I don't think so. In that case, something went wrong somehow. I haven't been able to verify my account because the account is blocked and no one is answering my emails.

all the money I have won is without bonus..!

Det tror jag inte. Isåfall har det blivit fel på något sätt. Har inte klarat kyc eftersom kontot är blockat och det är ingen som svarar på mail.

alla pengar jag har vunnit är utan bonus..!

Day 4 without them responding to my emails now

Dag 4 utan att de svarat på mina mejl nu

Maybe it's my email that's wrong, I've had to make a new email and will try to get a response. Hope it goes better this time

Kanske att det är min mejl det är fel på, har fått göra ny mail och ska försöka få svar. Hoppas det går bättre denna gång

Thank you for your response and for sharing the previous details, peterliindgren.

• Could you please confirm whether you have not received any specific notification or explanation regarding the closure of your account?
• Additionally, could you please share any evidence or details regarding your attempts to communicate with the casino regarding another account?

You can send all the relevant documents to: petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

The explanation I received is that I have "duplicate accounts", one of which has been closed previously. Which I understand and accept that you shouldn't be able to have 2 accounts, but they have blocked me without direct contact, I have had to email and write on the chat for probably 1-3 hours but I really don't get any help.

Unfortunately I can't send proof as I haven't saved our chats, but I have sent about 10-12 emails. But no success yet even though I have now received a response and tried to meet their requirements regarding proof of deposit.

förklaringen jag fått är ju att jag har "dubbla konton" varav ett är stängt sen tidigare. Vilket jag förstår och accepterar att man ej ska kunna ha 2 konton, men de har blockat mig utan att direkt kontakta, jag har fått mejla och skriva på chatten säkert 1-3 timmar men jag får verkligen ingen hjälp.

tyvärr kan jag inte skicka med bevis då jag inte sparat våra chattar, men jag har skickat ca 10-12 mail. Men ingen framgång ännu även om jag nu fått ett svar och försökt möta deras krav angående bevis på insättning.

Unfortunately it doesn't feel like I'm going to get any help with my money. I email them and they respond now anyway which is good but every time I email them I get a task to do e.g.

*send passport/ID

* submit transaction proof from bank

* send print screen of paid amount

*send by bank card.

I feel like the process could go faster if they asked me for everything from the beginning, instead of asking for one thing at a time, + the response time is about 1 day between each email, so I'm starting to give up hope of seeing this money.

Känns tyvärr inte som jag kommer få hjälp med mina pengar. Jag mejlar de svarar nu iaf vilket är bra men varje gång jag mejlar dem får jag en uppgift att göra tex

*skicka in pass/id

* skicka in transaktions bevis från bank

* skicka in print screen på betalt belopp

*skicka in på bankkort.

känns som processen skulle kunna gå snabbare om dem bad mig om allt från början, istället för att be om en sak i taget, + att svarstiden är ca 1 dygn mellan varje mail, så jag börjar ge upp hoppet om att få se dessa pengar

Thank you for your reply and for providing the previous details, peterliindgren.

• Could you please clarify the situation regarding the two accounts? Was one of the accounts previously closed, and how are the two accounts related? I want to fully understand why your access was blocked.
• Additionally, could you please send me the communication you just received from the casino? You can send all the documents to: petra.h@casino.guru or post your screenshots directly to the thread.

Thank you again for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear peterliindgren,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra