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Good morning,

I would like to open an official complaint against Spinbetter (mirror spinbetter3d.com) regarding a serious issue with the withdrawal of my funds.

I have made several deposits using my credit card, which is properly verified and linked to my bank account.

My account is fully verified (100% KYC).

Despite that:

- no banking method (card or SEPA transfer) appears in the withdrawal menu

- only cryptocurrencies appear, which I have never used to deposit

- cryptocurrency withdrawals are also blocked

- support asks me to make a new deposit with another method to "verify" a new withdrawal channel

This practice is, in my opinion, incorrect and does not comply with AML/KYC regulations, which require that withdrawals be made using the same method used for deposits.

I deposited by card, so the casino should offer me an equivalent withdrawal method (card or bank transfer).

Instead I am asked to deposit again to "unlock" an alternative method, which I find unacceptable.

I've already contacted support several times, but they keep repeating the same generic response without providing a concrete solution.

I therefore ask CasinoGuru to intervene to:

1. obtain immediate release of the withdrawal via card or bank transfer,

2. verify the correctness of the procedures adopted by Spinbetter,

3. ensure that the casino complies with regulations and does not require additional deposits to release withdrawals.

Thank you in advance for your support.

Best regards

Buongiorno,  

desidero aprire un reclamo ufficiale contro Spinbetter (mirror spinbetter3d.com) per un grave problema relativo al prelievo dei miei fondi.

Ho effettuato diversi depositi utilizzando la mia carta di credito, regolarmente verificata e collegata al mio conto bancario.  

Il mio account è completamente verificato (KYC al 100%).

Nonostante ciò:

- nel menu prelievi non compare alcun metodo bancario (carta o bonifico SEPA)  

- compaiono solo criptovalute, che non ho mai utilizzato per depositare  

- anche i prelievi in criptovaluta risultano bloccati  

- l’assistenza mi chiede di fare un nuovo deposito con un altro metodo per "verificare" un nuovo canale di prelievo

Questa pratica è, a mio avviso, scorretta e non conforme alle regole AML/KYC, che prevedono che il prelievo debba essere effettuato tramite lo stesso metodo utilizzato per il deposito.

Io ho depositato con carta, quindi il casinò dovrebbe offrirmi un metodo di prelievo equivalente (carta o bonifico).  

Invece mi viene richiesto di depositare nuovamente per "sbloccare" un metodo alternativo, cosa che considero inaccettabile.

Ho già contattato più volte l’assistenza, ma continuano a ripetere la stessa risposta generica senza fornire una soluzione concreta.

Chiedo quindi a CasinoGuru di intervenire per:

1. ottenere lo sblocco immediato del prelievo tramite carta o bonifico,  

2. verificare la correttezza delle procedure adottate da Spinbetter,  

3. garantire che il casinò rispetti le normative e non richieda ulteriori depositi per sbloccare i prelievi.

Grazie in anticipo per il vostro supporto.

Cordiali saluti

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Stay safe.

Dear oets912,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with SpinBetter Casino. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too; also, it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise which alternative methods you could use to make a verification deposit into the casino?
• Do you have a cryptocurrency wallet you could use for depositing and withdrawing?
• Have you made any successful withdrawals from this casino before?

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

Veronika

Dear oets912,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

During the withdrawal waiting period, the player used all available funds for gameplay. Afterwards, the player requested their account to be blocked via Support. Currently, there are no active withdrawal requests, and therefore no subject for a complaint.

The Payments Team provided all possible alternatives in a timely manner, but the player did not use them.

Dear SpinBetter Casino representative,

Thank you for reaching out and explaining the player's situation.

Since the player did not respond to our messages, inquiries, and a reminder, we must close this complaint as rejected.

Best regards,

Veronika

Casino.Guru