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I am filing this complaint against SpinBetter due to an unacceptable delay of more than 120 days in a €300 withdrawal.

The verification process began more than 4 months ago in the email thread Re: Funds Withdrawal [#8957426].

During this time, I have provided all the requested documents, including my identity document and an official Bank Ownership Certificate in PDF format with my IBAN and SWIFT codes.

Every time I submit a document, the security department requests a new one or sends automated responses to delay the process. They recently asked me for proof of address (utility bill/bank statement), which I have already sent. To make matters worse, I currently cannot access my player account, as it has been restricted while the casino holds my funds.

I have tried to resolve this through your claims department and followed the instructions of your representative on Trustpilot, but the money has still not been released. I request CasinoGuru's mediation to unblock my account and process my payment of approximately €300 immediately. I have all emails and the verification thread ID as proof of this unjustified delay.

I have attached the last document provided and ignored. Please provide me with an email address so I can forward the entire thread to you, including the one with security @spinbetter, where they respond as if I were a bot.

Presento esta queja contra SpinBetter debido a un retraso inaceptable de más de 120 días en un retiro de 300€.

El proceso de verificación comenzó hace más de 4 meses en el hilo de correos Re: Estracción de Fondos [#8957426].

Durante este tiempo, he proporcionado todos los documentos solicitados, incluyendo mi documento de identidad y un Certificado de Titularidad Bancaria oficial en PDF con mis códigos IBAN y SWIFT.

Cada vez que envío un documento, el departamento de seguridad solicita uno nuevo o envía respuestas automáticas para dilatar el proceso. Recientemente me pidieron una prueba de domicilio (factura de servicios/extracto bancario), la cual ya he enviado. Para empeorar la situación, actualmente no puedo acceder a mi cuenta de jugador, ya que ha sido restringida mientras el casino retiene mis fondos.

He intentado resolver esto a través de su departamento de reclamaciones ('claims') y he seguido las instrucciones de su representante en Trustpilot, pero el dinero sigue sin ser liberado. Solicito la mediación de CasinoGuru para desbloquear mi cuenta y procesar mi pago de unos 300€ de inmediato. Dispongo de todos los correos electrónicos y el ID del hilo de verificación como prueba de este retraso injustificado."

He adjuntado el último documento facilitado e ignorado, indíquenme un correo para poder reenviarles el hilo completo con security @spinbetter, donde contestan como si fuese un bot

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Dear Ignacio94,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Can you confirm the details of the documents you submitted, including the dates and the method of submission?
• Have you provided all the required documents as soon as possible and in the correct format?
• Did you accumulate 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