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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

Hello Petra

My relationship with Spinbetter focused exclusively on sports betting.

It was with active money, never use a bonus.

I have had an open email thread with the security team since the beginning of December and I provided photos of my ID, a selfie next to the email thread, then a screenshot of a recurring direct debit expense and later a screenshot from the bank.

As soon as they accepted one verification document, they asked for another, or for me to combine two of the previous ones. This week, as a way to reactivate the case, I sent a bank ownership certificate in PDF format, but the response has been the same: they still need a bill and bank statement.

They remain entrenched in the same position and do not provide personalized support, seeking to wear them down.

I have all the evidence in the email thread; if you provide me with an email address, I could forward the thread to you.

All the best

Buenas Petra

Mi relación con Spinbetter se centró exclusivamente en apuestas deportivas.

Fue con dinero activo, no utilice bono nunca.

Tengo hilo de correos abierto con el equipo de security desde principios de diciembre y aporte las fotos del DNI, un selfie junto al hilo de correos, luego screenshot de un gasto recurrente domiciliado y posteriormente un screenshot del banco.

A medida que me aceptaban una prueba de verificación, me pedían otra o que unificará dos de las anteriores. He mandado esta semana a modo de reactivación del caso un certificado de titularidad del banco en PDF, pero la respuesta ha sido mantenerse en que necesitan un bill y bank statement.

Siguen enrocados en lo mismo y no facilitan soporte personalizado buscando el desgaste

Todas las pruebas las tengo en el hilo de mail, si me facilitas un correo podría reenviarle el hilo

Un saludo

Thank you for your reply and for providing the previous details, Ignacio94.

• Have you received any specific reasons for the delays or requests for additional documents aside from proof of address?

Would you be willing to forward the email thread and any relevant communication to petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Good afternoon

I have sent an email to the provided email address attaching the email thread as well as the procedure they used, which you can see in the email thread.

As I explained in the email when I provided the requested document, they either asked for an additional one or made it difficult for me to repeat the process, with, in my opinion, a clear intention to delay the process.

Please confirm that you have received the email I sent to your address: petra.h@casino.guru

Thank you and best regards

Buenas tardes

He enviado un correo al email facilitado adjuntando el hilo de correos así como el procedimiento que han utilizado y que puede apreciar en el hilo de correos.

Como explico en el correo cuando proporcionaba el documento pedido, o pedían uno adicional o le ponían pegas para que repitiese el proceso, con, en mi opinion, una clara intención de dilatar el proceso

Por favor, confírmame que ha recibido el correo que le he enviado a su dirección:  petra.h@casino.guru

Gracias y un saludo

Dear Ignacio94

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 Samuel (samuel.s@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,

Petra

Dear Ignacio94,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from SpinBetter Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear SpinBetter Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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

Dear Ignacio94,

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,

Samuel