SpinBetter Casino— player complaints: 15 in English

The player from Brazil had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn’t been obtained up to that day. We explained that withdrawals could take several days or weeks and advised him to wait at least 14 days while completing any KYC checks and cooperating with the casino. He then asked us to submit the complaint to the casino right away, but we closed the complaint in accordance with his explicit request.The player from Brazil had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn’t been obtained up to that day. We explained that withdrawals could take several days or weeks and advised him to wait at least 14 days while completing any KYC checks and cooperating with the casino. He then asked us to submit the complaint to the casino right away, but we closed the complaint in accordance with his explicit request. Written by JeanCasino Analyst & Complaint Specialist Submitted: 22 Sep 2026 | Closed : 23 Sep 2026Automatic translation:

The player from Latvia has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet.The player from Latvia has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. Written by JeanCasino Analyst & Complaint Specialist Submitted: 19 Sep 2026 Automatic translation:

The player from Spain faced issues with withdrawing €1000 after depositing €75, €75, and €80 at the casino. Despite successfully submitting the required documentation for verification, he received a message stating that the verification had failed and claimed support was unresponsive and unhelpful. We asked for details about the documents provided and the timing of the last submission, and the complaint was later marked as resolved by the player. The case was then closed as resolved in our system.The player from Spain faced issues with withdrawing €1000 after depositing €75, €75, and €80 at the casino. Despite successfully submitting the required documentation for verification, he received a message stating that the verification had failed and claimed support was unresponsive and unhelpful. We asked for details about the documents provided and the timing of the last submission, and the complaint was later marked as resolved by the player. The case was then closed as resolved in our system. Written by AttilaComplaint Specialist Submitted: 07 Sep 2026 | Resolved : 08 Sep 2026Automatic translation:

Reason: Amount not credited I made a €30 deposit to SpinBetter Casino on August 25th, but the funds never reached my player account. The deposit has been missing for nine days now. I have contacted support chat at least five times regarding this matter, but I am just being given conflicting advice. I have been told three times to send an email to proces­sin­g-e­n@s­pin­bet­ter.fi; I have done so twice and provided the payment details for the deposit.The third time I was asked to send the details via email, I was told that every new contact puts me at the back of the queue. I then sent a new message using the contact form, explaining the situation and stating that I want my deposit refunded to the original payment method—my bank. After such a bad experience, I have no desire to play at this casino. I just want my deposit back. No one seems to know what happened to the deposit; I am simply asked to be patient. I feel that nine days is an unreasonable amount of time to wait without any status update. I haven't received any information regarding my deposit in nine days.Handling the matter feels imposs­ibl­e.T­her­efore, I am asking for help to get my deposit back. --- Ответы в треде --- AskGamblers • Support Team 3 weeks ago Dear @Mirellamaria98,Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.Thanks in advance for your cooperation. SpinBetter Casino • Representative 3 weeks ago Dear AskGamblers Team, Thank you for your message. Following the player’s report regarding issues with receiving authentication SMS, we have already attempted to clarify the situation on two separate occasions by requesting precise information about the type of authentication involved (SMS code, email verification, or 2FA application). As can be seen in our previous requests, the exact nature of the “authentication message” was not specified, which is essential for any technical investigation and escalation to the relevant department . At this stage, we have not received any clarification from the player for over three days. Due to the absence of this key information, we are currently unable to proceed with a technical investigation or identify the root cause of the reported issue. For transparency, we can confirm that we have reviewed the player’s account activity, including logins, bets, and general account usage during the relevant period. No additional operational issues have been identified on our side during this timeframe. We remain fully available to continue the investigation immediately once the player provides clarification regarding the exact authentication method and the nature of the issue. Kind regards, SpinBetter Team SpinBetter Casino • Representative 3 weeks ago Dear @Mirella / AskGamblers Team, Thank you for your message. We would like to kindly ask for clarification regarding your latest statement. Could you please specify which exact authentication method you are referring to in your message? In particular, we need to understand: whether the issue is related to SMS verification code, email verification link, Google Authenticator / 2FA application code, or another type of security confirmation. At the moment, we are unable to proceed with the technical investigation as the reference to the “authentication message” is not clearly defined. Once we receive this clarification, we will immediately escalate the case to the relevant technical department for further review and provide an update. Thank you in advance for your cooperation. Kind regards, SpinBetter Team SpinBetter Casino • Representative 3 weeks ago Dear Mirella, Thank you for your message. We would like to clarify that, according to our internal payment policy and terms, in such cases the funds are always returned to the original player account from which the withdrawal request was initiated. The player is then able to proceed with the withdrawal independently using an available and verified payment method. This is a standard procedure applied for all transactions in order to ensure security and compliance requirements. Regarding the current issue, we understand your concern about the withdrawal confirmation process. If you are not receiving the authentication message (SMS or authenticator code), this may be related to your mobile operator, device settings, or delivery limitations from the payment provider side. We kindly ask you to check: whether SMS messages from short numbers are not blocked whether your device has stable network reception whether any spam/filter settings are active or alternatively try a different verification method if available in your account If the issue persists, please contact us again so we can escalate it to the relevant technical department for further investigation. Kind regards, SpinBetter Team

The player from Italy has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet.The player from Italy has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. Written by JeanCasino Analyst & Complaint Specialist Submitted: 19 Aug 2026 Automatic translation:

The player from Spain reported that SpinBetter had closed his account and withheld €549.16 after he had completed all required verifications. He requested either the payment of his withheld funds or a justified explanation for the confiscation. We reviewed the casino’s evidence and found that multiple accounts had been used on the same device, which was prohibited by the Terms and Conditions. Based on this, we considered the account closure and removal of the winnings justified, so the complaint was rejected.

The player from Austria is facing difficulties with document verification required for withdrawing his funds. Despite submitting numerous original documents as requested, the casino claims they are not originals and has provided vague responses. He is frustrated by their refusal to engage further.

The player from Latvia has had his account blocked on the same day he made a €1500 deposit at Spinbetter. Despite submitting all requested documents, including an official transaction statement, the casino has not verified his account.

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The player from Bulgaria had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. We explained that withdrawals could take time due to KYC checks or processing delays and asked him to wait at least 14 days, but he did not respond to our follow-up messages. As a result, the complaint was closed for now due to lack of communication from his side.

The player from Poland, a VIP at Spinbetter casino, was denied a Birthday Bonus despite fulfilling the required deposit conditions. After multiple attempts to resolve the issue through live chat and with her VIP manager, who remained unresponsive, she received a dismissive response claiming a software error while falsely stating she had opted out of bonuses. She sought the immediate crediting of her bonus and reported inadequate VIP support. We were unable to proceed with her complaint because she continued playing with the deposited funds before the bonus issue was resolved, so the gameplay was treated as accepted under the standard conditions. As a result, we rejected the complaint and could not request retroactive crediting of the bonus or compensation for any losses.

The player from Santa Fe had requested a withdrawal less than two weeks before submitting the complaint. Their money had not been received yet. The player had provided all requested KYC documents multiple times, including official bank statements, but the casino had repeatedly claimed some documents were invalid or altered, which caused withdrawal delays. The casino had stated that enhanced verification was triggered by a transaction threshold and required original bank statements in PDF format. Despite the player's full cooperation and evidence of previous successful withdrawals, the casino had maintained the hold pending compliant documentation. The complaint was ultimately marked as resolved after the player confirmed that the issue had been resolved.

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The player from Estonia faced issues withdrawing his winnings from SpinBetter as the system did not allow withdrawals back to his Apple Pay deposit and he encountered a technical error when attempting to withdraw to his card. Casino support suggested making a new deposit with a different payment method and completing the wagering requirements again, which he found unfair after already fulfilling them. The complaint was resolved after the player confirmed the issue had been addressed, though specific details of the resolution were not provided. The case was marked as resolved by the Complaints Team following the player's confirmation.

SpinBetter Account ID: 1434984751 Name: Albin Gustafsson Details about case: 1. Since 26 October, I have consistently tried to withdraw. 2. On 00:50, 27 October, my payment was denied with the following message: "Declined by operator (Payment processing error)". 3. I talked to customer support and was told "We regret to inform you that we are experiencing technical difficulties. Our specialists are already aware and working on the issue". This was also confirmed through email. 4. After this, the bank card withdrawal option (the method I used to deposit) had completely disappeared: 5. After a while, the option appeared again, but then it required me to verify my account in order to withdraw. However, the verification process did not allow me to submit either passport or driver's license as ID. Please see attached screenshots. 6. On 27 October, I sent an email with my documents in order to verify my account through email (after being recommended to do so when chatting with Customer Support). However, I got a reply saying my account "does not currently require verification". Still, I am unable to withdraw as it does require verification on the site -- the issue remains. 7. I keep being pushed around to different emails and say I will have to wait, but whenever I receive a reply it's either irrelevant (like the one above) or not helpful at all. Eventually, I am blocked by Customer Support when trying to receive updates or help that way. 8. All I ever wanted was to withdraw my balance. It's current on 6000+ euros, but I am unable to confirm the exact amount since my account was blocked due to concerns for "gambling addiction", although I have confirmed several times that I do not have a gambling addiction and what is causing issues for my mental health is their refusal to allow me to withdraw. SpinBetter are currently not replying to any of my emails Disputed amount: 6000$ Casino: SpinBetter Casino Case #: 3680