SpinBetter Casino - A conta do jogador foi encerrada enquanto aguarda verificação.

Have made a deposit to spinbetter on 23.06.2026 - 1500€. Made couple of casino bets and they have blocked my account same day. Since than they have requested plenty of documents, i have sent them everything they have asked for, but they still cannot verify my account. Last document that they dont accept is proof of payment from digital bank.i have provided them with an official transaction statement, but they still refuse to verify it.

You dont let me to upload communication with spinbetter. Can i send it via email?

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which games did you play at this casino before your account was blocked?
• Did you activate any bonus with your deposit?
• Could you please forward me the email you received from the casino after your account was blocked? My email address is veronika.f@casino.guru. Kindly include any other evidence that may be relevant to the investigation of your case as well.
• Which identity documents have you provided to the casino for the verification of your account so far?
• Has the casino explained why your transaction statement was not approved during the KYC verification process?

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

1. I just made couple plays on endorphina slots. My account was blocked very fast.

2.no

3.forwarded

4.identity document, proof of address, card transactions statement,etc

5.i asked them to explain why they decline document, but they still didnt explain

Thank you for your email. Could you please clarify whether you provided the casino with a bank statement for the payment card ending in **1865? From the conversations you sent me, it appears that the casino repeatedly requested this document, but I could not find any confirmation that you provided it.

If I overlooked it, please forward me the bank statement you sent to the casino for this card at veronika.f@casino.guru.

Have sent statement via email

Hello Nivanov,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for sending me the transaction statement.

Is there any way to download an official transaction statement directly from the Crypto.com app? Alternatively, are your transactions visible in the app so that you could record a video and send it to the casino to confirm ownership of the Visa card?

I believe the document you previously sent to the casino may have been rejected because the casino could not verify that it was an official document issued by Crypto.com.

From crypto.com app i can only upload .csv file with transactions visible, thats why i have requested .pdf file form supports team. I have provided them with original pdf file where all transactions are visible.

I have also made record of screen from crypto.com app and sent it to spinbetter.

5 weeks passed, but they still cannot verify my account, they do that on purpose.

Why are they not responding in this thread?

Dear Nivanov

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, Stefan (stefan.m@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,

Veronika

Dear Nivanov,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from SpinBetter Casino to join this conversation and assist in addressing the complaint.

Dear SpinBetter Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Casino Guru Team,

Thank you for your message.

We would like to inform you that we have escalated this case to our internal Security and Compliance Department for a full review.

At this stage, we are awaiting their detailed findings regarding the player’s account status, KYC verification process, and payment document assessment.

As soon as we receive the complete internal feedback, we will provide a full update and publish our official response in this complaint thread accordingly.

Thank you for your patience and understanding.

Best regards,

SpinBetter Team

Dear SpinBetter Casino,

Thank you for the update.

We understand that the case has been escalated to your Security and Compliance Department. We would appreciate it if you could provide the findings as soon as they become available.

In particular, please clarify the current status of the player's account, the outcome of the KYC review, and the reason for any issues or delays concerning the payment documents.

We will wait for your detailed response and any relevant evidence that can help us assess the situation.

Thank you for your cooperation.

Good day,

We would like to inform you that this situation is related to a standard enhanced review procedure triggered by a relatively large card deposit.

All required documents for verification have now been provided by the player, and the verification process has been successfully completed — the account is fully verified and has no restrictions in place.

The delay occurred because, during the initial review of the submitted bank statement, an incorrect version of the document was provided (in particular, the updated correction of personal details was missing), which required an additional request and further verification.

After receiving the correct version of the document, the process was completed and the account status has been fully normalised.

Thank you for your understanding.

Kind regards,

SpinBetter Team

Spinbetter is not telling truth. My account still remains suspended.

Dear SpinBetter Casino,

Thank you for your response and cooperation.

Could we kindly ask you to unlock the player's account and release the €1,500 deposit?

I look forward to your response.

Kind regards,

Dear Casino Guru Team,

Thank you for your message and for the opportunity to clarify the situation further.

We would like to confirm that we have already provided a response regarding this case. However, we additionally wish to inform you that the Security Department has completed a final review of the player’s account.

Based on the results of the enhanced verification procedure, the player has successfully passed full KYC verification, and all provided documents have been accepted without any further issues.

As a result, the player’s account has been fully restored and all restrictions have been lifted. The account is now active and operating without limitations.

We kindly consider the matter resolved from our side.

Thank you for your cooperation.

Kind regards,

SpinBetter Team

Why you are telling false information?

My account remains restricted.i can provide screenshot from my account with you, when there is a message that verification is not successfull.

Dear Casino Guru Team,

Thank you for your message and for the opportunity to further clarify the situation.

We would like to confirm the current status of this case.

As part of the standard enhanced verification procedure, the account went through additional KYC review stages due to the need to clarify certain details provided during the verification process.

After submission of the correct documentation, the initial verification was successfully completed and access to the account was restored.

Additionally, please note that in some cases the account status may temporarily appear as "under review" within the system until full synchronization across CRM and payment monitoring modules is completed. This is a technical status update process and does not indicate a renewed or ongoing verification.

At present, the account has no restrictions from the security system and is fully active and operational.

If the player still sees a different status in their interface, we recommend clearing cache or re-logging into the account, as status updates are applied gradually across different system layers.

Thank you for your understanding.

Kind regards,

SpinBetter Team

So when you will let me to use my funds on your website? In another couple months?

Dear Nivanov,

I hope this message finds you well.

Have you tried clearing your browser cache or logging out and back into your casino account? If the issue persists, please let us know, and we will do our best to resolve it as soon as possible.

I look forward to your response.

Yes, i tried everything. Nothing helps.

When i attempt to play slots, i receive message service error.

When i try to request withdrawal i receive message: verification failed.

I ask you to solve issue as soon as possible.

Dear SpinBetter Casino,

Thank you for the clarification.

As you can see from the player's latest response above, they have already tried clearing the cache and logging back into their account, but the issue persists. They are still unable to play slots due to a "service error" and receive a "verification failed" message when attempting to request a withdrawal.

Since you have confirmed that the account is fully verified, active, and has no restrictions, could you please investigate this issue with the relevant department and take the necessary steps to resolve it?

We would appreciate it if you could ensure that the player is able to access and use their account and, most importantly, withdraw their available funds.

Please let us know once the issue has been resolved.

Dear Casino Guru Team,

Thank you for your request.

We would like to provide clarification regarding the current status of the player’s verification and account access.

1. Verification status clarification

Following a recent internal review, the player’s account was previously marked as verified and temporarily released from restrictions.

However, during a subsequent compliance check triggered by the ongoing review of account activity and document consistency, the account was re-assigned to an additional verification stage.

This is a standard procedure applied when further confirmation of submitted financial documentation is required.

2. Outstanding verification requirement

At this stage, the Compliance Department has requested an additional supporting verification step:

A video verification of the bank statement process, showing:

full display of the document

clear visibility of the account holder’s full name

visible card/bank details where applicable

This request is part of enhanced AML/KYC compliance procedures.

3. Current status

The account remains in active verification status pending completion of the requested documentation.

Once the requested material is provided and successfully reviewed, the verification process will be finalized, and the account status will be updated accordingly.

4. Conclusion

To summarize:

The account was temporarily released after initial review

A subsequent compliance check required additional verification

The account is currently under enhanced verification pending missing documentation

No final verification completion can be confirmed until the requested material is submitted and approved

We remain available to proceed immediately once the required verification step is completed.

Kind regards,

SpinBetter Team

Dear Nivanov,

Thank you for your response and continued cooperation.

I understand how frustrating this situation must be, especially considering that the verification process appeared to have been completed previously. However, as clarified by the casino, your account has been placed under an additional verification review, and they are now requesting further documentation.

Could you please provide the casino with the requested video verification of the bank statement process, ensuring that the document is fully visible and that your full name and the relevant bank/card details can be clearly seen?

Once you have submitted the requested video, please let us know here so that we can follow up with the casino regarding the verification and access to your funds.

Thank you for your patience and cooperation.

I have sent them video of me getting card transactions statement.

There is no option to get pdf file directly from banking app, thats why i have sent them csv file.

I have also sent them video of an email, where banks agent sent me card transactions statement in pdf.

They have checked documents, but they still refused to verify my account.

If it will continue that way i will contact my bank and will raise complaint against spinbetter.

Dear SpinBetter Casino,

Thank you for your continued cooperation.

The player has confirmed that they provided a video showing the process of obtaining the card transaction statement, as well as the available supporting documentation.

Could you please clarify why the documentation provided by the player has not been accepted for verification?

In particular, we would appreciate it if you could specify exactly what is missing or insufficient in the submitted materials and what additional documentation or evidence the player needs to provide in order to successfully complete the verification process.

This clarification would help us avoid further unnecessary delays and provide the player with clear instructions on how to proceed.

Thank you in advance for your cooperation.

I look forward to your response.

Dear participants,

Thank you for the provided information regarding this case.

We have forwarded an additional request to the Security and Compliance Department for further clarification regarding the player’s account status, ongoing verification process, and the reasons for the current account state.

As soon as we receive an official response from the relevant department, we will publish the updated information in this thread.

Thank you for your understanding.

Kind regards,

SpinBetter Team

Dear SpinBetter Casino,

Thank you for your prompt response and for forwarding the matter to your Security and Compliance Department.

We will wait for their clarification. In particular, we would appreciate a detailed explanation as to why the documentation already submitted by the player was not sufficient to complete the verification process and, if anything further is required, exactly what the player needs to provide.

We hope this will allow the verification process to move forward without further unnecessary delays.

Thank you for your continued cooperation.

I look forward to your update.

Dear Casino Guru Team,

Thank you for your continued cooperation.

Following the latest internal review conducted by our Security and Compliance Department, we would like to provide an updated clarification regarding the player’s verification status and the reason for the current delay.

At this stage, the verification process has not yet been completed due to the fact that the player has not provided the required video evidence in the requested format. The previously submitted material cannot be accepted, as it does not meet the verification criteria specified by the Compliance Department.

In particular, the requested video must clearly demonstrate the full end-to-end process in a single continuous recording, including: logging into the application, downloading the official bank/card statement directly from the source, and opening the generated document in real time, with clear visibility of the account holder’s full name and the relevant card/banking details. This requirement is necessary to ensure the authenticity of the documentation and to exclude any possibility of manipulation or pre-prepared materials.

Additionally, we would like to clarify that previously provided links were not accepted, as the verification procedure requires direct recorded video evidence rather than external links or separate files. The player was informed of this requirement in advance.

At present, the account remains under enhanced verification status pending receipt and approval of the correctly formatted video evidence. Once the required material is provided and successfully verified, the review will be completed and the final decision regarding the account will be issued without delay.

We remain available to proceed immediately once the requested documentation is submitted in the required format.

Kind regards,

SpinBetter Team

Dear Nivanov,

Thank you for your continued cooperation.

The casino has now clarified the exact format required for the video verification.

Could you please follow their instructions and provide a single continuous video recording showing the entire process, including:

• logging into your banking application;
• downloading the official bank/card statement directly from the application;
• opening the downloaded document in real time;
• ensuring that your full name and the relevant card/banking details are clearly visible.

Please note that, according to the casino, external links, separate files, or separate recordings will not be sufficient for this verification.

Once you have submitted the requested video in the required format, please let us know here so that we can follow up with the casino regarding the outcome of the verification.

Thank you for your cooperation.

I look forward to your response.

Dear Stefan, as i already told them many times, i cannot download bank statement in pdf from banking app, there is no such option.

I can download only csv file. I have sent them video, where they can clearly see that.

Dear Nivanov,

Thank you for your response.

Unfortunately, a .csv file cannot be accepted for verification purposes, as this type of file can be edited and its authenticity cannot be reliably verified.

Could you please check whether there is another way to obtain an official bank statement in PDF format directly from your bank? This may be available through online banking, the mobile application, by contacting the bank's customer support, or by requesting the statement directly from a bank representative.

If your banking application does not provide an option to download the statement as a PDF, please contact your bank and ask whether they can issue or send you an official PDF bank statement.

Please let us know whether you are able to obtain the document in this format.

I look forward to your response.

On 27.08.2026 i have received bank statement in pdf from customer support via email and have sent this document to spinbetter right away, they have still declined this document.

There is no other option to get bank statement from crypto.com bank!!!

Thank you for your response.

Could you please resend the bank statement so that we can review it?

You can send the document directly to my email address at stefan.m@casino.guru.

Once I receive it, I will take a look and we can proceed accordingly.

Thank you for your cooperation.

I look forward to your response.

Have sent you an email.

Dear Nivanov,

Thank you for providing the document.

Could you also please provide us with the original email in .eml format containing the bank statement sent by Crypto.com?

Having the original email file will allow us to verify the authenticity and context of the document more reliably.

Thank you very much in advance for your cooperation.

I look forward to your response.

I have forwarded you an email from crypto.com supporter.

I dont know what means .eml format!

Dear SpinBetter Casino,

Could you please clarify why the bank statement provided by the player was rejected?

We have received a forwarded email from Crypto.com containing the bank statement, and based on our review, the document appears to be legitimate and unedited.

We would therefore appreciate it if you could explain what specifically is considered insufficient or unacceptable about the submitted document and whether any additional information is still required from the player.

Thank you in advance for your clarification and continued cooperation.

I look forward to your response.

Dear Casino Guru Team,

Thank you for your message.

We would like to inform you that we have already forwarded the case to our Anti-Fraud Department for an additional review, including the clarification regarding the submitted banking documents.

At the moment, we are awaiting their official feedback and findings.

As soon as we receive an update from the relevant department, we will provide a detailed response in this complaint thread.

Thank you for your patience and cooperation.

Kind regards,

SpinBetter Team

Dear SpinBetter Casino,

Thank you for your response and for forwarding the matter to your Anti-Fraud Department for further review.

We appreciate that the submitted banking documentation is now being reassessed. As this complaint has already been ongoing for an extended period of time, we kindly ask you to provide us with the outcome of the review as soon as possible.

In particular, we would appreciate a clear explanation of whether the bank statement provided by the player can be accepted and, if not, the specific reason for its rejection and what further documentation would be required.

Thank you for your continued cooperation.

I look forward to your update.

Dear Casino Guru Team,

Thank you for the provided information and for forwarding this case to the relevant department.

We would like to inform you that after a repeated review by our Anti-Fraud and Compliance Department, the player’s account has successfully passed the KYC verification process. All submitted documents have been reviewed and accepted without any further restrictions.

At the moment, the account is active, fully verified, and has no remaining security limitations.

We remain available to provide any additional clarification if required.

Kind regards,

SpinBetter Team

They have processed 500€ withdrawal, still 875€ remaining on account balance. They keep cancelling all other withdrawals.

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

Dear Nivanov,

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,

Stefan