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.

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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.