SpinBetter Casino - A conta do jogador foi encerrada e os ganhos confiscados.

SpinBetter closed my account and withheld €549.16 of my balance after I completed all the requested verifications.

They did not tell me what specific operation or activity they considered irregular, they did not provide any evidence and they refused to answer any further questions about the case.

I request payment of the €549.16 withheld or, failing that, a specific and duly justified explanation of the confiscation.

SpinBetter cerró mi cuenta y retuvo 549,16 € de mi saldo después de que completara todas las verificaciones solicitadas.

No me indicaron qué operación o actividad concreta consideraban irregular, no aportaron ninguna prueba y se negaron a responder a más preguntas sobre el caso.

Solicito el pago de los 549,16 € retenidos o, en su defecto, una explicación concreta y debidamente justificada de la confiscación.

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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.

• Could you please specify which casino games you played?
• Did you accumulate your winnings with or without a bonus?
• Could you kindly provide more information regarding the casino’s questions about your relationship with another customer? Please forward me the complete email threads regarding the verification of your account, the additional questions you received, and any explanations provided by the casino as to why your account was subsequently closed. You can send them to me at veronika.f@casino.guru.

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

Hello Veronika,

I have already replied to your email and sent the requested information and screenshots.

Please let me know if you need anything else.

Kind regards,

Jorge

Dear shadowwapoo

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 shadowwapoo,

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 Guru Team,

Dear Player,

Thank you for your message.

We would like to inform you that the case has been forwarded to the relevant department for further investigation and review.

At this moment, we are awaiting feedback from the responsible team. As soon as we receive any updates or a final decision regarding this matter, both the Guru team and the player will be informed accordingly without delay.

We appreciate your patience and understanding while the investigation is in progress.

Kind regards,

SpinBetter Team

Dear SpinBetter Casino,

Thank you for your response and for your continued cooperation.

We appreciate the update. Please keep us informed regarding the progress of the investigation and let us know the outcome as soon as feedback from the relevant department becomes available.

We would appreciate it if the investigation could be completed as soon as possible.

I look forward to your response.

Dear Casino Guru Team,

Dear Player,

Thank you for your message.

We would like to provide a final clarification regarding this case.

Following a full account verification (KYC/AML procedure), the Security and Risk Department decided to terminate the business relationship with the player in accordance with our internal risk management policy.

As a result of this decision, the account balance was adjusted in line with the Terms and Conditions:

Total balance before closure: €749.78

Returned deposits: €200.62

Remaining amount of €549.16 represents winnings generated during gameplay and is not eligible for withdrawal following the risk-based decision to close the account.

We would like to clarify that all deposited funds were fully returned to the player, and only the winnings portion was removed in accordance with internal risk and compliance policy after the account review.

The player has already received the refunded amount, and account access has been permanently closed.

This decision is final and based on internal security assessment and identified risk indicators during the review process.

Kind regards,

SpinBetter Team

Dear SpinBetter Casino,

Thank you for your response and for the information provided.

Could you please provide us with additional details regarding this case? In particular, we would like to understand the reasons for the account closure and the circumstances that led to this decision.

You are welcome to provide the information here in the complaint thread or send it directly to my email address at stefan.m@casino.guru.

I look forward to your response.

Dear Casino Guru Team,

Dear Stefan,

Thank you for your message.

We would like to inform you that we have requested all necessary information and supporting materials from the relevant internal departments in order to provide a complete and verified response regarding this case.

Once all requested data is fully collected and validated, we will immediately forward the complete set of materials to the email address provided: stefan.m@casino.guru, as well as update the complaint thread accordingly.

We appreciate your patience and understanding.

Kind regards,

SpinBetter Team

Dear SpinBetter Casino,

Thank you for your response and for your continued cooperation.

We appreciate your willingness to provide the requested information. We will await the supporting materials and additional details from your internal departments.

Once the information has been collected and verified, please send it to stefan.m@casino.guru and update the complaint thread accordingly.

We look forward to reviewing the evidence and continuing our assessment of this case.

Dear Guru Team,

Thank you for your request.

We have sent all the requested information, along with the supporting documentation, to the email address you specified for further review.

Please let us know if any additional information or clarification is required.

Kind regards,

SpinBetter Team

Dear SpinBetter Casino,

Thank you for your response and for the information provided.

I have replied to your email and explained that the evidence provided so far is not sufficient for us to independently assess the case. We kindly ask you to provide additional supporting evidence, as outlined in my email.

Please let us know once you have responded to my email.

I look forward to your response.

Dear Casino Guru Team,

Dear Stefan,

Thank you for your message.

We would like to confirm that the requested investigation is currently in progress within the relevant internal department.

All additional supporting materials and clarifications required for the assessment have already been requested internally, and the case is actively being reviewed by the responsible team.

We will provide a full response with the requested details as soon as the internal verification process is completed.

Kind regards,

SpinBetter Team

Dear SpinBetter Casino,

Thank you for your response and for your continued cooperation.

We appreciate the update and understand that the requested information is still being collected by your relevant internal department.

As soon as the internal verification has been completed, we kindly ask you to provide the additional supporting evidence requested in my email so that we can independently assess the case. Based on the information currently available, we are not yet able to conclude that the account closure and confiscation of the player's winnings were justified.

We would appreciate it if the review could be finalized as soon as possible and look forward to receiving your response.

Dear Casino Guru Team,

Thank you for your message.

Please be informed that all requested evidence has been sent to your email address stefan.m@casino.guru yesterday, 04.08.2026 at 13:03.

Kindly confirm receipt of the materials.

Best regards,

SpinBetter Team

Dear SpinBetter Casino,

Thank you for your response and the information provided.

I can confirm that I have received your email and have replied with an additional request for further supporting evidence.

Please let us know once you have responded to my email.

I look forward to your response.

Dear Casino Guru Team,

Thank you for your message.

We would like to inform you that we are currently awaiting the additional supporting materials requested in your previous email. As soon as we receive and review the required information from our internal department, we will provide you with a complete response and forward all relevant details accordingly.

Thank you for your patience and understanding.

Best regards,

SpinBetter Team

Dear SpinBetter Casino,

Thank you for your response and for the continued cooperation.

We understand that you are still waiting for the additional information from your internal department. Please let us know once you have received the requested materials and are able to provide us with the additional evidence.

We look forward to your response.

Good day.

We would like to inform you that we have submitted the requested additional information regarding this case to your email address.

The provided materials include the requested fingerprint log export and supporting data relevant to the investigation.

Please confirm once received.

Best regards,

SpinBetter Team

Dear shadowwapoo,

We have reviewed the evidence provided by the casino, and unfortunately, we have to agree with its decision.

The evidence shows that multiple casino accounts were used on the same device, which indicates that the accounts were connected and that there may have been access to multiple accounts. Such activity is strictly prohibited under the casino's Terms and Conditions.

Based on the evidence available to us, we therefore consider the casino's decision to be justified and will now proceed to reject this complaint.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you encounter any problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Stefan

Casino.Guru