SpinBetter Casino - A conta do jogador foi encerrada.

I created a new account and played at the casino for a day. The casino has decided to close my account. They won't return the euro balance I had in my gaming account. They don't give me an explanation.

Cree una nueva cuenta y jugué durante un día en el casino, el casino ha decidido cerrar mi cuenta , no me devuelven el saldo op euro ue teni en mi cuenta de juego. No me dan un explicación.

Dear Jesusmndez,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinBetter Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked? Did the casino inform you about any particular reasons, or did the casino cite any rules from its terms and conditions?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue as supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

My balance is 90 euros, which comes from 67 euros in deposits and winnings from betting.

I found out by mail

Mi saldo es 90euros. Los cuales viene de 67€ de depósitos y ganancia de apuesta.

Me enteré por correo

Money obtained from bets 67 deposit and 23 winnings.

Dinero obtenido por apuestas 67 de depósito y 23 de ganancias.

They don't respond to emails. I closed that account in 2024 at my own request, and I didn't remember creating a new one.

I also sent documentation to verify the account and they do not respond.

No responden a los correos. Yo cerré esa cuenta en 2024 petición propia, y no recordaba he hice una nueva.

También envié documentación para verificar la cuenta y no responden

That gives you the right to keep my money. I'm eager to know what you think the closing of that account was. €67 deposited, which you're just ignoring, because there's a response here, but I've sent you numerous emails and not a single one.

Eso os da derecho a quedarse mi dinero, estoy ansioso de saber cuáles fueron según vosotros del cierre de esa cuenta. 67€ depositados que os quedáis por la cara, porque aquí si hay respuesta pero a lo numerosos correos que os he enviado ni una sola respuesta .

Dear casino representative,

Kindly supply evidence based on which you concluded a breach of your terms and conditions to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Hello,

Following your recent inquiry, we confirm that your account remains open solely for the purpose of withdrawing your remaining balance.

You may now submit a withdrawal request for the remaining funds. Once the withdrawal is successfully processed, your account will be permanently closed due to a violation of our Terms and Conditions, specifically the creation of multiple accounts.

We kindly remind you that multi-accounting is strictly prohibited on our platform.

Thank you for your understanding.

If you have further questions, please contact our Security Department at security@spinbetter.com

Best regards,

SpinBetter Support Team

Thanks for the reply from the casino representative.

Dear Jesusmndez,

• Have you managed to withdraw the remaining balance of 90€?
• May we consider the issue resolved?

Please let me know.

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

Dear Jesusmndez,

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,

Tomas