SpinBetter Casino - A desistência do jogador está atrasada.

I deposited €900 with card, after playing I now have €842 in my account. Withdrawal method only shows "card" or "crypto", when I try crypto it says "this system is not available to you", when I try card, the site shows a message to "complete verification." When clicked, the website says "Your account has been verified — you now have access to all features." I have sent many emails and chatted with support over 2 months. They always reply "request is being processed / wait a few hours." Nothing changes — I still can’t withdraw.

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.

Dear gica,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Have you been asked to provide any documents, please?
• How long have you been a player at this casino, please?
• Have you accumulated your winnings with the help of bonus, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Katarina

Hello!

Thank you for providing the information and for your patience while waiting for a resolution.

We understand how frustrating it is when funds cannot be withdrawn on time. Your case has been forwarded to the payments department for a detailed investigation. All your documents and verification status have already been reviewed, and specialists are currently looking into why withdrawals via card or cryptocurrency are unavailable.

We would like to clarify a few additional details to expedite the resolution:

Have you been asked to provide any additional documents after completing your verification?

Were bonus funds used when accumulating your current balance?

We will contact you as soon as we receive an update from the specialists. Thank you for your patience and understanding.

Kind regards,

SpinBetter Team

Dear gica,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru