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SpinBetter Casino Is Illegally Withholding My Withdrawal and Engaging in Fraudulent Behavior

I am posting here to expose SpinBetter Casino’s deliberate and unlawful refusal to process my withdrawal of 5,876.04 PLN despite full compliance with their verification requests.

Timeline and Evidence:

I have submitted every document they asked for multiple times:

• Valid government-issued photo ID

• Selfie holding my ID next to my face

• Screenshots of my Gmail inbox as requested

• Bank statements and payment proofs showing deposits and transaction history

• Screenshots from my cryptocurrency wallet (Exodus wallet), which I never even used on their platform, as they absurdly demanded

Despite providing all these documents in original, unedited formats, full size, and through the official email service, SpinBetter’s Security Department keeps inventing new and intrusive requests, such as:

• Full cryptocurrency wallet transaction histories for May and June 2025 — for wallets I never used on their platform

• Screenshots showing personal data, emails, and wallet numbers that do not exist because the wallet is anonymous and non-KYC

• Additional unreasonably large file sizes for photo verifications

• Requests for screenshots from apps that I do not use with them

They refuse to confirm that my submitted documents are sufficient, instead repeating demands that are either impossible or irrelevant.

I have documented all correspondence and attached proofs of submission for every step, including:

• Photos and screenshots of my ID and selfies

• Bank payment screenshots and transaction logs

• Emails showing their contradictory and escalating demands

• My repeated requests for clarity and resolution

Their behavior amounts to deliberate stalling and appears to be an attempt to withhold my winnings without a valid reason. This is unethical and potentially illegal under gambling regulations.

I have clearly stated that if they do not release my funds immediately, I will escalate by:

• Filing formal complaints with Curacao eGaming, the licensing authority

• Submitting fraud reports to banking and payment providers

• Posting this entire case on multiple watchdog and review platforms

• Initiating chargebacks and legal action if necessary

I call on Casino.Guru and the community to investigate SpinBetter Casino’s handling of player withdrawals. If you have experienced similar issues, please share your stories.

DO NOT deposit or gamble on this platform unless you are prepared to have your funds blocked indefinitely with no recourse.

Dear Tomasz_saeacen,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Complaints Resolution Center,

Thank you for your response. While I appreciate the general information about withdrawal processing times, I must emphasize that my case is not simply about a delayed payment.

I have complied fully and promptly with every KYC and verification request made by SpinBetter Casino over the past several weeks, providing:

Government-issued photo ID and selfies as requested

Original, unedited screenshots of my email inbox and transaction histories

Bank statements and payment proofs matching all deposits

Cryptocurrency wallet screenshots, despite never using crypto on their platform

Despite this, SpinBetter’s Security Department continues to demand irrelevant, intrusive, and impossible documents, such as transaction histories from crypto wallets I have never used, personal data that doesn’t exist, and repeatedly rejects all my submissions citing file size or formatting issues despite sending original files.

This goes far beyond normal verification or typical withdrawal delays — it is an active and deliberate obstruction to prevent the payout of my legitimate winnings amounting to 5,876.04 PLN.

I have documented all correspondence and evidence, demonstrating my full cooperation and the casino’s repeated failure to honor their payment obligations.

Under these circumstances, this is not a case of "waiting for processing" but a serious dispute involving potential regulatory violations and fraudulent conduct.

I kindly urge Casino.Guru to consider this evidence and intervene accordingly. I am prepared to escalate this matter further with licensing authorities, financial regulators, and consumer protection agencies if the withdrawal is not released immediately.

Thank you for your attention and support.

Sincerely,

Tomasz S.

Dear Tomasz_saeacen, do you currently have a pending withdrawal visible in your casino account?

Has the casino provided any clear explanation or justification as to why they are requesting those additional KYC documents?

Am I correct in understanding that you have not submitted the latest set of documents you consider unjustified or irrelevant?

Have all your previously requested documents been sent on time and in the required format?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Dear Tomasz_saeacen,

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.

the last reply that they gave me is Your data is under verification now. You will receive the answer in the nearest time.

now its already one week i got this reply when im sending email again they reply the same , they ask me crazy stuff like who is Dear customer, please specify your relations with S. D.?

and please send us screen shot your crypto wallet even so i never used my wallet in that casino , also send us photo with your gmail and and your id near also your id near your face with selfie ,,, and more crazy dump questions to scam me slow.. i have all proof if you need i will give you if you need cuz its more tahn 60 email its a lot to screenshot, This is beyond ridiculous. please tag them to see , this is gonna go viral i will post in tiktok all of the proof

Dear Tomasz_saeacen, thank you for your update. However, please note that you have not yet responded to the specific questions I previously asked, which are necessary for us to understand and handle your complaint properly.

Did the casino explain why they are asking for these additional documents?

Have they mentioned any suspicion of multiple accounts, account linking, or fund transfers between players?

Do you know the person whom the casino asked about?

Dear Tomasz_saeacen,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.