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Complaint Against Spinbet – Outstanding Approved Withdrawal and Ongoing Withdrawal Failures

Summary

I am seeking Casino Guru's assistance regarding an unresolved withdrawal issue with Spinbet that has now been ongoing for several weeks. Despite an approved withdrawal of NZD $2,100 on 14 June 2026, I have never received the funds. Since then, I have also been unable to withdraw any further winnings from my account. My account is fully verified and I have followed every instruction provided by Spinbet. I have made every reasonable effort to resolve this matter directly before requesting your assistance.

Further to this, NZD $500 is currently held in my account which I am unable to withdraw because every withdrawal request is declined.

Account Status

1. Fully verified account.
2. Previous withdrawals to the same Kiwibank account have been successful.
3. No outstanding verification requests.
4. No allegation of bonus abuse, breach of terms, fraud or compliance issues has ever been raised by Spinbet.

Timeline

1. Withdrawal approved 14 June 2026.
2. The withdrawal was declined multiple times before subsequently being approved on 14 June 2026.
3. The approved withdrawal has never been received.

Contact with my bank

I have contacted Kiwibank directly on two occasions following advice from Spinbet that the issue was my bank. Kiwibank confirmed that:

1. no incoming payment exists;
2. no payment is pending;
3. no payment has been blocked.

Contact with Spinbet

I have contacted Spinbet on numerous occasions via both live chat and email. Throughout this period I repeatedly requested:

1. confirmation that the payment had actually been transmitted;
2. a payment trace or reference number;
3. confirmation of whether the funds remained with their payment provider;
4. an explanation of why I had not received the approved withdrawal.

This information has never been provided. Instead I was repeatedly advised that the matter had been escalated to their Finance or Payments Team.

Further withdrawal failures

Following the missing withdrawal, I continued playing and won a further amount which currently stands at NZD $500. To date, every withdrawal request has been declined.

Spinbet instructed me to:

1. use a different bank account;
2. manually re-enter my bank account details;
3. provide screenshots of my bank details;
4. submit another withdrawal.

I complied fully with every request and this withdrawal has continued to fail. I have stopped trying to withdraw this amount and it is still showing in my account balance on Spinbet.

Communication

Spinbet eventually advised that a Customer Support Supervisor had personally taken ownership of my case. I was advised that the issue had been escalated urgently and that I would receive updates directly. Despite this assurance, no substantive information has been provided regarding:

1. the whereabouts of my approved withdrawal;
2. whether the payment was ever transmitted;
3. why my account can no longer successfully process withdrawals.

Most recently, Spinbet acknowledged that it was unacceptable that I had received no meaningful information and advised that I would receive feedback within 24 hours. As at the date of this complaint, I have still not received either:

1. a resolution; or
2. a substantive explanation.

Why I am requesting assistance

I do not believe there is any dispute regarding my entitlement to my winnings. Rather, my concern is that:

1. an approved withdrawal has not been received;
2. no evidence has been provided that the payment was ever transmitted;
3. subsequent withdrawals continue to fail regardless of the bank account used;
4. despite several weeks of correspondence, Spinbet has been unable to explain what has happened or when the issue will be resolved.

I have remained patient throughout, fully cooperated with every request, and made every reasonable effort to resolve this matter directly.

Resolution Requested

I respectfully request Casino Guru's assistance in obtaining either:

1. Payment of the outstanding approved withdrawal of NZD $2,100 together with restoration of my ability to withdraw the remaining balance from my account; or
2. A complete explanation from Spinbet, including the current status of the approved withdrawal;
3. confirmation of whether the payment was ever transmitted;
4. any available payment trace or payment reference;
5. the reason subsequent withdrawals continue to fail; and
6. the steps required to resolve the issue.

I have included the most relevant comms with Spinbet. I do have additional chat and email correspondence that basically same the same thing, but due to the attachment limit, I have not included these.

I appreciate your assistance in helping both parties reach a fair resolution.

Thank you.

[Redacted]

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you let us know how long did your last successful withdrawal took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Could you please provide a bank statement covering the relevant period so that we can verify that the payment has not been received?

You can send the document to my email at attila.g@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila