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It has been the most humiliating and degrading experience in casinos, and specifically roulette, of my life, aside from a nightmare and the feeling of being threatened with lawsuits. I've won, lost, and drawn in games of chance, but I've never felt so scammed.

They limited me, and when it came to withdrawing my funds, they asked me for a multitude of documents of all kinds, even mocking me because they asked for very specific things that my phone didn't allow me to do due to the quality of the service or because they were simply almost impossible to do (like some joint photos). However, I've been sending documents for over two months (and I've sent everything they've asked for). 49 emails exchanged!

But the final straw is when, after all this paperwork, they ask me if I know a man (whose name I won't share due to privacy regulations) I'd never heard of before, and they send me an email telling me I'm doing something illegal in a list game! They even threaten to report it to the police! And in the end, they only agree to return the original funds.

I find it ironic that after requesting all my documentation and even being able to verify that I have no criminal record, they leveled this accusation at me. I haven't been barred from any casino or anything like that.

I was able to recover my original funds, although I earned a little over €2,000, and these gentlemen (to put it mildly) won't give it back to me. Not to mention the aforementioned treatment... The management is terrible, and once they even returned a message to me in Russian!

That's why I'm going to take all the measures I deem appropriate (including legal action if possible) and spread the word on all possible networks so that no one has to face my situation, to recover my hard-earned money, and, of course, to restore my personal honor.

Ha sido la experiencia más humillante y denigrante en casinos y en concreto a la ruleta de mi vida, aparte de una pesadilla y de sentirme amenazado con denuncias. He ganado, perdido y empatado en juegos de azar pero JAMÁS ME HABÍA SENTIDO TAN ESTAFADO.

Me limitaron, y a la hora de retirar mis fondos me pidieron multitud de documentación de todo tipo, llegándose a burlar de mi porque pedían cosas muy específicas que mi móvil no me permitía hacer por su calidad o porque sencillamente eran casi imposibles de hacer (como algunas fotos conjuntas). No obstante, he estado más de 2 meses con envío de documentación (y he mandado todo lo que me han pedido). ¡49 mails intercambiados!.

Pero el colofón es cuando, después de todos estos trámites, ¡¡me preguntan si conozco a un señor!! (el cual no voy a dar el nombre por LOPD) del cual no había oído nunca y me mandan un correo en el cual me dicen que estoy ¡haciendo algo ilegal en el juego de una lista! ¡incluso me amenazaban con ponerlo en conocimiento de la policía! y finalmente sólo acceden a devolverme los fondos originarios.

Me resulta irónico que después de haber pedido toda mi documentación e incluso haber podido contrastar que no tengo ningún antecedente penal/legal hayan vertido esa acusación sobre mi persona. No tengo retirado la entrada a ningún casino ni nada parecido.

He podido recuperar mis fondos originales, aunque he ganado algo más de 2000€ y estos señores (por poner algo) no me lo devuelven. Eso sin mencionar el trato recibido comentado anteriormente…. La gestión es nefasta e incluso ¡una vez hasta me devolvieron un mensaje en ruso!.

Es por ello que voy a tomar todas las medidas que considere oportunas (incluso medidas legales si es posible) y divulgarlo en todos las redes posibles para que nadie se tenga que ver en mi situación, para recuperar mi dinero ganado y, por supuesto, para restablecer mi honor personal.

Dear JoseRD,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the online casino and the difficulties you faced during the withdrawal process.

To better understand your situation and assist you effectively, could you please provide more information by answering the following questions?

• What specific documents were you asked to provide for the verification?
• Can you describe the communication you received regarding your account being linked to illegal activities?
• Do you currently have access to your casino account?

Your cooperation in providing these details will help us investigate and work towards a resolution. It is crucial for us to have accurate information to assist you effectively.

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good afternoon Cristina,

I want to tell you that finally, someone is immediately concerned about my situation. I hope they'll be equally willing to provide me with a solution, be honest, and return my earnings.

I'm going to answer your 3 questions as descriptively as possible so that you can help me, and I'm going to ask you to answer 3 other questions that I've been asking myself since this happened to me.

What specific documents were you asked to provide for verification?

First of all, I'm not here to complain about being asked for specific documents, as I understand and appreciate that they need to verify that the players are within the law. I'm complaining about the specificity of the documents and the methods for obtaining them.

I'll explain it chronologically so you understand:

1.- Initially, they ask for my ID. I send them a fully legible scan of my ID, using the best quality from my camera, as soon as possible, but it's not valid because it's no larger than 1 MB.

2.- That's when I have to figure out how to get them. I upload them to a platform that allows me to save them in a larger size than 1MB, but that doesn't work. I then have to investigate how I can make them larger, even asking other people with more computer knowledge. Finally, I have to ask my wife, who has a better phone, for help, and by searching her phone's resolution, I manage to get the photos. Well, I finally got it (or so I thought).

3.- I upload the files to the platform as two JPG image files, but they're not valid because, according to you, they're compressed files (and require uncompressed files). How can I compress them if I don't know how? After several emails and tests, I discovered that they don't want me to include them as an attachment, but rather paste them into the email as an image! This piece of text helped me figure it out: Send the requested files through the full version of your email service web-site.

4.- After several emails desperately trying to convince them they weren't compressed files, I managed to get them to accept it. Now they're asking for my ID with a different background and from different angles... of course, a 1MB file, unzipped, and pasted into the email. I didn't have any problems with this one because, knowing the situation, I sent them a promotional background with four different photos from different angles.

5.- Now they're asking me for a selfie where I have to show my face and the incoming messages from my email. Obviously, I send them, and they're useless. I send two photos of my front and back, next to my laptop, with my ID in one corner. While I'm holding it, I have to take the photo with my other hand. Again, the size is 1MB, unzipped, and pasted into the email.

6.- Now they're not interested in quality or legibility. I ask them how they want me to send it and if they can give me an example. They send me a very illustrative photo of how to do it (I think it's the best thing they've done).

7.- But of course, in the image they tell me I have to take, I have to hold the mobile phone in one hand (which turns off every 20 seconds when activated), the ID in the other, and of course, with which hand do I take the photo and with which device if I have the mobile phone in my hand?

8.- I have to ask my wife for help again. We try to take lots of photos, but when the ID card becomes more visible, the phone screen gets worse or turns off, and I have to turn it back on. I manage to send it to her as best I can, and things are clear (another issue is whether you wanted to delay the situation). I wouldn't have minded sending her the 30 photos I took.

9.- They don't accept it, and when I ask them which part isn't visible... they answer me in Russian! In the next email, they apologize, and I readily accept.

10.- After several attempts, and starting to get angry about this whole absurd situation, I'm sending you these photos again as best I can because my cooperation has been complete and demonstrable throughout the entire process. They tell me they'll consult a specialist (that's something).

11.- Okay, we've made it through the photo process with our ID and phone in hand. Now they're asking for bills for electricity, gas, or any other utility. Understandable, I'll send them to you as soon as possible.

12.- Now they ask for my driver's license. I have it, so I take another 1MB photo, unzip it, and upload it as an image (praying they don't ask me to do a handstand).

13.- They tell me that it is valid and that it is under service verification (I receive several of those emails).

14.- They ask for my passport, and I tell them I don't have one! I haven't needed one yet; I'd love to, but I don't have the time to travel. They don't insist too much and move on to the next step.

15.- Now you're asking me for a photo of me with a code you made up on a piece of paper. I do it. I have to admit that at this point I'm really angry, saying that if you continue like this, I'll post a critique of the situation I find myself in.

16.- They tell me that they will tell me something in 72 hours.

I'm out of characters. I'll continue with another message.

Buenas tardes Cristina,

Quiero decirle que por fin alguien se preocupa de mi situación de forma inmediata. Espero que sea igual de presta para darme una solución, ser honestos y devolverme mis ganancias.

Voy a responderle a sus 3 preguntas siendo la más descriptivo posible a fin de que ud. pueda ayudarme y a pedirle que me responda a otras 3 preguntas que me llevo haciendo desde que me ha sucedido esto.

¿Qué documentos específicos se le pidió que proporcionara para la verificación?

Antes de nada, no vengo a quejarme de que me pidan documentos específicos, ya que entiendo y comprendo que deban verificar que los jugadores están dentro de la legalidad. Me quejo de la especificidad en los documentos y las formas para conseguirlo.

Le explico por cronología para que me entienda:

1.- Inicialmente me piden el ID. Les envío mi DNI escaneado completamente legible con la mejor calidad de mi cámara y a la mayor brevedad, pero no les vale porque no tiene un tamaño mayor de 1MB.

2.- Es entonces cuando tengo que averiguar como conseguirla. Las subo a una plataforma que me da mayor tamaño de 1MB, pero eso no les vale. Debo investigar entonces cómo puedo hacer que tengan más tamaño, incluso debo preguntarle a otras personas con más conocimientos informáticos, finalmente debo de pedir ayuda a mi mujer que tiene un móvil mejor y buscando en la resolución de su móvil consigo sacar las fotos. Bueno, por fin lo conseguí (eso pensaba yo).

3.- Subo los archivos a la plataforma como dos archivos de imagen jpg, pero no les vale porque según uds. son archivos comprimidos (y necesitan uncompressed files). ¿Cómo los voy a comprimir si no sé hacerlo?. Después de varios correos y pruebas descubro que no quieren que lo ponga como adjunto sino que ¡lo pegue dentro del correo como una imagen!. Este trozo de texto me ayudó a darme cuenta: Send the requested files through the full version of your email service web-site.

4.- Después de varios correos tratando de decirles desesperadamente que no son archivos comprimidos, consigo que lo acepten. Ahora me piden el DNI con otro fondo y desde otros ángulos… por supuesto de 1MB, archivo descomprimido y pegado en el correo. En este no tuve problemas porque, conociendo la situación, le mandé sobre un fondo de propaganda con 4 ángulos diferentes distintas fotos.

5.- Ahora me piden un selfie donde debo mostrar mi cara y los mensajes entrantes de mi correo. Lógicamente los mando y no le valen. Mando dos fotos de la cara de adelante y la cara de atrás junto a mi portátil y con el DNI en una esquina. Mientras lo sujeto debo sacar la foto con la otra mano. Otra vez con 1MB, descomprimidas y como archivo pegado en el correo.

6.- Ahora no les vale la calidad ni la legibilidad. Les pregunto que cómo quieren que lo mande y si pueden darme un ejemplo. Me mandan una foto muy ilustrativa de cómo debo hacerlo (creo que lo mejor que han hecho).

7.- Pero claro, en la imagen que me dicen que debo hacerlo tengo que tener en una mano sujeta el móvil (que se apaga cada 20 segundos al activarlo), en otra el DNI y claro, ¿Con qué mano saco la foto y con qué dispositivo si tengo el móvil en mi mano?.

8.- Le debo de pedir ayuda a mi mujer nuevamente. Intentamos hacer multitud de fotos pero cuando el DNI se ve más visible, la pantalla del móvil se ve peor o se apaga y la tengo que volver a encender. Consigo mandársela lo mejor posible y se ven de forma nítida las cosas (otro asunto es que uds quisiesen dilatar la situación). No me hubiera importado mandarle las 30 fotos que hice.

9.- No me lo dan por válido y cuando les pregunto qué parte no les es visible… ¡Me contestan en ruso!. En el siguiente correo me piden disculpas y yo las acepto sin problemas.

10.- Después de varios intentos y, empezando a estar enfadado por toda esta esperpéntica situación. Les vuelvo a mandar estas fotos lo mejor que puedo porque mi cooperación ha sido plena y demostrable en todo el proceso. Me dicen que consultarán a un especialista (ya es algo).

11.- Vale, pasamos el corte de la foto con el ID y el móvil en la mano. Ahora me piden facturas o de luz, gas o cualquier suministro. Entendible, se los paso a la mayor brevedad.

12.- Ahora me piden la licencia de conducir. La tengo, le vuelvo a hacer la foto con 1MB, descomprimido, puesto como imagen (rezando para que no me pidan hacer el pino).

13.- Me dicen que les vale y que está bajo verificación del servicio (de esos correos me llegan varios).

14.- Me piden el pasaporte y les digo que ¡no tengo!. No lo he necesitado de momento, me encantaría pero no me da mi tiempo para viajar. No insisten mucho y pasan a lo siguiente.

15.- Ahora me piden una foto en la que aparezca con un código que uds se han inventado en una hoja. Lo hago. Debo reconocerles que a esta altura estoy muy enfadado diciendo que si siguen así pondría una crítica de la situación en la que me encuentro.

16.- Me comentan que me dirán algo en 72 horas.

No me quedan caracteres. Sigo en otro mensaje.

17.- And finally, to top it all off, they send me a message explaining my relationship with a man whom, due to the Data Protection Act, I don't think it's appropriate to mention. I reply that I've never heard of this man in my life and obviously don't know him.

18.- They send me an email saying that I am committing an illegal act (which I don't know exactly what it is yet) and that they will inform the authorities (I attach the email in the 2nd question they ask me) and that any email concerning the blocking of my account will be ignored.

The truth is that I really want them to inform the authorities so we can clarify this.

Can you describe the communication you received about your account being linked to illegal activities?

It is best to send the communication exactly after 48 emails.

Good Day. We are bringing to your notice that we made a decision to stop any collaboration with you (closing your gaming account) on the basis of Terms and Conditions of the Company:

Should you commit fraud in respect to the Company , such as:

- abusing bonus offers or other promotions

- using unfair external factors and/or means of influence (commonly known as cheating)

- taking unfair advantage (exploiting faults, defects, or errors in the software)

- opening any duplicate accounts (multiple accounts)

- using automated betting software or analytical systems

- engaging in fraudulent use of chargebacks and rakebacks

- using stolen, copied, or otherwise unauthorized credit or debit cards as a source of funds

- colluding with other persons for the purpose of gaining an unfair advantage through the use of bonus offers or other promotions offered by us

- attempting to register an account using false or incorrect information any actual or attempted actions by you which can be reasonably deemed by us to be illegal in any applicable jurisdiction, carried out by you intentionally or with intent to deceive us and/or circumvent the restrictions prescribed by law, regardless of whether such action or attempted action will actually cause any loss or damage the Company reserves the right to stop such fraudulent actions by canceling bets; closing your account with a refund; and informing the relevant law enforcement authorities of the fraudulent actions .

In the circumstances mentioned in paragraph 7, customers' account balances shall be refunded after an investigation has been concluded. The balance shall be calculated excluding any unfair profits generated.

The decision was made after rigorous investigation of the case by The Security Department.

We ask you not to create gaming accounts with The Company.

Due to the fact that your actions have been recognized as flagrant violation of The T&Cs of our Company, the decision of stopping any cooperation with you was final and not subject to further appeal.

All further questions concerning the case of blocking from your side will be ignored.

Do you currently have access to your casino account?

Obviously not. I've been blocked, as you can read.

As you can see, I've answered all three questions without reservation. Now I have three more questions I'd like you to answer with the same sincerity:

1.- Do they treat all clients like this or only those who are lucky enough to earn a reasonable amount (which will be the minority) so they don't have to pay them?

2.- When you log into Spinbetter to play on the platform and they ask you to verify your account, it means, or is assumed, or at least I understand, that the person who's going to play has no problems with the law or the game in particular. It's like when I go to a casino and they ask me for identification (which seems perfectly fine to me) to find out if I'm banned or prohibited from entering. Why didn't they just ban me from the start, which would be the logical thing to do?

3.- Do you think you should radically improve your service, starting by apologizing for treating me like a common criminal and paying me the profits after what I have explained to you, or do you plan to continue as you are?

Thank you very much in advance for your answers, Cristina.

A cordial greeting

José R.

17.- El colmo este, para terminar la documentación… Me mandan un mensaje explicando mi relación con un Sr. que, por LOPD no me parece adecuado mencionar. Les respondo que no he escuchado de este Sr. en mi vida y obviamente no lo conozco.

18.- Me mandan un correo diciendo que estoy cometiendo una ilegalidad (que no sé aún cual es exactamente) y que informarán a las autoridades (adjunto correo en la 2ª pregunta que me hacen) y que cualquier correo concerniente al bloqueo de mi cuenta será ignorado.

La verdad que tengo muchas ganas de que informen a las autoridades para poder aclararlo.

¿Puede describir la comunicación que recibió sobre que su cuenta está vinculada a actividades ilegales?

Lo mejor es ponerle exactamente la comunicación después de 48 correos.

Good Day. We are bringing to your notice that we made a decision to stop any collaboration with you (closing your gaming account) on the basis of Terms and Conditions of the Company:

Should you commit fraud in respect to the Company, such as:

- abusing bonus offers or other promotions

- using unfair external factors and/or means of influence (commonly known as cheating)

- taking unfair advantage (exploiting faults, defects, or errors in the software)

- opening any duplicate accounts (multiple accounts)

- using automated betting software or analytical systems

- engaging in fraudulent use of chargebacks and rakebacks

- using stolen, copied, or otherwise unauthorised credit or debit cards as a source of funds

- colluding with other persons for the purpose of gaining an unfair advantage through the use of bonus offers or other promotions offered by us

- attempting to register an account using false or incorrect information any actual or attempted actions by you which can be reasonably deemed by us to be illegal in any aplicable jurisdiction, carried out by you intentionally or with intent to deceive us and/or circumvent the restrictions prescribed by law, regardless of whether such action or attempted action will actually cause any loss or damage the Company reserves the right to stop such fraudulent actions by canceling bets; closing your account with a refund; and informing the relevant law enforcement authorities of the fraudulent actions.

In the circumstances mentioned in paragraph 7, customers’ account balances shall be refunded after an investigation has been concluded. The balance shall be calculated excluding any unfair profits generated.

The decision was made after rigorous investigation of the case by The Security Department.

We ask you not to create gaming accounts with The Company.

Due to the fact that your actions have been recognized as flagrant violation of The T&Cs of our Company, the decision of stopping any cooperation with you was final and not subject to further appeal.

All further questions concerning the case of blocking from your side will be ignored.

¿Tiene actualmente acceso a su cuenta de casino?

Obviamente no. Me han bloqueado como ha podido leer.

Como verá, le he respondido sin reservas a las 3 preguntas formuladas. Ahora yo tengo otras 3 preguntas que me gustaría respondiera con la misma sinceridad:

1.- ¿Tratan así a todos los clientes o sólo a los que tienen la suerte de ganar alguna cifra razonable (que serán los menos) para no tener que pagarles?.

2.- Cuando entras a Spinbetter a jugar en la plataforma y te exigen verificar la cuenta significa o se supone o al menos entiendo que la persona que va a jugar no tiene ningún problema con la justicia o el juego en concreto. Es como cuando entro al casino y me piden documentación (que me parece perfecto) para saber si estoy vetado o tengo prohibición de entrar al mismo. ¿Porqué no me vetaron desde el principio que sería lo lógico?.

3.- ¿Creen que deben mejorar de forma radical su servicio empezando por pedir perdón por tratarme como a un vulgar delicuente y abonar las ganancias después de lo que les he expuesto, o piensan seguir como hasta ahora?.

De antemano, muchas gracias por sus respuestas Cristina.

Un cordial saludo

José R.

Thank you very much for your reply, JoseRD. You mentioned that you have saved 48 emails between you and the casino. Unfortunately, we do not have the capacity to go through all of them, but could you please forward those emails you find the most important to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good afternoon,

As I mentioned, there are emails that I found irritating and I mentioned them earlier.

However, if I had to list the most irritating emails, they would be the first two (I'll add a few more) because of the unpleasantness of the subject:

Email No. 1, Monday, April 7. This email openly accuses me of committing fraud, but doesn't specify what it is. It even tells me that questions related to the case will be blocked. In short, no explanations.

Good Day. We are bringing to your notice that we made a decision to stop any collaboration with you (closing your gaming account) on the basis of Terms and Conditions of the Company:

Should you commit fraud in respect to the Company, such as:

- abusing bonus offers or other promotions

- using unfair external factors and/or means of influence (commonly known as cheating)

- taking unfair advantage (exploiting faults, defects, or errors in the software)

- opening any duplicate accounts (multiple accounts)

- using automated betting software or analytical systems

- engaging in fraudulent use of chargebacks and rakebacks

- using stolen, copied, or otherwise unauthorized credit or debit cards as a source of funds

- colluding with other persons for the purpose of gaining an unfair advantage through the use of bonus offers or other promotions offered by us

- attempting to register an account using false or incorrect information

any actual or attempted actions by you which can be reasonably deemed by us to be illegal in any applicable jurisdiction, carried out by you intentionally or with intent to deceive us and/or circumvent the restrictions prescribed by law, regardless of whether such action or attempted action will actually cause any loss or damage

the Company reserves the right to stop such fraudulent actions by canceling bets; closing your account with a refund; and informing the relevant law enforcement authorities of the fraudulent actions.

In the circumstances mentioned in paragraph 7, customers' account balances shall be refunded after an investigation has been concluded. The balance shall be calculated excluding any unfair profits generated.

The decision was made after rigorous investigation of the case by The Security Department.

We ask you not to create gaming accounts with The Company.

Due to the fact that your actions have been recognized as flagrant violation of The T&Cs of our Company, the decision of stopping any cooperation with you was final and not subject to further appeal.

All further questions concerning the case of blocking from your side will be ignored.

Email No. 2. April 6, 2025. I am being asked about my relationship with a person whom I will omit in this email due to the Data Protection Act. Although I reply that I don't know this gentleman at all, Email No. 1 is automatically sent to me. I also submit my strong response of rejection and protest regarding the situation:

Dear customer, please specify your relations with XXXXXXXXXXXX?

Good night,

I don't know that person. I've never heard of him before.

Honestly, I don't understand the question.

I'm going to report this situation, which I've never experienced, on social media.

Email #3 . April 13, 2025. I'm told I can only withdraw the funds I deposited. My earnings have been taken. I find this email incredibly infuriating and frustrating.

You can withdraw the deposited sum only.

Email No. 4. March 20, 2025. It's just anecdotal, but just so you know, everything I'm saying is true. They even send me emails in Russian!

Most of the time we use videos and quotes. Ваше лицо, удостоверение личности в руке and и диалог с отделом безопасности, открытый на любом устройстве, должны быть полностью и четко видны на одной фотографии.

Email #5. March 18. This one is rather funny. In this one, they tell me to upload a photo in which my face appears with my ID next to it and my laptop or cell phone in the other hand. After multiple submissions, since it wasn't clear enough according to you and, under your instructions, I had to hold my cell phone in one hand, my ID in the other, and show my face (they even sent me a standard image). And I say... and to take the photo?

You should take a selfie, holding your ID card near your face. Also next to you should be the computer (or mobile device) where we can see your inbox messages from security department (this mailing).

There are many more messages as I mentioned above, but these can clearly represent the nonsense I have experienced as a customer.

I believe I am being cooperative with you, however, Kristina has not answered the three questions I asked you, nor has she made any attempt to prove that I am guilty of fraud (what you claim) or return my winnings and apologize for the unforgivable lack of etiquette you have shown to a client.

I hope this unpleasant incident can be resolved, but I am skeptical about having made money.

All the best

Buenas tardes,

Tal como he comentado, hay correos que me han resultado irritantes y los expuse anteriormente.

No obstante, si tuviera que poner los correos más irritantes serían los primeros 2 (añado algunos más) por lo desagradable del asunto:

Correo nº 1 Lunes 7 de Abril. Correo dónde se me acusa abiertamente de cometer fraude pero no se especifica en qué e incluso se me dice que cuestiones relacionadas con el caso serán bloqueadas. Vamos, sin dar explicaciones.

Good Day. We are bringing to your notice that we made a decision to stop any collaboration with you (closing your gaming account) on the basis of Terms and Conditions of the Company:

Should you commit fraud in respect to the Company, such as:

- abusing bonus offers or other promotions

- using unfair external factors and/or means of influence (commonly known as cheating)

- taking unfair advantage (exploiting faults, defects, or errors in the software)

- opening any duplicate accounts (multiple accounts)

- using automated betting software or analytical systems

- engaging in fraudulent use of chargebacks and rakebacks

- using stolen, copied, or otherwise unauthorised credit or debit cards as a source of funds

- colluding with other persons for the purpose of gaining an unfair advantage through the use of bonus offers or other promotions offered by us

- attempting to register an account using false or incorrect information

any actual or attempted actions by you which can be reasonably deemed by us to be illegal in any applicable jurisdiction, carried out by you intentionally or with intent to deceive us and/or circumvent the restrictions prescribed by law, regardless of whether such action or attempted action will actually cause any loss or damage

the Company reserves the right to stop such fraudulent actions by canceling bets; closing your account with a refund; and informing the relevant law enforcement authorities of the fraudulent actions.

In the circumstances mentioned in paragraph 7, customers’ account balances shall be refunded after an investigation has been concluded. The balance shall be calculated excluding any unfair profits generated.

The decision was made after rigorous investigation of the case by The Security Department.

We ask you not to create gaming accounts with The Company.

Due to the fact that your actions have been recognized as flagrant violation of The T&Cs of our Company, the decision of stopping any cooperation with you was final and not subject to further appeal.

All further questions concerning the case of blocking from your side will be ignored.

Correo nº2. 6 Abril 2025. Se me pregunta la relación con una persona que, por LOPD, omitiré en el presente correo y aunque yo respondo que no conozco a este Sr. de nada se me envía automáticamente el Correo nº1. Entrego también mi respuesta enérgica de rechazo y protesta por la situación:

Dear customer, please specify your relations with XXXXXXXXXXXX?

Good night,

I don't know that person. I've never heard of him before.

Honestly, I don't understand the question.

I'm going to report this situation, which I've never experienced, on social media.

Correo nº3. 13 Abril 2025. Donde me indican que sólo puedo retirar los fondos que deposité. Mis ganancias están quitadas. Me resulta muy indignante y frustrante este correo.

You can withdraw the deposited sum only.

Correo nº4. 20 de marzo 2025. Es un correo anecdótico, pero para que vean que todo lo que digo es cierto. ¡Me mandan hasta correos en ruso!

Все данные должны быть видны и читаемы. Ваше лицо, удостоверение личности в руке и диалог с отделом безопасности, открытый на любом устройстве, должны быть полностью и четко видны на одной фотографии.

Correo nº5. 18 de marzo. Este es más bien gracioso En este me indican poner una foto en la que aparezca mi rostro con mi DNI junto y en la otra mano el portátil o el móvil. Después de múltiples envíos, como no se veía suficiente claro según uds y, bajo indicaciones suyas, debía sostener en una mano el móvil, en otro el DNI y mostrar mi rostro (me mandaron hasta una imagen estándar). Y digo yo ... ¿ y para hacer la foto?.

You should make a selfie, holding your ID card near your face. Also next to you should be the computer (or mobile device) where we can see your inbox messages from security department (this mailing).

Hay muchos más mensajes tal como he comentado anteriormente, pero estos pueden representar claramente este despropósito que he sufrido como cliente.

Creo que estoy siendo cooperativo con uds, sin embargo ud Kristina no respondió a las 3 preguntas que le realicé ni ha hecho ningún propósito para demostrar que soy culpable de fraude (lo que uds exponen) o devolver mis ganancias y pedir disculpas por la imperdonable falta de etiqueta que han tenido con un cliente.

Ojalá se pueda solucionar este desagradable incidente, pero me muestro desconfiado al haber ganado dinero.

Un saludo

I apologize if I seemed rude by not answering your questions, but I believe they should be addressed by the casino itself, not by a casino.guru employee.

Thank you very much, JoseRD, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello,

At this time, we have forwarded the details of your complaint to our Security Department for further review.

Once we receive their response, we will present all evidence supporting the validity of our decision to the forum administration.

Thank you for your patience and understanding.

Best regards,

SpinBetter Support Team

Dear Kristina,

This message is addressed to you.

I would like to thank you for your kind attention and for escalating my issue to a higher level.

Please forgive me if I ever seemed angry, which I am, and I am very angry, since I have been deprived of approximately €2,400 in profit without any justification, but it has never been against you, who has served me diligently, timely, and with consideration.

I can't say the same about the people who helped me at the post office. Believe me.

I know you're simply an employee of this company, and that's why I clearly understand why you can't answer the questions on my mind. It's a shame that the Spinbetter company/consortium isn't capable of providing workers as qualified as you.

A cordial greeting and to tell you that it has been a pleasure talking with you.

Estimada Kristina,

Este mensaje va dirigido a ud.

Quiero agradecerle su atención tan cordial y que haya derivado mi problema a un nivel superior.

Perdone si en algún momento he parecido estar furioso, que lo estoy y mucho ya que me han quitado 2400 € de ganancia aproximadamente sin ningún tipo de justificación, pero no ha sido nunca contra ud. la cual me ha atendido con diligencia en tiempo y consideración.

No puedo decir lo mismo de las personas que me atendieron en el correo. Créame.

Sé que ud. sencillamente es una trabajadora de esta empresa y por eso entiendo claramente que no pueda responder a las preguntas que me rondan la mente. Es una pena que la empresa/consorcio Spinbetter no esté a la altura de trabajadores tan cualificados como ud.

Un cordial saludo y comentarle que ha sido un placer charlar con ud.

Hello JoseRD,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will continue the dialogue with SpinBetter Casino and hopefully clarify the situation.

Dear SpinBetter Casino,

I'm looking forward to your explanation of the situation.

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused, to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you Michal for your work,

S'pinbetter's lack of response over the past seven days clearly speaks volumes about this institution's approach to customers. Of course, those who manage to win.

It seems that in the end, solving the problem as quickly as possible is a pipe dream.

It clearly reaffirms everything I've mentioned in previous posts: the lack of explanations to the client, a clear response, or clear proof that they don't have because it doesn't exist.

I'm also very surprised that they have such positive reviews on various platforms, including Casinoguru, and I hope they take careful note of how these people operate so that they simply tell the truth.

For my part, I plan to continue commenting on my situation on various social media and platforms, and taking appropriate legal action so that no one else has to find themselves in the same situation as me: being scammed out of approximately €2,400.

I'm not going to give up until these gentlemen pay me what they owe me. Sorry, that's not my philosophy.

A cordial greeting

Thank you very much again for your work and best regards.

Gracias Michal por tu trabajo,

La falta de contestación de S`pinbetter en estos 7 días dice, muy a las claras, mucho sobre la forma de proceder de esta entidad con los clientes. Por supuesto, los que consiguen ganar.

Parece ser que al final eso de resolver el problema a la mayor brevedad posible es una quimera.

Viene claramente a reafirmar todo lo que he comentado en post anteriores: la falta de explicaciones al cliente, de una respuesta clara o de una prueba evidente que no tienen pues no existe.

Me sorprende también mucho que tengan valoraciones tan positivas en distintas plataformas, entre ellas casinoguru y espero que tomen buena nota de cómo funcionan estos señores a fin de que, simplemente, cuenten la realidad.

Por mi parte, pienso seguir comentando mi situación en diversas redes sociales, plataformas y tomando las medidas legales oportunas para que nadie se tenga que ver en la misma situación que yo: siendo estafado por un importe de 2400€ aproximadamente.

No pienso rendirme hasta que estos señores me abonen lo que me deben. Lo siento, no está en mi filosofía.

Un cordial saludo

Muchas gracias nuevamente por tu trabajo y un cordial saludo.

Dear JoseRD,

I acknowledge your frustration regarding the entire situation; much better communication from the casino team is indeed expected. I have once again contacted all our connections at SpinBetter Casino. So far we been able to handle all player complaints regarding SpinBetter Casino, so I remain hopeful that they will engage in the discussion shortly.

Good afternoon Michal,

There's no news of these people, right?

All the best

Buenas tardes Michal,

¿No hay noticias de estas personas, verdad?.

Un saludo

Dear JoseRD,

I have received a few emails from the SpinBetter team outlining the reasons for their actions; however, I have yet to obtain the evidence that would substantiate the rule violation as was previously conveyed to you.

I have once again contacted the SpinBetter team and am currently waiting for the requested evidence to assess the situation, given that you have been charged with several rule violations.

Dear SpinBetter Casino,

I await your prompt reply with the evidence I have requested.

Hello,

We’ve sent all the relevant information regarding the bets and potential violations to your email.

Please review the materials — we’re waiting for your feedback and response.

Best regards,

SpinBetter Support Team

Thank you for the additional information and evidence, SpinBetter Casino Team.

Dear JoseRD,

After reviewing the additional information and evidence, I'm afraid I will not be able to pursue your case anymore. While the evidence I received does indicate potential violations of the casino’s terms and conditions, which were previously communicated to you, and your gameplay appears to be either identical or remarkably similar to other accounts from the same region that were created within a close timeframe—raising reasonable doubts about whether this can be deemed as just a mere coincidence, however, I'm not able to come up with a clear verdict at this stage, as the primary concern is related to sportsbetting, I must convey that I cannot extend any further assistance.

We do not have a department that handles sports betting related complaints, and as such, we would not be able to provide you with accurate advice or provide a clear, well-founded verdict. I understand that this may be a difficult situation for you, but we lack the necessary expertise to effectively address this type of issue. I recommend that you consider submitting your complaint to a platform that specializes in sports betting disputes or directly to the regulatory authority that oversees the casino.

Please be aware that our Casino Guru complaint forum is specifically dedicated to issues related to online casinos and their games.

Thank you for your understanding, and I genuinely wish you the best of luck in resolving your matter.

Should you face any casino-related issues or concerns regarding casino games in the future, please do not hesitate to contact us, and we will try our best to assist you.

Best regards,

Michal

Casino Guru