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On August 23, 2026, I created an account at the casino. When I tried to withdraw my funds, I realized that I wasn’t receiving the SMS needed to verify my phone number. After contacting customer support, they told me to wait for a resolution within one hour. After that time had passed, when I tried to access my account, I found that I couldn’t. I contacted support again and explained the situation, and they informed me that my account had been blocked due to gambling addiction. I couldn’t remember if I had opened another account at the same casino in the past, but I sent an email to the address they provided for handling blocked accounts. I haven’t received any response to that email. I just want my account reopened so I can withdraw my funds.

No dia 23 de agosto de 2026 criei uma conta no casino. Quando tentei levantar os meus fundos, ao verificar o meu número de telefone não estava a receber o SMS para efetuar a devida confirmação. Após contacto com o suporte, os mesmos disseram me para aguardar uma resolução no espaço de 1 hora. Após este tempo, ao tentar aceder á conta verifiquei que não conseguia. Voltei ao suporte e expliquei a situação na qual me informaram que a minha conta foi bloqueada por razão de vício de jogo. Não me recordava se teria aberto uma outra conta no passado no mesmo casino, contudo, enviei e-mail para o e-mail que me informaram que tratavam das contas bloqueadas. Não tive qualquer resposta ao e-mail. Apenas quero que a conta seja reaberta para levantar os meus fundos.

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Dear PauloSilva,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that you had €165 (dispute value) in your casino account when it was closed?
• Could you please advise how much you deposited?
• Is there any chance that you previously had an active account at this casino?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Yes, I had about 165€ in my account.

I made a €20 deposit and another €50 deposit.

I don't remember having another account at that casino.

Sim tinha cerca de 165€ na conta.

fiz um depósito de 20€ e outro de 50€.

não me recordo de ter tido uma outra conta nesse casino.

I still haven't received a response from the casino.

Continuo sem qualquer resposta por parte do casino.

After several days of contacting support, I still haven’t received any response to the emails I sent. They asked me to send an email through Gmail, which I did, but I still haven’t received a reply. They just keep telling me to wait, and it’s already been a week since I sent the first email. They aren’t offering any solution or responding to my emails. I’m attaching screenshots of the emails I sent, which remain unanswered.

Após vários dias a questionar o suporte continuo sem qualquer resposta aos emails enviados. Pediram para enviar e-mail pelo Gmail, fiz isso e continuei sem resposta. Só dizem que tenho de aguardar e já passou uma semana desde o primeiro e-mail. Não arranjam qualquer solução nem respondem aos emails. Eu anexo envio print dos emails enviados e que continuo sem respostas.

Dear PauloSilva,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear PauloSilva,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite SpinBetter Casino representative to join this conversation.

Dear SpinBetter Casino,

I would like to invite you to clarify this case. The player reports that their account was blocked with approximately €165 remaining and that emails sent to the address provided by your support team have not received a substantive response.

Please clarify:

1. The precise reason for blocking the account, including whether it relates to a previous self-exclusion or another account.
2. The status and composition of the player’s approximately €165 balance.
3. Whether the legitimate balance will be paid without reopening access to gambling.

If the restriction or withholding of funds is based on an earlier account or responsible-gambling history, please send the relevant account-level evidence to me privately at miroslava.d@casino.guru.

Thank you.

Good morning

I didn’t recall that I had already opened an account at your casino before.

However, as I mentioned in my complaint, I sent two emails from an address different from the one on file (Gmail), and they still didn’t respond. I’d like to note that they replied late yesterday and asked me to send my ID.

I’ve already sent it and am waiting. I hope you’ll resolve the issue. I just want to withdraw the money.

Bom dia

não me recordava que já teria aberto uma conta no vosso casino anteriormente.

contudo é como referi aqui na reclamação, enviei 2 emails com um e-mail diferente do cadastro (Gmail) e nem assim me responderam . Informo que me responderam ontem ao final do dia e me pediram para enviar o documento de identificação.

já enviei e estou a aguardar. Espero que resolvam o problema. Apenas quero levantar o dinheiro.

The email I used to get in touch— paulosilva231192@gmail.com

O e-mail que entrei em contato - paulosilva231192@gmail.com

Dear SpinBetter Team,

The player has confirmed that they contacted you from an alternative Gmail address and submitted the requested identification document.

Please review the information provided and update us on the outcome, particularly regarding the player’s remaining balance and whether it will be available for withdrawal or refunded.

Thank you for your cooperation.

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

Dear PauloSilva,

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,

Mirka