SpinBetter Casino - Povlačenje igrača je odloženo.

Long story short, I made a 50 Euro deposit via paysafecard. Played only sports betting, and over a period of a month or two managed to somehow win up to 351.3 euro on my real balance. I never used any bonuses. Turned my deposit over 10x for sure, even more than 30x I believe, so no suspicion could be there.

Before even placing bets they had the verification available in the account with Sumsub, a reliable source that confirms Identity verification and proof of residency. I did that right after making a deposit.

So then I had won up to 351.3 eur, and decided that I would like to withdraw my funds.

My withdrawal was rejected immediately, with a comment that "You have to undergo an additional verification". As a part of this procedure they asked for my Identity document, which initially was weird since I had my Identity confirmed using their Sumsub extension.

I started asking them, if I had previously tried to verify my account with sumsub, and can they confirm that the verification was successful. They refused to respond to these upfront questions. And one of the email responses looked like this (im pasting the response) "Without providing the requested files any further actions are impossible. All further messages from you will be ignored". WHAT? How can you respond like that to a customer? It was a relevant question and I had right to understand why don't they use my sumsub verification for such purposes.

Okay, whatever, lets move on with this verification... I sent them both sides of my ID card.

Then they asked me for my Paysafe verification - I sent them screenshots and screen recordings of my pay safe app which would clearly prove that the transaction (deposit) was made from an account under my name.

Then they asked me for a selfie with my ID card and also computer with the email conversation between us near my face - I did provide that as well.

Then they asked me my relation to a person I don't know - I specified that I don't know who that person is.

Then they asked me for a document like utility bill or bank statement where my full name with address would be visible - I provided a bank statement where address and my full name are visible, however, I had excluded transactions and balances to be shown upon generation of the document from the internet bank. They told me that the document is not "original".

I then provided a full screen recording where I generated the document on camera. And they stopped responding.

I asked multiple times what is needed for me to verify my account since May 2, 2026, but I have got no response.

Then I sent a new email, asking what specifically is needed for me to verify my account, also attaching the Bank Statement with my recent outgoing transaction visible, so that it looks less likely to not be an original document.

They have not responded to that email.

I think this is not acceptable for a casino to treat their users like that.

I have also attached email conversation with the security department(where I excluded pages containing sensitive info excluded), which seem to be very unprofessional and "we accept deposits but withdrawals are unacceptable".

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have the casino representatives explicitly stated the reason why your verification could not be completed, or did they only continue requesting additional documents?
• Could you please confirm the exact date when you submitted the last requested document to the casino? Which document was it?
• Are there any documents in your account that are still pending verification?
• Am I correct in understanding that you made only one deposit into this casino?
• Have you attempted to contact the casino through live chat or any other communication channel besides email? If yes, what was their response?
• Could you also confirm whether the withdrawal amount of €351.30 is still visible in your casino balance?

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

Best regards

Veronika

Hello

question 1 - Have the casino representatives explicitly stated the reason why your verification could not be completed, or did they only continue requesting additional documents?

They have not confirmed why the verification has been so lengthy, I asked couple of times, but no response apart from "it is a standard procedure".

question 2 - Could you please confirm the exact date when you submitted the last requested document to the casino? Which document was it?

The last document I submitted was a bank statement with a single transaction visible in it (including my personal info which they requested). I did it on May 5th, 2026. I generated it the same way as previously. I thought they were thinking that it is not the original due to the fact that there had been no transactions visible...

question 3 - Are there any documents in your account that are still pending verification?

I verified my account using sumsub before playing, thinking it would prevent me from getting into the situation I am in right now. There are no documents requested on the casino website itself, they are declining my withdrawal and asking for all this stuff, last one was the utility bill or a bank statement with my full name and address visible.

question 4 - Am I correct in understanding that you made only one deposit into this casino?

Yes, I have made a single deposit, worth 50 euros using Paysafecard. Now I have won up to 351.3 eur and I can't withdraw due to the matter described.

question 5 - Have you attempted to contact the casino through live chat or any other communication channel besides email? If yes, what was their response?

Yes, I have contacted them via live chat. I have sent you the whole communication over the email.

question 6- Could you also confirm whether the withdrawal amount of €351.30 is still visible in your casino balance?

Yes, balance is there, but I can't withdraw it right now when I want to.

Thank you for your reply and for your email. Could you please forward me the documents that you sent to the casino after you were requested to undergo additional verification?

Hello

I have sent you all the documents to your email

Dear sportsbetting101

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, Martina (martina.b@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,

Veronika

Please note that if the matter becomes solely about sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department that handles such issues.

Dear sportsbetting101,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite SpinBetter Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Martina and sportsbetting101,

Thank you for bringing this matter to our attention.

Please be informed that the player’s case has been forwarded to our Security Department for an additional internal review and verification procedure. At the current stage, we are awaiting the final information and assessment from the responsible team.

We sincerely apologize for the extended verification time and any inconvenience caused during this process. Please note that additional verification measures may be required in accordance with our internal security protocols and regulatory compliance obligations.

Once we receive the final response from the Security Department, we will provide an update regarding the outcome of the review and any further steps, if applicable.

We appreciate your patience and cooperation.

Best regards,

Spinbetter

Dear SpinBetter Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Martina and sportsbetting101,

Following an additional review by our Security Department, the player is kindly requested to provide further proof of address documentation in order to complete the verification procedure in accordance with our internal security policies and compliance requirements.

Accepted documents include:

• A utility bill issued within the last month (for example: gas, water, or electricity bill), clearly showing the player’s full name and residential address;

or

• A bank statement displaying the player’s full name and residential address.

Please note that the requested documents must be valid, clearly visible, and match the information registered on the player’s account.

Once the required documentation is received and successfully reviewed, we will proceed with the next stage of the verification process.

We appreciate your cooperation and understanding.

With respect, Spinbetter

Thank you, SpinBetter Casino, for the update!

Dear sportsbetting101,

I would kindly ask you to submit the required documents to the casino and please let me know once this has been done.

Thank you very much in advance.

Hello Martina

Thank you very much for helping me.

I have sent video recording of my communication with them as well as my bank statement I provided them to your email. This email conversation clearly shows that they have had my bank statement with my full name and address visible for over a month now.

At first they declined my document because there were no transactions and it "looked fake", but I also provided them a screen recording of me actually generating the document in the internet bank. Couple of days later I provided them also another bank statement which showed 1 transaction since I thought that absence of transactions was the issue. No response ever since.

Dear sportsbetting101,

Thank you very much! I have received your statement in the email.

Dear SpinBetter Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the sportsbetting101´s verification process.

Please let us know at your earliest convenience.

Dear Martina and sportsbetting101,

Thank you for your message.

After an additional review of the case, we would like to clarify that on 27 May 2026 the player was requested to provide one of the following documents for Proof of Address verification:

a utility bill issued within the last month (such as a gas, water, or electricity bill), clearly showing the player's full name and residential address;

or a bank statement clearly displaying the player's full name and residential address.

At this time, the requested document has not been received in a form that would allow our Security Department to complete the verification process.

For this reason, the account verification remains pending. As soon as the player provides one of the requested Proof of Address documents that meets the stated requirements, the Security Department will be able to continue reviewing the case and proceed with the next stage of verification.

We would like to emphasize that the withdrawal has not been denied. The case remains open and is awaiting the required documentation needed to finalize the verification procedure.

We remain available for further cooperation and will gladly review the documents once they are submitted.

Kind regards,

SpinBetter Security & Compliance Team

Dear SpinBetter Casino Team,

Could you please provide the player with more detailed instructions regarding the required document?

The player has already submitted a bank statement in PDF format, which showed both his name and address.

Could you please clarify what exactly needs to be changed or added so that the document can be accepted as sufficient?

Thank you very much in advance.

Dear Martina,

Thank you for your question.

To complete the verification process, the player is required to provide a valid Proof of Address document.

The following documents are accepted:

• A utility bill issued within the last month (for example, gas, water, or electricity bill), clearly displaying the player's full name and residential address; or

• An original bank statement issued by the player's bank, clearly displaying the player's full name and residential address.

Please note that the document must be issued by the relevant institution and contain all required information in a clearly visible form. Once an acceptable Proof of Address document is received and successfully reviewed, the verification process may proceed further.

We appreciate the player's cooperation and remain available to review any newly submitted documentation.

Kind regards,

SpinBetter Security & Compliance Team

Hello,

Today I have provided you the same statement with my full name and address visible, a fresh statement, generated from the internet bank. For the record, this is the third time I do it, without including video proof of me generating the docs in my e-bank.

Also, you can't say that you have requested the document on 27 May 2026, because it was only done via this complaint with the idea that "player was requested to provide this document", not an actual request for me to do it.

In addition, it is not the best practice to ignore someone's response with sufficient documents by providing a new, identical request.

I also forwarded the email sent to them to your email Martina, along with the bank statement.

CC: martina.b@casino.guru

Thank you, sportsbetting101. I have received the document once again.

Just a small suggestion: if the bank statement was not accepted previously, it might have been helpful to provide a utility bill or another proof of address document instead. That way, we could have avoided submitting the same document multiple times. Of course, I understand that it is not always clear which document will be accepted.

Dear SpinBetter Casino Team,

Could you please let us know whether this document is sufficient for the verification process?

Thank you very much in advance for your assistance.

Dear Casino Guru Team,

Thank you for your inquiry.

We would like to confirm that the player’s account is currently at the Proof of Address verification stage within the standard KYC/AML procedure.

At this stage, the following documents have been requested from the player:

A utility bill issued within the last month (for example: gas, water, or electricity bill), clearly showing the player’s full name and residential address

or

An original bank statement issued by the player’s bank, clearly displaying the player’s full name and residential address

According to the information provided by our Anti-Fraud department, the required documents have not yet been received.

The player has also been advised to check their incoming messages, as instructions regarding the verification request have already been sent.

Once the required documentation is submitted and successfully verified, the account will proceed to the next stage of the verification process without delay.

We remain available for further cooperation and clarification.

Kind regards,

SpinBetter Security & Compliance Team

Thank you, SpinBetter Casino, for your message.

Dear sportsbetting101,

Since the casino’s message appears to repeat the same information as before, it would be helpful if you could carefully check the email the casino sent you and provide the document exactly according to their instructions.

Once you send them the required document, please let me know.

Thank you very much in advance.

Dear Martina,

I want to remind you of a full picture of what's been happening, because at this point it's gotten quite absurd.

Before I even placed my first bet, I verified myself through Sumsub - SpinBetter's own integration. They accepted it, let me deposit, play for over a month, win €351.30, and only then suddenly decided they need to verify me again. Through email this time. Interesting timing.

Since then I've sent them everything short of a blood sample:

-Both sides of my ID card

-Screenshots and screen recordings from my Paysafecard account proving the deposit came from my account

-A selfie with my ID and my computer showing our email conversation

-A bank statement with my full name and address visible

-A screen recording of me generating that statement live in my internet bank, because apparently a bank statement looks too fake

And now? Now they want my driving licence. A document nobody mentioned until this moment, with zero explanation of why anything I've already sent wasn't good enough.

That's the part that gets me, not once have they told me or you what's actually wrong with what I've provided. They just keep sending the same copy-paste list of accepted documents, as if I've submitted nothing at all. It's the same non-answer on loop.

Martina, I'd really appreciate if you could push them for:

-A straight answer on why each document was rejected, specifically, not a template

-A clear and final list of what's actually missing

-A concrete timeline for releasing my withdrawal

I did everything right before I even started playing. The money is in my balance, it's mine, and I'd like it back.

Thank you for your help with this.

Dear SpinBetter Casino Team,

I have sent you an email and would greatly appreciate it if you could review it at your earliest convenience. Thank you very much for your attention to this matter.

much

Dear Martina and Casino Guru Team,

Thank you for your message.

We would like to clarify that, according to the latest review conducted by our Security Department, the player has successfully completed the required verification process.

The account was previously subject to additional checks due to enhanced security and compliance procedures; however, the verification has now been completed.

We have re-confirmed this information internally with our Security team prior to responding.

At this stage, we are awaiting confirmation or feedback from the player in order to proceed with the final steps regarding the withdrawal process.

We kindly ask the player to acknowledge this update so we can ensure full alignment and continue resolving the case without further delay.

We remain available for any further clarification.

Kind regards,

SpinBetter Security & Compliance Team

Dear SpinBetter Casino,

thank you very much for the great news!

Dear sportsbetting101,

Please let me know, once you provide all the required information to the casino regarding your withdrawals.

Dear sportsbetting101,

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.