SpinBetter Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

Hello,

I've been registered with SpinBetter since May 22, 2025, and I primarily bet on sports. Until August 18, 2025, I was able to make seven withdrawals (€500, €500, €500, €500, €500, €700, and €400) to my bank account without being asked for verification. However, since August 18, 2025, I've been unable to make any withdrawals because verification has now been required:

18.08.2025 21:41: Photo passport and then

18.08.2025 21:58: Photo passport other background and then

18.08.2025 22:11: Photo passport with sheet current date and then

18.08.2025 22:36: Selfie with passport and in the background screen with email from SpinBetter visible

21.08.2025: Query whether the verification was successful

22.08.2025 12:15: Consumption bill sent

29.08.2025 20:14: Query whether the verification is now successful

29.08.2025 20:21: SpinBetter answer: the driver's license is now required

2.9.2025 20:54: Photo of both sides of my driver's license sent

5.9.2025: Now a photo ID card of both parties is required, but I do not have an ID card, since in Austria passport and driving license are sufficient for identification

I now ask for your help

Best regards, Harald

Hallo,

Ich bin bei SpinBetter seit 22.05.225 registriert und bin vor allem bei Sportwetten aktiv. Ich konnte bis 18.08.2025 sieben Auszahlungen (500,500,500,500,500,700 & 400€) ohne das eine Verifikation verlangt wurde auf mein Bankkonto durchführen. Aber seit 18.08.2025 ist keine Auszahlung mehr möglich, da nun doch eine Verifikation verlangt wurde:

18.08.2025 21:41: Foto Reisepass und dann

18.08.2025 21:58: Foto Reisepass anderer Untergrund und dann

18.08.2025 22:11: Foto Reisepass mit Blatt aktuelles Datum und dann

18.08.2025 22:36: Selfie mit Reisepass und im Hintergrund Bildschirm mit Email von SpinBetter sichtbar

21.08.2025: Nachfrage ob nun die Verifikation erfolgreich war

22.08.2025 12:15: Verbrauchsrechnung gesendet

29.08.2025 20:14: Nachfrage ob nun die Verifikation erfolgreich ist

29.08.2025 20:21: SpinBetter Antwort: es wird nun der Führerschein benötigt

2.9.2025 20:54: Foto beider Seiten meines Führerscheines gesendet

5.9.2025: Nun wird ein Foto Personalausweis beider Seiten verlangt, ich habe aber keinen Personalausweis, da in Österreich Reisepass und Führerschein für eine Legitimation ausreichend ist

Ich bitte nun um Ihre Hilfe

Viele Grüße Harald

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with withdrawing your funds from SpinBetter Casino.

To help clarify your situation and assist you better, could you please provide more information by answering the following questions:

• Have all your identity documents been approved by the casino so far?
• Have you attempted to contact SpinBetter's customer support to ask them about any alternative documents you could provide instead of an ID? If so, what was their response?
• Are there any additional documents or requirements listed by SpinBetter that you haven't submitted yet?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello Veronica,

Thank you for your quick response. Now to your questions:

1) To date, there has not been a single confirmation from SpinBetter of the numerous document submissions, but only additional requests as soon as I sent the requested documents or, when I asked, new documents were immediately requested.

to2) I have not yet asked for an alternative, but will do so now

to 3) I have sent all the required documents except for the last one, since, as already mentioned, I do not have an identity card

Best regards

Harald

Hallo Veronika,

Danke für Ihre schnelle Rückmeldung. Nun zu Ihren Fragen:

zu1) Es gab bis heute keine einzige Bestätigung seitens SpinBetter von den wirklich zahlreichen Dokumentensendungen, sondern nur Nachforderungen sobald ich die geforderter Dokumente gesendet bzw. bei meinen Nachfragen wurden sofort neue Dokumente gefordert.

zu2) habe nun noch nicht nach eine Alternative gefragt, werde das nun aber gleich nachholen

zu3) habe alle geforderten Dokumente gesendet, bis auf das letzte Dokument, da ich ja wie schon erwähnt keinen Personalausweis besitze

Beste Grüße

Harald

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

Dear HH19,

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,

Veronika