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Subject: Repeated support failures and unresolved cashback issue

This is not my first complaint about SpinBetter. I have previously reported problems with your customer support, technical department and VIP management. Unfortunately, the same pattern continues: generic responses, no concrete answers, no follow-up and no actual solutions. I repeatedly have to contact different people and escalate matters just to get anyone to take action.

I have also repeatedly experienced problems with withdrawals. Last week, once again, card withdrawals were unavailable while deposits using the same card worked normally. I was directed to alternative withdrawal methods, which subsequently disappeared as well. Only after repeatedly contacting support, my VIP Manager and mentioning Casino Guru did the situation finally receive attention.

My current complaint concerns cashback.

For six days I have had no access to my cashback section. Previously I could see a balance of 4.33 PLN, but since then I have remained active on my account and cannot see whether or how much additional cashback has accumulated. I cannot check the balance, verify the calculation or use/withdraw the cashback.

I am therefore completely unable to verify what is happening with my cashback.

Support keeps telling me that there is a technical problem and that specialists are working on it. No concrete explanation, solution, alternative access or withdrawal method has been offered. Nobody has explained how the cashback accumulated during this period will be accounted for or how I will be able to verify the correct amount.

I contacted my VIP Manager several times. His response was repeatedly that he had no information and would get back to me when he knew more. He never came back with any concrete information, so I had to contact him again myself.

He did provide me with a one-time bonus of 100 free spins without wagering, which I appreciated, but this does not solve the actual problem. It does not give me access to my cashback or allow me to verify how much I have accumulated.

I then contacted the technical department directly. I received a message saying that someone was "already dealing with my question". Hours passed without any further response, action or solution. I followed up again and still received no actual answer.

This is why I am escalating the matter to Casino Guru.

I am not claiming that every technical problem is intentional. However, the repeated pattern of unavailable withdrawal methods, generic responses, lack of follow-up and the need to repeatedly escalate issues is extremely concerning.

I am asking Casino Guru to review:

Why I have been without access to my cashback for six days.

How SpinBetter will account for and verify the cashback accumulated during this period.

Why no alternative solution has been offered.

Whether compensation is appropriate.

Whether this repeated way of handling customer complaints is acceptable.

I am attaching screenshots and the full communication history as evidence.

I have given SpinBetter multiple opportunities to resolve this directly. I still have no access to my cashback and have not received a concrete solution.

At the time of submitting this complaint, I have still received no response to my latest messages, either from my VIP Manager or from the technical department.

Kind Regards, Kamila

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DearKami1234,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have experienced with your cashback at SpinBetter.

To better understand the situation, could you please clarify the following:

• Have you successfully completed the KYC verification process?
• Could you please provide evidence showing that you are eligible for the cashback in question and that cashback should continue accumulating based on your gameplay?
• Could you please provide a link to the cashback promotion or the applicable cashback terms and conditions?
• What games have you been playing during the period in which you believe additional cashback should have accumulated?

Please attach any relevant screenshots or evidence directly to the complaint thread.

Thank you very much in advance for your cooperation. I look forward to your reply.

KM

Hi Karla,

I have attached screenshots showing the actual issue with my cashback.

The first screenshot shows my VIP account with a cashback balance of 4.33 PLN and the "Withdraw Cashback" button.

The second screenshot shows that both the cashback balance and the withdrawal option have disappeared completely.

This situation has continued for approximately a week.

This is not a question of whether I am eligible for cashback. I played games for which cashback applies, but this is not even the main point. Even if no additional cashback had been accumulated, my previously recorded balance of 4.33 PLN should still have been visible.

Cashback was previously displayed in my account on a daily basis. If no additional cashback was accumulated on a particular day, the balance should still have been visible as 0, as it had been in the past. Instead, the balance and the withdrawal function have now disappeared completely.

I am also attaching a screenshot of the "Recently played" section of my casino account, showing the games I have recently played. These are games for which cashback applies under the relevant terms. However, the main issue remains the disappearance of my cashback balance and withdrawal function.

SpinBetter’s own responses, which I have already attached to this complaint, repeatedly confirm that there is an ongoing technical problem and that their specialists are working on it.

I would kindly ask you to examine the attached screenshots carefully, as they clearly show the change in my cashback section and the issue I am reporting.

I would also like to emphasize that my disappointment is not limited to the technical problem itself, but also concerns the way SpinBetter handles such situations. The technical department has not responded to my latest message, while my VIP Manager continues to send generic replies stating that the issue is still being worked on, without providing any concrete information or solution. Despite my repeated attempts to resolve this directly, I am still left without access to my cashback and without a meaningful response.

Kind regards, Kamila

Dear Karla,

Regarding my previous message, I would also like to attach the following additional evidence.

I am attaching screenshots of the cashback terms and conditions, as well as two additional messages exchanged with SpinBetter. Since only five screenshots can be attached to one message, I am providing the remaining evidence in this follow-up message

Dear Kami1234,

Thank you for your patience and for providing the additional screenshots and information.

Could you please confirm whether the technical issue with your cashback section has been resolved and whether you can now access your cashback balance and withdrawal function?

Additionally, is your previously displayed cashback balance of 4.33 PLN still available?

If the issue persists, could you please clarify the total amount of cashback you believe is currently missing or inaccessible?

Thank you very much for your cooperation. I look forward to your response.

Karla M.