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Hello, I ask you to understand the solution of my conclusion on this site, the fact is that earlier the conclusions were carried out within 5-10 minutes. I wrote to clarify when the application will be processed because a whole hour has passed. I was told that the withdrawal was approved and the payment system would process the withdrawal within 7 days, excluding weekends. This is the first time I hear this!!!! I asked for a transaction ID to call and find out if they see any transfer there. But the chat operator flatly refused to provide me with a transaction ID. The fact is that the operators of this site behave very arrogantly and not adequately !!! Previously, it was not clear to me for what reason the cashback was not credited, although I had the right to do so, since over the past 7 days I have lost more than the withdrawal amount. But it’s not clear why they didn’t explain to me and so the cashback was not combed.

Здравствуйте прошу разобраться вас в решении моего вывода на этом сайте, дело в том что ранее выводы осуществлялись в течении 5-10 минут. Я написала для уточнения когда заявка будет обработана потому как прошол целый час. Мне ответили что вывод одобрен и платежная система будет обрабатывать вывод в течении 7 дней не считая выходных. Я впервые такое слышу!!!! Я попросила ID транзакции что бы позвонить и уточнить там видят ли они какой либо перевод. Но мне оператор чата на отрез отказала предоставить ID транзакции. Дело в том что операторы данного сайта ведут себя очень нагло и не одекватно!!! Ранее мне непонятно по какой причине незачислен кеш бек, хотя у меня на это было право так как, за прошедшие 7 дней у меня больше было проиграно чем сумма вывода. Но непонятно почему мне нестали объяснять и так кеш бек не начесляли.

Hello Nadejdanadejda,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SpinBetter Casino. Please allow me to ask you a few more question before we would move forward.

Do I understand it correctly that the issue is that you did not receive a cash back bonus? What exactly is the issue with your withdrawal, could you please elaborate?

Looking forward to your answer.

Regards,

Nick

No, but what about my conclusion? Money is not withdrawn to me 2900 UAH

Не ну а что косательно моего вывода?? Мне деньги невыводят 2900 грн

If earlier they were withdrawn within 5 minutes, then the money has not been withdrawn from the site for a day

Если ранее их выводили в течении 5 минут то уже сутки как деньги невыводят с сайта

Look first, the payment is not paid. For the amount of 2900 UAH. What they pull is incomprehensible they write to wait up to 7 working days! Brad is complete. As for Beck's cash, look for 7 days from 07/01/22 to 07/07/22, about 7,000 thousand were lost, that is, more than the output was lost. Cashback was available there, but they refused to back it up! And they didn't explain anything. I have their answers. I played for real money and I do not understand the reason for the refusal. They just blatantly refused without explanation.

Посмотрите во первых выплата невыплачиваеться. На сумму 2900 грн. Что тянут непонятно пишут ждать до 7 рабочих дней! Бред полнейший. Что косательно кеш Бека посмотрите за 7 дней с 01.07.22 по 07.07.22 проиграно около 7000 тысяч тоесть проиграно больше чем вывода. Кеш бек там бул доступен, но они отказались его начеслять! И нестали ничего обьеснять. У меня есть ихние ответы. Я играла на реальные деньги и я не понимаю причину отказа. Просто внаглую отказали без объяснения причины

I sent you screenshots with deposit and withdrawal data for the entire time spent on the site. You can see for yourself. They have cashback for the past week and there was more lost than withdrawn during that week

Я вам отправила скриншоты с данными депозитав и вывода за все время проведения на сайте. Вы можите сами в этом убедиться. У них начесляеться кешбек за прошедшую неделю и там за ту неделю больше проиграно, чем снято

Also earlier the withdrawal was within 5 minutes. Now 2 days have passed and the money is still being processed. Check you let them provide you with such arguments where they say in the rules that the withdrawal takes within 7 working days. They explain that the money was withdrawn from the site, but the transaction ID for some reason refuses to name it. How blatantly they lie to me. There is no such thing anywhere, well, up to a maximum of 5 days of working, and then I have not encountered this before anywhere. Where they took these 7 days, I do not know. Therefore, please decide why the payment of 2900 UAH does not go to my bank card

Так же ранее вывод был в течении 5 минут. Сейчас уже 2 суток прошло деньги так и весят в обработке. Проверьте вы пускай вам предоставят такие оргументы где у них в правилах написано что вывод занимает в течении 7 дней рабочих. Они объясняют мол деньги с сайта выведены но ID транзакции почему то на отрез отказуеться называть. Как по мне нагло врут. Нет такого нигде ну максимум до 5 дней рабочих и то с таким не сталкивалась ранее нигде. Где они эти 7 дней взяли я не знаю. Поэтому решите пожалуйста почему выплата 2900 грн так и не поступает на мою банк карту

I will now send you pictures of correspondence with these insolent people! The scumbags are utterly brazenly answering, but what I need is ignoring me

Я вам сейчас скину снимки переписки с этими наглицами! Отмарозки полнейшие нагло отвечают но то что мне нужно меня игнорят

I'll just send it back by email.

Только отправлю ответным письмом на почту

Here is a screen on which you can see that the chat operator refuses to answer why I was not credited with cashback.

Вот скрин на котором видно что оператор чата отказуеться отвечать почему именно мне неначислен кешбек.

I would like to invite SpinBetter Casino to join us and clarify the situation regarding the player's cash back bonus.

That's right, let me explain why

Все верно,пускай пояснят в чем причина

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’.

Quite right, the winning money that was withdrawn after 9 days returned back to the account, but after a second application, they were withdrawn for 2900 UAH. As for cashback, let them correctly answer why it was not credited. There were gross violations on their part and they simply refused to consider what I showed them.

Совершенно верно, деньги выйгрвшные которые были на выводе через 9 дней вернулись назад на счёт но после повторной заявки их вывели 2900 грн. А что касательно кешбека то правильно пускай ответят почему он не был начислен. Там было грубейшие нарушения с ихней стороны и рассматривать то что я им показывала они просто отказались на отрез.

Good afternoon!

The withdrawal was made on the 27th. You did not receive cashback because the amount of withdrawals is greater than the amount of the deposit since the last cashback.

Sincerely, Spin-Better, Claims Department.

Добрый день!

Вывод был выполнен 27 числа. Кэшбек Вы не получили потому что сумма выводов больше, чем сумма депозита с момента последнего кэшбека.

С уважением, Spin-Better, отдел по работе с обращениями.

Dear Nadejdanadejda,

Is this explanation enough from the casino? Is there anything else we can do?

Dear Nadejdanadejda,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

And what does the 27th have to do with it if it was a new week from the first day for 7 days there were more losses than withdrawals, you have all the transactions they consider according to the decision of the last 8 days, for the last 8 or 7 days it turns out that the loss is more than the win

А причем тут 27 число если речь шла о новой недели с первого числа в течении 7 дней было больше пройгрыша чем вывода, у вас есть все транзакции они считают по решению последних 8 дней вот за последние эти 8 или 7 дней получаеться что пройграша больше чем выйграша

So such an answer definitely does not satisfy me. Check the transactions again and you can see for yourself. There is clearly something mixed up.

Так что такой ответ меня точно не удовлетворяет ещё раз проверьте транзакции и сами в этом можите убедиться. Там явно что то путают

Dear SpinBetter Casino,

Can you clarify why was the cash back bonus not credited to the player? From which day is the cash back amount counted? Is there any way you can show the exact win/loss of the player for the period mentioned?

We haven't hear anything from the casino since our last post. I would like to ask them again to respond here. If we won't get any respond within the next week, we will be forced to close the complaint as unresolved.

Good. You can check for yourself that they are a little deceiving when I wrote to them for cashback and wrote that there was more loss than output, they answered me that this does not affect cashback and poked me some kind of formula for which I was a dip whatever one may say. They just behaved arrogantly at that moment.

Хорошо. Вы можите сами проверить то что они немножечко обмануют, когда я им писала за кешбек и писала что больше пройграша чем вывода они мне отвечали что это не влияет на кешбек и тыкали мне какую то формулу по каторой я была прова как не крути. Просто они себя нагло повели в тот момент.

The complaint will be now closed for the above mentioned reason.

I'm really sorry that the casino did not respond and we couldn't help you resolve your issue. You can still try to contact directly the casino's license provider, they might be able to solve it.

Regards,

Nick

The complaint was reopened based on the casino's request.

I would like to ask them to post their statement here.

Dear Nadejdanadejda and Nick,

Cashback could be calculated for the period 07/27/22 to 08/04/22, but it was not available to this player due to the fact that the amount of withdrawals exceeded the amount of deposits for the period 07/27/22 - 08/04/22.

Sincerely, SpinBetter, Claims Department.

Dear SpinBetter Casino,

Can you please provide an evidence of your claim - showing the player's possible cash back amount with the amount of deposits/withdrawals from the mentioned week.

Please forward it to nikolas.b@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.

Dear Nick,

We sent all the information that you requested to your e-mail on 02/11/2023.

Could you please check your e-mail and let us know that the message has arrived.

Sincerely, SpinBetter, Claims Department.

Thank you SpinBetter Casino for providing the evidence. We will be now closing the complaint as the casino provided a proof that the player was not eligible to receive a cash back bonus.

Best regards,

Nick