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A few days ago, I deposited €300.00 and have since played up to an amount of €381.71 (current account balance).

Suddenly, I was banned from all types of casino games and sports betting on spinbetter without any explanation. When I inquired with support, they refused to give me an answer.

As a result, I requested a withdrawal of the balance of €381.71 initially via MasterCard – the withdrawal was denied. I then tried via bank transfer – denied.

Both of the aforementioned withdrawal methods are now suddenly blocked and greyed out.

Upon further inquiry with support, they told me to use a different withdrawal method (e.g., Skrill). I was instructed to make a deposit via Skrill so that the deposit method could be used to process the withdrawal. However, I’m now unable to make any deposits with the message "Authentication problems." I then contacted live support as well as the withdrawal department multiple times – no response – I am being ignored.

Ich habe vor einigen Tagen 300,00€ eingezahlt und mir mittlerweile einen Betrag in Höhe von 381,71€ erspielt (aktueller Kontostand).

Plötzlich wurde ich ohne Angaben von Gründen für jegliche Art von Casinospielen und Sportwetten auf spinbetter gesperrt. Auf Nachfrage beim Support, konnte und wollte man mir keine Antwort geben.

Deshalb beantragte ich die Auszahlung vom Guthaben in Höhe von 381,71€ zunächst per MasterCard - die Auszahlung wurde abgelehnt. Anschließend probierte ich es per Banküberweisung - abgelehnt.

Beide o.g. Auszahlungsmethoden sind plötzlich gesperrt und grau hinterlegt.

Auf erneute Nachfrage beim Support hieß es, dass ich eine andere Auszahlungsmethode (z.B. Skrill) benutzen soll. Ich sollte deshalb eine Einzahlung per Skrill tätigen, damit die Einzahlungsmethode verwendet wurde, um anschließend darüber auszuzahlen. Plötzlich kann ich allerdings keine Einzahlungen mehr tätigen mit der Meldung „Authentifizierungsprobleme". Daraufhin kontaktiere ich mehrfach den Live-Support sowie die Auszahlungsabteilung - keine Antwort erhalten - ich werde ignoriert.

Dear schne275,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

• Have you made any successful withdrawals before?
• Do I understand correctly that no deposit methods are available?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Good morning dear Kristina,

First of all, thank you very much for your answer and your response to my request.

To answer your questions:

• I have not yet made a successful withdrawal
• There are many withdrawal methods available, but each one is rejected as soon as I request a withdrawal. I was told that I could only withdraw using the method I previously deposited with (bank transfer). When I did this, it was rejected and bank transfer was blocked/greyed out as a withdrawal method. I then tried using MasterCard, same problem as with the bank transfer. I therefore opened an account with Skrill to deposit with spinbetter, but I can no longer deposit at all due to the above error message. Since then, despite multiple attempts to contact them by email and live support, I have not received any replies.

Guten Morgen liebe Kristina,

zunächst vielen Dank für deine Antwort und deine Reaktion auf mein Anliegen.

Um auf deine Fragen zu antworten:

• Ich habe bislang noch keine erfolgreiche Auszahlung getätigt
• Es sind viele Auszahlungsmethoden verfügbar, nur wird jede abgelehnt, sobald ich die Auszahlung beantrage. Mir wurde gesagt, ich könne nur auf die Methode auszahlen, wie ich zuvor eingezahlt habe (Banküberweisung). Als ich dies tat, wurde es abgelehnt und Banküberweisung als Auszahlungsmethode blockiert/grau hinterlegt. Anschließend versuchte ich es per MasterCard, selbiges Problem wie bei der Banküberweisung. Ich eröffnete deshalb bei Skrill ein Konto, um darüber bei spinbetter einzuzahlen, aber ich komme überhaupt gar nicht mehr zum Einzahlen aufgrund o.g. Fehlermeldung. Seither habe ich trotz mehrfacher Kontaktversuche per E-Mail und Live-Support, keine Antworten mehr erhalten.

Dear schne275,

We have reviewed your issue and found that your payment manager is working with you to resolve the matter. You are currently receiving the necessary information, and any difficulties in the withdrawal process are being corrected and resolved by our specialists based on your dialogue.

Your withdrawal will be successful in the near future. Please continue to cooperate with the payment

department.

Best regards,

Spinbetter Support Team

Hello everyone,

Thank you both for your replies.

schne275, I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear schne275,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.