SpinBet Casino - Hráčský účet byl uzavřen bez vyřešení.

I’ve been playing at spinbet casino who took money from me via crypto. I had a good win and have been trying to withdrawal, they accepted my utility bill which had my Australian address on it and asked for another id pic as I scanned it and was meant to be a pic. Anyhow they have now blocked my account saying I’m not allowed to play in Australia, but what if I’m on holiday in New Zealand? How can I get my money or can I not?

Dear emma628,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinBet Casino.

Please note when playing in online casinos you need to register with your current and accurate personal information.

If you reside in Australia, but accessing the casino from New Zealand you will not be able to enter an Australian address, which means Australian players are not accepted.

Please allow me to ask you a question regarding your situation:

• Could you please confirm you registered with the correct personal information indicating your Australian address?

Thank you very much in advance for your reply.

Best regards,

Tomas

hi, yes registered with my Australian address. And also uploaded a utility bill which also had my address on it and which was accepted as verification prior them denying another form of verification also with my address.

Thanks for the reply

Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Be sure to include any justifications from the casino for its actions against you.

Dear emma628,

• Do you have any correspondence in which the casino accuses you of breaking the rules or justifying its actions against you?
• Have you played from your home address or from abroad?
• Have you used a VPN service when playing?

Please send any screenshots or communication on the topic that would support your case. My email is tomas@casino.guru

I'll wait for your reply.

Hi, I have forwarded you all I have already.

play from a VPN. Let me know if you need anything else.

Thanks for your reply.

• Please let me summarize: You registered an account while using a VPN from New Zealand, but you managed to enter your Australian address and phone number despite the option to register with an Australian address not currently available.
• Could you please share the email confirmation of the registration of your player's account? Send the information to my email at tomas@casino.guru
• Could you please explain when you have registered an account in this casino?

Yes all correct,

I have looked through all of my emails, and all of my junk, all of my deleted and even deleted to be restored and can not find a registration email. I definitely registered with an Australian address.

I registered an account with them 12/11. I did a withdrawal 2k with no issues first. And then the one after that was the problem only because it was a larger amount. (6k)

Thank you very much, emma628, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello emma628,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a SpinBet Casino representative to join this conversation and participate in resolving this complaint.

Dear SpinBet Casino,

Could you comment on this?

Thank you in advance for providing the information.

Thank you so much,

not a problem at all hope it can be resolved.

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.