SpinBetter Casino - Výběr hráče je opožděný.

Hello,

I signed up with SpinBetter almost two months ago; since then I've made 3 deposits totaling $1,273.30. I attempted to make my first withdrawal a few days ago and was rejected right away asking me to contact the security department to verify my account. Upon contacting them they asked me for a copy of my ID front/back in which i provided, they then asked me for the same id but this time on another background and under another angle, again i provided what they requested. Next they asked for a selfie holding my id card near my face and in the background should be the inbox e-mail from the security department, I complied the best i could since i only have two hands and its almost impossible to get the id and message to both focus. SpinBetter told me it was not clear enough so i sent in another but received the same response. Finally i uploaded a video to them showing my id along with the e-mail both clear as day, they sent me an e-mail back saying "pay attention to the requirements of the security department, otherwise further actions are impossible". I offered to video chat with them and received the same response i just posted in quotes. There sending me in circles and won't pay me, I'm not sure what else to do but to ask for your assistance.

Dear Playamaka,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Playamaka,

Have you received your withdrawal from the casino yet?

No they told me they are keeping all of my profits and only let me withdrawal my deposit. Such a shady casino

Thank you for your reply, Playamaka. Did the casino provide any explanation why your winnings have been confiscated? Was it because you didn't pass the verification?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Playamaka,

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, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.