SpinBet Casino - Обліковий запис гравця недоступний.

Hi,

I registered here in june and deposit and made withdrawal ok. Suddenly they changed something that i cannot login anymore. Their support has been very confused lately. Some of agents says that Finland is not anymore allowed country; some of agents says that Finland is allowed country. I have many many discussion with them in last weeks.

They said that I have 45€ money in my account and of course I want this money back. They dont want pay that because their last argument was that Finland was restricted country in June already. Please investigate this and help me and maybe other players too.

Dear kaijoke,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Was your country filled in in your player profile to your knowledge?
• Was your account in the casino verified?
• Did you achieve your current balance with the help of a bonus?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I answered via email. There are many separated emails with them. I forwarded some of these.

I cannot see anything in their website (policy/terms) because of their weird website restriction (suddenly).

Thank you very much, kaijoke, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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.  

Dear kaijoke,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Based on my findings and the latest available data from SpinBet Casino’s Terms & Conditions as of June 2, 2024, Finland was not listed as a restricted country at that time, and it still isn’t. However, a geo-block for Finnish IP addresses is now in place on the website.

I fully understand your situation and will do my best to assist in getting your deposit refunded. Since SpinBet Casino has not yet registered a representative account on our platform, they won’t be able to respond directly to the thread. However, I’ve already reached out to their representative through an external channel and am currently awaiting their response. I’ll keep you informed of any updates as soon as I receive them.

Thank you for your patience and understanding.

Best Regards,

Kubo

Dear kaijoke,

Following the recent communication with a representative from SpinBet Casino, I am pleased to inform you that they have agreed to reimburse your €45 deposit. According to their team, the funds have already been processed and should be on their way to your account.

Please confirm once you receive the payment so that we can move forward with marking your complaint as resolved.

Thank you for your patience and cooperation.

Thx, i got money!

Dear kaijoke,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo