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Complaint Against Spinbet – Outstanding Approved Withdrawal and Ongoing Withdrawal Failures

Summary

I am seeking Casino Guru's assistance regarding an unresolved withdrawal issue with Spinbet that has now been ongoing for several weeks. Despite an approved withdrawal of NZD $2,100 on 14 June 2026, I have never received the funds. Since then, I have also been unable to withdraw any further winnings from my account. My account is fully verified and I have followed every instruction provided by Spinbet. I have made every reasonable effort to resolve this matter directly before requesting your assistance.

Further to this, NZD $500 is currently held in my account which I am unable to withdraw because every withdrawal request is declined.

Account Status

1. Fully verified account.
2. Previous withdrawals to the same Kiwibank account have been successful.
3. No outstanding verification requests.
4. No allegation of bonus abuse, breach of terms, fraud or compliance issues has ever been raised by Spinbet.

Timeline

1. Withdrawal approved 14 June 2026.
2. The withdrawal was declined multiple times before subsequently being approved on 14 June 2026.
3. The approved withdrawal has never been received.

Contact with my bank

I have contacted Kiwibank directly on two occasions following advice from Spinbet that the issue was my bank. Kiwibank confirmed that:

1. no incoming payment exists;
2. no payment is pending;
3. no payment has been blocked.

Contact with Spinbet

I have contacted Spinbet on numerous occasions via both live chat and email. Throughout this period I repeatedly requested:

1. confirmation that the payment had actually been transmitted;
2. a payment trace or reference number;
3. confirmation of whether the funds remained with their payment provider;
4. an explanation of why I had not received the approved withdrawal.

This information has never been provided. Instead I was repeatedly advised that the matter had been escalated to their Finance or Payments Team.

Further withdrawal failures

Following the missing withdrawal, I continued playing and won a further amount which currently stands at NZD $500. To date, every withdrawal request has been declined.

Spinbet instructed me to:

1. use a different bank account;
2. manually re-enter my bank account details;
3. provide screenshots of my bank details;
4. submit another withdrawal.

I complied fully with every request and this withdrawal has continued to fail. I have stopped trying to withdraw this amount and it is still showing in my account balance on Spinbet.

Communication

Spinbet eventually advised that a Customer Support Supervisor had personally taken ownership of my case. I was advised that the issue had been escalated urgently and that I would receive updates directly. Despite this assurance, no substantive information has been provided regarding:

1. the whereabouts of my approved withdrawal;
2. whether the payment was ever transmitted;
3. why my account can no longer successfully process withdrawals.

Most recently, Spinbet acknowledged that it was unacceptable that I had received no meaningful information and advised that I would receive feedback within 24 hours. As at the date of this complaint, I have still not received either:

1. a resolution; or
2. a substantive explanation.

Why I am requesting assistance

I do not believe there is any dispute regarding my entitlement to my winnings. Rather, my concern is that:

1. an approved withdrawal has not been received;
2. no evidence has been provided that the payment was ever transmitted;
3. subsequent withdrawals continue to fail regardless of the bank account used;
4. despite several weeks of correspondence, Spinbet has been unable to explain what has happened or when the issue will be resolved.

I have remained patient throughout, fully cooperated with every request, and made every reasonable effort to resolve this matter directly.

Resolution Requested

I respectfully request Casino Guru's assistance in obtaining either:

1. Payment of the outstanding approved withdrawal of NZD $2,100 together with restoration of my ability to withdraw the remaining balance from my account; or
2. A complete explanation from Spinbet, including the current status of the approved withdrawal;
3. confirmation of whether the payment was ever transmitted;
4. any available payment trace or payment reference;
5. the reason subsequent withdrawals continue to fail; and
6. the steps required to resolve the issue.

I have included the most relevant comms with Spinbet. I do have additional chat and email correspondence that basically same the same thing, but due to the attachment limit, I have not included these.

I appreciate your assistance in helping both parties reach a fair resolution.

Thank you.

[Redacted]

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you let us know how long did your last successful withdrawal took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Could you please provide a bank statement covering the relevant period so that we can verify that the payment has not been received?

You can send the document to my email at attila.g@casino.guru.

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,

Attila

Hi Attila.

Thank you for your email and for taking the time to review my complaint. I appreciate your assistance.

In response to your questions:

1. Timing of last successful withdrawal

Prior to this issue, my withdrawals to the same Kiwibank account had always been processed without any significant delays. I had never previously experienced any issues receiving withdrawals from Spinbet.

Since lodging my complaint, there has also been a positive development where Spinbet advised that they had identified and resolved an issue affecting withdrawals from my account. Following this, I submitted a withdrawal of NZD $500, which was approved and has now been successfully received into my Kiwibank account. I also submitted a further withdrawal last night, which has already been approved. While I am still waiting for the funds to arrive, I am confident they will be received based on the successful payment of the previous withdrawal.

2. Payment method

I used the same withdrawal method that I had successfully used previously for all withdrawals to my Kiwibank account. The issue therefore does not appear to relate to my bank account details or payment method.

3. Bank statement

I will email you a bank statement covering the relevant period. The statement confirms that the approved withdrawal of NZD $2,100 dated 14 June 2026 has never been received.

I would also like to clarify that, while I am pleased Spinbet has resolved the issue affecting my ability to make new withdrawals, the original approved withdrawal of NZD $2,100 remains outstanding and is still under investigation by their Finance Team.

Spinbet has advised me that a supervisor is personally overseeing my case and that the missing withdrawal remains a priority investigation. My complaint therefore now relates solely to the outstanding approved withdrawal of NZD $2,100.

Please let me know if there is any further information or documentation that would assist your investigation.

Many thanks

Hi Attila

Just checking in. I received an email from Spinbet today advising that Support is pushing for an update every day from another team (not specified what team this is), but they are yet to receive one. I would like to confirm, this withdrawal is still outstanding.

I'm unsure what the status is at your end, but I'm sure you will advise in due course.

Many thanks

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Jeana,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite SpinBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hi Casino Guru team and Jeana,

We've escalated your case and will get back to you with a resolution as soon as possible.

Thanks

Hi Jeana,

Looks like the issue of your payment was stuck with our payment provider, however, as per the email sent out to you yesterday, you should be able to place the withdrawal again.

Dear Jeana,

We kindly ask that you keep us informed regarding the timeline for processing the withdrawal request. Thank you for your ongoing support and assistance.

Thanks team. I have requested the withdrawal again which has been approved. Upon successful receipt into my bank account, I will mark this complaint as resolved.

Thanks, Jeana

Fantastic! Thanks, Jeana, and apologies for the inconvenience this issue has caused!

Dear Jeana,

Thank you for your message. We kindly request that you keep us updated regarding the receipt of the funds from the casino. We truly appreciate your ongoing support and assistance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jeana,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jana