The player from Germany had deposited a total of 2,500 euros for welcome bonuses and won 8,741 euros in real money. After initially requesting two withdrawals, he discovered that his account was blocked for further withdrawals without explanation. Despite having contacted live chat and sent an email to Spybet, he had not received any clarification regarding the account's status. The issue was resolved when the casino verified his account and began processing his withdrawals, allowing him to withdraw 8,000 euros so far. The remaining balance was subject to a withdrawal limit, and the complaint was marked as resolved.
Spybet Casino - Player’s account is blocked for withdrawals.
Amount: €8,741
Spybet Casino
Safety Index:Below averageSafety Index
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6.4
Spybet Casino has a Safety Index of 6.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
2 months ago
Translation
Hello
On April 24, I deposited 1,000 euros for the 4th welcome bonus (100% up to 1,000 euros bonus) and received a 1,000 euro bonus.
https://spybet2.com/de/promotions/casino/welcome-package
Previously I deposited a total of 1500 euros for the first 3 welcome bonuses without winning anything
In total, I have already deposited 2500 euros for all 4 welcome bonuses
With my real money I was able to win 8741 euros.
I then decided to withdraw my real money winnings and forgo the 1000 euro bonus.
I already requested a withdrawal of 2x500 euros on April 24th, and the 1000 euro bonus was automatically canceled by the withdrawal.
When I wanted to request a withdrawal of 500 euros again today, I unfortunately discovered that my account was blocked for withdrawals.
The live chat couldn't give me an answer as to why my account is blocked for withdrawals
In the live chat I was only told that I should send an email to write to find out why my account was blocked for withdrawals.
I have now written an email to spybet but have not received a response yet.
This is my first withdrawal from this casino.
in my verification tab it says:
It looks like your account does not need to be verified
I can't upload any documents either
I cannot understand the casino's decision to block my account for withdrawals and hope you can help me in this case
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Dear fowi30,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spybet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Do I understand correctly that you accepted a 4th deposit bonus and achieved your winnings with the real money portion of your balance?
- When was the last time you were in contact with the casino support, and what did you discuss? Could you please share your communication with the casino, trying to resolve the situation with me?
- Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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2 months ago
Translation
Do I understand correctly that you accepted a 4th deposit bonus and earned your winnings with the real money portion of your balance?
Yes
When was the last time you contacted casino support, and what did you discuss? Could you please share your communication with the casino and try to clarify the situation with me?
I contacted the casino via email.
There I was informed that I can now upload my documents.
After the verification is completed, withdrawal requests should be possible again
I am currently preparing and uploading the required documents
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2 months ago
Translation
almost all documents were accepted
However, the casino wants to have a transaction history from my mifinity account again from 28.3.25-28.4.25
Even though I have already sent it to you, it is being requested again.
I have not received any explanation from the casino as to why they are requesting it again
I have now re-uploaded the mifinity account statement for this period
Edited
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Thanks for the explanation and the update provided.
- Has the casino accepted the transaction history from your Mfinity account?
- Did the casino ask for any further documents, or has the casino proceeded with the payout of your winnings?
Please let me know.
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2 months ago
Translation
Has the casino accepted the transaction history from your Mfinity account?
I don't know, unfortunately I don't get any more answers from the casino
The last response from the casino was on April 28th.
Silvia (Spybet)
Apr 28, 2025, 4:52 PM EEST
Good day J?rg,
Thank you for contacting our Casinoly customer support.
We sincerely apologize for your situation. We have forwarded your concerns to the Finance Department and will get back to you with a response as soon as possible. We thank you for your patience and cooperation!
If you have any further questions, please contact us by email or via live chat.
Has the casino requested additional documents or has the casino started paying out your winnings?
The casino has not requested any further documents except the mifinity account statement, which I have already uploaded several times
I can't currently upload any documents to my verification tab either. There's no information about which documents are required, and there's no upload button.
it says: verification required please upload the documents requested below to verify your account
withdrawals are still blocked and I cannot request a withdrawal
so far no winnings have been paid out or processed
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Public
2 months ago
Translation
I would ask you to invite a representative of the casino to this discussion so that the matter can finally be clarified
Why the casino repeatedly requests a fininity account statement for the period: March 28, 2025 - April 28, 2025 even though I have already uploaded it several times.
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Public
Complaint Specialist
Public
1 month ago
Thank you very much, fowi30, for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]), 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.
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Hello, fowi30!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Hello, fowi30,
casino representative told that your account has been successfully verified and you withdrawals were completed. Can you confirm it?
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1 month ago
Translation
Yes, they have started processing my payouts.
I will keep you updated until everything has been paid out.
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Casino Analyst & Complaint Specialist
Public
1 month ago
Hello fowi30,
has there been any progress with your withdrawals?
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1 month ago
Translation
I have been able to withdraw 8,000 euros so far.
I still have 770 euros in my account but I cannot withdraw them
I get the error message: withdraw limit reached
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Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
The casino has default 7k/month limit, so it is probable that you have reached this threshold. I suggest that we close this complaint as resolved, and then, if your final payment would not arrive in a month or earlier, you ask for the reopen. How does it sound?
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Good!
I am now marking the complaint as resolved. I would like to thank the casino for their assistance.
Also, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Pavel Kaczynski
www.kpvfaw.com
