K?ra Veronika,
Tack f?r att du tittar p? den h?r fr?gan. Nedan finns svaren p? dina fr?gor, tillsammans med en sammanfattning av min erfarenhet av Spinbet.com.
Tidslinje f?r h?ndelser:
? 16 oktober 2024: Jag f?rs?kte mitt f?rsta uttag.
? 18 oktober 2024: Min verifiering nekades, troligen f?r att jag laddade upp mitt brittiska pass ist?llet f?r mitt Nya Zeeland. (Jag har flera medborgarskap p? grund av mina f?r?ldrar men jag bor i Nya Zeeland.)
? Efter avslaget st?ngdes mitt konto av, vilket hindrade mig fr?n att logga in.
? 26 mars 2025: Jag f?rs?kte verifiera mitt konto igen. Eftersom jag blev avst?ngd kunde jag inte ladda upp dokument via webbplatsen enligt instruktioner fr?n supporten. Ist?llet skickade jag in mitt Nya Zeelands pass och en elr?kning via e-post.
? Kort d?refter fick jag ett bekr?ftelsemail fr?n supporten d?r det stod:
"Ja, din adress och ID ?r godk?nda."
? Efter att ha f?tt detta godk?nnande f?rs?kte jag logga in och m?ttes av ett meddelande om att "Take A Break"-l?get var aktivt:
Starttid: 18 mars 2025, 14:50
Sluttid: Ogiltigt datum
? Datumet sammanfaller med n?r min verifiering f?rst avvisades.
Svar fr?n supporten:
Sedan dess har jag kontaktat supporten flera g?nger, bara f?r att f? generiska, ohj?lpsamma svar som g?r i cirklar. N?gra exempel inkluderar:
"I detta kommer jag att eskalera detta till v?rt team f?r att kontrollera om vi kan ?ppna kontot igen nu. N?r jag h?rt tillbaka fr?n teamet kommer jag att skicka ett e-postmeddelande till dig."
"Det finns ingen tidsram, men den b?r inte vara l?ngre ?n 24 timmar. Om du har n?gra fr?gor eller beh?ver hj?lp, tveka inte att kontakta v?rt v?nliga supportteam. Vi hj?lper alltid g?rna till!"
"Jag f?rst?r hur br?dskande det ?r, ingen oro, vi kommer att g?ra v?rt b?sta f?r att p?skynda saker och ting. Om du har n?gra fr?gor eller beh?ver hj?lp, tveka inte att kontakta v?rt v?nliga supportteam. Vi ?r alltid glada att hj?lpa till!"
"Jag ber om urs?kt f?r f?rseningen, men efter att ha granskat ditt eskalerade problem kan jag tyv?rr meddela att det inte finns n?gon uppdatering tillg?nglig just nu. Var dock medveten om att v?rt team arbetar h?rt f?r att l?sa problemet. Tack f?r ditt t?lamod och din f?rst?else. Om du har n?gra fr?gor eller beh?ver hj?lp, tveka inte att kontakta v?rt v?nliga supportteam. Vi hj?lper alltid!"
"Tack f?r att du kontaktar oss. Jag f?rst?r dig ang?ende detta. S? mycket som jag skulle ?lska att fixa det h?r ?t dig just nu skulle jag g?ra det. Men jag ?r knuten till den h?r fr?gan som v?rt team som sk?ter det h?r ?rendet. Men oroa dig inte, jag har redan gjort en uppf?ljningsrapport och noterar att du har jagat det h?r ?rendet l?nge nu f?r att p?skynda processen fr?n v?rt ?rendeteam. V?nta p? e-postmeddelandet."
"Jag ber om urs?kt f?r den frustration du upplever. Jag f?rst?r din oro och jag vill f?rs?kra dig om att v?rt team fortfarande arbetar aktivt med ditt ?rende. Tyv?rr v?ntar vi f?r n?rvarande p? en uppdatering fr?n v?r ekonomiavdelning f?r att kunna forts?tta."
"Jag f?rst?r fullst?ndigt din frustration ?ver den h?r saken. Om jag var i dina skor skulle jag k?nna p? samma s?tt. Var dock inte orolig, jag kommer noga att ?vervaka situationen och h?lla dig uppdaterad s? snart jag h?r tillbaka fr?n dem. Om det finns n?got annat jag kan hj?lpa dig med, tveka inte att h?ra av dig."
"Urs?kta f?rvirringen eftersom jag har granskat ditt problem noggrant igen och har f?ljt upp i enlighet med detta. V?rt ekonomiteam arbetar fortfarande med att l?sa det. Men f?r n?rvarande finns det inga uppdateringar att tillhandah?lla. Vi uppskattar ditt t?lamod och kommer att h?lla dig informerad s? snart det finns framsteg."
"V?rt team h?ller fortfarande p? att genomf?ra en grundlig granskning, och ?ven om vi inte kan dela specifika detaljer ?nnu, v?nligen vet att vi arbetar h?rt f?r att l?sa detta s? snabbt som m?jligt. Vi kommer att uppdatera dig personligen s? snart vi har mer information. Om du har n?gra fr?gor eller beh?ver ytterligare hj?lp i framtiden, tveka inte att kontakta oss."
"Detaljen i utredningen har inte avsl?jats, men vi ber v?nligt om deras t?lamod under denna process.
Om du har n?gra fr?gor eller beh?ver ytterligare hj?lp i framtiden, tveka inte att kontakta oss."
Det har nu g?tt fem dagar sedan min KYC godk?ndes, men mitt konto ?r fortfarande otillg?ngligt och jag kan inte ta ut mina NZD 49 997,56 USD.
Mina fr?gor:
1. Varf?r ?r mitt konto fortfarande l?st i l?get "Ta en paus" n?r min avst?ngning h?vdes?
2. Vilken "utredning" genomf?rs och varf?r informerades jag inte om n?got problem n?r min KYC godk?ndes?
3. Om mitt konto inte kan ?terst?llas omedelbart, varf?r kan jag inte helt enkelt ta ut hela mitt saldo till en BTC-pl?nbok och st?nga mitt konto?
Denna situation ?r oacceptabel. Jag skickade in allt som kr?vdes, genomf?rde verifieringen och ?nd? ?r jag fortfarande utel?st utan n?gon rimlig f?rklaring. Jag uppskattar din hj?lp med att driva p? f?r en verklig l?sning snarare ?n bara ytterligare ett vagt supportsvar.
Med v?nlig h?lsning,
Andrew
Dear Veronika,
Thank you for looking into this matter. Below are the answers to your questions, along with a summary of my experience with Spinbet.com.
Timeline of Events:
? October 16, 2024: I attempted my first withdrawal.
? October 18, 2024: My verification was denied, likely because I uploaded my UK passport instead of my New Zealand one. (I have multi-citizenship because of my parents but I live in New Zealand.)
? Following the rejection, my account was suspended, preventing me from logging in.
? March 26, 2025: I attempted to verify my account again. Since I was suspended, I couldn’t upload documents via the website as instructed by support. Instead, I submitted my New Zealand passport and a utility bill via email.
? Shortly after, I received a confirmation email from support stating:
"Yes, your address and ID are approved."
? After receiving this approval, I attempted to log in and was met with a message stating that ‘Take A Break’ mode was active:
Start time: March 18, 2025, 14:50
End time: Invalid Date
? The date coincides with when my verification was initially rejected.
Response from Support:
Since then, I have contacted support multiple times, only to receive generic, unhelpful responses that go in circles. Some examples include:
"In this, I will escalate this to our team to check if we can reopen the account now. Once I heard back from the team I will send you an email."
"There is no time frame, but it should not more than 24 hours. If you have any questions or require assistance, please don't hesitate to contact our friendly support team. We're always happy to help!"
"I understand the urgency, no worries we will do our very best to speed things up. If you have any questions or require assistance, please don't hesitate to contact our friendly support team. We're always happy to help!"
"I apologize for the delay, but after reviewing your escalated issue, I regret to inform you that there is no update available at this time. However, please know that our team is diligently working to resolve the issue. Thank you for your patience and understanding. If you have any questions or require assistance, please don't hesitate to contact our friendly support team. We're always happy to help!"
"Thanks for reaching out to us. I understand you on this. As much as I would love to fix this for you right now, I would. However, my hands are tied on this matter as our team whose conducting this matter. But no worries, I already made a follow up report and take note that you've been chasing this matter for a long time now to speed up the process. Kindly wait for the email from our team with regards to your issue."
"I apologize for the frustration you are experiencing. I understand your concerns, and I want to assure you that our team is still actively working on your case. Unfortunately, we are currently awaiting an update from our finance department in order to proceed."
"I completely understand your frustration with this matter. If I were in your shoes, I would feel the same way. However, please don't worry, I will closely monitor the situation and keep you updated as soon as I hear back from them. If there is anything else I can assist you with, please do not hesitate to reach out."
"Sorry for the confusion as I have thoroughly reviewed your issue once again and have followed up accordingly. Our finance team is still working on resolving it. However, at this moment, there are no updates to provide. We appreciate your patience and will keep you informed as soon as there is progress."
"Our team is still conducting a thorough review, and while we can’t share specific details just yet, please know we’re working diligently to resolve this as quickly as possible. We’ll update you personally as soon as we have more information. If you have any questions or need further assistance in the future, please don't hesitate to reach out to us."
"The details of the investigation have not been disclosed, but we kindly ask for their patience during this process.
If you have any questions or need further assistance in the future, please don't hesitate to reach out to us."
It has now been five days since my KYC was approved, yet my account remains inaccessible, and I am unable to withdraw my NZD $49,997.56.
My Questions:
1. Why is my account still locked under ‘Take A Break’ mode when my suspension was lifted?
2. What "investigation" is being conducted, and why was I not informed of any issue when my KYC was approved?
3. If my account cannot be restored immediately, why can’t I simply withdraw my full balance to a BTC wallet and close my account?
This situation is unacceptable. I submitted everything required, completed verification, and yet, I am still locked out with no reasonable explanation. I appreciate your help in pushing for a real resolution rather than just another vague support response.
Best regards,
Andrew
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