I am submitting this complaint regarding my experience with Spinbet.com and their failure to allow me access to my account and withdrawal of funds despite completing all requested KYC verification.

I also have an active complaint on Casino.Guru

Issue Summary:
On October 16, 2024, I attempted to make a withdrawal, but my account was subsequently locked.
After some time, I submitted my New Zealand passport and utility bill via email on March 26, 2025 to complete KYC verification.
I was later informed that my account was fully KYC compliant and would be unlocked.

However, upon attempting to log in, I was met with a message stating:
"Your ‘Take A Break’ Mode is Active. Logging in is currently not possible.
Start time: March 18, 2025, 14:50
End time: Invalid Date"

Attempts to Resolve the Issue:
Over the past week, I have engaged in multiple emails with customer support, but no progress has been made.
Their responses have been vague, including:

"I completely understand how frustrating this situation must be for you, and I’m truly sorry for the inconvenience it’s caused. I want you to know that I’ve personally looked into your concern and wish I could resolve it for you right away. Unfortunately, we’re still waiting for approval from our specialized team. There is no time frame, but it should not take more than 24 hours."

Despite this assurance, 24 hours passed with no resolution, no update, and no further response.

Outstanding Issues:
1. Account Access: My KYC was approved five days ago, yet I am still unable to log in due to an unexplained "Take A Break" mode.

2. Withheld Funds: My balance of $49,997.56 NZD remains inaccessible, and the casino has not provided a timeline for withdrawal.

3. Lack of Communication: Support has only provided generic responses with no concrete action or resolution.

Requested Resolution:
• If my account is restricted, I request a full withdrawal of my balance to a BTC wallet and the closure of my account.

• If my account is not restricted, I request immediate access restoration so I can withdraw my funds myself.

• A formal explanation as to why my account remains locked despite KYC approval.

I appreciate your time in reviewing my complaint and look forward to your assistance in resolving this matter.

Best regards,
Andrew2406