Dispute resolution

SpinBetter aims to provide a fair, transparent and enjoyable gaming experience. Nevertheless, disagreements may sometimes arise—whether they relate to game results, payments, account access or promotional rules. A structured dispute resolution process is in place to ensure that each case is carefully reviewed, handled consistently and resolved as efficiently as possible.

This guide explains what constitutes a dispute, how to submit a claim, how reviews are conducted and what options are available if a player disagrees with the initial decision.

What is a dispute?

A dispute is any disagreement between a player and SpinBetter regarding the services offered on the platform. Disputes may include, but are not limited to:

• Game results: Questions about wins/losses, settlement accuracy or suspected game malfunction.
• Payment issues: Concerns related to deposits, withdrawals, declined transactions, delays or incorrect amounts.
• Account management: Issues such as restrictions, suspensions, closures or limits applied to an account.
• Bonuses and promotions: Questions regarding eligibility, bonus activation, wagering requirements or promotional terms.

How to file a dispute

1. Contact customer support first

Most disputes can be resolved quickly via the support team. A request should be submitted as soon as possible after the issue occurs.

Available channels:

• Live chat: Available 24/7 and usually the fastest option for urgent situations.
• Email: Send detailed requests to info@spinbetter.bet, especially when attachments or supporting evidence are required.
• Phone: For complex situations, phone support may be preferable. The contact number is listed on the website.

Include:
To speed up the review, provide as much information as possible, such as:

• Date and time of the incident
• Game name or betting market details
• Transaction IDs and amounts (for payment-related disputes)
• Screenshots or supporting documents
• Your username and any relevant reference number

2. Initial review and investigation

After a dispute is filed, Support carries out an initial assessment. This review may include checking system records, game logs, transaction histories, and any related account activity.

Acknowledgement of receipt: A confirmation of receipt is generally provided within 24 hours.
Investigation timeframe: The timeframe depends on the complexity, but an update or outcome is generally communicated within five business days.
Ongoing communication: If additional documents or information are required, the Support team will request them and keep the player informed throughout the review.

3. Resolution

Once the investigation is complete, a decision is communicated, along with the reasons supporting it. Depending on the issue, the outcome may include:

• Transaction adjustment or reversal: If a deposit or withdrawal was processed incorrectly, a correction may be applied where appropriate.
• Review of game settlement: If a technical error is confirmed, results may be corrected or handled in accordance with the applicable game rules and the platform's terms and conditions.
• Correction of account status: If restrictions were applied in error, account access may be restored and related issues resolved.
• Clarification of rules: Some disputes are resolved by explaining the relevant terms, such as bonus terms, wagering rules, or event settlement policies.

If the player accepts the outcome, the dispute is considered closed.

Escalating a dispute

If the initial outcome is not satisfactory, the dispute may be escalated for further review.

1. Requesting a review by the Dispute Resolution Team

A case may be reassessed by a team dedicated to dispute resolution, experienced in complex or unresolved situations.

How to escalate:

• Email: Send a message to info@spinbetter.bet with the subject "Dispute Escalation". Include your case number, a summary of the issue, and why the initial response is considered unsatisfactory.
• Online form: If available on the website, an escalation form can be used to submit the case directly to the Disputes team.

The dispute resolution team reviews the full history, including previous correspondence and all supporting evidence.

2. Independent external review

If internal escalation still does not resolve the issue, an independent review can be requested via an external dispute resolution service.

How it works:

• The contact details of the appropriate external service are provided when eligible.
• The player submits the case file and supporting documents directly to that body.
• The external party reviews the dispute independently and issues a decision.

Timeframe: Many external reviews are completed within 30 days, depending on complexity.
Outcome: The independent decision is considered final and is applied in line with the review outcome.

Tips for a faster and clearer resolution

Keep evidence

Keep transaction IDs, screenshots and copies of messages. Clear evidence reduces delays and strengthens the review.

Explain the issue clearly

A short, factual summary with exact dates, amounts and event details helps the team investigate more quickly.

Allow time for the investigation

Some disputes require detailed checks in logs and payment records. Updates are provided when progress is made.

Check the relevant rules

Many misunderstandings relate to bonus terms, wagering requirements or settlement policies. Re-reading the terms often clarifies the situation and may resolve it without escalation.