SpinBetter aims to provide a fair, transparent, and enjoyable gaming experience. Even so, disagreements can occasionally occur—whether related to game outcomes, payments, account access, or promotional rules. A structured dispute resolution process is in place to ensure that every case is reviewed carefully, handled consistently, and resolved as efficiently as possible.
This guide explains what qualifies as a dispute, how to submit a complaint, 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 malfunctions.
- Payment issues: Concerns involving deposits, withdrawals, rejected transactions, delays, or incorrect amounts.
- Account management: Issues such as restrictions, suspensions, closures, or limits applied to an account.
- Bonuses and promotions: Questions related to eligibility, bonus activation, wagering requirements, or promotional terms.
How to File a Dispute
1. Contact Customer Support First
Most disputes can be resolved quickly through 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 matters.
- Email: Send detailed requests to info@spinbetter.bet, especially when attachments or documentation are needed.
- Phone: For complex situations, phone support may be preferred. The contact number is listed on the website.
What to include:
To speed up the review, include the most complete information 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 numbers
2. Initial Review and Investigation
After a dispute is submitted, support performs an initial assessment. This review may include checks of system records, game logs, transaction histories, and any related account activity.
Acknowledgement: A confirmation of receipt is generally provided within 24 hours.
Investigation timeframe: The timeline depends on complexity, but an update or outcome is usually provided within five working days.
Ongoing communication: If additional documents or details are required, the support team will request them and keep the player informed during the review.
3. Resolution
Once the investigation is complete, a decision is communicated along with the reasoning behind it. Depending on the issue, the outcome may involve:
- Transaction adjustment or reversal: If a deposit or withdrawal was processed incorrectly, a correction may be applied where appropriate.
- Game settlement review: If a technical error is confirmed, results may be corrected or handled according to applicable game rules and platform terms.
- Account status correction: If restrictions were applied incorrectly, account access may be restored and related issues resolved.
- Rule clarification: Some disputes are resolved by explaining the relevant terms, such as bonus conditions, wagering rules, or event settlement policies.
If the player accepts the outcome, the dispute is treated as closed.
Escalating a Dispute
If the initial outcome is not satisfactory, the dispute can be escalated for further review.
1. Request Review by the Dispute Resolution Team
A case may be reassessed by a dedicated dispute resolution team with experience in complex or unresolved matters.
How to escalate:
- Email: Send a message to info@spinbetter.bet with the subject line “Dispute Escalation”. Include your case number, a summary of the issue, and why the original response is considered unsatisfactory.
- Online form: If available on the website, an escalation form may be used to submit the case directly to the dispute team.
The dispute resolution team reviews the full history, including prior correspondence and all supporting materials.
2. Independent External Review
If internal escalation still does not resolve the matter, an independent review may be requested through an external dispute service.
How it works:
- Contact information for the appropriate external service is provided when eligible.
- The player submits the case file and supporting documents directly to that organization.
- The external party reviews the dispute independently and issues a decision.
Timeline: 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, Clearer Resolution
Keep Records
Save 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 Investigation
Some disputes require detailed checks across logs and payment records. Updates are provided when progress is made.
Review the Relevant Rules
Many misunderstandings involve bonus terms, wagering requirements, or settlement policies. Reviewing the terms often clarifies the issue and may resolve it without escalation.