Morospin Casino - Player’s large payouts are delayed.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Morospin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify whether the blocking of your account and your losing access due to a payment method change are 2 separate incidents, or are they the same?
• Do you currently have access to your player's account?
• Could you please share with me your most recent relevant communication with the casino regarding the issue? 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Update from 19/12/2025:

The winnings of PLN 62,304 come from the legal purchase of a bonus (buy feature) in the game Coin Strike 2: Hold And Win (13/12/2025, transaction ID: 1391298884451548932).

Bet PLN 1,800 → winnings PLN 62,304 – the buy feature option is available in the game and permitted by the casino's rules. There was no violation of the rules.

Today (19/12/2025):

- I sent the KYC documents (selfie with code T79BY41NJ9 + ID card + driving license) to the mrspn.online panel and by email.

- Document status: "Pending" for review (up to 24 hours).

- Contact from several VIP managers (Enrique, Mario, Melanie) – they confirmed receipt of documents and promised a quick solution.

I am waiting for the documents to be accepted, 2FA to be disabled and the first payout tranche (balance PLN 59,353.70).

I am attaching additional screenshots (game history with buy feature, full chats with VIP support, verification status).

Please continue mediation and ask the casino about the reason for additional KYC requirements for large winnings (small withdrawals went through without a problem).

Thank you for your help.

Thank you, Tomas, for your quick response and mediation.

Answers to your questions:

1. The blocking of my account and losing access due to 2FA were caused by changing the withdrawal method to crypto. The 2FA codes stopped working after that. The account was temporarily blocked for "security reasons" (responsible gambling check), but later unblocked.

2. I currently have full access to my player's account (I can log in and see the balance of 59 353,70 zł).

3. I am attaching the most recent communications with the casino (chats with VIP managers Enrique, Mario, Melanie – they confirmed receipt of documents and promised quick resolution). Also attaching screenshots of the game history (win from buy feature) and KYC status ("Pending review").

The win of 62 304 zł came from a legal buy feature in Coin Strike 2: Hold And Win (bet 1 800 zł).

Documents sent today (selfie with code T79BY41NJ9 + ID).

I hope this helps with the mediation.

Thank you very much for your help!

Best

regards,

Arkadiusz

Documents sent for three verifications. One deposit of PLN 4,000 was withdrawn, the second of PLN 250 was included in the balance. After submitting a request to transfer the deposit to the account where the funds were previously transferred, the account was suspended (possibly due to procedural reasons), account statements were sent from the two accounts from which I made the deposit.

Hi Tomas, are all the documents in place? There's been no response from the casino regarding the password I used to log in. I reset it, but nothing happens, as if the account doesn't exist. This is incredibly surprising. I completed a new verification process with the code and selfie yesterday, after which they withdrew 4,000 and suspended the account. What should I do? After one day, things got worse, and I was already full of hope, even though I've received no response from the casino, now there's silence, as if the issue never happened. What should I do? Please respond. Thanks in advance.

I managed to connect to support. They said my account was locked because I entered the wrong password once. That's what it was, but I immediately reset my password because I noticed I'd been kicked out of every session, and this hadn't happened before.

What to do next? Because it seems they're back to their game and everything will just play out for time.

NEW MESSAGES, I'M ON YOUR ACCOUNT. I WASN'T WRONG, THE PASSWORD WAS CORRECT. SO GOOD.

I think it worked. I'll see if I can get paid soon.

And again the suspension. I don't understand, verification is ok and again the same thing

The problem is that without changing 2FA, I can't withdraw money. Account statements are sent the same way as the request to disable 2FA or transfer money to my current account.

What should I do? Please give me some advice.

Thank you and best regards

Hello

This is unbelievable again

Once I go through verification, then suddenly I don't understand. The amount is 4,000 PLN from this winnings, so why are they making it so difficult? There were so many deposits, and they insisted on this particular one. The winnings arrived much later. Once the documents go through, they're rejected a moment later. And the same with 2FA. I already mentioned that when Anka was generating the code, it wouldn't turn off. After entering the password and code, it remained enabled. I don't know what to do. I provided detailed billing records from two accounts, which contain everything.

Today, my account is verified, but I haven't received any. They're analyzing the winnings. I'm speechless about this whole situation.

Thanks for sharing updates with me.

Do I understand correctly that you were able to request payouts again on 23/12/2025?

Please let me know about the result.

HELLO TOMASZ

I WROTE AN EMAIL TO MOROSPINO IN WHICH I ASKED FOR THE PAYMENT OF THE ARREARS TO THE PREVIOUS ACCOUNT.

I received confirmation of receipt of the email and a response that the matter had been forwarded to a supervisor. So far, I haven't been able to log into my account at all. This has already been dealt with. I'm at a loss with what they're doing. All the necessary documents were submitted on Friday, which is 14 days after I won.

PLEASE HELP.

REGARDS

Hello

This is the second time I'm writing today. After sending documents from my personal accounts, my account disappeared. When I logged into the casino using Google, I received a new login for the account saved under my email address with a balance of 000.

what to do, please help

Hello.

I'm still asking for help. I was really close, but the situation has changed dramatically, and I can't access my account. Please let me know if my emails are being received because I don't know what to do. I'm asking for your help again!

Update to the complaint – 29/12/2025

Dear Moderators,

Please find attached the full email correspondence from Morospin Casino, which confirms my previous information:

- The casino requested full bank statements for the entire month from the source accounts of deposits (source of funds/AML) - the documents were provided and confirmed by them (email dated 22/12/2025).

- After trying to switch my withdrawal method to crypto, I encountered a problem with 2FA (codes stopped being generated). I reported it and sent an additional selfie with the verification code.

- After resetting the password, the account opened as "new" - with my email address, but a balance of PLN 0 and no deposit/winnings history.

- In an email dated December 27, 2025, the casino informed about the closure of the account "for security and responsible gaming reasons", even though the GamCare test showed a result of 0 points (low risk - previously accepted).

- In email and chat responses, support denies deleting the account ("it's a technical error"), but at the same time claims that they "don't see the deposits."

The balance before the reset was approximately PLN 59,603.70 (I've attached a screenshot of my crypto wallet). Small withdrawals previously arrived quickly, but a large win (legal buy feature) is blocked by constant excuses despite my full cooperation.

I am requesting urgent mediation and contacting the casino regarding the restoration of my balance and payment of the due funds.

I HAVE A REALLY LARGE NUMBER OF SCREENS AND TALKS ABOUT EVERYTHING CASINO.

Kind regards,

Arkadiusz

Hello Szmedss,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Update January 2, 2026:

The casino continues to send automated reminders claiming no response from me, while the chatbot repeats the "technical issue" excuse.

Attached screenshots of recent automated messages and chatbot responses.

No further direct contact has been made with the casino.

Thank you for your continued mediation.

Dear Szmedss,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello, new message from morospinu from 8.01 and 7.01

I think it's clear here what email address is provided. Morospin has been sending messages to this email address since December 1, 2025. I've never given any other address!!!!!

Hello Szmedss,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Morospin Casino to join the conversation.

Dear Morospin Casino,

Could you please clarify why the player’s verification has not yet been completed despite the submission of multiple documents? Additionally, could you specify which documents, if any, are still required in order to finalize the verification process and proceed with the player’s withdrawal?

If there are any other factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at [email protected]

Hello Michal,

We have provided you with an email with details about the case. Please check it out at your earliest convenience.

Thank you.

Hello Szmedss,

We would like to inform you that additional verification has been requested on your account. To proceed, please provide proof of deposit for the transaction made on 2025-12-24 at 12:57:50 UTC.

The proof of deposit must clearly show your name, the transaction amount, the receiver’s name, the transaction ID, as well as the exact date and time of the transaction.

If you are unable to access your account and upload the document in the Verification tab, please send the document to our email address at [email protected] with the subject line "CasinoGuru", and it will be forwarded to the dedicated team as quickly as possible

Thank you for your cooperation.

Best regards,

Morospin Casino

Update January 15, 2026:

The first login to the "new" clean account (balance 0 PLN, no history) was on December 24, 2025, and the document upload tab was visible briefly (attached screenshot).

I immediately contacted VIP manager Justin about it, and he instructed me to complete the profile, assuring the account was not deleted (attached chat screenshots).

I followed their instructions, but in the end, they claimed there is nothing to payout.

This is further evidence of the original account being blocked/zeroed after the win on December 13, 2025.

Attached screenshots of the "new" account tab and VIP Justin conversations.

Thank you for mediation.

The account has been reset, but the old tab for sending documents with proof of payment is still there!!! which was also verified ok

Update January 15, 2026:

The casino now claims the account linked to my e-mail 69**********[email protected] has no activity or transactions, despite all communications, VIP Justin conversations, KYC, partial payout, and deposits being associated with this e-mail/account.

They ask for proof of a deposit at 12:57:50 UTC on December 24, 2025, but there was no such deposit because I stopped playing and made no deposits after the win on December 13, 2025.

The first login to the "new" clean account (balance 0 PLN) was on December 24, 2025, after resetting password – it is the same account (same username D**************9, same e-mail), and I have a screenshot showing the document upload tab was there briefly.

Attached screenshots of the casino's message and my evidence:

- Telegram chat with VIP Justin confirming win, KYC, partial payout, and later claiming the account is "not deleted" despite zero balance.

- Previous balance screenshots ~59k PLN (before reset).

- Partial payout confirmation (PLN 4,000 received).

- No deposits after 13.12.2025 (bank history screenshots if available).

No further private communication will be made with the casino.

Thank you for mediation.

Update January 15, 2026 (evening):

Latest Telegram chat with VIP Justin (from late December 2025 / early January 2026):

Justin insists "Your account has not been deleted, just like your funds; everything is currently safe and protected" and asks for patience with "verification of documents".

I replied that I was given access to a "new clean account" with zero balance and no history.

This directly contradicts the current zero balance and shows ongoing manipulation and false assurances from VIP Justin.

Attached screenshot of this specific Telegram conversation (today's capture from old chat).

No further private communication with casino.

Thank you for mediation.

I WILL STRESS THIS. When logging in to my account, I received an incorrect password message. I requested a password reset, and when I logged back in, my account went from VIP to 0—completely wiped. I immediately reported this to the VIP manager, and they did as instructed. I've repeatedly asked them to delete my account, and they assure me that's not the case. As proof, I'm sending screenshots of my conversations with the VIP manager.

Dear Szmedss,

Thank you for your responses, although they did not address the request as outlined by the casino team.

As mentioned above, additional verification is required for your account. To proceed, please submit proof of deposit for the transaction completed on 2025-12-24 at 12:57:50 UTC.

The proof of deposit must clearly display:

• Your full name (that confirms the ownership of the payment method)
• The transaction amount
• The receiver’s name
• The transaction ID
• The exact date and time of the transaction

If you are unable to access your account to upload the document via the Verification tab, please send the document to the casino team directly at [email protected] with the subject line "CasinoGuru".

I would appreciate it if you could do this at your earliest convenience and inform me once you have completed the task.

Update January 15, 2026:

Casino is still requesting proof of a deposit from December 24, 2025 at 12:57:50 UTC – but no such deposit exists.

I made no deposits after the win on December 13, 2025 (last deposit was on 13.12.2025 – bank statements already sent earlier and accepted for KYC and partial payout of PLN 4,000).

This is a false request to delay payout. Account history was erased, balance reset to 0 PLN.

Attached:

- Screenshot of casino's latest message (request for non-existent deposit).

- Previous bank statements from December 13, 2025 (already sent, showing no later deposits).

- Telegram chat with VIP Justin confirming win, KYC, partial payout.

- Partial payout confirmation.

- Current screenshots of zero balance.

No further private communication with casino.

Thank you for mediation.

this is confirmation that everything is happening in this email.

Updated 16/01/2026

Today Morospin sent an email requesting new verification:

- selfie with ID in hands + a card with a handwritten code 9******6

- questions about the bank used for deposits, winning slot, registration date

Even though full verification (KYC 3x, bank statements >30k PLN, GamCare 0 points, selfie after 2FA) was accepted and confirmed by email earlier.

This is another delay after over a month – account reset after password reset.

I am attaching screenshots of the email requesting a selfie + code 9******6 and questions about the bank/slot/registration date.

I am asking for urgent intervention – the casino has no basis for additional requirements and is avoiding responsibility.

Dear Szmedss,

Please be assured that I am in ongoing communication with the casino team regarding how we might address the situation

While I can appreciate your perspective that the extra verification may appear unnecessary, I would like to reassure you that this is a standard practice within the industry when certain inconsistencies arise, as is the case in your situation. Currently, the casino team needs to confirm that you are indeed the rightful owner of the account, especially since a password change was previously requested and some of your personal or contact details have been altered, which could suggest a potential attempt of unauthorised access to your account by some third party; therefore, the additional verification is essential.

I can only advise you to fully cooperate with the casino team.

I hope to see some positive advancement soon.

Dear Michal,

Thank you for your reply and for the ongoing communication with the casino.

I fully understand that additional verification after password reset is standard to confirm ownership and exclude third-party access.

I am willing to cooperate and will send the requested selfie with ID + handwritten code 9******6 to the casino via email today or tomorrow morning.

To confirm:

- Full KYC (3 times), bank statements (>30,000 PLN deposits), GamCare (0 points) and extra selfie after 2FA were already accepted and confirmed via email (22.12.2025).

- The password reset was handled by the casino after my 2FA issue (when trying to switch to crypto withdrawal).

I kindly ask:

- Is this the final verification step?

- What is the exact deadline for the casino to restore the balance (~59,353 PLN) and process the payout (within their remaining 3 days + 20 hours to reply)?

I hope for positive progress soon.

Thank you for your support.

Kind regards,

A**** S*****

Account creation date confirmed by email from morospin

Dear Szmedss,

We would like to inform you that we no longer require the proof of deposit requested earlier.

Instead, we have sent you an email containing 3 questions and a request to provide a selfie with your ID and specific information on another document. Please reply to those questions directly via the provided email address and send the requested selfie. Note that responses will only be accepted through email.

Thank you for your understanding. If you have any further questions, please let us know.

Best regards,

Morospin Casino

I can't log in to my morospin account. I'll also send the confirmation email here, as I've probably sent everything there 10 times over the past month.

This is proof that I can't log in to my account. It may be temporary, but I'll send a screenshot. December 1st confirmation account

I sent it to morospin for the second time

I am not sending the Revolut account confirmation now because I have already sent it before. All transactions related to the casino were made from these 3 accounts, there were no others.

I'm looking forward to what happens next and I'm curious what he's up to now because I still can't log in completely, even to the zeroed account.

Update January 18, 2026:

Attached screenshots of SMS messages from MoroSpin on December 16, 2025 confirming account creation, VIP status, and link to VIP manager Justin on Telegram.

This further proves the account Da******er79 and e-mail 69*******[email protected] were active and used for all communications, including bonus offers.

Thank you for mediation.

Update January 18, 2026:

Attached screenshot of the last conversation with VIP manager Justin.

He previously confirmed the account, win, KYC, and partial payout, but now states he no longer has permissions to assist and directs me to technical support.

This shows the casino avoiding responsibility after the win on December 13, 2025.

I followed all instructions on the "new" clean account (balance 0 PLN from December 24, 2025), but in the end, support claimed there is nothing to payout.

Attached screenshots of the VIP Justin conversation and "new" account document tab.

Thank you for mediation.

After everything was approved, after almost 10 days I received a payment of 4,000 from the 62,000 pool with pennies, and then I can't log in. After resetting the password, the account was reset, only a tab was left to add a document.

and such a response to the email!!!!

Dear Szmedss,

Thank you for all your responses. To help us move forward more effectively, I kindly ask that you avoid repeating responses or posts that have already been shared, and instead focus on the most relevant information.

I appreciate your understanding and cooperation.

Dear Morospin Casino,

We look forward to receiving your response regarding the latest information and evidence submitted by the player.

Hello Szmedss,

Thank you for your reply.

It seems that the IBAN you provided in the email that you have responded to belongs to a local Polish account, which does not match the one used for your withdrawal. If your withdrawal was made to a Revolut account, please note that Revolut IBANs start with LT.

Kindly open your Revolut app, go to the account where you received a withdrawal from us, and copy the IBAN starting with LT from the account details. Once you have it, please send the correct IBAN via the email you have used to send the other details after you received the questions, so we can proceed further.

Thank you for your cooperation.

Best regards,

Morospin Casino

In response I got this

So for the 5th time I send a selfie, a card and a code from the new email as they wanted

Thank you for the additional information, Szmedss.

Dear Morospin Casino,

We look forward to receiving your response regarding the latest information and evidence submitted by the player.

Drama, dear Michal, yesterday I did as they said in the email. I wrote to technical support as they asked. They told me to send a selfie, but later I told them to send one of the two from the old email. That was the end of the conversation. This morning, they're playing again!!!!! It's paranoia, it's something all the time! They had my account number because they sent my winnings three times, and once with a 4,000 PLN large win, so it's insane.

What's more, with 69******* [email protected] I just sent it.

I can't understand their behavior. They ask for my IBAN account number, tell me to do something, and then they do it. A similar situation occurred when I couldn't log in. After changing my password, they reset my account. I followed their instructions, providing the necessary documents, and the account wasn't deleted. They assured me. This is usually a scam. There's no other way to describe it. What kind of help are they offering? When the winnings came, the problem arose.

Dear Szmedss,

I understand your frustration. I kindly ask for your patience while we await clarification from the casino team.

Dear Michal,

This is a pure scam on Morospin's part:

- After full verification (KYC 3x, statements >30k PLN, GamCare 0 points, selfie with codes 96474716 and 16787890, NRB account, IBAN LT Revolut EUR) - the account was reset after password reset.

- Then they demanded a non-existent deposit from December 24, 2025.

- Then a new selfie with the new code 16787890.

- Now they claim that "the account is administratively closed because there are no deposits/withdrawals" - even though I have screenshots of the balance of ~59k PLN before the reset, winnings of ~62k PLN from the buy feature, bank statements, welcome emails from December 1, 2025 by name to the same email address.

This is not "inactivity" - it is an intentional deletion of the balance after verification.

Please urgently mark the case as unresolved - the casino's deadline passed a long time ago and they are only extending it and lying.

I am attaching screenshots of their last email (account closure + "no activity") and my evidence.

Thank you for your help.

Arkadiusz

Dear Szmedss,

As mentioned previously, I fully understand your frustration. However, in line with our standard complaint resolution process, the casino is allotted a specific timeframe to provide clarification or take the appropriate action. For your reference, feel free to review our Complaint Resolution Information and Instructions | Casino Guru.

I remain hopeful that meaningful progress will be made soon.

Michal, I'm incredibly grateful for the support and time you've dedicated to this whole matter. I completely understand. I'm incredibly irritated by their approach and behavior. It's simply beyond my comprehension.

Yours sincerely, A***** S********

Now I see I've received two new emails with new guidelines. The only question is, will doing what they say just make things worse for me?

We'll see, I'll keep you updated on progress.

Regards

Hello, as I said, the situation has changed, the account has been assigned to a new email address, but from my deposit of 59,000 there are 38, the account does not have VIP status, there are no winnings in the history, and the best thing is that someone talked to me in the chat, they are impersonating me, very strange

They didn't want to do that anymore, just answer 3 questions and start over. The deposit before the reset was 59,000 and a bit. Accounts unused!!!

Hello. Just yesterday I used a different email address for communication as requested. Until now, I had only used email 6********* [email protected]

I'm sending screenshots

Immediately after logging into my account, I noticed the manipulation. My account history doesn't show a deposit of PLN 4,000 from the winnings. Here's a screenshot from the Revolut app from my account, which had previously received withdrawals. That's why it's strange to me because after several verifications, they withdrew some of the funds and then blocked the account. When I logged in, I got an incorrect password. I logged in using Google, so I reset my password, and it logged me back into the reset account. Only yesterday did I access my account again, only the balance decreased by PLN 21,000.

This is a screenshot from my history. I should note that after winning, I didn't do anything with my account. I just wanted to withdraw my deposit. No cryptocurrency exchange occurred because I couldn't disable 2FA, and since then, Google's authorization has stopped generating the code.

It was from an earlier win. 4,000 + 62,000 with pennies. No access to account at this time.

These are already 3 emails in my name

I would like to point out that after winning on December 13, my account had VIP status

In my complaint filed six days ago, Moro informed me that they no longer require confirmation of deposit payments. I've written this many times! I submitted my account statements, which record all transactions. So that's sufficient proof. Now I can't even do anything with this amount, reduced by 21,000, because the verification process will be lost.

A few days ago, I called Santander Bank and asked them to check the transaction they requested, but there was no such thing. There are several earlier and later, but the one they requested didn't exist! I repeat, only one email address has been assigned to the account since its creation. After winning on December 13th, I was very careful and didn't do anything with the account so as not to lose my winnings! They allegedly asked for the IBAN of the Revolut account to which they had transferred the winnings four times. I thought it was just a scam, but I see that this casino always has a plan to implement.

Dear Michal!!!

This is a lie!!! If I'm not mistaken, in the complaint, he informs Tomas about the withdrawal of 4,000 from the 62,000 pool, then informs me that the account is blocked and I have no access. Later, I will carefully check the dates from the chat with Justin, the VIP manager, and the account has been reset. This is a lie. I keep asking for the balance to be withdrawn. I have proof that this has not happened!!!

Following in their footsteps

there was no such payment and no withdrawal!!!!!

Dear Szmedss,

Please refrain from posting multiple responses in such a short time. You have already triggered our "spam filter". Instead, post one, even more detailed response at a time, and don't send/upload the same screenshots repeatedly. It is not helping; instead, it increases the time to review all the (at times unnecessary) posts.

Thank you for your understanding.

This being said, while you are free to contact the casino's live chat support even every day, they might not have new information for you, as your case is already handled by the casino's security department, so please focus your cooperation with them. At the moment, I do not recommend providing/using any additional emails, and don't request additional password changes, as it seems to only contribute to the confusion.

Please remain patient and await a response from the appropriate casino team. Be assured that your case is being worked on.

Okay, so we've already proven one lie. I logged back into Santander Bank and Revolut, which I only used for casino deposits and withdrawals. I own these accounts. They appear in my name and in others' accounts, never the same as another email address or roulette game!!!! This is blatant manipulation; they're trying from every angle. I'll find the email with the date the account was blocked and send a screenshot.

I'm very sorry. That's why it was better for me to contact moro through a complaint. I'm clearly trying to expose who's lying here. In the chats with the vim manager from December 23rd, it says I'm very sorry it's taking so long, but the funds are blocked until the matter is resolved.

I won't be sending any more evidence unless I'm asked. Please understand, I kind of thought this would clearly expose their lies. I didn't think it would have a negative impact. I'm asking for instructions on how to proceed, and I apologize again for the confusion.