SpinHub Casino - Player's account is closed and balance is confiscated.

I would like to file a complaint regarding Spinhub2 Casino withholding my account balance of €1500.

My account was suspended during the verification process. The casino requested proof of address, which I provided in the form of an internet bill from my provider (Magenta).

The document was downloaded directly from the official Magenta customer portal and submitted exactly as received.

After submitting the document, the casino rejected it and claimed that the document was "doctored or unauthentic".

However, they did not provide any explanation or evidence indicating what exactly was allegedly altered.

I strongly deny altering or manipulating the document in any way. The file was downloaded directly from my provider’s official portal and submitted without any modification.

It is also important to mention that the PDF document includes a verification certificate/digital signature, which can be checked to confirm the authenticity of the document.

Despite this, the casino has refused the document and permanently suspended my account while withholding my balance of €1500.

I escalated the matter to the ADR service associated with the casino’s license, but they simply repeated the casino’s claim without providing any technical explanation or evidence supporting the allegation.

I have offered to fully cooperate by:

• providing the document again directly from the official provider portal
• submitting additional proof of address if necessary
• allowing the document to be verified with the issuing provider

However, the casino has refused to reconsider the decision.

I believe withholding my balance without presenting clear evidence of document manipulation is unjustified.

I would greatly appreciate Casino Guru’s assistance in reviewing this case and helping resolve the situation fairly.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the email you received from the casino regarding the permanent suspension of your account due to failed KYC verification? My email address is veronika.f@casino.guru.
• Which other documents have you submitted to the casino for the KYC verification process? Have any of them been reviewed and approved by the relevant department?
• Do you have any other utility bills that you could submit to the casino as an alternative proof of address?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika