The player from Italy faced an account closure and confiscation of his €709 balance after he corrected a typo in his profile during the KYC process. Upon making the correction, he was locked out of his account and was later informed of an "administrative decision" that led to the closure. He sought assistance to recover his funds, believing the closure was unjustified. The complaint was resolved after the casino reviewed the submitted documents and agreed to return the remaining balance, although the player initially experienced difficulties accessing his account. We confirmed the resolution based on the player's confirmation that the issue had been settled.
Spinmama Casino - Player’s account has been closed and funds confiscated.
Resolved
Our verdict
Case closed
Amount: €780
Spinmama Casino
Safety Index:Above averageCase summary
Discussion
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4 weeks ago
Translation
I don't remember the exact amount but it was definitely over 700
Description of the incident:
I am filing this formal complaint against Spin Mama Casino for the arbitrary closure of my gaming account and the subsequent confiscation of my active balance of €709.
After a regular gaming session, I requested a withdrawal of €709. During the KYC (document verification) process, I noticed a typo in my profile information: the "Last Name" field contained the word "Billing" instead of my actual last name, "C*****o." I immediately corrected the information to match my official identification documents and uploaded a photo of my ID to complete the verification.
Immediately after this fix, the system forced me out. When I tried to log back in, I received the error "Invalid credentials." Shortly afterward, I received an automated email informing me that my account had been closed due to an "administrative decision," declaring the decision final.
I contacted support several times. They initially refused any cooperation, but after I insisted, a representative named "Ezekiel" stated that the case had been forwarded to the "appropriate department." However, no resolution was provided, and my funds remain frozen.
I believe this is a clear excuse to avoid paying a legitimate winnings by abusing the "Terms and Conditions." A simple clerical error in a profile field, corrected transparently by providing government-issued IDs, cannot justify the seizure of €709.
I'm requesting Casino Guru's assistance to help me recover my balance. I have all the screenshots of my balance, withdrawal request, and emails from the casino to prove my good faith.
Edited by a Casino Guru admin
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear Danielec,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem.
Thank you also for describing the situation in detail. However, I need to be frank here — entering "Billing" instead of your actual surname would not normally be considered a simple typo. A typo is usually a minor spelling mistake within your real name, whereas this appears to be a completely different word entered into a key personal detail field.
This is important because casinos generally expect players to register with correct and complete personal information from the beginning, and correcting such data only after winnings have been accumulated can be viewed by the casino as a breach of their terms and conditions.
That said, I would still like to clarify a few points to see whether there is any room for us to assist you further, at least regarding a possible refund of your deposit:
- How much was your total deposit before you accumulated the €709 balance?
- Were you ever able to make any successful withdrawals from this casino in the past?
If you prefer, you may also forward all relevant communication and evidence directly to petronela.k@casino.guru.
At this stage, I want to set realistic expectations: if the casino concludes that the account was registered with incorrect personal information and that this was only corrected after winnings were accumulated, it is unlikely that we would be able to successfully argue for the payment of the winnings. However, depending on the circumstances, we may still try to ask the casino to review the matter of your original deposit refund.
Your cooperation in providing these details will help us investigate and work towards a resolution.
Thank you in advance for your reply.
Best regards,
Petronela
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3 weeks ago
TranslationI registered at the casino via Google Recognition, as I do at many casinos, and I've never had any problems. However, I'm now in contact with casino support via email. They've asked me for documents and it seems they intend to settle the debt. I sent all the requested documents, and they sent me an automatic email telling me the relevant department will review them. I'm now awaiting developments. Let's hope for the best.
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3 weeks ago
TranslationI want to show you how they are treating me like an idiot, first they tell me that they are evaluating the documents, I sent everything correctly, then they tell me that the account has been temporarily reopened to insert the document, but it is not true. The account is closed and I can not log in. They have all my necessary documents but they are trying in every way to not pay me. Please help me
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2 weeks ago
Hi Danielec,
Thank you very much for your update and for sharing the latest communication from the casino.
From the messages you received, it appears that the casino has forwarded your documents to the relevant department for review and indicated that the remaining balance at the time of account closure should be returned to you. Additionally, they mentioned temporarily changing the account status to allow you to complete verification, although you reported that you are still unable to log in.
At this stage, it seems that your case is still under internal review on the casino’s side, which is why I would like to ask:
- Have there been any further developments since these last messages?
- Have you received any additional updates, or has your access to the account changed in any way?
Please keep us informed of any progress.
Thank you.
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2 weeks ago
TranslationDear Petronela,
Thank you for your input. I'll update you on the latest critical developments that demonstrate the casino's bad faith:
1. IMPOSSIBLE ACCESS: Despite support stating that the account status has been changed for KYC, I received an official communication from the administration declaring the account "permanently blocked" with no possibility of recovery. This makes any internal verification process impossible.
2. DEBT APPROVAL: Today, operator Randy confirmed via official chat that my remaining balance of €792.50 has finally been approved for manual refund and is "in the process of transferring" to my bank account. I was informed that the credit should be made within 5 business days. I will keep this complaint open with Casino Guru until the funds are actually received.
I'll keep you updated as soon as the transfer appears on my balance. Currently, the situation remains unresolved until the money is credited.
Best regards,
Daniele C******
Edited by a Casino Guru admin
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Danielec,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Petronela
