The player from Germany faced a blocked account despite completing all verification requirements and asserted that she had not violated any rules. She sought clarification on the reason for the blockage and assistance with her funds. The Complaints Team attempted to gather more information to assist but ultimately could not proceed due to a lack of response from the player. Consequently, the complaint was closed, although the player retained the option to reopen it in the future.
Spinmama Casino - Player's account is closed without explanation.
Closed
Our verdict
Player stopped responding
Amount: €1,000
Spinmama Casino
Safety Index:Above averageCase summary
Discussion
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10 months ago
Translation
My account was blocked even though I verified everything. I don't know the reason. I only have one account and haven't done anything wrong.
Automatic translation:
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10 months ago
Dear zeynepsh9,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Spinmama Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Has the casino sent you any email explaining why your player's account was blocked?
- When did you verify your account, and when exactly did it get blocked?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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10 months ago
TranslationHello, I received the following email, which I attach to your email address. I focused on sports betting, and no, I didn't win any bonus money. My account was blocked two days ago.
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10 months ago
Thank you for your reply, zeynepsh9. I understand it must be difficult for you. I apologize, but if you have only placed bets on sports betting and your account has been blocked, the casino may have detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
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10 months ago
Dear zeynepsh9,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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9 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Natalia
Casino.Guru
