The player from Germany had faced over three months of delays for his withdrawal request at Spinmama despite submitting all required documentation multiple times. He believed the casino was systematically withholding payments and had experienced unprofessional communication. The player demanded immediate verification, payment of all outstanding amounts, and written explanations for previous refusals. We facilitated communication between the player and Spinmama, clarified document requirements, and urged the casino to accept official duplicates of benefit approval notices as valid Source of Wealth documents. After the player provided supplementary income documents from prior employment, Spinmama accepted the documentation, completed verification, and processed the payout. The player confirmed receipt of funds, and the complaint was resolved accordingly.
Spinmama Casino - Player's payout has been delayed.
Case closed
Amount: €1,400
Spinmama Casino
Safety Index:Above averageCase summary
Translation
Official complaint – SpinMama has refused payout for over 3 months / Suspected fraud
I have submitted all required documents completely and correctly multiple times:
– Bank statements
– Proof of payment
– Proof of address
– Proof of identity
– Official notification of approval for my unemployment benefits (will be delivered exclusively by post for data protection reasons – which I have explained to SpinMama several times!)
I've been in contact with this casino for over three months (!) and have uploaded the same documents countless times. Despite this, my withdrawal is constantly delayed, and each time they come up with a new excuse for why my verification supposedly can't be completed.
SpinMama provides only standardized, content-free copy-paste answers, ignores nothing, disregards clear evidence, and plays for time.
I have had contact with 30-40 different online casinos in my life – never before have I experienced such unprofessional, manipulative and customer-unfriendly treatment.
To me, this behavior appears to be a systematic withholding of payments.
This is no longer about customer service – this is about fraud, deception and deliberate refusal of completely legitimate payment claims.
I demand:
→ Instant verification
→ Immediate payment of ALL outstanding amounts
→ Written explanation for each previous refusal
I will publish this complaint on all platforms, all review sites, all forums and with all relevant authorities.
I will consider legal action and use all available means to ensure that this behavior has consequences.
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.
Dear majone,
Thank you very much for submitting your complaint. I’m sorry to hear about the prolonged difficulties you’ve been experiencing with your verification and withdrawal at Spinmama.
To better understand your situation and proceed with the case, could you please clarify a few details for us?
- Did the casino ever provide a clear explanation of why your documents were rejected or why new documents were repeatedly requested?
- Have you received any email confirmations from Spinmama regarding the acceptance or rejection of specific documents?
- Have you completed any previous successful withdrawals with Spinmama, or is this your first attempt?
- Could you please share any screenshots or email copies showing the casino’s responses, especially the reasons they gave for delaying the verification?
If you have these details or any other related communication, you can forward everything to petronela.k@casino.guru so we can review the evidence in full.
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
TranslationHello CasinoGuru team,
Thank you for your feedback. I am sending you the full details of my case against SpinMama so you can fully assess the situation. I have been in the verification process with SpinMama for almost three months and have not been able to make a single withdrawal to date. This would be my first withdrawal ever, but the casino is preventing it through constant delays and new requirements.
During this time, there were what felt like 100 emails between me and the casino, almost 50 of them in the most recent thread alone. The casino keeps requesting new documents, even after I've submitted everything multiple times. I've submitted my proof of identity, proof of address, proof of payment, bank statements, proof of the source of my funds, and my official approval notice from the German employment agency completely and correctly. Despite this, SpinMama keeps rejecting the documents, then accepting them later, then requesting new proof and starting the whole process again.
My caseworker at the German employment agency confirmed in writing (I've attached the email correspondence) that benefit and income statements cannot be sent by email or as PDFs due to data protection regulations. These documents are delivered exclusively by post. I scanned the official postal approval notice and submitted it correctly, but it was rejected again without any comprehensible explanation.
After I inquired critically about the months-long delays, SpinMama completely blocked my account and revoked my access. Since then, the casino has only communicated via email and responds exclusively with standardized copy-and-paste messages, without actually addressing my questions or documents.
After filing complaints with CasinoGuru, Trustpilot, and other platforms, I suddenly received a new, contradictory message from the casino. They now claimed that a simple photo would suffice. However, this is just another new requirement that only appeared after my complaints. It fits perfectly with the casino's established pattern: whenever I've fulfilled all previous requirements, they invent something new to delay the process again. I submitted all the necessary documents, so this new requirement is clearly another delaying tactic.
I also moved in recent months, which is why the postal approval notice from the employment office includes my new address. My name, customer number, and all relevant data are, of course, identical. If updated proof of address is required, I can provide it at any time; however, the verification should have been completed long ago, as all documents have already been submitted multiple times.
I urge you to take on my case and contact SpinMama directly. Their delaying tactics are extreme, systematic, and completely unjustified. I will send you the complete email history separately, as requested, to the address you provided. petronela.k@casino.guru .
Thank you for your support.
Best regards
Tony B*********
Dear majone,
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, Karla (karla.m@casino.guru). 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.
Hello majone,
My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.
To ensure full transparency, I would like to invite a representative from Spinmama Casino into this conversation.
Dear Spinmama Casino,
Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.
Thank you in advance for your cooperation.
Best regards,
Karla
TranslationI'm perfectly fine with SpinMama being involved – after all the delays, I'm curious to see what they'll explain now...
Hello Majone,
Please note that the documents we requested are part of our standard Anti‑Money Laundering (AML) and security procedures, which all licensed operators are legally obliged to follow. These checks are required to verify our customers’ identity and ensure that the funds used on the account are legitimate.
We understand that providing documents may be inconvenient; however, this process is not directed at you personally and does not imply that you have done anything wrong. It is a routine verification applied to many players to protect both our customers and the company from fraud, misuse of accounts, and other financial crimes.
We would like to inform you that the requested document is a Source of Wealth (SoW) confirmation. Acceptable documents include a salary statement, proof of business ownership, a property sale agreement, an inheritance receipt, or a divorce settlement, among others.
As you mentioned that you receive unemployment benefits, we require an official document confirming this. You can obtain this document from the appropriate public authority responsible for unemployment benefits.
Please also note that your previously submitted document was scanned, and such files cannot be accepted. Bank statements alone are also insufficient to verify your source of wealth, as a direct supporting document is mandatory.
If you are unable to provide an original PDF version, please send a clear photo of the full document showing all four corners and legible details. It will then be reviewed by our dedicated verification team. At this stage, no valid document has been provided.
As your account has been closed in accordance with Clause 12.10, please send the required document to support@spinmama.com with the subject line "CasinoGuru". Our team will review it as soon as possible.
If you have any further questions, please don’t hesitate to contact us.
Best regards,
Spinmama Casino
TranslationI already did that on December 1st. Before requesting old emails again, it would have been sensible to check the current procedure beforehand, before giving me another standard reply.
I'm happy to send another screenshot clearly showing that I submitted the document as a photo on December 1st. Since then, I haven't received any response and I'm still waiting.
Dear majone,
Please note that all communication and documents sent to us are thoroughly reviewed before we issue a response. The email screenshot you provided has not reached us, or it may have been sent from an email address not linked to your casino account.
Kindly resend your message using the email address registered to your casino account, reply directly to one of our previous emails, or provide a screenshot of the sent email showing the sender, recipient, date, time, and full content to confirm that it was successfully sent.
Thank you for your understanding. Once we receive the requested documentation, it will be immediately forwarded to the dedicated team for further review.
Best regards,
Spinmama Casino
TranslationOur current email exchange now includes 52 messages. In this exchange, I have already photographed and submitted my unemployment benefits notice.
Please carefully review previous messages before requesting the same documents again.
Hello majone,
Thank you very much for your update and for clarifying the situation.
To make sure the process can continue without any further delays, could you please resend the required document directly from the email address linked to your casino account or by replying to one of Spinmama’s previous emails?
When sending the document, please also:
- send a copy to my email: karla.m@casino.guru,
- so I can verify that everything was submitted correctly.
This will allow us to confirm that the casino received the file and help ensure that nothing gets lost or overlooked.
Please keep me updated as soon as the document has been resent. I will continue monitoring your case closely.
Thank you again for your cooperation.
TranslationHello,
I have the documents and last email to karla.m@casino.guru forwarded. Furthermore, I have now been waiting another 10 days for a response from SpinMama, as my submitted income statement continues to be ignored and no confirmation has been received to this day.
Ten days without a reply or anything... they're just stalling... how long is this going to go on?! I feel so betrayed by Spinmama!!!!
This is really frustrating now, as I have submitted all the required documents correctly multiple times and still receive no feedback whatsoever.
I've attached a screenshot for your convenience.
Please provide clarification as soon as possible.
Dear Spinmama Casino,
Could you please provide us with a clear update regarding the current status of the player’s KYC verification?
To ensure transparency and avoid further misunderstanding, we kindly ask you to clarify:
- At which exact stage of the verification process the player’s case currently stands
- Whether the most recently submitted document has been received and assigned to the verification team
- If anything further is required from the player to complete the verification
- The expected timeframe for finalizing the review
Given the prolonged delays and repeated resubmissions, we would appreciate a detailed update so we can ensure the process moves forward appropriately.
Thank you in advance for your cooperation. We look forward to your prompt response.
Dear Karla,
We would like to confirm that we have received the documents recently submitted, which appear to match the player’s description.
The current stage of the verification process concerns the Source of Wealth (SoW), as we must ensure that the funds deposited into the casino originate from a legitimate and verifiable source.
Ideally, the document should be provided in PDF format. However, we acknowledge the player’s correspondence with the issuing service, confirming that the document can only be obtained as a physical copy, and not in digital form.
Additionally, in the said email, they have stated that they have sent a benefits statement on the 17th of November, but the provided screenshots show different dates for both pages as to when they were issued. The first page is dated the 26th of February, while the second page is dated the 13th of May.
Dear majone,
Could you please provide us with the latest full document issued by your service on the 17th of November, as stated in the email?
Thank you for your understanding and cooperation.
Best regards,
Spinmama Casino
Dear majone,
Could you please kindly submit this most recent full document to Spinmama Casino, if you have it available?
Once sent, I would also appreciate it if you could forward a copy to me at karla.m@casino.guru, so I can independently confirm that the correct file has been provided.
Please let us know here in the thread once the document has been submitted, so we can follow up with the casino without further delay.
Thank you very much for your cooperation and patience — I understand how exhausting this process has been, and I will continue monitoring the case closely.
TranslationI would like to clarify this, please:
The approval notice is the original benefits notice I received months ago. I disposed of/threw it away at the time. That's why I had the employment office issue me a duplicate.
This duplicate copy still bears the date May 13th, because that is the original issue date of the approval notice. The employment office does not change this date retroactively, but simply issues a duplicate of the same document. Therefore, it appears as if there are different dates – in reality, these are not two different approval notices, but rather duplicate copies of the same document.
In addition, there is a separate amendment notice – this is a separate document and not another approval notice.
I have forwarded the duplicate copy of the approval notice three times now, but I am still not verified.
How much longer is this going to take? I'm forwarding the email again, Karla.
TranslationAnd now it's been two weeks again just to verify one document... which I've already sent three times by email... how much longer is this going to take?
Dear Spinmama Casino Team,
Thank you for your latest update.
The player has now clearly explained the reason for the differing dates on the document. As clarified, the benefits approval notice dated May 13th is a duplicate copy of the original document, issued by the authority after the original was discarded, and therefore retains the original issue date. According to the player, this is standard procedure and no newer approval notice exists unless a completely new decision is issued by the authority.
To allow this case to move forward without further delays, I kindly ask you to clearly confirm the following:
• Will the duplicate benefits approval notice dated May 13th be accepted as a valid Source of Wealth document, given the explanation provided?
• Or, does the player need to obtain an entirely new document from the issuing authority in order to complete verification?
If a new document is required, please specify exactly what document is needed and whether it must meet any additional formal requirements beyond what has already been submitted.
A clear confirmation on this point is essential so the player knows how to proceed and so the verification process does not continue in a loop.
Thank you in advance for your cooperation. I look forward to your clarification.
Hello!
We would like to clarify a point regarding the provided documentation. While the service has indicated that a PDF document is not possible, it was stated that a copy was sent on 17th November.
From the explanations provided, we understand that the issue date on the document reflects when the new copy was sent by the authority. This copy should bear a date corresponding to its issuance time, based on when the service created it. Due to this requirement, the current documents are not accepted, as they do not represent the most recent statement received, which was specifically requested in our earlier correspondence.
To proceed with verification, we require a copy of the document sent by the service on 17th November.
If you have additional questions, please let us know.
Best regards,
Spinmama Casino
TranslationOne last time for clarity – please read carefully.
The document that was sent to me is a duplicate.
This means that I will not be issued a new document with a new date, but only a duplicate of the originally approved decision.
The approval notice was issued in May – this date remains unchanged.
The authority will not change this issue date, regardless of when the duplicate is sent to me again.
In addition, there is a front page (cover letter) stating the current shipping date, with the note:
"I am sending you your documents here."
This front page contains the current date.
The approval notice itself contains only the original approval date.
This is officially correct, standard practice, and cannot be changed.
Please finally take this into account during the examination.
TranslationAdditionally, I would like to explicitly clarify:
This is the most official document I can obtain.
It doesn't get more official than this.
The document clearly and visibly states "Duplicate".
This alone implies that the authority is not changing the date, but is simply reissuing the originally issued document as a duplicate.
The date on it is therefore unchangeable.
It is also clearly evident where my income comes from and that it is an officially approved benefit notice.
I therefore seriously wonder:
How long will this game continue instead of properly reviewing and finally verifying the document?
TranslationTo clarify the timeline of the documents:
February 26th is the date of issue of the original approval notice.
This approval notice confirms that I will receive benefits continuously for one year.
This issue date is definitive and cannot be changed.
The month of May refers to a separate amendment notice.
This is a separate document that does not replace the approval notice, but merely represents an amendment to it.
I no longer have this amendment notice.
For this reason, I have again requested an official document regarding my services from the relevant authority.
In such a case, the authority does not issue a new document with a new date, but sends the original approval notice exclusively as a "duplicate".
Therefore, the original issue date of February 26th remains on this duplicate copy.
I have already sent you this duplicate three times.
It is an official original document and clearly confirms my source of income.
Against this background, it is incomprehensible why the verification continues to be delayed, even though all the necessary and official evidence is fully available.
Dear Spinmama Casino Team,
Thank you for your latest response.
After carefully reviewing the provided documents and the explanations from the player, I would like to clarify a few key points to help move this case forward.
The benefits approval notice submitted by the player clearly states:
- the start date of entitlement (01.02.2025), and
- the duration of entitlement (360 days),
- which confirms that the player is entitled to receive unemployment benefits for a full year.
- As explained, this document was reissued as an official duplicate and therefore retains the original decision date, which is standard administrative practice.
Given this, it is unclear why the document is considered insufficient for Source of Wealth verification, as it clearly confirms the origin, amount, and duration of the player’s income.
To avoid further delays, I kindly ask you to clarify one of the following so the player knows how to proceed:
• Please explain why the documented entitlement period and duration are not sufficient to confirm the player’s Source of Wealth, or
• Confirm whether bank statements showing the receipt of unemployment benefits (e.g., for November or other relevant months) would be accepted as supporting evidence of the same Source of Wealth, or
• Clearly specify what exact document you are willing to accept as valid Source of Wealth in this case, taking into account that the issuing authority does not provide newer versions of the approval notice.
At this stage, a clear and realistic resolution path is essential. If the requested document cannot be obtained in practice, it is important to clarify what reasonable alternative would allow the verification to be completed.
Thank you for your cooperation. I look forward to your clarification so we can resolve this matter without further unnecessary delay.
Dear majone,
In order to accept this document as a source of wealth, please provide one or more additional documents showing your source of income for the past year. This supplementary documentation should enable us to verify your overall source of wealth in conjunction with the information you have already provided.
Best regards,
Spinmama Casino
TranslationI feel increasingly strung along by the current process and, frankly, not taken seriously.
The document I submitted from the employment office (duplicate) is an official, legal document and clearly proves that I was granted benefits for a full year for the period mentioned.
This was also explicitly confirmed to me by CasinoGuru.
The fact that further documents are now being requested, even though the situation has already been clearly clarified, is incomprehensible to me.
I now perceive this approach as unnecessary stalling and it creates a feeling of pressure and insecurity for me.
I no longer have any understanding for these ongoing additional demands.
I expect a final and clear decision based on the documents already available.
Please inform me definitively whether the verification will now be completed or for what specific, legally justifiable reason it continues to be refused.
TranslationDear CasinoGuru Team,
I am contacting you again to request your active support, as I no longer understand SpinMama's further course of action.
Despite the official duplicate copy from the employment office that I submitted, which clearly proves a one-year benefit entitlement and which you have already confirmed as valid, SpinMama is now demanding further documents.
I find this approach inappropriate and a persistent stalling tactic. I currently see no objective or justifiable reason for these renewed demands.
I therefore urge you to review the case again and actively support me in reaching a final resolution.
Thank you very much for your help so far and for your continued support.
Best regards
Benkendorf
TranslationThis verification process has now been ongoing for over four months. I find it completely incomprehensible how a regular verification process can take such a long time.
In particular, it is inexplicable why legal and official documents issued by official bodies and generally recognized as valid are repeatedly not accepted and new documents are constantly demanded instead.
I therefore explicitly question how long this practice is to be continued. Such behavior appears neither proportionate nor objectively justified and increasingly defies any comprehensible logic.
In my view, the current procedure is no longer appropriate. I now expect a clear explanation as to why, after four months, no final decision has been reached despite all relevant evidence being repeatedly provided.
Dear Spinmama Casino Team,
Thank you for your response.
The player has confirmed that his sole source of income for the relevant period is unemployment benefits granted by a German public authority. The official benefits approval notice already submitted clearly confirms the duration and legitimacy of this income and represents the only Source of Wealth documentation that can reasonably be obtained for this type of income.
As unemployment benefits are not a standard payment-provider income stream, the player is unable to provide additional documents beyond what has already been submitted. Given the prolonged duration of this case and the level of cooperation shown, we kindly ask you to re-evaluate whether the existing documentation can be accepted as sufficient for Source of Wealth verification.
We would appreciate a clear position on whether verification can now be completed based on the documents already provided, so this matter can finally be resolved without further delay.
TranslationDear Karla,
I would like to clarify the current situation once again, as the entire process has now expanded to an incomprehensible extent.
The verification process has now been running for over four months.
Within this timeframe, for over a month now, I have been repeatedly asked in this chat to submit proof of income – even though it has already been explained and proven multiple times that no further documents can exist.
The submitted document clearly proves my income for the relevant period.
This is an official notification confirming the receipt of unemployment benefits for one year.
There are simply no other proofs of income in this case.
Nevertheless, I continue to receive emails containing:
- the document is rejected
- but at the same time, it is not stated which alternative document is expected.
This makes it virtually impossible for me to meet the requirements.
After four months of verification and a month of repeated requests for additional information without concrete details, this approach no longer seems comprehensible and increasingly resembles a delaying tactic.
I therefore expressly request that this case be escalated now and referred to the next instance so that a final decision can be made.
Please tell me clearly:
- why my previously submitted proof is not accepted
- and how this case will finally be concluded
Thank you for your support.
I sincerely hope that we can now conclude this process promptly.
Best regards
Tony Benkendorf
TranslationAdditionally, I would like to clarify that I have explicitly informed the casino that I will conduct all further verification exclusively through Casino Guru and this chat history. The reason for this is that for weeks I have been receiving identical, clearly automated responses through other channels, which have yielded absolutely no progress. Despite multiple explanations and the submission of all available documents, the process is constantly being restarted. At this point, I no longer consider this a misunderstanding, but rather an unnecessary delay. A verification process cannot and should not proceed in this way, especially not over a period of several months.
TranslationFurthermore, I can no longer understand how this casino can have a high security rating or a positive review when the verification process behaves like this. The clarification process in this chat alone has been dragging on for over a month without any concrete solution being offered. Instead, the same documents are repeatedly requested or categorically rejected without any comprehensible explanation. In my view, this approach does not meet the standards one would expect from a reputable provider and raises serious doubts about their trustworthiness and their treatment of players.
Dear majone,
As per our strict AML regulations, confirming the source of wealth is mandatory for completing this verification stage. The documents provided so far are insufficient on their own.
To verify your source of wealth, please submit one or more additional documents demonstrating your source of income for the year prior to receiving unemployment benefits. Alternative supplementary documentation options were outlined in our previous communication, and this information was also shared with you via email.
Our verification process adheres strictly to the Terms and Conditions agreed upon during registration. We regret any inconvenience caused by this process, but we must follow our established rules and policies to maintain a secure and fair gaming environment. Providing the requested documents promptly will help avoid further delays.
Dear Karla,
We have sent you an email with further information. Please review it at your earliest convenience.
Best regards,
Spinmama Casino
Dea rmajone,
Thank you for your message and for your continued patience throughout this process. I fully understand how exhausting and frustrating this prolonged verification has been for you.
I would like to update you on the latest position provided by Spinmama Casino, so you have a clear understanding of the current situation.
As an alternative solution, the casino has offered another way to verify your Source of Wealth. They are requesting documents showing your source of income for the year prior to receiving unemployment benefits. This request is presented as an alternative verification method, not as a rejection of your explanation regarding the duplicate document.
At this stage, the casino has indicated that providing such supplementary income documents would allow the verification to move forward.
Please let me know whether you are able or willing to provide any documentation covering your income prior to receiving unemployment benefits, such as salary slips, employment contracts, or tax-related documents. Once I have your confirmation, I will continue addressing the matter with the casino accordingly and push for a clear next step.
Thank you again for your cooperation, and please be assured that I am continuing to monitor your case closely.
TranslationDear Casino Guru Team,
Dear SpinMama team,
Before I submit any further documents, I would like a binding clarification, as there have been several misunderstandings in the past.
I have proof of income from my last job before receiving unemployment benefits.
However, I no longer know exactly which specific month these are from (e.g., December or January of the previous year).
Regardless, this evidence clearly proves that I was regularly employed before receiving benefits.
Before submitting these documents, I therefore request a clear and binding answer to the following points:
1. Are these salary statements sufficient in terms of content to complete the verification process?
2. To whom exactly should the documents be sent?
– to the SpinMama team
– or exclusively via Casino Guru?
3. Can you confirm in advance that no further documents will be required after these documents have been submitted?
The background is that documents submitted to SpinMama in the past were apparently filed multiple times without clear feedback, which unnecessarily prolonged the entire process.
I would like to clarify this matter clearly, transparently and conclusively before submitting any further documents.
Thank you for your clear and timely response.
TranslationDocuments from my previous employment (regardless of the exact date) → confirmation that these are sufficient → subsequent verification → activation of my account → final payment. Is that correct?!?!?!?!
TranslationHello dear Karla,
I have now photographed my payslip from January 2025 and already sent it to SpinMama via email.
I will also forward this email to you so that you can confirm that this is now the last required payslip from my employer for final verification.
I assume that this is now sufficient and the verification can be completed.
Thank you for your feedback.
TranslationAs already explained several times, I have been receiving unemployment benefits since February 2025.
Accordingly, I was asked to submit proof of income before receiving unemployment benefits.
I have fully complied with this request:
- First, I submitted my payslips from January 2025 (last month before receiving unemployment benefits).
These were rejected on the grounds that a document from 2024 was required.
- I then also submitted my payslip from December 2024.
- I sent these directly to Spinmama and forwarded them identically to Karla, just as I had previously done with the documents from January 2025.
These are all official, unambiguous and verifiable documents.
I have already submitted numerous proofs of income, yet new documents are still being requested.
I'm seriously starting to wonder how much longer this process is supposed to continue.
All relevant time periods are covered, and all required documents have been provided.
I therefore expressly request that you:
- confirmation that the most recently submitted documents (December 2024) are now available,
- as well as concrete support so that this verification process can finally be completed.
The process has now been dragging on for an unreasonably long time.
Hello majone,
Thank you very much for submitting the requested documents and for forwarding them to us as well.
I would also like to sincerely thank you for your patience throughout this process, especially considering how long this complaint and the verification review have already taken.
I have carefully reviewed the documents you provided from the Casino Guru side, and at this stage, everything appears to be in order and consistent with the explanations previously given.
Dear Spinmama Casino Team,
We kindly ask you to now complete your internal review of the submitted documents as soon as possible.
From our perspective, the required documentation has been provided, reviewed, and clarified multiple times, and we believe the case is now ready to move forward.
We would appreciate it if you could:
confirm the current status of the verification,
advise whether any further action is still required from the player,
and, if not, proceed with finalizing the review so that we can continue resolving this complaint without further delay.
Thank you for your cooperation.
We look forward to your prompt update so this matter can finally be concluded.
Dear majone,
We would like to inform you that the supplementary document has been accepted, and your Source of Wealth has been verified.
In order to proceed with the refund, could you please provide us with the following documentation:
Proof of address - a photo of a printed paper document or a digital PDF document, such as a government-issued document, a bank statement, or a utility bill (telephone, gas, electricity, etc.), not older than 90 days.
Bank statement (for the account to which the refund will be transferred). The bank statement should include your name, account number, and a list of transactions. It can be a photo of a paper document or a PDF file.
Additionally, please provide your bank details in text format:
- Name of the bank
- Bank address
- IBAN
- BIC
- Your full name (as it appears on your ID)
- Your full address
Please send the requested documents and the bank details in text format to our email address, so we can proceed as quickly as possible.
Thank you for your cooperation and understanding.
Best regards,
Spinmama Casino
TranslationHello Karla,
Hello Spinmama team,
I have sent the requested documents to both of you (Spinmama and Karla).
Included are:
- Phone bill as proof of address
- Bank statement as proof of banking and transactions (with my name and the corresponding transactions)
This should ensure that all requested documentation is complete.
I therefore ask you to confirm the current verification status.
Thank you.
Dear Spinmama Casino Team,
Please confirm as soon as possible whether the recently submitted documents have been accepted.
If any document is not accepted, kindly specify which one and clearly explain the reason.
We would also appreciate confirmation of the current verification status and whether any further action is required from the player.
Thank you.
Dear majone,
Thank you very much for submitting the requested documents so promptly.
We appreciate your cooperation and patience throughout this process.
Dear majone,
We would like to inform you that your documents have been accepted and the refund has been successfully processed from our side. Please note that it may take up to five banking days for the funds to reach your bank account.
If you do not receive the funds within this timeframe, please let us know and we will assist you further.
Thank you for your understanding and cooperation.
Best regards,
Spinmama Casino
Dear Spinmama Casino Team,
Thank you for the update and for confirming that the documents have been accepted and the payout has been processed. We appreciate your cooperation and the completion of the review.
Dear majone,
Please let us know as soon as the funds are credited to your bank account. Once you confirm receipt of the payout, we will be able to close this complaint accordingly.
Thank you both for your cooperation.
Dear majone,
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.
TranslationHello
Spinmama has paid out the money.
Thanks for the help
Dear majone,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Karla Mayfly
Casino.Guru
