The player from Switzerland had been waiting for a withdrawal of CHF 5,230 for less than two weeks. Unfortunately, she had not received her payout yet. The Complaints Team had communicated that without the submission of an unredacted bank statement, they were unable to assist further in resolving the issue. As the player had refused to provide the requested document due to privacy concerns, the complaint had been rejected.
Spinmama Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Other
Amount: 5,000 CHF
Spinmama Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
I requested some withdrawals from Spinmama. The casino claims the payment has been made, but the money hasn't arrived in my account!
I have already sent Spinmama a bank statement with all relevant transactions (my name, IBAN, her withdrawals). All other account transactions have been redacted for privacy reasons.
Spinmama continues to refuse to pay out and demands an unredacted statement, which is unjustified!
I request Casino Guru to support my withdrawal and request Spinmama to pay out the outstanding amounts immediately, without further undue delay.
kind regards
Edited by a Casino Guru admin
Automatic translation:
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3 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 months 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, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email 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 months ago
Translation
Title: Spinmama refuses payout of CHF 5,230
Text:
I won CHF 5,230 at Spinmama.
I'm trying to get my payout, but to no avail!
I have submitted all the documents required by the casino several times (apart from the unredacted bank statement, since Spinmama is not concerned with my deposits).
Despite correct submission, the casino refuses the payout without providing a comprehensible reason.
Instead, Spinmama repeatedly requests additional documents that are irrelevant and disproportionate to the payout amount.
I have already filed a complaint with the Curaçao Gaming Authority (CGA) and documented all evidence (chats, emails, bank statements).
However, to date, I have not received any payment.
I request Casino Guru to review this case and assist me in obtaining my legitimate withdrawal.
Amount: 5,230 CHF
Status: Payment has not been made to my account!
Automatic translation:
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3 months ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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3 months ago
Translation
Thank you for your message. Unfortunately, I have to inform you that the payment of CHF 5,230 has not yet been credited to my account.
The specified timeframe has already passed, and there has been no solution or satisfactory explanation from the casino to date. I therefore still consider the payout pending and unfulfilled.
I therefore urgently request that you exert further pressure on the casino in my case, as I am still awaiting my money. Should I continue to not receive a payout, I will be forced to refer the matter to the relevant licensing authority and, if necessary, to legal authorities.
Best regards
Edited by a Casino Guru admin
Automatic translation:
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3 months ago
Dear player, we understand your concerns regarding privacy, but please note that the casino must be able to fully verify whether the payment was actually received or not.
By submitting a redacted bank statement, you are preventing the casino from confirming whether the funds were credited to your account. Unfortunately, this limits our ability to assist you further in this matter.
To move forward, we kindly ask you to provide the full, unedited version of your bank statement, showing your name, IBAN, and all transactions during the relevant time period. This is a standard request in such disputes and is necessary to prove that you have not received the funds.
Once the casino receives the complete document, we hope they will proceed accordingly and resolve the issue.
Sensitive attachment
Sensitive attachment
3 months ago
Translation
Thank you for your feedback.
However, I would like to clarify that, for data protection reasons, I am not obliged to provide a completely unredacted bank statement.
I am, of course, willing to provide you with a bank statement for the relevant period, showing my name, IBAN, bank details, and all transactions during the period in question. I will redact any private transactions irrelevant to this case for reasons of confidentiality.
This makes it clear to you and the casino that no credit exceeding CHF 5,230 or the amounts stated in the document has been received during the specified period.
Please understand that I will not disclose my other private financial transactions.
Best regards
Edited by a Casino Guru admin
Automatic translation:
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3 months ago
Dear player, please provide exactly what the casino is requesting, in the form they are asking for.
Only once this is submitted without redactions, can the casino verify your claim and proceed.
After you have done so, please let us know so we can continue assisting you.
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3 months ago
Translation
Ladies and Gentlemen
I have already submitted the requested documents several times. The repeated request for a complete bank statement without any redactions represents a disproportionate invasion of my privacy and exceeds the casino's legitimate right to review.
According to applicable data protection regulations and the principle of proportionality, I am not required to disclose all of my private income and expenses. The casino is only authorized to review transactions relevant to payouts, not my entire financial history.
Should the casino continue to request inadmissible documents or refuse withdrawals without legal grounds, I will be forced to take legal action and inform the relevant regulatory authorities (including Gaming Control Curaçao and the Data Protection Authority).
I therefore request you for the last time to accept the evidence I have already submitted and to make the payment immediately.
Best regards
Edited by a Casino Guru admin
Automatic translation:
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3 months ago
Dear player, please understand that without your full cooperation and submission of the unredacted bank statement as requested by the casino, we are unfortunately unable to assist you further in resolving this issue.
While we fully respect your concerns about privacy, the casino is legally entitled to verify the full transaction history for the relevant time period in order to confirm whether the payment was successfully received or not.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
