Spinmama Casino - Player's withdrawal is blocked.

I've been loading for months and I'm losing large sums and yesterday I had won and I wanted to withdraw and they blocked me for checks, they made up excuses and forced me to send my bank details and made me continue to play by telling me that if the procedure doesn't get unblocked they'll make me lose everything and it's unfair

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 specify what games you played? Were they slots, live casino games, or did you place bets on sports?

Have you passed the full KYC verification?

Which documents did you send to the casino to verify your payment method?

Which payment methods have you used to deposit money into this casino?

Did you accumulate your winnings with or without a bonus?

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

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Dear Newlinesalvo,

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.

I played slots

Play slots

I play slots and when I wanted to upload, Anna made me send photos of my private account and lots of other private information and they induced me to play until late at night and then they didn't allow me to download so I would lose everything, telling me that I didn't have to play a part, making me lose.

I sent photos of my bank account they wanted everything

Thank you for your responses. I completely understand how frustrating it can be to wait several days for your account to be verified and how stressful it is to provide all the necessary documents to the casino.

Could you please let me know what your current real-money balance is in your account? Have you already lost all your funds while waiting for the casino to complete the verification process?

I had won 335 and I had 74 in my bank account, they made me deposit those too and I lost everything because when the verification was unfair because I had been loading from that account for months, they told me that to withdraw I had to deposit again

Dear Newlinesalvo,

Thank you for your cooperation throughout this complaint. After carefully reviewing the information you provided, we see that unfortunately, your real-money balance was lost while playing. Once the balance is played through and no funds remain in the account, there is essentially nothing left to claim from the casino.

Because of this, we are unable to assist you further in this matter, and I will now close this complaint.

I’m truly sorry we couldn’t help you achieve a better outcome this time, but please remember that you are always welcome to use our complaint resolution center again in the future if you encounter any issues with another casino.

Best regards

Veronika