Spinmama Casino - Player's withdrawal is delayed due to account freeze.

Hello Casino Guru team,

I really need your help with a very frustrating situation.

On August 25th, the casino SpinMama froze my account. I can only log in and request withdrawals. At that point, I had €3,813.42 in my balance, and I requested a withdrawal of €1,500.

Since then, I have been asked for an endless list of documents — more than 20 in total, including:

ID card (front and back)

Passport

Driver’s license

Two bank statements

Selfies with documents

Utility bills

and a lot more

It’s obviously their job to do so so I submitted everything, and everything seemed verified. But then they asked me for a "proof of funds."

First, I uploaded my August payslip, the employee copy we normally receive at the Office every month. They rejected it saying they "don’t accept scans." So I had to go to my company’s HR office and request the official company copy of my payslip. I uploaded that — and they rejected it again, saying they need "a proof of funds such as a payslip." But that is LITERALLY what I provided!

To be extra transparent, I also uploaded proof of income from my Patreon account (my second source of income), including screenshots of my earnings and account ownership. They rejected that as well.

It feels like they are just inventing excuses to avoid processing my withdrawal. It has now been over one month since my withdrawal request, and I am extremely frustrated.

Please, I really need your help to get my funds back, and I’m ready to provide any document, screenshot, conversation history with their chat/email support and everything neeeded to solve the issue.

Thank you in advance.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the frustrating experience you are having with SpinMama Casino.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To help us move this case forward, could you please:

• Confirm whether you have received any written explanation from the casino about why exactly your documents were rejected?
• Share with me copies of the rejection emails or messages from the casino? My email address is [email protected].
• Clarify whether the casino has given you a specific deadline to provide additional documents?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello Casino Guru team,

First of all, thank you very much for taking interest in my case and for helping me so far.

I want to update you on the situation:

I was never given any deadline or proper explanation via email regarding why my documents were rejected.

However, after re-uploading the exact same documents, they were suddenly accepted yesterday, and my account was verified without, at the moment, any request for additional documents.

My withdrawal of €1,500 requested on August 25th is still pending. Yesterday I contacted support via live chat and asked them to escalate the matter to the payments department.

I kindly ask you to please keep my case open until I receive confirmation that the withdrawal has been successfully processed.

Thank you again for your assistance.

Thank you for the update. Could you please send me a screenshot of the transaction history showing the pending withdrawal requests in your casino account?

Also, could you kindly send me the communication between you and the casino regarding the payout of your winnings? My email address is [email protected]. Alternatively, you may post screenshots directly here to the thread. I appreciate your patience and cooperation.

Hello Veronika,

Thank you for your reply and for looking into my case. Here is a full update on the situation (all the screeshot are attached below)

On September 14th, my account was finally verified.

On September 15th, I emailed the casino’s support team to thank them for approving the verification process after all the documents I had provided. In that same email, I also reminded them that I have a pending withdrawal of €1,500 requested on August 25th, which I am still waiting to receive. I never received a reply to this email (it has now been 8 days).

I contacted the live chat support on September 16th, 17th, and 19th, each time asking for an update on my pending withdrawal. In all three cases, the agents told me that they would add a note to my withdrawal request, mark it as "urgent," and assured me not to worry because I would receive the funds soon.

Since I still hadn’t received any email response, I wrote a new email on September 19th asking again for an update. To this day (4 days later), I have not received any answer.

Today, I replied to my September 19th email, insisting on receiving an update regarding my withdrawal, but I am still waiting.

So, to summarize: despite 3 emails (September 15th, 19th, and today) and 3 live chat requests, I have received no updates in 8 days (no communication at all) about my pending €1,500 withdrawal requested on August 25th.

I have attached all the screenshots of my email conversations (where I received no replies). If you need additional screenshots, such as my transaction history or anything, I am more than willing to provide every possible proof to help resolve this and finally receive my funds.

Thank you very much for your support.

Update:

Yesterday, after 10 days, the casino finally replied to my email. Surprisingly, my account, which was already marked as fully verified (as shown in the attached screenshot), was suddenly set back to "unverified."

In their reply, they asked me for another bank statement. I had already provided my N26 and Revolut statements for June, July, August, and September. Now they specifically requested a bank statement from the account where I receive my salary (Banca Profilo).

I have uploaded the August statement from Banca Profilo (where my salary is credited) into my account area, and I also replied to their email to confirm that I had submitted the document.



I will keep you updated if there are any further developments.

Additional update:

As said yesterday after waiting 10 days with no reply to my emails, on September 23rd the casino suddenly downgraded my account from verified back to unverified.

They asked me again for another document — this time the bank statement from the account where I receive my salary (Banca Profilo). I uploaded the August statement showing my salary deposit, but they rejected it immediately, saying it was "not a valid document."

This is the exact same game they have been playing with every single document I submitted: first they reject them, then days later they accept the very same ones after uploading various times the same exact document. I have already sent over 20 documents — IDs, utility bills, payslips, multiple bank statements — and every time they invent a new excuse.

It’s clear they are just trying to avoid paying my €1,500 withdrawal from August 25th and the rest of funds still on my account. This is extremely frustrating and feels like a deliberate tactic to delay and wear me out.

I’ve attached all the emails, screenshots and the document sent to [email protected] as proof. I really hope Casino Guru can help, because on my own I don’t see any way forward anymore.

Thanks a lot for your help

Thank you for keeping me updated and for sending the email with additional information. I have reviewed your August bank statement and I can see why the casino rejected it. Please note that for KYC verification, only original, unedited documents are accepted.

The PDF you submitted had some information covered, which made it impossible for the casino to approve it. Kindly resubmit your August bank statement in its original format without any edits.

Thank you for following my case.

I have uploaded the document without covering my personal information.

I'll keep you upated once I get a response from the casino.

Update:

I want to provide a full update on my case, because the situation has become increasingly absurd and extremely frustrating.

Most recently, Spinmama asked me to upload a bank statement from the account where I receive my salary (Banca Profilo). I first uploaded the August statement in PDF format, exactly as I downloaded it from my online banking (without covering any sensitive info). They rejected it, saying they needed the last 3 months instead of just August.

So I complied: I uploaded June, July, and August together. They rejected those too, saying I had to upload them separately. Once again, I complied and uploaded three individual files (June, July, and August, each as a separate PDF). And once again, they rejected them.

It is absolutely unbelievable: they are refusing the very same documents they specifically asked me to provide. This situation is creating enormous frustration.

To make sure Casino Guru has everything needed, I have now sent all the files and screenshots to Veronika:

• Bank statements from Banca Profilo (June, July, August, single and combined versions)
• Screenshots of Spinmama rejecting the very documents they requested

I sincerely hope that with this evidence, Casino Guru will be able to step in and help resolve this nightmare.

Thanks again for following my case

Thank you very much, Magmartar98, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Magmartar98,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see how I can help if possible.

We would also like to invite Spinmama Casino to participate in this discussion.

Dear Spinmama Casino,

Could you kindly clarify the reasons for the rejection of the documents submitted by the player as proof of funds? Additionally, what other documents, if any, should or can the player submit to complete their verification process, which appears to be taking longer than anticipated?

If there are any factors that influence the whole situation that cannot be shared publicly, please forward them to me directly at [email protected]

Hello!

We would like to clarify that the document recently uploaded to the verification page was rejected because it appears to have been forged, edited, or otherwise tampered with. Only official, unaltered versions of the required document can be accepted.

In addition, other documents covering the required period of the last three months were not provided.

We confirm that other documentation was sent via email is currently under review by our dedicated team, and an update will be shared as soon as possible.

To provide further clarity, the required documentation for Source of Wealth verification is a bank statement showing salary receipts for the last three months.

Thank you for your patience.

Best regards,

Spinmama Casino

Hello,

I would like to clarify a few points regarding the casino’s last message:

• I have already provided all the requested documents: official PDF bank statements from my bank (Banca Profilo), showing my salary receipts for June, July, and August. If needed, I am also ready to provide the September statement as soon as my salary is received tomorrow — always on the same account I have already submitted.

• The accusation that my first file uploaded was "forged, edited, or tampered " is unfounded. The first time I uploaded the documemts I simply combined the three monthly statements into one file because your upload system only allows one slot to upload document (see the screenshot below), so I had to combine them to fit all of 3 in your unique slot. To comply with your new request, I also uploaded them separately, month by month, the got rejected every time.

These exact same documents have been uploaded in the verification area and sent by email to your support team. The Casino Guru have copies of these files and can confirm they are exactly what you requested.

At this point, there is no longer any valid reason to continue holding my withdrawal. I have complied with every request, multiple times, and provided more then 20 documents.

I kindly ask the casino to accept the official documents already provided and to process my pending €1,500 withdrawal without any further delay.

Thank you.

Dear Spinmama Casino,

Thank you for your response. We have received the documents from the player that they previously provided for the KYC process. Although the PDF file that consolidates the three monthly bank statements into a single document may exhibit indications of editing, I have not observed such signs on the individual bank statements for June, July, and August.

Kindly provide your clarification, along with any supporting evidence that led you or your security team to conclude that these documents have been forged, edited, or otherwise tampered with, to [email protected]

I would also like to clarify this specific point from the casino’s response on October 2nd — especially as we are now waiting for a reply for the fourth consecutive day:

"In addition, other documents covering the required period of the last three months were not provided."

This statement is completely incorrect. I have already uploaded all the requested documents (the same ones I also shared with the Casino Guru team) directly to the casino’s verification page.



In addition, I have sent them via email three separate times — on September 27th, September 29th, and again on October 5th, in case my previous emails were ignored.

You can see proof of these messages and submissions in the attached screenshots below.

I respectfully urge the casino to acknowledge and accept the official documents I have already submitted and to process my pending €1,500 withdrawal without any further unnecessary delay.

Dear Michal,

We have provided you with an answer via email. Please review it at your earliest convenience.

Best regards,

Spinmama Casino

Dear Spinmama Casino,

Thank you for your email. I have responded back with some additional inquiries.

Dear Magmartar98,

Could you kindly clarify why there are only a limited number of transactions in the account for which you provided the bank statement? Furthermore, could you confirm that the individual statements for June, July, and August are in their original format as downloaded from your online banking application or account, without any modifications?

I would appreciate it if you could create a brief video demonstrating how you log into your internet banking and download the statements for June, July, and August and how you send it to my email at [email protected].

You may either email the video directly to me, or if the file size is too large, please upload it to a platform like, for example, Google Drive, from which I can easily download it.

Hello Michal,

Thank you for your message, and for helping me with my case.

Regarding your first question, the reason there are only a limited number of transactions on the bank account where I receive my salary is that this account is not used for daily expenses. I mainly use my N26 and Revolut accounts where I have some savings for everyday spending — such as groceries, restaurants, and online purchases — and SpinMama casino already has all my bank statements (N26 and Revolut) for these accounts too (for June, July, August, and September), they've the full collection of my private life expenses from the last 4 months, which is pretty frustrating too.

The account where my salary is deposited is used only occasionally, for example, for small online expenses or investments in cryptocurrencies. The remaining balance is kept as savings, as I am trying to save as much as possible to buy a house within the next couple of years.

As for your second question, I can confirm that the individual bank statements for June, July, and August were submitted exactly as they were downloaded from my official online banking account — no modifications or edits have been made.

Following your request, I have already recorded the video showing how I log in to my online banking, download the statements for June, July, and August, and I have sent it to your email address as instructed.

I really hope this helps to finally clarify everything and move this frustrating situation toward a resolution.

Dear Magmartar98,

Thank you for your cooperation thus far. I have replied to your email with additional instructions. I'm looking forward to your reply.

Hi Michal,

I've sent you an email with all the material requested, including recording and providing a video demonstration showing how I log into my Banca Profilo online banking and download the official statements for June, July, and August.

At this point, I have met every single requirement set by the casino multiple times, and provided all possible evidence to prove my full cooperation and transparency.

Thank you, Michal, for your patience and ongoing help in trying to resolve this matter fairly.

Dear Magmartar98,

Thank you for providing me with all the requested evidence.

Dear Spinmama Casino,

I have reached out to you through email and shared all pertinent additional evidence I have obtained from the player. I believe this will assist us in clarifying the matter and progressing towards a resolution. I'm looking forward to your timely response.

Hello!

We would like to inform you that the documents, along with the additional video, have been accepted.

We do, however, have a follow‑up question regarding your last deposit to your casino account and the provided documentation.

The screenshot you provided from your banking app, uploaded on 26 August to your verification page and later sent via email to [email protected], shows the transaction dated 13 August. However, your bank statement for the account ending in 1799, which was uploaded on 25th of August shows no transactions on that date, and instead records the deposit on 15 August.

Please clarify why the date in the screenshot differs from the date shown on your bank statement.

Thank you for your understanding, and if you have any questions, please feel free to contact us.

Best regards,

Spinmama Casino

Hello,

First of all, thank you for your cooperation and for accepting my documents and the additional video proof. I truly appreciate that progress has been made on my case.

Regarding your question about the difference in the transaction dates — as I explained in my email sent on August 27th to your email support team (which also included the relevant screenshot attached in that same message) — the payment on August 13th was made via Apple Pay, using my N26 credit card (for which you already have the bank statements for the last four months).

With N26 credit card payments made through Apple Pay, the process works as follows:

• The transaction is charged immediately by N26 on the same day (in this case, August 13th).

• On the following day (August 14th), N26 notifies you that the funds will be debited from your bank account the next day.

• Finally, on August 15th, the amount is actually deducted from the account balance.

Thank you again for your understanding and collaboration. Once this matter is fully resolved and I receive my funds, I’ll be happy to remove my Trustpilot review and leave a positive one reflecting the final outcome.

Best regards,

Leonardo

Hello Michal and Casino Guru Team,

I’d like to share a positive update regarding my case with Spinmama Casino.

Today, the casino contacted me via email asking for my bank account details (IBAN, BIC, etc.) to transfer the funds from my casino account balance. After I promptly provided all the requested information, I received confirmation that my account has been closed per administrative decision, and that €2,313.42 will be sent back to my bank account.

I also reminded them that I still have a €1,500 withdrawal requested on August 25th which hasn’t been received yet. I’ve asked the casino to confirm that this payment will also be processed soon (I’ve not received a response yet, but I’ll provide an additional update once I have one).

Once both payments — the €2,313.42 refund and the €1,500 withdrawal — have been successfully received, I’ll gladly confirm it here and mark this case as resolved.

Thank you again, Michal, for your help and support throughout this process, and SpinMama Casino for the collaboration.

Best regards,

Leonardo

Thank you all for your responses.

Dear Magmartar98,

Thank you for your update. I am pleased that we have finally progressed towards resolving your case. I am confident that all the funds that are to be disbursed to you will arrive shortly.

I will await your confirmation.

Hello Michal and Casino Guru Team,

I’d like to provide an important update on my case.

This morning, I received the €2,313.42 transfer from Spinmama Casino via bank wire.

However, the €1,500 withdrawal I requested on August 25th is still missing.

I contacted the casino support team to clarify the situation, and they replied with the following message:

"The €2,313.42 is a total amount of returned funds. No other funds will be processed."

I find this response quite unreasonable, as my total casino balance was €3,813, and I have clearly not received the remaining €1,500 that belongs to me.

I kindly ask Spinmama Casino to ensure that the remaining €1,500 is returned to my account as well.

Best regards

Leonardo

Thank you for your update, Magmartar98.

Dear Spinmama Casino,

I am looking forward to your clarification about the outstanding €1,500 that has not yet been disbursed to the player.

Dear Magmartar98,

Prior to refunding the remaining balance, could you please provide us with the original bank statement for the account ending in 1799 with your deposit?

You previously mentioned using a site to merge documents. If the statement is split into multiple documents, kindly send them separately without merging or using any third-party programs.

Thank you for your understanding.

Best regards,

Spinmama Casino

Dear Spinmama Casino,

I would like to clarify that I have already uploaded every requested bank statement for all my bank accounts (N26, Revolut, and Banca Profilo) covering the last three months.

Each document was provided separately, not merged, both:

• through the document upload section in my casino profile, and
• via email on September 4th and 5th, as individual PDF files, one for each month for the N26 statements, and on October 4th, 5th, 7th and 8th for the Banca Profilo stataments

You have therefore received two or more copies, not just one of every document requested.

Moreover, you have already verified my documents and paid €2,313.42 out of the total €3,813.42 balance. I honestly don’t understand why the remaining €1,500 is still being held, especially when all verification requirements have long been met and re-verified multiple times.

I would also like to point out that my Spinmama account has been disabled, meaning I can no longer log in or access the document upload page to resubmit anything even if I wanted to.

At this stage, I have fulfilled every request and sent every possible document multiple times, I've had to record videos to show my bank statments.

I kindly ask to return the remaining €1,500 left in my account.

Thank you for your understanding.

Best regards,

Leonardo

Dear Magmartar98,

We would like to inform you that the refund of the remaining funds has been initiated. Previously, the withdrawal was requested as crypto, but no crypto deposit was made, and we do not offer conversion. Due to this, the funds will be received similarly to the initial refund.

As soon as it is processed, we will inform you. Once processed, it can take up to 5 banking days to be credited, but usually, it is much faster.

Thank you for your patience. If you have additional questions, please let us know.

Best regards,

Spinmama Casino

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Magmartar98,

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,

Michal

Casino Guru