Spinmama Casino - Player’s withdrawal request is delayed.

I registered at SpinMama Casino on May 11, 2025. After activating the welcome bonus, I played some rounds (including slots) and won €50. Later, I made a deposit of €20.02 via my LTC wallet. A deposit bonus was automatically applied to my account, but I didn’t use the bonus funds. I continued placing bets and increased my balance.

On June 7, I successfully passed full KYC verification (ID and facial scan). In the following days, I requested two withdrawals, which I later canceled myself.

On June 9, I made a second deposit of €20.10 via ETH wallet. The next day, I requested a new withdrawal of €485 to the verified ETH address.

On June 11, the withdrawal was declined, and I was asked to submit:

A new selfie with the current date

Proof of deposit

I uploaded these via the account panel and additionally sent an explanatory email with 11 attachments describing the LTC deposit path (including Moonpay and iCard statements).

Over the following days, I provided everything the casino asked for:

✅ A new dated selfie

✅ Source of funds (iCard 6-month bank statement showing Moonpay crypto purchases)

✅ Phone ownership proof (official profile screenshot from Yesss.at showing my name, address, phone number, and email)

✅ Responses to all security questions

Despite completing all requested steps, the phone ownership proof was rejected without explanation. I contacted support, and they said they would check — but no update followed.

As of now, all verification steps are completed except the phone number confirmation, which contains all standard data and was rejected without a valid reason. No email was sent to explain it. It has been more than two days with no update.

📌 Summary of my actions:

KYC passed via automated system

Provided all required selfies (5 in total across different requests)

Submitted source of funds

Sent phone proof with full matching details

Cooperated at all times, responded promptly

Still no resolution or explanation

I believe the casino is deliberately delaying the process. I now kindly ask Casino.Guru to assist in resolving this matter.

📎 Attachments:

SpinMamaAccount.pdf – Full account verification status, deposits, withdrawals

SpinMamaEmail.pdf – Email correspondence with casino support

Dear maxS95,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your phone proof seems to be the only issue? Has the casino approved the rest of your documents?  

Based on the information provided, your last communication with the casino was on June 16th. As verification is a standard procedure for reputable casinos, we recommend allowing a few days for a response from the casino.

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,

Katarina

Dear Katarina,

Thank you for your message and for looking into my complaint.

Yes, you are correct — the only remaining item is phone number verification. However, the situation reflects a much deeper issue with the way SpinMama handles verification. Let me explain the full timeline:

1) I initially passed the automated KYC successfully via ID upload and live face scan.

2) I was then asked to submit a selfie with the current date and proof of deposit. However, the system opened an incorrect slot for the selfie. I emailed the selfie instead, but it was ignored. My proof of deposit was also rejected without explanation.

3) After several days, they finally opened the correct slot and asked me to upload a standard selfie with ID and the same proof of deposit again. I did that, but the selfie was rejected — later they said it needed to include a handwritten date. This was not communicated initially.

4) I then uploaded a new selfie with the date, which was accepted. This was my third selfie, on top of the automated KYC.

5) At this point, all three verification sections in my account (KYC, selfie, and deposit proof) were marked as completed.

6) However, support then requested two more selfies (one with the ID, one with the date) — which I submitted and were later approved.

7) They also asked for a 6-month proof of source of funds, which I promptly submitted. Since no upload slot was opened for this, I emailed it instead.

8)They additionally asked me to verify my phone number, which I did by sending a full screenshot of my Yesss.at phone account (showing my name, address, number, email, and provider details). This was rejected without explanation or notification.

I followed every instruction from support carefully, submitted 5 different selfies, provided detailed documents, and answered all additional security questions — yet every completed verification step was followed by another new request. Now, after submitting valid phone verification, I have heard nothing for more than 2 days.

This leads me to believe that the casino is intentionally stalling the verification process and looking for reasons to avoid payment. Support provides no clarity, fails to send email notifications, and constantly creates new tasks after I complete previous ones. This pattern has made it impossible to move forward without help from a neutral third party.

Please let me know if you would prefer forwarded emails instead of screenshots — I’ll gladly send the entire email history for review.

Thank you very much for your attention and support.

Best regards,

Max S******

Dear maxS95,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Dear Katarina,

Thank you for your message.

I’ve just forwarded all relevant communications and documentation to your email as requested.

Please let me know if anything else is needed.

Best regards,

maxS95

Thank you very much, maxS95, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you maxS95 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinmama Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!

Hi Peter, thank you for your involvement.

I’d like to clarify that my account at SpinMama was fully verified — all documents were submitted and approved. However, my withdrawal was repeatedly rejected, and on June 18, my account was permanently blocked without a proper explanation.

The casino only referred to general terms about possible fraud, but did not provide any specific proof or reason.

Please let me know if you need additional information or email evidence — I’m happy to provide everything.

Thanks again for your help.

Best regards,

maxS95

Dear maxS95, 

We have to inform you that your account has been blocked and your winnings confiscated due to violation of our website terms and conditions.

You have violated section 7.5 of our terms and conditions:

It's the responsibility of the player to ensure that all documents as a part of the KYC process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the player.

As well as violation of the terms and conditions of the website clause 12.1

The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players fraudulent actions against other online casinos or payment providers chargeback transactions with a credit card, or denial of some payments made creating two or more accounts other types of cheating or becomes bankrupt in the country of their residence, the Company reserves the right to terminate such account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player, delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements, leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed, playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play, using strategies that take advantage of any software bug or failure.

The company reserves the right to block the account, cancel all winnings and deposits made in violation of the rules.

Dear Peter,

We have sent you an email containing further information. Kindly review it at your earliest convenience.

Best regards,

Spinmama Casino

Thank you for providing me with the information Spinmama Casino representative.

maxS95, we have reviewed your complaint thoroughly and, as part of this process, the casino has provided clear evidence indicating that the documents you submitted during the verification process were forged or otherwise deliberately manipulated.

Please be advised that the submission of falsified documentation constitutes a serious breach of both the casino’s Terms and Conditions and broader industry compliance standards. Such actions may not only result in permanent account closure but could also lead to blacklisting across multiple platforms within the gaming industry.

Given the nature of this violation, we find the casino’s decision to block your account to be fully justified. As a result, your complaint will be rejected.

We strongly discourage any future attempts to circumvent verification procedures. Thank you for your understanding.

Kind regards,

Peter