The player from Italy had been waiting for withdrawals of €250 each from SpinMama since November 7th, but his account was frozen. Despite submitting various verification documents, including proof of income and bank statements, the casino continued to request further proof. He had reversed his withdrawals to secure his balance of €1,020.20, and he had not received a response to his email ticket. The issue was resolved after the player marked the complaint as resolved, indicating that the casino had addressed his concerns.
Spinmama Casino - Player’s withdrawals are delayed and account is frozen.
Resolved
Our verdict
Case closed
Amount: €1,020
Spinmama Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
I've been waiting since November 7th to receive two withdrawals of €250 each from SpinMama, and following my withdrawal requests, my account was frozen. A few days earlier, I had successfully withdrawn twice, after submitting numerous verification documents, namely everything they asked for: Proof of Identity, Proof of Payment, and bank statement.
Subsequently, after the two withdrawal requests of €250 each, the casino repeatedly requested further proof of funds. I first sent my payslip, which was declined, then the statement (from September 1st to November 11th), which was also declined, then the statement (from November 1st to November 11th) which was also declined, and now I've sent the statement from August 11th to November 11th, which is pending. Currently, my account is still frozen and awaiting verification, and out of fear/precaution, I reversed the two withdrawals of €250 each to get screenshots of my balance, to prevent it from disappearing for some reason. So my balance now stands at €1,020.20. They don't seem to want me to withdraw that balance. I've opened a ticket via email, but haven't received a response.
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1 month ago
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1 month ago
Dear Tommaso22,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you accumulate your winnings with or without an active bonus?
- Can you confirm if you have received any communication from the casino regarding the reason for the repeated document requests?
- Is there a specific reason provided by the casino for freezing your account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards
Petra
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1 month ago
Translation
Hi Petra, thanks for the feedback.
1) some slots, sports betting, sicbo, roulette, hi-lo rarely.
2) I have accumulated using (not always) the sports deposit bonuses provided by spinmama
3) no particular reason, just: "The account must be verified for the withdrawal to be approved"
4) My account was frozen without even being notified. One evening, I logged in and couldn't do anything. When I spoke to live chat support, they didn't give me a reason. I should point out that I immediately asked if I could withdraw my funds even though my account was frozen, and they said yes. So, I made two withdrawals of €250, and subsequently, the verification issue came up (again, I might add), and I was also denied the ability to withdraw.
Looking forward to hearing from you.
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1 month ago
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I'm sending you updates:
Finally, for some reason, I've sent the same documents and they've now verified my account, and when I try to withdraw, they're asking me to wager at least €271.60. However, when I try to bet, my account is still frozen. So, I contacted support via live chat and asked for help, and they told me I should receive an email confirming my account has been unblocked.
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1 month ago
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I'm sending you updates:
Today, having not yet received the unlocking email I was told about yesterday in live chat, I decided to contact them again via the same method. At this point, I was informed that (even though I hadn't received any email about it), I needed to provide the following documents (even though my account is currently verified):
"1. **Proof of Source of Wealth (SOW) for the last 3 months** in PDF format. * Must include the overall source of your wealth (all financial assets) and demonstrate how you obtained these funds. * Examples: inheritance, investments, business interests, earned income.
2. **Source of Wealth Questionnaire (SOWQ)**, with this information: * Primary source of income (salary, self-employment, pension, investments, inheritance, real estate sale, cryptocurrency, other) * Other sources of income * Total annual income (select a range, e.g. €0-29,999, €30,000-49,999, etc.) * Projected annual gambling spending (select a range) * Employment status (employed, self-employed, unemployed, retired, student, etc.) * Current job title * Nationality and place of birth 💰 **Proof of Source of Funds (SOF)** * Documents showing where the funds deposited into the casino came from, for example: * Bank statements or e-wallets with deposits * Pay slips or pay slips * Sales contracts or inheritance documents * Investment or savings account statements * Other relevant documents.
Once these two elements are provided, the team will be able to verify the account and unlock the withdrawal."
Now I'm wondering, is it possible that I'm the one who has to contact support via chat multiple times a day (despite having already opened a ticket) to request updates on my account that THEY have blocked, despite telling me yesterday I'd receive feedback via email? This situation seems absurd to me. I await your feedback. Thanks in advance, Casino Guru. 
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1 month ago
Thank you for your reply and for providing the previous details, Tommaso22.
Have you sent the required documents to the Casino yet, please?
Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to:[email protected] or post your screenshots to the thread.
Thank you again for your cooperation.
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1 month ago
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No, I haven't provided them yet, waiting for written notification via email. Should I provide them via live chat? I've attached the crucial chats I have with the casino, only the most relevant ones, as there's a limit on the number of images that can be sent.
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4 weeks ago
Thank you for the update on the case. Yes, I would recommend you send the requested documents to the casino, and let me know as soon as you receive any response from them. We’ll be happy to continue assisting you and monitor the situation closely.
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3 weeks ago
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I'm sending you updates:
I have already sent the documents that were requested, and now I have been asked for more, I report:
- a document (or more documents)
that certifies the source of the funds used to deposit into our casino, for example, a payslip, proof of business ownership, sale of a property, an inheritance payment or divorce settlement, etc. (for the last 3 months).
I submitted everything via live chat and email on Wednesday, and I'm still awaiting feedback. To summarize, I've been under verification since November 7th (without the ability to withdraw €1,020.20, as if it were small change), even though I've always submitted all the required documents. I hope you, Casino Guru, will help me resolve the situation as soon as possible, as this situation is causing me various inconveniences, including anxiety and stress. I look forward to hearing from you and them.
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3 weeks ago
Thank you for your reply and for providing the previous details,Tommaso22.
have you received any update from the casino since submitting the latest documents? As you’ve mentioned, the verification has been ongoing since 7 November, so it would be helpful to know if there has been any movement on their side.
Once I have this information, I will continue to follow up
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2 weeks ago
Translation
After a few more steps, my account was verified (though it still remained suspended due to their decision), and yesterday and tomorrow I made two withdrawals of €510.10 each, both of which arrived. I'm glad it's over and that everything is finally resolved.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Tommaso22,
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,
Petra
