SpinStellar Casino - Player's account has been frozen.

When making a withdrawal at this casino, I was asked for registration information for mifinity, the wallet I use.

When I answered it, I was told that I was using someone else's wallet and my account was frozen.

I would like the people at the casino to explain the fundamental concept that mifinity is a separate site from the casino and that a different registered email address or user name is not proof of another person.

Dear andandjonnyx,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with SpinStellar Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Did you pass the identity verification before verifying your payment method?  
• Can you clarify if you have previously used this Mifinity wallet with this casino?
• What specific registration information were you asked to provide for your Mifinity wallet?
• Are the personal details in your Mifinity wallet the same as in your casino account?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

KYC has been completed.

We have used mifinity in the past and have made withdrawals.

Email address and username requested.

The account is mine. Email addresses and names change periodically, but the account number is the same as before, which is proof that it belongs to me.

What do you mean by "names change periodically"? Could you please share the screenshots from your casino account as well as the screenshot from your Mifinity wallet account, on which your full name and address are shown? You can attach them here or send them to my email address at natalia.b@casino.guru. Thank you.

The casino is blocked so I can't post a screenshot.

Since mifinity is a separate site from the casino, you can change your username and registered e-mail address at will.

Thank you for your reply, andandjonnyx. Could you please forward all the relevant communication between you and the casino, together with the screenshot of your Mifinity account to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Dear andandjonnyx, can you please share the screenshot from your Mifinity account with your personal information? Can you explain why you changed your name in your wallet?

No particular reason.

Or do you never change your username without a reason?

Your handle is "Natalia", but no one would question if your handle was "Rebecca" the next day.

Dear andandjonnyx, it appears that the name registered on your payment method was changed from your real, legal name to a different name that does not match your identity. This raises concerns, as it gives the impression that the payment method may not belong to you.

Please be aware that, according to the casino’s terms and conditions, all payment methods used for deposits or withdrawals must legally belong to the account holder. Changing the name on a payment method to something other than your official name can be interpreted as an attempt to use a third-party method, which is strictly prohibited.

As clearly stated in the casino’s terms:

A credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. The company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

and

9.1 The Website may be used for personal entertainment purposes only. The practices described below are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

- Engaging in any fraudulent activity, including unlawful use of any credit/debit cards, other payment methods, or funds not owned by you, in cases of withdrawal/disputation of funds;

To avoid any issues with your account or withdrawals, it is crucial that you only use payment methods that are fully registered in your legal name and that you are able to verify ownership upon request.

That said, mifinity is not used exclusively for this casino.

If this were a credit card, it would have to be in the official name, but as we know, mifinity is not such a payment method.

You may have multiple email addresses, and even your real name may exist under multiple names.

And the fact that casinos also use MIFINITY as a payment method means that they must naturally understand the characteristics of MIFINITY.

Since it is possible to prove that it belongs to the person in question in other ways, please call the person in charge to mediate.

Dear andandjonnyx, for security and transparency reasons, people are expected to use payment methods issued in their own names. Using an account or card under a different name is considered suspicious and does not meet the terms and conditions of all licensed online casinos.

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.