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Delayed withdrawal of a large winning (PLN 59,353.70) – over a week of waiting, problems with 2FA after changing the withdrawal method

Good morning,

I deposited a total of approximately PLN 30,000 over 3 weeks (deposits from my bank account).

On December 13, 2025, I won PLN 62,304 in the game Coin Strike 2: Hold And Win (transaction ID: 1391298884451548932).

The current account balance is PLN 59,353.70.+4,000+250

Previous small withdrawals (3x4000 PLN) were processed without any problems within 1-2 days.

When I won a large amount, the casino launched additional verification (AML, GamCare responsible gambling test – I filled it out and sent the results).

The account was temporarily suspended "for security reasons" and later unblocked.

I have VIP status, support provided a daily limit of PLN 12,500, but the payment has been pending for over a week.

I changed my withdrawal method to crypto, which caused a problem with 2FA (Google Authenticator – codes are not generated, I lost access).

Pending withdrawals: PLN 4,000 (bank transfer) + PLN 250 (Skrill) + rest of the balance.

Support (various VIP managers: Justin, Ivy, Chloe, Mark, etc.) keeps saying "standard procedure", "the team is working", "we need more time", but does not give a specific deadline.

It's been over a week since my first withdrawal request and the money is still on hold.

I request mediation to process the payment of the full balance immediately.

I am attaching screenshots:

Balance PLN 59,353.70

Winnings story: PLN 62,304

Chat with support (delays, assurances)

GamCare test result (low risk)

Thank you for your help.

Kind regards,

Arkadiusz

Email: [removed by casino.guru admin]

Casino Username: [ DandyGopher79 at Morospin]

I have a lot of screenshots of conversations and all the correspondence with the casino, everything.

PLEASE HELP ME BECAUSE I AM UNABLE IN THIS FIGHT. PLEASE HELP ME AS MUCH AS YOU CAN!!!

Opóźnienie wypłaty dużej wygranej (59 353,70 zł) – ponad tydzień oczekiwania, problemy z 2FA po zmianie metody wypłaty

Dzień dobry,

Złożyłem depozyty w sumie około 30 000 zł w ciągu 3 tygodni (wpłaty z konta bankowego).

13.12.2025 wygrałem 62 304 zł w grze Coin Strike 2: Hold And Win (ID transakcji: 1391298884451548932).

Saldo na koncie wynosi obecnie 59 353,70 zł.+4000+250

Wcześniejsze małe wypłaty (3x4000 zł) zostały przetworzone bez problemu w ciągu 1-2 dni.

Przy dużej wygranej kasyno uruchomiło dodatkową weryfikację (AML, responsible gambling test GamCare – wypełniłem go i wysłałem wyniki).

Konto było tymczasowo wstrzymane "ze względów bezpieczeństwa", później odblokowane.

Mam status VIP, support zapewniał limit dzienny 12 500 zł, ale wypłaty oczekują już ponad tydzień.

Zmieniłem metodę wypłaty na krypto, co spowodowało problem z 2FA (Google Authenticator – kody nie generują się, zgubiłem dostęp).

Wypłaty oczekujące: 4000 zł (przelew bankowy) + 250 zł (Skrill) + reszta salda.

Support (różni managerowie VIP: Justin, Ivy, Chloe, Mark itp.) ciągle powtarza "standardowa procedura", "zespół pracuje", "potrzebujemy więcej czasu", ale nie podaje konkretnego terminu.

Minęło już ponad tydzień od pierwszej prośby o wypłatę, a pieniądze nadal wstrzymane.

Proszę o mediację w celu natychmiastowego przetworzenia wypłaty całego salda.

Załączam zrzuty ekranu:

Saldo 59 353,70 zł

Historia wygranej 62 304 zł

Czat z supportem (opóźnienia, zapewnienia)

Wynik testu GamCare (low risk)

Dziękuję za pomoc.

Z poważaniem,

Arkadiusz

Email: [removed by casino.guru admin]

Nazwa użytkownika w kasynie: [ DandyGopher79 w Morospin]

posiadam mnóstwo skreenó z rozmów i cało korespondencje z kasynem wszystko.

PROSZE O POMOC BO JESTEM BEZ RADNY W TEJ WALCE.PROSZ NAJMOCNIEJ JAK POTRAFIE POMUSCIE MI!!!

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Morospin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify whether the blocking of your account and your losing access due to a payment method change are 2 separate incidents, or are they the same?
• Do you currently have access to your player's account?
• Could you please share with me your most recent relevant communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Update from 19/12/2025:

The winnings of PLN 62,304 come from the legal purchase of a bonus (buy feature) in the game Coin Strike 2: Hold And Win (13/12/2025, transaction ID: 1391298884451548932).

Bet PLN 1,800 → winnings PLN 62,304 – the buy feature option is available in the game and permitted by the casino's rules. There was no violation of the rules.

Today (19/12/2025):

- I sent the KYC documents (selfie with code T79BY41NJ9 + ID card + driving license) to the mrspn.online panel and by email.

- Document status: "Pending" for review (up to 24 hours).

- Contact from several VIP managers (Enrique, Mario, Melanie) – they confirmed receipt of documents and promised a quick solution.

I am waiting for the documents to be accepted, 2FA to be disabled and the first payout tranche (balance PLN 59,353.70).

I am attaching additional screenshots (game history with buy feature, full chats with VIP support, verification status).

Please continue mediation and ask the casino about the reason for additional KYC requirements for large winnings (small withdrawals went through without a problem).

Thank you for your help.

Update z 19.12.2025:

Wygrana 62 304 zł pochodzi z legalnego zakupu bonusu (buy feature) w grze Coin Strike 2: Hold And Win (13.12.2025, ID transakcji: 1391298884451548932).

Zakład 1 800 zł → wygrana 62 304 zł – opcja buy feature jest dostępna w grze i dozwolona w regulaminie kasyna. Nie było żadnego naruszenia zasad.

Dzisiaj (19.12.2025):

- Przesłałem dokumenty KYC (selfie z kodem T79BY41NJ9 + dowód osobisty + prawo jazdy) na panel mrspn.online oraz mailem.

- Status dokumentów: "Oczekująca" na recenzję (do 24 godzin).

- Kontakt od kilku menedżerów VIP (Enrique, Mario, Melanie) – potwierdzili otrzymanie dokumentów i obiecali szybkie rozwiązanie.

Czekam na akceptację dokumentów, wyłączenie 2FA i pierwszą transzę wypłaty (saldo 59 353,70 zł).

Załączam dodatkowe zrzuty (historia gry z buy feature, pełne czaty z supportem VIP, status weryfikacji).

Proszę o dalszą mediację i zapytanie kasyna o powód dodatkowych wymagań KYC przy dużej wygranej (małe wypłaty przeszły bez problemu).

Dziękuję za pomoc.

Thank you, Tomas, for your quick response and mediation.

Answers to your questions:

1. The blocking of my account and losing access due to 2FA were caused by changing the withdrawal method to crypto. The 2FA codes stopped working after that. The account was temporarily blocked for "security reasons" (responsible gambling check), but later unblocked.

2. I currently have full access to my player's account (I can log in and see the balance of 59 353,70 zł).

3. I am attaching the most recent communications with the casino (chats with VIP managers Enrique, Mario, Melanie – they confirmed receipt of documents and promised quick resolution). Also attaching screenshots of the game history (win from buy feature) and KYC status ("Pending review").

The win of 62 304 zł came from a legal buy feature in Coin Strike 2: Hold And Win (bet 1 800 zł).

Documents sent today (selfie with code T79BY41NJ9 + ID).

I hope this helps with the mediation.

Thank you very much for your help!

Best

regards,

Arkadiusz

Documents sent for three verifications. One deposit of PLN 4,000 was withdrawn, the second of PLN 250 was included in the balance. After submitting a request to transfer the deposit to the account where the funds were previously transferred, the account was suspended (possibly due to procedural reasons), account statements were sent from the two accounts from which I made the deposit.

Dokumenty wysłane do 3 weryfikacji. Jeden depozyt wypłacony 4000 zł drugi 250 wliczony do saldo. Po napisaniu prośby o wpłatę depozytu na konto na które dotychczasowe pieniądze szly Konto zawieszone( byc moze procedura) bilingi rach wysłane z 2 kont z których dokonywalem depozytu.

Hi Tomas, are all the documents in place? There's been no response from the casino regarding the password I used to log in. I reset it, but nothing happens, as if the account doesn't exist. This is incredibly surprising. I completed a new verification process with the code and selfie yesterday, after which they withdrew 4,000 and suspended the account. What should I do? After one day, things got worse, and I was already full of hope, even though I've received no response from the casino, now there's silence, as if the issue never happened. What should I do? Please respond. Thanks in advance.

Witam tomas czy wszystkie dokumenty są?? Brak odzewu ze strony casyna na chaslo które sie logowałem nie szło sie zalogować. Dałem reset to nic nie przychodzi jakby konto nieistnialo. Strasznie mnie to dziwi juz nowa weryfikację z kodem i selfi wczoraj przeszedłem po czym wypłacili 4000 i zawiesili konto. Co robic. Po jednym dniu sprawy nabrały tępa i juz bylem pełen nadziei nawet bo odpowiedziach z kasyna teraz cisza jakby sprawy nie było.??? Co robic????? Prosze o odpowiedź z góry dziekuje

I managed to connect to support. They said my account was locked because I entered the wrong password once. That's what it was, but I immediately reset my password because I noticed I'd been kicked out of every session, and this hadn't happened before.

What to do next? Because it seems they're back to their game and everything will just play out for time.

Udało mi sie połączyć z obsługą. Piszą ze zablokowałem konto bo wpisałem raz zle haslo. Tak było ale odrazu dałem reset hasła bo zobaczyłem ze z każdej sesji mnie wywaliło a do tej pory tego nie było

. Co robic dalej. Bo sie zdaje ze znów do swojej gry wrócili i wszystko będzie tylko na czas grane

NEW MESSAGES, I'M ON YOUR ACCOUNT. I WASN'T WRONG, THE PASSWORD WAS CORRECT. SO GOOD.

NOWE WIADOMOSCU JESTEM NA KONCIE NIE MYLILEM SIE DOBRE HASLO BYLO. TYLE DOBREGO .

I think it worked. I'll see if I can get paid soon.

Chyba sie udało. Zaraz zobaczę czy idzie dac wyplate

And again the suspension. I don't understand, verification is ok and again the same thing

I znowu zawieszenie . Nierozumiem weryfikacja ok i znów to samo

The problem is that without changing 2FA, I can't withdraw money. Account statements are sent the same way as the request to disable 2FA or transfer money to my current account.

What should I do? Please give me some advice.

Thank you and best regards

Problem bez zmiany z 2fa niemoge wypłacić pieniędzy. Wyciągi z konta wysłane tak samo jak prośba o wyłączenie 2fa albo przelanie pieniędzy na dotychczasowe konto.

Co robic?? Prosze o jakieś wskazówki.

Dziękuję i pozdrawiam

Hello

This is unbelievable again

Once I go through verification, then suddenly I don't understand. The amount is 4,000 PLN from this winnings, so why are they making it so difficult? There were so many deposits, and they insisted on this particular one. The winnings arrived much later. Once the documents go through, they're rejected a moment later. And the same with 2FA. I already mentioned that when Anka was generating the code, it wouldn't turn off. After entering the password and code, it remained enabled. I don't know what to do. I provided detailed billing records from two accounts, which contain everything.

Witam

To jest niedowiary znowu

raz przechodzę weryfikację. Potem nagle nie nie rozumiem tego. Kwota 4000 zł to juz z tej wygranej dlaczego dalej utrudniają to. Przecież tam dużo wplat było a uparli sie akurat ta. Wygrana znacznie pozniej wpadla raz dokumenty przechodzą. Za chwilę są odrzucone . I tak samo z 2fa. Wspominałem juz ze jak Anka generował kod to nie szło tego wyłączyć. Wpisując haslo i kod dalej pozostawalo włączone. Nie wiem co mam robic. Dostarczyłem szczegółowe bilingi z 2 kont gdzie jest wszystko

Today, my account is verified, but I haven't received any. They're analyzing the winnings. I'm speechless about this whole situation.

dziś konto zweryfikowane nienadanrzam. O wygranej cisza analizują brak słów mi na tą całą sytacje

Thanks for sharing updates with me.

Do I understand correctly that you were able to request payouts again on 23/12/2025?

Please let me know about the result.

HELLO TOMASZ

I WROTE AN EMAIL TO MOROSPINO IN WHICH I ASKED FOR THE PAYMENT OF THE ARREARS TO THE PREVIOUS ACCOUNT.

I received confirmation of receipt of the email and a response that the matter had been forwarded to a supervisor. So far, I haven't been able to log into my account at all. This has already been dealt with. I'm at a loss with what they're doing. All the necessary documents were submitted on Friday, which is 14 days after I won.

PLEASE HELP.

REGARDS

WITAM TOMASZU

NAPISAŁEM MAILA DO MOROSPINA W KTÓRYM PROSIŁEM O WYŁŁATE ZALEGŁOŚCI NA WCZEŚNIEJSZE KONTO.

DOSTALEM POTWIERDZENIE OTRZMANIA MEILA I ODPOWIEDZ ZE SPRAWA ZOSTAŁA PRZEKAZANA DO PRZELOŻONEGO DO TEJ PORY CISZ NIE MOGE ZALOGOWAC SIE WOGLE NA SWOJE KONTO. JUZ TO BYŁO PRZERABIANE. JESTEM BEZ RADNY Z TYM CO WYPRAWIAJA. WSZYSTKIE NIEZBENDNE DOKUMENTY DOSTARCZONE ZARAZ W PIATEK MIJA 14 DZIEŃ OD WYGRANEJ.

PROSZE O POMOC.

POZDRAWIAM

Hello

This is the second time I'm writing today. After sending documents from my personal accounts, my account disappeared. When I logged into the casino using Google, I received a new login for the account saved under my email address with a balance of 000.

what to do, please help

witam

pisze juz dzis drugi raz. po wysłaniu dokumentów z kont osobistych konto moje znikneło logójąc sie przez gogle do kasyna dostałem nowy login do konta zapisanego pod swoim mailem z saldem 000

co robic prosze o pomoc

Hello.

I'm still asking for help. I was really close, but the situation has changed dramatically, and I can't access my account. Please let me know if my emails are being received because I don't know what to do. I'm asking for your help again!

Witam.

W dalszym ciągu proszę o pomoc. Byłem naprawdę juz blisko.ale sytuacja sie diametralnie zmieniła i brak dostępu do konta. Prosze o info czy dochodzą maile odemnie bo niewiem co robic. Jeszcze raz bardzo proszę o wasza pomoc!!!

Update to the complaint – 29/12/2025

Dear Moderators,

Please find attached the full email correspondence from Morospin Casino, which confirms my previous information:

- The casino requested full bank statements for the entire month from the source accounts of deposits (source of funds/AML) - the documents were provided and confirmed by them (email dated 22/12/2025).

- After trying to switch my withdrawal method to crypto, I encountered a problem with 2FA (codes stopped being generated). I reported it and sent an additional selfie with the verification code.

- After resetting the password, the account opened as "new" - with my email address, but a balance of PLN 0 and no deposit/winnings history.

- In an email dated December 27, 2025, the casino informed about the closure of the account "for security and responsible gaming reasons", even though the GamCare test showed a result of 0 points (low risk - previously accepted).

- In email and chat responses, support denies deleting the account ("it's a technical error"), but at the same time claims that they "don't see the deposits."

The balance before the reset was approximately PLN 59,603.70 (I've attached a screenshot of my crypto wallet). Small withdrawals previously arrived quickly, but a large win (legal buy feature) is blocked by constant excuses despite my full cooperation.

I am requesting urgent mediation and contacting the casino regarding the restoration of my balance and payment of the due funds.

I HAVE A REALLY LARGE NUMBER OF SCREENS AND TALKS ABOUT EVERYTHING CASINO.

Kind regards,

Arkadiusz

Update do skargi – 29.12.2025

Drodzy Moderatorzy,

W załączeniu przekazuję pełną korespondencję mailową z Morospin Casino, która potwierdza moje wcześniejsze informacje:

- Kasyno prosiło o pełne wyciągi bankowe z całego miesiąca z kont źródłowych depozytów (source of funds/AML) – dokumenty zostały dostarczone i potwierdzone przez nich (mail z 22.12.2025).

- Po próbie zmiany metody wypłaty na krypto wystąpił problem z 2FA (kody przestały się generować). Zgłosiłem to i wysłałem dodatkowe selfie z kodem weryfikacyjnym.

- Po resecie hasła konto otworzyło się jako „nowe" – z moim adresem e-mail, ale saldem 0 PLN i brakiem historii depozytów/wygranych.

- Kasyno w mailu z 27.12.2025 poinformowało o zamknięciu konta „ze względów bezpieczeństwa oraz odpowiedzialnej gry", mimo że test GamCare wykazał wynik 0 punktów (low risk – wcześniej zaakceptowany).

- W odpowiedziach mailowych i czatach support zaprzecza usunięciu konta („to błąd techniczny"), ale jednocześnie twierdzi, że „nie widzi depozytów".

Saldo przed resetem wynosiło ok. 59 603,70 PLN (załączam screen portfela krypto). Małe wypłaty wcześniej dochodziły szybko, duża wygrana (legalny buy feature) jest blokowana rotacyjnymi wymówkami mimo pełnej współpracy z mojej strony.

Proszę o pilną mediację i kontakt z kasynem w sprawie przywrócenia salda i wypłaty należnych środków.

POSIADAM NAPRAWDE DUZA ILOSC SKRENOW I ROZMOW O KASYNEM WSZYSTKO.

Z poważaniem,

ARKADIUSZ

Hello Szmedss,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Update January 2, 2026:

The casino continues to send automated reminders claiming no response from me, while the chatbot repeats the "technical issue" excuse.

Attached screenshots of recent automated messages and chatbot responses.

No further direct contact has been made with the casino.

Thank you for your continued mediation.

Dear Szmedss,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas