Spinmacho Casino - Вывод средств игроком задерживается из-за проблем с учетной записью.

Hello, I won a few hundred euros and wanted to withdraw in Bitcoin. I verified my identity, my ID was accepted, but my selfie was rejected with the explanation that it wasn't the same person. My passport photo is over four years old, and I now have longer hair and a medical condition that has changed my appearance. My account was then blocked the next day, and a few hours later it was unlocked so I could log in, but I can't play any games or anything (so it's still blocked). I'm still not passport-verified, even though I explained everything to support. Now they're demanding proof of all my deposits, including my name, which is impossible since I've always deposited using cryptocurrency via a trusted wallet. Please help me access my winnings/withdrawal. Thank you for your help.

Hallo, ich hatte ein paar Hundert Euro gewonnen und wollte in Bitcoin auszahlen, ich habe mich dann Verifiziert, Ausweis wurde akzeptiert und mein Selfie dann abgelehnt mitbete Begründung es sei nicht die gleiche Person. Mein Passfoto ist mehr als 4 Jahre alt und ich habe mittlerweile länger Haare und eine Krankheit deswegen ich im Gesicht etwas anderes aussehe. Mein Konto wurde dann einen Tag später gesperrt, dann paar Stunden später ist es wieder frei das ich mich einloggen kann aber keine Spiele oder so mehr spielen kann (also irgendwie immer noch gesperrt) und ich bin immer noch nicht Pass Verifiziert obwohl ich das den Support alles erklärt hatte und nun wollen sie zusätzlich vonallen Einzahlungen einen Nachweis mit Namen usw. haben, was aber nicht möglich ist da ich immer mit Krypto Währung mit einer Trust Wallet eingezahlt habe. Bitte helfen sie mir an meinen Gewinn/Auszahlung zu kommen. Vielen Dank für ihre Hilfe

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the selfie that was rejected by the casino during KYC? My email address is [email protected].
• What types of games did you play at this casino?
• Did you accumulate your winnings with or without a bonus?

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

Hello, I successfully wagered a €21 deposit bonus and then continued playing with the money I had already wagered. I honestly can't remember if I only played with bonus money or real money; I think it was a mix of real deposited money and the deposit bonus, both activated simultaneously. The photos show the games where I won the most. I sent you the selfie via email.

Hallo, ich hatte einen 21€ Einzahlungensbonus umgesetzt erfolgreich und dann noch weiter gespielt mit den schon umgesetzten Geld. Ich weiß ehrlich nichtmehr ob ich damals nur mit Bonus Geld oder mit echtgeld erspielt habe ich glaube es war ein Mix mit echten eingezahlten Geld und den Einzahlungsbonus beides gleichzeitig aktiviert. In den Fotos sehen sie die Spiele wo ich am meisten gewonnen hatte. Das Selfie habe ich ihnen per e-mail geschickt.

Thank you for your reply and for providing the selfie.

Please note that I am unable to assess the casino’s decision, as I have not received a copy of your ID for comparison. I initially understood that your selfie would include your ID.

Could you please send me a clear photo of your ID as well?

Additionally, kindly forward the most recent communication between you and the casino customer support regarding the verification of your account to [email protected].

I just did that 👍

Das habe ich gerade gemacht 👍

Hello Jakkiz,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Jakkiz;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at [email protected] and please send copy of the ID and requested photo to this email as well.

Thank you for your understanding.

Best regards,

Karla

Casino.Guru