Spinmama Casino - Счет игрока был закрыт, а вывод средств задержан.

Hello, my name is Florian.

I registered at SpinMama Casino on August 8, 2025. A few days later, I deposited €25.01 in ETH from my fully verified Blockchain.com account.

After the deposit, I played actively in slots. In total, I wagered nearly €1,500 in slots (with €1 bets per spin). Despite many losses, I also had good winnings, and my slot play contributed significantly to my final balance. After finishing both sports bets and slot games, my balance reached €1,050.74.

On August 18, 2025, I successfully passed full KYC verification (ID front & back + selfie with liveness check). My account status in the casino shows a green checkmark – verified.

That same day, I requested a withdrawal of €450, and later (on August 21) another withdrawal of €600.74, both to my ETH wallet (Blockchain.com). My casino balance then became €0, with two pending withdrawals totaling €1,050.74.

However, shortly after, my account was suddenly frozen. In live chat, I was told by support agents (Alaric and Bill) that my account was permanently closed for violating Terms 7.5 and 12.1, accusing me of providing "fraudulent documents". This accusation is completely false.

I provided ALL requested documents multiple times, including:

Proof of address (official document under 90 days).

Proof of deposit (screenshots from Blockchain.com).

Proof of wallet ownership (screenshot with my ETH address linked to my name & email).

Selfie with ID (meeting all their requirements).

I even updated my Blockchain.com email to match my casino email, so everything now matches 100%.

  I want to emphasize: I am ready to forward the entire chat history with SpinMama as well as the official answer from Blockchain.com support, which clearly confirms the legitimacy of my deposit and my wallet ownership.

Unfortunately, SpinMama Casino keeps sending me standard copy-paste answers without properly checking my documents. It looks like my case has not even been reviewed seriously, and instead, I was just dismissed without real verification.

  I strongly believe SpinMama Casino is unfairly withholding my winnings from slot play, despite my full compliance and successful KYC verification.

I kindly ask Casino.guru to investigate this case and request SpinMama Casino to process my withdrawals of €1,050.74.

Thank you for your assistance.

Best regards,

Florian

Dear player,

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.

Have you provided all the required documents as soon as possible and in the correct format?

Did the casino specify which exact document they claimed was "fraudulent"? If they gave any details, please include that information or forward their response as well.

Could you please send me copies of all the documents you submitted to the casino?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Dominika,

I have just sent you all the requested documents and screenshots by email, including my ID, selfie with ID, proof of address, proof of deposit, proof of wallet ownership, and the full chat transcripts with SpinMama support.

Additionally, I have forwarded to your email the correspondence I received from Blockchain.com and SpinMama.

Best regards

Dear player, has the casino specified which document they considered "fraudulent"?

Have you been able to find out exactly what they claim you violated in their terms?

Did you provide only truthful and accurate personal details during registration and verification?

Could you please specify the bonus you used?

Do you know anyone else who has an account at Spinmama Casino?

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru