Spinmama Casino - Учетная запись игрока закрыта, а средства конфискованы.

I don't remember the exact amount but it was definitely over 700

Description of the incident:

I am filing this formal complaint against Spin Mama Casino for the arbitrary closure of my gaming account and the subsequent confiscation of my active balance of €709.

After a regular gaming session, I requested a withdrawal of €709. During the KYC (document verification) process, I noticed a typo in my profile information: the "Last Name" field contained the word "Billing" instead of my actual last name, "C*****o." I immediately corrected the information to match my official identification documents and uploaded a photo of my ID to complete the verification.

Immediately after this fix, the system forced me out. When I tried to log back in, I received the error "Invalid credentials." Shortly afterward, I received an automated email informing me that my account had been closed due to an "administrative decision," declaring the decision final.

I contacted support several times. They initially refused any cooperation, but after I insisted, a representative named "Ezekiel" stated that the case had been forwarded to the "appropriate department." However, no resolution was provided, and my funds remain frozen.

I believe this is a clear excuse to avoid paying a legitimate winnings by abusing the "Terms and Conditions." A simple clerical error in a profile field, corrected transparently by providing government-issued IDs, cannot justify the seizure of €709.

I'm requesting Casino Guru's assistance to help me recover my balance. I have all the screenshots of my balance, withdrawal request, and emails from the casino to prove my good faith.

Non ricordo di preciso la cifra ma sicuramente sopra i 700

Descrizione dell'accaduto:

Invio questo reclamo formale contro Spin Mama Casino per la chiusura arbitraria del mio conto di gioco e la conseguente confisca del mio saldo attivo pari a 709€.

Dopo una sessione di gioco regolare, ho richiesto un prelievo di 709€. Durante la procedura di verifica documenti (KYC), mi sono accorto di un refuso nei dati del mio profilo: nel campo "Cognome" era presente la parola "Fatturazione" invece del mio reale cognome, "C*****o". Ho provveduto immediatamente a correggere il dato affinché corrispondesse ai miei documenti d'identità ufficiali e ho caricato la foto della mia Carta d'Identità per completare la verifica.

Subito dopo questa correzione, il sistema mi ha disconnesso (logout forzato). Tentando di rientrare, ho ricevuto l'errore "Credenziali non valide". Poco dopo, ho ricevuto un'email automatica che informava della chiusura del mio account per "decisione amministrativa", definendo tale decisione come definitiva.

Ho contattato il supporto diverse volte. Inizialmente hanno rifiutato ogni collaborazione, ma dopo le mie insistenze, un operatore di nome "Ezechiele" ha dichiarato che il caso è stato inoltrato a un "reparto competente". Tuttavia, non è stata fornita alcuna soluzione e i miei fondi rimangono congelati.

Ritengo che questo sia un chiaro pretesto per non pagare una vincita legittima utilizzando i "Termini e Condizioni" in modo abusivo. Un semplice errore materiale in un campo del profilo, corretto in modo trasparente fornendo i documenti d'identità governativi, non può giustificare il sequestro di 709€.

Richiedo l'intervento di Casino Guru per aiutarmi a recuperare il mio saldo. Dispongo di tutti gli screenshot del saldo, della richiesta di prelievo e delle email ricevute dal casinò che provano la mia buona fede.

Important notice:

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Danielec,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem.

Thank you also for describing the situation in detail. However, I need to be frank here — entering "Billing" instead of your actual surname would not normally be considered a simple typo. A typo is usually a minor spelling mistake within your real name, whereas this appears to be a completely different word entered into a key personal detail field.

This is important because casinos generally expect players to register with correct and complete personal information from the beginning, and correcting such data only after winnings have been accumulated can be viewed by the casino as a breach of their terms and conditions.

That said, I would still like to clarify a few points to see whether there is any room for us to assist you further, at least regarding a possible refund of your deposit:

• How much was your total deposit before you accumulated the €709 balance?
• Were you ever able to make any successful withdrawals from this casino in the past?

If you prefer, you may also forward all relevant communication and evidence directly to [email protected].

At this stage, I want to set realistic expectations: if the casino concludes that the account was registered with incorrect personal information and that this was only corrected after winnings were accumulated, it is unlikely that we would be able to successfully argue for the payment of the winnings. However, depending on the circumstances, we may still try to ask the casino to review the matter of your original deposit refund.

Your cooperation in providing these details will help us investigate and work towards a resolution.

Thank you in advance for your reply.

Best regards,

Petronela