Spinmama Casino - Выплата игроку задержана.

Official complaint – SpinMama has refused payout for over 3 months / Suspected fraud

I have submitted all required documents completely and correctly multiple times:

– Bank statements

– Proof of payment

– Proof of address

– Proof of identity

– Official notification of approval for my unemployment benefits (will be delivered exclusively by post for data protection reasons – which I have explained to SpinMama several times!)

I've been in contact with this casino for over three months (!) and have uploaded the same documents countless times. Despite this, my withdrawal is constantly delayed, and each time they come up with a new excuse for why my verification supposedly can't be completed.

SpinMama provides only standardized, content-free copy-paste answers, ignores nothing, disregards clear evidence, and plays for time.

I have had contact with 30-40 different online casinos in my life – never before have I experienced such unprofessional, manipulative and customer-unfriendly treatment.

To me, this behavior appears to be a systematic withholding of payments.

This is no longer about customer service – this is about fraud, deception and deliberate refusal of completely legitimate payment claims.

I demand:

→ Instant verification

→ Immediate payment of ALL outstanding amounts

→ Written explanation for each previous refusal

I will publish this complaint on all platforms, all review sites, all forums and with all relevant authorities.

I will consider legal action and use all available means to ensure that this behavior has consequences.

Offizielle Beschwerde – SpinMama verweigert Auszahlung seit über 3 Monaten / Betrugsverdacht

Ich habe alle geforderten Dokumente mehrfach vollständig und korrekt eingereicht:

– Kontoauszüge

– Zahlungsnachweise

– Adressnachweis

– Identitätsnachweis

– Offizieller Bewilligungsbescheid meines Arbeitslosengeldes (wird aus Datenschutzgründen ausschließlich per Post zugestellt – was ich SpinMama mehrfach erklärt habe!)

Ich bin seit über drei Monaten (!) in Kontakt mit diesem Casino und habe inzwischen zig Male dieselben Unterlagen hochgeladen. Trotzdem wird meine Auszahlung immer wieder verzögert und es wird jedes Mal ein neuer Vorwand gesucht, warum meine Verifizierung angeblich nicht abgeschlossen werden kann.

SpinMama liefert ausschließlich standardisierte, inhaltslose Copy-Paste-Antworten, geht auf nichts ein, ignoriert klare Nachweise und spielt auf Zeit.

Ich habe in meinem Leben schon mit 30–40 verschiedenen Online-Casinos Kontakt gehabt – noch nie habe ich so eine unseriöse, manipulative und kundenfeindliche Behandlung erlebt.

Für mich wirkt das Verhalten wie systematisches Zurückhalten von Auszahlungen.

Hier geht es nicht mehr um Kundenservice – hier geht es um Betrug, Täuschung und absichtliche Verweigerung völlig legitimer Auszahlungsansprüche.

Ich fordere:

→ Sofortige Verifizierung

→ Sofortige Auszahlung ALLER fälligen Beträge

→ Schriftliche Begründung für jede bisherige Verweigerung

Ich werde diese Beschwerde auf allen Plattformen, allen Review-Seiten, allen Foren und bei allen zuständigen Behörden veröffentlichen.

Ich werde rechtliche Schritte prüfen und alle Möglichkeiten nutzen, die mir zur Verfügung stehen, damit dieses Verhalten Konsequenzen hat.

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 does that, do not share any information.

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 majone,

Thank you very much for submitting your complaint. I’m sorry to hear about the prolonged difficulties you’ve been experiencing with your verification and withdrawal at Spinmama.

To better understand your situation and proceed with the case, could you please clarify a few details for us?

• Did the casino ever provide a clear explanation of why your documents were rejected or why new documents were repeatedly requested?
• Have you received any email confirmations from Spinmama regarding the acceptance or rejection of specific documents?
• Have you completed any previous successful withdrawals with Spinmama, or is this your first attempt?
• Could you please share any screenshots or email copies showing the casino’s responses, especially the reasons they gave for delaying the verification?

If you have these details or any other related communication, you can forward everything to [email protected] so we can review the evidence in full.

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

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello CasinoGuru team,

Thank you for your feedback. I am sending you the full details of my case against SpinMama so you can fully assess the situation. I have been in the verification process with SpinMama for almost three months and have not been able to make a single withdrawal to date. This would be my first withdrawal ever, but the casino is preventing it through constant delays and new requirements.

During this time, there were what felt like 100 emails between me and the casino, almost 50 of them in the most recent thread alone. The casino keeps requesting new documents, even after I've submitted everything multiple times. I've submitted my proof of identity, proof of address, proof of payment, bank statements, proof of the source of my funds, and my official approval notice from the German employment agency completely and correctly. Despite this, SpinMama keeps rejecting the documents, then accepting them later, then requesting new proof and starting the whole process again.

My caseworker at the German employment agency confirmed in writing (I've attached the email correspondence) that benefit and income statements cannot be sent by email or as PDFs due to data protection regulations. These documents are delivered exclusively by post. I scanned the official postal approval notice and submitted it correctly, but it was rejected again without any comprehensible explanation.

After I inquired critically about the months-long delays, SpinMama completely blocked my account and revoked my access. Since then, the casino has only communicated via email and responds exclusively with standardized copy-and-paste messages, without actually addressing my questions or documents.

After filing complaints with CasinoGuru, Trustpilot, and other platforms, I suddenly received a new, contradictory message from the casino. They now claimed that a simple photo would suffice. However, this is just another new requirement that only appeared after my complaints. It fits perfectly with the casino's established pattern: whenever I've fulfilled all previous requirements, they invent something new to delay the process again. I submitted all the necessary documents, so this new requirement is clearly another delaying tactic.

I also moved in recent months, which is why the postal approval notice from the employment office includes my new address. My name, customer number, and all relevant data are, of course, identical. If updated proof of address is required, I can provide it at any time; however, the verification should have been completed long ago, as all documents have already been submitted multiple times.

I urge you to take on my case and contact SpinMama directly. Their delaying tactics are extreme, systematic, and completely unjustified. I will send you the complete email history separately, as requested, to the address you provided. [email protected] .

Thank you for your support.

Best regards

Tony B*********

Hallo CasinoGuru-Team,

vielen Dank für Ihre Rückmeldung. Hiermit sende ich Ihnen die vollständigen Details zu meinem Fall gegen SpinMama, damit Sie die Situation vollständig beurteilen können. Ich befinde mich seit fast drei Monaten im Verifizierungsprozess bei SpinMama und konnte bis heute keine einzige Auszahlung durchführen. Dies wäre meine erste Auszahlung überhaupt, doch das Casino verhindert dies durch ständige Verzögerungen und neue Anforderungen.

In dieser Zeit gab es gefühlt 100 E-Mails zwischen mir und dem Casino, davon allein fast 50 Nachrichten im aktuellsten Verlauf. Das Casino fordert immer neue Dokumente, selbst nachdem ich alles mehrfach eingereicht habe. Ich habe meinen Identitätsnachweis, Adressnachweis, Zahlungsnachweis, Kontoauszüge, die Herkunft meines Geldes sowie meinen offiziellen Bewilligungsbescheid vom deutschen Arbeitsamt vollständig und korrekt eingereicht. Trotzdem lehnt SpinMama die Unterlagen ständig ab, akzeptiert sie später wieder, fordert dann neue Nachweise und beginnt den ganzen Prozess erneut.

Mein Sachbearbeiter vom deutschen Arbeitsamt hat mir schriftlich bestätigt (hänge den schrift verlauf per email mit an), dass Leistungs- und Einkommensbescheide aus Datenschutzgründen nicht per E-Mail oder PDF verschickt werden dürfen. Diese Dokumente werden ausschließlich postalisch zugestellt. Ich habe den offiziellen postalischen Bewilligungsbescheid eingescannt und korrekt eingereicht, dennoch wurde auch dieser wieder ohne nachvollziehbare Begründung abgelehnt.

Nachdem ich wegen der monatelangen Verzögerungen kritisch nachgefragt habe, hat SpinMama mein Konto komplett gesperrt und mir den Zugriff entzogen. Seitdem kommuniziert das Casino nur noch per E-Mail und antwortet ausschließlich mit standardisierten Copy-and-Paste-Nachrichten, ohne tatsächlich auf meine Fragen oder Dokumente einzugehen.

Nachdem ich Beschwerden bei CasinoGuru, Trustpilot und weiteren Plattformen eingereicht hatte, erhielt ich plötzlich eine neue widersprüchliche Nachricht vom Casino. Sie behaupteten nun kurzfristig, dass angeblich ein einfaches Foto ausreichen würde. Dies ist jedoch nur eine weitere neue Forderung, die erst nach meinen Beschwerden aufgetaucht ist. Es passt perfekt zum bisherigen Muster des Casinos: Immer dann, wenn ich alle bisherigen Anforderungen erfüllt habe, wird etwas Neues erfunden, um den Prozess erneut zu verzögern. Ich habe sämtliche Dokumente vollständig eingereicht, daher ist diese neue Forderung offensichtlich ebenfalls eine reine Verzögerungstaktik.

In den letzten Monaten bin ich zudem umgezogen, weshalb der postalische Bewilligungsbescheid des Arbeitsamts meine neue Adresse enthält. Mein Name, meine Kundennummer und alle relevanten Daten sind selbstverständlich identisch. Falls ein aktualisierter Adressnachweis benötigt wird, kann ich diesen jederzeit bereitstellen, allerdings hätte die Verifizierung längst abgeschlossen sein müssen, da alle Unterlagen bereits mehrfach eingereicht wurden.

Ich bitte Sie dringend darum, meinen Fall zu übernehmen und SpinMama direkt zu kontaktieren. Die Verzögerungstaktiken sind extrem, systematisch und vollkommen unbegründet. Ich werde Ihnen die komplette E-Mail-Historie separat zusenden, wie von Ihnen gewünscht, an die von Ihnen genannte Adresse: [email protected].

Vielen Dank für Ihre Unterstützung.

Beste Grüße

Tony B*********

Dear majone,

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, Karla ([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.

Hello majone,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from Spinmama Casino into this conversation.

Dear Spinmama Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Best regards,

Karla

I'm perfectly fine with SpinMama being involved – after all the delays, I'm curious to see what they'll explain now...

Für mich ist es völlig in Ordnung, dass SpinMama hier mit dabei ist – nach all den Verzögerungen bin ich gespannt, was sie jetzt erklären...

Hello Majone,

Please note that the documents we requested are part of our standard Anti‑Money Laundering (AML) and security procedures, which all licensed operators are legally obliged to follow. These checks are required to verify our customers’ identity and ensure that the funds used on the account are legitimate.

We understand that providing documents may be inconvenient; however, this process is not directed at you personally and does not imply that you have done anything wrong. It is a routine verification applied to many players to protect both our customers and the company from fraud, misuse of accounts, and other financial crimes.

We would like to inform you that the requested document is a Source of Wealth (SoW) confirmation. Acceptable documents include a salary statement, proof of business ownership, a property sale agreement, an inheritance receipt, or a divorce settlement, among others.

As you mentioned that you receive unemployment benefits, we require an official document confirming this. You can obtain this document from the appropriate public authority responsible for unemployment benefits.

Please also note that your previously submitted document was scanned, and such files cannot be accepted. Bank statements alone are also insufficient to verify your source of wealth, as a direct supporting document is mandatory.

If you are unable to provide an original PDF version, please send a clear photo of the full document showing all four corners and legible details. It will then be reviewed by our dedicated verification team. At this stage, no valid document has been provided.

As your account has been closed in accordance with Clause 12.10, please send the required document to [email protected] with the subject line "CasinoGuru". Our team will review it as soon as possible.

If you have any further questions, please don’t hesitate to contact us.

Best regards,

Spinmama Casino

I already did that on December 1st. Before requesting old emails again, it would have been sensible to check the current procedure beforehand, before giving me another standard reply.

I'm happy to send another screenshot clearly showing that I submitted the document as a photo on December 1st. Since then, I haven't received any response and I'm still waiting.

Ich habe das bereits am 1. Dezember gemacht. Bevor hier alte E-Mails erneut eingefordert werden, wäre es sinnvoll gewesen, das aktuelle Verfahren vorher zu prüfen, bevor man mir erneut eine Standardantwort gibt.

Ich sende gerne erneut einen Screenshot mit, der klar zeigt, dass ich das Dokument bereits am 1. Dezember per Foto eingereicht habe. Seitdem kam keine Rückmeldung und ich warte weiterhin.

Dear majone,

Please note that all communication and documents sent to us are thoroughly reviewed before we issue a response. The email screenshot you provided has not reached us, or it may have been sent from an email address not linked to your casino account.

Kindly resend your message using the email address registered to your casino account, reply directly to one of our previous emails, or provide a screenshot of the sent email showing the sender, recipient, date, time, and full content to confirm that it was successfully sent.

Thank you for your understanding. Once we receive the requested documentation, it will be immediately forwarded to the dedicated team for further review.

Best regards,

Spinmama Casino

Our current email exchange now includes 52 messages. In this exchange, I have already photographed and submitted my unemployment benefits notice.

Please carefully review previous messages before requesting the same documents again.

Unser aktueller E-Mail-Verlauf umfasst inzwischen 52 Nachrichten. In diesem Verlauf habe ich meinen Arbeitslosenbescheid bereits abfotografiert und eingereicht.

Bitte prüfen Sie die bisherigen Nachrichten sorgfältig, bevor erneut dieselben Dokumente angefordert werden.

Hello majone,

Thank you very much for your update and for clarifying the situation.

To make sure the process can continue without any further delays, could you please resend the required document directly from the email address linked to your casino account or by replying to one of Spinmama’s previous emails?

When sending the document, please also:

• send a copy to my email: [email protected],
• so I can verify that everything was submitted correctly.

This will allow us to confirm that the casino received the file and help ensure that nothing gets lost or overlooked.

Please keep me updated as soon as the document has been resent. I will continue monitoring your case closely.

Thank you again for your cooperation.

Hello,

I have the documents and last email to [email protected] forwarded. Furthermore, I have now been waiting another 10 days for a response from SpinMama, as my submitted income statement continues to be ignored and no confirmation has been received to this day.

Ten days without a reply or anything... they're just stalling... how long is this going to go on?! I feel so betrayed by Spinmama!!!!

This is really frustrating now, as I have submitted all the required documents correctly multiple times and still receive no feedback whatsoever.

I've attached a screenshot for your convenience.

Please provide clarification as soon as possible.

Hallo,

ich habe die dokumente ubd letzte email an [email protected] weitergeleitet. Außerdem warte ich jetzt schon wieder 10 Tage auf eine Antwort von SpinMama, da mein eingereichter Einkommensbescheid weiterhin ignoriert wird und bis heute keine Bestätigung erfolgt ist.

10 tage ohne eine antwort oder sonst was ... die sind nur am hinhalten... wie lange soll das noch gehen !?!?! Ich fühle mich sowas von betrogen von spinmama !!!!

Das ist inzwischen wirklich frustrierend, da ich alle geforderten Unterlagen mehrfach korrekt eingereicht habe und trotzdem keinerlei Rückmeldung erhalte.

Ich hänge einen Screenshot zur Übersicht mit bei.

Bitte um zeitnahe Klärung.

Dear Spinmama Casino,

Could you please provide us with a clear update regarding the current status of the player’s KYC verification?

To ensure transparency and avoid further misunderstanding, we kindly ask you to clarify:

• At which exact stage of the verification process the player’s case currently stands
• Whether the most recently submitted document has been received and assigned to the verification team
• If anything further is required from the player to complete the verification
• The expected timeframe for finalizing the review

Given the prolonged delays and repeated resubmissions, we would appreciate a detailed update so we can ensure the process moves forward appropriately.

Thank you in advance for your cooperation. We look forward to your prompt response.

Dear Karla,

We would like to confirm that we have received the documents recently submitted, which appear to match the player’s description.

The current stage of the verification process concerns the Source of Wealth (SoW), as we must ensure that the funds deposited into the casino originate from a legitimate and verifiable source.

Ideally, the document should be provided in PDF format. However, we acknowledge the player’s correspondence with the issuing service, confirming that the document can only be obtained as a physical copy, and not in digital form.

Additionally, in the said email, they have stated that they have sent a benefits statement on the 17th of November, but the provided screenshots show different dates for both pages as to when they were issued. The first page is dated the 26th of February, while the second page is dated the 13th of May.

Dear majone,

Could you please provide us with the latest full document issued by your service on the 17th of November, as stated in the email?

Thank you for your understanding and cooperation.

Best regards,

Spinmama Casino

Dear majone,

Could you please kindly submit this most recent full document to Spinmama Casino, if you have it available?

Once sent, I would also appreciate it if you could forward a copy to me at [email protected], so I can independently confirm that the correct file has been provided.

Please let us know here in the thread once the document has been submitted, so we can follow up with the casino without further delay.

Thank you very much for your cooperation and patience — I understand how exhausting this process has been, and I will continue monitoring the case closely.