Spinmama Casino - Вывод средств игрока задерживается, а аккаунт блокируется.

Dear CasinoGuru Team,

I hereby submit a formal complaint to Spinmama regarding my outstanding withdrawal of €51.06.

Facts:

Payment requested on: 06.10.2025

Payout amount: €51.06 (€19.99 + €31.07)

Account/Player ID / Email: [email address hidden by Casino Guru]

I have requested a payout and submitted all required documents.

Spinmama neither requested nor forwarded proof of payment nor proof of address, but I provided the proof during the live chat.

My account was suspended nonetheless, without a clear explanation or further feedback from support.

I would like to point out that I deposited using cryptocurrency.

Below you will find all the evidence I have already submitted.

Best regards

[personal information hidden by Casino Guru]

Sehr geehrtes CasinoGuru-Team,

hiermit reiche ich eine formelle Beschwerde bezüglich meiner ausstehenden Auszahlung in Höhe von 51,06 € bei Spinmama ein.

Sachverhalt:

Auszahlung beantragt am: 06.10.2025

Auszahlungsbetrag: 51,06 € (19,99 € + 31,07 €)

Konto/Spieler-ID / E-Mail: [email address hidden by Casino Guru]

Ich habe eine Auszahlung beantragt und alle geforderten Unterlagen eingereicht.

Weder ein Einzahlungsnachweis noch ein Adressnachweis wurden von Spinmama angefordert beziehungsweise weitergeleitet den die nachweise habe ich beim live chat weitergegeben.

Mein Konto wurde dennoch suspendiert, ohne eine klare Begründung oder weitere Rückmeldung vom Support.

Ich möchte darauf hinweisen, dass ich per Kryptowährung eingezahlt habe.

Im Folgenden finden Sie alle Nachweise, die ich bereits eingereicht habe.

Mit freundlichen Grüßen

[personal information hidden by Casino Guru]

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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.

• Have you received any email from the casino after your account was suspended? Was it blocked permanently, or only temporarily until your verification is finished?
• Have any of your identity documents been reviewed by the casino's relevant department?
• What was the last document you submitted to the casino for verification, and when exactly did you submit it?
• What types of games did you play?

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,

Thank you for your answer to the questions:

No, I was not informed that I was blocked.

Unfortunately, I don't know how long I was banned.

Yes, my documents have been checked and marked as verified.

The last document I submitted to the live chat was my bank statement and the crypto data (transaction ID, date and time, and value), which I submitted on October 9th and was told would be forwarded.

I only played table games, like roulette.

Best regards

Tim

Hallo,

Vielen Dank für die ihre antwort zu den fragen:

nein ich wurde nicht darüber informiert das ich gesperrt wurde.

leider weiß ich nicht wie lange ich gesperrt wurde.

Ja meine dokumente wurden überprüft und als verifiziert makiert.

mein letztes dokument was ich dem live chat übergeben habe war mein kontoauszug und die daten von krypto (transaktions id, datum u. uhrzeit und den wert) welche ich am 09.10 eingereicht habe und mir gesagt wurde das diese weitergereicht werden.

Ich habe nur tisch spiele gespielt also roulette.

Beste grüße

´Tim

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Timoni,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika