SpinHub Casino - La cuenta del jugador ha sido cerrada.

Ladies and Gentlemen

I have €2700 at the online casino Spinhub which I wanted to withdraw.

For several weeks now, I have been repeatedly writing and sending the required documents by email and online to the site, but they have always been rejected.

My account has now been blocked and I can no longer log in.

I think that's an absolute outrage.

I insist on receiving my money back.

can you please help me.

I can send you all the emails.

Best regards

A. Stefanie

Sehr geehrte Damen und Herren,

Ich habe bei dem Online Casino Spinhub 2700€ stehen die ich auszahlen lassen wollte.

Nun schreibe und schicke ich seit mehreren Wochen immer wieder die erforderlichen Dokumente per E-Mail und auch online an die Seite die wurden immer abgelehnt.

Nun wurde mein Konto gesperrt und ich kann mich nicht mehr einloggen.

ich finde das eine absolute Frechheit.

ich bestehe auf die Auszahlung meines Geldes.

können Sie mir bitte helfen.

ich kann Ihnen die ganzen E-Mails zukommen lassen.

mit freundlichen Grüßen

A. Stefanie

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.

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 email you received from the casino after your account was closed? My email address is veronika.f@casino.guru.
• Which documents did you provide to the casino as your proof of address? Please share this document with me as well.
• What types of games did you play to accumulate your winnings?

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

Good evening,

I have sent you screenshots of the emails between myself and the casino via email.

I sent a PDF file and a photo file.

And now my account has been blocked.

I played various games, but my biggest win was 4 riches pots hold and win.

Guten Abend,

ich habe Ihnen Screenshots der E-Mails zwischen mir und dem Casino per E-Mail gesendet.

ich habe Pdf datei und Foto datei gesendet.

und nun wurde mein Konto gesperrt.

spiele hab ich verschiedene gespielt aber hoch gewonnen hab ich 4 riches pots hold and win.

Dear Ms. Veronika,

I have already submitted valid proof of address (Magenta and EVN bills) that correctly confirm my name and address.

Both documents are up-to-date and comply with standard KYC requirements.

Please tell me specifically why these documents were rejected.

I am prepared to provide further documentation, but I see no reason for the repeated rejection of my already valid documents.

I request assistance in clarifying and disbursing my balance.

Sehr geehrte Frau Veronika,

Ich habe bereits gültige Adressnachweise eingereicht (Magenta und EVN Rechnungen), die meinen Namen und meine Adresse korrekt bestätigen.

Beide Dokumente sind aktuell und entsprechen den üblichen KYC-Anforderungen.

Bitte teilen Sie mir konkret mit, aus welchem Grund diese Dokumente abgelehnt wurden.

Ich bin bereit, weitere Unterlagen bereitzustellen, sehe jedoch keinen Grund für die wiederholte Ablehnung meiner bereits gültigen Dokumente.

Ich bitte um Unterstützung bei der Klärung und Auszahlung meines Guthabens.

Thank you for your emails and for providing me with additional information.

When was the first time you noticed that there was a number missing in your address? Were there any other mistakes in your personal details?

Did you request the casino to change your address before depositing, or only after you submitted your withdrawal request and were asked to verify your account?

Dear Ms. Veronika,

Thank you for your message.

I only noticed the missing house number in my address after being asked to verify it. This was an oversight and not incorrect information on my part.

My submitted documents (Magenta and EVN invoices) clearly confirm my name and my complete and correct address.

I immediately informed the casino of this, of course, and am ready to provide further evidence at any time.

Please bear in mind that this is a minor formal error and not a deception.

I therefore continue to request support in clarifying and disbursing my balance.

Best regards

A. Stefanie

Sehr geehrte Frau Veronika,

vielen Dank für Ihre Nachricht.

Die fehlende Hausnummer in meiner Adresse ist mir erst aufgefallen, nachdem ich zur Verifizierung aufgefordert wurde. Es handelt sich dabei um ein Versehen und nicht um falsche Angaben meinerseits.

Meine eingereichten Dokumente (Magenta und EVN Rechnungen) bestätigen eindeutig meinen Namen sowie meine vollständige und korrekte Adresse.

Ich habe das Casino selbstverständlich sofort darüber informiert und bin jederzeit bereit, weitere Nachweise zu erbringen.

Ich bitte darum zu berücksichtigen, dass es sich hierbei um einen kleinen formalen Fehler handelt und nicht um eine Täuschung.

Ich ersuche daher weiterhin um Unterstützung bei der Klärung und Auszahlung meines Guthabens.

Mit freundlichen Grüßen

A. Stefanie

Dear STAI95

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, Jana (jana.k@casino.guru). 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.

Kind regards,

Veronika

Dear STAI95,

I sincerely empathize with your situation regarding the blocking of your account. Please rest assured that I will reach out to the casino promptly in an effort to resolve this matter as quickly as possible. In the meantime, I would like to extend an invitation to a representative from SpinHub Casino to join this conversation and assist in addressing this complaint.

Dear SpinHub Casino,

Could you kindly clarify the reasons behind the player's account blockage? Additionally, we would appreciate it if you could provide any supporting evidence related to this issue. You may share your statement and any relevant documentation here, or alternatively, you can send it directly to my email at jana.k@casino.guru.

Thank you in advance for your cooperation and support in resolving this matter.

Kind regards,

Jana

Dear Casino Guru,

We would like to inform you that we have sent you an email to jana.k@casino.guru.

We remain at your disposal

Dear STAI95,

Thank you for your patience during the verification process. Unfortunately, based on the evidence provided by the casino, we were unable to confirm the address submitted in your documents, and as a result, I must regretfully inform you that your complaint cannot be upheld at this time. Please know that we understand how disappointing this may be, and we encourage you to reach out to us should you encounter any difficulties in the future. Thank you for your understanding.

We’ve reopened this complaint at the request of STAI95. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Ladies and Gentlemen

Thank you very much for reopening my complaint.

I would like to emphasize once again that I have submitted valid and current proof of address confirming my name and full address.

The previously missing house number was an unintentional formal error and not a deception. I have informed the casino of this and am ready to provide further evidence at any time.

I continue to request clarification regarding the account block and the payment of my balance of €2700.

Thank you for your support

Sehr geehrte Damen und Herren,

vielen Dank für die Wiederaufnahme meiner Beschwerde.

Ich möchte nochmals betonen, dass ich gültige und aktuelle Adressnachweise eingereicht habe, die meinen Namen und meine vollständige Adresse bestätigen.

Die zuvor fehlende Hausnummer war ein unbeabsichtigter formaler Fehler und keine Täuschung. Ich habe das Casino darüber informiert und bin jederzeit bereit, weitere Nachweise zu erbringen.

Ich bitte weiterhin um Klärung der Kontosperrung sowie um die Auszahlung meines Guthabens in Höhe von 2700€.

Vielen Dank für Ihre Unterstützung

Dear Casino Guru Team,

I would also like to add that I have already forwarded the complete email history between myself and SpinHub Casino Support to Ms. Jana.

This shows that I submitted all requested documents multiple times and always acted cooperatively.

Thank you for your continued support

Sehr geehrtes Casino Guru Team,

ich möchte ergänzend mitteilen, dass ich bereits den vollständigen E-Mail-Verlauf zwischen mir und dem SpinHub Casino Support an Frau Jana übermittelt habe.

Daraus geht hervor, dass ich alle angeforderten Dokumente mehrfach eingereicht und stets kooperativ gehandelt habe.

Vielen Dank für Ihre weitere Unterstützung

Dear Casino Guru,

We would like to inform you that we have sent you an email to jana.k@casino.guru.

Thank you very much for your understanding, objectivity, and cooperation.

Hello STAI95,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello STAI95,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear SpinHub Casino,

I kindly ask you to review the email I previously sent regarding this case at your earliest convenience.

Thank you for your time, cooperation, and continued assistance throughout this process.

Kind regards

Dear Casino Guru,

We would like to inform you that we have sent you an email to jana.k@casino.guru.

We remain at your disposal

Dear Spinhub Casino,

I hope this message finds you well.

I am writing to bring to your attention a matter concerning a player's account. The player has stated that the address registered on her account is not incorrect but rather incomplete, as the house or apartment number was inadvertently omitted. She maintains that her residential address can be verified through official documentation.

Furthermore, the player asserts that she proactively informed the casino of her correct address and submitted a valid proof of address in the form of a utility bill. She has also expressed her willingness to provide any additional documentation that may be required to verify her address.

Based on the information provided, the player believes that she has cooperated fully throughout the verification process and has complied with all requests made by your team. She also feels that she has not been given a fair opportunity to complete the verification procedure.

In light of the above, I kindly request that you review this case once again, taking the player's statements into careful consideration. Should you determine that the verification cannot be completed or that the account remains in breach of your Terms and Conditions, I would appreciate it if you could provide the relevant evidence and supporting documentation on which your decision is based.

Thank you for your time and consideration. I look forward to your response.

Kind regards

Dear Jana

As mentioned above, we have sent you an email (to jana.k@casino.guru.) regarding the evidence requested for the dates of June 15 and June 27 2026. We have also forwarded the same evidence to you again today, July 23, 2026

We remain at your disposal

Dear Spinhub Casino,

We have reason to believe that the player submitted all documents without any alterations. We would greatly appreciate it if you could further evaluate this matter and provide any additional relevant evidence. Thank you for your continued cooperation.

Dear Casino Guru,

We would like to inform you that we have sent you an email to jana.k@casino.guru.

We remain at your disposal

Dear STAI95,

The casino has provided us with the findings of its investigation regarding your verification documents.

As part of the verification process, you were asked to provide proof of address. The first document submitted was an electricity bill, which was reviewed by the casino's relevant department and flagged as suspicious due to inconsistencies in the file. The casino determined that the document had been modified, including changes to the address details, and therefore it was not accepted.

You were subsequently asked to provide an alternative proof of address. However, the second document you submitted was also found to have been altered or modified.

Based on the findings of the casino's investigation, we consider that the submitted documents did not meet the required verification standards. The casino therefore proceeded with the permanent closure of your account and the confiscation of the remaining balance in accordance with its policies.

Based on the evidence provided, we consider the casino's actions to be justified.

Thank you for your understanding.

Dear Ms. Jana.

I request further investigation; I have neither manipulated nor altered the documents.

I would be willing to send a new document. I can get a new, up-to-date registration certificate from my municipality tomorrow, then photograph it and send it to you by email.

But I don't find this message justified.

Best regards

Steffi

Sehr geehrte Frau Jana.

Ich bitte um weitere Prüfung ich habe weder die Dokumente manipuliert noch geändert.

ich wäre bereit ein neues Dokument zu senden ich kann einen neuen aktuellen Meldezettel von meiner Gemeinde morgen holen und dann Ihnen abfotografieren und per E-Mail senden.

aber gerechtfertigt finde ich diese Nachricht nicht.

mit freundlichen Grüßen

steffi

Good day,

If possible, I would like to see the alleged evidence for this decision.

How can the casino make such a decision and have the audacity to claim such a thing?

I have never altered or forged documents.

I therefore ask you once again to send me a new document.

They will see that I have not changed or manipulated anything.

I forwarded every email exchange with Spinhub exactly as it appeared; that should show that I didn't manipulate anything.

Guten Tag,

ich hätte gerne wenn möglich, die angeblichen Beweise für diese Entscheidung.

wie kommt das Casino zu so einer Entscheidung und anmaßung so etwas zu behaupten?

ich habe nie geänderte oder gefälschte Dokumente geändert.

ich bitte Sie daher noch einmal mir ein neues Dokument zusenden zu lassen.

sie werden sehen, dass ich nicht geändert und manipuliert habe.

Ich habe doch jeden Email verlauf mit Spinhub genau weitergeleitet daraus müsste doch hervor gehen, dass ich nichts manipuliert habe.

Dear STAI95,

I sincerely appreciate your patience as we conduct an internal audit regarding this case. I will keep you informed and notify you once we reach a conclusion. Thank you for your continued support and understanding.

Dear Spinhub Casino,

After a thorough and detailed review of this case, we have reached the conclusion that the player did not breach any of the applicable rules.

We kindly ask you to reconsider your decision, as we believe the player is entitled to her winnings. She remains willing to fully cooperate with the verification process and has confirmed that she has not altered or modified any of the documents submitted.

In light of these findings, we respectfully ask you to reevaluate the case and proceed with the payment of the player's winnings accordingly.

Thank you for your cooperation and continued assistance throughout this process.

Kind regards,

Jana

Dear Casino Guru,

We would like to inform you that we have sent you an email to jana.k@casino.guru.

Thank you for your cooperation

Dear Spinhub Casino,

Thank you for your email. I have carefully reviewed the evidence you provided, and I did not find any indication of a breach of your terms. It appears that the player did not manually or otherwise alter the documents submitted to you. Consequently, we believe there has been no violation of your Terms and Conditions. We kindly request that you unblock the player's account and allow her to proceed with her withdrawal. If you possess any further evidence that may suggest otherwise, we would appreciate you sharing that with us. Thank you for your assistance and cooperation throughout this process.

Kind regards,

Jana

Hello dear Jana,

I just wanted to let you know that I sent you an email today with both of my email addresses. 😊

I initially wrote from my iCloud address and then again from my Hotmail address. The reason for this is that my iCloud storage is currently full, and therefore I cannot receive any emails at my iCloud address at the moment.

I hope you received the message. If you need anything else from me, please let me know.

Thank you so much for your support and your effort! 🙏

Best regards

Stefanie Aigner

Hallo liebe Jana,

ich wollte dir kurz Bescheid geben, dass ich dir heute eine E-Mail mit meinen beiden E-Mail-Adressen geschickt habe. 😊

Ich hatte zuerst von meiner iCloud-Adresse aus geschrieben und anschließend noch einmal von meiner Hotmail-Adresse. Der Grund dafür ist, dass mein iCloud-Speicher momentan voll ist und ich deshalb derzeit keine E-Mails auf meiner iCloud-Adresse empfangen kann.

Ich hoffe, die Nachrichten sind bei dir angekommen. Falls du noch etwas von mir benötigst, gib mir gerne Bescheid.

Vielen lieben Dank für deine Unterstützung und deine Mühe! 🙏

Liebe Grüße

Aigner Stefanie

Dear Casino Guru,

We would like to inform you that we have sent you an email to jana.k@casino.guru.

Thank you for your cooperation

Dear Spinhub Casino,

I hope this message finds you well. I have previously sent you an email containing proof that the player has not altered her documents for identity verification. I kindly request that you review this information and reconsider your decision regarding the release of the funds for the player. Should you require any additional documents from the player, she is more than willing to cooperate fully. Your ongoing assistance and cooperation in this matter are greatly appreciated.