Spinmama Casino - La cuenta del jugador ha sido cerrada.

The other day I tried to withdraw money from this casino, and they asked me for every possible document, even proof of my bank card history. I even attached proof of bank account ownership, with a statement from the last month. I attached it, and they started asking me about all my transactions, including a savings account I have. After several communications, they wouldn't accept the proof, and today they closed my account, reserving the right to withhold information.

El otro día intente retirar dinero de este casino, me pidieron de todos los documentos posibles, hasta una prueba de mi historial de tarjeta bancaria. Les adjunté incluso la prueba de titularidad de la cuenta bancaria, con un extracto del último mes. La adjunté, y empezaron a preguntarme por todos los movimientos, e incluso una cuenta de ahorro que tengo, después de varias comunicaciones, no me aceptaban las pruebas, y hoy me han cerrado la cuenta, reservándose el derecho de no decir los motivos.

Dear ahandepore10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Could you please provide the exact date of your initial verification request?
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good afternoon, Katarina, and thank you for helping me. I've played Live Casino games (Roulette) and casino games like slots (Monster Superlanche, for example) and other games. I accumulated my winnings without any active bonuses. Friday, June 6th was the first time they confirmed my account was verified, and if they required more documents, they would inform me in due time.

Buenas tardes Katarina y gracias por ayudarme, he jugado juegos de Casino en Vivo (Ruleta) y juegos de Casino como Slots (Monster superlanche por ejemplo) y otros juegos. Acumule mis ganancias sin ningún bono activo. El viernes 6 de junio fue la perima vez que me confirmaron que mi cuenta estaba verificada y en casi de requerir más documentos, me informarían a su debido momento

Hello!

We would like to provide an update on the situation.

The account has been closed and the winnings have been confiscated in accordance with our Terms and Conditions, specifically Clause 12.1, due to a confirmed breach.

The Company enforces a strict anti-fraud policy, utilising advanced tools and techniques to detect fraudulent activities. If a player is suspected of engaging in fraudulent actions, such as collusion, chargebacks, multiple account creation, or other forms of misconduct, the Company reserves the right to terminate the account and suspend all payouts at its sole discretion, without prior notice. Additionally, the Company may report such activities to relevant regulatory authorities. Fraudulent behaviour includes but is not limited to exploiting software vulnerabilities, manipulating game outcomes, or delaying game rounds to gain an unfair advantage.

Dear Katarina,

We have sent you an email containing further information. Kindly review it at your earliest convenience.

Best regards,

Spinmama Casino

Dear Spinmama Casino,

thank you for your message and email. I have followed up with a reply.

Dear ahandepore10,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Good morning Katarina, I've already emailed you with all the screenshots. Thank you so much for your help. Sorry for the delay.

Buenos días Katarina, ya he escrito a tu correo con todas las capturas correspondientes, muchas gracias por la ayuda. Perdón por la tardanza.

Dear Spinmama Casino,

I am awaiting your response to my email from June 23rd.

Dear ahandepore10,

thank you for your reply and email.

Let's now await the response from Spinmama Casino.

Dear Katarina,

Apologies for the delayed response.

We would like to inform you that we have now replied to your email. Please feel free to review it whenever you have the time, and let us know if there’s anything else we can clarify or assist you with.

Best regards,

Spinmama Casino

Dear Spinmama Casino,

thank you for your email and screenshot provided.

I have followed up with a response.

Hello, Katarina!

We have sent you an email with further information. Please review it at your convenience.

Best regards,

Spinmama Casino

Dear Spinmama Casino,

thank you for your email and the supporting documentation.

Dear player,

we are currently reviewing these materials and will provide you with an update within a few business days. We appreciate your patience.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello ahandepore10, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the account closure. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Spinmama Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been closed? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej,

We have sent you additional information via email.

Please review it at you earliest convenience

Best regards,

Spinmama Casino

I would like to thank the Spinmama Casino for a prompt response, which is always much appreciated. I have responded to the message and will await further details, before posting an update within this thread.

Dear Matej,

We have sent you an email with the requested information.

Best regards,

Spinmama Casino

I would like to thank the Spinmama Casino for a prompt reply and provided evidence. However, as it was inconclusive, I have requested further details and asked for re-reviewing the case on the casino side, and let me know of their findings. Once I hear back, I will post an update here to keep ahandepore10 up to speed with the current situation.

Dear Matej,

We have provided an answer via email. Please review it at your earliest convenience.

Best regards,

Spinmama Casino

Dear ahandepore10 , I am now waiting for further evidence, as the one originally presented was inconclusive. Hopefully we can reach mutual agreement with the casino shortly. I'll let you know as soon as I hear back from their representative.

Thanks for the effort Matej

Gracias por el esfuerzo Matej

Dear Matej

We have provided a response via email.

Best regards,

Spinmama Casino

Thank you for the reply. I have once more requested evidence supporting the casino claim, to be able to resolve this complaint.

Dear Matej,

We have provided an answer via email.

Best regards,

Spinmama Casino

Thank you. Please let me know once the requested evidence is available for review, then we can move this case forward. :)

Hello Matej

We have provided an answer via email.

Best regards,

Spinmama Casino

I have replied to the message, and unfortunately I have still not received any strong evidence supporting the casino's statement.

Dear Matej,

We have sent you an email. Please review it at your earliest convenience.

Best regards,

Spinmama Casino

I have reviewed the evidence and asked one last question. Once replied, we can bring this complaint to a conclusion.

Hello!

We apologize for the delayed response. An answer has been provided via email.

Best regards,

Spinmama Casino

I would like to thank the Spinmama Casino for the provided evidence and overall cooperation in this matter.

Dear Teemus, unfortunately I do not have good news for you. After checking the evidence provided by the casino and the findings of the game provider, you have been identified as opposite bettor and therefore the casino has confiscated your balance according to their Terms & Conditions. There is nothing I can do in this case to mediate.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding.