SpinHub Casino - A conta do jogador foi encerrada.

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