Spinmama Casino - O pagamento do jogador foi atrasado.

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.

I would like to clarify this, please:

The approval notice is the original benefits notice I received months ago. I disposed of/threw it away at the time. That's why I had the employment office issue me a duplicate.

This duplicate copy still bears the date May 13th, because that is the original issue date of the approval notice. The employment office does not change this date retroactively, but simply issues a duplicate of the same document. Therefore, it appears as if there are different dates – in reality, these are not two different approval notices, but rather duplicate copies of the same document.

In addition, there is a separate amendment notice – this is a separate document and not another approval notice.

I have forwarded the duplicate copy of the approval notice three times now, but I am still not verified.

How much longer is this going to take? I'm forwarding the email again, Karla.

Ich möchte das bitte klarstellen:

Der Bewilligungsbescheid ist der ursprüngliche Leistungsbescheid, den ich vor Monaten erhalten habe. Diesen habe ich damals entsorgt/weggeworfen. Deshalb habe ich mir beim Arbeitsamt eine Zweitschrift ausstellen lassen.

Auf dieser Zweitschrift steht weiterhin das Datum 13. Mai, weil das das ursprüngliche Ausstellungsdatum des Bewilligungsbescheids ist. Das Arbeitsamt ändert dieses Datum nicht nachträglich, sondern stellt lediglich eine Zweitschrift des gleichen Dokuments aus. Deshalb wirkt es so, als gäbe es unterschiedliche Daten – tatsächlich handelt es sich nicht um zwei verschiedene Bewilligungsbescheide, sondern um dieselbe Grundlage als Zweitschrift.

Daneben gibt es zusätzlich einen Änderungsbescheid – das ist ein separates Dokument und kein weiterer Bewilligungsbescheid.

Die Zweitschrift des Bewilligungsbescheids habe ich mittlerweile dreimal weitergeleitet, trotzdem werde ich weiterhin nicht verifiziert.

Wie lange soll das noch dauern? Ich leite die E-Mail erneut weiter, karla

And now it's been two weeks again just to verify one document... which I've already sent three times by email... how much longer is this going to take?

Und es geht jetz hier schon wieder 2 wochen um 1 dokument zu verifizieren .... was ich jetzt schon 3 mal per email gesendet habe... wie lange soll man dafür noch an zeit brauchen...

Dear Spinmama Casino Team,

Thank you for your latest update.

The player has now clearly explained the reason for the differing dates on the document. As clarified, the benefits approval notice dated May 13th is a duplicate copy of the original document, issued by the authority after the original was discarded, and therefore retains the original issue date. According to the player, this is standard procedure and no newer approval notice exists unless a completely new decision is issued by the authority.

To allow this case to move forward without further delays, I kindly ask you to clearly confirm the following:

• Will the duplicate benefits approval notice dated May 13th be accepted as a valid Source of Wealth document, given the explanation provided?

• Or, does the player need to obtain an entirely new document from the issuing authority in order to complete verification?

If a new document is required, please specify exactly what document is needed and whether it must meet any additional formal requirements beyond what has already been submitted.

A clear confirmation on this point is essential so the player knows how to proceed and so the verification process does not continue in a loop.

Thank you in advance for your cooperation. I look forward to your clarification.

Hello!

We would like to clarify a point regarding the provided documentation. While the service has indicated that a PDF document is not possible, it was stated that a copy was sent on 17th November.

From the explanations provided, we understand that the issue date on the document reflects when the new copy was sent by the authority. This copy should bear a date corresponding to its issuance time, based on when the service created it. Due to this requirement, the current documents are not accepted, as they do not represent the most recent statement received, which was specifically requested in our earlier correspondence.

To proceed with verification, we require a copy of the document sent by the service on 17th November.

If you have additional questions, please let us know.

Best regards,

Spinmama Casino

One last time for clarity – please read carefully.

The document that was sent to me is a duplicate.

This means that I will not be issued a new document with a new date, but only a duplicate of the originally approved decision.

The approval notice was issued in May – this date remains unchanged.

The authority will not change this issue date, regardless of when the duplicate is sent to me again.

In addition, there is a front page (cover letter) stating the current shipping date, with the note:

"I am sending you your documents here."

This front page contains the current date.

The approval notice itself contains only the original approval date.

This is officially correct, standard practice, and cannot be changed.

Please finally take this into account during the examination.

Ein allerletztes Mal zum Verständnis – bitte lesen Sie genau.

Das Dokument, das mir zugesandt wurde, ist eine Zweitschrift.

Das bedeutet: Mir wird kein neues Dokument mit einem neuen Datum ausgestellt, sondern ausschließlich die Zweitschrift des ursprünglich bewilligten Bescheids.

Der Bewilligungsbescheid wurde im Mai ausgestellt – dieses Datum bleibt unverändert.

Die Behörde ändert dieses Ausstellungsdatum nicht, egal wann mir die Zweitschrift erneut zugesendet wird.

Zusätzlich gibt es ein Frontblatt (Anschreiben), auf dem das aktuelle Versanddatum steht, mit dem Hinweis:

„Hier sende ich Ihnen Ihre Unterlagen zu."

Dieses Frontblatt enthält das aktuelle Datum.

Der Bewilligungsbescheid selbst enthält ausschließlich das ursprüngliche Bewilligungsdatum.

Das ist behördlich korrekt, üblich und nicht veränderbar.

Bitte berücksichtigen Sie das endlich bei der Prüfung.

Additionally, I would like to explicitly clarify:

This is the most official document I can obtain.

It doesn't get more official than this.

The document clearly and visibly states "Duplicate".

This alone implies that the authority is not changing the date, but is simply reissuing the originally issued document as a duplicate.

The date on it is therefore unchangeable.

It is also clearly evident where my income comes from and that it is an officially approved benefit notice.

I therefore seriously wonder:

How long will this game continue instead of properly reviewing and finally verifying the document?

Zusätzlich möchte ich ausdrücklich klarstellen:

Dies ist das offiziellste Dokument, das ich erhalten kann.

Offizieller ist es nicht möglich.

Auf dem Dokument steht ganz eindeutig und gut sichtbar „Zweitschrift".

Allein daraus ergibt sich, dass die Behörde das Datum nicht ändert, sondern das ursprünglich ausgestellte Dokument ausschließlich als Zweitschrift erneut herausgibt.

Das darauf befindliche Datum ist daher unveränderbar.

Ebenso ist zweifelsfrei ersichtlich, woher mein Einkommen stammt und dass es sich um einen behördlich bewilligten Leistungsbescheid handelt.

Ich frage mich daher ernsthaft:

Wie lange soll dieses Spiel noch betrieben werden, anstatt das Dokument korrekt zu prüfen und endlich zu verifizieren?

To clarify the timeline of the documents:

February 26th is the date of issue of the original approval notice.

This approval notice confirms that I will receive benefits continuously for one year.

This issue date is definitive and cannot be changed.

The month of May refers to a separate amendment notice.

This is a separate document that does not replace the approval notice, but merely represents an amendment to it.

I no longer have this amendment notice.

For this reason, I have again requested an official document regarding my services from the relevant authority.

In such a case, the authority does not issue a new document with a new date, but sends the original approval notice exclusively as a "duplicate".

Therefore, the original issue date of February 26th remains on this duplicate copy.

I have already sent you this duplicate three times.

It is an official original document and clearly confirms my source of income.

Against this background, it is incomprehensible why the verification continues to be delayed, even though all the necessary and official evidence is fully available.

Zur Klarstellung des zeitlichen Ablaufs der Dokumente:

Der 26.02. ist das Ausstellungsdatum des ursprünglichen Bewilligungsbescheids.

Dieser Bewilligungsbescheid bestätigt, dass ich für ein Jahr durchgängig Leistungen erhalte.

Dieses Ausstellungsdatum ist maßgeblich und unveränderbar.

Der Monat Mai bezieht sich auf einen separaten Änderungsbescheid.

Dabei handelt es sich um ein eigenständiges Dokument, das nicht den Bewilligungsbescheid ersetzt, sondern lediglich eine Änderung zu diesem darstellte.

Dieser Änderungsbescheid liegt mir nicht mehr vor.

Aus diesem Grund habe ich bei der zuständigen Behörde erneut ein offizielles Dokument zu meinen Leistungen angefordert.

Die Behörde stellt in einem solchen Fall kein neues Dokument mit neuem Datum aus, sondern sendet den ursprünglichen Bewilligungsbescheid ausschließlich als „Zweitschrift".

Auf dieser Zweitschrift bleibt daher das ursprüngliche Ausstellungsdatum vom 26.02. bestehen.

Diese Zweitschrift habe ich Ihnen bereits dreimal übermittelt.

Sie ist ein behördliches Originaldokument und bestätigt eindeutig meine Einkommensquelle.

Vor diesem Hintergrund ist nicht nachvollziehbar, warum die Verifizierung weiterhin hinausgezögert wird, obwohl alle erforderlichen und offiziellen Nachweise vollständig vorliegen.

Dear Spinmama Casino Team,

Thank you for your latest response.

After carefully reviewing the provided documents and the explanations from the player, I would like to clarify a few key points to help move this case forward.

The benefits approval notice submitted by the player clearly states:

• the start date of entitlement (01.02.2025), and
• the duration of entitlement (360 days),
• which confirms that the player is entitled to receive unemployment benefits for a full year.
• As explained, this document was reissued as an official duplicate and therefore retains the original decision date, which is standard administrative practice.

Given this, it is unclear why the document is considered insufficient for Source of Wealth verification, as it clearly confirms the origin, amount, and duration of the player’s income.

To avoid further delays, I kindly ask you to clarify one of the following so the player knows how to proceed:

• Please explain why the documented entitlement period and duration are not sufficient to confirm the player’s Source of Wealth, or

• Confirm whether bank statements showing the receipt of unemployment benefits (e.g., for November or other relevant months) would be accepted as supporting evidence of the same Source of Wealth, or

• Clearly specify what exact document you are willing to accept as valid Source of Wealth in this case, taking into account that the issuing authority does not provide newer versions of the approval notice.

At this stage, a clear and realistic resolution path is essential. If the requested document cannot be obtained in practice, it is important to clarify what reasonable alternative would allow the verification to be completed.

Thank you for your cooperation. I look forward to your clarification so we can resolve this matter without further unnecessary delay.

Dear majone,

In order to accept this document as a source of wealth, please provide one or more additional documents showing your source of income for the past year. This supplementary documentation should enable us to verify your overall source of wealth in conjunction with the information you have already provided.

Best regards,

Spinmama Casino

I feel increasingly strung along by the current process and, frankly, not taken seriously.

The document I submitted from the employment office (duplicate) is an official, legal document and clearly proves that I was granted benefits for a full year for the period mentioned.

This was also explicitly confirmed to me by CasinoGuru.

The fact that further documents are now being requested, even though the situation has already been clearly clarified, is incomprehensible to me.

I now perceive this approach as unnecessary stalling and it creates a feeling of pressure and insecurity for me.

I no longer have any understanding for these ongoing additional demands.

I expect a final and clear decision based on the documents already available.

Please inform me definitively whether the verification will now be completed or for what specific, legally justifiable reason it continues to be refused.

Ich fühle mich durch den aktuellen Vorgang zunehmend hingehalten und ehrlich gesagt auch nicht ernst genommen.

Das von mir eingereichte Dokument des Arbeitsamtes (Zweitschrift) ist ein offizielles, rechtmäßiges Dokument und belegt eindeutig, dass mir für den genannten Zeitraum Leistungen für ein volles Jahr bewilligt wurden.

Dies wurde mir zudem ausdrücklich von CasinoGuru bestätigt.

Dass nun erneut weitere Dokumente gefordert werden, obwohl die Sachlage bereits eindeutig geklärt ist, ist für mich nicht nachvollziehbar.

Ich empfinde dieses Vorgehen mittlerweile als unnötiges Hinhalten und es erzeugt bei mir ein Gefühl von Druck und Unsicherheit.

Für diese fortlaufenden Nachforderungen habe ich kein Verständnis mehr.

Ich erwarte eine abschließende und klare Entscheidung auf Basis der bereits vorliegenden Unterlagen.

Bitte teilen Sie mir verbindlich mit, ob die Verifizierung nun abgeschlossen wird oder aus welchem konkreten, rechtlich nachvollziehbaren Grund dies weiterhin verweigert wird.

Dear CasinoGuru Team,

I am contacting you again to request your active support, as I no longer understand SpinMama's further course of action.

Despite the official duplicate copy from the employment office that I submitted, which clearly proves a one-year benefit entitlement and which you have already confirmed as valid, SpinMama is now demanding further documents.

I find this approach inappropriate and a persistent stalling tactic. I currently see no objective or justifiable reason for these renewed demands.

I therefore urge you to review the case again and actively support me in reaching a final resolution.

Thank you very much for your help so far and for your continued support.

Best regards

Benkendorf

Liebes CasinoGuru-Team,

ich wende mich erneut an Sie mit der Bitte um tatkräftige Unterstützung, da ich für das weitere Vorgehen von SpinMama mittlerweile kein Verständnis mehr habe.

Trotz der von mir eingereichten offiziellen Zweitschrift des Arbeitsamtes, die eindeutig eine einjährige Leistungsbewilligung belegt und von Ihnen bereits als rechtens bestätigt wurde, fordert SpinMama nun erneut weitere Dokumente.

Dieses Vorgehen empfinde ich als unangemessen und als fortlaufendes Hinhalten. Ich sehe aktuell keinen sachlichen oder nachvollziehbaren Grund für diese erneuten Nachforderungen.

Ich bitte Sie daher dringend, den Fall erneut zu prüfen und mich aktiv bei einer abschließenden Klärung zu unterstützen.

Vielen Dank für Ihre bisherige Hilfe und Ihre weitere Unterstützung.

Mit freundlichen Grüßen

Benkendorf

This verification process has now been ongoing for over four months. I find it completely incomprehensible how a regular verification process can take such a long time.

In particular, it is inexplicable why legal and official documents issued by official bodies and generally recognized as valid are repeatedly not accepted and new documents are constantly demanded instead.

I therefore explicitly question how long this practice is to be continued. Such behavior appears neither proportionate nor objectively justified and increasingly defies any comprehensible logic.

In my view, the current procedure is no longer appropriate. I now expect a clear explanation as to why, after four months, no final decision has been reached despite all relevant evidence being repeatedly provided.

Dieses Verifizierungsverfahren dauert inzwischen seit über vier Monaten an. Für mich ist in keiner Weise nachvollziehbar, wie ein regulärer Verifizierungsprozess einen derart langen Zeitraum in Anspruch nehmen kann.

Insbesondere ist nicht erklärbar, weshalb rechtliche und behördliche Dokumente, die von offiziellen Stellen ausgestellt wurden und grundsätzlich als gültig anerkannt sind, immer wieder nicht akzeptiert werden und stattdessen fortlaufend neue Unterlagen eingefordert werden.

Ich frage mich daher ausdrücklich, wie lange dieses Vorgehen noch fortgesetzt werden soll. Ein solches Verhalten erscheint weder verhältnismäßig noch sachlich begründet und entzieht sich zunehmend jeder nachvollziehbaren Logik.

Aus meiner Sicht ist der aktuelle Ablauf nicht mehr angemessen. Ich erwarte nun eine klare Erklärung, weshalb nach vier Monaten weiterhin keine abschließende Entscheidung getroffen wird, obwohl sämtliche relevanten Nachweise wiederholt erbracht wurden.

Dear Spinmama Casino Team,

Thank you for your response.

The player has confirmed that his sole source of income for the relevant period is unemployment benefits granted by a German public authority. The official benefits approval notice already submitted clearly confirms the duration and legitimacy of this income and represents the only Source of Wealth documentation that can reasonably be obtained for this type of income.

As unemployment benefits are not a standard payment-provider income stream, the player is unable to provide additional documents beyond what has already been submitted. Given the prolonged duration of this case and the level of cooperation shown, we kindly ask you to re-evaluate whether the existing documentation can be accepted as sufficient for Source of Wealth verification.

We would appreciate a clear position on whether verification can now be completed based on the documents already provided, so this matter can finally be resolved without further delay.

Dear Karla,

I would like to clarify the current situation once again, as the entire process has now expanded to an incomprehensible extent.

The verification process has now been running for over four months.

Within this timeframe, for over a month now, I have been repeatedly asked in this chat to submit proof of income – even though it has already been explained and proven multiple times that no further documents can exist.

The submitted document clearly proves my income for the relevant period.

This is an official notification confirming the receipt of unemployment benefits for one year.

There are simply no other proofs of income in this case.

Nevertheless, I continue to receive emails containing:

- the document is rejected

- but at the same time, it is not stated which alternative document is expected.

This makes it virtually impossible for me to meet the requirements.

After four months of verification and a month of repeated requests for additional information without concrete details, this approach no longer seems comprehensible and increasingly resembles a delaying tactic.

I therefore expressly request that this case be escalated now and referred to the next instance so that a final decision can be made.

Please tell me clearly:

- why my previously submitted proof is not accepted

- and how this case will finally be concluded

Thank you for your support.

I sincerely hope that we can now conclude this process promptly.

Best regards

Tony Benkendorf

Liebe Karla,

ich möchte den aktuellen Stand noch einmal klarstellen, da sich der gesamte Vorgang inzwischen auf ein nicht mehr nachvollziehbares Maß ausgeweitet hat.

Der Verifizierungsprozess läuft mittlerweile seit über vier Monaten.

Innerhalb dieses Zeitraums werde ich seit über einem Monat in diesem Chatverlauf immer wieder aufgefordert, ein Einkommensdokument einzureichen – obwohl bereits mehrfach erklärt und nachgewiesen wurde, dass keine weiteren Dokumente existieren können.

Das eingereichte Dokument belegt eindeutig mein Einkommen für den entsprechenden Zeitraum.

Es handelt sich um einen offiziellen Bescheid, der den Bezug von Arbeitslosengeld für ein Jahr bestätigt.

Andere Einkommensnachweise gibt es in diesem Fall schlichtweg nicht.

Trotzdem erhalte ich weiterhin E-Mails, in denen:

- das Dokument abgelehnt wird

- gleichzeitig aber nicht mitgeteilt wird, welches alternative Dokument überhaupt erwartet wird

Damit ist es mir faktisch unmöglich, die Anforderungen zu erfüllen.

Nach vier Monaten Verifizierung und einem Monat wiederholter Nachforderungen ohne konkrete Angaben wirkt dieses Vorgehen nicht mehr nachvollziehbar und zunehmend wie eine Hinhaltetaktik.

Ich bitte daher ausdrücklich darum, diesen Fall jetzt zu eskalieren und an die nächste Instanz weiterzugeben, damit eine endgültige Entscheidung getroffen werden kann.

Bitte teilen Sie mir klar mit:

- aus welchem Grund mein bereits eingereichter Nachweis nicht akzeptiert wird

- und wie dieser Fall nun final abgeschlossen werden soll

Vielen Dank für Ihre Unterstützung.

Ich hoffe sehr, dass wir diesen Vorgang nun zeitnah abschließen können.

Mit freundlichen Grüßen

Tony Benkendorf

Additionally, I would like to clarify that I have explicitly informed the casino that I will conduct all further verification exclusively through Casino Guru and this chat history. The reason for this is that for weeks I have been receiving identical, clearly automated responses through other channels, which have yielded absolutely no progress. Despite multiple explanations and the submission of all available documents, the process is constantly being restarted. At this point, I no longer consider this a misunderstanding, but rather an unnecessary delay. A verification process cannot and should not proceed in this way, especially not over a period of several months.

Zusätzlich möchte ich klarstellen, dass ich das Casino inzwischen ausdrücklich darüber informiert habe, dass ich die weitere Verifizierung ausschließlich über Casino Guru und diesen Chatverlauf führe. Der Grund dafür ist, dass ich über andere Kanäle seit Wochen immer wieder identische, offensichtlich automatisierte Rückmeldungen erhalte, die keinerlei Fortschritt bringen. Trotz mehrfacher Erklärung und Einreichung aller verfügbaren Unterlagen wird der Prozess ständig neu gestartet. Inzwischen empfinde ich dieses Vorgehen nicht mehr als Missverständnis, sondern als unnötige Verzögerung. So kann und darf ein Verifizierungsprozess nicht ablaufen, insbesondere nicht über einen Zeitraum von mehreren Monaten.

Furthermore, I can no longer understand how this casino can have a high security rating or a positive review when the verification process behaves like this. The clarification process in this chat alone has been dragging on for over a month without any concrete solution being offered. Instead, the same documents are repeatedly requested or categorically rejected without any comprehensible explanation. In my view, this approach does not meet the standards one would expect from a reputable provider and raises serious doubts about their trustworthiness and their treatment of players.

Darüber hinaus kann ich inzwischen nicht mehr nachvollziehen, wie dieses Casino überhaupt einen hohen Sicherheitsindex oder eine positive Bewertung haben kann, wenn sich der Verifizierungsprozess derart verhält. Allein in diesem Chatverlauf zieht sich die Klärung nun seit über einem Monat, ohne dass eine konkrete Lösung angeboten wird. Stattdessen werden immer wieder dieselben Unterlagen angefordert oder pauschal abgelehnt, ohne nachvollziehbare Begründung. Aus meiner Sicht entspricht dieses Vorgehen nicht dem, was man von einem seriösen Anbieter erwarten kann, und wirft erhebliche Zweifel an der Seriosität und am Umgang mit Spielern auf.

Dear majone,

As per our strict AML regulations, confirming the source of wealth is mandatory for completing this verification stage. The documents provided so far are insufficient on their own.

To verify your source of wealth, please submit one or more additional documents demonstrating your source of income for the year prior to receiving unemployment benefits. Alternative supplementary documentation options were outlined in our previous communication, and this information was also shared with you via email.

Our verification process adheres strictly to the Terms and Conditions agreed upon during registration. We regret any inconvenience caused by this process, but we must follow our established rules and policies to maintain a secure and fair gaming environment. Providing the requested documents promptly will help avoid further delays.

Dear Karla,

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

Best regards,

Spinmama Casino

Dea rmajone,

Thank you for your message and for your continued patience throughout this process. I fully understand how exhausting and frustrating this prolonged verification has been for you.

I would like to update you on the latest position provided by Spinmama Casino, so you have a clear understanding of the current situation.

As an alternative solution, the casino has offered another way to verify your Source of Wealth. They are requesting documents showing your source of income for the year prior to receiving unemployment benefits. This request is presented as an alternative verification method, not as a rejection of your explanation regarding the duplicate document.

At this stage, the casino has indicated that providing such supplementary income documents would allow the verification to move forward.

Please let me know whether you are able or willing to provide any documentation covering your income prior to receiving unemployment benefits, such as salary slips, employment contracts, or tax-related documents. Once I have your confirmation, I will continue addressing the matter with the casino accordingly and push for a clear next step.

Thank you again for your cooperation, and please be assured that I am continuing to monitor your case closely.

Dear Casino Guru Team,

Dear SpinMama team,

Before I submit any further documents, I would like a binding clarification, as there have been several misunderstandings in the past.

I have proof of income from my last job before receiving unemployment benefits.

However, I no longer know exactly which specific month these are from (e.g., December or January of the previous year).

Regardless, this evidence clearly proves that I was regularly employed before receiving benefits.

Before submitting these documents, I therefore request a clear and binding answer to the following points:

1. Are these salary statements sufficient in terms of content to complete the verification process?

2. To whom exactly should the documents be sent?

– to the SpinMama team

– or exclusively via Casino Guru?

3. Can you confirm in advance that no further documents will be required after these documents have been submitted?

The background is that documents submitted to SpinMama in the past were apparently filed multiple times without clear feedback, which unnecessarily prolonged the entire process.

I would like to clarify this matter clearly, transparently and conclusively before submitting any further documents.

Thank you for your clear and timely response.

Sehr geehrtes Casino-Guru-Team,

sehr geehrtes SpinMama-Team,

bevor ich weitere Unterlagen übermittle, möchte ich eine verbindliche Klärung, da es in der Vergangenheit mehrfach zu Unklarheiten gekommen ist.

Ich verfüge über Gehaltsnachweise aus meiner letzten Beschäftigung vor dem Bezug von Arbeitslosengeld.

Mir ist allerdings aktuell nicht mehr exakt bekannt, aus welchem konkreten Monat diese stammen (z. B. Dezember oder Januar des Vorjahres).

Unabhängig davon belegen diese Nachweise eindeutig, dass ich vor dem Leistungsbezug regulär erwerbstätig war.

Bevor ich diese Unterlagen einreiche, bitte ich daher um eine klare und verbindliche Antwort auf folgende Punkte:

1. Reichen diese Gehaltsnachweise inhaltlich aus, um die Verifizierung abzuschließen?

2. An wen sollen die Dokumente konkret gesendet werden?

– an das SpinMama-Team

– oder ausschließlich über Casino Guru?

3. Können Sie mir vorab bestätigen, dass nach Einreichung dieser Unterlagen keine weiteren Dokumente mehr verlangt werden?

Hintergrund ist, dass in der Vergangenheit eingereichte Dokumente bei SpinMama offenbar mehrfach ohne klare Rückmeldung abgelegt wurden, was den gesamten Prozess unnötig in die Länge gezogen hat.

Ich möchte den Vorgang nun sauber, transparent und abschließend klären, bevor ich weitere Unterlagen einreiche.

Vielen Dank für eine eindeutige und zeitnahe Rückmeldung.

Documents from my previous employment (regardless of the exact date) → confirmation that these are sufficient → subsequent verification → activation of my account → final payment. Is that correct?!?!?!?!

Dokumente aus meiner vorherigen Beschäftigung (unabhängig vom exakten Datum) → Bestätigung, dass diese ausreichen → anschließende Verifizierung → Freischaltung meines Accounts → endgültige Auszahlung. Ist das korrekt?!?!?!?!

Hello dear Karla,

I have now photographed my payslip from January 2025 and already sent it to SpinMama via email.

I will also forward this email to you so that you can confirm that this is now the last required payslip from my employer for final verification.

I assume that this is now sufficient and the verification can be completed.

Thank you for your feedback.

Hallo liebe Karla,

ich habe nun meine Lohn-/Gehaltsabrechnung aus Januar 2025 fotografiert und bereits per E-Mail an SpinMama gesendet.

Ich werde Ihnen diese E-Mail ebenfalls weiterleiten, damit Sie bestätigen können, dass damit nun auch die letzte erforderliche Gehaltsabrechnung meines Arbeitgebers zur endgültigen Verifizierung vorliegt.

Ich gehe davon aus, dass dies nun ausreicht und die Verifizierung damit abgeschlossen werden kann.

Vielen Dank für Ihre Rückmeldung.

As already explained several times, I have been receiving unemployment benefits since February 2025.

Accordingly, I was asked to submit proof of income before receiving unemployment benefits.

I have fully complied with this request:

- First, I submitted my payslips from January 2025 (last month before receiving unemployment benefits).

These were rejected on the grounds that a document from 2024 was required.

- I then also submitted my payslip from December 2024.

- I sent these directly to Spinmama and forwarded them identically to Karla, just as I had previously done with the documents from January 2025.

These are all official, unambiguous and verifiable documents.

I have already submitted numerous proofs of income, yet new documents are still being requested.

I'm seriously starting to wonder how much longer this process is supposed to continue.

All relevant time periods are covered, and all required documents have been provided.

I therefore expressly request that you:

- confirmation that the most recently submitted documents (December 2024) are now available,

- as well as concrete support so that this verification process can finally be completed.

The process has now been dragging on for an unreasonably long time.

wie bereits mehrfach erläutert, beziehe ich seit Februar 2025 Arbeitslosengeld.

Dementsprechend wurde ich aufgefordert, Einkommensnachweise vor Beginn des Arbeitslosengeldes einzureichen.

Dieser Aufforderung bin ich vollumfänglich nachgekommen:

- Zunächst habe ich meine Gehaltsabrechnungen aus Januar 2025 eingereicht (letzter Monat vor ALG-Bezug).

- Diese wurden abgelehnt mit der Begründung, es werde ein Dokument aus 2024 benötigt.

- Daraufhin habe ich zusätzlich meine Gehaltsabrechnung aus Dezember 2024 eingereicht.

- Diese habe ich direkt an Spinmama gesendet und identisch an Karla weitergeleitet, genauso wie zuvor die Unterlagen aus Januar 2025.

Es handelt sich dabei jedes Mal um offizielle, eindeutige und nachvollziehbare Dokumente.

Inzwischen habe ich eine Vielzahl an Einkommensnachweisen übermittelt, und dennoch werden immer wieder neue Unterlagen gefordert.

Ich frage mich inzwischen ernsthaft, wie lange dieser Prozess noch weitergehen soll.

Alle relevanten Zeiträume sind abgedeckt, alle geforderten Dokumente wurden geliefert.

Ich bitte Sie daher ausdrücklich um:

- eine Bestätigung, dass die zuletzt eingereichten Unterlagen (Dezember 2024) nun vorliegen,

- sowie um konkrete Unterstützung, damit dieser Verifizierungsprozess endlich abgeschlossen werden kann.

Der Ablauf zieht sich nun bereits über einen unangemessen langen Zeitraum hin.

Hello majone,

Thank you very much for submitting the requested documents and for forwarding them to us as well.

I would also like to sincerely thank you for your patience throughout this process, especially considering how long this complaint and the verification review have already taken.

I have carefully reviewed the documents you provided from the Casino Guru side, and at this stage, everything appears to be in order and consistent with the explanations previously given.

Dear Spinmama Casino Team,

We kindly ask you to now complete your internal review of the submitted documents as soon as possible.

From our perspective, the required documentation has been provided, reviewed, and clarified multiple times, and we believe the case is now ready to move forward.

We would appreciate it if you could:

confirm the current status of the verification,

advise whether any further action is still required from the player,

and, if not, proceed with finalizing the review so that we can continue resolving this complaint without further delay.

Thank you for your cooperation.

We look forward to your prompt update so this matter can finally be concluded.

Dear majone,

We would like to inform you that the supplementary document has been accepted, and your Source of Wealth has been verified.

In order to proceed with the refund, could you please provide us with the following documentation:

Proof of address - a photo of a printed paper document or a digital PDF document, such as a government-issued document, a bank statement, or a utility bill (telephone, gas, electricity, etc.), not older than 90 days.

Bank statement (for the account to which the refund will be transferred). The bank statement should include your name, account number, and a list of transactions. It can be a photo of a paper document or a PDF file.

Additionally, please provide your bank details in text format:

• Name of the bank
• Bank address
• IBAN
• BIC
• Your full name (as it appears on your ID)
• Your full address

Please send the requested documents and the bank details in text format to our email address, so we can proceed as quickly as possible.

Thank you for your cooperation and understanding.

Best regards,

Spinmama Casino

Hello Karla,

Hello Spinmama team,

I have sent the requested documents to both of you (Spinmama and Karla).

Included are:

- Phone bill as proof of address

- Bank statement as proof of banking and transactions (with my name and the corresponding transactions)

This should ensure that all requested documentation is complete.

I therefore ask you to confirm the current verification status.

Thank you.

Hallo Karla,

hallo Spinmama-Team,

ich habe die geforderten Unterlagen an euch beide gesendet (Spinmama und Karla).

Enthalten sind:

- Telefonrechnung als Adressnachweis

- Kontoauszug als Bank- und Transaktionsnachweis (mit meinem Namen sowie den entsprechenden Transaktionen)

Damit sollten alle angeforderten Nachweise vollständig vorliegen.

Ich bitte euch daher um Bestätigung des aktuellen Status der Verifizierung.

Vielen Dank.

Dear Spinmama Casino Team,

Please confirm as soon as possible whether the recently submitted documents have been accepted.

If any document is not accepted, kindly specify which one and clearly explain the reason.

We would also appreciate confirmation of the current verification status and whether any further action is required from the player.

Thank you.

Dear majone,

Thank you very much for submitting the requested documents so promptly.

We appreciate your cooperation and patience throughout this process.

Dear majone,

We would like to inform you that your documents have been accepted and the refund has been successfully processed from our side. Please note that it may take up to five banking days for the funds to reach your bank account.

If you do not receive the funds within this timeframe, please let us know and we will assist you further.

Thank you for your understanding and cooperation.

Best regards,

Spinmama Casino

Dear Spinmama Casino Team,

Thank you for the update and for confirming that the documents have been accepted and the payout has been processed. We appreciate your cooperation and the completion of the review.

Dear majone,

Please let us know as soon as the funds are credited to your bank account. Once you confirm receipt of the payout, we will be able to close this complaint accordingly.

Thank you both for your cooperation.

Dear majone,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello

Spinmama has paid out the money.

Thanks for the help

Hallo

Spinmama hat das geld ausgezahlt

Danke für die hilfe

Dear majone,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Karla Mayfly

Casino.Guru