Spinmacho Casino - Das Spielerkonto wurde geschlossen und das Guthaben eingezogen.

Hello please I really need some help.

In September, I think it was on 27th, I played roulette on SpinMacho casino using my own real money. I had a win and I wagered my money normally. I verified my account and they paid me €1000, so everything seemed fine.

But literally the next day, they closed my account. At that moment I still had around €2500 in my balance, which is my money and I want it back.

I contacted their support and waited for an email. They asked me for additional documents and to answer some questions. I was a bit skeptical, but I still sent everything they asked for, hoping it would fix the issue.

Nothing changed. My account stayed closed and they never paid the remaining money. I kept asking them what the problem is, what I did wrong, and to show me proof if I really broke any rules. They never did. Every reply is the same: "your account is closed by administrative decision."

That’s it. No explanation, no proof, no reason why my money is being kept. I already got one withdrawal approved and paid, so I don’t understand how everything was okay one day and the next day my account is closed with my balance gone.

I’m honestly confused and worried and I just want to understand what’s going on and get my €2500 back.

Can someone please help me with this?

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Am I correct in understanding that your account was closed due to unsuccessful verification?
• Which payment method did you use to deposit money into this casino, and how many deposits did you make?
• Could you please forward me the documents you sent to the casino most recently, i.e., your source of funds for August and September, and the bank statement (**5863)? My email address is veronika.f@casino.guru.

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

I don’t know why they closed my account. They just said it was closed by an administrative decision. Prior to that, I had sent them the documents they requested. I’ll send them to you soon.

Hello Superman99,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Superman99

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, Kubo (jakub.m@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 Superman99,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Spinmacho Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Spinmacho Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of his funds? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Hello!

We would like to clarify that the player’s account was closed following an administrative decision, in accordance with our Terms and Conditions (section 10.3). Please note that the funds have not been confiscated. However, withdrawals can only be processed once the full verification process has been successfully completed.

At this stage, we are still awaiting the submission of the Source of Wealth documentation. This should include documents demonstrating the origin of the funds used for deposits to the casino - for example, a salary statement, proof of business ownership, property sale documentation, inheritance payment, or divorce settlement, covering a three-month period.

We can confirm that a payslip for July has been received and accepted. However, we still require similar documentation for August and September.

In addition, we require verification of the bank account ending in 5863, as it has been used for withdrawals from the casino. In your previous correspondence, it was mentioned that this is a LuxonPay account; however, the provided statement does not display an IBAN. We recommend that you contact Luxon support directly to request proof of ownership for the account. They should be able to issue a document clearly showing your name and IBAN.

The requested documents can be sent directly to our email at support@spinmacho.com, where they will be reviewed by our dedicated verification team.

Should you have any further questions, please do not hesitate to contact us.

Best regards,

Spinmacho Casino

I sent documents

Hello Superman99,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Spinmacho Casino,

Thank you for your clarification. The player has indicated that the documents have already been submitted. Could you please confirm whether you have received them and provide an update on the current status of the verification process?

Thank you for your cooperation.

Dear Superman99,

We would like to inform you that the document submitted for the verification of bank account ending in 5863 has been successfully accepted.

However, regarding the Source of Wealth, we kindly ask you to provide your payslips in PDF format for the months of September and October.

In addition, please provide Source of Funds documentation for the months of August and September, displaying the deposits to your casino account. The document type may vary depending on the payment method used and can, for example, be a PDF statement from your bank account or e-wallet.

Please note that the requested verification documentation is required in accordance with our AML (Anti-Money Laundering) procedure, available at the bottom of our website.

Should you have any questions or require any assistance, please do not hesitate to contact us.

Best regards,

Spinmacho Casino

I sent it! And don't ask me to send documents u already have just to delay paying me.

Hello Superman99,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Superman99,

Could you please forward the email containing the requested documents that you sent to the casino to my email address at jakub.m@casino.guru?

Thank you.

Dear Superman99,

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.

Dear Superman99, as the case has been reassigned to me, please send the aforementioned e-mail to matej.l@casino.guru instead. If you have already sent it to Kubo, just let me know and I will have it sent to me by him. Thank you.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Matej Lawson

Casino.Guru