Spinmama Casino - 플레이어의 보증금이 보류되었습니다.

I made five deposits on 66spinmama77.com using Google Pay. The amounts were €13, €20, €1,500, €20, and €60. All of these transactions were successfully debited from my bank account, but none were credited to my casino account.

I contacted the casino support several times and only received repeated generic responses such as "wait for the bank" or "we’re waiting too." I provided proof of payment, but they continue to delay the process and avoid giving a clear answer or timeframe.

I believe they are intentionally withholding my money. I am requesting Casino Guru's help to investigate this matter and pressure the casino to credit my funds or refund the deposits.

I am also reporting this casino on ScamAdviser and will escalate further if needed.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’s credited to your casino account.

Please allow me to ask you a few questions so I can better understand the situation.

Have you made a successful deposit to this casino whatsoever? Which payment method have you used?

• Could you please share the payment confirmations as evidence?
• Could you please advise how the transactions are recorded in the deposit history found in your player's profile? Kindly provide screenshots of the transaction with the status visible.
• Send the information to my email at [email protected] for review.

Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Tomas,

Thank you for your response.

I’m writing to provide the available evidence regarding the missing deposits to my casino account. I have attached my Revolut statement, which shows two of the transactions in question:

€1500

€20

These payments were made through Revolut using Google Pay and were successfully debited from my account. However, they were never credited to my casino balance.

The remaining transactions:

€13

€20

€60

were made through a different bank, also using Google Pay. Unfortunately, these transactions do not currently appear in the Google Pay app or standard transaction history. I have contacted both my bank and Google Pay support to retrieve the necessary proof for these payments, and I am waiting for their response.

I have also included screenshots of my casino deposit history, which clearly show that none of these five payments were credited.

I kindly ask for your continued assistance in escalating this issue. Please confirm once you receive the attachments and advise on the next steps.

Hello Tomas,

Thank you again for your assistance.

I wanted to inform you that the €20 deposit has now been credited to my casino account. However, the other transactions are still missing, including:

€1500 (via Revolut & Google Pay)

€13 (via another bank & Google Pay)

€20 (second one, via another bank & Google Pay)

€60 (via another bank & Google Pay)

I’ve already submitted my Revolut statement showing the €1500 transaction. I’m still waiting for confirmation from my other bank and Google Pay regarding the remaining payments.

Since this was supposed to be an instant deposit, I kindly ask that this issue be escalated further. Waiting a month for such a large sum is not acceptable.

Please let me know if you need any additional documents or updates from my side.

Thank you for your continued help.

Best regards,

Wali19

Hello. Thomas

Spinmama Casino has suspended my account without any reason , whatever I want my money to be returned or credited to my account the total amount of money that are missing is 3k

Kindly regards

Wali19

The casino has suspended my account and not added my weekly cashback this casino must be reported I am not sure about this that has officially licensed

I kindly request Casino Guru to investigate this casino and help raise public awareness. If confirmed to be operating illegally or fraudulently, I hope it can be blacklisted or publicly flagged to protect other players from falling victim.

I am willing to provide screenshots, chat transcripts, payment receipts, and any other evidence necessary to support this report.

Thank you for your attention and for all the work you do to make online gambling safer for everyone.

Thanks for your reply.

I am sorry to hear about the recent developments.

• Could you please explain what the 3000€ represents in this situation?
• Have you accumulated any winnings in the casino since the issue began? Have you accumulated winnings with the help of a bonus?
• Did the casino explain its decision to close your account to you? Have you contacted support and asked for an explanation?
• If there is any justification the casino provided to you, please share the communication you received with me at [email protected]

Looking forward to your reply.

Dear Casino Guru Team,

Thank you for your message.

To clarify my situation:

The €3000 in question is not winnings, but rather the total amount I personally deposited into my account.

I did not have any balance in my account at the time of suspension, other than a weekly cashback that I was expecting to receive today. Unfortunately, my account was suspended before that could be credited.

When I contacted the live chat support team, they informed me that my account was under investigation. However, they did not provide any details about the nature of the investigation.

Today, I received an email from the casino's support team stating that my deposit was marked as "failed" by the payment provider and that they are now investigating a refund.

Frankly, I do not believe this explanation. The deposit clearly left my bank account, and I had access to the funds on the casino platform prior to the suspension. If their claim is that the €3000 deposit failed, then I demand verifiable proof from the payment provider — including transaction IDs, dates, and refund status — as is my right as a customer.

This situation is extremely frustrating, and I feel that the casino is not acting transparently. I respectfully ask for your assistance in ensuring that the casino provides a full and honest explanation, and that I either receive my deposit back or an official proof of failed transaction.

I can provide screenshots, bank statements, and all communication if required. Please advise how I should proceed.

I kindly request that this issue be resolved as soon as possible, as it has already taken too long and caused significant stress.

Thank you very much for your support.

Best regards,

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Wali19,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas