Canceled withdraw

Dear @Michal93xd,

The AskGamblers Complaint Team is kindly asking you to assist the team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Dear All,

The player is currently unemployed yet has received transactions from third parties in both cryptocurrency and fiat, as well as holding thousands of dollars’ worth of cryptocurrency, the origin of which they are unable to verify.

Please note that our requests are strictly based on our Terms and Conditions and standard AML (Anti-Money Laundering) requirements. We have more than sufficient grounds to clear before there can be any discussion about the continuation or progress of this case. In short, without the proper documentation, the player will not be able to move forward.

As per industry standards, proper proof of cryptocurrency purchases must include, for example, a transaction history from a recognized crypto exchange, or purchase receipts from a P2P platform or another legitimate local crypto service. The player’s current explanation—that the funds were sent by friends, his wife, and others—does not meet these requirements and is not acceptable under our AML obligations, nor under European (MiCA – Markets in Crypto-Assets) and Polish law.

In order to confirm the legitimacy of the cryptocurrency funds received, we hereby request that the player provide a tax report for 2024, specifically Form PIT-38 (Personal Tax Report – Podatek od Dochodów Osób Fizycznych). This document may be submitted in copy, original, or excerpt form. Alternatively, the player may provide another official document capable of verifying the legality of these funds.

We must emphasize that compliance with this request is not optional but a legal requirement under the applicable regulations. The requested documentation is mandatory for us to continue, and any unnecessary delay will prevent us from progressing this case further.

Finally, we remind the player that failing to comply and assist the casino, as required under the AskGamblers platform Terms and Conditions, constitutes a breach. Should the player continue to withhold the necessary documentation, we will have no choice but to request that the complaint be closed accordingly.

Thank you for your attention and understanding.

Best regards,
SpinMama Team

Dear Spinmama Sportsbook,

Could you explain how exactly funds received viaTrustwallet may be verified, so that player may provide needed info requested?

Thanks in advance for your cooperation.

Dear Player,

Thank you for your message and for providing details regarding your transactions. We appreciate your engagement and are committed to assisting you through the verification process.

Please note that, in accordance with our AML (Anti-Money Laundering) Policy, all funds received—whether from a friend, your spouse, or winnings from other platforms—must be properly verified before we can proceed. We kindly ask you to provide supporting evidence for each deposit, such as screenshots or transaction confirmations, so that we can verify the sources and move forward with your account.

We believe this request is clear and straightforward, enabling you to provide the information without delay or obstruction, allowing the case to progress. As a reminder, such requests are fully covered by our Terms and Conditions, and providing the information promptly demonstrates transparency and engagement. Any unnecessary delay may naturally raise further concerns.

We appreciate your cooperation and understanding and are here to guide you through this process.

Best regards,
SpinMama Team