Passed all verification steps but still unable to withdraw
I registered at SpinMama Casino on May 11, 2025. After activating the welcome bonus, I played a few rounds and won €50. Later, I continued playing and increased my balance. On June 6, I made a deposit of €20.02 via my LTC crypto wallet. A deposit bonus was also automatically applied to my account, but I didn’t use the bonus funds.
Afterward, I made more bets and on June 7 successfully passed full KYC verification via their automated system — including an ID upload and live face scan. A few days later, I initiated a withdrawal of €380, which I later canceled myself. I continued betting and initiated a second withdrawal of €189. This, too, was later canceled by me.
On June 9, I made another deposit of €20.10 using my ETH wallet. On June 10, I placed additional bets and submitted a new withdrawal request of €485 to my verified ETH wallet.
On June 11, the withdrawal was declined and I was asked to submit a new selfie with the current date and provide Proof of Deposit. I uploaded the requested documents in the account panel, but no slot was provided for the selfie. To avoid delay, I immediately sent an email to support with 11 attachments explaining my LTC deposit path step by step.
On June 12, I received a request from Rebecca to upload the selfie and Proof of Deposit via the portal. I uploaded both and confirmed it via email.
On June 13, Rebecca replied with a generic message stating that the documents were under review and the process may take 24 hours. Later that day, Anna-Marie confirmed the verification is being processed. She later sent a message asking me to rate her response — but without any update on the case itself.
On June 14, I logged in and saw that my selfie with ID was rejected. No email was sent explaining why. I wrote back to ask, and was told I needed to add the current date. I submitted a new selfie with the date.
Shortly after, I checked again and saw that all three verification slots in my account were marked as completed — KYC, ID verification, and Proof of Deposit.
I contacted support again to ask whether my verification was complete. Marianne replied that it was still pending and now they require:
A selfie holding my ID and a handwritten date
Proof of source of funds
Proof that my phone number belongs to me
Answers to additional security questions
On June 15, I logged into my phone provider (Yesss.at) and took a full screenshot showing my name, address, email, and phone number. I submitted it immediately.
Later that day, I submitted the required selfies and also uploaded a six-month bank statement from iCard, which clearly shows my crypto purchases (via Moonpay) that were used for deposits. Since there was no slot to upload this file, I sent it by email.
On June 16, Sam confirmed that the documents were received. However, I later found that the phone number confirmation was rejected — again, without explanation or email notification.
I asked support why the document was rejected. The screenshot clearly shows all relevant data: name, address, phone number, email, the official logo of Yesss.at, and full browser address. Sam replied that the team would look into it — but it’s now been more than two days with no follow-up.
📝 Summary:
✅ Fully passed KYC through automated verification
✅ Submitted selfie with ID and current date (multiple times)
✅ Provided full source of funds (iCard statement showing Moonpay purchases)
✅ Submitted phone ownership proof (screenshot from Yesss.at profile)
✅ Replied to all additional security questions
Only one document — the phone ownership proof — has been rejected without justification.
Despite my full cooperation and timely responses, every successful verification is followed by new requests. The fact that five different selfies were required at various points is unusual. I believe SpinMama Casino is deliberately stalling the process and not acting in good faith.
📎 Attachments:
SpinMamaAccount.pdf – Account history, deposits, withdrawals, verification status
SpinMamaEmail.pdf – Full support email correspondence
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