SpinHub Casino - プレイヤーのアカウントは閉鎖され、残高は没収されました。

I would like to file a complaint regarding Spinhub2 Casino withholding my account balance of €1500.

My account was suspended during the verification process. The casino requested proof of address, which I provided in the form of an internet bill from my provider (Magenta).

The document was downloaded directly from the official Magenta customer portal and submitted exactly as received.

After submitting the document, the casino rejected it and claimed that the document was "doctored or unauthentic".

However, they did not provide any explanation or evidence indicating what exactly was allegedly altered.

I strongly deny altering or manipulating the document in any way. The file was downloaded directly from my provider’s official portal and submitted without any modification.

It is also important to mention that the PDF document includes a verification certificate/digital signature, which can be checked to confirm the authenticity of the document.

Despite this, the casino has refused the document and permanently suspended my account while withholding my balance of €1500.

I escalated the matter to the ADR service associated with the casino’s license, but they simply repeated the casino’s claim without providing any technical explanation or evidence supporting the allegation.

I have offered to fully cooperate by:

• providing the document again directly from the official provider portal
• submitting additional proof of address if necessary
• allowing the document to be verified with the issuing provider

However, the casino has refused to reconsider the decision.

I believe withholding my balance without presenting clear evidence of document manipulation is unjustified.

I would greatly appreciate Casino Guru’s assistance in reviewing this case and helping resolve the situation fairly.

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.

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.

• Could you please forward me the email you received from the casino regarding the permanent suspension of your account due to failed KYC verification? My email address is veronika.f@casino.guru.
• Which other documents have you submitted to the casino for the KYC verification process? Have any of them been reviewed and approved by the relevant department?
• Do you have any other utility bills that you could submit to the casino as an alternative proof of address?

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

Hi Veronika.

Thanks at first for taking a look into this.

I’ve forwarded you the conversation.

They asked me serval times to forward it again, downloaded from my operator what I did.

Then my account got locked without any warning or information.

In their terms is stated that they accept utility bills like that and their reaction was directly related to the document. (Screenshotted the terms)

I’ve sent them a payment verification from my bank and my passport.

I have several other documents and also bank statements.

Thanks and best,

Matthias

Dear CasinoGuru,

Following the complaint you submitted and the subsequent referral of your case to the independent Alternative Dispute Resolution (ADR) body, EGIS-ADR, for a full and impartial review, we would like to inform you that we (as well as the client) have received the final decision via email.

After a careful examination of all evidence and documents submitted by both parties, the ADR has concluded that the proof of address you provided (internet bill) was either altered or its authenticity could not be verified.

Regarding the Terms and Conditions

In accordance with our Terms and Conditions, specifically those pertaining to account verification (KYC) and fraud prevention:

The company is obligated to ensure the validity of all submitted documents.

In cases where there are reasonable doubts regarding the authenticity of documents, we reserve the right to suspend or close the account and withhold any relevant funds.

Final Decision Based on the aforementioned findings, the ADR ruled in favor of the company, confirming that the actions taken were fully aligned with the applicable Terms and Conditions. Please note that, according to the ADR process, this decision is final.

We remain at your disposal should you wish for us to forward the official email containing the full response from the ADR body. 

(The same response has also been posted on the AskGamblers site, where the customer has also submitted a complaint)

best regards,

SpinhubCasino

I must clearly state that I strongly disagree with the conclusion that my proof of address was altered or not authentic.

The document I submitted (internet bill) is genuine, issued by my provider, and has not been manipulated in any way.

I was also in direct contact with the ADR body (EGIS-ADR). However, I did not receive any independent or substantiated assessment. Instead, their response merely repeated the casino’s allegations without providing any concrete evidence, technical analysis, or specific reasoning. This lack of transparency seriously undermines the independence and credibility of the ADR process in this case. (Forwarded the whole conversation to Veronika)

Furthermore, I have shared the submitted verification document directly with Veronika. The document includes an official signature from Magenta/T-Mobile, which can be independently verified. This is a clear indicator of authenticity and directly contradicts the claim that the document was altered.

Despite the seriousness of the accusation (document manipulation), I have still not been provided with:

• Any precise explanation of what was allegedly "altered"
• Any concrete inconsistencies in the document
• Any form of technical or forensic evidence

Making such a severe allegation without presenting verifiable evidence is highly concerning.

It effectively denies me any fair possibility to defend myself and raises serious concerns about due process and fairness.

I have fully cooperated at all times and was ready to provide any additional documentation or verification directly from my provider. However, I was never given this opportunity.

Given these circumstances, I find the overall handling of this case, both by the casino and the ADR, to be highly questionable and lacking the transparency that should be expected in such disputes.

I kindly ask CasinoGuru to take a closer look at this matter, particularly regarding the fairness and independence of the ADR decision, and whether the player was given a reasonable and fair opportunity to address the concerns before such a final and serious conclusion was reached.

Thanks and best,

Matthias

Hello Matex0,

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 Matex0;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru . Any and all evidence from both parties can be send to this email for review.

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Hi Karla,

I have sent you a full summary of the situation and attached the document used for address verification.

As mentioned, the document is officially issued and digitally signed by Magenta/T-Mobile, and its authenticity can be independently verified.

Despite this, the document was rejected multiple times by both SpinHub and the ADR, without any clear explanation of what exactly was insufficient or incorrect.

Instead, I was accused of having altered the document, which I find very concerning and unprofessional, especially given that the document is verifiable and issued by a legitimate provider.

I would appreciate it if you could review this and advise on how to proceed.

Kind regards,

Matthias

Dear Matex0,

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, Barborka, barbora.p@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,

Karla Mayfly

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite SpinHub Casino representative to join this conversation.

Dear SpinHub Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Barbora,

As previously stated in our earlier communication, the customer submitted a complaint to the relevant ADR body.

Following the submission and thorough review of all necessary supporting evidence by our company, the ADR ruled in favor of the company, confirming that the actions taken were fully in compliance with the applicable Terms and Conditions.

Please note that, in accordance with the ADR procedure, this decision is final and binding.

The customer has received the official response from the ADR in their email.

The same response has also been posted on the AskGamblers platform, where the customer had also submitted a complaint. As a result, this matter is now considered fully closed.

Best regards

Dear Barbora,

We have sent to your email address the official email that was received by both the customer and our company.

Please let us know if you need any further information.

Best regards

Dear Barbora,

Thank you for your assistance.

However, I must strongly disagree with the position presented by SpinHub.

Simply referring to an ADR decision as "final and binding" does not address the core issue of this case.

At no point was I provided with a clear or specific explanation of why my submitted documents were considered insufficient or allegedly altered.

A decision without transparent reasoning is neither fair nor verifiable.

In any proper review process, conclusions must be supported by clear justification, especially when all provided evidence points in the opposite direction.

The utility bill I submitted is an official document issued by Magenta/T-Mobile, digitally signed, and independently verifiable.

Despite this, it was repeatedly rejected without any explanation.

Instead, I was accused of document manipulation, which is a serious allegation that was never substantiated.

Additionally, the bank document I later provided to the ADR, clearly confirming my name and address, was dismissed without meaningful consideration, and no further communication was provided afterward.

It is also concerning that AskGamblers rejected the complaint solely on the basis of the ADR decision, without independently reviewing the evidence provided.

Furthermore, at the time of that complaint, SpinHub was not listed on Casino.Guru, meaning there was no independent review from your platform at that stage.

At this point, I am not questioning the existence of a decision; I am questioning the lack of reasoning behind it. A process that rejects verifiable documents without explanation and relies purely on authority rather than evidence cannot be considered fair or transparent.

I kindly request a thorough review of the submitted documents and a clear explanation of which specific requirement has not been met.

Kind regards,

Matthias

I've also forwarded the whole conversation with the ADR and SpinHub.

Dear Matex0,

Thank you for providing the documentation and detailed information so far.

For further review of the submitted documents, I have contacted you via email with a request for additional clarification. Please check your inbox when convenient and respond there.

Thank you for your cooperation.

Dear Barbora.

I did not receive your email.

Best,

Mat

Dear Matex0,

Thank you for your message.

I have just resent the email to xxxx.xxx@hotmail.com. Please check your inbox, including your spam or junk folder.

If you still do not receive it, please let me know or provide an alternative email address where you would like me to send the message.

Thank you for your cooperation.

Dear Barbora.

Thanks a lot, received it now and sent you the document + video proof of my download from the provider's homepage.

Best,

Matthias

Dear SpinHub Casino,

Thank you for providing the ADR decision and related communication.

Following our internal review, we have carefully assessed the documentation and additional materials provided by the player, including a recording demonstrating the process of accessing the official provider portal and downloading the invoice directly from the source.

At this stage, we would kindly ask you to provide more detailed clarification regarding your findings.

Specifically, we request confirmation of:

• Which exact elements of the submitted utility bill were identified as altered or inconsistent

• Whether any metadata or technical analysis was performed on the file

• Whether verification of the document authenticity with the issuing provider was attempted

• Whether the player was given the opportunity to provide an alternative proof of address prior to permanent account closure

Given the seriousness of the allegation of document manipulation, providing clear and specific reasoning is essential for a transparent and fair resolution of this case.

Thank you in advance for your cooperation.

Dear Barbora,

We would like to inform you that we have responded to your email regarding the matter in question.

best regards

Dear SpinHub Casino,

Thank you for your cooperation.

I would like to inform you that I have sent you an email requesting additional clarification regarding this case. Please review it at your convenience and respond accordingly.

Thank you in advance.

Dear Barbora,

We would like to inform you that we have responded to your email regarding the matter in question.

best regards

Dear SpinHub Casino,

Thank you for your continued cooperation.

I would like to inform you that I have sent you an email containing additional information and supporting materials related to this case, including further clarification regarding the submitted document. Kindly review the email at your convenience and respond accordingly.

Thank you in advance.

Dear Barbora,

Thank you for contacting us. We confirm that we have received your email and have sent you a response

We appreciate your understanding and cooperation.

Dear SpinHub Casino,

Thank you for your response.

I would like to inform you that I have reviewed your latest reply and have contacted you again via email with an additional request for clarification regarding the findings in this case.

I will await your response.

Dear Barbora,

Thank you for contacting us. We confirm that we have received your email and have sent you a response

We appreciate your understanding and cooperation.

best regards

Dear SpinHub Casino,

Thank you for your response.

I would like to inform you that I have contacted you again via email with a follow-up request for clarification regarding the findings in this case. I kindly ask you to review the email and provide your response when possible.

Thank you in advance for your cooperation.

Dear Barbora,

Thank you for contacting us. We confirm that we have received your email and have sent you a response

We appreciate your understanding and cooperation.

best regards

Dear Matex0,

Thank you once again for your patience, cooperation, and for providing all requested materials throughout the complaint process.

I would also like to thank you for the additional clarification and supporting evidence you submitted during our investigation, including the screen recording and related documentation, all of which were carefully reviewed from our side.

After internal discussion and further review of the case, we must take into consideration that the matter has already been reviewed by the ADR body, which issued a final decision in favor of the casino. As mediators, we are unfortunately not in a position to override or disregard the outcome of the official ADR process, particularly in cases where the complaint has already undergone external review.

Although we requested additional clarification regarding the findings during our investigation, no further information beyond the already confirmed ADR conclusions was provided to us. Under these circumstances, we are unfortunately unable to pursue the complaint further from our side and the case will be rejected accordingly.

I understand this is likely not the outcome you were hoping for, and I sincerely appreciate your cooperation and patience throughout the entire process.

Kind regards,

Barbora

Casino Guru