SpinHub Casino – generell diskussion

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This casino stole my bonus round in a Big bass game. I hawe ID of the spin and still they say they cant do anything. They say sometimes there can be tecniacal errors.

i had already won 83 euros in the bonus. And was on the second level.. First they gave me 25 frispinns value 0.2 euro, then added 50 bonus money.

still not a reasonble compensation.

they refuse to add more.

STAY AWAY from this site..

Perhaps you should try to submit a complaint so our team can have a look at this situation.

Have you thought of this solution?

After winning €1,500, my account was suddenly closed because my utility bill was allegedly "not accepted," without any proper explanation or clarification.

I later submitted a complaint through the ADR process, but it was rejected again with no transparent reasoning provided. During the process, I was even accused of submitting fake documents, even though I provided a personal video recording clearly showing that I downloaded the utility bill directly from my provider’s official website.

The document itself also contained a digital signature verifying its authenticity, yet this evidence was apparently ignored completely.

What makes this even more concerning is that the ADR handling the case appears to be largely unknown. Aside from a basic website, there is little publicly available information or credibility associated with the company, raising serious concerns about transparency and independence.

To make matters worse, the complaint on Casino.Guru has now been officially marked in favor of the casino, which is extremely disappointing considering the amount of evidence and cooperation provided from my side.

Overall, this experience has completely destroyed my trust in this casino and in the fairness of the complaint process surrounding it. It feels like once a casino decides against you, there is very little a player can realistically do — regardless of the evidence provided.

Why was my review deleted?

Just because you are unable to overturn the ADR decision, does that mean I am not allowed to share my personal experience and perspective publicly?

I fully cooperated throughout the entire process, submitted all requested documents, and even provided a personal video recording showing how I downloaded the utility bill directly from the provider’s official website. Despite this, I was accused of submitting fake documents, while neither the casino nor the ADR provided any meaningful explanation for rejecting the evidence.

Removing my review only creates even more doubts about the transparency and independence of platforms like this. Players should be allowed to express legitimate criticism and describe their experiences, especially when there are serious concerns regarding fairness and the handling of complaints.

At this point, it becomes increasingly difficult not to question whether sites like this are truly independent or financially tied to the casinos they promote, especially when criticism and negative experiences appear to be suppressed rather than openly addressed.

Good day to you, first of all, I understand why this feels unfair from your point of view, especially after the amount of effort you put into the verification and complaint process.

I also understand why you wanted to share your experience publicly.

The reason why the review was removed is not because negative feedback or criticism is not allowed. Players are absolutely welcome to share bad experiences with a casino positive or negative.

The difficult part here is that user reviews are meant to describe objective player experiences and verifiable facts as fairly as possible. In your case, the review was mainly focused on the document authenticity dispute and the claim that the casino acted unfairly during verification. However, this exact issue had already been reviewed through the ADR process, and the final outcome supported the casino’s position.

I completely understand that you disagree with that outcome and feel your evidence was not properly considered. At the same time, once an issue has already been investigated and officially resolved, we cannot present the opposite conclusion as a neutral fact in a public review.

To give a simple example: if a player says a casino unfairly confiscated winnings, but the case was later formally investigated and the authority concludes the casino followed the rules, I cannot keep a review presenting the confiscation as proven misconduct. Even if the player sincerely believes they were treated unfairly.

Also, knowing the final outcome of the investigation, it is very likely the casino would challenge the review for not being based on confirmed facts, and I would most likely have to remove it later for the same reason.

This does not mean dismissing your frustration or saying your experience was not real. It only means I need to evaluate reviews based on documented facts and confirmed outcomes, especially in cases that were already formally investigated. This is basically the same principle as works in the complaint.

I appreciate you giving me the opportunity to highlight the difference between reviews, complaints, and the forum, for example.

Hello,

could someone please update the rating/review of this casino?

I am currently unable to log in to my account. The casino claims that this is due to some kind of "technical issue", but honestly, that explanation makes no sense to me at all. My password suddenly no longer works, even though I did not change it, and I am also unable to reset it.

This is extremely concerning. I still have €10,200 in my casino account, and I have been trying to withdraw my money for around three months now. My account is still not verified, my withdrawal is still blocked, and now I cannot even access my account anymore.

In my opinion, this situation needs to be reflected in the casino’s rating as soon as possible. Otherwise, more players may continue depositing money without knowing what is happening, while the casino keeps delaying withdrawals and avoiding responsibility.

Please update the rating/review accordingly. This has gone on for far too long, and I believe other players should be warned.

Unfortunately, we are unable to change the rating based on an experience like this, you know.

Even though it surely is a long time to wait, your frustration is understandable.

I can see that our team has started to work on your complaint, and hopefully, soon we'll have more information from the casino.

Have they said if the technical issue is fixed now, please?

Hello,

I am now able to log in again, but only by using my username. Logging in with my email address still does not seem to work, which I find very strange.

Is there any possibility to put the casino’s rating or review status on hold while the issue regarding my withdrawal is being investigated?

I understand that casinos may pay for exposure or partnerships, but at the same time, users rely on your ratings when deciding whether to register and deposit money. If a casino has serious unresolved issues and is delaying or blocking withdrawals, then it does not make sense for new players to see a good rating and assume that it is safe to deposit there.

From my point of view, it is becoming increasingly obvious that something is wrong with this casino. I am not saying this lightly, but the situation has gone on for far too long, and the casino’s behaviour is extremely questionable.

I would therefore kindly ask you to review whether the casino’s rating should be temporarily suspended, flagged, or at least marked as under investigation until this matter has been clarified.

So, hopefully they will be able to fix everything soon then.

We do not put any rating or review on hold as we have thousands of casinos in our database, and it is impossible to do that every time a player experiences some issue, or if a casino has technical issues, you know.

Also, the casinos do not pay us for exposure; we are an informative site and also work as mediators between casinos and our users.

Hopefully, everything will get resolved soon. Let's wait and see how it goes. Patience is the key here.

Sure, I fully understand that you probably have a very high workload, and I do not expect preferential treatment.

However, the problem is that if it takes around six days on average to receive a reply, the casino gets an almost unlimited amount of time to continue doing the same thing to other players. For example, if a simple dialogue goes back and forth three times, that alone can take around 18 days. That is an extremely long time in a situation where a player’s funds are being withheld.

At the moment, I am once again not receiving any response from their KYC department. To be honest, I am starting to believe that my money is gone and that they have no intention of paying me out.

What I find especially frustrating is that the casino is still allowed to continue operating with a good rating, even though there are clear signs that they are delaying verification and withholding withdrawals. In my opinion, this gives other players a false sense of security, because they see a positive rating, deposit money, and may then end up in the same situation.

I understand that the complaint process takes time, but in cases like this, long response times effectively help the casino continue delaying the matter. I would therefore really appreciate it if this case could be looked at as soon as possible, because from my perspective the situation is becoming more and more serious.

So now it has finally happened: my account has been blocked.

The reasons given are completely unreasonable and, in my opinion, make it even more obvious what is happening here.

They referred to point 6, which is simply a general KYC section in their terms and does not provide any specific explanation at all.

They also referred to point 5.4, claiming that I allegedly have a duplicate account. This is completely false. I have never had a duplicate account. It is also ridiculous that they supposedly only discovered this after almost three months of verification.

Then they referred to point 5.6 because I accidentally sent the KYC department a screenshot in which my password was visible. I had already tried to change my password, but their system did not allow me to do so. I also have screenshots showing that the password change function was not working.

So, because I accidentally sent a screenshot to the KYC department and because their own system did not allow me to change my password, my entire account has now been blocked and I can no longer access it or withdraw my winnings.

I am sorry, but this is absurd. I have never heard of anything like this. These explanations make no sense at all and look like excuses to avoid paying out my balance.

At this point, I believe it is obvious that this is a deliberate stalling tactic. I cannot wait another six days for another vague response while this continues to drag on. This needs to be addressed immediately and publicly.

I request that the casino responds here publicly and explains exactly why my account has been blocked, why this alleged duplicate account was only "discovered" after months of KYC checks, and how they justify blocking my account because of a screenshot sent to their own KYC department — especially when their system did not allow me to change my password.

This situation cannot simply be ignored any longer.

Hello, I understand what you are saying; sadly we cannot pretty much change the way complaints work. Because the casinos are responsible for supporting players in the first place... Thanks for the details; the mediators will go through this during the complaint.

I'm sorry I cannot add much more. Fresh casinos need time to prove themselves, and thanks to you, other players may keep that in mind, I wager.

The fact that they appear to have seven different Trustpilot accounts, and the fact that they closed my account and apparently several other players’ accounts using the exact same wording in their email, does not matter in this context?

I understand that you have many complaints to handle. However, could someone at least ask the casino to enter the conversation in my complaint? Otherwise, I may have to wait another three weeks before anyone from the casino responds.

I want to see their evidence for these false accusations they are making against me. If Casino Guru sees through this fabricated nonsense, then I believe other players should be warned as well.

So could someone please at least invite the casino to respond openly in the complaint thread?

I believe I understand your points. For example, Trustpilot is actually not the best indicator, especially when it comes to multiple accounts, if I may say so, for the same brand, because it is currently in kind of a crisis with fake activity, which, by the way, affected even our profile.

Just saying I would focus on the complaint; you can see anything related to the matter in the thread. When or when the casino is or is included should also be there.

Perhaps showing how the process divides into logical steps helps you understand that your case is in its early stage for the casino to be invited.

"Step 1: Player fills out a complaint form and submits it.

Step 2: We analyze the complaint and player's responses in the form and take a look at the casino and its T&Cs.

Step 3: We write a complaint description for our system and ask the player any additional questions to understand everything well.

Step 4: Based on everything we know, we try to give advice to the player to see if the situation can be resolved easily, without contacting the casino.

Step 5: If it is needed, we invite the casino to join the conversation and provide their side of the story.

Step 6: Based on the outcome, we close and classify the complaint, which will influence how the casino's Safety Index will be affected."

Kindly be patient, please; the process is always based on those steps. No need to worry.

I just want to publicly state that, in my opinion, this casino is using fabricated or manipulated documents to accuse players of having duplicate accounts and of breaching other terms and conditions.

I have already mentioned this in my complaint. I have not been shown the alleged evidence yet, but I can state with 100% certainty that I never created a duplicate account. Therefore, if the casino claims to have documents or screenshots proving otherwise, those documents must be false or manipulated.

I am saying this now because I want to warn other players before they experience the same thing. Do not play at this casino. In my experience, if you win a large amount, as I did, they will look for a reason not to pay you.

The casino is welcome to respond publicly at any time and provide me with the alleged evidence showing that I created a duplicate account. However, the KYC department is not replying to me, and nobody from the casino is communicating with me directly. The only communication seems to happen privately within Emails regarding the complaint process, where I am not included and therefore cannot see or respond to the so-called evidence.

So once again: stay away from this casino. In my opinion, their behavior is highly suspicious, unfair, and designed to avoid paying legitimate winnings.

Hello! I 100% agree with Saint90 ; very strange things come with this casino. My account is also closed with a 4k balance. They found a duplicate account in the casino that I never created . Also, no evidence has been sent to me. Casino Guru agrees with the casino that a duplicate account exists . The question is , why do players create duplicate accounts only at this casino? To not receive winnings ? I send complaint about my case to Anjouan Licensing Services Inc.. on 04 April, but still no reply from them. Still waiting.  And one more time - I never create duplicate account.

Regarding the alleged duplicate account, I would like to make one simple point about the email address that this account was created with, which I have no knowledge of.

If this alleged account was created using an email address that I did not create, do not know, and have never used, then the logical conclusion is that I also had no access to or control over that email address.

I cannot prove that a random email address does not belong to me. The casino would need to prove that I created, verified, used, or controlled that email address.

Without such proof, I do not see how this alleged account can reasonably be linked to me.

I see; thank you for your well-meant warning. Much appreciated.

I understand being excluded from internal communication is inconvenient; however, this is how it works when casinos do not allow us to share evidence with players. They see it as a way of helping players understand how to get over checks while hiding suspicious activities. I'm not saying you ever did that; I'm merely explaining that casinos also have their points. However, I honestly understand what you are saying.

You are completely right here, just an email would not be much of a proof. Sadly it was more complex.

"I can confirm that there are two accounts in your name, with the profiles filled out with the same credentials."

It is really difficult to make the casino believe it has nothing to do with you, I reckon. Is it possible that you have created another account in the past? I'm just trying to figure out what might have happened.