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I deposited €20 at Manekispin, won €290 and as soon as I requested a withdrawal, they blocked my account with the excuse of identification. Although I have sent a valid ID and an official phone bill PDF, they refuse to identify me and offer me back only the €20 of the deposit, illegally withholding my winnings. I ask for your mediation to get the €290".

Κατέθεσα 20€ στο Manekispin, κέρδισα 290€ και μόλις ζήτησα ανάληψη, μου μπλόκαραν τον λογαριασμό με τη δικαιολογία της ταυτοποίησης. Αν και έχω στείλει έγκυρη ταυτότητα και επίσημο λογαριασμό τηλεφώνου PDF, αρνούνται να με ταυτοποιήσουν και μου προσφέρουν πίσω μόνο τα 20€ της κατάθεσης, παρακρατώντας παράνομα τα κέρδη μου. Ζητώ τη μεσολάβησή σας για να πάρω τα 290€».

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MANEKISPIN

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue or any other evidence to support your case? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

1. How long I was a player and when it was blocked: I registered a few days ago, made a €20 deposit, and played. My account was disabled right after I requested a withdrawal for my €290 winnings.

2. How I learned about the block: When I tried to log back into my account, a message appeared on my screen stating that my account has been disabled.

3. What games I played: I only played slots (κουλοχέρηδες) to accumulate my winnings.

4. Did I use a bonus: No, I played with my own real money (€20 deposit), without any bonus.

5. Communication and updates: I am attaching screenshots of my communi

Right after I filed this complaint to CasinoGuru, the casino (Manekispin) contacted me via email and asked for my driver's license for additional verification. I sent them perfect, high-quality photos of my license immediately.

Instead of completing my verification and paying my legitimate winnings, they just sent me an email stating they processed a 'refund' on my original €20 deposit, and they confiscated my €290 winnings. My account is still disabled.

I absolutely do not accept this unfair resolution. I played fairly, provided all my real documents, and I am asking for your intervention to get my full €290 winnings.

I have attached all the relevant emails and the photos of my ID/driver's license below."

"Update: I just received a reply from the casino (Manekispin). They sent me a generic, automated template stating that their decision is final and 'in compliance with the terms of service', without providing absolutely any explanation or naming any specific term that I supposedly violated. It is clear they have no valid reason to confiscate my winnings. I am attaching their email below for Tomas to see."

Thanks for your patience.

• Could you please explain which documents were requested from you, other than the driver's license you provided?
• Were any of the documents accepted, to your knowledge?
• Have you made any previous successful payouts from the casino?
• Could you please specify whether you used a payment method in your name to deposit and withdraw?

Looking forward to your reply.

1. Other documents requested: Originally, they asked for an ID/Passport and a utility bill, which I sent (I provided my Cosmote phone bill). After I opened this complaint, they additionally requested my driver's license, which I also sent immediately.

2. Were any documents accepted: They never officially informed me if any documents were accepted or rejected. They just ignored the verification process, closed my account, and refunded my deposit.

3. Previous successful payments: No, this was my very first deposit and my very first withdrawal attempt at this casino.

4. Payment method in my name: Yes, absolutely. The deposit of €20 was made using a payment method strictly in my own name (Menelaos), and the withdrawal was requested to the exact same account/card under my name.

Dear MENELAOS,

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, Igor (igor.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,

Tomas

Okay, thank you.

Ok ευχαριστώ

Dear MENELAOS,

I am sorry to hear about your problem with Manekispin Casino.

I will now try to contact a Manekispin Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Manekispin Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Thank you very much

please do your best because they are illegal in what they did

Ευχαριστώ πολύ

σας παρακαλώ κάνετε ότι καλύτερο μπορείτε γιατί ειναι παράνομοι με αυτό που έκαναν

Dear MENELAOS,

We would like to inform you that your account has been closed and your winnings confiscated due to your failure to complete the standard KYC (Know Your Customer) verification process, as required under our Terms and Conditions.

As stated in our Terms of Use, failure to comply with KYC requirements may result in account suspension or closure, as well as the confiscation of winnings:

2.5. It is the player's responsibility to ensure that all documents submitted as part of the KYC process are genuine. The provision of false or misleading documents may result in the confiscation of both deposits and any potential winnings.

In accordance with these terms, and due to the incomplete verification process, your deposited amount has been refunded.

Dear Igor,

We have sent you a separate email containing further details. Please review it at your earliest convenience.

Best regards,

Manekispin Casino

Hi, I completely reject the casino's claims. The claim that I provided false or misleading documents is completely untrue and a cheap excuse for them to avoid paying out my legitimate winnings. Every document I submitted—including my official Cosmote phone bill and my state driver's license—is 100% genuine, valid, and legally in my own name (Menelaus). Since the casino claims under term 2.5 that my documents are not genuine, I formally challenge them here in front of you: 1. Which specific document are they claiming is false or misleading? 2. What exactly is in that document? They can't just cite a random term to confiscate €290 without presenting any real proof. I have been fully cooperative from day one and I ask the casino to provide clear evidence to you, , regarding these false accusations.

Γεια σου , απορρίπτω πλήρως τους ισχυρισμούς του καζίνου. Ο ισχυρισμός ότι παρείχα ψευδή ή παραπλανητικά έγγραφα είναι απολύτως αναληθής και μια φτηνή δικαιολογία για να αποφύγουν να πληρώσουν τα νόμιμα κέρδη μου. Κάθε έγγραφο που υπέβαλα—συμπεριλαμβανομένου του επίσημου λογαριασμού τηλεφώνου Cosmote και της κρατικής άδειας οδήγησής μου—είναι 100% γνήσιο, έγκυρο και νόμιμα στο δικό μου όνομα (Μενέλαος). Εφόσον το καζίνο ισχυρίζεται βάσει του όρου 2.5 ότι τα έγγραφά μου δεν είναι γνήσια, τους προκαλώ επίσημα εδώ μπροστά σου: 1. Ποιο συγκεκριμένο έγγραφο ισχυρίζονται ότι είναι ψεύτικο ή παραπλανητικό; 2. Τι ακριβώς έχει αυτό το έγγραφο; Δεν μπορούν απλώς να αναφέρουν έναν τυχαίο όρο για να κατασχέσουν 290€ χωρίς να παρουσιάσουν καμία πραγματική απόδειξη. Έχω συνεργαστεί πλήρως από την πρώτη μέρα και ζητώ από το καζίνο να προσκομίσει σαφείς αποδείξεις σε εσένα, , σχετικά με αυτές τις ψευδείς κατηγορίες

Dear MENELAOS,

In addition to the previously mentioned driver's license and phone bill, you also provided what appears to be an ID document.

Could you please send me detailed photos of this document from both sides?

Dear MENELAOS,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Igor
Casino.Guru