Morospin Casino - Οι μεγάλες πληρωμές του παίκτη καθυστερούν.

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Hello,

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

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

• Could you please clarify whether the blocking of your account and your losing access due to a payment method change are 2 separate incidents, or are they the same?
• Do you currently have access to your player's account?
• Could you please share with me your most recent relevant communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Update from 19/12/2025:

The winnings of PLN 62,304 come from the legal purchase of a bonus (buy feature) in the game Coin Strike 2: Hold And Win (13/12/2025, transaction ID: 1391298884451548932).

Bet PLN 1,800 → winnings PLN 62,304 – the buy feature option is available in the game and permitted by the casino's rules. There was no violation of the rules.

Today (19/12/2025):

- I sent the KYC documents (selfie with code T79BY41NJ9 + ID card + driving license) to the mrspn.online panel and by email.

- Document status: "Pending" for review (up to 24 hours).

- Contact from several VIP managers (Enrique, Mario, Melanie) – they confirmed receipt of documents and promised a quick solution.

I am waiting for the documents to be accepted, 2FA to be disabled and the first payout tranche (balance PLN 59,353.70).

I am attaching additional screenshots (game history with buy feature, full chats with VIP support, verification status).

Please continue mediation and ask the casino about the reason for additional KYC requirements for large winnings (small withdrawals went through without a problem).

Thank you for your help.

Update z 19.12.2025:

Wygrana 62 304 zł pochodzi z legalnego zakupu bonusu (buy feature) w grze Coin Strike 2: Hold And Win (13.12.2025, ID transakcji: 1391298884451548932).

Zakład 1 800 zł → wygrana 62 304 zł – opcja buy feature jest dostępna w grze i dozwolona w regulaminie kasyna. Nie było żadnego naruszenia zasad.

Dzisiaj (19.12.2025):

- Przesłałem dokumenty KYC (selfie z kodem T79BY41NJ9 + dowód osobisty + prawo jazdy) na panel mrspn.online oraz mailem.

- Status dokumentów: "Oczekująca" na recenzję (do 24 godzin).

- Kontakt od kilku menedżerów VIP (Enrique, Mario, Melanie) – potwierdzili otrzymanie dokumentów i obiecali szybkie rozwiązanie.

Czekam na akceptację dokumentów, wyłączenie 2FA i pierwszą transzę wypłaty (saldo 59 353,70 zł).

Załączam dodatkowe zrzuty (historia gry z buy feature, pełne czaty z supportem VIP, status weryfikacji).

Proszę o dalszą mediację i zapytanie kasyna o powód dodatkowych wymagań KYC przy dużej wygranej (małe wypłaty przeszły bez problemu).

Dziękuję za pomoc.

Thank you, Tomas, for your quick response and mediation.

Answers to your questions:

1. The blocking of my account and losing access due to 2FA were caused by changing the withdrawal method to crypto. The 2FA codes stopped working after that. The account was temporarily blocked for "security reasons" (responsible gambling check), but later unblocked.

2. I currently have full access to my player's account (I can log in and see the balance of 59 353,70 zł).

3. I am attaching the most recent communications with the casino (chats with VIP managers Enrique, Mario, Melanie – they confirmed receipt of documents and promised quick resolution). Also attaching screenshots of the game history (win from buy feature) and KYC status ("Pending review").

The win of 62 304 zł came from a legal buy feature in Coin Strike 2: Hold And Win (bet 1 800 zł).

Documents sent today (selfie with code T79BY41NJ9 + ID).

I hope this helps with the mediation.

Thank you very much for your help!

Best

regards,

Arkadiusz

Documents sent for three verifications. One deposit of PLN 4,000 was withdrawn, the second of PLN 250 was included in the balance. After submitting a request to transfer the deposit to the account where the funds were previously transferred, the account was suspended (possibly due to procedural reasons), account statements were sent from the two accounts from which I made the deposit.

Dokumenty wysłane do 3 weryfikacji. Jeden depozyt wypłacony 4000 zł drugi 250 wliczony do saldo. Po napisaniu prośby o wpłatę depozytu na konto na które dotychczasowe pieniądze szly Konto zawieszone( byc moze procedura) bilingi rach wysłane z 2 kont z których dokonywalem depozytu.

Hi Tomas, are all the documents in place? There's been no response from the casino regarding the password I used to log in. I reset it, but nothing happens, as if the account doesn't exist. This is incredibly surprising. I completed a new verification process with the code and selfie yesterday, after which they withdrew 4,000 and suspended the account. What should I do? After one day, things got worse, and I was already full of hope, even though I've received no response from the casino, now there's silence, as if the issue never happened. What should I do? Please respond. Thanks in advance.

Witam tomas czy wszystkie dokumenty są?? Brak odzewu ze strony casyna na chaslo które sie logowałem nie szło sie zalogować. Dałem reset to nic nie przychodzi jakby konto nieistnialo. Strasznie mnie to dziwi juz nowa weryfikację z kodem i selfi wczoraj przeszedłem po czym wypłacili 4000 i zawiesili konto. Co robic. Po jednym dniu sprawy nabrały tępa i juz bylem pełen nadziei nawet bo odpowiedziach z kasyna teraz cisza jakby sprawy nie było.??? Co robic????? Prosze o odpowiedź z góry dziekuje

I managed to connect to support. They said my account was locked because I entered the wrong password once. That's what it was, but I immediately reset my password because I noticed I'd been kicked out of every session, and this hadn't happened before.

What to do next? Because it seems they're back to their game and everything will just play out for time.

Udało mi sie połączyć z obsługą. Piszą ze zablokowałem konto bo wpisałem raz zle haslo. Tak było ale odrazu dałem reset hasła bo zobaczyłem ze z każdej sesji mnie wywaliło a do tej pory tego nie było

. Co robic dalej. Bo sie zdaje ze znów do swojej gry wrócili i wszystko będzie tylko na czas grane

NEW MESSAGES, I'M ON YOUR ACCOUNT. I WASN'T WRONG, THE PASSWORD WAS CORRECT. SO GOOD.

NOWE WIADOMOSCU JESTEM NA KONCIE NIE MYLILEM SIE DOBRE HASLO BYLO. TYLE DOBREGO .

I think it worked. I'll see if I can get paid soon.

Chyba sie udało. Zaraz zobaczę czy idzie dac wyplate

And again the suspension. I don't understand, verification is ok and again the same thing

I znowu zawieszenie . Nierozumiem weryfikacja ok i znów to samo

The problem is that without changing 2FA, I can't withdraw money. Account statements are sent the same way as the request to disable 2FA or transfer money to my current account.

What should I do? Please give me some advice.

Thank you and best regards

Problem bez zmiany z 2fa niemoge wypłacić pieniędzy. Wyciągi z konta wysłane tak samo jak prośba o wyłączenie 2fa albo przelanie pieniędzy na dotychczasowe konto.

Co robic?? Prosze o jakieś wskazówki.

Dziękuję i pozdrawiam

Hello

This is unbelievable again

Witam

To jest niedowiary znowu

Today, my account is verified, but I haven't received any. They're analyzing the winnings. I'm speechless about this whole situation.

dziś konto zweryfikowane nienadanrzam. O wygranej cisza analizują brak słów mi na tą całą sytacje

Thanks for sharing updates with me.

Do I understand correctly that you were able to request payouts again on 23/12/2025?

Please let me know about the result.

HELLO TOMASZ

I WROTE AN EMAIL TO MOROSPINO IN WHICH I ASKED FOR THE PAYMENT OF THE ARREARS TO THE PREVIOUS ACCOUNT.

I received confirmation of receipt of the email and a response that the matter had been forwarded to a supervisor. So far, I haven't been able to log into my account at all. This has already been dealt with. I'm at a loss with what they're doing. All the necessary documents were submitted on Friday, which is 14 days after I won.

PLEASE HELP.

REGARDS

WITAM TOMASZU

NAPISAŁEM MAILA DO MOROSPINA W KTÓRYM PROSIŁEM O WYŁŁATE ZALEGŁOŚCI NA WCZEŚNIEJSZE KONTO.

DOSTALEM POTWIERDZENIE OTRZMANIA MEILA I ODPOWIEDZ ZE SPRAWA ZOSTAŁA PRZEKAZANA DO PRZELOŻONEGO DO TEJ PORY CISZ NIE MOGE ZALOGOWAC SIE WOGLE NA SWOJE KONTO. JUZ TO BYŁO PRZERABIANE. JESTEM BEZ RADNY Z TYM CO WYPRAWIAJA. WSZYSTKIE NIEZBENDNE DOKUMENTY DOSTARCZONE ZARAZ W PIATEK MIJA 14 DZIEŃ OD WYGRANEJ.

PROSZE O POMOC.

POZDRAWIAM

Hello

This is the second time I'm writing today. After sending documents from my personal accounts, my account disappeared. When I logged into the casino using Google, I received a new login for the account saved under my email address with a balance of 000.

what to do, please help

witam

pisze juz dzis drugi raz. po wysłaniu dokumentów z kont osobistych konto moje znikneło logójąc sie przez gogle do kasyna dostałem nowy login do konta zapisanego pod swoim mailem z saldem 000

co robic prosze o pomoc

Hello.

I'm still asking for help. I was really close, but the situation has changed dramatically, and I can't access my account. Please let me know if my emails are being received because I don't know what to do. I'm asking for your help again!

Witam.

W dalszym ciągu proszę o pomoc. Byłem naprawdę juz blisko.ale sytuacja sie diametralnie zmieniła i brak dostępu do konta. Prosze o info czy dochodzą maile odemnie bo niewiem co robic. Jeszcze raz bardzo proszę o wasza pomoc!!!

Update to the complaint – 29/12/2025

Dear Moderators,

Please find attached the full email correspondence from Morospin Casino, which confirms my previous information:

- The casino requested full bank statements for the entire month from the source accounts of deposits (source of funds/AML) - the documents were provided and confirmed by them (email dated 22/12/2025).

- After trying to switch my withdrawal method to crypto, I encountered a problem with 2FA (codes stopped being generated). I reported it and sent an additional selfie with the verification code.

- After resetting the password, the account opened as "new" - with my email address, but a balance of PLN 0 and no deposit/winnings history.

- In an email dated December 27, 2025, the casino informed about the closure of the account "for security and responsible gaming reasons", even though the GamCare test showed a result of 0 points (low risk - previously accepted).

- In email and chat responses, support denies deleting the account ("it's a technical error"), but at the same time claims that they "don't see the deposits."

The balance before the reset was approximately PLN 59,603.70 (I've attached a screenshot of my crypto wallet). Small withdrawals previously arrived quickly, but a large win (legal buy feature) is blocked by constant excuses despite my full cooperation.

I am requesting urgent mediation and contacting the casino regarding the restoration of my balance and payment of the due funds.

I HAVE A REALLY LARGE NUMBER OF SCREENS AND TALKS ABOUT EVERYTHING CASINO.

Kind regards,

Arkadiusz

Update do skargi – 29.12.2025

Drodzy Moderatorzy,

W załączeniu przekazuję pełną korespondencję mailową z Morospin Casino, która potwierdza moje wcześniejsze informacje:

- Kasyno prosiło o pełne wyciągi bankowe z całego miesiąca z kont źródłowych depozytów (source of funds/AML) – dokumenty zostały dostarczone i potwierdzone przez nich (mail z 22.12.2025).

- Po próbie zmiany metody wypłaty na krypto wystąpił problem z 2FA (kody przestały się generować). Zgłosiłem to i wysłałem dodatkowe selfie z kodem weryfikacyjnym.

- Po resecie hasła konto otworzyło się jako „nowe" – z moim adresem e-mail, ale saldem 0 PLN i brakiem historii depozytów/wygranych.

- Kasyno w mailu z 27.12.2025 poinformowało o zamknięciu konta „ze względów bezpieczeństwa oraz odpowiedzialnej gry", mimo że test GamCare wykazał wynik 0 punktów (low risk – wcześniej zaakceptowany).

- W odpowiedziach mailowych i czatach support zaprzecza usunięciu konta („to błąd techniczny"), ale jednocześnie twierdzi, że „nie widzi depozytów".

Saldo przed resetem wynosiło ok. 59 603,70 PLN (załączam screen portfela krypto). Małe wypłaty wcześniej dochodziły szybko, duża wygrana (legalny buy feature) jest blokowana rotacyjnymi wymówkami mimo pełnej współpracy z mojej strony.

Proszę o pilną mediację i kontakt z kasynem w sprawie przywrócenia salda i wypłaty należnych środków.

POSIADAM NAPRAWDE DUZA ILOSC SKRENOW I ROZMOW O KASYNEM WSZYSTKO.

Z poważaniem,

ARKADIUSZ

Hello Szmedss,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Update January 2, 2026:

The casino continues to send automated reminders claiming no response from me, while the chatbot repeats the "technical issue" excuse.

Attached screenshots of recent automated messages and chatbot responses.

No further direct contact has been made with the casino.

Thank you for your continued mediation.

Dear Szmedss,

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, Michal ([email protected]). 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

Hello, new message from morospinu from 8.01 and 7.01

Witam nowa wiadomość od morospinu z 8.01 i 7.01

Hello Szmedss,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Morospin Casino to join the conversation.

Dear Morospin Casino,

Could you please clarify why the player’s verification has not yet been completed despite the submission of multiple documents? Additionally, could you specify which documents, if any, are still required in order to finalize the verification process and proceed with the player’s withdrawal?

If there are any other factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at [email protected]

Hello Michal,

We have provided you with an email with details about the case. Please check it out at your earliest convenience.

Thank you.

Hello Szmedss,

We would like to inform you that additional verification has been requested on your account. To proceed, please provide proof of deposit for the transaction made on 2025-12-24 at 12:57:50 UTC.

The proof of deposit must clearly show your name, the transaction amount, the receiver’s name, the transaction ID, as well as the exact date and time of the transaction.

If you are unable to access your account and upload the document in the Verification tab, please send the document to our email address at [email protected] with the subject line "CasinoGuru", and it will be forwarded to the dedicated team as quickly as possible

Thank you for your cooperation.

Best regards,

Morospin Casino

Update January 15, 2026:

The first login to the "new" clean account (balance 0 PLN, no history) was on December 24, 2025, and the document upload tab was visible briefly (attached screenshot).

I immediately contacted VIP manager Justin about it, and he instructed me to complete the profile, assuring the account was not deleted (attached chat screenshots).

I followed their instructions, but in the end, they claimed there is nothing to payout.

This is further evidence of the original account being blocked/zeroed after the win on December 13, 2025.

Attached screenshots of the "new" account tab and VIP Justin conversations.

Thank you for mediation.

The account has been reset, but the old tab for sending documents with proof of payment is still there!!! which was also verified ok

wyzerowane konto ale stara zakładka do przesłania dokumentów z dowodem wpłaty!!! które tez zostało zwerfikowane na ok

Update January 15, 2026:

The casino now claims the account linked to my e-mail 69**********[email protected] has no activity or transactions, despite all communications, VIP Justin conversations, KYC, partial payout, and deposits being associated with this e-mail/account.

They ask for proof of a deposit at 12:57:50 UTC on December 24, 2025, but there was no such deposit because I stopped playing and made no deposits after the win on December 13, 2025.

The first login to the "new" clean account (balance 0 PLN) was on December 24, 2025, after resetting password – it is the same account (same username D**************9, same e-mail), and I have a screenshot showing the document upload tab was there briefly.

Attached screenshots of the casino's message and my evidence:

- Telegram chat with VIP Justin confirming win, KYC, partial payout, and later claiming the account is "not deleted" despite zero balance.

- Previous balance screenshots ~59k PLN (before reset).

- Partial payout confirmation (PLN 4,000 received).

- No deposits after 13.12.2025 (bank history screenshots if available).

No further private communication will be made with the casino.

Thank you for mediation.

Update January 15, 2026 (evening):

Latest Telegram chat with VIP Justin (from late December 2025 / early January 2026):

Justin insists "Your account has not been deleted, just like your funds; everything is currently safe and protected" and asks for patience with "verification of documents".

I replied that I was given access to a "new clean account" with zero balance and no history.

This directly contradicts the current zero balance and shows ongoing manipulation and false assurances from VIP Justin.

Attached screenshot of this specific Telegram conversation (today's capture from old chat).

No further private communication with casino.

Thank you for mediation.

I WILL STRESS THIS. When logging in to my account, I received an incorrect password message. I requested a password reset, and when I logged back in, my account went from VIP to 0—completely wiped. I immediately reported this to the VIP manager, and they did as instructed. I've repeatedly asked them to delete my account, and they assure me that's not the case. As proof, I'm sending screenshots of my conversations with the VIP manager.

PODKRESLAM. Logując sie na konto wyskoczył komunikat nieprawidłowe hasło. Wyslalem prośbę o reset hasła i jak sie ponownie zalogowałem to konto z vipa zmieniło sie w 0 totalnie wyzerowane.odrazuvten fakt zgłaszam dla vip menadżer i postępuje tak mi każe. Kilka krotnie mówię o usunięcie konta to zapewniają ze tak nie jest . Na dowód tego co mówię wysylam skreny rozmow z vip menadzerem

Dear Szmedss,

Thank you for your responses, although they did not address the request as outlined by the casino team.

As mentioned above, additional verification is required for your account. To proceed, please submit proof of deposit for the transaction completed on 2025-12-24 at 12:57:50 UTC.

The proof of deposit must clearly display:

• Your full name (that confirms the ownership of the payment method)
• The transaction amount
• The receiver’s name
• The transaction ID
• The exact date and time of the transaction

If you are unable to access your account to upload the document via the Verification tab, please send the document to the casino team directly at [email protected] with the subject line "CasinoGuru".

I would appreciate it if you could do this at your earliest convenience and inform me once you have completed the task.

Update January 15, 2026:

Casino is still requesting proof of a deposit from December 24, 2025 at 12:57:50 UTC – but no such deposit exists.

I made no deposits after the win on December 13, 2025 (last deposit was on 13.12.2025 – bank statements already sent earlier and accepted for KYC and partial payout of PLN 4,000).

This is a false request to delay payout. Account history was erased, balance reset to 0 PLN.

Attached:

- Screenshot of casino's latest message (request for non-existent deposit).

- Previous bank statements from December 13, 2025 (already sent, showing no later deposits).

- Telegram chat with VIP Justin confirming win, KYC, partial payout.

- Partial payout confirmation.

- Current screenshots of zero balance.

No further private communication with casino.

Thank you for mediation.

Updated 16/01/2026

Today Morospin sent an email requesting new verification:

- selfie with ID in hands + a card with a handwritten code 9******6

- questions about the bank used for deposits, winning slot, registration date

Even though full verification (KYC 3x, bank statements >30k PLN, GamCare 0 points, selfie after 2FA) was accepted and confirmed by email earlier.

This is another delay after over a month – account reset after password reset.

I am attaching screenshots of the email requesting a selfie + code 9******6 and questions about the bank/slot/registration date.

I am asking for urgent intervention – the casino has no basis for additional requirements and is avoiding responsibility.

Update 16.01.2026

Dziś Morospin przysłał mail z żądaniem nowej weryfikacji:

- selfie z ID w rękach + kartką z ręcznie napisanym kodem 9******6

- pytania o bank użyty do depozytów, slot z wygraną, datę rejestracji

Mimo że pełna weryfikacja (KYC 3x, wyciągi bankowe >30k PLN, GamCare 0 pkt, selfie po 2FA) została zaakceptowana i potwierdzona mailowo wcześniej.

To kolejne odwlekanie po ponad miesiącu – konto wyzerowane po resecie hasła.

Załączam screeny maila z żądaniem selfie + kod 9******6 oraz pytania o bank/slot/datę rejestracji.

Proszę o pilną interwencję – kasyno nie ma podstaw do dodatkowych wymagań i unika odpowiedzialności.

Dear Szmedss,

Please be assured that I am in ongoing communication with the casino team regarding how we might address the situation

While I can appreciate your perspective that the extra verification may appear unnecessary, I would like to reassure you that this is a standard practice within the industry when certain inconsistencies arise, as is the case in your situation. Currently, the casino team needs to confirm that you are indeed the rightful owner of the account, especially since a password change was previously requested and some of your personal or contact details have been altered, which could suggest a potential attempt of unauthorised access to your account by some third party; therefore, the additional verification is essential.

I can only advise you to fully cooperate with the casino team.

I hope to see some positive advancement soon.

Dear Michal,

Thank you for your reply and for the ongoing communication with the casino.

I fully understand that additional verification after password reset is standard to confirm ownership and exclude third-party access.

I am willing to cooperate and will send the requested selfie with ID + handwritten code 9******6 to the casino via email today or tomorrow morning.

To confirm:

- Full KYC (3 times), bank statements (>30,000 PLN deposits), GamCare (0 points) and extra selfie after 2FA were already accepted and confirmed via email (22.12.2025).

- The password reset was handled by the casino after my 2FA issue (when trying to switch to crypto withdrawal).

I kindly ask:

- Is this the final verification step?

- What is the exact deadline for the casino to restore the balance (~59,353 PLN) and process the payout (within their remaining 3 days + 20 hours to reply)?

I hope for positive progress soon.

Thank you for your support.

Kind regards,

A**** S*****

Account creation date confirmed by email from morospin

Data założenia konta potwierdzenie mailem z morospinu

Dear Szmedss,

We would like to inform you that we no longer require the proof of deposit requested earlier.

Instead, we have sent you an email containing 3 questions and a request to provide a selfie with your ID and specific information on another document. Please reply to those questions directly via the provided email address and send the requested selfie. Note that responses will only be accepted through email.

Thank you for your understanding. If you have any further questions, please let us know.

Best regards,

Morospin Casino

I can't log in to my morospin account. I'll also send the confirmation email here, as I've probably sent everything there 10 times over the past month.

Na konto do morospin nie moge sie zalogować. Mail wysłany dla potwierdzenia tu tez wyślę bo tam chyba przez ten ponad miesiąc wszystko 10x wysylalem

I sent it to morospin for the second time

I'm looking forward to what happens next and I'm curious what he's up to now because I still can't log in completely, even to the zeroed account.

Do morospinu wysłałem drugi raz

Czekam z niecierpliwością co dalej i ciekawi mnie co teraz wymyśla bo w dalszym ciągu niemoge zalogować sie całkowicie nawet to wyzerowanego konta.

Update January 18, 2026:

Attached screenshots of SMS messages from MoroSpin on December 16, 2025 confirming account creation, VIP status, and link to VIP manager Justin on Telegram.

This further proves the account Da******er79 and e-mail 69*******[email protected] were active and used for all communications, including bonus offers.

Thank you for mediation.

Update January 18, 2026:

Attached screenshot of the last conversation with VIP manager Justin.

He previously confirmed the account, win, KYC, and partial payout, but now states he no longer has permissions to assist and directs me to technical support.

This shows the casino avoiding responsibility after the win on December 13, 2025.

I followed all instructions on the "new" clean account (balance 0 PLN from December 24, 2025), but in the end, support claimed there is nothing to payout.

Attached screenshots of the VIP Justin conversation and "new" account document tab.

Thank you for mediation.

Dear Szmedss,

Thank you for all your responses. To help us move forward more effectively, I kindly ask that you avoid repeating responses or posts that have already been shared, and instead focus on the most relevant information.

I appreciate your understanding and cooperation.

Dear Morospin Casino,

We look forward to receiving your response regarding the latest information and evidence submitted by the player.

Hello Szmedss,

Thank you for your reply.

It seems that the IBAN you provided in the email that you have responded to belongs to a local Polish account, which does not match the one used for your withdrawal. If your withdrawal was made to a Revolut account, please note that Revolut IBANs start with LT.

Kindly open your Revolut app, go to the account where you received a withdrawal from us, and copy the IBAN starting with LT from the account details. Once you have it, please send the correct IBAN via the email you have used to send the other details after you received the questions, so we can proceed further.

Thank you for your cooperation.

Best regards,

Morospin Casino

In response I got this

W odpowiedzi dostalem to

So for the 5th time I send a selfie, a card and a code from the new email as they wanted

Wiec po raz 5 wysylam selfi i kartka i kodem z nowego meila tak jak chcieli

Thank you for the additional information, Szmedss.

Dear Morospin Casino,

We look forward to receiving your response regarding the latest information and evidence submitted by the player.

Drama, dear Michal, yesterday I did as they said in the email. I wrote to technical support as they asked. They told me to send a selfie, but later I told them to send one of the two from the old email. That was the end of the conversation. This morning, they're playing again!!!!! It's paranoia, it's something all the time! They had my account number because they sent my winnings three times, and once with a 4,000 PLN large win, so it's insane.

Dramat drogi Michale wczoraj tak jak napisali w mailu zrobiłem. Napisałem do obslugi technicznej tak jak prosili. Tam dostałem informację ze mam wysłać selfi ale ze starego maila pozniej mówię dzieli ze z dwóch żebym wysłał. Na tym sie skończyła rozmowa avtu dziś rano znowu ich gra!!!!! To jest paranoja caly czas cos! Mieli mój numer konta bo wysyłali wygrane 3 razy i raz z 4000 z dużej wygranej więc to obłęd.

What's more, with 69******* [email protected] I just sent it.

Mało tego z 69*******[email protected] tez to wyslalem.

I can't understand their behavior. They ask for my IBAN account number, tell me to do something, and then they do it. A similar situation occurred when I couldn't log in. After changing my password, they reset my account. I followed their instructions, providing the necessary documents, and the account wasn't deleted. They assured me. This is usually a scam. There's no other way to describe it. What kind of help are they offering? When the winnings came, the problem arose.

Nie jestem wstanie zrozumieć ich zachowania tu proszą o iban nr konta każą cos zrobić a pozniej dowalają. Podobna sytuacja miala miejsce gdy nie mogłem się zalogować i po zmianie hasla wyzerowali konto i tak samo wykonywałem ich prośby uzupełnij dokumenty konto nie zostało usunięte zapewniali. To jest zwykle oszustwo inaczej tego nie można nazwać. Jaka pomoc z ich strony gdy pojawiła się wygrana to powstał problem

Dear Szmedss,

I understand your frustration. I kindly ask for your patience while we await clarification from the casino team.

Dear Michal,

This is a pure scam on Morospin's part:

- After full verification (KYC 3x, statements >30k PLN, GamCare 0 points, selfie with codes 96474716 and 16787890, NRB account, IBAN LT Revolut EUR) - the account was reset after password reset.

- Then they demanded a non-existent deposit from December 24, 2025.

- Then a new selfie with the new code 16787890.

- Now they claim that "the account is administratively closed because there are no deposits/withdrawals" - even though I have screenshots of the balance of ~59k PLN before the reset, winnings of ~62k PLN from the buy feature, bank statements, welcome emails from December 1, 2025 by name to the same email address.

This is not "inactivity" - it is an intentional deletion of the balance after verification.

Please urgently mark the case as unresolved - the casino's deadline passed a long time ago and they are only extending it and lying.

I am attaching screenshots of their last email (account closure + "no activity") and my evidence.

Thank you for your help.

Arkadiusz

Dear Michal,

To jest już czysty przekręt ze strony Morospin:

- Po pełnej weryfikacji (KYC 3x, wyciągi >30k PLN, GamCare 0 pkt, selfie z kodami 96474716 i 16787890, NRB kont, IBAN LT Revolut EUR) – konto zostało wyzerowane po resecie hasła.

- Potem żądali nieistniejącego depozytu z 24.12.2025.

- Potem nowego selfie z nowym kodem 16787890.

- Teraz twierdzą, że „konto zamknięte administracyjnie, bo nie ma żadnych depozytów/wypłat" – mimo że mam screeny salda ~59k PLN przed resetem, wygranej ~62k PLN z buy feature, wyciągów bankowych, maili powitalnych z 1.12.2025 po imieniu na ten sam mail.

To nie „brak aktywności" – to celowe wymazanie salda po weryfikacji.

Proszę o pilne oznaczenie sprawy jako unresolved – deadline kasyna minął dawno temu, a oni tylko przedłużają i kłamią.

Załączam screeny ich ostatniego maila (zamknięcie konta + „no activity") oraz moje dowody.

Dziękuję za pomoc.

Arkadiusz

Dear Szmedss,

As mentioned previously, I fully understand your frustration. However, in line with our standard complaint resolution process, the casino is allotted a specific timeframe to provide clarification or take the appropriate action. For your reference, feel free to review our Complaint Resolution Information and Instructions | Casino Guru.

I remain hopeful that meaningful progress will be made soon.

Michal, I'm incredibly grateful for the support and time you've dedicated to this whole matter. I completely understand. I'm incredibly irritated by their approach and behavior. It's simply beyond my comprehension.

Yours sincerely, A***** S********

Michale jestem bardzo wdzięczny całkowicie za udzielone wsparcie i za czas poświęcony całej sprawie. Rozumiem to całkowicie. Jestem strasznie zirytowany ich podejściem i postępowaniem. Po prostu w głowie to mi sie nie mieści.

Z wyrazami szacunku A***** S*******