Spinalto Casino - Player’s self-exclusion is not enforced.

I would like to file a complaint against Spinalto Casino for repeatedly failing to enforce my permanent self-exclusion despite my repeated requests and my clear statements that I was suffering from a gambling addiction.

My first self-exclusion request was submitted on 23 May 2026. As it was not properly implemented, I contacted support again on 4 June 2026 and requested permanent self-exclusion for a second time. During that conversation, I was encouraged not to proceed with my request before my account was eventually closed.

However, my account was later reactivated without my knowledge or consent.

On 4 July 2026, I requested permanent self-exclusion for a third time. Once again, I faced attempts to discourage me before my account was closed.

On 10 July 2026, I discovered that my account had been reactivated again without my permission. I was able to gamble and lost €3,100. On 11 July 2026, I submitted a formal complaint requesting a refund. During a live chat, customer support informed me that the reactivation had occurred due to a technical issue.

Despite my complaint being under investigation, I regained access to my account again on 20 July 2026 and lost another €690.

The VIP Manager requested KYC documents and informed me that the investigation would take 4–6 weeks. I immediately provided all requested documents, including proof that my account had already been verified. Nevertheless, my account remained open.

As a result, on 24–25 July 2026, I was able to gamble again and lost an additional €3,500 while my complaint was still under review. I immediately informed the casino and requested that these losses also be refunded.

A permanently self-excluded account should never be reactivated. I should never have been able to access gambling services after repeatedly requesting permanent self-exclusion and informing the casino about my gambling addiction.

I have retained all emails, live chat screenshots, account history, self-exclusion requests, complaint correspondence, and verification emails, and I am ready to provide them as evidence.

I respectfully request that Casino.Guru review this case and assist me in obtaining a fair resolution

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 your complaint. I am truly sorry about your negative experience with Spinalto Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila