The player from Germany files a complaint against Spinanga Casino for failing to implement his self-exclusion request submitted on June 1, 2026, allowing him to deposit and play despite his gambling issues. He demands a refund of all deposits made after his self-exclusion and requests his full deposit and transaction history from Spinanga.
Spinanga Casino - Player demands refund due to self-exclusion violation.
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6d 22h 23m 46s
Spinanga Casino
Safety Index 8.0 HighCase summary
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yesterday
Translation
Reason for complaint: Failure to implement self-exclusion / Responsible Gambling violation – Demand for reimbursement of all subsequent deposits
I would like to file a complaint against Spinanga Casino because my explicit self-exclusion was not properly implemented and I was still able to deposit and play despite my self-exclusion request.
On June 1, 2026, I explicitly submitted a self-exclusion request to Spinanga due to my gambling problem.
Despite this clear indication, my account was not effectively and promptly blocked. I was subsequently still able to access the casino, make deposits, and play.
This is precisely where, in my opinion, the decisive violation of player protection lies: Spinanga was explicitly informed about my gambling problem and my wish for self-exclusion from June 1st, 2026.
From that point on, measures should have been taken to prevent me from continuing to deposit money and participate in gambling.
Due to the improper implementation of my self-exclusion, I subsequently incurred further financial losses.
I therefore demand a refund of all payments I made to Spinanga after my self-exclusion request of June 1, 2026.
In parallel, I have already requested Spinanga to provide me with my complete deposit and transaction history. I also requested this as part of a formal information request, as I want to use the complete history to determine the exact amount of deposits made after my self-exclusion.
I can provide Casino Guru with the original self-exclusion request from June 1, 2026, as well as the associated communication, as evidence.
Therefore, I request Casino Guru's assistance with the following points:
1. Review of Spinanga's handling of my self-exclusion request from June 1, 2026.
2. Provision of my full deposit and transaction history by Spinanga.
3. Refund of all payments made after my self-exclusion request of June 1, 2026.
I have already given Spinanga the opportunity to resolve the matter out of court (without Casino Guru). This option still exists.
Once Spinanga provides me with my full deposit history and refunds the deposits made after June 1, 2026, I am of course ready to immediately close this complaint with Casino Guru as successfully resolved.
Many thanks to the Casino Guru team for the review and support.
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2 hours ago
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2 hours ago
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.
- When was the last time you accessed your account at Spinanga Casino?
- Could you please specify whether you received any response from the casino to the self-exclusion request you sent on 1 June 2026? Was your account self-excluded at that time, or was it never disabled?
- Did you make any further self-exclusion requests after realizing that you were still able to access your account?
- Please forward me your original self-exclusion request from 1 June 2026, along with the casino's response and all subsequent communication regarding your self-exclusion, to veronika.f@casino.guru.
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
