The player from Germany demanded that his official documents be blocked across all casinos associated with a specific license, expressing frustration with the casino's refusal to comply. The Complaints Team informed him that self-exclusion requests could not be centralized across casinos with the same license and that he could continue to play at other licensed operators. The complaint was closed at the player's request.
Spinanga Casino - Player requests data blocking due to account issues.
Closed
Our verdict
Other
Amount: €16,000
Spinanga Casino
Safety Index:HighCase summary
Discussion
Public
Public
6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinanga Casino.
Please note that online casinos have rarely impact on what happens in other online casinos associated by license or otherwise. Requests related to the account of personal information and how it's handled aren't centralized in offshore casinos. We are unable to persuade the online casino to enact a ban across casinos with the same license.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please explain why you wish your account to be closed? Which reasons for account closure have you given to the casino?
- What response from the casino have you received?
- Do you believe yourself to be a vulnerable player in need of protection from further gambling?
- Could you please explain what the disputed amount of €16000 refers to in your situation?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
6 months ago
Dear Gentelman,
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.
Public
Public
6 months ago
Translation
So can I now play in other online casinos without any problems?
Did I understand you correctly
Can I play at other online casinos that have the same license?
Automatic translation:
Public
Public
5 months ago
I apologize, but I don't understand your inquiry or how the issue relates to this casino and the disputed amount of 16000€
Please let me know the details of your situation.
I'll await your reply.
Public
Public
5 months ago
TranslationThey said that it is not possible to exclude me from all casinos that are under the license of this casino
I will remind you if I have any problems with the license in another casino in the future
I rely on the fact that I can play in other casinos with the license
I deposit funds regularly
I don't want to have any problems in the future
Automatic translation:
Public
Public
5 months ago
Thanks for the explanation.
From our article on the Anjouan regulator, I found this information: https://casino.guru/licensing-authorities/comoros-license
Self-Exclusion
Anjouan Gaming does not currently offer a way for players to exclude themselves from all licensed operators at once, and states on its website that self-exclusion requests should be submitted to the operator directly. All operators are obliged to offer players this facility, and must report any self-exclusions to the authority within 1 working day.
The easiest way to request an exclusion is via the license validator page:
Please let me know if there is any other way I may assist you with the issue.
Public
Public
5 months ago
Dear Gentelman,
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.
Public
Public
5 months ago
TranslationI do not want to be banned from the entire license
I want to continue playing in other casinos belonging to the NovaForge group
I like to play for Anjouan Casinos with the valid license NovaForge
I have no problems
It was just that I didn't want to play for this casino anymore
I explained my request incorrectly I like to play
But I don't want to play for Spinanga anymore, they took too long with the payout, they didn't keep their word
Automatic translation:
