The player from Finland played approximately €10,000 in two weeks without intervention from the casino, despite its claims of supporting responsible gaming. After requesting to close the account and seeking detailed game data and information on the license issuer, the player faces unresponsiveness and a lack of communication from the casino, including the removal of customer service chat access.
Spinanga Casino - Player’s account closure raises concerns over responsible gambling.
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Spinanga Casino
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10 hours ago
Translation
I played an estimated €10,000 in less than 2 weeks and the casino never intervened in the very abnormal deposit amount and pace of play and they still market themselves as being on the side of responsible gaming even though they didn't intervene in any way in a short time and when I asked to close the account when I said that this was a problem they suggested a break (it was eventually closed anyway). Well then I decided that I wanted to report it to the license issuer and asked them who issued their license and that I would like the 2 weeks of game data because I can no longer view it on the website. They only responded to the license request with "We have the appropriate licenses and authorizations to operate in our industry, which ensures that we meet all the necessary regulatory standards.
For more information, please always refer to Section 2 of the General Terms and Conditions. Regulatory Requirements and Restrictions."
I have sent many (really many) emails since then requesting this information and originally asked in the chat when the VIP department would respond and always got that the matter was being processed and so after a month the matter has not progressed anywhere and there has been no response.
I know that their terms and conditions state that they are not responsible for lost money, but they have also not followed the Casino title of responsible gambling when they did not clearly address the problem gambling. I also offered the option of a responsible gambling review but they initially rejected it. Now after a month when I have not received my game information and have not received an answer as to who issued their license, I told them that they can provide the information and the matter will remain there or do a responsible gambling review, in which case the matter will remain there and they will not respond at all. They also took away the customer service chat so that you cannot access it when you are logged in to the site, so I can no longer contact them.
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1 hour ago
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1 hour ago
Dear joo0,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you experienced with the casino.
To better understand your situation and assist you effectively, could you please provide more information regarding the following questions:
- Can you log into your accont now?
- Could you specify the exact dates when you made your deposits and played?
- Did you clearly inform the casino that you wanted to self-exclude, and did you state the reason and the period of self-exclusion?
You can send me all the documents to: petra.h@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,
Petra
