Spinanga Casino - Player’s account closure raises concerns over responsible gambling.

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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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

Unfortunately, I can't log in.

I played between 26.03.2026 and 06.04.3026.

I didn't specifically notify the casino while I was playing, but I strongly feel that if the casino had come to ask if everything was okay when I was playing quite a lot and for long periods, I would have stopped depositing and playing because the amount was very abnormal and continuous.

It wasn't until after the game period that I announced that I wanted to close the account due to a bad addiction, after which this break proposal came. I'll send a picture of it.

At the moment I have been trying to get the casino to respond for so long and have spent my time on the license and gaming information question and where their responsible gambling has been and I hope they would agree to at least 80,000 responsible gambling reviews.

Dear joo0,

Thank you for providing all the details regarding your complaint against Spinanga Casino.

After carefully reviewing the information and evidence submitted, we unfortunately cannot request a refund of your lost funds from the casino based on the current circumstances. Please understand that although we recognize your concerns regarding responsible gambling practices, your account was already closed afterwards and, before the gambling activity took place, you did not clearly inform the casino that you wished to permanently close your account due to gambling addiction or request a formal self-exclusion.

Because of this, and due to the lack of sufficient evidence showing that the casino failed to act after receiving a clear self-exclusion request prior to your gameplay, we are unfortunately unable to take further action regarding a refund claim.

For future reference, when applying for a self-exclusion, it is very important to clearly state:

* the reason for the exclusion (gambling addiction),

* the exact exclusion period,

* and request immediate account closure/self-exclusion.

We also strongly recommend saving proof of the request, such as:

* sent emails,

* screenshots,

* or live chat transcripts.

Casino support teams receive many requests daily, so the email subject line should also be clear and recognizable.

Example:

Email subject: Self-exclusion due to gambling addiction

Player information:

* First name:

* Last name:

* Date of birth:

* Casino login:

* Email address:

"Greetings Spinanga Casino,

I’m writing to inform you that I wish to self-exclude immediately from this casino and stop receiving any gambling-related marketing material for a minimum period of xxx months/years (or lifetime).

The reason for my decision is gambling addiction.

I acknowledge that I will not be allowed to revoke my self-exclusion during this period and that the self-exclusion cannot be lifted before the agreed period ends."

At this moment, due to insufficient evidence from your side, we unfortunately must close the complaint as rejected.

Please do not hesitate to contact us again in the future if you experience any other issues or require assistance.

Best regards,

Petra