Spinanga Casino - Player's account closure request is delayed.

The problem is that I've decided to close all my online casino accounts because I consider myself addicted to gambling. I've tried many times to do the same at this casino, but I've never received a response. I'm requesting compensation for the emotional distress and general discomfort of not wanting to continue gambling, and on top of that, they keep sending me advertising even though my account remains open.

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Dear josemanuelmartinez,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinanga Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please advise when was the last time the casino allowed you to deposit?
• Could you please provide the exact date of your initial self exclusion request?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

They never actually responded to my request for self-exclusion or account closure. My last deposit was on October 31st, and the exact date I requested self-exclusion and account closure was November 1st. All I've received from the casino is more advertising and encouragement to keep depositing. I have all the necessary evidence, and I'm going to present it here.

Please note that my account remains open awaiting further deposits

I want to fix these two problems I'm having with CasinoCasinia and Spinanga, and then I'll seek professional help because thanks to them my accounts are currently at zero. I can't even afford to go to the doctor. Thank you very much.

They don't care about complaints.

This is impossible to stop, I don't know who else to turn to.

I have no information about my complaints, neither from the casinos nor from where I file the claims.

This casino cannot possibly have a high security rating, despite complaints it continues to send advertising and despite repeated account closures or self-exclusion requests, it continues to send invitations to play and deposit every day and at all hours.

They keep sending them to me every day, please do something, they're going to ruin my life

Are you also going to let a week go by before asking me a question that's already been answered? People will have to find another support platform because I think this one is only functioning according to the casinos' contributions.

Seven days after filing the complaint, I'm still waiting. I wonder if I'm right and you'll ask me a question that's already been answered and give me another seven days to wait? We'll see soon.

Is everything alright here? It seems that more than a week later, the casino guru still has no answers.

Dear josemanuelmartinez

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far. Additionally, please understand that this is not a live chat. Kindly answer the questions you were asked and wait for our response. We manage a large amount of complaints and we do our best to respond as soon as possible. However it is getting more difficult when the players provide unnecessary informations we did not ask for. In this case less is always better than more.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello josemanuelmartinez,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the Spinanga Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to [email protected]

I will, thank you very much Martin

Dear josemanuelmartinez,

thank you for updating us on the matter, I hope the account will be closed as soon as possible. At this point, we will have to wait for the casino's response.

Just so you know, I just checked and it's still open, and they haven't responded as usual. Is it possible that a casino like this has a high security rating? I don't understand.

Am I supposed to wait idly by until Casino Spinanga deigns to respond, waiting to be able to play again, because they haven't closed my account yet?

Dear josemanuelmartinez,

I fully understand your frustration, but there is not much else I can tell you, other than to not play any further. You can also check articles on responsible gambling, if that is something that could help you.

Of course, and why don't they give me the refund now so I can register on any website to self-exclude from the game?

Dear All,

Thank you for reaching out to us.

We want to communicate that your Spinanga Casino account has been successfully closed.

We sincerely apologize for the delay in processing the closure of your account.

We understand that this has caused inconvenience and frustration.

In addition to your request, we note that your initial account closure request was submitted on 31 October 2025. Since that date, no deposits have been made.

Therefore, there is no refund available for your account.

 

We hope this helps clarifies the matter for you.

Best Regards,

Spinanga Casino Team

 

Honestly, after how long it's taken you from the 31st until today, November 11th, I could have been ruined because I don't control my gambling. The coincidence, as I mentioned here, is that I ran out of money, not even enough for groceries. I'm not sure if the law penalizes someone for requesting immediate account closure due to gambling problems, and it's taken 11 days, but it should be. If this is how you want to leave the matter, and Casino Guru deems it feasible, thank you very much then.

My complaint remains that, since it's not working, I absolutely do not want this casino, using the methods it employs, to have any kind of high security. Everyone should see this so they don't invest anything there and lose their customers.

Dear josemanuelmartinez,

Thank you for your cooperation throughout this case. It's good to hear that casino has confirmed that your account is fully closed, and advertising ceased.

Regarding your request for a refund, please note that no deposits were made after your self-exclusion request, so there are simply no remaining player funds for the casino to return.

While we understand the frustration caused by the delay, Casino Guru cannot require compensation in this situation. Our role is limited to ensuring that any outstanding player funds are refunded when applicable, and that the account stays blocked.

Your feedback about the casino’s behavior will of course remain publicly visible and will be taken into account in our ongoing evaluation of their rating and responsible-gambling standards.

We wish you all the best moving forward, and encourage you to seek professional support if you feel it would be helpful.

Kind regards,

Martin

Casino Analyst & Complaint Specialist