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

Sehr geehrte Damen und Herren,

hiermit reiche ich eine formelle Beschwerde gegen den Online-Glücksspielanbieter Spinanga.com ein.

Seit mehreren Monaten versuche ich nachweislich, den Betreiber von Spinanga darüber zu informieren, dass ich spielsüchtig bin und daher keinerlei weitere Kontaktaufnahme, Werbung oder Spielangebote erhalten möchte.

Trotz mehrfacher Kontaktversuche per E-Mail reagiert Spinanga nicht auf meine Anfragen.

Konkret habe ich Spinanga wiederholt aufgefordert,

mein Spielerkonto vollständig zu schließen,

alle meine personenbezogenen Daten zu löschen (gemäß Datenschutz-/DSGVO-Grundsätzen),

mir keine weiteren E-Mails, Werbenachrichten oder Spielangebote zu senden.

Diese Aufforderungen werden vom Anbieter ignoriert. Stattdessen erhalte ich weiterhin regelmäßig Werbe-E-Mails, die mich aktiv zum Spielen auffordern, obwohl ich meine Spielsucht ausdrücklich offengelegt habe.

Ich empfinde dieses Verhalten als besonders schwerwiegend, da Glücksspielanbieter eine besondere Schutzpflicht gegenüber gefährdeten und spielsüchtigen Personen haben. Die fortgesetzte Werbung stellt für mich eine erhebliche Belastung und ein ernsthaftes Risiko dar.

Ich bitte Sie daher dringend,

den Vorgang zu prüfen,

Spinanga zur sofortigen Einstellung aller Werbemaßnahmen mir gegenüber aufzufordern,

die Löschung meines Kontos und meiner Daten sicherzustellen,

und geeignete regulatorische Maßnahmen zu ergreifen.

Gerne stelle ich auf Anfrage E-Mails, Zeitnachweise und weitere Belege zur Verfügung.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

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Dear Meto77877,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Meto77877

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.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). 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,

Veronika

Dear Meto77877,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Spinanga Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Spinanga Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinanga Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

die Spamnachrichten hören nicht auf , warum wird das nicht abgestellt

Dear Meto77877,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

We would kindly like to inform you that your account has been permanently closed without the option of reopening.

Additionally please be informed that we banned all communication as requested.

Furthermore we would kindly like to ask you to check your Emails where we send you your GDPR request.

We hope this helps to clarify the case and we wish you all the best for your future.

Kind regards,

Spinanga Casino Team

Dear Meto77877,

According to the casino's latest reply, your account is now blocked without the possibility of being reopened.

Additionally, all marketing communication has also been restricted.

Please let us know whether you consider this case resolved.

You can also use the Resolve button to automatically mark this complaint as resolved.

Thank you.

Hallo, ich bekomme weiterhin täglich mindestens 2 Nachrichten

Dear Spinanga Casino,

According to the player’s screenshots, they are still receiving marketing communications.

Could you please review the screenshots and comment on the situation?

Dear Meto77877,

Thank you for your reply.

Please note that we requested your deletion and communication ban on the 17.02.

It may take up to 3 working days until all communication channels are blocked.

We can see that you received the email on the 18.02.

Please be informed that until 20.02. all communication should have stopped.

In case you receive further messages please inform us directly.

Thank you for your understanding.

Kind regards,

Spinanga Casino Team

Dear Meto77877,

According to the casino's response, it may take a few days for the bonus offers to discontinue.

Please inform us if you continue to receive any promotional emails after February 21st.

Thank you for your cooperation.

Dear Meto77877,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Igor
Casino.Guru

We’ve reopened this complaint at the request of Meto77877. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Meto77877,

According to the message in your reopening request, you are still receiving marketing communication from the casino. Is that correct?

Richtig, es hört nicht auf die bekommen mich einfach nicht aus dem System.

Dear Spinanga Casino,

We see that the player is still receiving marketing communications from your casino, despite the restriction that was supposed to be implemented on February 20th.

Could you please provide some insight into this matter?

es ist auch seltsam das auch andere Anbieter wie Frumzi indentische Mails senden und auch Frumzi hat bestätigt damit aufzuhören leider auch diese ohne erfolg, ich gehe davon aus das die eine zetrale haben von dort aus werden mails gesendet. dies sollte geklärt werden ich bitte sie auch dies anzuschauen . Danke

es geht wieder los, die werbenachrichten werden wieder täglich gesendet.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We would like to kindly inform you that we are checking on the matter and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

Spinanga Team

Dear Spinanga Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Meto77877,

Thank you for your patience.

We were informed that all communication programs have been stopped after forwarding the matter with urgency to be checked. Have you received any offers from our casino the last five days please?

Thank you so much for your cooperation.

Best regards,

Spinanga Team

Dear Meto77877,

According to the casino’s message, all communication from their side has now been stopped.

Have you received any marketing emails in the last few days?

das Problem ist immer noch da

ich bitte um entgültiges löschen von email daten und keine nachrichten mehr

Dear Spinanga Casino,

Please note that the player is still receiving promotional offers, despite multiple attempts made by you to restrict such communication.

Since this complaint has been ongoing for two months and no significant progress has been made, I am going to give this issue one last chance to be resolved. Otherwise, I will close this complaint as unresolved.

Therefore, I kindly ask you to carefully review the player’s screenshots, as they may help you track down the origin of those emails.

Please let us know your findings.

Dear Meto77877,

We deeply sorry for that.

We are checking on it with the relevant team. We will have updates for you as soon as possible.

Excuse us again for the inconvenience.

Best regards,

Spinanga Team

Dear Spinanga Casino,

Please review the screenshots and communication, and let us know your findings.

Do not hesitate to reach out to the player or to me if anything is required to help resolve this issue.

Thank you.

Dear Meto77877,

Thank you for your help.

After forwarding the offers that you provided to us to the relevant team, we were informed that communication has been stopped. We will need to wait please 48 hours for this to be fully applied.

Thank you so much for your patience and excuse us again for the inconvenience caused.

Best regards,

Spinanga Team

Dear Meto77877,

According to the casino’s message, all promotional communication should have stopped by now.

If you receive any further messages from the casino, please let us know.

Additionally, you can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear Meto77877,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Igor
Casino.Guru