The player from Italy filed a complaint against Spinanga Casino for not implementing responsible gaming measures and mishandling his self-exclusion requests. Despite having requested self-exclusion due to gambling issues, his account was reopened without consent, which allowed further deposits and resulted in significant financial losses. He sought immediate permanent self-exclusion, an explanation for the account reopening, a refund of deposits, and verification of compliance with responsible gaming policies. The complaint was resolved after the casino closed the player's account, ceased all communications, and agreed to refund 210 EUR of his net losses. The player confirmed satisfaction with the resolution, and the case was marked as resolved.
Spinanga Casino - Player's account has been mishandled regarding self-exclusion.
Case closed
Amount: €210
Spinanga Casino
Safety Index 8.4 HighCase summary
Translation
I would like to file a complaint against Spinanga Casino for their failure to implement responsible gaming measures and their extremely poor handling of my self-exclusion requests.
I had previously requested self-exclusion from my account due to serious gambling issues. However, my account was subsequently reopened without my express consent, allowing me to return to playing and making further deposits.
When I became aware of the situation, I sent numerous emails to the casino requesting immediate permanent self-exclusion from my account, clearly specifying that I suffer from compulsive gambling problems and need to be protected from accessing the game. To date, I have sent at least five emails without receiving any concrete response, and my account has not been closed in a timely manner.
During this period, my account remained fully accessible, allowing me to continue depositing and playing, resulting in significant financial losses. Furthermore, the casino failed to take any immediate measures to protect me, despite being clearly informed of my vulnerable player status.
I believe this behavior represents a serious violation of responsible gaming principles. An operator receiving a request for self-exclusion based on gambling addiction should take immediate action to prevent further access and deposits.
For these reasons, I ask Casino Guru to examine the case and invite the casino to:
Confirm the immediate permanent self-exclusion of my account;
Provide an explanation for reopening the previously self-excluded account without my consent;
Consider a full refund of deposits after reopening the account and after repeated unanswered self-exclusion requests;
Verify compliance with the casino's responsible gaming procedures.
I have emails sent to the casino demonstrating the repeated self-exclusion requests and the failure to promptly address the issue.
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Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- When was the first time you requested to be self-excluded from this casino? Please forward me the original self-exclusion request, along with the casino's confirmation that your account was closed, at veronika.f@casino.guru. Kindly include the full original email threads, not just screenshots.
- When exactly did you become aware that the casino had reopened your account? Was it reopened automatically, or did you have to request that it be reopened?
- Is your account currently closed, or are you still able to access it?
- Have you completed the full KYC verification process at this casino?
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
Veronika
TranslationDear Veronika,
Thank you for your reply and for your attention to my case.
To answer your questions:
1) The first request for self-exclusion dates back to about a year ago and was motivated by gambling-related problems.
2) I realized the account was accessible again when I was able to log in and deposit funds. I never requested the account to be reopened, nor did I give any consent for its reactivation. For this reason, I consider it extremely serious that a previously self-excluded account has been made operational again.
3) My account is currently still accessible/wasn't closed despite numerous emails to support expressly requesting permanent self-exclusion due to gambling issues. I've sent at least 10 requests without receiving a timely response.
Yes, I have completed the KYC verification process required by the casino.
I would also like to point out that the main point of my complaint is simply about losses incurred while gambling and the fact that a previously self-excluded account was reactivated without my consent and that, subsequently, my repeated requests for self-exclusion went unanswered for a significant period.
During this period, the casino allowed me to continue depositing and playing despite having been clearly informed of my compulsive gambling issues and the need to block my access to the platform. I believe this constitutes a serious failure to implement responsible gaming measures.
I will forward all available documentation, including emails sent to the casino and proof of self-exclusion requests.
Thank you for your support and I remain available for any further information.
Best regards,
Antonio S.
TranslationEVEN THOUGH THEY DON'T RESPOND TO THE THOUSAND EMAILS I SENT, THE CASINO CONTINUES TO SEND ME PROMOTIONS TO ENCOURAGE ME TO DEPOSIT. IT SEEMS SURREAL TO ME.
THEN I CONTACTED SUPPORT TO ASK IF THEY WOULD ANSWER MY EMAILS, BUT NOTHING THERE WAS ANYTHING DOING.
FROM COMPLAINT
Thank you for your responses.
Please note that, in order to investigate your case, we need to review your complete self-exclusion requests together with the casino's responses. Therefore, please forward me the complete email threads containing the communication between you and the casino's customer support, rather than screenshots of the messages you sent.
Please include all communication, starting with your first self-exclusion request and ending with the most recent emails regarding the closure of your account. My email address is veronika.f@casino.guru.
TranslationDear Veronica,
I would like to hereby forward to you all the documentation relating to the requests I sent to the casino between June 17th and June 29th.
Attached, you'll find the 14 emails I sent trying to get support and permanently close my account. None of them received a response.
In an attempt to be heard, I also sent the same communications from my Aruba company certified email address (PEC), but received no response there either.
The situation is even more serious when you consider that, despite my repeated requests to self-exclude and clear communication of my gambling problems, the casino continued to regularly send me promotional emails, effectively incentivizing me to continue playing.
I also contacted customer service via chat, explaining the situation several times. The operators always assured me they would help me and forward the request to the appropriate department, but, in reality, no concrete action was ever taken, and I never received any assistance.
I believe this behavior is completely unacceptable and represents a serious violation of the obligations that a gaming operator should respect towards a player who expressly requests self-exclusion due to pathological gambling problems.
I remain available should it be necessary to provide further documentation or any other information useful for evaluating the complaint.
Thank you for your attention and support.
Best regards,
Antonio S.
Translationsomething must be done
Dear antoniosa709
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 antoniosa709,
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.
Dear all,
Thank you for contacting us.
We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.
We appreciate you reaching out to us about this matter.
Kind regards,
Spinanga
TranslationCURRENTLY MY ACCOUNT IS STILL ACTIVE EVEN THOUGH I HAD REQUESTED SELF-EXCLUSION ABOUT 1 MONTH AGO, AND ABOVE ALL IT WAS REOPENED WITHOUT MY CONSENT
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.
TranslationDear all,
Thank you for the patience.
We would like to inform you that your account has been closed.
Please be assured that all communications from our side have been discontinued.
We are happy to return the amount of 210 EUR of your Net losses. To proceed with the refund, kindly provide us with the details of your bank account in the following format:
• Full Name (please include all names including middle names)
• IBAN or Bank Account Number
• BIC
• Bank name & location city
• Country of where bank is
Best Regards,
Spinanga
Dear antoniosa709,
Thank you for your prompt reply and for sharing your bank details.
Dear Spinanga Casino,
Please check the message above - it contains the player’s bank details, which are necessary to proceed with the refund.
Please do not hesitate to let us know once there is any news.
TranslationBut now it takes another 6 days? Let me understand so I can get a response from Spinanga Casino? But these people are crazy.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear antoniosa709,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Igor
