Spinanga Casino - Player's account has been reopened against his request.

Hello. Casino guru team

This casino didn't self explosion my account for 5 years as I requested, after losing around 500 euros, I have requested to self explosion my account or delete my account without reopening option even I have asked for must not reopen my account, and yesterday they reopen my account in very easy process, and I lost 1100 euro , now according to the terms and conditions of gambling responsibility when the player asks for closing account as I did must not reopen again and now I want my loss mony back from them they reopen my account if they did not reopen my account my money was not lost,they must give me my money back

Dear player,

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.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Spinanga Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

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,

Tomas

Hello, Thomas

Thank you for reviewing my case, I have send it all emails and I ahev asked clearly from casino support many time that I want to self explosion my account they didn't self explosion my account they have just closed which I didn't asked for closing account I have asked for self explosion without reopening option again the problem is that they don't really want to self explosion my account which can not be reopen they but they didn't did this,

Also I am not going to close my account right now because my 5k deposit is missing on this casino,

Thanks for your patience and for providing the information.

Did the casino close your account after you informed them about your gambling addiction?

From the information you provided, the only time the gambling addiction is mentioned is on May 26th. Is that accurate?

Looking forward to your reply.

Hello. Thomas

No I have asked before 26the May and they didn't take action as self exclude my account they stil provide me a bonus to stay with them until I lost like 1400 euros if they were self exclude before losing my money this matter was not happening

Thanks for your reply.

You wrote:

On [13/05/2025], I contacted the casino's support team and requested to self-exclude my account due to gambling addiction concerns. Despite this clear request, my account was not closed, and I was allowed to continue depositing and gambling.

• Could you please support this claim by providing evidence? Share this relevant communication to my email at [email protected]
• Has the casino addressed the missing deposit issue since then and closed your account?

Thank you very much in advance for your reply.

Dear Wali19,

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,
Tomas
Casino.Guru