Spinanga Casino - Player's account has been reopened.

Hello,

I am opening this complaint because I am concerned about the behavior of this casino, which you rate with a high security index. They reopened my account, even though it had previously been closed due to gambling addiction.

What’s more troubling is that the account was reopened shortly after I sent an email saying I was no longer a gambling addict.

But isn’t it true that a casino with such a high safety rating should never reopen an account that was closed for addiction, regardless of what the player claims later?

I would really appreciate your opinion on this case.

Thank you for your time.

Dear rok1rok,

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 yet again informed the casino about your gambling addiction in order for your account to be blocked?
• Could you please share your self-exclusion and reopen requests with me, along with any relevant communication between you and the casino? Please share the information to my email at tomas@casino.guru
• Could you please advise when the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

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 Tomas,

my account is still accessible to me at the moment and no, I did not write to them yet again about closure. My last deposits were yesterday 11.6.

I will send you my communication with them on your email and no, I haven’t contacted the casino about a refund yet, as I am reaching out to you first for guidance and support.

Thank you.

Best regards Rok

Thanks for the provided evidence.

I would encourage you to request a new self-exclusion from the casino and to request a refund due to failed player protection.

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 the casino's support (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

Looking forward to your reply.

Thank you, email was sent and i recieved first automatic/generic response, like they did not read my mail. And by the way, my accound is still active - I can still log in which i think is unacceptable.

Will keep you updated, but I don't think reply from real person is not coming.

Thank you for your help.

Hello Tomas, I would like to inform you that there was still no real answer, just that they will take a look into it. However, it has now been 5 days without any further response, and during this time, my account has remained active. Aa direct result, I have suffered additional losses exceeding €600. While I acknowledge my personal responsibility, it is clear that these losses would have been entirely preventable had Spinanga acted according to responsible gambling practices and honored my original request.

Given the seriousness of this issue and the ongoing risk of further harm, I kindly ask for this matter to be treated as urgent. I request the immediate and permanent closure of my account, and a refund of the losses incurred after my original closure request, as they occurred due to what I believe is negligence on your part in handling a self-exclusion request.

I trust that Spinanga, as a licensed operator, will take the appropriate steps to resolve this matter swiftly and in accordance with industry regulations. I know Casino Guru has handled similar situations before and has extensive experience dealing with responsible gambling issues. Your involvement would mean a lot to me.

Thank you again.

Thank you very much, rok1rok, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear rok1rok,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Dear all,

We are sorry for the inconvenience.

Kindly note the player's account was closed. We forwarded details of the case to the relevant team.

We appreciate your understanding.

King regards,

Spinanga Team

Dear Spinanga Casino Team,

I have not received any information regarding the case, neither via message nor email. Could you please forward all relevant details to my email address: jozef.k@casino.guru?

Thank you in advance.

Hello Jozef, I would like to inform you that Casino contacted me yesterday and agreed to refund. I sent them the details but now waiting to get this refund to my bank account. I would like to keep this open until refund is complete if you agree?

Issue resolved. Casino agreed to close my account permanently and refund was successful.

Thank you casino guru team for help and spinanga casino for fairplay.

Dear all,

rok1rok , thank you for your message.

We appreciate your cooperation and understanding throughout the process.

Best regards,

Spinanga Team

Dear rok1rok,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards, Jozef

Casino.Guru

We’ve reopened this complaint as per the casino's request.

Dear rok1rok,

Thank you very much for contacting us again and for providing the supporting evidence.

Since this complaint had previously been resolved based on the confirmation that your account was permanently closed and the refund had been processed successfully, we have decided to reopen the case in order to investigate the new circumstances you have described.

From the information provided so far, it appears that despite the previous responsible gambling closure, the casino may have contacted you again afterwards through promotional communication, including bonus offers and a VIP invitation. We understand your concerns regarding player protection measures and we would therefore like to review the timeline and surrounding circumstances carefully.

Before we proceed further, could you please confirm whether the timeline below is correct:

• 18 June 2025: You informed the casino about your gambling problem (GP).
• 18 June 2025: The casino confirmed that your balance would be voided and account closed.
• 29 March – 8 April 2026: You received promotional bonus SMS messages from the casino.
• 7 April 2026: A €7 bonus was credited to your account.
• 9 April 2026: The casino informed you that your account had been closed again.
• 9 April 2026: You replied that the issue was that the account should never have been reopened in the first place.
• 13 April 2026: The casino confirmed that the account was closed and would never be reopened again.
• 15 April 2026: You received a VIP invitation from the casino.

Additionally, could you please clarify:

• When exactly was your account reopened?
• How much money did you deposit after the reopening of the account?

Once we receive your confirmation, we will proceed with the investigation and contact the casino for their statement.

Thank you very much in advance for your cooperation.

Thank you for the detailed timeline. I confirm it is fairly accurate with few missing details. Spinanga and I made a signed settlement around June 25 – July 5, 2025. That settlement included a permanent closure of the account as they were strongly informed about my gambling situation.

However, I would like to add a few critical details regarding their aggressive tactics:

• Free Money Bait: During the period my account was reopened, they credited me not only with €7 but also €50 in "free money" bonus to my account. I want to emphasize that I only played through this €50 bonus after I had already contacted their Live Chat support multiple times to inform them that my account should never have been active in the first place. Despite my clear warnings and pleas to close the account due to my addiction, and their failure the casino failed to act, and only then did the temptation become too much to resist. I admit that as a recovering addict, I succumbed to the urge, but this only happened because of the casino's direct failure to respond to my immediate requests for protection.

• Special bonuses: During this time, I received numerous emails offering 150%+ bonuses and low wagering requirements. Unfortunately, I don't have these specific emails because I deleted them immediately to remove the temptation and protect my recovery. The casino should have these logs in their system.

• Unacceptable Excuses: I fully expect the casino to claim this was a "technical error," as they have mentioned in previous correspondence. However, I find this excuse completely unacceptable. It is impossible to justify a "technical error" when, only two days after they officially confirmed (again) that my account was closed, they sent yet another Private VIP Invitation. This shows a persistent and intentional failure of their internal systems.

• Timeline clarification: I cannot provide the exact date the account was first reopened, but I assume it was when the SMS promotions started, around March 29, 2026. I only started saving evidence when the harassment became unbearable.

Despite the intense pressure and the VIP invitation, I am proud to say I did not make any new deposits. The casino didn't just "leave the door open"; they actively tried to pull me back in with free money and VIP specials, knowing full well my history from the 2025 settlement. This was a direct "hit" on my abstinence.

I am ready for you to proceed with the investigation and hold the operator accountable for these predatory actions.

Best regards,

Rok

Thank you very much for your detailed clarification and for confirming the additional circumstances surrounding the reopening of your account.

I also appreciate your honesty regarding the situation and your confirmation that you did not make any new deposits after the account was reactivated. This is an important point for our assessment.

Given this, the focus of our investigation will now primarily be on the responsible gambling and player protection practices of the casino, rather than on requesting a specific refund amount. In particular, we will review the circumstances surrounding:

• the reopening/reactivation of an account previously permanently closed due to gambling addiction,
• the sending of promotional communication and VIP invitations,
• and the crediting of free bonus funds despite the previous settlement and responsible gambling closure.

We will now proceed to contact the casino and request their detailed statement regarding these practices and the timeline of events.

Thank you again for your cooperation and for providing all the supporting information.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@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.

Dear rok1rok,

It is a pleasure to e-meet you. My name is Kubo, and I will be taking over the handling of your complaint from this point forward.

If there have been any updates or new developments since your last communication, please feel free to share them with me. Your insights are invaluable in resolving this matter effectively.

As part of our standard procedure, I would like to invite a representative from Spinanga Casino to join this discussion. Their involvement will facilitate a more efficient and smooth resolution of your case.

Dear Spinanga Casino,

I kindly request a comprehensive explanation regarding this case, specifically addressing the reasons for the reopening of the player's account - which was previously closed due to a gambling problem in accordance with your self-exclusion policy. It is also important to clarify why the player has been permitted to deposit and play at your casino, as well as the continued marketing communications.

Your detailed response will be crucial in ensuring a fair, responsible, and transparent resolution of this situation.

Thank you in advance for your cooperation and timely response.

Best regards,

Kubo

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,

Please accept our apologies regarding the promotional offers the player has recently received via email.

Due to a technical error, automated CRM offer messages were sent to the player despite the account status.

We have identified that while the offer was distributed, the ability to deposit remained restricted in full accordance with the previous account closure.

We can confirm that all available account restrictions have been successfully implemented on the player's profile.

We appreciate your patience and understanding.

Best Regards,

Spinanga Casino Team

Dear Kubo and Spinanga Team,

I closely read the casino's response, and I must strongly object to their statements. They are trying to dismiss a severe breach of a legally binding agreement as a simple automated glitch.

1. Breaching a Signed Settlement is NOT a "Technical Error": The casino and I signed an official settlement less than a year ago (Case #3) specifically to guarantee the permanent closure of my account due to my severe gambling addiction. Using the "technical error" excuse for a second time after a signed agreement is completely unacceptable and shows a systematic disregard for player safety and mediated settlements.
2. The account was fully active for gambling: The casino claims my ability to deposit was restricted, which is a convenient defense now because I managed to resist making a deposit. However, they completely omit that my account was active enough to log in, access the lobby, and play through a €50 "free money" bonus, along with a €7 bonus. For a recovering addict, being handed free money to gamble with means the system failed completely. I highly doubt the deposit cashier was "magically" the only restricted feature on a profile that was fully functional for high-roller bonuses and wagering.
3. The VIP Invitation proves intent, not a glitch: Receiving a direct, premium Private VIP Invitation on April 15th—just 2 days after their team manually confirmed my account was closed forever—proves that their VIP department actively targeted me. This cannot be blamed on an automated CRM email.

In my opinion casino only feels safe making this statement because, by sheer luck and my own immense willpower, a financial deposit did not happen. However, the psychological distress and the direct threat to my recovery and relapse caused by their predatory actions are very real.

Given that this is a repeated violation of a signed settlement, a simple apology is not enough. I expect the casino to make reasonable resolution for the damage caused.

Best regards,

Rok

Hello rok1rok,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear rok1rok,

I understand your frustration and your point of view.

However, we are unable to quantify psychological harm as a monetary amount. I understand and agree that situations like this should not happen. Casinos should take proper care of players who have self-excluded, meaning no promotional offers should be sent and no accounts should remain accessible.

Nevertheless, in this case, no financial damage occurred, as the only funds involved were bonus funds provided by the casino. Regarding the deposits, the important fact is that they were not made. Whether this was because they were restricted by the system due to responsible gambling measures or because of your own willpower does not change our assessment, as we are unable to push the casino to pay an amount that is not eligible for a refund.

For these reasons, I must unfortunately reject your complaint. While we understand your claim and agree that the casino’s actions were not appropriate, from our perspective, there are no grounds for requesting a refund.

Thank you for your understanding, and I am sorry we could not provide a more favorable resolution. If you encounter any other issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo