Spinanga Casino - Player's account remains active despite closure request.

I am filing this complaint against Spinanga Casino for repeatedly failing to honour my self-exclusion and account closure requests, resulting in continued financial losses over a period of more than 8 months.

Timeline of events:

On 11 August 2025 at 01:09, I emailed support@spinanga.com requesting permanent account closure. I stated clearly: "I want you to permanently close my account." When asked why, I replied: "I dont want to play on this site anymore, have lost enough." I followed up the same morning asking again for closure. No confirmation of closure was ever provided.

On 1 October 2025, I again requested self-exclusion and permanent closure (referenced in subsequent emails).

On 13 December 2025, I emailed again noting that despite multiple requests since August, the account was still active. I warned that allowing continued deposits after a closure request breached their responsible gambling obligations, and stated I would pursue a formal dispute through my bank if the issue was not resolved.

On 22 December 2025, I sent a formal self-exclusion request, explicitly requesting: (1) permanent account closure, (2) self-exclusion from all gambling services, and (3) removal of my personal data from marketing. Spinanga (Daphne) asked me to confirm I understood my balance would be voided. I confirmed. At 23:31 on 22 December, Spinanga confirmed the account was closed.

On 23 December 2025, in a separate email thread, Spinanga (Sami) also confirmed account closure.

Despite TWO written confirmations of closure, on 19 March 2026, Spinanga sent me a VIP promotional email from "Jorge," offering me a 50% deposit bonus and assigning me a "personal assistant." When I replied that I had self-excluded and demanded they stop contacting me, Jorge responded dismissively and it became clear my account had NOT actually been closed. Jorge's only response was "We work on it."

As of today (17 April 2026), my Spinanga account remains active with a balance of 0.90 kr. I can still log in and view my transaction history.

Financial losses:

My payment history shows completed deposits totalling approximately 14,772.73 kr (NOK) made after my first closure request on 11 August 2025, across 31 transactions:

- 11.08.2025 (after closure request): 600 kr

- 11-13.12.2025: 9,165 kr (16 deposits via Apple Pay, Visa, Mastercard, Cash)

- 13-17.04.2026: 5,007.73 kr (14 deposits via USDT ERC20 and Cash)

My current balance is 0.90 kr, meaning virtually all deposited funds were lost.

Evidence attached:

1. Email thread from 11.08.2025 showing initial closure request and follow-ups (6 emails)

2. Email thread from 22.12.2025 showing formal self-exclusion request and two confirmations of closure

3. Email thread from 19.03.2026 showing VIP promotional email sent to a self-excluded player, and Spinanga's admission the account was not closed

4. Screenshot of full payment history from Spinanga showing all deposits from 11.08.2025 to 17.04.2026, with the account still active

5. Detailed deposit list with all transaction IDs, dates, and amounts

What I am requesting:

A full refund of all deposits made after my first account closure request on 11 August 2025, totalling approximately 14,772.73 kr (NOK). These deposits should never have been possible. Spinanga had a clear obligation to close my account upon request and failed to do so despite multiple requests over 8 months, two written confirmations of closure, and a formal self-exclusion request citing responsible gambling concerns.

I also request that my account be permanently and verifiably closed, and that all marketing communications cease immediately.

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Stay safe.

Hello,

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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you disclosed any gambling issues to the casino at any point?
• When was the last time the casino allowed you to deposit?
• Have you manually unsubscribed from the casino's marketing communication by choosing the 'Unsubscribe' option in any of the the ads sent you via email?

If your account is currently not blocked, as the next step, I recommend you request a new self-exclusion requrest via email at , and at the same time, include me in the copy of the email at tomas@casino.guru

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."

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