Spinanga Casino - Player's account was reopened.

Dear Casino Guru Team,

I would like to submit a complaint regarding Spinanga Casino due to a serious failure to enforce my self-exclusion.

I had successfully made self-exclusion,for reasons of gambling addiction, on 23/05/2025. Despite this, on 30/04/2026 I received a promotional email from the casino. Following this, I was able to access my account again and resume gambling.

As a result, I made deposits and incurred losses totaling approximately €1,900 after my self-exclusion had already been in place.

This raises serious concerns, as self-exclusion should prevent both account access and the receipt of promotional communications.

My complaint is not related to normal gameplay, but to the casino’s failure to enforce responsible gambling measures that should have prevented any further activity on my account.

I am asking your help.

Thank you.

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Dear c_min,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy, and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@spinanga.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do you currently have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina

Dear kristina,

Thank you for responding.I sent the relevant information to your mail.

Dear c_min,

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, 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.

Kind regards,

Kristina

Dear c_min,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Spinanga Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Spinanga Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account - previously closed due to a gambling problem in accordance with your self-exclusion policy - was reopened, allowing the player to deposit and play at your casino?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear all,

thank you for reaching out to us.

We have checked the case and we’re sorry for the technical issue that happened from our side.

We can confirm that the account is currently permanently closed.

All email and SMS communication has been successfully interrupted.

As a gesture of goodwill, we are happy to return your deposited amount -1900 EUR

To proceed with the refund, kindly provide us with your bank details - here, to support@spinanga.com or to complaints@spinanga.com

Once we receive this information, we will inform you of the next steps accordingly.

In order for us to proceed with your request you will need to send us the following bank account information:

Full Name (please include all names including middle names)

E-mail

Bank Account’s Owner name

IBAN/Account no.

Bank Name

Bank location (Country)

SWIFT/BIC

If you have any additional questions don't hesitate to contact us.

Best regards,

Team Spinanga

I sent the bank details

Dear c_min,

Kindly let me know once you have received the refund.

Thank you.

It's been nearly a week and nothing has happened yet

Dear all,

we just wanted to let you know that we have gathered customer's bank details and sent them to our relevant department to further check them and proceed with the refund. We apologize for the delay.

Once there is update you will be informed accordingly. Thank you for the understanding!

Best Regards,

Team Spinanga

Dear Spinanga Casino,

Another week has passed. Could you please provide an update on the current situation and advise when the player can expect his refund to be released?

Thank you.