Spinanga Casino - Player's self-exclusion request is ignored by the casino.

On 26 December 2025, I sent a self-exclusion request to Spinanga via their official support email address, as instructed on their website, to do for requests for self exclusion. The subject line of the email was "Self exclusion", and I clearly stated that I had been gambling too much and requested that my account be closed so that I would not be able to access it in any way.

Despite this, my account remained fully accessible. I was able to continue depositing and gambling for nearly three months, until my last deposit on 16 March 2026.

During this period, I also continued receiving marketing emails with bonus offers, and communication from VIP managers encouraging me to deposit and continue gambling.

As a result, I incurred losses of approximately 9000 NOK after submitting my self-exclusion request.

The casino now claims that they never received my email and states that the only closure request was made on 17 March 2026, which they processed immediately. However, the email was sent to their official support address on Dec 26, and did not bounce. The failure to process this request indicates a breakdown in their responsible gambling procedures.

Additionally, the casino has rejected my refund request by referring to their Terms and Conditions stating that no refunds are possible after bets are placed. I believe this is not applicable in this situation, as this case concerns a failure to act on a self-exclusion request.

I can provide the following evidence:

•Screenshot of my self-exclusion email sent on 26 December 2025.

•Marketing emails received after that date.

•VIP manager communications encouraging deposits.

•Deposit history showing continued gambling after the request.

I believe the casino failed to act on a clear self-exclusion request and continued to allow and encourage gambling activity, which resulted in financial losses.

I am requesting a refund of losses incurred after 26 December 2025.

Best regards,

Anita *****

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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 I can better understand the situation.

• Have you expressed any gambling issues or trouble controlling your gambling to the casino at any time?
• After you learned your self-exclusion wasn't processed, have you contacted live chat for assistance?
• Have you unsubscribed from the casino's marketing communication?
• Send any recent emails or chat transcripts regarding the self-exclusion to my email at tomas@casino.guru, or post screenshots here

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

Hi,

Sorry for the late reply. I didn't receive any notice in my email that you had written and were waiting for my replies. Anyway, here they are:

1.Have you expressed any gambling issues or trouble controlling your gambling to the casino at any time?

Answer: No I haven't. Not until I sent them the actual self exclusion request.

2. After you learned your self-exclusion wasn't processed, have you contacted live chat for assistance?

Answer: I contacted them again on March 17, and then my account was closed. Did not contact them between those two times - but that shouldn't matter, concidering the fact that I do have a serious gambling problem, so just taking the step that one day on Dec 26, was extremely difficult for me, but I managed to go through with it. So when I realized my request had been ignored, I struggled for 3 more months until I finally managed to send them another self exclusion request. Had they acted on the first one I sent, as they are obligated to do, I wouldn't have continued gambling there and lost 9000 NOK...

3.Have you unsubscribed from the casino's marketing communication?

Yes, I did that a while before sending the self exlusion request Dec 26.

4. Send any recent emails or chat transcripts regarding the self-exclusion to my email at tomas@casino.guru, or post screenshots here.

Answer: Ok, I will forward the email correspondance I had with Spinanga Support to your email address.

Dear Anita79,

After reviewing your case, I regret to inform you that we cannot proceed with your complaint, as it does not meet the necessary criteria for resolution.

It appears that you sent a single email requesting the closure of your account, but continued to play and deposit funds while waiting for the casino to act. Additionally, there was no follow-up communication or use of alternative channels available at the casino to ensure your request was properly addressed.

We believe that in such cases, players should take proactive steps, including following up on their initial request or utilizing other communication methods if the casino has not responded. Simply relying on one communication without further effort cannot be considered due diligence on the player's part.

If you consider yourself a vulnerable individual in need of protection and have an account open in an online casino, I recommend you contact casino support via email with a self-exclusion request using the template below.

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 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."

Regarding the marketing communication, as advised via email earlier, make sure to unsubscribe from any such correspondence. Without the evidence of previous gambling issues at the casino, we are unable to pursue the issue further.

Please let me know if there is any information I haven't considered or overlooked; otherwise, the complaint will be closed.

Looking forward to your reply.

Dear Anita79,

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