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 Simonsen

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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 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