The player from Spain requested self-exclusion from the casino on June 10, 2026, due to gambling addiction, but her account remains open and she continues to receive advertising. She has deposited 710 euros and has 500 euros pending for withdrawal.
Spinanga Casino - Player’s self-exclusion request is ignored.
Opened
Current status
Waiting for player to reply
5d 16h 2m 1s
Spinanga Casino
Safety Index 8.3 HighCase summary
Discussion
Public
Public
3 days ago
Translation
I sent an email to the casino requesting self-exclusion on June 10, 2026, and since then they haven't closed the account and they continue to send me advertising.
Since then I have deposited 710 euros and have 500 euros in withdrawal.
The text I sent: I am writing to inform you that I wish to be immediately excluded from this casino and from receiving any advertising material related to gambling for a minimum period of life.
The reason that preceded my decision is gambling addiction.
I acknowledge that I will not be allowed to revoke my self-exclusion during this period and that the self-exclusion cannot be lifted before the agreed period ends.
They contacted me to confirm my decision. I confirmed it, and yet the account remains open.
Please, I would like your help.
Automatic translation:
Public
Public
yesterday
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.
Public
Public
yesterday
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?
- Could you please share the communication in which you informed the casino about your gambling issues, including the communication that followed? Please share the information with timestamps if available, to my email at tomas@casino.guru
- When was 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
