Spinanga Casino - Player’s self-exclusion request was ignored.

Dear Casino Guru Team,

I would like to submit a complaint against Spinanga Casino regarding a

serious violation of responsible gambling rules and their own terms and

conditions.

I explicitly requested a permanent self-exclusion from my account due to

personal reasons and to protect myself from further gambling. Despite

this request:

My account was not properly closed

I was still able to log in and gamble

I continued to receive promotional emails and offers

As a direct result of this failure, I continued gambling and lost

approximately €1,415, which could have been prevented if the casino had

acted responsibly and enforced my self-exclusion request.

According to responsible gambling standards, once a player requests

self-exclusion, the casino must:

Immediately restrict access to the account

Stop sending promotional communications

Prevent further deposits and gameplay

Spinanga failed on all of the above.

I believe this is a serious breach of their duty of care and responsible

gambling obligations. I kindly request your assistance in reviewing this

case and helping me obtain a fair resolution, including a refund of the

losses incurred after my self-exclusion request.

I can provide all relevant evidence (emails, account history,

promotional messages) upon request.

Thank you in advance for your help.

Kind regards,

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 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? Please share the information with timestamps if available, including the responses from the casino, 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?

If your account is currently not blocked, as the next step, I recommend you request a new self-exclusion via email at support@spinanga.com, 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

Καλημςρα. Ο λογαριασμός ειναι ακομα ανοιχτός και εκανα άλλη μια κατάθεση σημερα.

Θελω να σημειώσω οτι είχα κάνει αίτημα οριστικός κλεισίματος του λογαριασμού μου στις 3/02/2026.

Μου έκλεισαν τον λογαριασμό και τον ξανα άνοιξαν στις αρχές Μαρτίου.

Τον Μάρτιο τους έστειλα ξανά μήνυμα ζητώντας το οριστικό κλείσιμο τοτ λογαριασμού.

Σας αποστέλλω στο email tomas@casino.guru την αλληλογραφία μεταξύ εμου και του καζίνου .

Δεν εχω μιλήσει εκ νέου με το καζινο καθώς όπως θα δείτε και από τα email απλά ειμαι ενα φαύλος κύκλος όπου μου στέλνουν προσφορές και καθυστερούν να κλείσουν τον λογαριασμό.

Thanks for your patience.

I went over the information you shared. We can only ask the casino for a refund of lost funds if you informed the casino of your gambling issues. Based on the communication you provided, there was no disclosure of gambling issues at any point to the casino. If there is any communication you haven't shared with me so far, kindly send it to my email at tomas@casino.guru

Kindly confirm you sent a new self-exclusion request as I suggested earlier, and keep me informed about the status of your account.

Looking forward to your reply.

I clearly requested permanent account closure without possibility to reopened , not temporary restriction.

This request does not require me to declare a gambling addiction.

Your failure to close my account allowed me to continue gambling and incur losses.

Additionally, you continued sending me promotional emails after my request, which is a clear violation of responsible marketing practices.

Regardless of whether this is classified as self-exclusion or account closure, you failed to act on a clear instruction to permanently close my account.

I would like this case to be reviewed accordingly.

Also the money that has been gambled have increased.

Thanks in advance for your help.

Thanks for sharing your point of view.

We may only intervene in asking the casino to return deposits already used for gambling in certain circumstances, which haven't been met in your case, since we couldn't conclude that the casino should have protected you. When no disclosure of gambling issues is proven, from our perspective, the player is responsible for their spending in the casino.

Please let me know if your account is currently closed, and whether there is anything else we might assist you with.

Looking forward to your reply.

Dear Doulgos,

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