The player from France had repeatedly requested permanent self-exclusion from Spinanga, but his account remained active, resulting in approximately €10,200 in losses. He did not receive responses to his formal communications and sought a full refund of his deposits made after his self-exclusion request. We attempted to assist by requesting further information and advising on proper self-exclusion procedures, but due to the player's lack of response to our inquiries and reminders, the complaint was closed for the moment. The player could reopen the complaint if he chose to resume communication.
Spinanga Casino - Player suffers losses due to unprocessed self-exclusion.
Closed
Our verdict
Player stopped responding
Amount: €10,200
Spinanga Casino
Safety Index 8.2 HighCase summary
Discussion
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1 month ago
Translation
From late 2025/early 2026 until today, I have submitted several requests for permanent self-exclusion to Spinanga. My account was never closed, remained fully accessible, and the casino continued to send me promotional emails after my requests. This directly encouraged me to continue depositing money. I lost approximately €10,200 in real money deposits (100% own funds, no bonuses) on an account that should have been permanently closed. Spinanga has not responded to any of my formal emails or chat messages. I have all the evidence: self-exclusion requests, promotional emails received after these requests, deposit history, and all unanswered correspondence. I request a full refund of all deposits made after my first self-exclusion request.
Automatic translation:
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1 month ago
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.
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1 month ago
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, to my email at tomas@casino.guru
- Have you contacted the casino via live chat after you learned your requests weren't processed?
- Were your requests acknowledged? Were ticket numbers assigned to your requests?
- Have you unsubscribed from the casino's marketing communication?
- 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 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
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4 weeks ago
Dear Alcaa55,
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.
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3 weeks ago
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
