Spinch Casino - Player's account closure request is ignored.

Dispute Summary:

Violation: I, G. P., am a customer of Spinch Casino. I intentionally and repeatedly contacted my VIP manager, L., to self-exclude from the casino due to gaming control issues.

Manager's Actions and Manipulation: VIP manager L. ignored my direct request to self-exclude and instead actively discouraged me from doing so. He used manipulative tactics, claiming that a "big win was just around the corner" and encouraging me to continue playing.

Consequences: Due to this manipulation, I was unable to self-exclude and continued playing, resulting in a loss of $1,940 yesterday and today. These losses were a direct consequence of the casino's breach of its responsible gaming obligations. Legal basis: According to the terms of the Curacao eGaming license (which regulates Spinch Casino), the operator is obligated to immediately provide a self-exclusion option upon a player's request. VIP manager L.'s actions constitute a flagrant violation of this obligation.

Demand: I demand a full refund of $1,940 in lost funds (as direct losses incurred after the unlawful denial of self-exclusion) and the immediate blocking of my account (self-exclusion).

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Dear pipiag680,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino ,along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hello, thank you for taking on my case. I want to tell you about my situation. I wanted to delete my account many times, and each time he tried to talk me out of it by manipulating bonus gifts. In the screenshots, you can see him telling me that (victory is just around the corner). I felt like I was having problems with the game and asked if he could delete my account; I didn't want to cool down or set limits. Then I got carried away and played about $1,940 and $160 before that and lost. Then I got carried away and asked for bonuses. One day, I realized that because of him, I lost all my money. I contacted him and you. After I contacted them, they credited me with a $115 cashback, but I don't touch it because I don't want to play.

I asked in a conversation whether my manager could delete my account, and whether I said before or after that I didn't want to play anymore. I think this is enough to understand that a person is addicted and facing a problem. By the way, I asked other casinos to delete me, and they did so immediately, and they deleted me permanently. All the casinos did this at my request except Spinch Casino. I ask for help in returning the money and finding justice, since a player is always vulnerable to casinos. Thank you.

Hello 👋 I emailed you a couple of days ago and sent screenshots. I haven't received a response. I'd like to hear from you. Should I wait for a response? Or should I file a complaint directly with the relevant authorities? For me, this isn't a large sum; it's a matter of justice, and I want to protect my rights, among other things. Many players are victims of such manipulation in many casinos, and accordingly, we players should be protected from such manipulation and tricks. Thank you, and I await your response.

Thank you for your emails. I have reviewed the conversations you provided and noticed that you did not mention gambling addiction or gambling-related problems in your account closure requests. Please note that we can only assist players who request a refund after the casino fails to close their account despite having explicitly mentioned gambling addiction as the reason for the closure.

When applying for self-exclusion, it’s important to clearly state the reason for your request and specify the exact duration of the exclusion. I also recommend marking the email subject line clearly so that the casino’s support team can identify and process your request more quickly.

Additionally, please always keep a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof can be extremely helpful in the event of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

Message:

"Greetings Spinch Casino,

I’m writing to inform you that I wish to exclude myself immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of [xxx months/years/lifetime].

The reason for my decision is gambling addiction.

I understand that I will not be allowed to rescind my self-exclusion during this period, and it cannot be lifted before the end of the agreed duration."

If your account is still open, please complete the template above, send it to the casino, and add my email address in CC.

Hello, if you're writing to me asking if my account is closed, that means you haven't looked at the emails I sent you, as I informed you that after requesting a refund, they closed my account some time later. I'd like to point out that I've been waiting a week for your response. Regarding my gambling addiction, I requested that my account be deleted! If I asked for this and then gave a reason, then everything was perfectly clear to them! I get the impression that you don't want to help, but rather want to protect the casino. I somehow doubt you even looked at my emails. I'm disappointed with Guru Casino again.

By the way, you're giving me advice after just one week, and you claim to have read my emails. If you had, you'd have noticed that I wrote to you that they deleted my account after I requested a refund. In short, it seems to me that you're in league with the casino. I'll file a lawsuit directly with the gambling regulators and tell them the whole story. I was waiting for your help in vain. I've never been able to resolve a dispute with the casino with your help.

Isn't that enough to close the account? Do I have to swear to them so they'll believe me and close my account? And I've made this request more than once! Let people look at the screenshots and decide whether I'm right or not.

They also withheld $115 from my account when deleting it, since I can't count on you. You can stop considering my complaint, since I understand that you are in league with the casino. All the best to you.

I also wanted to add that you told me how to write to have my account deleted, so now the question is why this isn't written in the casino rules?

Dear pipiag680

Thank you for your messages and for sharing the details of your experience. I understand that this situation has been frustrating for you, and I appreciate the time you took to provide screenshots and explanations.

After carefully reviewing the information you provided, we are unfortunately unable to assist with a refund of your losses. The main reason is that, in your communications with Spinch Casino, the request to self-exclude did not explicitly mention gambling addiction or gambling-related problems at the time of the request.

To clarify: casinos are required to act on explicit self-exclusion requests that clearly indicate gambling-related problems. General account closure requests or expressions of wanting to stop playing without explicitly stating gambling problems do not meet the criteria for responsible gaming interventions that would justify a refund of losses. While your account was eventually closed, the closure itself cannot retroactively justify reimbursing losses incurred prior to the formal self-exclusion request.

I have read all your emails and reviewed the screenshots, but I needed to verify with you that the casino actually closed your account. This step ensures that we have a complete and accurate understanding of the situation before assessing the complaint.

Finally, in response to your question about the guidance I provided: the instructions I shared are a practical template to help players clearly communicate a self-exclusion request due to gambling-related problems. Casinos may not always publish detailed rules on exactly how to phrase such a request, so this guidance ensures your request is understood and processed correctly, helping prevent misunderstandings in the future.

I hope this explanation helps clarify our position and the steps we take to assist players.

Best regards,

Veronika

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