Spinfin Casino - Player requests assistance due to delayed withdrawals.

Sehr geehrtes Casino Guru Team,

ich möchte eine Beschwerde gegen Spinfin einreichen und bitte um Unterstützung bei der Klärung meines Falls.

Ich habe bei Spinfin insgesamt 1.102 € eingezahlt und keinerlei Auszahlungen erhalten. Nachdem ich den Anbieter kontaktiert und die Rückerstattung meiner Einzahlungen gefordert habe, wurde mein Anliegen zunächst an die zuständige Abteilung weitergeleitet. Inzwischen wurde mir jedoch mitgeteilt, dass eine Rückerstattung nicht erfolgen soll.

Aus meiner Sicht bestehen erhebliche Zweifel an der Rechtmäßigkeit des Angebots gegenüber deutschen Spielern. Aus diesem Grund habe ich versucht, eine außergerichtliche Lösung mit dem Anbieter zu finden und habe mehrfach höflich und kooperativ Kontakt aufgenommen.

Die Kommunikation verlief wie folgt:

Ich habe eine Rückerstattung meiner Einzahlungen verlangt.

Spinfin teilte mir mit, dass mein Anliegen geprüft werde.

Die Angelegenheit wurde laut Aussage des Supports an die zuständige Abteilung weitergeleitet.

Eine zufriedenstellende Lösung oder Rückerstattung wurde bislang nicht angeboten.

Ich bitte Casino Guru daher um Prüfung meines Falls und um Vermittlung zwischen mir und dem Betreiber. Gerne stelle ich auf Wunsch die vollständige E-Mail-Korrespondenz sowie Nachweise über meine Einzahlungen zur Verfügung. Desweiteren wurde auf meine Anfrage zur Spielersperre wegen Spielsucht keine Reaktion gezeigt. Es wurde nicht durchgeführt. Ich warne hiermit alle Spieler vor diesem Scam-Casino

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

[Redacted]

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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 truly sorry to hear about your issue with Spinfin Casino. However, I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don't use this as an opportunity to later cancel the player's legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize that we investigate further and help only those players whose funds (or winnings) have been confiscated due to being from a restricted country.

In relation to the responsible gaming aspect of the complaint - could you please forward your self-exclusion request? You can reach me via email at attila.g@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Attila

Hallo, ich habe alles per Mail geschickt. Es gab sämtliche Einzahlungen nachdem ich angefragt hatte zur Sperre wegen Spielsucht

viele Dank

Hallo, nun wurde mir der Kontozugriff gesperrt, nachdem ich von einem Vertreter des Casinos angeschrieben wurde um Verifizierungsdaten zu senden.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello ydecker0011,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Spinfin Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us?

The player has provided evidence showing that he explicitly requested account closure because of gambling addiction on 10 July 2026. Although your support acknowledged his request, it seems the account was not closed while further permanent-exclusion requests followed and deposits apparently remained possible.

Could you please provide the complete transaction history from 10 July until the eventual restriction? You can send the records privately to me at martin.l@casino.guru.

Thank you in advance for providing us with your view of the issue.

Dear Martin and ydecker0011,

Thank you for your patience while we reviewed the full correspondence and account history relating to this case.

Based on our review of the chat and email correspondence, we would like to clarify the sequence of events as follows:

The player's first contact regarding account closure was made on 11 July 2026, when he reached out to us about a gambling-related concern. At that point, our team responded the same day, on 11 July, offering the standard responsible gambling options available, including a cooling-off period, temporary account breaks, and deposit limits, in line with our responsible gambling procedures.

Following this, on 11 July, the player instead stated he had not noticed any VIP benefits. In response, on 11 July he requested bonus to be added, after his request €40 cash back was credited to his account.

after this, the player also requested a no-deposit bonus, adding that otherwise he would like his account blocked. Our team responded again offering a cooling-off period and encouraging the player to take a break from the platform.

In response, on 12 July, the player stated:

"No, I want a no-deposit bonus. Or I want my cash back for sports betting or casino tomorrow. You can credit it to me today, then I'll have another chance to win something and can reconsider the block."

This response is the reason the account remained open at that time, as the player himself indicated he wished to continue playing rather than proceed with closure.

The player's clear and explicit request for account closure was subsequently made on 21 July 2026, when he stated that he wanted to block his account due to gambling addiction.

The account was closed on 27 August 2026. During the period between the 21 July request and the account closure on 27 August, a deposit of €35 was made.

Given this sequence of events, €35 is the amount we are able to offer the player as a refund in relation to this matter.

Kind regards,

Spinfin Casino Support Team

Sehr geehrte Damen und Herren,

ich kann Ihrer Darstellung nicht zustimmen.

Bereits am 10./11.07.2026 habe ich ausdrücklich die Sperrung meines Kontos wegen Spielsucht verlangt. Eine Mitteilung über Spielsucht verliert nicht dadurch ihre Bedeutung, dass ein betroffener Spieler anschließend noch versucht weiterzuspielen oder nach Boni fragt. Genau dieses widersprüchliche Verhalten ist bei einer Glücksspielsucht nicht ungewöhnlich.

Darüber hinaus habe ich am 16.07.2026 erneut ausdrücklich geschrieben: „Bitte sperren Sie mein Konto wegen Spielsucht." Auf diese Nachricht gehen Sie in Ihrer Stellungnahme überhaupt nicht ein.

Ich bitte daher um Erklärung, weshalb weder meine erste noch meine erneute Sperranfrage vom 16.07.2026 als wirksamer Selbstausschluss gewertet wurden und warum Sie den maßgeblichen Zeitpunkt stattdessen auf den 21.07.2026 legen.

Anbei nochmal der Screenshot auf die Sperranfragen vom 10.07 (nicht 11.07)

und 16.07 (nicht 21.07).

ydecker0011,

Thank you for your message and for sharing the additional screenshots.

Regarding the date discrepancy: we have checked the correspondence you referenced, and while the message was sent on your end on 10 July, it was received and logged in our system on 11 July, which is why our earlier summary referenced that date. We acknowledge this small timing difference and do not dispute that your initial request was raised around this time.

In that same correspondence, our team responded by offering the responsible gambling tools available at that stage, including deposit limits and a cooling-off period. In response, you indicated that you wished to receive a bonus and did not want to proceed with closing your account at that time. We take reports of gambling-related concerns seriously, but when a player declines the offered account-closure or cooling-off options and expresses a wish to continue playing, we are not in a position to override the player's own stated decision and close the account against their expressed wishes.

Regarding 16 July, as you have pointed out, we did respond to your message that day by again offering the full range of responsible gambling options: temporary gaming break, deposit limits, cooling-off periods, permanent self-exclusion, and additional account restrictions.

Following this, you subsequently confirmed that you wanted the account closed, which is reflected in your message of 22 July. As this was the point at which a clear and unambiguous closure request was communicated and not followed by any further request to continue playing, we consider 21 July to be the effective date on which the closure request should have been actioned.

We hope this clarifies the sequence of events and the basis for the dates referenced in our earlier summary.

Kind regards,

Spinfin Casino Support Team

Lieber Martin, lieber Spinfin Support,

die Argumentation des Casinos widerspricht jeglichen Grundsätzen des verantwortungsvollen Glücksspiels und den Richtlinien von Casino Guru.

Das Casino gibt hier offen zu, dass ich am 10./11. Juli und am 16. Juli die Schließung wegen Spielsuchtgefordert habe. Die Behauptung des Casinos, man könne ein Konto bei gemeldeter Spielsucht „nicht gegen den Willen des Spielers schließen", wenn dieser danach nach Boni fragt, ist absolut inakzeptabel.

Genau das ist das Wesen einer Suchterkrankung: der zwanghafte Drang, trotz des Willens aufzuhören, weiterzuspielen. Ein Casino hat die strikte Schutzpflicht, ein Konto bei der Meldung von Spielsucht unverzüglich und dauerhaft zu sperren, anstatt den Spieler mit Cashback und Boni weiter zum Spielen zu animieren.

Da das Casino spätestens ab dem 11. Juli nachweislich von meiner Spielsucht wusste, ist es für alle danach entstandenen Verluste haftbar. Ich bitte Martin nun um seine abschließende Einschätzung zu diesem Fall.

Im Anhang finden sie die Eingangsbestätigung der Mails bei dem Casino.

Zu behaupten, dass die Mails erst deutlich später eingetroffen sind ist eine dreiste Lüge.

Dear parties,

thank you both for offering us your respective points of view.

To clarify and finalize the timeline, I need to review the casino’s complete response to the player’s self-exclusion request of 16 July.

Dear ydecker0011,

please forward the response you received from the casino that day, preferably as an original email file.

Dear casino representative,

if possible, please also provide the response sent on 16 July, including its full wording and timestamp.

The records may be sent privately to me at martin.l@casino.guru.

Lieber Martin,

unabhängig von der Diskussion über den 16.07. möchte ich noch einmal auf meine ursprüngliche Nachricht vom 10.07.2026 hinweisen.

In dieser E-Mail habe ich ausdrücklich geschrieben:

„Bitte sperren sie mein Konto wegen Spielsucht. Entfernen sie alle meine Daten und sperren sie mich auch bei Partnercasinos. Setzen sie mich bitte auf die Blacklist des ganzen Casino Konstrukts damit ich nirgendwo mehr ein Konto erstellen kann."

Aus meiner Sicht lässt diese Formulierung keinerlei Interpretationsspielraum offen. Ich habe weder nach einem Einzahlungslimit noch nach einer Spielpause gefragt, sondern ausdrücklich die dauerhafte Sperrung meines Kontos wegen Spielsucht verlangt und sogar darum gebeten, mich konzernweit zu sperren.

Das Casino war damit spätestens ab diesem Zeitpunkt über meine Spielsucht informiert. Dass ich als spielsüchtiger Spieler anschließend weiterhin versucht habe zu spielen oder nach Boni gefragt habe, ändert aus meiner Sicht nichts an der Eindeutigkeit dieser Mitteilung. Gerade bei einer Suchterkrankung ist widersprüchliches Verhalten leider typisch und sollte nicht dazu führen, dass eine ausdrückliche Sperranfrage unbeachtet bleibt.

Ich bitte daher bei der Bewertung des Falls insbesondere zu berücksichtigen, dass bereits die Nachricht vom 10.07. eine klare und unmissverständliche Meldung einer Spielsucht sowie einen ausdrücklichen Wunsch nach dauerhafter Sperrung enthielt.Hier nun auch die Screenshots nochmal für alle, die ich ihnen per Mail gesendet habe, die ausdrücklich belegen, dass meine Mail vom 16.07 erst am 22.07 beantwortet wurde.

Vielen Dank.

Dear ydecker0011,

thank you for your continued cooperation.

Dear casino representative,

Thank you for your explanation. Having reviewed the complete timeline, I do not believe the player’s later request for a bonus cancelled his original self-exclusion request.

The initial message clearly requested account blocking because of gambling addiction and even asked for exclusion across the wider casino group. Once this information was received, the player’s subsequent contradictory behavior should not have been treated as a safe withdrawal of that request. In my view, continuing to offer responsible-gambling alternatives and allowing further play defeated the purpose of the protection he had requested. The later request of 16 July further confirms that the player still wanted to be excluded, but it does not replace the original request.

Allowing a reasonable period for the initial request to be processed, the submitted transaction history shows subsequent deposits of €90, €200, €80 and €35, producing a total eligible net loss of €405. The earlier deposits are not being included.

I therefore ask Spinfin Casino to reconsider its position and refund €405 rather than €35. If your records show any withdrawals or another reason why this calculation is inaccurate, please provide the complete transaction history for review.

Hello Martin and ydecker0011,

Thank you for your assessment and for the time taken to review the timeline.

We would like to clarify our position. On the request made on 10 July, the player himself indicated that he did not want the account to be closed. In the same correspondence he asked for a bonus and said he wanted his VIP level to be retained. We offered responsible gambling options at that stage, including a cooling-off period, temporary breaks and deposit limits. As the player's own stated wishes were to keep playing and keep his VIP status, we were not able to disregard them, and so we are not able to treat that date as a self-exclusion request.

The player's request for closure was made on 16 July. After that request, the deposits made were €200, €80 and €35, which total €315. The €90 deposit was made before this request, so it falls outside the eligible amount.

On this basis, and as a goodwill gesture, we are prepared to offer the player a refund of €315. Please note that no other funds will be offered from our side.

Kind regards,

Spinfin Casino Support Team

Hallo zusammen,

ich möchte klarstellen, dass ich zu keinem Zeitpunkt erklärt habe, keine Sperrung zu wünschen oder meine Sperranfrage zurückzunehmen.

Meine Nachricht vom 10.07. enthielt ausdrücklich die Bitte um eine dauerhafte Sperrung wegen Spielsucht sowie um einen Ausschluss aus der gesamten Casinogruppe. Spätere Bonusanfragen mögen widersprüchlich gewesen sein, stellen jedoch aus meiner Sicht keine ausdrückliche Rücknahme dieser Sperranfrage dar.

Ich schließe mich daher der Einschätzung von Martin an, wonach meine ursprüngliche Sperranfrage wirksam war und die späteren Bonusanfragen diese nicht aufgehoben haben.

Vor diesem Hintergrund bitte ich Spinfin, der Empfehlung von Casino Guru zu folgen und die vorgeschlagene Erstattung in Höhe von 405 € vorzunehmen, damit der Fall einvernehmlich und für alle Beteiligten zufriedenstellend abgeschlossen werden kann.

Vielen Dank.

Mit freundlichen Grüßen

Dear casino representative,

thank you for your response.

Could you please provide the complete correspondence from 10th and 12th July, including the player’s bonus requests and your responses? Please send it privately to me at martin.l@casino.guru.

I would like to review the full exchange to understand the context of the statements quoted in your replies.

Nevertheless, our general position remains as previously explained: a clear request for exclusion because of gambling addiction should trigger protective action, and subsequent requests for bonuses should not, by themselves, be treated as cancelling that request.

I would like to consider the complete correspondence before concluding this complaint.

Hallo Martin,

ich habe dir den kompletten Chatverlauf weitergeleitet.

Viele Grüße

Dear parties,

Thank you for your cooperation. Having reviewed the complete correspondence, I believe it strengthens the player’s position and supports my assessment of a €405 refund.

Although Spinfin offered responsible-gambling tools, the same response also highlighted the VIP program if the account remained open. Cashback and a deposit bonus were then promptly offered. In my view, this undermined the protection requested after the player explicitly disclosed gambling addiction.

Nevertheless, in case the casino refuses to pay €405, would both parties be willing to agree to the offered €315 refund as a partial settlement? This would be voluntary and would not change my assessment of the full eligible amount.

If agreed and receipt is confirmed, I would propose closing the complaint as partially resolved, with the remaining €90 reflected in the complaint’s impact on the casino’s Safety Index, subject to internal review.

Hallo Martin,

vielen Dank für Ihre erneute Prüfung des vollständigen Schriftverkehrs und Ihre Einschätzung.

Bevor ich mich zu einer möglichen Teilzahlung äußere, würde ich zunächst gerne die Stellungnahme von Spinfin zu Ihrem Vorschlag abwarten.

Vielen Dank.

Mit freundlichen Grüßen

Hello Martin,

Thank you for your review of the complete correspondence.

We have sent you the player's correspondence, the history of his deposits, and our explanation of the offered amount by email, directly to your address (martin.l@casino.guru). Please check your inbox, as these records are provided privately.

Once you have reviewed them, we will be glad to continue the discussion and respond to your proposal regarding the case.

Kind regards,

Spinfin Casino Support Team

Hallo Martin,

vielen Dank für die Rückmeldung. Ich kann bestätigen, dass ich Ihnen die angeforderten Unterlagen ebenfalls bereits per E-Mail zugesandt habe.

Vielen Dank für die weitere Prüfung des Falls.

Mit freundlichen Grüßen

(Name redacted by Casino Guru)

Dear ydecker0011,

Thank you for your message and for providing the correspondence.

I would like to clarify, that upon receiving the latest message from the casino, €315 may be a realistic full settlement. This remains conditional on reviewing its supporting records, which I have asked the casino to resend in an accessible format.

I will assess those records alongside your original self-exclusion request before confirming whether the proposed amount is justified. No final conclusion has been reached, and I will update you once the evidence has been reviewed.

Hello Martin,

Thank you for your message.

We have sent you an email with the player's correspondence and deposit history. As you mentioned the records were not accessible, could you please let us know which format works for you? We will resend them in correct format.

Kind regards,

Spinfin Casino Support Team

Hello Martin,

We have already sent you an email containing the player’s correspondence, deposit history, and the relevant information regarding our position on the case.

If there is any additional information, documentation, or clarification you require from our side, please let us know and we will be happy to provide it.

Kind regards,

Spinfin Casino Support Team

Dear casino representative,

Thank you for your message.

Once I click or otherwise interact with the screenshots, I am redirected to a Zendesk link, presumably one used to log into your internal system - I cannot access the provided screenshots and evidence in the form it has been provided.

Could you please send the documentation as direct attachments, or combined into a PDF?

Best wishes,

Martin

Hello Martin and ydecker0011,

Thank you for your message and for letting us know about the access issue.

We have resent the player's correspondence by e-mail at martin.l@casino.guru. This time the documents are attached directly to the message (as a PDF), so they should open without redirecting to any external link.

Martin, please check your inbox and let us know if the files open correctly. If you need anything further from our side, we will be glad to provide it.

Kind regards,

Spinfin Casino Support Team

Dear casino representative,

thank you for your message, I have responded to you via email.

Dear ydecker0011,

thank you for your patience. I believe I will be able to update the thread with more information soon.

Hello Martin,

We have replied to you by email and sent the player's correspondence as a direct attachment. Please check our latest communication and let us know if the files open correctly or if you need anything further from our side.

Kind regards,

Spinfin Casino Support Team

Dear casino representative,

thank you for your message, I have now responded to your email.

Dear ydecker0011,

thank you for your patience. To clarify the current situation, there was an issue regarding the accessibility of the documents and records. It appears we have now solved this issue, I am waiting for the last piece of evidence from the casino, which will determine whether the correct dispute amount is 315 EUR or 405 EUR.

Hello Martin and ydecker0011,

Thank you for your message and for your patience while the documents were being reviewed.

We have sent the requested documents to your email address (martin.l@casino.guru).

Martin, please review them when you have a moment and let us know if the files open correctly or if you need anything else from our side. We will be glad to provide it.

Kind regards,

Spinfin Casino Support Team

Dear casino representative,

Thank you for providing the records. I can confirm that the files open correctly. Having considered whether €315 could be justified as a full settlement and reviewed the supporting records, my assessment remains that the supported refund is €405.

The original request clearly stated gambling addiction and was acknowledged on 11 July. The later bonus requests do not change that assessment, and the renewed exclusion request on 16 July does not replace the original one. Allowing a reasonable period for processing, the €90 deposit on 16 July remains included alongside the subsequent deposits totalling €315.

Please reconsider your offer and confirm whether you will arrange the €405 refund.

Sehr geehrter Martin,

vielen Dank für die erneute Prüfung der Unterlagen und die Bestätigung Ihrer Einschätzung, dass eine Rückerstattung in Höhe von 405 € gerechtfertigt ist.

Da sich das Verfahren inzwischen bereits über einen längeren Zeitraum erstreckt hat und es zwischenzeitlich wiederholt Schwierigkeiten mit dem Zugriff auf die übermittelten Dokumente gab, würde ich mich freuen, wenn der Fall nun zeitnah abgeschlossen werden könnte.

Ich habe Verständnis dafür, dass die Prüfung aller relevanten Unterlagen Zeit in Anspruch nehmen kann. Nachdem die Dokumente nun zugänglich sind und Sie Ihre Einschätzung nochmals bestätigt haben, hoffe ich, dass Spinfin zeitnah eine abschließende Stellungnahme abgibt und die Rückerstattung in Höhe von 405 € bestätigt.

Sollte das Casino der Rückerstattung zustimmen, würde ich Sie außerdem bitten, darauf hinzuwirken, dass die Auszahlung anschließend ohne weitere unnötige Verzögerungen erfolgt. Angesichts der bisherigen Verfahrensdauer wäre mir eine zeitnahe Abwicklung sehr wichtig.

Wäre es möglich, das Casino um eine konkrete Rückmeldung innerhalb einer angemessenen Frist zu bitten, damit sich das Verfahren nicht weiter verlängert?

Vielen Dank für Ihre Unterstützung und Ihre bisherige Arbeit.

Mit freundlichen Grüßen.

Yannik

Hello Martin and ydecker0011,

Thank you for your thorough review of the case and for your patience while the documents were being checked.

We have carefully considered Martin’s assessment and the supporting records. In order to resolve this complaint and bring it to a close, we have decided to accept the proposed amount and will refund €405 to the player.

This is offered as a goodwill gesture, We will confirm in this thread once the payment has been processed.

Yannik, to arrange the transfer, we will contact you by email to confirm the payment details. Please reply directly to that email so the payment can be processed without delay.

We appreciate the cooperation of everyone involved and regret the frustration this matter has caused.

Kind regards,

Spinfin Casino Support Team

Hallo,

ich habe Ihnen auf die compliance Mail geantwortet und die Daten und Optionen zur Erstattung angeboten.

Ich bitte drum, die Zahlung schnell auszuführen, damit wir den Case abschließen können.

Vielen Dank

Dear Spinfin Casino representative,

Thank you for agreeing to refund €405. As ydecker0011 has confirmed replying to your compliance email with the reimbursement details, please confirm when the payment is expected to arrive and let me know once it has been processed.

Dear ydecker0011,

Thank you for your cooperation. I will keep the complaint open until you confirm that the refund has reached you. Please let me know once it arrives.

Hello Martin and ydecker0011,

Thank you for your messages and for your patience.

We confirm that we have received the player’s banking details and that the €405 refund has been issued. It will be credited within a maximum of one week.

Yannik, please wait for the transfer to arrive. If it hasn’t reached your account after that time, let us know and we will check it right away.

Kind regards,

Spinfin Casino Support Team

Hallo zusammen,

@Martin vielen lieben Dank für deine Hilfe in diesem Fall. Das Geld ist eingegangen und somit kann der Fall als gelöst markiert werden.

@Spinfin Vielen Dank für die Kooperation und Hilfe.

Ich wünsche beiden Parteien noch einen schönen Tag

Dear ydecker0011,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Spinfin Casino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help!

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martin

Casino.Guru