The player from Germany has deposited €1,102 with Spinfin but has not received any withdrawals or refunds despite multiple polite requests. He expresses concerns over the legality of the casino's operations for German players and highlights that his request for self-exclusion due to gambling addiction has also gone unanswered.
Spinfin Casino - Player requests assistance due to delayed withdrawals.
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Waiting for Casino Guru to reply
6d 20h 43m 44s
Spinfin Casino
Safety Index 5.9 Below averageCase summary
Discussion
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3 weeks ago
Translation
Dear Casino Guru Team,
I would like to file a complaint against Spinfin and request assistance in clarifying my case.
I deposited a total of €1,102 with Spinfin and have not received any withdrawals. After contacting the provider and requesting a refund of my deposits, my request was initially forwarded to the relevant department. However, I have since been informed that a refund will not be issued.
In my view, there are serious doubts about the legality of the offer to German players. For this reason, I have tried to find an out-of-court settlement with the provider and have contacted them politely and cooperatively on several occasions.
The communication proceeded as follows:
I have requested a refund of my deposits.
Spinfin informed me that my request would be reviewed.
According to support, the matter has been forwarded to the responsible department.
A satisfactory solution or refund has not yet been offered.
I therefore request that Casino Guru review my case and mediate between me and the operator. I will gladly provide the complete email correspondence and proof of my deposits upon request. Furthermore, my request for self-exclusion due to gambling addiction has gone unanswered. It has not been implemented. I hereby warn all players about this scam casino.
Thank you for your support.
Best regards
[Redacted]
Edited by a Casino Guru admin
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3 weeks 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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3 weeks ago
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
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3 weeks ago
TranslationHello, I sent everything by email. All deposits were made after I requested a ban due to gambling addiction.
many thanks
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Sensitive attachment
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2 weeks ago
TranslationHello, my account access has now been blocked after I was contacted by a representative of the casino to send verification data.
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2 weeks ago
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
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1 week ago
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
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1 week ago
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.
