Spinfin Casino - Player’s account closure request is ignored.

I am submitting this complaint regarding SpinFin and the handling of my repeated requests for account closure and self-exclusion due to gambling addiction.

I repeatedly contacted SpinFin requesting that my account be permanently closed and that I be self-excluded because of my gambling addiction and serious difficulty controlling my gambling. I made numerous requests over an extended period and clearly communicated that continuing to have access to the account was harmful to me.

Despite my repeated requests, SpinFin did not permanently close my account. Instead, I received responses asking me to explain my reasons, offering temporary cooling-off options, and in some cases continuing to send promotional/VIP communications and bonuses.

Most importantly, after I had clearly disclosed my addiction and requested account closure/self-exclusion, I was still able to access my account and continue depositing and gambling. I continued to suffer significant financial losses during the period in which I had already requested to be excluded.

I have extensive evidence supporting my complaint, including:

Emails requesting permanent account closure and self-exclusion.

Messages where I explicitly referred to addiction/serious gambling problems.

SpinFin’s responses acknowledging my requests but not permanently closing the account.

Promotional/VIP messages and bonuses received after my requests.

Deposit/payment records showing the financial losses that occurred after my requests.

Screenshots and correspondence documenting the entire sequence of events.

My concern is not simply that I lost money through gambling. My complaint is specifically about SpinFin’s handling of my repeated responsible-gambling and self-exclusion requests and the fact that I remained able to deposit and gamble despite clearly informing them of my addiction.

I respectfully ask Guru to investigate the case, review the evidence and correspondence, determine whether SpinFin complied with its responsible-gambling and self-exclusion obligations, and consider whether a refund or other appropriate resolution is justified for the losses incurred after my requests for closure/self-exclusion.

I am willing to provide all relevant evidence, including the complete email correspondence, screenshots and transaction/deposit records.

I would appreciate a fair and thorough review of my case.

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Dear Giannissadas,

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 due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.

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,

I have already sent all the relevant supporting evidence and documentation to your email address regarding my case.

I am currently waiting for your official response and for the matter to be properly reviewed and addressed.

Please confirm that you have received my evidence and provide me with your substantive response as soon as possible.

Thank you.

Hello Veronika and Giannissadas,

Thank you for forwarding the case details.

In order for us to properly investigate Giannissadas's complaint, we have requested the necessary verification documents directly from the player. We have already sent an email with the full list of requirements.

Giannissadas please send these documents to us as soon as possible so we can proceed with our investigation.

Thank you for your cooperation.

Kind regards,

Spinfin Casino Team

Dear SpinFin Team,

Please find attached the documents and information you requested for the investigation of my case.

I have provided the requested documents in their original form. Please review them and let me know if you require any additional information or documentation from me.

I look forward to your response regarding the outcome of your investigation.

Kind regards,

I. S.

Dear SpinFin Team,

Please find attached the documents and information you requested for the investigation of my case.

I have provided the requested documents in their original form. Please review them and let me know if you require any additional information or documentation from me.

I look forward to your response regarding the outcome of your investigation.

Hello Casino Guru Team,

I am writing to follow up urgently regarding my complaint against SpinFin.

It has now been approximately three days since I submitted all the documents requested by SpinFin for the verification of my account, and I have still not received any substantive update from them regarding the verification or, most importantly, my refund request.

I have fully cooperated with the verification process and provided the documents requested. I would therefore appreciate it if Casino Guru could please follow up with SpinFin and ask them to provide a clear and definitive response regarding my case.

My main concern is the financial losses that occurred after I had repeatedly requested account closure/self-exclusion and had clearly communicated my gambling addiction. I have already provided evidence documenting the relevant correspondence, dates, requests and transactions.

I understand that the case needs to be investigated properly, but I would sincerely appreciate your assistance in ensuring that it does not remain unresolved without a clear response from SpinFin.

If, after reviewing the evidence, Casino Guru determines that I am entitled to a refund, I would also like the refund process to be addressed as soon as possible. I urgently need clarity regarding whether and when the funds will be returned.

Please let me know if you require any additional documents or information from me. I remain fully available and willing to cooperate immediately.

Thank you for your assistance and I would greatly appreciate an update on the status of my complaint.

Kind regards,

G.

Dear Giannissadas,

Thank you for the evidence you have provided. The correspondence shows that on August 5, you explicitly informed the casino about your gambling addiction and requested permanent closure of your account.

Before I transfer your complaint to a Resolver for further investigation, please provide your complete deposit, withdrawal, and gaming or transaction history covering the period from August 5, 2026, until the date your account was restricted or closed. Please also indicate which transactions make up the disputed amount of €7,330.

Could you also confirm the exact date on which you lost access to the account? If the account is still accessible, please let me know whether you can still deposit or play.

Thank you in advance for your cooperation.

Hello Veronika,

Thank you for your continued assistance and for reviewing the evidence I have submitted.

However, I would like to express my serious concern regarding SpinFin’s complete lack of response. It has now been more than a week since I submitted all the requested evidence, yet I have not received a single email, official update, or explanation from SpinFin regarding my complaint.

I have fully cooperated with the process and provided everything requested, including screenshots, bank statements, and all relevant correspondence. Furthermore, as you confirmed, the correspondence clearly shows that I explicitly requested account closure/self-exclusion due to gambling addiction on 5 August.

Given that this case concerns a very significant amount of money, I find SpinFin’s continued silence extremely concerning. I have fulfilled every request made to me promptly, and there is nothing further outstanding from my side.

At this point, I would therefore ask for your direct assistance in obtaining a formal response from SpinFin. Has SpinFin contacted you regarding my case? Have they provided any explanation for their failure to respond? And have they been given a specific deadline by which they are required to provide their position?

I would strongly appreciate it if the case could now be actively followed up with SpinFin and if they could be asked to provide a clear and substantive response to my complaint without any further unnecessary delay.

I have already waited long enough, and I believe that, given the seriousness of the matter and the evidence provided, I am entitled to a clear explanation of what is happening with my case and when I can expect a formal response.

Thank you in advance for your prompt assistance. I look forward to receiving a clear update from you.

Kind regards,

Giannis

Dear Giannissadas

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, Igor (igor.p@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,

Veronika

Dear Giannissadas,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Spinfin Casino and I hope that together we will come to a successful resolution of your issue.

Dear Spinfin Casino Team,

Please confirm when the player’s deposits and gameplay were restricted following his addiction-based closure request.

Please also send me the relevant handling records, complete account ledger, and your position on refunding any eligible losses at igor.p@casino.guru.

Thank you for your cooperation.

Best regards,

Igor

Dear Giannissadas and Igor

Thank you for your cooperation.

Before we can complete our review of the case and determine what additional information may be required, the first mandatory step is to complete the verification process.

We confirm that we have received the documents you provided. Our team is currently reviewing and verifying the submitted documentation.

We kindly ask you to allow us some time to complete this process. Once the verification has been completed, we will provide you with an update and inform you accordingly if any further information or documentation is required.

Thank you for your patience and cooperation.

Kind regards,

SpinFin Casino Team

Dear Spinfin Casino,

Thank you for your response and for informing us that you are currently verifying the player.

Please reply when there is any update regarding this complaint.

Dear Igor and Giannis,

Thank you for your message.

To complete the verification and continue with our review, we need the documents to be submitted in line with the requirements we have specified. Expired documents and screenshots cannot be accepted.

Giannis, please check the email we sent you, which lists the exact documents and requirements. Once you send them, we will review them and inform you of the outcome.

Kind regards,

SpinFin Casino Team

Hello,

Regarding the proof of address, I do not have any utility bill or other household account registered in my name.

However, my most recent bank statement already contains my full name, residential address, and all the necessary personal details required for identification and verification. Please let me know if this document is sufficient for the proof of address requirement.

I would also like to clarify something regarding my identification document. I have already provided you with my current/previous identity document. Could you please confirm whether the identity document I sent is acceptable for your verification process? If it is accepted, please explain why you are requesting a new identity document, as I am currently in the process of obtaining my new Greek ID.

At this time, I have provided all the documents you requested, and I am now waiting for further updates regarding my case.

Thank you in advance for your clarification.

Dear SpinFin Casino Team,

Please confirm whether the recent bank statement and identity document already submitted satisfy verification. If not, specify the exact acceptable alternative documents or verification method. The responsible-gambling review should continue without being delayed by the verification process.

In a meantime, please confirm the exact date and time when the player’s deposits and gameplay were restricted following the gambling-addiction disclosure, and send me the relevant handling records at igor.p@casino.guru.

Dear Spinfin Casino

I have received the detailed information regarding the documents you require, as well as which documents you accept for proof of address.

I would kindly ask you to give me a little time, as I have already submitted an application to my municipality for the issuance of a Certificate of Permanent Residence. As soon as it is issued, I will send it to you immediately, together with my newly issued national ID card.

Thank you very much for your understanding and patience.

Dear Igor and Giannis,

Thank you for your messages.

We confirm that we have informed the player of the exact verification requirements by email, including the accepted documents for proof of address and identification. We understand that Giannis has applied for a Certificate of Permanent Residence and a new national ID card, and we are happy to wait.

Giannis, please send us the documents as soon as you can. Once we receive them, we will complete the verification and update you and Igor on the outcome of our review.

Kind regards,

SpinFin Casino Team

Dear Giannissadas,

As the casino has agreed to give you time to obtain a Certificate of Permanent Residence and a new national ID card, please let us know once you have sent these documents to the casino. The timer is currently set for seven days. If you need more time to obtain these documents, please let me know, and I will reset the timer for you.

Thank you.

Dear SpinFin casino

I have now submitted all the documents that SpinFin has requested from me.

I have provided my new Greek ID card, as well as a certificate of my basic personal details, which includes all my personal information and my current residential address, as I have recently changed my place of residence.

I would also like to clarify that the document I have provided is not a certificate issued by the Municipality.

It is an official certificate containing my detailed personal information, including my full name, personal details and registered residential address. I have provided this document because I have recently changed my place of residence, and it reflects my current residential information.

Therefore, this document is being submitted specifically to confirm my personal details and current address

I would kindly ask you to review the documents I have sent and update me accordingly, so that we can proceed with the investigation of my case without any further delay.

Dear Igor

I would also like to thank you, for your persistence and for continuing to follow up on my case.

I am doing everything I can to fully comply with the requested verification and provide all the necessary documents and information. I sincerely appreciate your efforts and hope that, now that I have submitted the requested documents, we can move forward with my case and reach a fair resolution without any further unnecessary delays.

kind regards.

Giannis

Dear Spinfin Casino,

According to the player, all requested documents were sent to you.

Please review them and let us know your findings.

Dear Igor and Giannis,

Thank you for your messages.

We confirm that we have received the documents the player submitted. However, they do not meet our verification requirements, and we have informed the player of this by email.

Giannis, please check the email we sent you. It explains which of the submitted documents cannot be accepted and lists the exact documents we need. Once you send documents that match these requirements, we will review them right away and inform you and Igor of the outcome.

Kind regards,

SpinFin Casino Team

Dear SpinFin and Igor

I would like to confirm that SpinFin has contacted me by email regarding the verification of my proof of residence.

I also confirm that the document I previously submitted, namely the certificate containing my basic personal details, was not accepted by SpinFin as valid proof of my permanent residence.

SpinFin has requested that I provide either an official Certificate of Permanent Residence issued by the municipality or a different bank statement showing my name and address.

I would kindly like to ask for your

understanding and request some additional time to provide one of the two documents requested by SpinFin to verify my permanent residence.

kind regards

Giannis

Dear Giannissadas,

Of course, I will set the timer for you and allow you some time to obtain the requested documents. Please let us know once you have sent them to the casino.

Dear Igor,

I would like to inform you that I have just submitted a bank statement from a different bank account to SpinFin, in accordance with their verification requirements.

The statement includes my full name and address, and I hope that it will be accepted so that the verification process can proceed without further delays.

I will keep you updated as soon as I receive a response from SpinFin.

Thank you for your continued assistance and understanding.

Kind regards,

Dear Spinfin Casino,

According to the player, the requested documents were sent to you again.

Please review them and let us know whether they meet your requirements.

Thank you.

Dear SpinFin Team,

I kindly ask you to expedite my verification process, as my complaint has been pending for far too long. The current pace of communication, with responses only once or twice a week, is causing further unnecessary delays, especially since the verification process remains the main outstanding issue.

Please prioritize my case and provide a clear and definitive response as soon as possible. I have already waited a considerable amount of time, and I sincerely ask that this matter be resolved without any further delays.

Thank you for your understanding.

Dear Giannis and Igor,

Thank you for your messages and for your patience.

We confirm that we have received the bank statement Giannis submitted. Our Verification Team is currently reviewing it, and we will inform you of the outcome as soon as the review is complete.

Kind regards,

SpinFin Casino Team

Dear Spinfin Casino,

Thank you for your response and for informing us that you are reviewing the documents.

Please reply when there is any update regarding this case.

If the documents cannot be accepted, please specify why they do not meet the requirements.

Hello Igor and Giannis,

Thank you for your patience. Our verification team has reviewed the bank statement Giannis submitted.

Unfortunately, we cannot accept it as proof of address, because the address shown on the document does not match the address registered on the player's account.

Giannis, to complete the verification, please send one of the following, as an original digital PDF file, issued within the last 3 months and in your name:

A permanent residence certificate, utility bill or bank statement showing the same address that is registered on your account.

Please reply directly to our latest verification email with the file attached, so it is linked to your case. Once we receive it, we will complete the verification and update this thread.

Kind regards,

SpinFin Casino Team

Dear igor and Spinfin

I have already clarified to SpinFin, in response to their rejection of the document I submitted, that the address shown on the document is valid and corresponds to my registered permanent residence.

I have two addresses, one in Corfu and one in Thessaloniki. My registered permanent residence is currently listed as Thessaloniki, which explains why this address appears on my official documents and may differ from the address recorded in my SpinFin account.

I have provided this clarification to SpinFin and would appreciate your assistance in ensuring that this matter is properly taken into consideration so that the verification process can move forward without further unnecessary delays.

Dear SpinFin Casino,

Please clarify how the player can complete verification using proof of the current permanent residence and update the address registered on the account. The player has explained why the addresses differ; please assess that explanation and specify any further evidence genuinely needed, with documents exchanged privately.

Additionally, since this complaint has been active for some time, I expect you to provide specific steps that will help move it towards a successful resolution. Otherwise, I will have to close the complaint as unresolved.

Thank you for your understanding.

Dear Igor,

I kindly ask you to give me a little more time, please. I have just sent SpinFin an official document from my local municipality confirming my permanent residence.

Dear SpinFin Casino

I would really appreciate it if you could also take this document into consideration and proceed with reviewing my case. I am doing my best to provide all the necessary documents and cooperate fully to resolve this matter.

Thank you for your patience and understanding. I sincerely hope that my case can now move forward and be resolved fairly.

Kind regards,

Dear Igor and Giannis,

Thank you for your messages and for your patience.

To clarify, the address shown on the document the player first submitted was different from the address registered on the player’s profile, which is why we could not accept it as proof of address.

We have now received the latest document from the player, the official municipality document confirming permanent residence. Our Verification Team will review it, and we will update this thread as soon as the check is complete.

Kind regards,

SpinFin Casino Team

Dear SpinFin Team,

I have repeatedly explained the reason for the discrepancy in the addresses. The previous address was registered on my account, and I have already clarified this matter to you several times.

I have now provided you with an official certificate of permanent residence issued by my municipality. I kindly ask you to review this document carefully and proceed with the verification, as there should be no further reason for delays.

Furthermore, I was unable to update my address while my account was restricted due to the ongoing investigation into my case. Therefore, I believe this matter should be taken into consideration.

I have fully cooperated with your requests and provided the necessary documentation. I kindly ask you to complete the verification process without any further unnecessary delays.

Thank you for your attention. I look forward to your prompt response.

Kind regards,

Dear SpinFin Casino,

As I mentioned previously, I expect you to provide specific steps or share information that will help move this case towards a successful resolution.

Thank you for your understanding.

Dear Igor and Giannis,

Thank you for your messages and for your patience.

We confirm that we have received the latest documents from the player, and our Verification Team is currently checking them. We will inform you of the outcome of the check in this thread as soon as it is complete.

Kind regards,

SpinFin Casino Team

Dear SpinFin Casino,

I expect you to provide specific steps or share information that will help move this case towards a successful resolution.

If no such decision is made or step is taken within the next timeframe, I will close this complaint as unresolved - meaning that your casino will receive black points and its rating will be adjusted accordingly.

Thank you for your understanding.