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