Spinfin Casino - Player’s account closure request was delayed.

would like to file a complaint against Spinfin Casino.

On 15 June 2026, I contacted the casino and requested the immediate closure of my account. Despite my clear request, my account remained active until 17 June 2026, allowing me to continue gambling and suffer additional losses.

The casino has admitted in writing that my account was not closed immediately because their support team was handling a high volume of requests. They apologized for the delay but refused to refund my losses, referring only to their Terms & Conditions.

My complaint is not about normal gambling losses. It is about the casino's failure to process my account closure request promptly. Once I requested my account to be closed, I should no longer have been able to gamble.

I believe the casino failed in its duty to process my request within a reasonable time. Internal workload or delays should not justify leaving a customer's account open after a clear request for closure.

I kindly ask Casino Guru to investigate this matter and assist me in obtaining a refund of all losses incurred between 15 June 2026, when I requested account closure, and 17 June 2026, when the casino finally closed my account.

Evidence attached:

Email requesting account closure (15 June 2026).

Casino response confirming the account was closed on 17 June 2026.

Casino email admitting the delay was due to the high volume of support requests.

Account history showing gambling activity after my closure request.

Thank you for your assistance.

Kind regards,

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Dear Xhindi;

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 tomas@casino.guru

Thank you in advance for your cooperation.

Best regards,

Tomas