Spinfin Casino - Player's account continues to be active despite self-exclusion request.

Good morning, I'm facing an issue with the spinfin casino, while I requested exclusion due to gambling addiction on 1/4/26, they did not respect my request and I lost €770 on 26/4/26. Since then until today, I've been begging them to close my account, telling them over and over again about the addiction and they don't close it. On the contrary, they offer me offers and insist that I not close the account so as not to lose the VIP privileges. I have all the evidence they need and I would like your help. Please get my money back and close the account!

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinfin casino (https://spinfin5.com/gr/).

Please allow me to ask you a few questions so we can better determine how to assist you.

• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication (newsletters, ads)

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good evening, I have received many emails asking them to close my account, citing addiction to all of this, and they advise me to keep it open and they won't close it. I have sent you some screenshots, but if you want, I can forward all the emails to you. The last deposits were allowed on 26/4/26, 25 days after the request for exclusion due to addiction and because I was very persistent about closing it. At the moment, the account remains normally open.

Thanks to both parties for your replies.

Dear Kallioi,

Could you please provide the evidence you already provided to me in a different format where your used email address is visible for these 2 messages?

Has the casino since closed your account?

Dear casino representative,

Could you please explain what happened based on the new information about the player's account?

Looking forward to your reply.

Hello Tomas,

Thank you for the opportunity to clarify this case.

After reviewing all available internal records linked to the email addresses provided, we would like to present a clear summary of events and our findings.

The player initially contacted us requesting account closure and referencing gambling-related concerns on March 31.

During the same period, multiple follow-up conversations show the player also actively requested bonuses, free spins, and retention offers.

In several instances, the player explicitly responded to closure-related communication with requests to keep the account open in exchange for promotional offers.

The account was subsequently closed after further communication, in line with the final closure request received and confirmed with the player.

It is important to highlight that our team cannot reasonably treat a case as a confirmed self-exclusion request when the communication from the player is inconsistent and includes simultaneous requests for account retention benefits (such as bonuses and VIP offers). In such situations, we proceed cautiously, prioritising documented user intent and ensuring that any action taken reflects the most recent and explicit request from the player.

At no point was the player encouraged or required to continue playing. Promotional offers are part of standard communications and are not intended to override or discourage a valid and unambiguous self-exclusion request. When a clear and final closure request was established, the account was closed accordingly.

We found that the deposits were made while the account was still open and before we received a clear and final self-exclusion request that met our responsible gambling process. We also saw that the player used bonuses during this time. As the deposit has already been used, we are not able to refund it.

The player states that she repeatedly requested a ban due to gambling addiction and believes that receiving promotional offers during that period was inappropriate. However, at the same time, she was also requesting refunds or compensation in the form of bonuses with low wagering requirements, which is inconsistent with a clear and unconditional account closure request.

We remain committed to responsible gambling principles and take such concerns seriously. However, based on the documented communication history, we believe the account was handled in accordance with user instructions as they were presented at the time.

Every player confirms and accepts the Terms & Conditions during registration before using the platform and making deposits. These Terms clearly state that refunds are generally not possible once deposited funds or bonuses have been used for gameplay, except in cases of proven technical issues.

After reviewing the player’s account activity, we confirmed that the deposits and bonuses were actively used for gaming activity. Therefore, in accordance with the accepted Terms & Conditions and refund policy, the refund request cannot be approved.

We are, of course, open to further review if additional evidence is provided that shows a clear, unconditional self-exclusion request that was not processed in line with our policy.

Kind regards,

Spinfin Casino Team

Good morning, yes, I did indeed request a bonus as you mentioned, but all the emails I requested were blocked and you suggested a bonus or a solution so that I don't close your account. I'm uploading one of them.

Thanks to both parties for your replies and your point of view.

From our perspective, once the player informs the casino of their gambling addiction, this should trigger player protection. Being consistent in the matter is not a requirement.

Dear Spinfin Casino,

We would kindly ask you to reconsider your position regarding the need to protect players in such circumstances and reconsider your conclusion regarding the refund of lost funds.

Looking forward to your reply.

Dear Tomas,

Thank you for your feedback and for sharing Casino Guru's perspective on this matter.

We would like to reiterate that, based on the documentation available to us and the inconsistencies in the player's communication at the time, we believe our team acted in accordance with the instructions received and in line with our internal procedures. We maintain that our handling of the case was appropriate given the circumstances presented.

However, after careful consideration of the points raised, and in particular the principle that a player's disclosure of gambling addiction should trigger player protection regardless of subsequent inconsistencies in communication, we have decided to reconsider our position as a gesture of goodwill.

As a sign of our commitment to responsible gambling and the protection of our players' wellbeing, we have decided to refund the full amount of €770 to the player. We hope this demonstrates that player welfare remains our priority.

We appreciate Casino Guru's continued guidance in responsible gambling matters and remain committed to upholding the highest standards of player protection.

Kind regards,

Spinfin Casino Team

Good evening, I still haven't received the €770 that the casino stated.

The casino hasn't responded to my emails for 3 days asking when they will refund my money, and the refund hasn't been made yet. I think they're just making fun of us and they wrote this formally to get into the reviews.

Good evening Thomas, there was communication with the casino via email, I'll forward it to you for you to see!

Thanks to both parties for your replies and updates.

Dear Kallioi,

We will keep this complaint open until you confirm that the refunded amount reached your bank account. Please keep me informed about any further developments.

I'm still waiting for the return, they don't give me a possible return date but I'll keep you posted!

Good morning Thomas, for 3 days now the casino has not responded to my emails and has not returned the amount of €770. Obviously there is no intention of returning it. Their reason was probably fictitious!

Dear Tomas and Kallioi,

We would like to confirm that the refund of €770 is currently being processed. As this matter is part of an active complaint case, we are required to follow our internal review and payment procedures before the funds can be released and credited.

Please be assured that the refund is on its way. At this stage, the process may take some additional time depending on the necessary internal checks and the payment provider's processing times.

We would also like to clarify that we have been responding to Kallioi's emails and remain in active communication regarding this matter. While we may not always have immediate updates to provide, we are monitoring the process closely and will inform Kallioi as soon as we receive any new information or confirmation that the funds have been successfully credited.

We understand the player's concerns regarding the delay and sincerely appreciate the patience shown throughout this process. We will provide an update as soon as we receive confirmation that the funds have been successfully credited.

Thank you for your understanding.

Kind regards,

Spinfin Casino Team

Dear Tomas and Kallioi,

We are pleased to confirm that the refund of €770 has now been successfully processed and credited to the player's account.

We appreciate Kallioi's patience throughout this process and sincerely apologise for the time it has taken. We hope this brings the matter to a satisfactory close.

Kind regards,

Spinfin Casino Team

Good morning, I haven't received the refund in my bank account yet. I requested the transaction receipt from the casino but they haven't sent it to me yet.

I confirm that I have not received the money in the bank account as the casino stated above. If it is true that they have sent it, I will inform you with a picture from the account. For now, however, I have not received anything for 24 hours.

Good morning, the casino credited me with €100 less.

I would like to inform you that the casino is not answering me because it credited €100 less while it stated that it would refund €770.

Thanks for the update.

Dear casino representative,

• Is there any other transaction that wasn't yet processed from your point of view?

Please let us know.

Good evening Tomas, the casino has not yet credited me with the remaining €100 and has not responded to my emails for two days. Do you think they will give it to me or did they do it on purpose? I find it suspicious that I have not received it yet.

Dear Kallioi and Tomas

We would like to confirm that the full refund amount was transferred from our side. However, as you have informed that you have not received the remaining €100, we have escalated the matter and are currently checking with the payment provider to ensure that everything has been processed correctly.

At this stage, we are awaiting feedback from the provider. As soon as we receive an update or any additional information regarding the transaction, we will inform you immediately.

We appreciate your patience and understanding while this matter is being investigated.

Kind regards,

Spinfin Casino Team

How did you transfer the full amount? I have all the bank statements and I can prove that I have not received €770, while I don't see you proving what you say.

Good morning Tomas, I must inform you that I have not received the remaining €100 and this is because the casino never returned it back. I have spoken to my bank. I have searched very carefully and this transaction does not exist, nor is it blocked because the casino never returned it. Apparently they thought they would cheat me and I would not understand and that is why they are now answering my emails with difficulty and the only excuse I hear is that they are still checking them.

Good evening Tomas, I have not yet received the remaining €100 and it seems that I will not receive it because the casino is making fun of me, while I have sent all the bank receipts for the lack of €100. One of the casino managers tells me every day that he is checking the matter and is waiting for the transaction receipts from the relevant department and is not sending anything. This is all suspicious because if he had sent the €770, he would have sent the receipts too! This casino is a scam and did not keep its word to return the €770. I have all the evidence that I did not receive the full amount. Whatever you need, tell me.

Good morning Tomas, the casino has not responded to my emails since 19/6 and I still have not received the €100. This issue must be resolved immediately. I am tired of begging for an amount that should have been refunded already.

Dear Casino representative,

Please let me know if there are any obstacles in processing the remaining 100€ to the player.

Good morning Tomas, I have received the remaining €100.

Dear Tomas and Kallioi,

Thank you for your continued patience throughout this process.

We would like to sincerely apologize for the delay in finalizing the remaining €100 of the agreed refund. The delay occurred due to extended communication and verification checks with our payment provider, which took longer than initially expected.

We can now confirm that the outstanding €100 has been successfully processed and credited as part of the full €770 refund, in line with the agreed resolution of this complaint.

We understand how frustrating the waiting time has been and we truly appreciate your understanding while we completed the necessary internal and provider-side procedures to ensure the transaction was correctly finalized.

With this final payment completed, the matter is now fully resolved from our side. Should any further information be required, we remain at your disposal.

Kind regards,

Spinfin Casino Team

Dear Kallioi,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,

Tomas

Casino.Guru