SpinGranny Casino - Player’s account closure request was ignored.

Hello,

I am submitting a formal complaint regarding serious failures in the casino Responsible Gambling procedures.

On January 31, I explicitly requested PERMANENT closure of my account (screenshots attached). Despite this:

• My account was only temporarily suspended

• I was later allowed to reopen it in an instant

• I was immediately offered deposit bonuses by my VIP manager

• My vulnerability was ignored

At no point was proper self-exclusion applied.

Instead of protecting me, I was encouraged to continue gambling.

This directly led to a severe relapse where:

I deposited €7,790

Withdrew €4,000

Net loss €3,790

Additionally borrowed money intended for rent and essential living costs, which was also lost.

I am now in serious financial distress because of the casino's failure to permanent close my account as requested.

My VIP manager actively unsuspended my account and promoted bonuses after I had already asked to close due to not wanting to play anymore. This is a clear breach of responsible gambling obligations.

I formally request consideration of refunds for losses incurred after my closure request.

Screenshots are attached as evidence. I can only attach 5 files so I left out the withdrawal but I can add it in the comments.

Kind regards,

Anca

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.

Dear aqqn15xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

I checked the Responsible Gambling policy and I found this:

SELF-EXCLUSION

If you feel that you may be becoming dependent on gambling, you should consider excluding yourself from gambling on our Website, for a period of time or permanently. Setting Self-exclusion lets us know that we need to take all measures to block your access to your account and make sure that you receive no promotional materials. You can set Self-Exclusion for a minimum of 3 months and a maximum of 5 years. You are also able to request that your account be self-excluded for an indefinite period. Should you wish to undo the indefinite self-exclusion, you may contact our Customer Support team to request this. Any cancellation of an indefinite self-exclusion will only be applied after a 7-day waiting period has lapsed at which point your account will be reopened.

Please note that if you are self-excluded from the casino indefinitely, the funds remaining on balance will be paid according to the casino limits. If you are self-excluded for a definite period, the funds remaining on balance will be paid according to the casino limits only when a period of self-exclusion expires. You will also be excluded from all promotional offers for the period of exclusion. You will not be able to deposit or withdraw funds when the limit is active. Upon its expiration, your account will not be automatically re-activated.

Should you wish to cancel your self-exclusion before the expiration of the self-exclusion period, this will only be considered following an internal review. Any successful cancellation of a definite self-exclusion period will be applied after a minimum 24-hour cool-off period following your request.

• Have you clearly informed the casino about your gambling problem? Could you forward me all account closure requests/email communication that you have with the casino? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

I would like to update my complaint with the following corrections and clarifications:

Total deposits: €9,160 (Added 07/02 deposits)

Withdrawals: €4,000, net loss €5,160

My account was permanently closed as confirmed in the attached email, but it was reopened the same day. I clearly said PERMANENTLY so I don't reopen it.

I've attached casino confirmation of the account closure. If a player says permanently they shouldn't be allowed to open it the same day. I permanently closed accounts I cannot reopen, that's not normal.

I will forward you the email.

Permanent closure should be inability to reopen my account in the future.

The casino asked me to confirm, which I did. My account was then closed, as confirmed by email. Despite this, it was reopened the same day and I was offered bonuses, which led to further deposits and losses.

Hi Petra,

I would like to clarify that while your comment distinguishes between "account closure" and "self-exclusion," this was not clearly explained to me at the time.

I requested permanent closure of my account to stop access permanently and followed the casino’s instructions. My account was then closed and confirmed by email (attached above). The word permanenent implies the account shouldn't be reopened, whether it's closure or self exclusion. I obviously had a problem and my intent was clearly to stop access permanently. That is why I said permanently.

At no point did the casino offer any explanation about the difference between account closure and self-exclusion, nor did they ask me whether I wanted to self-exclude or explain the consequences of each option. Permanent means something that cannot be reversed.

The casino reopened it immediately, without any safeguards, warnings, or limits, and then offered VIP bonuses, which directly led to further deposits and losses.

I asked about reopening, but the casino acted too quickly and did not follow responsible gambling procedures.

Permanent closure is supposed to mean:

The player’s account is completely closed

The casino should not allow reopening without a very clear, formal process

Responsible Gambling safeguards should prevent impulsive reopening or bonus incentives. The casino failed to provide what account closure means and the fact that I said "permanent" should imply inability to reopen it.

I've been reading about similar cases and I want to mention at the time I requested permanent closure, I was in financial distress and unable to control my gambling.

I would also like to add that I initially requested permanent closure, which is the sane as permanent self exclusion for most players, via Live Support chat on 04/02, before the VIP team sent me the closure confirmation email. During this Live Support interaction, I was not provided with any information about Responsible Gambling tools, self-exclusion options, or the consequences of account closure versus self-exclusion. No safeguards or guidance were offered at this stage - screenshot below.

My intention was to permanently stop access. I didn't mention "addiction" or "gambling problem" but there were clear vulnerability signals, distress and loss of control the whole time. I did mention losing too much money as my reason for the closure. I impulsively deposited and they know that. I hope you take this into consideration as permanent closure should be permanent, not reopened the same day, without further questions or process. There was no consumer protection. Asking if an account can be reopened after requesting permanent closure shouldn't let them reopen it so fast. The casino failed to apply appropriate Responsible Gambling procedures to protect compulsive gamblers who wish to stop.

I've also sent an email to Support but got no reply back.

Hi Petra,

Apologies for the multiple comments — I’m trying to provide all relevant details to strengthen my case.

If you check SpinGranny’s full Responsible Gambling policy (https://spingranny.com/responsible-gaming) - I attached 2 snips, you will see it refers almost exclusively to self-exclusion as the main tool for stopping play. There is no mention of account closure, thus a player is right in believing requesting permanent closure will prevent the reopening under any circumstances.

Quoted from Spingranny Responsible Gambling section: 

"You are also able to request that your account be self-excluded for an indefinite period. Should you wish to undo the indefinite self-exclusion, you may contact our Customer Support team to request this. Any cancellation of an indefinite self- exclusion will only be applied after a 7-day waiting period has lapsed at which point your account will be reopened."

My account was reopened the same day, a few hours after I requested permanent closure. I only asked if my account can be reopened and they said yes, they didn't even wait 7 days as stated in their policy. And if a player requests permanent closure, reopening the account should be refused. I requested it in a moment of clarity realizing I have a problem. But I relapsed and asked if I can reopen it. It was their responsibility to act on their policy and respect my initial permanent closure request.

This procedural failure directly resulted in further deposits and losses totaling €5,160. Had the proper waiting period and responsible gambling measures been observed, these losses could have been prevented. However, my account reopening request should have been rejected as I requested permanent closure.

Please take this into consideration. The casino refuses to take responsibility for their failure to protect players.

SpinGranny now claims all losses occurred before notification, which is factually incorrect. I had already requested permanent closure and received confirmation before the account was reopened and further deposits were made.

I fully accept responsibility for any losses prior to my closure request. However, the losses incurred after reopening occurred because SpinGranny failed to follow their Responsible Gambling procedures and failed to respect my permanent closure request.

I believe this constitutes a clear RG breach and failure of duty of care, and I respectfully request a refund for the €5,160 lost after my account was reopened.

Thank you for reviewing and I would really appreciate your help.

Hi Petra,

I would like to clarify and correct my very first comment regarding the account closure timeline to avoid any confusion (the screenshots already show the dates).

Please disregard 31/01 — at that time my account was only temporarily suspended while waiting for my VIP manager, and that closure was never completed. The relevant events are 04/02 and 05/02 (screenshots provided).

The final and confirmed permanent closure request was made on 04/02 via Live Support. I was informed that only the VIP team could process this request. Shortly after, I received an email from SpinGranny, where I confirmed permanent closure and SpinGranny confirmed it as well.

Timeline summary:

04/02: I requested permanent closure via Live Support.

04/02: SpinGranny emailed asking for confirmation.

05/02 (morning): I confirmed permanent closure by email.

05/02 (~1 hour later): SpinGranny confirmed the account was closed.

05/02 (~3pm): My account was reopened the same day via Telegram, without any cooling-off period.

At no point during Live Support or VIP email communication was I provided with any Responsible Gambling guidance, self-exclusion options, safeguards, or reopening conditions. I simply requested permanent closure, which was acknowledged and confirmed.

Despite this, the account was reopened the same day, with no cooling-off period and no RG measures applied.

I wanted to clarify this so it is clear that:

The final permanent closure request was on 04/02

Closure was confirmed on 05/02

The account was reopened later the same day

No Responsible Gambling guidance was provided.

I have also taken screenshots of the full Responsible Gambling policy in case it changes, and I can provide these if needed.

Thank you for taking this clarification into account.

Hello Casino Guru team,

My comments are still pending approval. I’ve also sent documentation to Petra by email — can you please confirm it has been received?

The casino does not respond to my emails. They were very quick to offer deposit bonuses before, but now I am being ignored. Their failure to follow their own Responsible Gambling policy has caused me significant harm.

To clarify my intent clearly:

On 04/02, I requested permanent account closure because I wanted to stop gambling. I was experiencing a gambling problem and wanted to prevent further losses and harm. On that same day, I had borrowed €1,000 for rent and bills and asked for permanent closure specifically to protect myself.

I clearly stated that I wanted to stop gambling. Previously, I had also told my VIP manager that I had lost too much money, which raises clear gambling problem concerns. My VIP manager himself has confirmed closure and reopened my account the same day.

Wanting to stop gambling and requesting permanent closure is itself a Responsible Gambling indicator. Players should not be required to use specific medical terms like "addiction" for RG protections to apply.

Responsible Gambling tools exist to protect players, yet I was not protected. I clearly said I wanted to stop gambling and requested permanent closure to protect my money in case I relapsed, but the casino did not ask why I wanted to stop gambling, nor did they apply the 7-day cooling-off period stated in their RG policy. I clearly wanted to stop gambling permanently because I had lost control. I did not use the exact word "addiction," as in the past I have permanently closed accounts and casinos never allowed reopening, regardless of whether "gambling problem" or "addiction" was mentioned. Permanent should mean permanent.

Leaving out a single word, like "addiction," should not result in me losing over €5,000, especially when I clearly requested permanent closure and clerly said I wanted to stop gambling. The losses occurred entirely because the casino failed to follow their own Responsible Gambling safeguards.

Their policy states that a 7-day cooling-off period applies when reopening an account. This was completely ignored. My account was reopened straight away after closure was confirmed. This is a clear Responsible Gambling breach, regardless of wording.

I've spent the past days reading other cases on Casino Guru and it seems the casinos are being protected because players did not admit having problems despite showing clear signs and requesting permanent closure.

Also, asking if the account can be reopened after saying I want to stop gambling and asking to permanently closed my account is a clear indicator of gambling problem & addiction.

According to SpinGranny Casino’s own Responsible Gambling policy, self-exclusion tools exist to protect players. However, account closure is not clearly explained, yet I was asked to confirm permanent closure. The casino failed to inform me of my RG options or apply safeguards, which allowed me to gamble money I did not have, including borrowed and rent funds.

The casino claimed I did not explicitly say "gambling addiction," but this does not remove their responsibility. My intent was clear: I wanted to stop gambling and permanently close my account.

I am requesting:

- Refund of losses incurred after my account was reopened without the cooling-off period, totaling €5,160

- Acknowledgment of this Responsible Gambling breach

- Confirmation that this complaint has been escalated and is actively being reviewed

I want to clarify again that my request for permanent closure should be treated as an indefinite self-exclusion under their Responsible Gambling tools. As such, the 7-day cooling-off period should have been applied, but it was ignored when my account was reopened immediately.

Because the cooling-off period was ignored, I was able to gamble money I did not have, including borrowed funds, and the losses that occurred afterward are directly the result of the casino failing to follow its own Responsible Gambling safeguards.

I really hope you can help me. I have lost a significant amount of money because of the casino’s RG breach, and I am currently suffering from severe stress as a result.

Thank you for reviewing my case

Dear aqqn15,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you have taken to share the details of your case with us.

Your complaint will now move to the next stage of our process and will be handled by your dedicated Resolver Igor (igor.p@casino.guru). This is a standard procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

At this stage, no further action is required from you. Your Resolver will contact you through this thread if any additional information is needed. You can rest assured that your case is in capable hands.

In the meantime, I strongly recommend that you formally request Permanent self-exclusion directly to the Casino in the future. When applying for self-exclusion, please make sure to:

• Clearly state that you are requesting self-exclusion due to gambling addiction (if applicable).
• Specify the exact duration (permanent or lifetime).
• Request removal from all marketing and promotional communications.
• Use a clear and recognizable subject line (e.g., "Self-Exclusion Due to Gambling Addiction").
• Include your full name, date of birth, casino username, and registered email address.
• Keep a copy of your request (email screenshot or chat transcript) as proof for future reference.

Properly submitting and documenting your self-exclusion request can be very important in case of any future misunderstandings or disputes.

I wish you the best of luck, and I sincerely hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear aqqn15,

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

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

Now I would like to invite a SpinGranny Casino representative to join this conversation and participate in resolving this complaint.

Dear SpinGranny Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hello Igor,

The casino replied to my emails earlier still claiming I am the only one responsible for my losses. They completely disregard the main issue - they confirmed permanent closure and reopened my account the same day, which is against their RG policy.

According to the casino’s Responsible Gaming policy, reversing an indefinite self-exclusion/permanent closure requires a 7-day waiting period, which was not applied. This allowed further gambling and resulted in €5,160 in losses. I request this RG breach be considered.

I have reviewed the casino’s full Responsible Gaming policy and it only refers to self-exclusion; account closure is not clearly defined. When I asked for permanent closure and said I wanted to stop gambling, support did not ask why, nor did they explain any RG tools. Despite confirming permanent closure, my account was reopened the same day without the 7-day waiting period required for reversing an indefinite exclusion. This procedural failure allowed further gambling and caused additional losses.

I hope you can help me Igor. I'm only asking for fairness.

I won a lot of money on Spingranny and couldn't stop because of my addiction. No matter how much I won I couldn't stop. Every time I withdrew I put it back in + more money I couldn't afford gambling. I'm currently getting help but the casino failed to apply their RG policy and reopened my account a few hours after confirming permanent closure.

I want the casino to admit this clear breach and refund the losses.

Dear Igor,

I sent you additional proof of harmful gambling behaviour on Spingranny over the weekend, I hope you received it.

Has the casino responded to you? A week has almost passed and they seem to be ignoring this complaint which is very disappointing.

This situation has had a serious impact on me and their lack of response is adding more stress and anxiety, so I would really appreciate any update.

Thank you again for your help.

Dear aqqn15,

Thank you for your emails; I have reviewed them.

I understand that situations like this can understandably cause distress and uncertainty.

At this time, it would be most prudent to wait for a response from the casino in this thread.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They don't reply to emails either, which is very concerning. I have seen other casinos with much lower safety ratings actively engage with players and try to resolve the issues, so this lack of response from SpinGranny is disappointing.

This complaint is about a Responsible Gambling failure, which should be treated seriously. My account was reopened on the same day I had clearly asked to stop gambling, despite their own terms stating that a cooling-off period should apply. Even a short delay could have prevented further harm, although my account shouldn't have been reopened at all.

Ignoring this issue is not acceptable, and I hope the casino will still engage here and address what happened.

I have reviewed other cases where casinos explicitly confirmed that accounts were closed permanently due to gambling addiction. In those responses, "permanent" clearly meant irreversible closure.

In these comparable cases, the casinos clearly define permanent closure as irreversible and without the possibility of reopening. I used the same language and expressed intent to stop gambling forever. If the casino interprets it differently, that should have been clearly explained at the time of my request.

I've also sent an email to the email address in the Dispute Resolution on the website, and no response either. I'm documenting everything in case I need to escalate this somewhere else, although I hope they will engage in this complaint.

Their own ChatBot confirmed this was a breach of their own RG policies.

My account shouldn't have been reopened after a few hours from requesting permanent closure to stop gambling. I hope Spingranny responds because I'm suffering from severe damage caused by the reopening.

Their Support team completely ignores my case even though the chat responses advise to contact them. That doesn't look good.

Dear aqqn15,

Thank you for your message.

We understand your stance and empathize with your concerns. That said, we've taken reasonable steps to ensure your gaming remains balanced and safe - including options to limit or self-exclude your account.

After a thorough review, all account status changes were made exactly as per your requests and email confirmations. Records confirm you did not inform us of any gambling issues beforehand. We promptly closed your account in line with our Responsible Gambling Policy as soon as you raised your situation.

Unfortunately, we cannot offer a reimbursement here. The deposited funds were used for their intended purpose, and all losses occurred before we were notified.

We regret any disappointment or inconvenience this causes and appreciate your understanding.

Hello Igor,

We've provided the explanation via email. Please review at your earliest convenience.

Best regards,

SpinGranny Casino

Hello SpinGranny Casino,

Thank you for your response. But I must respectfully clarify that it does not address the key facts of this complaint - reopening my account the same day I requested permanent closure to stop gambling.

You claim "All account status changes were made exactly as per your requests" - but my permanent closure request was overlooked when my VIP manager reopened my account the same day. That’s not following my initial request. I've attached proof in my above comments of the same language used by most casinos, permanent account closure = indefinite self-exclusion. I clearly wanted to stop gambling permanently on your casino as I've lost significant amounts of money.

"Records confirm you did not inform us of any gambling issues beforehand" - Asking if my account can be reopened that same day was a clear relapse reflecting my gambling addiction. Your team failed to treat this as a serious responsible gambling situation, immediately reopening the account instead of applying safeguards or a cooling-off period. I have also forwarded proof of harmful gambling behaviour that your team was well aware off. Your VIP team encouraged high deposits even though my documented account activity demonstrates severe gambling addiction, putting me at high risk.

"We promptly closed your account in line with RG policy as soon as you raised your situation" - My situation was raised on 04/02 in Live Chat. The account was reopened the same day, ignoring the safeguards stated in your own T&C/RG policy. If there was a miscommunication between Live Support and VIP Support, that is not my fault. My request was clear.

"The deposited funds were used for their intended purpose, and all losses occurred before we were notified." - I accept that losses before my permanent closure request were my responsibility. However, the account was reopened the same day, during a clear relapse, after I had notified you to close my account permanently because I wanted to stop gambling. The losses incurred after this reopening were directly caused by the casino’s failure to apply Responsible Gambling safeguards.

Your T&C / RG policy:

• You may also contact our support team and inform us of your decision to stop gambling at spingranny for a certain period or forever.

This is exactly what I did. I clearly said I wanted to stop gambling and close my account permanently. Support forwarded my request to VIP Support, who then completed my request.

• Should you wish to undo the indefinite self-exclusion you may contact our Support team to undo this. Any cancellation of an indefinite self-exclusion will only be applied after a 7-day waiting period has lapsed at which point your account will be reopened.

I contacted my VIP manager as VIP players are directed to use VIP Support. My account was reopened the same day, a few hours after permanent closure was confirmed. Although such accounts should never be reopened. Simply asking "why?" and then reopening the account without additional safeguards did not meet the standard of responsible gambling protection.

This reopening and lack of safeguards directly caused further financial and emotional harm, which your response ignores.

I stated my exact situation in your own Support Chatbot, that explicitly recognizes that accounts closed for Responsible Gambling reasons should not be reopened, or at minimum should involve a strict review and cooling-off period. These measures were not applied in my case. Even a 7 days cooling off period would have prevented the harm caused.

A responsible operator should read "Close my account permanently, I want to stop gambling" as:

"This player is at risk and wants to stop gambling permanently."

Immediate reopening was inappropriate.

I also want to add that I was not offered any Responsible Gambling tools at any point.

I expect a serious and factual review and response addressing the breach and the harm caused. All proofs were sent to the Support Team as well.

Dear SpinGranny Casino,

Thank you very much for your email and the evidence you provided.

Could you please share the screenshots of the conversation that led to the closure of the account?

Hello Igor,

We have sent you an email with the photos that you requested, please check them out at your earliest convenience.

Thank you for the cooperation.

Hello aqqn15

We acknowledge the information provided by our chatbot. However, please note that this guidance applies specifically in cases of gambling-related issues, as clearly stated in the relevant text.

At the time of your initial account closure or reopening request, we were not informed of any gambling addiction concerns. Had we been aware, we would have acted accordingly in line with our responsible gaming policies. As soon as we became aware of the issue, we permanently closed your account with us - no reopening or new account creation is possible.

We take gambling addiction very seriously and are fully committed to fostering a safe gaming environment for all players.

Thank you for your understanding.

Best regards,

SpinGranny Casino

Hello SpinGranny Casino,

My account closure request clearly stated: "Close account permanently. I want to stop gambling." This was a clear signal of vulnerability. Despite this, my account was reopened the same day and no responsible gaming tools or safeguards were applied. I did not report an addiction, but that does not remove the casino’s duty to act on a permanent closure request. The handling of my request ignored my stated reason for closure.

When I later inquired about reopening, I was not acting rationally but impulsively. In such circumstances, I believe greater care and clarification should have been applied before allowing any reopening.

I have checked the casino’s initial response again, and the only options I was given were to keep my account open or to suspend it temporarily until the VIP Support team processed my request. No responsible gaming tools were offered and there was no clarification as to whether this would be treated as a self-exclusion.

The casino does not care about vulnerable players if instead of suspending an account straight away after the player stated they want to stop gambling, they ask them if they want to keep it open. That shouldn't have even been an option.

I've stated your RG terms above:

Your T&C / RG policy:

• You may also contact our support team and inform us of your decision to stop gambling at spingranny for a certain period or forever.

This is exactly what I did. I clearly said I wanted to stop gambling and close my account permanently. 

I did not explicitly state addiction, but my intention to stop gambling permanently was clear and was not properly acted upon. Your team clearly ignored my request and reason and proceeded with a normal closure.

When reopening is requested in this case I really believe my VIP manager should have done a proper review and apply a cooling off period, not reopen it instantly.

Following the reopening of my account, I lost €5,160 within just two days. This loss occurred immediately after my earlier request for permanent closure where I clearly stated that I wanted to stop gambling. The speed and scale of these deposits demonstrate that I was in a vulnerable state and that allowing the account to be reopened without additional safeguards or clarification directly enabled significant harm. Had my initial permanent closure request been properly treated as a self-exclusion or responsibly clarified, this loss would not have occurred.

I was reviewing MGA guidance, which states:

"Whilst general account closures can be requested for many different reasons or no reason at all, it is important that the Operator confirms with the player that the closure request has not been made due to gambling issues or problematic gambling. Probing a player’s responses during this conversation is recommended to ensure that the Operator is entirely satisfied that the closure request is not related to gambling harm."

https://www.mga.org.mt/faqs/remote-gaming-what-is-the-difference-between-a-general-account-closure-a-self-exclusion/

Even a simple question like "Do you have issues controlling your gambling?" or "What made you want to stop gambling?" or any question Support needed to ask to make sure my request is handled properly would have avoided the harm that followed. My intent was clear: I was seeking to quit gambling permanently, and the casino mishandled my request.

While MGA is a different regulator, their guidance reflects widely accepted responsible gaming practices: permanent closure requests linked to a wish to stop gambling should be probed and treated with care.

My request wasn't a general closure request. And asking about reopening not long after I stated I wanted to stop gambling should have at least triggered a proper review and application of responsible gaming safeguards. And the fact that both the closure and the reopening were handled by the same person, who was well aware of the initial request and timing, raises serious concerns.

SpinGranny’s T&Cs provide very limited detail on account closure - snip below.

My permanent closure request, linked to stopping gambling, should have been treated with the same safeguards and review principles applied in self-exclusion cases, yet it was not.

On SpinGranny website, indefinite self-exclusion exists as a mechanism for players who want to stop gambling permanently. Why wasn't my request treated as such? They just took the word "closure" alone and completely disregarded the word "permanent" and reason "I want to stop gambling".

I find it difficult to understand how the issue is not being acknowledged, given the sequence of events and the absence of safeguards. The risk and resulting harm were foreseeable.

The €5,160 deposited after the reopening were all borrowed funds, which highlights the extent of the harm and the importance of proper safeguards being applied at the time.

I strongly believe my request was mishandled and my account was reopened inappropriately, resulting in serious financial harm. If there was any uncertainty, the casino had a duty to clarify and ensure it was processed appropriately.

Dear Igor,

I feel like I'm repeating my points a lot because SpinGranny Casino doesn't address the core issue of my complaint, focusing only on "they were not aware of my gambling problem", when "I want to stop gambling" and asking for permanent closure signals potential gambling problem and risk, but Support ignored it and closed my account temporarily.

I made my request via Live Chat, and the agent should have clarified or forwarded it correctly or instructed me to send an email myself.

According to SpinGranny’s T&C, the self-exclusion facility applies to anyone who feels their gambling is out of control and wants help to stop. My request - "I want to stop gambling" and permanent closure - clearly met these criteria, yet the casino treated it as a general closure and failed to apply the safeguards, directly leading to harm.

Given the mishandling and foreseeable financial harm, I ask the casino to take responsibility and refund the net losses between 05/02 and 07/02.

These losses were exactly what I was trying to prevent with my request. I knew I would get funds the next day, and every time I had money, I lost control, so I couldn’t afford further losses.

The casino treated my request very lightly, ignoring the reason behind it completely, which is a clear lapse in responsible gambling practice.

I appreciate your time in reviewing this matter.

On 07/02 at 9:25am I contacted a suicide support line due to being overwhelmed from losing so much borrowed money. That same morning I got the last 1k I borrowed from a relative and deposited it at 10:32am. That was my last deposit on SpinGranny.

My intention to stop gambling permanently was clear, yet Support failed to treat it accordingly. Support should have asked why I wanted to stop gambling and confirmed whether I intended self-exclusion. Many players request permanent closure believing it is equivalent to indefinite self-exclusion - the absolute version that prevents reopening.

Since these requests are sent via email or chat and cannot be selected directly in your account, it is essential that Support handles them with care and clarifies when needed.

I am only including this to highlight the importance of treating such requests appropriately and clarifying with the player, as this is a critical step in responsible gambling to prevent foreseeable harm.

Players struggling with gambling addiction can have moments of clarity when requesting to stop, but their rational thinking disappears once funds become available or when they consider reopening their account. This is why Support should clarify such requests and apply safeguards at the time of the request.

Please mark these screenshots as sensitive information.

I am getting help now and taking stricter measures but this harm could have been prevented.

As it looks like I'm spamming the complaint, I will reply if further information is requested. I have already provided all relevant facts and documentation.

Dear aqqn15,

I would like to ask you to reply only to specific questions or share necessary information.

Writing long messages without added value makes the thread less clear and actually makes my work more difficult.

Upon reviewing all the evidence provided by you and the casino, I have come to the following conclusion.

In the messages where you requested account closure, no reference was made to "self-exclusion," "gambling problem," or "addiction." The support team asked you on several occasions to elaborate and provide further clarification. In response, you provided statements such as "It’s not fun," "I’m not winning anymore," and "I want to stop gambling." We consider these statements to be vague, and we have rejected numerous similar cases on this basis.

There were multiple opportunities to clearly inform the support team about a gambling problem.

Additionally, throughout this period, a permanent self-exclusion option was available in your account and could have been activated within a minute. I personally tested it and confirmed that it functions properly.

Before proceeding further, I have contacted the casino with an additional request.

Dear SpinGranny Casino,

I have sent you an email. Please review it and share your point of view with us.

Thank you very much for your cooperation.

Dear Igor,

Thank you for your continued review of this case.

To clarify, my previous closure requests did not include the word "permanent" or a stated reason. This complaint relates specifically to my request on 04/02, when I clearly stated that I wanted to stop gambling for good.

Although I did not explicitly use the terms "self-exclusion" or "gambling addiction," requesting permanent closure and stating "I want to stop gambling" should reasonably be treated as a potential risk signal rather than a routine account closure.

Responsible gambling obligations are not limited to specific terminology. When a player communicates a desire to stop gambling permanently, it indicates possible vulnerability and warrants clarification. Support had the opportunity to confirm whether I intended self-exclusion or to direct me to activate it within my account, but no such guidance was provided.

The casino’s own terms state: "You may also contact our support team and inform us of your decision to stop gambling at SpinGranny for a certain period or forever."

This is exactly what I did on 04/02.

My account was reopened the same day, without any cooling-off period or additional safeguards. Even applying a 7-day cooling-off period would have prevented the subsequent harm. The timeline clearly demonstrates this.

I respectfully ask that the complaint be assessed based specifically on the 04/02 request and the sequence of events that followed.

You can see my request on 04/02 was different from my previous ones. I needed help to stop. "I want to stop gambling" can be a responsible gambling trigger. I lost control and I needed to stop.

I never said "It's not fun". I requested closure in December because I lost a lot of money. I was continuously asking for free bonuses when I had no money to play and deposit bonuses when funds became available.

There is a big difference between "I don't wwnt to play anymore" and "I want to stop gambling".

My request on 04/02 was a serious permanent closure request to stop gambling. My addiction got out of hand and I needed to stop. Support was asking for feedback but didn't clarify whether I wanted to stop because of gambling problems.

Even a simple follow-up question from Support asking why I wanted to stop gambling or if I have gambling problems could have made a significant difference. Clarifying whether my request was related to a gambling problem would have been a reasonable and proportionate responsible gambling measure.

While I fully acknowledge and take responsibility for my own actions, I believe the casino did not act in line with the full spirit of responsible gambling obligations. A brief clarification or short cooling-off period could have prevented the subsequent harm.

Did the word permanent have no meaning? If they don't offer permanent closures they could have clarified. I've closed accounts permanently with Irish casinos without mentioning addiction and I can't reopen them. This mishandling has caused me severe harm.

Wanting to stop forever on Spingranny is in their Self-Exclusion section and that aligns with my request.

Dear Igor,

You said "The support team asked you on several occasions to elaborate and provide further clarification." - they only asked for feedback in the email where they asked me to confirm my request, which I didn't deem necessary at that time as they said my request will be processed accordingly and, to me, in that moment, it meant my account will be closed permanently with no possibility of reopening. That email was sent to you.

They didn't ask me to clarify in my request on 04/02, which was crucial. Please look at the documentation provided as everything happened on 04/02 and 05/02. There was 1 Live Chat Request - no further questions asked, not a simple "Why", and 1 email asking me to confirm my request.

"A permanent self-exclusion option was available in your account and could have been activated within a minute. I personally tested it and confirmed that it functions properly." - support could have instructed me instead of forwarding my request to VIP. It seems all VIP requests are forwarded to VIP. Also, I see no such mention of self exclusion that can be activated in your account in their T&C. And not even once I was given explanation of the tools available.

I am required to use one of the 2 terms: "addiction" or "gambling problems" but not all players know casino-specific wording. Keywords like these are not the only indicators of risk.

In moments of clarity, players struggling with gambling addiction may use the words that come most naturally to express their need to stop, rather than specific terminology.

Clarification was necessary from the casino side if my reason was considered vague. I am dealing with clear harm because I didn't use a specific word, but was the casino fair in not clarifying?

Maybe online casinos should be required to ask players if they suffer of gambling addiction when requesting closures or self exclusions. That's a yes or no answer that clarifies everything.

Also, I would appreciate clarification on why the casino’s Terms & Conditions and Responsible Gambling policy have not been directly addressed in the assessment.

Both SpinGranny and Casino Guru seem to overlook what is written in the T&C and compare it to my request. The cooling off period hasn't been addressed once by either side.

And I want to add that I didn't say "I want to stop gambling" because it was no fun - words I've never used. I wanted to stop because I suffer from severe depression because of gambling and I wanted to stop as it got out of control. I have documented proof that I suffer of bad gambling aaddiction. On Spingranny I have gambled amounts way above what I could have afforded, including 2 loans and borrowed money totalling €10,000 + full salaries in less than 3 months yet no affordability checks have been performed.

Spingranny has full RG & AML policies on their website but they weren't followed at all in my case and when I raise a complaint they deny it without checking the facts against those policies.

A narrative of "loss frustration" based on previous messages rather than an "addiction indicator" was created here. I won large amounts in this casino, I wasn't gambling to win. Gambling addicts don't gamble to win. They withdraw, put it all back in and more. Undeniably "I want to stop gambling" is a clear indicator of gambling problems. What followed afterwards proved it.

Players raise complaints here to address genuine concerns about responsible gambling practices. While I understand that certain keywords may trigger formal safeguards, a fair assessment should consider the full context and all arguments presented, including policy wording, timing, and the absence of safeguards.

It is disappointing that both SpinGranny and Casino Guru appear to be dismissing the foreseeable harm caused by the handling of my account.

Key points of this complaint have been completely ignored: permanent closure + potential risk reason - no further clarification; same person confirming closure + reopening account a few hours later; request matching T&C self-exclusion wording perfectly yet not treated as such; no cooling-off period applied.

Your conclusion fails to address key breaches of Responsible Gambling procedures by SpinGranny.

I respectfully ask that the assessment address the same-day reopening, the casino’s T&C and RG policy in relation to my request, and the absence of safeguards including the cooling-off period, rather than focusing solely on the absence of a single keyword.

I have only asked for a fair assessment of the facts. This harm could have been prevented and I am disappointed by how dismissive this complaint resolution feels.

Can this not be escalated for a 2nd review?

If this matter is not resolved here, I will have to escalate my complaint through other dispute platforms, the relevant regulator, or an ADR body. I may also seek legal advice if necessary, as free gambling guidance is available in Ireland.

I respectfully request that my case be reviewed by another agent who conducts a full and independent assessment in line with the casino’s Terms & Conditions, Responsible Gambling policies, and Self-Exclusion procedures. My initial request for permanent account closure on 04/02, made for a reason that signals gambling-related concerns, and the same-day reopening of my account on 05/02, should be analyzed directly against these rules, rather than relying on unrelated past messages or narrow interpretations.

According to Casino Guru’s own Fair Gambling Codex, casinos are expected to handle problematic situations and apply Responsible Gambling safeguards as part of fair and safe practice. In my case, these standards, including clarification of risk signals, application of appropriate safeguards, and consideration of the cooling-off period, were not meaningfully addressed.

I am also concerned that the current conclusion does not address any of the casino’s failures in handling my request and gives the impression that the assessment leans entirely in favor of the casino, rather than conducting a balanced review of the facts and the casino’s duty of care, as well as its T& C adherence.

I believe this is a fair and reasonable request regardless of the outcome.

Dear aqqn15,

I would like to kindly remind you of my request from yesterday to respond only to specific questions or to share information that is essential.

Providing lengthy messages without additional value can lead to confusion within the thread and, unfortunately, makes my task more challenging.

Thank you for your understanding.

Dear Igor,

Everything I’ve provided is essential to my case. I am only requesting a fair review of my permanent closure request made on 04/02 and the subsequent closure & reopening on 05/02. Please review the casino’s T&C and Self-Exclusion policies, as these were not addressed in your conclusion and the casino is not addressing this matter either.

I used the exact words "stop gambling" and "permanent/forever" in my request, yet it was not treated as a self-exclusion, nor I was offered the option to self-exclude or being directed to send an email. According to the policy, cancellation of such requests should only occur after 7 days, yet my account was reopened in less than 1 day and all losses happened between 05/02 and 07/02.

Thank you for your time and consideration.

https://spingranny.com/self-exclusion

Hello Igor,

We have sent you an email with an explanation of the case. Once you have the time, please check it out.

Thank you for your patience.

Best regards,

SpinGranny Casino

Dear aqqn15,

Regarding your questions:

As I mentioned earlier, we do not consider the phrase "I want to stop gambling" to be sufficient, and we have rejected many similar cases on this basis.

In one of your messages in this thread, you stated that the casino never asked what you meant by this phrase.

Please note that the casino support team asked you multiple times to elaborate and provide detailed clarification regarding your statements. However, in none of those follow-up messages did you mention "self-exclusion," "gambling problem," or similar terms. For example, please refer to the attached screenshot from 31/1/2026.

There were multiple opportunities to clearly inform the support team about a gambling problem. Therefore, blaming the casino for not asking a specific question at a specific time is not reasonable in this context.

Unfortunately, since your account was not closed due to gambling-related problems, reopening it was possible at any time.

Lastly, throughout this period, a permanent self-exclusion option was available in your account and could have been activated within a minute.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor