SpinHub Casino - Player seeks refund after account self-exclusion.

I am requesting a refund of EUR 1,284, which SpinHub accepted while I was already self-excluded.

On 13 May 2026, I contacted SpinHub support requesting self-exclusion due to gambling problems. Support instructed me to send my request to their KYC department, which I did immediately. My email clearly stated that I had been registered in the Latvian national self-exclusion register since February 2026, and I attached documentary evidence, including my ID and the self-exclusion certificate.

Despite receiving this information, SpinHub did not close my account.

On 15 May 2026, I sent two follow-up emails explaining that my account was still active and that I was still able to gamble. These emails were ignored, and my account remained open.

SpinHub continued accepting my deposits during this period.

Only after I submitted a formal refund complaint on 7 July 2026 regarding the deposits accepted during self-exclusion did SpinHub silently close my account. They never responded to my refund request or explained why my self-exclusion requests had been ignored.

I have now recovered the complete email chain from my Gmail trash folder, which clearly proves:

•I requested self-exclusion and disclosed my gambling problem.

•I repeatedly informed SpinHub that my account was still active.

SpinHub ignored these emails, kept my account open, and continued accepting deposits.

I believe these deposits should never have been accepted.

Therefore, I request a full refund of EUR 1,254 deposited during the period when my self-exclusion request had already been submitted and repeatedly followed up.

Thank you,

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the full, uncropped, original email communications between you and the casino customer support regarding your self-exclusion request? Ideally, please send them to me as attachments in .eml format. My email address is veronika.f@casino.guru.
• Did you contact the casino customer support between 15 May and 7 July, while your account was still open and you were able to play?
• Did you continue making deposits and playing during this period?
• Did you pass the full KYC verification at this casino?

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

Best regards,

Veronika

Hello Veronika,

I've responded to your provided email address.

Regards,

Alise

Dear vienalga

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 vienalga,

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

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

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

Dear SpinHub 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.

Dear Igor,

We would like to inform you that we have responded to your email regarding the matter in question.

best regards

Dear Igor,

I would also like to clarify an important point regarding the email evidence.

SpinHub, as the operator, should have access to its own email records and correspondence history, including the emails received from me on the relevant dates.

Unfortunately, I no longer have every individual email saved separately.

The only correspondence I had I've sent you already.

Therefore, if SpinHub disputes receiving any particular self-exclusion request, I believe they should be able to verify this from their own email records, including the date, time, sender and recipient.

One more point: I don't think it is entirely fair or transparent to conduct the case behind my back and allow the casino to provide its version of events without me being able to see or respond to it.

This is especially concerning because SpinHub has never responded to any of my emails regarding this matter. I have repeatedly tried to contact them, but received no response. Not even one.

This process does not feel fair or transparent. SpinHub has never responded to any of my emails, yet they have apparently provided their version of events privately to Casino Guru, while I am not allowed to see or respond to their claims. If their position was genuinely straightforward and supported by the evidence, I see no reason why it could not be presented publicly.

At the very least, I should be given the opportunity to review and respond to whatever evidence or statements the casino has submitted before any decision is made.

Kind regards,

Vienalga

Dear SpinHub Casino,

Could you please check if you received any emails from the player between 13 and 21 May 2026? Please also check your spam folder and whether any emails failed to arrive.

You can send the results to me at igor.p@casino.guru.

Thank you.

Dear Igor,

We would like to inform you that we have responded to your email regarding the matter in question.

best regards

Dear vienalga,

After reviewing the evidence from both parties, I must reject and close this complaint. The file you submitted does not contain independently verifiable original emails from May; it is a later forwarded chain containing quoted correspondence. The casino’s mailbox and support-system records do not contain the alleged May messages. Consequently, I cannot accept this material as authentic proof that the self-exclusion requests were sent and received.

Furthermore, I have been notified that you have initiated a chargeback, which in itself is sufficient reason to reject any complaint.

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