The player from Austria had repeatedly requested the permanent closure of his Spininio Casino account, but the casino refused and continued to send notifications about free spins credited to his account. He sought assistance in ensuring his account was closed. We asked him to provide the account closure requests and the casino’s replies so we could review whether this was a simple account closure or a self-exclusion request. The player then marked the complaint as resolved, and we closed the case as resolved based on his confirmation.
Spininio Casino - Player requests account closure but it remains open.
Resolved
Our verdict
Case closed
Amount: ??
Spininio Casino
Safety Index 5.0 Below averageCase summary
Discussion
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1 month ago
Translation
I have contacted Spininio Casino at least 10 times requesting that I permanently close my account. The casino refuses to close it and instead sends emails stating that free spins have been credited to my account. This is surely against their rules. I request assistance in permanently closing my account with this awful casino.
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1 month ago
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.
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1 month ago
Dear rkk_66,
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
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1 month ago
TranslationHello Veronika,
Simply opening this complaint helped, and as I saw, the casino blocked my account.
I sent at least 10-12 emails to the casino requesting the closure of my account.
I should have opened this complaint earlier; it would have saved me a lot of trouble.
Thanks.
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear rkk_66,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
