Spininio Casino - Player’s account remains open despite closure requests.

I have sent messages to that casino several times about my gambling problem. The first time was on August 28th. According to their instructions, to the address customercare@spininio.com . I have also posted several times support@spininio.com . I have also put in live chat and they just won't close my account. So I have been able to deposit about €775 from that day to this, even though I have expressed my problem to them and asked many times to close it. They don't even answer my emails. I demand my money back from them.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spininio Casino.

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

• Is your account currently accessible to you?
• When was the last time support or live chat responded to any of your inquiries?
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communications?
• Has the casino responded to your refund request already? What did the casino reply?

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

This morning I received an email saying that the account has been closed for 30 days.

Support has not responded to any of the emails I have sent. I have emailed several times. And their live chat is support@spininio .

com email. That email directed me to the customercare email. No one answered from there and I was able to continue making deposits and playing.

It hasn't been many days since I was still able to deposit.

I have not unsubscribed from marketing communications. The casino has not responded to my refund request.

Thanks for the update.

Please send me the evidence of the casino's actions in only temporarily closing your account. My email is tomas@casino.guru

Thanks in advance for your cooperation.

Hi! I emailed you a picture as proof.

Dear Tenho,

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, Matej (matej.l@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,

Tomas

Hello Tenho, nice to meet you!

My name is Matej, and I will be assisting you with this case. I will do my best to help resolve the matter as soon as possible.

Thank you for providing the requested information. At this stage, I have everything I need from you. You do not need to send any additional information or documents unless I contact you and specifically ask for them. For now, please wait while we investigate the case.

I would now like to invite a representative of Spininio Casino to join this conversation and participate in the investigation.

Could the casino representative please provide more details as of what seems to be the issue with the self-exclusion, and submit all relevant supporting evidence?

Any sensitive information or internal system records may be sent directly to me by email at matej.l@casino.guru.

Thank you for your patience and cooperation.

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.

Dear Tenho,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Firstly, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact one of the four ADR Services the Anjouan Gaming Authority uses for submitting a complaint with them. To do this, please go to this link: https://anjouangaming.com/resources/authorized-adr-providers/. Once there, select your chosen service and lodge a complaint with them. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej