SpinLynx Casno - Player’s account exclusion request is ignored.

I first contacted Spinlynx via email on the 13th April 2026 asking for my account to be excluded due to having a major gambling addiction.

Since the first email I would say i have emailed well over 50 times and contacted support endless times asking the same thing but I just constantly get the same response.... please email alex@customercarespinlynx.com

He has ignored all my emails and the only time he has emailed was to tell me I have VIP cashback which is encouraging an admitted gambler to gamble more and is highly irresponsible.. I also asked for the hundreds and hundreds of pounds that I have deposited since asking for my account to be excluded due to addiction to be refunded as these shouldn't have been accepted as my request for exclusion should have been accepted and prossed in a timely manner.

This site is preying on the vulnerable by not closing their accounts even after telling them about their addiction.

It's making my physically ill. Its all I've been thinking about for weeks.

The £3500 is a rough estimate as I think it could be more but the casino site doesn't show me any deposit transactions prior to June. I roughly counted it from my bank account but this is difficult as they use different transaction IDs.

All I want is mainly for my account to be excluded which they are refusing to do even though I've been asking for over 12 weeks now. And for my deposits be refunded that I made after requesting to be excluded.

I would really appreciate any help you can give in the matter which is completely draining me physically and mentally.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinLynx 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?
• 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?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion via email at support@customercarespinlynx.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings SpinLynx Casno Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

Hi, i have emailed several occasions asking for self exclusion. The first being on the 13th April 2026 where I told them I wanted my account exluded due to gambling addiction.

I have also spoken to live chat on several occasions where I was to told email as they couldn't help. And I had to email the VIP manager. Who never makes any effort to respond. The only time I hear from him is to give me VIP cashback which only encourages my gambling.

I also asked live chat for a deposit limit but they said that is not a possibility.

I am still able to deposit and stupidly made deposits last night which were all accepted.

I did ask for a refund and they point blank refused and also still would not exclude my account.

I don't have all the emails as my memoty was full on my hotmail account and i stupidly deleted my sent emails to free up space but I can send you some of the ones I have.

I really appreciate you looking in to this for me.

Dear Jill99,

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, Munya (munya.s@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

Dear Jill99

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from SpinLynx Casno to join this discussion and provide their comments regarding the matter.

Dear SpinLynx Casno,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

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.

Jill99

I have tried to contact the casino repeatedly but have not succeeded. I am afraid there is little that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may encourage the casino to change its approach. If the casino decides to respond, we will reopen the complaint and notify you by email. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry I could not be of more help on this occasion.

Best regards,

Munya Shumba