Spinoli Casino - Player’s account is not appropriately restricted.

I have to be honest and admit I’m struggling to keep the beast that is a horrendous gambling addiction.

I opened an account with Spinoli 13 June

very shortly after back to back deposits I knew if I didn’t take action I would ruin my finances and my mental health

so I took action and reached out to live chat pleaded and begged them to block me or put limits in place I kept getting responses oh just play responsibly

I kept explaining and explaining that I didn’t need advise I was a gambling addict and I needed help i begged to them to take action not give advice I asked could they block me or implement limits I kept asking what tools they had to offer and the response was "play responsibly"

this is not acceptable for an online casino to treat people like this especially when the websites had contradicting information

They say they review and classify customer as vulnerable if they show signs of problematic gambling I clearly had all the signs I refer to 6.9.5.1

i refer to 2.1 where they say they provide active measures to avoid negative consequences

I refer to 2.2 they say they have temporary measures & limits

whilst I note very cleverly and clearly outrageous that they say it takes up to 10 days to action self exclusion request

rules 2.1 & 2.2 should come first

they also cannot say or deny they were aware I had gambling addiction as I begged them on live chat

I sent multiple emails all were ignored

also I can confirm the email was read

as on their policy for "responsible gambling " it advised of self assessment and it states if you answer yes to 2 more questions to contact support immediately

I did and the response I received was to send my request to customer care

please help I think it’s only fair they refund my deposits and review their policy as it’s horrible to treat gamblers like this

surely it is evident that they failed to demonstrate some or no duty of care whatsoever

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.

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.

• Have you received any response from the customercare email regarding your self-exclusion request? If so, kindly forward it to me at veronika.f@casino.guru.
• When was the last time the casino communicated with you regarding your self-exclusion request?
• Have you been asked to undergo the full KYC verification?

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

many thanks for reviewing this

please see responses

1. absolutely no response received yet re my self exclusion request
2. The last correspondence was when they replied from the support email asking me to forward it to customer care email. As I noted on their website it states if you answered yes to more than 2 gambling problem questions contact support immediately I did both email and live chat
3. yes at one stage I had pending withdrawal and before I lost this I had completed full KYC verification

thanks again

Dear Yerwoman26

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 Yerwoman26,

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

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

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

Dear Spinoli 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.

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 Yerwoman26,

I have repeatedly tried to contact the Spinoli Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor