Spinoli Casino - Player's self-exclusion request is ignored.

Complaint against Spinoli Casino — Self-exclusion request ignored and approximately €1,000 lost

I am making this complaint because Spinoli Casino failed to act on a clear and explicit self-exclusion request after I told them that I have a gambling addiction.

Three days ago, I contacted Spinoli in writing and sent the following request:

"I have a gambling addiction and require an immediate permanent self exclusion be placed on my account.

I want a 5 year exclusion as I need to sort out my addiction.

I understand my balance will be void as well as any other free bets.

I am happy for you to proceed."

This was not a general request to close my account. I specifically disclosed that I have a gambling addiction and requested a five-year self-exclusion.

Despite this, Spinoli did not implement the self-exclusion and my account remained fully accessible.

I was still able to gamble and today I lost approximately €1,000.

I have received no meaningful response explaining why my self-exclusion was not implemented.

I am therefore asking Casino Guru to investigate whether Spinoli failed to properly handle my self-exclusion request and whether I should be refunded the losses incurred after that request.

I am seeking approximately €1,000, representing my net losses incurred after I explicitly requested self-exclusion.

I can provide:

- The original email requesting the five-year self-exclusion;

- Proof of the date and time the email was sent;

- My Spinoli account history;

- Deposit and withdrawal records;

- Gambling transaction records;

- Screenshots showing that my account remained accessible after the request;

- Any subsequent correspondence or live-chat records.

I also note that Casino Guru has previously dealt with other Spinoli complaints involving self-exclusion and gambling addiction, including cases where players reported that their requests were ignored or delayed.

In particular, a recent Spinoli complaint involved a player who disclosed gambling addiction, repeatedly requested restrictions/closure and reported that the casino failed to respond. Casino Guru ultimately marked that complaint unresolved after the casino failed to cooperate.

I understand that Casino Guru will assess the specific facts and timeline of my case. My key point is that Spinoli was explicitly informed in writing that I had a gambling addiction and that I wanted immediate self-exclusion for five years, yet I was still permitted to gamble and lose approximately €1,000 afterwards.

I am asking Casino Guru to contact Spinoli, obtain their explanation and determine whether the losses incurred after my self-exclusion request should be refunded.

I also request that Spinoli permanently self-exclude/close my account immediately and that no further gambling or reopening be permitted.

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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.

• Did you receive any response from the casino regarding the self-exclusion request you sent on 23 September? If so, please forward me the entire original communication thread between you and the casino's customer support at veronika.f@casino.guru.
• Have you tried contacting the casino through any other communication channels to request the closure of your account due to gambling addiction? If so, which channels did you use, and what responses did you receive?
• Is your account fully verified?
• Is your account still open, or has it been disabled in the meantime?

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