The player from Germany requested a refund of deposits made at Spinoli Casino after he was banned from the operator network due to gambling addiction. He had submitted a self-exclusion request and contacted support multiple times without receiving a response. The player’s account was closed after he made deposits and gambled, but the self-exclusion was still being processed during that time. After reviewing the timeline and communications, we determined that the casino processed the self-exclusion request within a reasonable time, and the player was not yet protected during his gameplay. Therefore, the complaint was rejected as the intervention was not justified under those circumstances.
Spinoli Casino - Player seeks a refund after self-exclusion.
Closed
Our verdict
Unjustified complaint
Amount: €1,500
Spinoli Casino
Safety Index:Below averageCase summary
Discussion
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1 month ago
Translation
I made deposits at Spinoli Casino on January 30, 2026, and immediately requested a refund. The reason for this is that I had previously been banned from the entire operator network due to gambling addiction, and this was also reported directly to the casino ( customercare@spinoli.com ) I have sent a request for self-exclusion.
I contacted support on January 30, 2026, and requested a refund of my deposits. I also sent several reminders, including on February 4th and 9th. None of these messages received a reply.
Since a valid self-exclusion order was in place within the operator group, I demand a full refund of my deposits. The casino had a duty to prevent me from playing and not to have my account activated in the first place.
Since my requests were ignored, I feel compelled to file this complaint and have the case reviewed.
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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
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinoli Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible?
- Could you please advise when you registered your account in the casino?
- Regarding the amount you deposited into the casino on January 30th, have you used this amount for gameplay?
- Could you please share the communication the casino sent you regarding your self-exclusion, if any?
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
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1 month ago
TranslationHello,
My account has since been closed. I registered at the end of January and used the money to gamble.
I never received a reply from the casino to my emails. No matter which emails I sent.
I'm simply being completely ignored by the casino.
I'll send you everything relevant by email.
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1 month ago
Thanks for the information shared via email and here in the complaint thread.
- Could you please confirm when you registered at the casino? (date)
- When exactly did you make the deposits in the casino, and when was your account closed?
Thanks in advance for your reply.
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1 month ago
Thanks for your patience.
Please note that online casinos are not necessarily going to implement self-exclusion for players who are not yet their customers. Please note that if you registered your account, asked for self-exclusion the same day, made deposits, and lost during the time your self-exclusion was being processed, there is little we can accomplish, since it appears from our point of view that the casino processed your request within a reasonable time.
Please let me know if I understood the timeline of events correctly, or please let me know if there is any information I might not have considered or overlooked.
Looking forward to your reply.
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1 month ago
TranslationHello,
They misunderstood that.
I sent the email beforehand, that's correct.
However, immediately after registering, I contacted the live chat and asked about the email regarding my self-exclusion. I was simply told it was being processed and that I should send another email.
I did that too. Despite that, I was able to make deposits and was never blocked.
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1 month ago
TranslationWhy does it always take a full 7 days for me to get a reply here?
Could you please finally include the casino in the conversation, as I am not receiving any replies to my emails?
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1 month ago
Thank you for your patience.
We currently have hundreds of active complaints, and we strive to reply as soon as possible within the designated time of 7 days.
I went over the communication you shared. The response you received from live chat is that your self-exclusion is being processed, which means there was no expectation that self-exclusion is already in effect or that the protection is already active. After careful consideration, we are unable to intervene under these circumstances.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
