The player from Portugal had filed a complaint against Spinoloco Casino for having accepted deposits without a valid license from SRIJ. Despite having requested account deletion and self-exclusion, he reported that he had continued to have access and make deposits, which violated responsible gaming policies. He had sought Casino Guru's assistance in investigating and reimbursing his deposits. The complaint was ultimately marked as unresolved due to the casino's lack of cooperation and response. Later on the casino asked the complaint to be reopened, they closed the player's account and refunded the deposits made. The complaint was marked as rejected, because the player has requested Spinoloco Casino to refund deposits made into different casino accounts, claiming they are all under the same management, which was proven to be a false claim.
Spinoloco Casino - Player reports illegal operations by casino.
Other
Amount: €5,000
Spinoloco Casino
Safety Index:Above averageCase summary
Translation
I'm filing a complaint against Spinoloco Casino for the same reason: accepting deposits from players in Portugal without any valid license issued by SRIJ.
I made deposits via Eupago and MBWay, which should only be available to casinos licensed in Portugal.
After requesting account deletion and self-exclusion, I received no response and they continued to allow access and deposits, constituting a violation of the responsible gaming policy.
I ask Casino Guru to investigate this situation and contact the operator for reimbursement of the amounts deposited, as the casino is operating illegally.
I will attach bank statements and proof of payments as evidence.
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Dear Joaobsousa,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Cashed Casino.
Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.
If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs.
Regarding your self exclusion request, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is katarina.d@casino.guru.
Thank you very much in advance.
Best regards,
Katarina
Dear Joaobsousa,
thank you for your email.
- Do I understand correctly that your first self exclusion email to Spinoloco Casino was sent on November 9th, please?
- Have you received any response? Is your account closed?
- When was the last time you made a deposit, please?
Looking forward to your reply,
Katarina
TranslationHello, Katarina,
Thank you for your message.
I would like to clarify the dates, as there is a very important point:
- My first request for permanent account closure was sent to Spinoloco on 27/09/2024, according to the email with the attached form (Account Management Form).
- This request was made for financial reasons, and the closure should have been immediate and definitive.
- However, my account remained active after that date, without any warning or explanation from the casino.
- Only on 10/06/2025 did I finally receive an email from Spinoloco informing me that the account had been closed.
I therefore ask the casino to provide:
Full explanation as to why the account remained open after my formal request for permanent closure on 27/09/2024.
Detailed history of all account activity, including:
- Login dates
- Deposits made
- Payment methods used
- Balances
- Losses and gains
Information on who authorized or processed the reopening/continuation of the account.
Confirmation that the failure to close the account is not in accordance with responsible gaming policies.
This situation has resulted in spending that should not have been possible, so I need this analysis done as a matter of priority.
Thank you in advance for your help.
Best regards,
Dear Joaobsousa,
thank you for your reply and email.
Could you please forward the self-exclusion emails in their proper email format rather than as screenshots?
Do you struggle with a gambling problem, please?
Looking forward to your reply,
Katarina
Dear Joaobsousa,
thank you for your message.
I understand your desire to close your account and agree that the casino should respect your decision without resistance. However, Casino Guru's support is primarily focused on assisting players struggling with gambling addiction, as they are particularly vulnerable. While casinos, like any business, are entitled to employ persuasive tactics to retain customers, I encourage you to remain firm in your decision. It appears you possess the willpower to close your account independently. Therefore, I must close this complaint. I regret that I could not provide more direct assistance.
All the best,
Katarina
Dear Joaobsousa,
Thank you for your email, 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,
Katarina
Hello Joaobsousa, nice to meet you again!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Spinoloco Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
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.
TranslationMore than 24 hours and they haven't closed this case?
you really don't understand
Dear Joaobsousa,
I would like to make you aware, that your self-exclusion via SRIJ only applies to casinos licensed by Portuguese authority. By playing in casinos that are not licensed by this body you are voluntarily circumventing your self-exclusion, and Portuguese (as well as EU) laws do not apply to casinos operating under Anjouan or Curaçao licenses.
However, 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.
As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot.
Then, you can contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:
Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions.
As last two steps, you can also self-exclude from all Anjouan-licensed casinos by filling up a form which you can access via Anjouan Validator, clicking the "Self-Exclususion" button and following the instructions. Then, 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.
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
We’ve reopened this complaint at the request of Spinoloco Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Spinoloco Casino, could you please confirm whether the account closures on 27/09/2024, 06/03/2025 and 10/06/2025 have been a regular ones or self-exclusion due to gambling addiction?
And I would also like to ask about the contradiction in your statement, that the player has made no deposits since 2024 account closure, yet later on you stated that he has made a deposit on 07/01/2025. Thank you.
We would like to clarify that on 07/01/2025, the player contacted their VIP agent requesting the reactivation of the account. The reactivation was completed on the same date, after which a deposit was made.
Please note that the account had remained inactive with no activity since 27/09/2024 and was only reactivated upon the player’s request.
I would also like to emphasize that the account is closed and no further activity is possible
Best Regards
Thank you for the response, this clears out the confusion regarding 07/01/2025.
To be able to assess this complaint in full, I would like to reiterate my previous question: could you please confirm whether the account closure requests on 27/09/2024, 06/03/2025 and 10/06/2025 have been a regular ones or self-exclusion due to gambling addiction? If needed, you can e-mail me (matej.l@casino.guru) screenshots of the above requests. No information will be shared or forwarded, and is purely for internal investigation purposes. Thank you for your 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 Joaobsousa,
I apologise for getting your hopes up. The casino has not responded to my further inquiries and to not prolong this any longer, the complaint will be closed once again as unresolved.
Dear Joaobsousa, according to the following message from the casino, your deposits should have been refunded and the account permanently closed. Can you please confirm whether you have received the money, what was the amount and whether you consider the issue as successfully resolved? Thank you very much.
Dear Casino Guru Team and Player,
At Spinoloco, we take Responsible Gaming very seriously and always aim to ensure the well-being of our players. For this reason, we conducted an additional review of this case, particularly considering the deposits made after the initial account closure request submitted on 27/09/2024.
As a result of this review, the refund of the eligible deposits has been successfully processed. Please also note that the player’s account has been permanently closed and cannot be reactivated, in accordance with our Responsible Gaming policies.
Thank you for your understanding.
Kind regards,
Spinoloco Support Team
TranslationDear Matej,
Thank you for your continued mediation. I would like to inform you that I received a communication from Spinoloco offering a refund of only €256.00 for a selective list of 8 deposits.
However, after a thorough analysis of my bank statements (which I attach again with the highlighted transactions), I find that this figure is completely incorrect and omits the vast majority of deposits made after my closure request on 27/09/2024.
The casino seems to be purposely ignoring the larger deposits made through the EUPAGO and UNLIMIT EU processors. I would like to highlight the following points to Matej:
1. amounts omitted: In the month of November 2024 alone, there are deposits of €250, €300, €400, €500 and €600 that are not listed by the casino.
2. actual total due: The total amount deposited after the closure request exceeds €4,700.00, not the €256.00 alleged.
3. Continuity of Failure: I have even identified deposits made in January 2025 (e.g. €50 via Eupago on 29/01), which proves that the account was never properly blocked.
4. Account reactivation: The casino reactivated my account for 24 hours so that I could withdraw the €256. I will withdraw this amount only as a partial refund, but I do not accept this amount as a final resolution of the case.
Matej, please confront the casino with the bank statements I'm sending. The casino cannot choose which deposits to refund when the failure of Responsible Gaming is total. If the account should be closed, all deposits must be returned, regardless of the payment processor.
Thank you for your support in compelling the casino to refund the full amount missing.
Sincerely,
Joaobsousa
Thank you for the confirmation, Joaobsousa, much appreciated.
Dear Spinoloco Casino, can you please check the player's response above and let us know of your findings? Thank you.
As per the email sent, I am awaiting the submission of the statements in PDF format indicating the mentioned transactions.
We appreciate the player for providing the bank statements, and we would like to clarify that, after verification by our finance department, the deposits mentioned were not made in our casino.
Spinoloco Team
Thank you for checking this for us, Spinoloco Casino, much appreciated.
Dear Joaobsousa, is it possible you have been depositing into multiple different casinos at that time? Can you double-check the payments with other casino deposits made in that time period? Thank you.
As shown in the attached screenshots, Cashed, Cazeus, Slotuna, and Lighweight share the exact same support infrastructure and live chat platform. Furthermore, the brand Rabona (which operates under this same management) has already recognized my self-exclusion and refunded me €3,900.
This proves that the group's central system is aware of my gambling problem and self-exclusion status. Allowing me to deposit in Spinoloco, Cashed, and Cazeus after the Rabona refund is a systemic failure of their Responsible Gambling duties. I have provided bank statements proving these deposits were settled via Eupago/Unlimit, and I demand a full refund of €1,964 for the Spinoloco case.
Dear Joaobsousa, as my colleague Igor explained to you in your previous complaint against Cazeus Casino: just because casinos are using the same platform to conduct business, or just because they use the same help desk system, it does not mean the owner and operator are the same.
To be clear: helpdesk system is a licensed product, same as the platform the casino is using. As such, the licence can be purchased and platform used by any casino. Think of it as Windows OS licence. There are millions of people using Windows on their computers, yet they are not related to each other.
To reinforce the information I am trying to convey, after a quick look I can tell you that Spinoloco Casino is owned by Medial N.V., while the other casinos you mentioned are owned by NovaForge Ltd. These are officially unrelated casinos, and neither of them states that self-excluding in one casino will carry over to the rest of them.
Also, even if the owner is the same, the operator may differ, and many casinos owned, or even owned and operated by the same company, are treated as unrelated business ventures, each operating under their own terms and structure.
For your future reference: unless the casino's Terms & Conditions or Responsible gambling page clearly states that self-excluding in one casino will get you excluded in sister casinos as well, Casino Guru will not process further complaints from yourself if you keep requesting refunds from unrelated casinos. This is to ensure the time of mediators is used properly. Thank you for your understanding.
Since the casino closed your account and refunded the deposits you have made into this specific casino after the time we believe the account should have been closed, there is nothing else I can mediate on your behalf and the complaint will be closed. Since Casino Guru does not count complaints where the player is not 100% satisfied with the outcome as successfully resolved, I will close this case as "rejected".
Once again, 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.
Please remember that you are welcome to contact us again if you run into any problems with this or any other 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.
