Spinoloco Casino - Player reports illegal operations by casino.

Venho apresentar reclamação contra o Spinoloco Casino, pelo mesmo motivo: aceitação de depósitos de jogadores em Portugal, sem qualquer licença válida emitida pela SRIJ.

Efetuei depósitos através de Eupago e MBWay, que só deveriam estar disponíveis para casinos licenciados em território português.

Após solicitar eliminação da conta e auto-exclusão, não obtive resposta e continuaram a permitir o acesso e depósitos, configurando violação da política de jogo responsável.

Peço ao Casino Guru que investigue esta situação e contacte o operador para reembolso dos montantes depositados, já que o casino está a operar de forma ilegal.

Anexarei extratos bancários e comprovativos de pagamentos como prova.

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.

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 [email protected].

Thank you very much in advance.

Best regards,

Katarina

Já respondi para o e-mail

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

Olá Katarina,

Obrigado pela sua mensagem.

Gostaria de esclarecer as datas, pois existe um ponto muito importante:

– O meu primeiro pedido de encerramento permanente da conta foi enviado ao Spinoloco em 27/09/2024, conforme o e-mail com o formulário em anexo (Account Management Form).

– Esse pedido foi feito por motivos financeiros, e o encerramento deveria ter sido imediato e definitivo.

– No entanto, a minha conta continuou ativa após essa data, sem qualquer aviso ou explicação por parte do casino.

– Apenas em 10/06/2025 recebi finalmente um e-mail do Spinoloco a informar que a conta tinha sido encerrada.

Peço, por isso, que o casino forneça:

Explicação completa sobre por que motivo a conta permaneceu aberta depois do meu pedido formal de encerramento permanente em 27/09/2024.

Histórico detalhado de todas as atividades da conta, incluindo:

– Datas de login

– Depósitos realizados

– Métodos de pagamento usados

– Saldos

– Perdas e ganhos

Informação sobre quem autorizou ou processou a reabertura/continuação da conta.

Confirmação de que a falha em encerrar a conta não está de acordo com as políticas de jogo responsável.

Esta situação resultou em gastos que não deveriam ter sido possíveis, portanto preciso que esta análise seja feita com prioridade.

Agradeço desde já a ajuda.

Cumprimentos,

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

Já enviei

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 ([email protected]). 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 [email protected].

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.

Mais de 24 horas e não encerram este caso?

não se compreende realmente

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 [email protected]. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej