The player from Germany had requested immediate and permanent account closure due to gambling addiction but was able to deposit again after her request went unaddressed. After notifying the casino of her intention to file a complaint, her account was finally closed, but her refund requests had been ignored since then. The Complaints Team confirmed that the casino had acted correctly by closing her account within a few business days after her request and stated that the time taken to process her self-exclusion was reasonable. Consequently, her request for a refund of her deposits was not accommodated, leading to the closure of the complaint.
Spinoloco Casino - Player’s account has been closed without processing refund.
Closed
Our verdict
Unjustified complaint
Amount: €560
Spinoloco Casino
Safety Index:LowCase summary
Discussion
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5 months ago
Translation
Good morning dear Casino Guru Team
On September 30, 2025, I contacted VIP Manager Carla via WhatsApp, who told me that she would now be responsible for my account. I asked her to close my account immediately, permanently, and irrevocably, as I am a gambling addict. What can I say... Nothing happened!
I was able to deposit another €560 on October 1, 2025.
"Once you request self-exclusion, we will ensure that you will not have access to our services for the duration of the selected period." This is what it says on the website!
Unfortunately, that wasn't the case. Only when I informed Carla via WhatsApp that I would be contacting Casino Guru regarding a complaint was my account immediately closed. So, here I can see that my WhatsApp message was read.
I asked the casino to refund my deposits after requesting to close my account, but since then, they've ignored me.... Nothing happens via email, and no one responds via WhatsApp either. It's very strange that I'm writing to Carla, but when it comes to closing my account, no one responds.
Gambling addiction should probably be taken a little more seriously, right?
Sincerely, Kora76
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5 months 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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email 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 your complaint. I’m sorry to hear about your negative experience with Spinoloco Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you received any response to your self-exclusion request from your vip manager?
- Have they acknowledged receiving the message from you?
- Could you please share the interaction you had with your VIP manager as evidence? Send the information to my email at tomas@casino.guru
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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5 months ago
TranslationI'm also copying the WhatsApp communication here...
September 30th: Hello Carla. Please close my account immediately, permanently, and irrevocably. I'm addicted to gambling. I gamble more than I have....
01.10: Hello Carla. It's sad when you have a VIP manager who seems to be taking care of your account. They don't treat gambling addiction particularly well. Yesterday I asked for my account to be closed immediately, but so far nothing has happened.
I request that Spinoloco Casino refund my deposits, starting from the date of the account closure request. These total €560. If the casino does not accommodate me, I will contact Casino Guru. Gambling addiction is a serious issue and should be treated as a priority. I request a response.
01.10: Okay. Apparently, they're reading my messages, otherwise my account wouldn't be closed. Will I also receive a response?
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5 months ago
TranslationGood morning. Unfortunately, the casino is still ignoring my messages 😔
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5 months ago
TranslationGood morning,
I had the following communication with the casino this morning via WhatsApp. I've copied it out.
Me: "Good morning. I'm still waiting for the €560 refund..."
Casino: "In accordance with point 7.7 of the Terms and Conditions, which you have accepted, you acknowledge that you may request the closure of your account at any time by contacting customer support at support@spinoloco.com contact.
Unfortunately, I can't help you further – please contact the official customer service email address."
Me: "You told me that you are now in charge of my account!"
Casino: "Your account has been closed at your request. If you have any further questions, please contact the support email."
Me: "I'm no longer contacting support, but only through Casino Guru's complaints department. I also inform you that you're writing utter nonsense. You supposedly can't block my account? Yes, you can! Because you did that after I informed you that I had filed a complaint. Otherwise, I have to expect from a reputable casino, where gambling addiction is supposedly taken very seriously, that after I inform them here in the chat that I'm addicted to gambling, they'll immediately give me the email address to which I must send my self-exclusion. This didn't happen either! There was no response at all!"
Casino: "You can close your account immediately by requesting this via email to customer support, but you have not done so. I have closed your account solely as a courtesy. You have not followed the procedure provided for in the Terms and Conditions you accepted. If you have any questions, please contact customer support."
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5 months ago
Thanks for the detailed explanation of the situation.
However, as self-exclusion requests are handled manually to ensure the integrity of the entire process, it does take some time to process these sensitive requests.
The casino closed your account a few business days after your request. Unfortunately, the casino cannot be held responsible for the funds you deposited and lost during the processing of your request.
The casino acted correctly, took the necessary steps, and the few business days taken to process your request and restrict your account are considered a reasonable timeframe from our perspective.
Consequently, we are unable to request a refund of deposits that were lost in gameplay, and the complaint will be closed as a result. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
