Spinsino Casino - Player demands refund due to self-exclusion error.

Hallo,

ich fordere eine Rückerstattung meiner Verlust in diesem Casino in Höhe von circa 1500 €.

Ich habe am 21. Februar 2025 einen globalen SelbstAusschluss bei dem Provider EOD CODE SRL über das Casino TG Casino eingereicht.

Das Casino bestätigte mir den selbstausschluss und ich habe in deren Live Chat noch einmal nachgefragt, ob ich jetzt für alle Casinos der Gruppe EOD CODE SRL, zu welchem auch das Casino Spinsino gehört gesperrt bin.

Hier wurde mir gegenüber bestätigt, dass der Selbstauschluss für die komplette Gruppe gilt.

Ich kann mich auch aktuell bei keinem anderen Casino der Gruppe EOD CODE SRL registrieren. Bei diesem Casino war es allerdings noch möglich, was ein Fehler seitens des Casinos war, und daher fordere ich eine Rückerstattung meiner Verluste.

Dear xSerious169,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

I have reviewed the Spinsino Casino website, and according to the information in the footer, it is owned by SIMBA N.V. There is no indication that the casino is connected to a company called EOD CODE SRL in any way.

Could you please confirm if you directly informed Spinsino Casino about your gambling addiction and requested self-exclusion?

I hope we can assist you in resolving this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dann prüfen sie bitte nochmal.

hier steht eindeutig EOD CODE SRL

I apologize for any confusion. It appears that the casino displays different operators depending on the country from which the website is accessed. With a German IP address, I can see that the operator is EOD CODE SRL.

To better understand your case, could you please clarify the following:

• When exactly did you open your account at Spinsino Casino?
• Have you been self-excluded from any other casinos operated by EOD CODE SRL apart from TG Casino?
• Besides the statement from a live chat agent, have you received confirmation from any other casino representatives that you were excluded from all casinos belonging to this group?

Thank you for your time. I appreciate your cooperation.

Ich habe mich am 22.3.2025 bei Spinsino angemeldet.

Ich kann mich aktuell bei keinen anderen Casinos von EOD Code SRL anmelden.

ich habe bisher immer einen selbstAusschluss bei dem Casino und auch bei dem Betreiber gefordert. Dies wurde mir vom TG Casino und zuvor auch von Golden Panda (auch EOD Code SRL) bestätigt. Ich habe also quasi einen Selbstausschluss für das jeweils Casino + den Betreiber eingereicht und man sagte mir immer, dass man den Selbstausschluss eingerichtet hat. Bei dem TG Casino habe ich dann im live Chat explizit gefragt, ob dieser denn für alle EOD Code SRL Casinos gilt, was bestätigt wurde.

Thank you for your patience while we looked into your case.

We’ve carefully reviewed the Terms and Conditions of Spinsino Casino, and we’d like to share the following information with you:

14.3 Due to technical necessity, all of EOD Code SRL brands and websites ("EOD Code SRL") are operated independently of each other; should you wish to effect a Self-Exclusion across all EOD Code SRL Brands you must do so by submitting a Self-Exclusion request via each EOD Code SRL Brand customer support email address, or by specifically instructing us to do so on your behalf via email sent to a EOD Code SRL customer support email address, which provides us with sufficient information to be able to identify your accounts across all EOD Code SRL Brands, following which your Self-Exclusion request will be actioned in a timely fashion for all existing EOD Code SRL Brands with which you have previously created an account. 

According to clause 14.3, all brands operated by EOD Code SRL function independently due to technical limitations. As such, a self-exclusion request submitted through one brand does not automatically apply to others. In order for a self-exclusion to cover all EOD Code SRL brands, players are required to either submit individual requests to each brand’s customer support or provide sufficient information via email for the operator to identify all associated accounts and apply the exclusion across them.

This clause also clarifies that such exclusions apply retrospectively—that is, only to accounts already created at the time of the request. Any new accounts registered after the self-exclusion was processed would not be covered and would require a separate self-exclusion request.

Based on the evidence you shared, we understand that you requested self-exclusion from TG Casino on February 21, and your account at Spinsino was created on March 22. Given that the exclusion was not applied across the group and the Spinsino account was opened after the initial request, the casino’s actions are aligned with its terms and conditions.

While we understand how frustrating and counterintuitive this can feel—especially when multiple brands belong to the same company—it’s important to note that current licensing requirements do not obligate operators to implement group-wide exclusions. Unfortunately, this means we’re unable to request a refund on your behalf in this case.

With this in mind, we’ll now proceed to close the complaint. We genuinely appreciate your understanding and hope that this experience helps highlight how self-exclusion requests work across different operators. If you have any other questions or need further assistance in the future, please don’t hesitate to reach out.

Best regards,

Veronika