The player from Quebec requests a full refund of $2,015.24 due to Spinsy Casino's failure to honor her self-exclusion request made in October 2025, despite her admitting to a gambling problem. The casino permitted her to make further deposits in 2026, breaching Responsible Gaming policies.
Spinsy Casino - Player's account closure ignored, seeking refund.
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15 hours ago
Translation
I request a full refund of my deposits totaling $2,015.24 made in April and May 2026, following a serious breach of Responsible Gaming policies by Spinsy Casino.
Here is the timeline of events proving that my account should have been permanently closed since October 2025:
• On October 1, 2025: I contacted support to request an immediate self-exclusion, explicitly stating: 'I have a serious gambling problem and I have no more money'.
• October 6, 2025: Instead of proceeding with the immediate closure as required by their license, the VIP manager (Mark) tried to retain me by offering an 'alternative': keep my account available and simply take a break without obligation.
• On October 6 and 7, 2025: I reiterated my request for permanent closure due to addiction, emphasizing that my requests were not being respected.
Despite these admissions of addiction and my repeated requests, my account remained accessible, which allowed the following deposits in 2026:
• October 2025: $40.00 (right after the initial request).
• April 30 and May 1, 2026: A series of deposits totaling $1,975.24.
The casino deliberately ignored a request for self-exclusion due to a gambling problem, which constitutes a direct breach of their duty to protect vulnerable players. I have attached screenshots of all the aforementioned exchanges to this complaint.
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1 hour ago
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1 hour ago
Dear Veekey2026,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing.
To better understand your situation and assist you effectively, could you please clarify the following points:
- Could you confirm whether your account is still accessible?
- Did you send your request to the correct email address: support@spinsy.com?
- Did you receive any confirmation from the casino regarding your self-exclusion request made on October 1, 2025?
Your cooperation in providing these details will help us investigate the matter and work towards a resolution.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petra
