Spinsy Casino - Player's account has been closed.

Hello, I am filing a complaint against Spinsy casino due to a gross violation of responsible gaming and self-exclusion rules.

On April 10th, you reported your gambling addiction to them and requested a permanent account freeze. The casino ignored my request, left the account open, or later illegally reopened it and sent me promotional materials. As a result of this failure of the casino's protection mechanisms, I lost approximately CZK 27,000 on the account after that date. The casino must prove the exact amount of deposits after April 10th from its transaction history, to which it has now blocked my access.

Now my account is blocked again, but the casino completely ignores my repeated requests for a refund (return) of all deposits that it allowed me to make after reporting my addiction. Chat support is deliberately delaying communication. I am asking for help in obtaining a refund due. I am attaching all evidence (screenshots of emails with the date of the blocking request). It is limited, so I am only adding the essentials about the request and confirmation of self-exclusion and then evidence of payments after it. Unfortunately, I do not know the exact amount of spending, but of course I am requesting a refund of all funds that were deposited after self-exclusion.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinsy Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues on April 10th? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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