Spinsy Casino - Player’s account has been closed after exploitation.

On 1 August 2025, I emailed Spinsy support requesting the closure of my account, stating that I had developed a gambling addiction. Spinsy promptly closed my account. However, on 4 August, I reactivated it to claim a weekly cashback bonus I had been notified of via email. After claiming the bonus, I made no winnings and requested that my account be closed again.

On 6 August 2025, my VIP Manager offered me a four-week "break" from all email communications from Spinsy. I accepted this offer. Despite this, I received promotional emails on 8, 9, and 11 August-while my break period should still have been in effect. These emails prompted me to log into my account and, in my vulnerable state, I deposited a total of $3,500 within 48 hours.

On 14 August, I contacted Spinsy to request a refund of these deposits, as the company had breached the agreed communication break. Instead of a direct response, I first received a promotional email titled "Accomplishment Unlocked" offering a $250 bonus and a 70% match bonus on my next 3 deposits-an exploitative and predatory reaction given my disclosed addiction. After replying to this email, I finally received a response to my refund request. The refund was denied, but promotions and marketing communications were then disabled "to protect from any other temptations"-a step that should have been taken before my relapse.

I have since had my account closed. I believe I was severely exploited by Spinsy during a vulnerable period, and I hope that others will be spared from similar treatment in the future.

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 I can better understand the situation.

• When was the last time the casino allowed you to deposit?
• Have you contacted general support regarding any of these issues in addition to your VIP manager?
• When exactly was your account closed?
• Could you please forward the correspondence with the casino where the casino refused to refund your deposited funds? 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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Hi Tomas,

I have emailed you all correspondence with Spinsy regarding this matter.

As for your questions

• When was the last time the casino allowed you to deposit? - I was last able to deposit funds on August 14th 2025 AEST.
• Have you contacted general support regarding any of these issues in addition to your VIP manager? - I contacted general support for updates on my refund request via live chat, but received generic responses.
• When exactly was your account closed? - My account was closed today (15/08/2025) by my own request as per the emails I have sent to you.

I hope that the information above helps.

Regards.

My apologies, the last deposit to my Spinsy account was 14/08/2025.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Bingle,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Spinsy Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Spinsy Casino,

I am writing to request a detailed explanation regarding a player’s account. Despite the player explicitly requesting the closure of their account due to a gambling problem, access to the account has not been restricted. Please clarify why this request has not been actioned and what steps are being taken to secure the account in accordance with responsible gambling practices.

Additionally, the player has received multiple promotional emails despite explicitly requesting to be opted out for four weeks, as confirmed by his personal VIP manager. Please explain why these communications were sent and how your processes ensure that such requests are respected.

A thorough and transparent response is essential to ensure a fair and responsible resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear All,

Thank you for reaching out to us.

We are investigating the matter with the relevant department.

As soon as we have an update, we will let you know.

Kind regards,

Spinsy Casino Team

Hello Kubo and Spinsy Team,

Thank you, Kubo, for your assistance. Since 15 August, the only update I’ve received was an email from my VIP manager on 19 August confirming my account closure, disabled communications, and the denial of my refund request. I have sent you an email with this response attached, as well as the promotional and marketing emails I received during my break period.

To Spinsy: it has now been several days since your last message on 27 August, where you advised that the issue was being investigated. I kindly request a detailed update without further delay.

Best regards,

Dear Bingle,

We have sent you our refund offer via email regarding your losses at the casino.

Please check it, and if you accept, forward the requested information to proceed with the payment.

Thank you in advance!

Best regards,

Spinsy Casino Team

Hello Kubo and Spinsy Team,

Spinsy has offered me a goodwill refund of 3,500 AUD, which I have accepted. I’ll provide an update once the funds have been received.

Kind regards,

Dear Bingle,

I’m pleased to hear that you were able to reach a satisfactory agreement with the casino. As you mentioned, please keep me updated once you have received the funds.

Thank you for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Bingle,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo