Spinsy Casino - Player’s account remains open despite closure request.

Spinsy has not closed my account despite multiple request to close due to problem gambling!

Over the past 2 months i have emailed and contacted the support chat, with concerns about my problem gambling, despite this my account has remained open with no response from the casino other then to send me bonuses.

During this period i have depositted in excess of 5000-10000 which has caused me significant financial distress.

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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 I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting live chat after you learned your self-exclusion request wasn't granted or have you sent further emails to [email protected]?
• Could you please advise when the last time the casino allowed you to deposit?
• Has the casino acknowledged receiving your requests at any point? (in live chat, via an automated response, etc.)

As the next step, I would recommend that you send another request to [email protected], but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Spinsy Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

Hi Tomas,

My account is still open to me.

I have tried multiple times to contact support, i was directed to the support email. I have been trying to close this account for months, I have received one response from support saying they were sorry to here that i wanted to go and offered me bonus money and free spins. The casino allowed me to deposit on the 26/10/2025. I have not received a response from the casino in recent times other then bonuses they deposited to my account late last week.

Thanks for your help in this matter.

Regards,

Aaron

Hi Tomas,

I have recieved a response and responded, see attached email.

The amount of spam/promos have increased and they have offered me free spins after my response email.

This casino targets problem gamblers and needs to be stopped!

I have been told the account has been closed and i am still receiving promotions? This cannot be legal!

Is anyone from spinsy on Casino Guru?

Thanks for the updates.

Is there an option to unsubscribe in the footer of the email in any of the promotional emails you keep receiving? Have you opted out of receiving the promotional material this way already?

Please let me know whether, even after using this option, the promotional emails keep bothering you.

Looking forward to your reply.

Of course i have unsubscribed from their promotional emails, multiple times.

I think there is a bigger issue here!

My first email to close the account for responsible gambling was completely ignored (illegal), my second email with you cc'd was responded to and there has been no action taken with the account still open. After the first email i was lured back to the casino with free spins and bonus offers and depositted more money and even after the second account closurr email they are attempting to do the same thing!

Tomas would you be able to inform me where this casino is licenced?

Thanks for the update.

The casino is licensed under license from Anjouan Gaming. You can find more information about the license in our article here: https://casino.guru/licensing-authorities/comoros-license

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jozef ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear All,

We would like to inform you that the account has now been successfully closed.

Thank you for contacting us and bringing your concerns to our attention.

Please be assured that we are currently conducting a thorough internal review of your case.

Our team is carefully examining all relevant details to ensure that we can provide you with a clear and comprehensive response.

We will provide you with an update as soon as our review is complete.

In the meantime, we sincerely appreciate your patience and understanding while we work to resolve this matter.

Best Regards,

Spinsy Casino Team

Dear Spinsy Casino Team,

I am extending the timeframe by 7 days to ensure you have sufficient time to review the case. Please let me know if you require any additional time.

Thank you for your cooperation.

Dear All,

Thank you for your patience and thank you Jozef for the time extension.

After a thorough review of the case by our management, we acknowledge that although no deposits were made after the player disclosed gambling-related concerns on 28 October, we will, as a gesture of goodwill, extend a refund of 5,000 AUD to the player in recognition of our delayed response.

To proceed with the refund, kindly provide us with the details of your bank account in the following format:

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank isDear Aussie131313,

We will contact you privately via email to request the necessary details in order to proceed with the refund.

We sincerely apologize for any inconvenience that may have occurred, and we trust that this experience will enable us to improve our services in the future.

Best Regards,

Spinsy Casino Team

Dear CasinoGuru,

We are pleased to inform you that Player Aussie131313 has provided the requested bank details for the 5,000 AUD refund via private email.

This information has now been forwarded to the relevant department for processing.

We will keep you updated regarding the status of the transaction.

In addition the player informed us that he is still receiving promotional offers but on our end, the promotional offer appears to already be deactivated.

I will inform the appropriate department regarding this issue as well and will update you accordingly.

Thank you all for your cooperation.

Kind Regards,

Spinsy Casino Team

Thanks for the update spinsy.

See below attachments for the promotional offers i am receiving.

Hope you can get to the bottom of the issue.

Hi CasinoGuru/Spinsy,

An update regarding the promotional emails, it appears they have been stopped as I have not received one since the 20/11/2025.

No refund has been issued but will keep providing updates.

Thanks for all the help provided!

Dear Aussie131313,

I am extending the timer by 7 days. Hopefully you will receive it very soon.

Dear Aussie131313,

We hope this message finds you well.

The Refund of 5000 AUD was successfully completed Yesterday 27/11/2025.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Thank you All for your patience and cooperation.

Best Regards,

Spinsy Casino Team

Dear Aussie131313,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thanks Jozef for the extension.

The payment has cleared and the issue has been resolved!

Thanks to everyone involved!

Dear Aussie131313,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards, Jozef