The player from Germany had requested a self-exclusion on July 6, 2025, due to gambling addiction but was still able to deposit €150 that day because his account had not been blocked. He wanted a refund of the deposited amount. After a lengthy investigation, the casino acknowledged the delay in processing his self-exclusion and ultimately offered a refund of €600, which the player accepted. The issue was resolved, and the player received the refund, while the casino confirmed the account's permanent closure and cessation of marketing communication.
Spinsy Casino - Player’s account remains unblocked after self-exclusion request.
Resolved
Our verdict
Case closed
Amount: €600
Spinsy Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
Hello,
On July 6, 2025, I sent an email stating that I wanted to be blocked, citing my gambling addiction. Unfortunately, I was able to deposit €150 today because my account wasn't blocked. I'd like to have it back.
Best regards
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8 months ago
TranslationThe amount in dispute may be increased to 600. Unfortunately, I couldn't resist. My account has now been blocked. A refund is being refused.
We also refer to Section 6.6.2 of our General Terms and Conditions:
"No refund will be given after the relevant deposit (or associated bonus) has been used to place a bet."
In light of this, we regret to have to decline your refund request.
We assume that this has finally resolved the matter.
I shouldn't have paid in at all. That's the problem.
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7 months ago
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.
- Have you unsubscribed from the casino's marketing communication?
- Have you tried contacting support after you learned your self-exclusion request wasn't granted?
- Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
- When was the last time you made a deposit, please?
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,
Katarina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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7 months ago
TranslationSo I don't think I'll be getting any more advertising. A week after requesting self-exclusion, I tried to log in. It worked. I was able to make deposits there. I requested self-exclusion on July 6. My last deposit was on July 14, 2024 (€600).
After I lost the money on July 14, the casino managed to block my account. After further email contact, they refused to refund me.
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7 months ago
Hello,
thank you for your reply.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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7 months ago
TranslationThe email has been sent. If it arrives, I already sent it with another email. But unfortunately, it came back.
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7 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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.
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7 months ago
Hello HateCasino, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Spinsy Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
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7 months ago
Dear HateCasino,
Thank you for reaching out to us.
We would kindly like to apologize for the delay of your closure request.
Your case is currently under review.
Please be informed that we take your complaint very serious and will update you with further information in the nearest time.
Thank you for your patience and understanding.
Kind regards,
Spinsy Casino Team
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7 months ago
Dear HateCasino,
Please be informed that we are currently working on your case and will contact you as soon as possible with further information
Thank you for your patience and understanding.
Kind regards,
Spinsy Casino Team
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7 months ago
Dear Spinsy Casino Team, could you also provide some context, please? And if it is connected to some kind of internal investigation you can't share the details publically, please feel free to send me a message directly to matej.l@casino.guru, so I can keep up with the case. Thank you.
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7 months ago
Dear Matej,
Thank you for your reply.
We would kindly like to inform you that we are currently investigating all communication in order to provide you with the exact timeline and information.
Please be assured that we are working with high priority on the case and will provide further information and details as soon as possible.
We thank you for your patience and understanding.
Kind regards,
Spinsy Casino Team
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7 months ago
Dear Matej,
Thank you for your reply.
We would kindly like to inform you that we are currently investigating all communication in order to provide you with the exact timeline and information.
Please be assured that we are working with high priority on the case and will provide further information and details as soon as possible.
We thank you for your patience and understanding.
Kind regards,
Spinsy Casino Team
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7 months ago
TranslationHello,
I don't think it will take several days to check the history. I forwarded the emails. In fact, after my explicit request for self-exclusion due to gambling addiction, you still haven't blocked my account eight days later. Once via chat and a second time via email, as requested. This allowed me to deposit another €600.
Greetings
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7 months ago
Dear HateCasino,
Thank you for your reply.
We would kindly like to apologize for the delay of your request.
Please be assured that we are working with high priority on solving your case.
We will contact you with further information as soon as possible.
We thank you for your understanding and patience.
Kind regards,
Spinsy Casino Team
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7 months ago
TranslationHello,
How can it take over a week to review the case? The correspondence was less than 100 pages long, so I can understand a processing time of over a week.
Perhaps we should not artificially drag out the case any further and come to a conclusion.
Greetings
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7 months ago
I am hoping this week we can get some details shared either here - or via e-mail in case of sensitive information. Dear Spinsy Casino Team, please let us know at lest how much time do you need for the investigation to be concluded, so we can set our expectations accordingly. Thank you ery much.
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7 months ago
Dear HateCasino,
Thank you for your patience.
We would kindly like to ask you to check your emails where we send you a refund offer regarding the delayed closure of your account.
Please be informed that as per our Terms and Conditions we promise to close an account within 24 Hours.
Due to the delayed closure we can confirm that we would like to offer you the refund of the amount paid after the expiration of the timeframe.
We are looking forward to your reply and thank you for your understanding.
Kind regards,
Spinsy Casino Team
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7 months ago
TranslationHello,
Unfortunately, I didn't receive an email. There's no message in my spam folder either.
I'll also reply to the last email thread. Perhaps you'll reply back to that, so the email will definitely arrive.
Greetings
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7 months ago
Dear HateCasino, as I am not being CCed into the conversation, please let me know once you receive the e-mail (or if you do not get it within next day or two), what is the amount of the refund and whether you are accepting it, so I can keep up with the case. Thank you.
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7 months ago
TranslationHello Matej,
I'll get back to you as soon as I have any information.
Thanks!
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7 months ago
Dear All,
Thank you for your reply.
We send the email now again also with Matej in CC.
Please inform us once you received the email.
Thank you in advance.
Kind regards,
Spinsy Casino Team
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7 months ago
TranslationHello,
Unfortunately, I still can't find an email. Matej, can you find one? Perhaps you could forward it to me.
Greetings
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7 months ago
TranslationAdditionally, I've sent you another email, Spinsy Casino, with an alternative email address from another provider. Perhaps it will arrive there.
Greetings
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7 months ago
TranslationNow, since I haven't received a response, I've sent another email. I've tried contacting via chat. They keep saying it's being forwarded. Instead of sending me an offer, I receive the following email:
We can see that you were asked a few times to accept closure while you had positive balance or/ and pending withdrawal request which you did not do, so the account remained open until your further
notice.
So the procedure was correctly done from our side and we regret to inform you that refund is not available for your account.
If you have additional questions, please feel free to contact us via email support@Spinsy.com
I'm slowly getting incredibly angry. What kind of responses are these? This is about closure, not self-exclusion. I referred people to this forum, and no one understands what I mean. Obviously, no one knows what the other person is doing. All I want is the promised refund offer.
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7 months ago
I can confirm I have not received any message from Spinsy Casino either.
Before we receive anything, I would like to point out that the original slf-exclusion request has been sent by the player on 6th July and the account remained open until unspecified time, during which the player has managed to make several deposits. We believe these deposits should be refunded - minus any withdrawals and winnings - in the full extent. Thank you.
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7 months ago
TranslationThank you for your shared opinion. I share the same opinion. And apparently the casino itself does too. It's strange that the email didn't reach either of them. I checked the deposit amount of €600 on July 14, 2025. There were no withdrawals. Therefore, the refund should amount to €600.
"Please note that according to our terms and conditions, we promise to close an account within 24 hours.
Due to the delayed closure, we can confirm that we would like to offer you a refund of the amount paid after the deadline has expired."
The chat and email support don't seem to know anything specific about this case. I'm confused by their business processes. Normally, I would say they can communicate with each other. The situation is making me a little angry.
Matej, I have forwarded the email thread to you for a better understanding.
I hope the casino will get back to me soon. As soon as I receive further information via email, I'll share it here.
Greetings
Edited
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7 months ago
Dear All,
Thank you for your reply.
We would kindly like to apologize for the confusion.
Please find now our answer and offer to your email you send to us yesterday.
We hope it arrives you now.
Thank you for your patience and understanding.
Kind regards,
Spinsy Casino Team
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7 months ago
TranslationHello,
has arrived. I have responded and sent you my details via email. The offer has been accepted. I would like to receive payment promptly so that this can finally be over. Thank you.
Greetings
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7 months ago
Dear HateCasino, please let me know once you receive the money, and whether it is the full disputed amount. Thank you. :)
EDIT: In the meantime, dear Spinsy Casino can you please confirm the account has been closed permanently without the option to be reopened, the account was marked as "gambling addict, never reopen" and that all the marketing communication will cease? Thank you veery much.
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7 months ago
TranslationI'll do it. Bank details/name, etc. were sent yesterday. Hopefully, it won't take long. I haven't received a response yet, but I'm optimistic now and will remain patient. If I haven't heard anything by Wednesday or haven't received a transfer, I'll get back to you.
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6 months ago
Dear HateCasino
Thank you for your reply.
Please be informed that we forwarded your details to the relevant department which will review and finalize your payment in the nearest time.
We thank you for your cooperation.
Kind regards,
Spinsy Casino Team
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6 months ago
Dear Spinsy Casino, please let us know once the refund has been procesed on your end. Also, can you please confirm the account has been closed permanently without the option to be reopened, the account was marked as "gambling addict, never reopen" and that all the marketing communication will cease? Thank you veery much.
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6 months ago
TranslationThe €600 has arrived. It can be completed. However, I would recommend that you (Spinsy) get to a result more quickly in the future. A processing time of over a month is enormous.
Thanks to the Casino Guru team for their support and also thanks for the satisfactory outcome of the complaint to Spinsy, even though it took a while.
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6 months ago
Dear HateCasino
Thank you for your reply and feedback.
We can confirm that your refund has been successfully complete.
We would like to thank you for your patience and feedback which is very important to us.
Please feel free to contact us in case of further questions.
Kind regards,
Spinsy Casino Team
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6 months ago
Dear HateCasino,
I am very happy to hear that your issue has been resolved, and would like to thank Spinsy Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is advised to have a family member or a good friend to set up the password in your stead.
Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Matej
Casino.Guru
