The player from Italy requested assistance regarding a dispute with Spinsy Casino after his account was reactivated despite a previous self-exclusion for Responsible Gaming reasons. He lost 450 euros following this reopening and had not received responses to his emails seeking a refund and clarification on the situation. We asked the casino for the account history and financial records, and it was confirmed that the account was reopened on 27 January 2025 and later closed on 16 July 2026. The casino provided records showing deposits of €1,805 and withdrawals of €9,500 during the reopened period, so no net loss was found and no refund was deemed applicable. As he then agreed with the assessment and withdrew from the process, we rejected the complaint.
Spinsy Casino - Player’s account was reopened after self-exclusion.
Other
Amount: €450
Spinsy Casino
Safety Index 7.5 Above averageCase summary
Translation
Dear Casino Guru Team,
I am contacting you because I need your help with a dispute with Spinsy Casino, which I consider extremely serious.
On November 21, 2024, Spinsy accepted my request for self-exclusion for Responsible Gaming reasons, officially confirming the closure of my account via email.
In the same communication, the casino informed me that it had permanently closed my profile and even invited me to contact specialized associations and services for gambling addiction, such as Gamblers Anonymous, Gamban, and GamCare.
It is therefore evident that Spinsy was perfectly aware of my condition as a vulnerable player.
Despite this, my account was later reopened without any valid reason and I was once again allowed to log in, deposit money and play.
Because of this reopening, I lost 450 euros, an amount that I now dispute in full.
On July 2, 2026, I sent a first email to the casino explaining in detail what had happened and asking:
full refund of deposits;
a new permanent self-exclusion;
the definitive interruption of any promotional activity.
Having received no response, I sent a further reminder on July 6, 2026, reiterating that my account had been reopened despite my previous self-exclusion and that this had resulted in further financial losses.
This communication also went completely unanswered.
I consider it extremely serious that an operator who had formally acknowledged my gambling problem and ordered the closure of my account subsequently allowed it to be reactivated and, subsequently, ignored my every request for assistance.
What I find even more worrying is the casino's subsequent behavior: instead of analyzing the matter and providing explanations, it simply chose not to respond to my emails anymore.
For this reason, I kindly ask you to intervene and start a mediation with Spinsy so that:
it should be clarified why an account closed for Responsible Gaming was subsequently reopened;
my request for a refund of the 450 euros lost after this reopening should be examined;
the casino's behavior, which continues to ignore all my communications, should be evaluated.
I am attaching the following:
the official confirmation of self-exclusion on November 21, 2024;
emails sent on July 2, 2026, and July 6, 2026;
all documentation useful for demonstrating the chronology of events.
I trust in your help so that this matter can finally be examined on its merits.
Thank you in advance for your support and I remain available for any further information.
Best regards,
Alfonso ****
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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? 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?
If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@spinsy.com, and at the same time, include me in the copy of the email at tomas@casino.guru
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
TranslationDear Thomas,
Thank you for your reply and for the support you are offering me.
I will answer your questions below.
My account is still accessible. Despite having requested permanent closure and self-exclusion again, Spinsy continues to not respond to my emails, and to this day, my account remains open. I consider this situation extremely serious, considering that I have explicitly stated that I have a gambling problem.
Regarding my first self-exclusion, I would like to clarify that in August 2025, I requested the closure of my account via Live Chat, clearly stating that I had a gambling problem and requesting to be banned from the casino. Unfortunately, I don't have a copy of the conversation, precisely because it took place via chat, but I am confident that Spinsy keeps logs of customer conversations and can retrieve them.
Subsequently, without me ever requesting to reactivate my account, about four months ago the casino reopened my account, allowing me to log in and make deposits again.
The last time the casino allowed me to deposit was about four months ago, after this reactivation.
I subsequently contacted Spinsy several times asking:
the immediate and permanent closure of my account;
the refund of the €450 deposited after reactivation.
To date, however, I have not received any substantial response and my account remains open.
I believe the core of the complaint is that an operator informed of a player's vulnerable status and receiving a self-exclusion request should never allow an account to be reactivated without the customer's explicit request. Furthermore, I consider it equally serious that, following my recent closure requests, the casino continues to leave the account active and fails to respond to my communications.
I would be very grateful if you could ask Spinsy to:
check my Live Chat logs from August 2025;
explain why my account was reactivated;
clarify why my account is still open despite my repeated requests to close it;
provide a concrete response to my refund request.
I remain of course available to send any further useful documentation.
I sincerely thank you for your help.
Best regards,
Alfonso ****
Dear GianmarcoMalgieri96,
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, Michal (michal.v@casino.guru). 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 GianmarcoMalgieri96,
My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.
I would like to request the presence of a representative from the casino in this conversation.
Dear Spinsy Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
Dear everyone,
Thank you for bringing this to our attention.
Kindly be informed that the account is closed and the matter was forwarded to our relevant department. As soon as we have more information, we will update you.
Kind regards,
Spinsy Team
Dear everyone,
Thank you for your patience.
Please let us reassure you once more that account has been closed. Upon review of the request for refund with our relevant department, kindly be informed that we are unable to proceed with the refund because the withdrawals are higher than deposits.
Kind regards,
Spinsy Team
Dear Spinsy Casino,
Thank you for confirming that the player’s account has been closed.
However, the statement that the player’s withdrawals were higher than their deposits does not provide enough information to assess the refund request. The relevant issue is the account activity after the account was previously closed for responsible-gambling reasons and was reopened.
Please provide:
- the date and reason for the original responsible-gambling closure, including the complete record for ticket 20684958;
- the account-status history showing when and how the account was reopened;
- any request from the player asking for the account to be reopened;
- details of any responsible-gambling assessment completed before reopening;
- the complete deposits, withdrawals, gameplay results, and account balances covering the period from reopening until the latest closure; and
Please also clarify whether your calculation concerns the player’s entire account history or only the period following the reopening.
Thank you in advance.
Dear Michal,
Thank you for your patience.
We would like to take this opportunity to inform you that we have sent you an email regarding this matter.
Kind regards,
Spinsy Team
Dear Spinsy Casino,
I have replied to your email.
Dear GianmarcoMalgieri96,
As of now, there are no new updates to share. I will let you know as soon as something comes up. Your patience is greatly appreciated.
Dear Michal,
Thank you for your patience and understanding. Please be informed that we have sent you an email regarding this matter.
Kind regards,
Spinsy Team
Dear Spinsy Casino,
Thank you for the additional information.
Your latest response confirms that the player’s account was closed on 21 November 2024 due to expressed concerns regarding gambling addiction and that the account was subsequently reopened. Therefore, the decisive issue is not the player’s lifetime deposit and withdrawal balance, but the circumstances of the reopening and the financial activity that occurred after it.
Please provide the following information in a clear written or tabular form:
- the exact date on which the account was reopened;
- whether the reopening was requested by the player and, if so, the player’s original request;
- the total deposits, withdrawals, refunds, adjustments and closing balance from the reopening date until the account was closed again on 16 July 2026; and
- the resulting net loss for this specific period.
Please state the figures directly in your reply if technical limitations prevent you from attaching files. The player’s lifetime activity cannot by itself determine whether losses incurred after the reopening are refundable.
Based on your confirmation that an account previously closed because of gambling-addiction concerns was reopened, please also reconsider whether the player’s supported net losses from the reopened period should be refunded.
TranslationAny news on this case? We've been waiting for days
Dear everyone,
Thank you for your patience.
Please be advised that the player’s account was reopened on January 27th 2025. Between that reopening date and the final account closure on July 16, 2026, the player deposited a total of 1,805.00 EUR and successfully withdrew 9,500.00 EUR (visible in the provided financial activity screenshot dated from the day account was closed on November 21st 2024).
At the time of closure in July 2026, the remaining account balance was 0.00 EUR. Consequently, the player experienced no net losses during this period; instead, they achieved a net profit of 7,695.00 EUR.
Kind regards,
Spinsy Team
Dear GianmarcoMalgieri96,
The casino has now provided the dates and financial totals for the period during which your account was reopened. According to its records, you deposited €1,805 and withdrew €9,500, resulting in no net loss during that period.
Please review these figures. If you believe they are incorrect, kindly provide the transaction history available in your casino account showing the deposits and withdrawals from the reopening until the final closure.
TranslationDear Michal,
Thanks for your update.
I would like to challenge and clarify a key point regarding the data provided by Spinsy.
The casino claims that in the period following the reopening of my account, I deposited €1,805 and withdrew €9,500, thus concluding that I had not suffered any net loss.
However, the winnings and amounts Spinsy refers to date back to the period before my account was closed, which I requested due to my gambling problems.
It is therefore essential not to confuse the amounts accrued or won before closure with the deposits made after reopening the account.
The core of my complaint remains unchanged: I requested the closure/self-exclusion of my account due to gambling problems, and the account was subsequently reopened without my requesting or authorizing the reopening.
For this reason, I do not believe it is correct to use winnings from before the account was closed to conclude that there were no losses during the disputed period.
I therefore ask you to check the detailed history of individual transactions and not just the totals communicated by the casino.
In particular, I kindly ask Casino Guru to request complete documentation from Spinsy demonstrating:
the exact date of my account closure/self-exclusion;
the exact date of the next reopening;
on what request or authorization of mine this reopening would have taken place;
the complete chronological list of deposits, winnings and withdrawals made exclusively after the reopening;
documentation demonstrating that the €9,500 indicated by the casino actually refers to the period following the reopening, and not to funds/winnings from before the closure.
If Spinsy claims that €9,500 was indeed withdrawn during the period following the reopening, I believe it is correct that this claim be supported by the relevant transaction history, with dates and amounts, so that the data can be transparently compared.
My request for a refund concerns the financial consequences of the gambling allowed after the reopening, which I dispute as unauthorized, not the period prior to my request for closure.
For this reason, I kindly ask you not to consider the simple comparison of €1,805 in deposits and €9,500 in withdrawals sufficient to close the complaint, until the correct timing of these amounts has been verified.
I remain available to provide all the transaction history in my possession so that it can be compared with what Spinsy declared.
Thank you for your input and I await the outcome of this review.
Best regards,
A****** G******** M*******
Dear GianmarcoMalgieri96,
I genuinely appreciate your concerns, and you are entirely correct. The amount eligible for a potential refund should indeed be calculated from the time the account was reopened until the final closure. However, the sum mentioned by the casino pertains to the period spanning from November 21, 2024, to July 16, 2026. This is further substantiated by the evidence I have received from the casino. If you possess any evidence that could demonstrate otherwise, I kindly ask that you share it with me at michal.v@casino.guru.
TranslationDear Michal,
Thank you for your reply and for confirming that any refund must be calculated exclusively with reference to the period after the account is reopened and until its definitive closure.
I would therefore like to clarify my position clearly.
Since reopening my account, I have deposited a total of €450, and this is the amount I am requesting a refund.
My complaint concerns only these deposits, which were made after my account, previously closed due to gambling problems, was reopened.
I also reiterate that I neither requested nor authorized the reopening of the account.
Regarding the required documentation, unfortunately, I no longer have access to my Spinsy account and, consequently, I am physically unable to log into the site and retrieve or photograph my complete deposit history after it reopened.
For this reason, I believe that Spinsy should provide Casino Guru with a complete transaction history directly, clearly distinguishing between the period before the closure and the period after the reopening.
I therefore kindly request that the casino be required to provide:
the exact date of reopening my account;
documentation relating to any request or authorization on the basis of which they claim it was reopened;
the complete history of deposits and withdrawals made exclusively from the date of reopening until the final closure, with dates and amounts of individual transactions.
This would allow me to objectively verify both the €450 deposit I'm requesting a refund for and the accuracy of the total amounts previously communicated by the casino.
I also believe it is important that the burden of producing this data does not fall solely on me, since I no longer have access to the account, while Spinsy necessarily has the related transaction history.
My request therefore remains for a refund of €450, corresponding to the deposits I made after the account was reopened, which I dispute as unauthorized.
Thank you for your assistance and kindly request that you request this documentation directly from Spinsy so that the case can be assessed based on the actual transaction history.
Best regards,
A****** G******** M*******
Dear GianmarcoMalgieri96,
I wanted to inform you that I have received a screenshot from the casino's backend, detailing the total balance of your account for the period from November 21, 2024, to July 16, 2026. This information aligns with the casino's statement indicating that you did not incur a financial loss during this timeframe. Consequently, it appears that no refund would be applicable in this situation.
I had requested further evidence from you as I already possess documentation from the casino. Therefore, if no contrary evidence is submitted from your side, I will regrettably have to proceed with closing this complaint. I believe that relevant bank statements could provide sufficient clarity in this case.
TranslationMichael, I know very well that you stand for what is right, so if you think the casino shouldn't reimburse me, I trust you blindly. So that's fine, and I thank you anyway for the help you've given me. Best regards.
Since the player has decided to withdraw from the process, we will not be pursuing a resolution to the case.
In light of the aforementioned reasons, we will proceed to reject this complaint. We appreciate your understanding in this matter. I deeply regret that we were unable to assist you more effectively in this specific situation, as we constantly strive to support players in resolving their concerns whenever possible.
Please know that you are always welcome to reach out to us again if you experience any issues with this or any other casino in the future. Whether it be a question, a concern, or a new issue that requires attention, our team is here and ready to provide the support you need.
you.
