The player from Germany had requested to be banned from the casino due to his gambling addiction, as previous requests had been ignored. Despite this, he had continued to receive promotional communications from a VIP manager, which had led to further losses. He sought reimbursement for the losses incurred since his initial ban request. We informed the player that the casino had not explicitly received a self-exclusion request mentioning gambling addiction, which may have caused the delay and continued contact. The player was advised to send a clear, explicit self-exclusion request including details of his condition and to copy the Complaints Team. The complaint was ultimately marked as resolved after the player confirmed the issue was settled.
Spinsy Casino - Player’s self-exclusion request has been ignored.
Other
Amount: €3,000
Spinsy Casino
Safety Index 7.9 Above averageCase summary
Translation
Hello,
My account at this casino was not closed despite multiple requests, due to my gambling addiction.
Chat support stated that this request must be made via email.
On the other hand, I received more and more advertising and emails from a "VIP manager" who wanted to persuade me to continue playing (and succeeded); I receive calls on my mobile phone from a Swiss number from a manager who promises me bonuses.
Which led to me losing more and more money there.
I want the casino to ban me and reimburse me for the losses I've incurred since my first request to be banned due to gambling addiction.
Greeting
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear Baron_von_Brenden,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:
Self-exclusion request: You can contact the Support Service Team via e-mail at support@spinsy.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.
What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
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,
Attila
TranslationHello Attila,
The casino has now complied with my request, although three more confirmations from me were required for the final blocking.
In the past, I (diagnosed as a gambling addict) was offered generous bonuses if I stayed and continued playing, which I unfortunately did.
This is not fair treatment of someone who informs the casino of their wish to be excluded due to gambling addiction.
What shocked me most was a call from a Swiss number to my mobile phone during my working hours.
I demand a statement from the casino and a full refund of the losses since I first informed them of my self-exclusion request, which was not promptly and without follow-up questions (or attempts to win me back) by a "VIP manager".
Should no amicable agreement be reached, I will involve the relevant gambling authority.
I use the same email address as here and haven't had to do KYC at this casino so far.
Greeting
TranslationHello Attila,
I've posted some evidence for you showing what such attempts to win back a gambling addict and the targeted luring of a gambling addict with bonuses look like.
As you can see, I wanted to have myself blocked as early as March 30th, but despite repeated inquiries (even to clear answers), this was unfortunately not done each time.
There had been several previous attempts that failed each time (unfortunately, I no longer have any email correspondence about it).
Therefore, we should set March 30th as the date for demanding a refund of the game stakes, as my explicit wish was not granted and I was manipulated into playing again.
And even called my mobile phone.
Greeting
Thank you for your response and for the evidence you have provided. In order for us to proceed with the complaint, could you please confirm the following:
- The exact date when you first communicated your gambling problems to the casino.
- The exact date when the casino closed your account.
Thank you in advance for your reply.
TranslationHello Attila,
Unfortunately, I can't give you the exact date anymore. However, based on the evidence I sent you, my ban request was made on March 30th, the day the "VIP Manager" got me to play again.
Even though the casino has already confirmed my ban, I can still log in and could gamble away money.
I'm afraid of losing even more money to these crooks.
I demand the irrevocable closure and the reimbursement of all losses incurred after March 30th.
Greeting
TranslationHello Attila,
The VIP manager lured me again with a no-deposit bonus of €100. Unfortunately, I took advantage of it.
I am severely addicted to gambling; they are my last chance to exercise my right to be banned.
This casino has already ruined me...
greeting
TranslationHello Casino Guru Team,
I have attached a detailed breakdown of the losses incurred since the explicit request for a shutdown on March 30, 2026.
Could you invite a representative from the casino to resolve the problem?
My demands:
1. Full reimbursement of my losses amounting to €3460 (correct the amount in dispute) since my documented, explicit request for account suspension on March 30, 2026, which was not adequately fulfilled. There were no payments to be offset during this period.
2. Complete and irrevocable closure of my account and cessation of all contact with me.
Provided that these two points are fully met, I would be prepared to consider the matter settled and close the case here.
Greeting
Thank you for your messages and screenshots provided.
After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.
Therefore I would recommend that you send another request, 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."
Please send another email to support@spinsy.com (you can include me in the copy at attila.g@casino.guru) and keep me informed about any further developments.
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,
Attila
TranslationHello,
I will send the email again immediately.
The indication of my gambling addiction can be found in the word "Account Blocking " (30.03 11:40 AM, subject line Account Closure) and you will surely agree that these attempts to recover the account and leave it open after self-exclusion are probably standard practice at this casino.
As happened to me again on June 6th.
I am always open to a fair comparison offer from the casino.
Greeting
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Baron_von_Brenden,
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,
Attila
We’ve reopened this complaint at the request of the Player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Player, could you kindly provide us with an update on the current situation?
Thank you in advance for your response.
TranslationHello,
The casino is no longer responding to inquiries.
Please invite a representative of the casino to clarify the matter, which has been sufficiently described.
I am currently unable to log in, therefore my request has only been partially fulfilled so far.
Greeting
Thank you for your response. Could you please confirm the exact date when the casino closed your account?
I look forward to your reply.
TranslationHello Attila,
I have not received final confirmation of this from the casino.
I fear that it will be released again after a certain period of time.
The current status during the login attempt is "Your account is currently being verified".
I would like confirmation of the final suspension and a refund of all lost funds following my suspension request on March 30th, which was not granted.
Could you invite a representative from the casino to this meeting?
Greeting
Thank you for your response.
Unfortunately, after carefully reviewing the available evidence, we cannot hold the casino responsible for the losses in question. Your original account closure request did not explicitly mention any gambling-related problems or concerns. Therefore, in our opinion, it was not sufficient to constitute a self-exclusion request for responsible gambling purposes.
Following our advice, you submitted a new request stating your gambling problems, and the casino subsequently closed your account. Therefore, there is little else we can reasonably accomplish in this case.
We understand that this may not be the outcome you were hoping for, and we are sorry that we cannot assist you further with the requested refund.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.
