The player from Portugal, who had been self-excluded since 2022, was allowed to register and deposit 10 euros. He had requested the account to be suspended and the funds returned, but had not received a response. The Complaints Team reviewed the case and explained that the player's self-exclusion from SRIJ applied only to licensed casinos, and since Spinsy Casino was not licensed under SRIJ, the player needed to utilize the casino's self-exclusion tools. Due to the lack of evidence showing that the player informed the casino about his gambling issues prior to depositing, the complaint was closed as rejected.
Spinsy Casino - Player seeks funds after account issue.
Closed
Our verdict
Insufficient evidence from player
Amount: €10
Spinsy Casino
Safety Index:HighCase summary
Discussion
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1 year ago
Translation
Even though I've been self-excluded since 2022, they allowed me to register and deposit 10 euros. I've already asked for the account to be suspended and for the 10 euros to be returned, but they haven't replied yet.
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1 year ago
Dear brunomeirinhas,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:
Self-exclusion request: you can contact Support Service Team via e-mail: support@spinsy.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
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1 year ago
TranslationThe self-exclusion in 2022 was not for this specific casino but for ALL casinos operating legally in Portugal (licensed by SRIJ), which unfortunately is not the case with this and many other casinos, which continue to operate illegally in Portugal, allowing easy registrations and deposits, without identity verification, allowing self-excluded players and even children to register, deposit and lose money quite easily and quickly.
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1 year ago
Thank you for your reply, brunomeirinhas.
Unfortunately, SRIJ-issued self-exclusion will apply only to casinos licensed under that license. Spinsy Casino is not licensed under SRIJ and, therefore will not be part of the same self-exclusion scheme.
If you want to be protected in casinos not licensed in SRIJ, you'll need to request a self-exclusion due to gambling issues in every casino where you have an open account.
From our point of view, you are not eligible for a return of losses accrued before informing the casino about gambling problems.
- Do I understand correctly that you have not requested self-exclusion from Spinsy Casino?
- Do you currently have access to your casino account?
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1 year ago
TranslationThank you for your reply. However, I would like to clarify a few important points.
As soon as I realized that Spinsy Casino does not respect the SRIJ self-exclusion, I immediately requested my self-exclusion directly with the operator. This shows that I had no intention of continuing to play and that the responsibility for preventing deposits and bets lay with the casino itself, following the principles of Responsible Gaming.
1. The casino failed to comply with international Responsible Gaming guidelines
Regardless of jurisdiction, any licensed casino has an obligation to respect player protection policies. This includes:
Implementing identity verification mechanisms to prevent self-excluded players from depositing and wagering.
Respecting the social responsibility of online gambling, ensuring that vulnerable players are not exploited.
Spinsy failed in both of these obligations, allowing me to register, deposit and lose money before even requesting any kind of verification.
2. The self-exclusion request does not relieve the casino of its responsibility to refund the amounts deposited
The argument that I "had no right to a refund before requesting self-exclusion" is not valid:
The operator's responsibility is to ensure that self-excluded players cannot deposit and play from the outset.
Accepting deposits without any verification places the blame on the casino and not the player.
There are already precedents of other operators refunding players after similar situations, demonstrating that this type of request is well-founded.
3. Spinsy Casino can be sanctioned for these practices
Spinsy Casino is subject to regulation and oversight, even though it is not under the SRIJ. Failure to implement Responsible Gaming measures may result in sanctions from regulatory bodies such as the Curaçao Gaming Control Board (CGCB) or other consumer protection organizations.
I have already reported this situation to the following entities:
CGCB (Curaçao Gaming Control Board) - For evaluation of the casino's compliance with licensing rules.
Bank and EUPAGO (MBWay) - To contest payments that were processed improperly.
Media and consumer protection associations - To warn other players about this abusive practice.
Conclusion - Full Refund is Due
Given that the casino allowed bets and deposits without complying with the basic requirements of Responsible Gaming, and considering that I requested self-exclusion as soon as I realized the fault, I demand a full refund of the amounts deposited, as they were accepted irregularly and without respecting the rules of player protection.
I await your position on this request.
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1 year ago
Please help me getting this refund. The casino is operating ilegally in Portugal since they don't have a license on SRIJ. Therefore they must refund the full amount.
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1 year ago
As I already explained, you are not entitled to any refunds unless you personally informed the casino about your gambling addiction before you deposited this money. If you requested a self-exclusion from Spinsy Casino before depositing, please forward the self-exclusion request to me and we will try to help.
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1 year ago
TranslationMy self-exclusion had already been in effect since June 3, 2022, according to the SRIJ self-exclusion list. Spinsy had a legal obligation to check this restriction before allowing my registration and deposits, but failed to do so.
The responsibility for preventing self-excluded players from depositing lies not with the player, but with the casino operator, who must implement adequate verification measures to ensure that self-excluded players cannot access the platform.
Regardless of whether I informed casino support before depositing, Spinsy could not have allowed my registration and deposits in the first place. As the casino failed in this fundamental obligation, I demand a full refund of the €10 that was wrongly accepted.
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1 year ago
TranslationGood morning,
I contacted the casino right after registration, explaining that I had been self-excluded since 2022 through SRIJ. However, they took ages to suspend my account and allowed several deposits, even after my contact.
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1 year ago
Dear brunomeirinhas,
You keep mentioning you have been self-excluded, however, SRIJ self-exclusion will be effective only in SRIJ-licensed casinos.
I am sorry, but as it was explained to you on multiple occasions, in online casinos that aren't covered by national self-exclusion schemes and where despite not being licensed the casino accepts players from your country, you need to seek protection by using the tools provided by the casino, such as self-exclusion due to gambling addiction.
We can only help you request a refund if you inform the casino about your gambling problems and such protection fails.
Since you failed to provide relevant evidence of informing the casino about your gambling addiction before spending money, the complaint cannot continue and will be closed as rejected. I encourage you to take advantage of self-exclusion mechanisms in online casinos if you happen to register in such casinos in the future.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with any online casinos in the future.
