Spinsy Casino - Player seeks refund after account closure.

​I am filing this complaint against Spinsy Casino for their repeated failure to honor my self-exclusion requests and their predatory retention tactics. I am seeking a full refund of all successful deposits made after my initial disclosure of addiction, totaling $29,634.30.

​1. The Initial Disclosure (Dec 18, 2025):

On December 18, 2025, I sent a high-priority email to Spinsy support with the subject line: "Delete my account." In the body of the email, I explicitly stated: "Your company has destroyed my life and created an addiction i never thought possible for myself." According to responsible gaming standards, this clear disclosure of gambling harm should have resulted in an immediate and permanent account block.

​2. Fraudulent Confirmation of Closure (Feb 23, 2026):

On February 23, 2026, I received a written confirmation from VIP Manager Victor stating that my account was "closed." This was a fraudulent misrepresentation. Despite this official notice of closure, the casino failed to block my deposit gateway and continued to accept and credit an additional $10,214.30 in deposits from that date until May 2026.

​3. Predatory VIP Retention:

Instead of honoring my request to delete the account, VIP managers Leon, Mark, and Amélie targeted me with cash bonuses to incentivize further gambling. I have video evidence from as recently as May 18, 2026, showing Manager Amélie offering me a $500 bonus specifically to prevent me from closing the account, despite my previously disclosed addiction.

​4. Verified Financial Evidence:

I have provided a comprehensive screen recording of my Payment History directly from the Spinsy.com cashier. I have audited this data to include only transactions with the status "Deposit Credited." The total of these successful deposits from Dec 18, 2025, to the present is exactly $29,634.30.

​I am aware of other successfully resolved cases on this forum involving similar behavior from this merchant (e.g., Case ID: Veekey2026) and I am requesting your assistance in resolving this matter fairly.

all proof available upon request, including video of payment history and all correspondence emails from Dec 18th until May with numerous asks to close account as well as being told my account was closed. Currently is still open.

​Thank you for your time and help

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Spinsy Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide a timeline of the events? Specifically, when did the casino close your account, and when was the last time you made a deposit?
• Could you confirm whether you have completed the KYC verification at this casino?
• If possible, could you please send proof of your deposits? You can reach me via email at attila.g@casino.guru, or you may post the screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi Attila,

I have sent an email to you with all the information.

Thanks for your help!

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, Martin (martin.l@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,

Attila

Hello John_92,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the Spinsy Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Another email has been sent. I hope they finally close it this time.

Dear John_92,

Thank you for reaching out to us.

This email is to confirm that, per your request, we have successfully closed your account and unsubscribed you from all of our communication programs. You will no longer receive promotional emails, newsletters, or notifications from us.

To help us ensure our records are fully complete and accurate, could you please provide us with a copy or the email of your initial closure request?

We appreciate your cooperation.

Best regards,

Spinsy Casino Team

Here is the Initial ask to delete my account (subject line)as well as mentioning addiction on December 18th 2025. Here is also the responding email from your VIP manager (Leon) that ignores all of the clear wording for exclusion, and offers free spins. Also December 18th 2025

Dear parties,

thank you both for your updates.

Dear casino representative,

thank you for your response. In the meantime, could you please provide me with the player's deposit history at martin.l@casino.guru?

Dear Martin,

We are writing to inform you that we have escalated your request for the player's deposit history to the relevant department for thorough review and retrieval. As soon as we receive the requested documentation, we will forward it to you without delay.

We appreciate your patience and cooperation in this matter.

Dear John_92,

We received the screenshot you provided, however, we have been unable to locate the specific email shown in our system.

To help us investigate this further and resolve the issue quickly, could you please forward the original email directly to us? (complaints@spinsy.com). To ensure maximum visibility and a faster resolution, please make sure to keep representative looped in on the CC line.

Thank you for your cooperation and patience.

Best regards,

Spinsy Casino Team

Original email has been forwarded to complaints@spinsy.com, and Martin has been CCd

Dear Martin,

We are writing to let you know that we have just sent you an email containing the requested report and further details.

We kindly ask you to review them.

Thank you for your time.

Kind regards,

Spinsy Casino Team

Dear parties,

thank you both for your continued cooperation, I have sent you both a message. Please check your emails.

Dear Martin,

Our team was looking for your response, but unfortunately, we have been unable to locate your reply in our system. It is possible it was misdirected or caught in a filter on our end.

Could you please kindly let us know if you have already sent a response? If so, we would greatly appreciate it if you could forward or resend it to ensure we haven't missed your input.

Thank you for your time and assistance. We look forward to hearing from you.

Kind regards,

Spinsy Casino Team

Dear casino representative,

thank you for letting me know, I have resent the information.

Dear John_92,

thank you for your continued cooperation. Please confirm my access to the google drive when possible.

Confirmed

Dear Martin,

We have thoroughly searched our systems but unfortunately, we have been unable to locate any previous emails sent from your side. It is possible there was a technical glitch or an error in the email address used.

To ensure we address this promptly, please let us know how you would prefer to proceed.

We appreciate your patience and look forward to resolving this matter.

Best regards,

Spinsy Casino Team

Dear casino representative,

thank you for your response, please provide us with your designated email address - you can post it in the thread and i will mark it as sensitive. In the meantime, I have resent my message to multiple other email addresses affiliated with your casino.

Dear Martin,

Thank you for your patience.

We are writing to confirm that we have successfully located your email. We are currently reviewing the information provided and gathering some further details to ensure we address your request completely.

Please await our next response, which we will send as soon as we have a full update for you.

Thank you for your time and understanding.

Best regards,

Spinsy Casino Team

Once again, after being told my account has been closed and unsubscribed from communication, my account is still completely open and I am still being messaged with offers from Spinsy. Will this ever stop?

Dear John_92,

thank you very much for keeping us updated, I have responded to your email.

Dear casino representative,

thank you for your message, we will be awaiting the results of your review. Additionally, please close the user's account as soon as possible, if you haven't already.

Dear All,

Please be informed that we are currently investigating this matter with our internal management team and are awaiting their final determination.

Additionally, we can confirm that the account is presently closed.

We appreciate your patience and understanding during this process, and we aim to provide you with a formal response as soon as possible.

Kind Regards,

Spinsy Casino Team

Dear casino representative,

thank you for your response. Is there any particular timeframe in which you will be able to issue a statement? The case has been opened for quite a long time and we believe it is time to move the investigation forward. We will be awaiting further clarifications.

Dear John_92,

thank you for your patience, please keep us updated in case of any developments.

Dear all,

Please accept our sincere apologies for the delay in our response. We are currently conducting a thorough internal review into the matter to ensure we provide you with the most accurate and comprehensive resolution possible.

Our team is actively working on this, and we will provide you with a full update as soon as the review is complete.

Thank you again for your time and understanding.

Kind regards,

Spinsy Casino Team

Dear casino representative,

thank you for your continued cooperation.

Based on the information available to us, the player’s messages from 18th of December 2025 appears to be a valid self-exclusion request, as it included a clear indication of gambling-related harm.

Therefore, unless the casino has evidence proving that this request was not genuine, was not received, or should not be considered valid for another specific reason, we believe the player should be refunded for the deposits accepted after this request - though allowing a reasonable processing period.

Could you please provide your final position on this point and clarify whether the casino is willing to proceed with a refund? If not, please provide us with your view and evidence supporting that decision.

Kind regards,

Martin

Dear All,

We completely understand your concerns regarding the time elapsed and the importance of procedural transparency.

Please be assured that we treat these cases with the highest level of seriousness. The complexity of the required technical checks and underlying data aggregation has necessitated a thorough cross-departmental review to ensure that the evidence provided is absolute and fully detailed.

We would like to formally inform you that our relevant team is finalizing the official brief, and we will provide our final position very soon.

We appreciate your patience and cooperation as we wrap up this final step to ensure a fair assessment.

Kind regards,

Spinsy Casino Team

Dear casino representative,

thank you for your response. I am happy to hear your position is being finalized, we will be awaiting your message in the coming days.

Dear All,

We sincerely apologize for the delay in getting back to you. We are currently awaiting updates from the relevant department regarding this matter.

Please be assured that we are actively monitoring this and will share an update with you as soon as the necessary information becomes available.

Thank you for your continued patience and understanding.

Best regards,

Spinsy Casino Team

Dear Martin,

We are writing to let you know that we have sent a response to your previous message. Please check your inbox at your earliest convenience to confirm you have received it.

Thank you for your time, and we look forward to hearing from you.

Best regards,

Spinsy Casino Team

Dear Casino representative,

I have sent you a response. Please get back to us as soon as possible.

Dear Martin,

Thank you for reaching out to us.

We are writing to let you know that we have been unable to locate the email you referenced in our system. To ensure we address your request promptly, could you please kindly resend the email.

We apologize for any inconvenience this may cause and appreciate your assistance in helping us resolve this matter.

Best regards,

Spinsy Casino Team

Dear casino representative,

thank you for letting me know, I have once again sent the information - could you please clarify which is the exact designated email?

Dear Martin,

Thank you for your reply.

We kindly inform you that we are checking on it and we will have updates for you as soon as possible.

Best regards,

Spinsy Team

Dear Martin,

We have received your email and it is currently being reviewed by our team.

We will get back to you with an update as soon as possible.

Thank you for your patience.

Best regards,

Spinsy Casino Team

Dear casino representative,

thank you for your message. In case you are no longer able to view the video, please let me know as soon as possible. I will also send you an additional message with a link shortly.

Dear John_92,

in case you receive a request to access the video from casino via google drive, please confirm it.

Will do.

Dear Martin,

Unfortunately, we are unable to view or access the video. Could you please send the video file directly to us via email, or share it through an alternative link?

We appreciate your assistance and look forward to hearing from you.

Best regards,

Spinsy Casino Team

Dear All,

Thank you for your patience.

We would like to inform you that we are actively reviewing the details of your case and will get back in touch with an update here very shortly.

Thank you for your understanding and cooperation in the meantime.

Best regards,

Spinsy casino Team

Dear casino representative,

thank you for your message.

Can you confirm whether you have been able to access the shared link? Additionally, can you give us a timeframe in which you will be able to issue a response?

Dear Martin,

Thank you for sending over the video link.

We attempted to view the video using the link provided, however, we received an error message indicating that we do not have access permission to view the content.

Could you please update the sharing permissions or provide an updated link so we can access the file?

Thank you for your assistance.

Best regards,

Spinsy Casino Team

Dear casino representative,

please clarify what you mean by error message - is it possible to screenshot it and send it to the thread?

I suppose you may only need to wait for the access to be granted.

Dear John_92,

could you please grant access to the link to the casino representative?

I have never received any requests to give permission. I will happily do so. Please provide an email.

I have opened it so theres no need for access

Dear casino representative,

if you have tried to gain access, please provide us with an email you have used/will use. I will mark it as sensitive.

In case there are technical issues, please let us know.

Dear John_92,

thank you for your message and continuous cooperation.

Is this close to a resolution? Its been over 2 months with clear evidence.

Dear John_92,

thank you for your message. I believe the matter has already been thoroughly inspected and evaluated by all sides involved, and I agree that a final resolution is long overdue. We hope to see a decisive decision from the casino's side as soon as they evaluate the video.

Dear All,

Following a thorough review of the evidence provided, we escalated and discussed the case directly with the relevant department. In the interest of resolving this matter amicably, we would like to offer a full refund of the net losses incurred after December 18.

This calculated amount totals €6,715 EUR (equivalent to $10,805 CAD).

Please let us know if the user accepts this resolution so we can coordinate with our finance team to arrange the transfer promptly.

Thank you for your time and assistance in facilitating this discussion.

Kind regards,

Spinsy Casino Team

Dear casino representative,

thank you for your message and outlining your final position.

Dear John_92,

thank you very much for your patience.

According to the records provided by the casino, the figure seems to be correct (deposits minus withdrawals). I understand the initial disputed amount is much higher however, in case you believe the amount of 6715 EUR is inaccurate, please provide us with bank/payment-provider records identifying any omitted transactions.

In case you agree to the resolution, please confirm this, so the casino can proceed with the refund.

I agree to the resolution. Thank you. Let me know the next steps

Dear John_92,

thank you for your continued cooperation and confirmation.

Dear casino representative,

thank you for your patience. Please let us know when the funds are processed on your side.

Dear John_92,

In order for us to proceed with the payment, we kindly ask that you reply to the email sent, with your full bank details.

Once we receive your reply, our team will process your refund promptly.

Thank you for your cooperation and patience.

Best regards,

Spinsy Casino Team

Replied!

Dear John_92,

We were unable to locate your previous reply in our system. To ensure this is handled without further delay, we have sent a new email to you and included the representative on the copy.

Please reply directly to that message at your earliest convenience so we can proceed with processing your refund.

We apologize for any inconvenience this may have caused and appreciate your patience and cooperation.

Kind regards,

Spinsy Casino Team

Dear parties,

thank you both for your continued cooperation.

Dear John_92,

you can also post the payment details in the thread, I will se the message as sensitive.

Also sent the same information via email as well!

Dear John_92,

thank you for the updates once again, we will now wait for the refund to be processed from the casino's side.

Dear John_92,

We hope you are well.

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the refund. 

Once the refund has been successfully processed, we will notify you immediately.

Kind regards,

Spinsy Casino Team

Thank you

Dear casino representative,

thank you for your message, we will be awaiting the confirmation.

Dear All,

We are pleased to inform you that the refund transaction has been successfully completed.

We wish you all the best moving forward.

Kind Regards,

Spinsy Casino Team

Dear Spinsy Casino representative,

thank you very much for the update. I am confident the issue will be officially resolved in the near future. I will leave this complaint open until John_92 confirms the funds have arrived.

Funds have been received. Thank you to both parties

Dear John_92,

thank you for the confirmation. We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Spinsy Casino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help!

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,

Martin

Casino.Guru