Spinalto Casino - Pelaajan tilipyyntö on ratkaisematta.

I emailed the casino to cancel my account due to gaming issues, but they didn't cancel it, and I bet 480 because of the casino's inaction.

Mande un correo al casino para que me cancelaran la cuenta por problemas en el juego y no me la cancelaron y aposté 480 por culpa de la inanición delmcasino

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 jotam1976,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I've sent two emails: one today requesting account closure due to gaming issues, and the response is not to close it and to look at other options; and another with screenshots of chats and emails telling me to close my account due to gaming issues.

He enviado dos correos uno del dia de hoy donde solicito el cierre de la cuenta por problemas de juego y la contestación es que no cierre y vea otras opciones y otro con capturas de chat y correos diciendomque me cierren la.cuenta por problemas de juego

I keep sending emails where they offer me the chance to keep playing

Sigo mandando correos donde me ofrecen seguir jugando

I sent a video showing that the account is open. They have no class.

He mandado un video donde se ve que la cuenta esta abierta. No tienen clase

They keep sending me information to play, they won't close my account.

Siguen mandándome información para jugar no me.cierran la cuenta

I am sending you another email urging you not to close the account.

Os envio otro correo insitando que no cierre la cuenta.

Please do something, they keep sending me messages asking me to play. I don't want to block them so I have them as evidence.

Por favor hagan algo no dejan de mandarme mensajes para que juegue. No los quiero bloquear para tenerlos como pruebas.

Dear jotam1976

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, Igor (igor.p@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,

Veronika

Dear jotam1976,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Spinalto Casino Casino and I hope that together we will come to a successful resolution of your issue.

I will now try to contact a Spinalto Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Spinalto Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Thank you

Gracias

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

SpinAlto just sent me an email, which I have forwarded to you, demanding excessive documentation (such as the source of all my total assets and service invoices) as a mandatory requirement to be able to execute the closure for Responsible Gaming.

They are using this disproportionate demand as a barrier and a delaying tactic to avoid implementing the self-exclusion I have been requesting. I demand immediate closure and reimbursement of all funds lost since my initial request without further undue obstacles.

SpinAlto me acaba de enviar un correo, que os he remitido,exigiendo documentación abusiva (como la fuente de todo mi patrimonio total y facturas de servicios) como requisito obligatorio para poder ejecutar el cierre por Juego Responsable.

​Utilizan esta exigencia desproporcionada como una barrera y una táctica de demora para evitar ejecutar la autoexclusión que llevo solicitando. Exijo el cierre inmediato y el reembolso de los fondos perdidos desde mi primera solicitud sin más obstáculos indebidos."

Dear jotam1976,

I have repeatedly tried to contact the Spinalto Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor