Spinit Casino - Pelaajan tili on suljettu uudelleen.

On 17.9.2025 I asked this spinit casino to close my account due to my serious gambling addiction. Now, however, they advertised their site to me and I was able to play and of course that led to difficulties and losses and resentment. I have the emails when they closed the account. Now they have closed my account again but I asked them to return my deposit because I feel that they took advantage of my addiction and reopened my account even though it should have been closed. If you could help me with this matter

Olen 17.9.2025 pyytänyt tätä spinit casinoa sulkemaan tilini johtuen vakavasta peliriippuvuudestani. Nyt kuitenkin he mainostivat minulle sivustoansa ja pääsinkin pelaamaan ja siitä tietysti tuli hankaluuksia ja tappiota sekä mielipahaa. Minulla on sähköpostit tallessa kun tilin sulkivat. Nytkin he ovat sulkeneet tilini uudelleen mutta pyysin heitä palauttamaan talletukseni koska koen, että he käyttivät hyväksensä riippuvuuttani ja avasivat tilini uudelleen vaikka sen piti olla suljettuna. Jos tässä asiassa voisitte minua auttaa

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Dear piippanen,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinit Casino.

Based on what you’ve shared, the key point will be to determine whether the account closure for gambling addiction was properly enforced and what exactly happened afterward.

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

• Could you please forward me the original self-exclusion request you sent to Spinit Casino back in 2025, along with the casino's response and confirmation of account closure? My email address is jean.s@casino.guru.
• Were you able to log into the same account, or did you create a new account afterward?
• When was the account closed in 2025, and was it reopened?

These details will help us understand whether there was a failure in enforcing responsible gambling measures or if there were any other factors involved.

Your cooperation in providing these details will help us investigate and work towards a resolution.

Thank you in advance for your reply.

Best regards,

Jean

I was able to log in to the same account and on September 17, 2025 the account was closed. I will send you proof of this.

Samalle tilille pääsin kirjautumaan ja 17.9.2025 tili suljettiin lähetän tästä todisteet sinulle

Thank you for forwarding the emails.

I have received the emails dated June 17, 2026, in which you followed up on account closure request ticket #35280182, and June 18, 2026, in which the casino confirmed the closure of your account.

To properly assess your complaint, could you please also forward the initial email that started this account closure request? It is important for us to review the reason you provided when requesting the closure.

Additionally, you stated that your account had originally been closed on September 17, 2025, due to a gambling addiction, but that the casino later allowed you to access the same account again. If so, please also send the original self-exclusion request from September 2025, together with the casino's response and confirmation of the account closure.

You can send these documents to jean.s@casino.guru.

These records are essential for determining whether the casino fulfilled its responsible gambling obligations and for allowing us to continue our investigation.

Thank you in advance for your cooperation.

I sent you the information.

Lähetin tiedot sinulle

Dear piippanen,

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,

Jean

Dear piippanen,

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

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

Now I would like to invite a Spinit Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinit 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 for providing the information.

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.

Is it really the case that they don't even bother to answer?

Onko oikeasti näin, etteivät he edes näe vaivaa vastata?

You can't consider this casino trustworthy if this kind of behavior is normal for them.

Ei kyllä voi pitää luotettavana kasinoa tätä jos tällainen toiminta on heille normaalia.

Dear Casino Guru,

We are looking into this matter.

Kind Regards,

Spinit Team

Dear Spinit Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Please note that the complaint timer should be respected. If responses continue to be provided only close to the deadline, we will shorten the response time.

Dear Casino Guru,

An email has been sent to the player.

As soon as we receive a reply, we will update you on the status.

Kind Regards,

Spinit Team

Dear piippanen,

The casino sent you an email. Please let us know whether you received it and, if so, please inform us once you have a chance to reply to it. Thank you.

I received an email asking for my account number for a refund. I'm still waiting for it to arrive.

Sain sähköpostia jossa pyydettiin tilinumeroani palautusta varten. Sitä vielä odottelen koska se tulee.

Dear Spinit Casino,

Please let us know whether you have received an email from the player and, if so, please inform us once the refund has been processed on your side. Thank you.

Dear Casino Guru,

We have received the player's bank details and are currently awaiting their confirmation regarding the refund offer before we can proceed.

Kind Regards,

Spinit Team

I confirmed the refund offer.

Vahvistin hyvitystarjouksen

Dear Spinit Casino,

Thank you very much for the further update. Please let us know once there is any news to share regarding this refund.

Dear Casino Guru,

We are processing the refund request and will update you once it has been completed.

Kind Regards,

Spinit Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear piippanen,

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,

Igor