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I made deposits at Spinoli Casino on January 30, 2026, and immediately requested a refund. The reason for this is that I had previously been banned from the entire operator network due to gambling addiction, and this was also reported directly to the casino ( customercare@spinoli.com ) I have sent a request for self-exclusion.

I contacted support on January 30, 2026, and requested a refund of my deposits. I also sent several reminders, including on February 4th and 9th. None of these messages received a reply.

Since a valid self-exclusion order was in place within the operator group, I demand a full refund of my deposits. The casino had a duty to prevent me from playing and not to have my account activated in the first place.

Since my requests were ignored, I feel compelled to file this complaint and have the case reviewed.

Ich habe am 30.01.2026 beim Casino Spinoli Einzahlungen getätigt und anschließend sofort eine Rückerstattung beantragt. Der Grund dafür ist, dass ich bereits zuvor wegen Spielsucht vom gesamten Betreiber-Netzwerk ausgeschlossen wurde auch auch direkt an das Casino (customercare@spinoli.com) einen Antrag auf Selbstauschluss gesendet habe.

Ich habe den Support am 30.01.2026 kontaktiert und die Rückerstattung meiner Einzahlungen verlangt. Zusätzlich habe ich mehrfach Erinnerungen gesendet, unter anderem am 04.02. und 09.02. Auf keine dieser Nachrichten wurde geantwortet.

Da eine gültige Selbstsperre innerhalb der Betreibergruppe bestand, fordere ich die vollständige Rückerstattung meiner Einzahlungen. Das Casino hatte die Pflicht, mich am Spielen zu hindern und mein Konto gar nicht erst zuzulassen.

Da meine Anfragen ignoriert wurden, sehe ich mich gezwungen, diese Beschwerde einzureichen und den Fall prüfen zu lassen.

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible?
• Could you please advise when you registered your account in the casino?
• Regarding the amount you deposited into the casino on January 30th, have you used this amount for gameplay?
• Could you please share the communication the casino sent you regarding your self-exclusion, if any?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello,

My account has since been closed. I registered at the end of January and used the money to gamble.

I never received a reply from the casino to my emails. No matter which emails I sent.

I'm simply being completely ignored by the casino.

I'll send you everything relevant by email.

Hallo,

Mein Konto ist mittlerweile geschlossen. Angemeldet habe ich mich. Ende Januar und das Geld habe ich zum Spielen genutzt.

Ich habe vom Casino nie eine Antwort auf meine E-Mails erhalten. Egal, auf welche E-Mails.

Ich werde einfach vom Casino komplett ignoriert.

Ich schicke dir alles relevante per E-Mail

Thanks for the information shared via email and here in the complaint thread.

• Could you please confirm when you registered at the casino? (date)
• When exactly did you make the deposits in the casino, and when was your account closed?

Thanks in advance for your reply.

That was on January 30th/31st, 2026.

Das war am 30.01.2026/31.01.2026

Can someone please help me here?!

Thanks for your patience.

Please note that online casinos are not necessarily going to implement self-exclusion for players who are not yet their customers. Please note that if you registered your account, asked for self-exclusion the same day, made deposits, and lost during the time your self-exclusion was being processed, there is little we can accomplish, since it appears from our point of view that the casino processed your request within a reasonable time.

Please let me know if I understood the timeline of events correctly, or please let me know if there is any information I might not have considered or overlooked.

Looking forward to your reply.

Hello,

They misunderstood that.

I sent the email beforehand, that's correct.

However, immediately after registering, I contacted the live chat and asked about the email regarding my self-exclusion. I was simply told it was being processed and that I should send another email.

I did that too. Despite that, I was able to make deposits and was never blocked.

Hallo,

das haben sie falsch verstanden.

die email habe ich vorher versendet, das ist korrekt.

ich habe aber direkt nach meiner Anmeldung den Live Chat kontaktiert und nach der email bzgl dem Selbstauschluss gefragt. Dort wurde mir nur gesagt ist in Bearbeitung und ich soll nochmal ne email schicken.

Das hab ich auch gemacht. Trotzdem konnte ich einzahlen und wurde nie gesperrt

Why does it always take a full 7 days for me to get a reply here?

Could you please finally include the casino in the conversation, as I am not receiving any replies to my emails?

Warum dauert es jedes Mal volle 7 Tage, bis mir hier geantwortet?

können Sie bitte endlich das Casino in die Konversation aufnehmen , da ich keinerlei Antworten auf meine E-Mails erhalte

Thank you for your patience.

We currently have hundreds of active complaints, and we strive to reply as soon as possible within the designated time of 7 days.

I went over the communication you shared. The response you received from live chat is that your self-exclusion is being processed, which means there was no expectation that self-exclusion is already in effect or that the protection is already active. After careful consideration, we are unable to intervene under these circumstances.

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 any online 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.