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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