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On July 7, 2025, I contacted support to delete my account due to gambling addiction. On July 9, 2025, I received an email confirming that my account had been deleted.

Recently, I received a constant stream of targeted advertising SMS and emails from the casino with bonus offers. Unfortunately, I was misled and was able to log back in without any problems. In my opinion, the casino has clearly violated its guidelines. My account should never have been reopened, especially not with such aggressive advertising. Therefore, I request a refund of my deposits and the permanent deletion of my account. The deposits in question total €882.

Am 07.07.25 hatte ich den Support kontaktiert um mein Konto zu löschen auf Grund von Spielsucht. Am 09.07.25 kam die Mail, dass mein Konto gelöscht wurde.

vor kurzem kam von Casino wieder gezielt ständig Werbe SMS und Werbemails mit Bonusangeboten. Habe mich leider verleiten lassen und konnte mich problemlos einloggen wieder. Meiner Meinung nach hat das Casino ganz klar gegen die Richtlinien verstoßen. Mein Konto hätte nie wieder eröffnet werden dürfen und vorallem nicht mit so aggressiver Werbung. Daher bitte ich um Rückzahlung meiner Einzahlungen und um dauerhafte Löschung des Kontos. Es geht um Einzahlungen in Höhe von 882€.

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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 confirm whether you have passed the KYC verification in this casino?
• Do you currently still have access to your account?
• Could you please forward your original self-exclusion request? You can reach me via email at attila.g@casino.guru.

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

Good day,

KYC was completed at the time. The account has now been closed following the complaint. I have forwarded the email correspondence from July regarding the deletion to you.

Guten Tag,

KYC wurde damals durchgeführt. Konto ist jetzt geschlossen worden nach der Beschwerde. E-Mail Verlauf von Juli bezüglich der Löschung habe ich weitergeleitet an Sie.

I just received an offer for a ridiculous €377. In my opinion, that's far too little. A clear violation of the guidelines, and then such a poor offer.

Soeben kam ein Angebot über lächerliche 377€. In meinen Augen viel zu wenig. Klarer Verstoß gegen die Richtlinien und dann so ein schlechtes Angebot

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, Matej (matej.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 benediktmerkel, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Spinsy Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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

Dear benediktmerkel,

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,

Matej