Spinsy Casino - Pelaajan tili pysyy vapautettuna sulkemispyynnöstä huolimatta.

Dear team,

Unfortunately I can't change the country information, but I hope you can still help me.

I have a gambling addiction and opened an account at the casino. I haven't played for a long time, and I wasn't even aware that I shouldn't have been playing at this casino. But that's not the point. I've asked the casino several times to delete my account. To date, that hasn't happened.

I would also like to have my deposits returned that were made after the account closure request.

I would like to protect myself, but the casino simply won't block my account.

Best regards

Liebes Team,

leider kann ich die Länderangabe nicht ändern, ich hoffe ihr könnt mir aber dennoch helfen.

Ich bin spielsüchtig und habe ein Konto bei dem Casino geöffnet. Ich habe eine lange Zeit nicht gespielt, mir war gar nicht bewusst, dass ich hätte in diesem Casino nicht spielen dürfen. Aber darum geht es nicht. Ich habe mehrfach das Casino gebeten mein Konto zu löschen. Das ist bis heute nicht passiert.

Ich hätte auch gern meine Einzahlungen zurück, die nach der Anfrage der Kontoschließung, getätigt wurden.

Ich möchte mich gern schützen, aber das Casino sperrt mein Konto einfach nicht.

Mit freundlichen Grüßen

Dear Rese989,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Rese989,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, thank you for the explanation. The page only mentioned account closure. I forwarded the emails on April 13, 2025.

Best regards

Hallo, vielen Dank für die Erklärung. Auf der Seite stand nur etwas von Kontoschließung. Ich habe die E-Mails am 13.04.2025 weitergeleitet.

Viele Grüße

Dear Rese989, has your casino account been closed? If so, when exactly?

Could you please share your deposit history?

Dear Dominika,

Unfortunately, I don't know exactly. After many inquiries, my account has finally been closed, perhaps around April 14, 2025.

Unfortunately, I can no longer access the deposits.

many kind regards

rese989

Liebe Dominika,

ich weiß es leider nicht genau. Mein Konto ist nach vielen Anfragen nun endlich geschlossen, vielleicht so am 14.04.2025.

Ich kann daher leider auf die Einzahlungen nicht mehr zurückgreifen.

viele liebe Grüße

rese989

Dear Rese989, could you please either ask the casino for your full deposit history or send me a statement from the payment method you used for deposits to this casino? This will help us confirm whether any deposits were made after your account closure request.

I tried to request the deposit history, but unfortunately I haven't received a response yet.

Unfortunately, I can't see it on my bank statement because the name wasn't entered.

I hope I will receive an answer from the casino.

Ich habe versucht den Einzahlungsverlauf anzufordern, leider habe ich bisher keine Antwort.

Auf meinem Kontoauszug kann ich es leider nicht erkennen, da der Name nicht hinterlegt wurde.

Ich hoffe ich erhalten noch eine Antwort vom Casino.

Thank you very much, Rese989, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Rese989,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Spinsy Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Spinsy Casino,

Could you please provide detailed information regarding this case? Specifically, I would appreciate clarification on why the player’s account was not closed following multiple explicit requests made in March, and why the closure only took place in April.

Additionally, could you kindly confirm the exact date the account was closed and provide a list of all deposits made after the player’s self-exclusion request on March 22, which cited a gambling problem?

You may share the requested information here or send it privately to my email at jakub.m@casino.guru.

Thank you in advance for your cooperation.

Best Regards,

Kubo

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.

Hello all,

We have sent an email to Kubo.

We are waiting for an update.

Best regards,

Spinsy team.

Hello Kubo,

We have replied to your email.

We are waiting for an update.

Best regards,

Spinsy team.

Dear Spinsy Casino,

Thank you for providing additional information regarding the case.

Upon reviewing the timeline and communications, it is clear that the player explicitly mentioned a gambling problem and requested self-exclusion on March 22 (23). Despite this, the account remained active, and further deposits were allowed. From a responsible gambling and compliance perspective, this represents a failure to implement effective self-exclusion measures following the player’s clear request and disclosure of a gambling issue.

In line with responsible gambling obligations, we believe the player is entitled to a refund of any deposits or losses incurred after the date of the explicit self-exclusion request. Based on the logs provided, the only deposit made after March 22 was on April 8, in the amount of €100. Therefore, this amount should be refunded to the player.

Could you please confirm your willingness to process this refund? Additionally, please outline any further steps the player needs to take to facilitate the return of these funds.

I look forward to your response and cooperation on this matter.

Dear Kubo, Dear rese 989

We would kindly like to inform you, that your case has been forwarded to the management and will be reviewed in the nearest time.

We will contact you with further information as soon as possible.

Thank you for your patience and understanding.

Best regards,

Spinsy team.

Dear rese 989

We would kindly like to ask you, to check your emails, where we send to you a settlement offer.

We hope this is in your interest and waiting for your confirmation.

Thank you for your patience and understanding.

Best regards,

Spinsy team.

Dear Spinsy Casino,

Thank you for your message.

Dear Rese989,

Could you kindly confirm if you have received the email from the casino containing the settlement offer? Also, please share your thoughts on it.

Dear Kubo,

I received the email and have already replied.

The casino is very accommodating and offers me a refund of €1,000.

I would like to accept the offer.

Thank you for your support casinoguru.

Best regards

rese989

Lieber Kubo,

ich habe die E-Mail erhalten und bereits geantwortet.

Das Casino kommt mir sehr entgegen und bietet eine Erstattung von 1000€ an.

Ich würde das Angebot gern annehmen.

Vielen Dank für eure Unterstützung casinoguru.

Liebe Grüße

rese989

Dear Kubo,

Can I write you an email?

Best regards

rese989

Lieber Kubo,

kann ich Dir eine E-Mail schreiben?

Liebe Grüße

rese989

Dear rese 989

We would kindly like to inform you, that the corrected document was send to you. Please sign all pages and send it back in order for us to finalize the case.

Thank you for your patience and understanding.

Best regards,

Spinsy team.

Hello Rese989,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Spinsy Casino,

Thank you for the update.

Dear Rese989,

I wanted to follow up and kindly ask if there are any updates from your side. I responded to your email, but I haven’t received a reply yet. Have you managed to reach an agreement with the casino?

Thank you in advance.

Dear All,

We would kindly like to inform you, that we are still waiting for the signed document to be send back to us, signed on all pages, scanned and in PDF.

Thank you for your understanding.

Best regards,

Spinsy team.

Dear All,

We received the signed document and will finalize the payment in the nearest time.

Thank you for you cooperation.

Best regards,

Spinsy team.

Dear Kubo, dear Spinsy Casino,

The complaint can be closed. I have already received the money. Thank you for the support from Kubo and the casino's cooperation.

Does this complaint now have to be deleted because of the document?

Best regards

rese989

Lieber Kubo, liebes Spinsy Casino,

die Beschwerde kann geschlossen werden. Ich habe das Geld bereits erhalten. Vielen Dank für die Unterstützung von Kubo und das Entgegenkommen vom Casino.

Muss diese Beschwerde nun gelöscht werden, aufgrund des Dokumentes?

Viele Grüße

rese989

Dear Rese989,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo