Spinago Casino - The player's requesting a refund.

Hi there,

i have been playing on Spinago casino quite regally lately and decided I didn’t want to gamble anymore (I have a problem with gambing), and came to the realisation that it was best I stopped for a while.

I requested Spinago casino to delete my account last Friday and was told I had to wait for a manager to get in contact with me to delete it, after continuing to ask for several hours throughout the next 24 hours my account still wasn’t deleted and I still hadn’t heard from a manager. The operator mentioned that a manager would be in touch though this still did not happen and my account still did not get deleted.

about 24 hours later I relapsed with my gambling and ended up spending a large sum of money at the Spinago casino( $10,250). after roughly 12 hours of me losing this money I continued to ask why my account wasn’t deleted and how I had now put myself in an extremely bad financial position and that I don’t know how I am going to make ends meet with my upcoming financial commitments and that I have an extremely bad gambling problem and I want my account deleted ASAP and a refund of the money I had spent following me asking for it to be deleted in the first place.

I received an email a few hours later saying my account had now been deleted and they are looking into my claim for a refund. (This was on Sunday afternoon, roughly 72 hours ago). Since then I have emailed the casino a couple of times asking for further updates and am still receiving the same response and that they will get back to me once a verdict has been determined.

What do I do? Is there any realistic chance of me getting my money back?

i am extremely concerned for my current financial position and any help or advice you can give me will be highly appreciated.

regards

Hello jimmie-007,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinago Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? When exactly did you request for self-exclusion and how long after that did they close your account? Did you mention gambling addiction/issues in your request to close your account?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Thank you for your response. I’ve given some answers below.

1. my account was fully verified several weeks ago.
2. I request exclusion last Friday night (I’m unsure of the exact time as I’ve now had my account fully deleted and can’t access the chats). My account wasn’t fully deleted until 4.00pm on Sunday night. (After I had spent all my money and then had to hound them for hours to delete it and mention to them how bad my gambling problems were, his still took multiple hours on Sunday to occur)
3. in my initial request to close the account (Friday), I didn’t fully go into detail regarding how bad my gambling problems were but I made it clear that I no longer wanted the account as I no longer wanted to gamble, I was repetitively told I had to wait for a manager and that they wanted to offer me bonus’ to which I continued to say I want my account deleted and please delete it. It was after I spent the large sum of money (more than 24 hours after my request to delete it) that I continued to ask for it to be deleted and that I had severe problems and I had some serious bills coming up now that I can no longer afford and please give me a refund.

Thank you again for your help with this matter.

Hi Nick,

just following up on this if there is any further info you need?

regards

Hi Nick,

I’ve just been told my refund request has been rejected by the manager.

i have asked for my request to be escalated further as I truely believe this is unfair.

can you please provide some help?

regards

James

Hi Nick,

I have just received another response that further review of my case has been declined.

I’ve asked for their admin team to contact me.

what else can I do?

regards

Can you please forward the initial request sent to the casino? Please note that as long as you did not mention gambling issues or addiction, the casino had no obligation to close your account immediately. Even after mentioning it, even self exclusion has a processing time specially when asking during weekend as you can know, not many people work.

Please send the communication to nikolas.b@casino.guru.

Dear jimmie-007,

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.

The complaint will be now closed for the above mentioned reason.