Spinanga Casino - Player's account has been reopened against his request.

Απο τις 18 Mαρτιου 2024 ζητησα να κλεισει ο λογαριασμος μου γιατι εχανα πολα χρηματα και εχω προβλημα εθισμου στον τζογο. Χωρις να το ζητησω το καζινο ξαναανοιξε τον λογαριασμο μουμε αποτελεσμα να χασω και περισσοτερα χρηματα. Συνολο 60 ευρω μεχρι σημερα. 

Παραβηκε τους ορους για το υπευθυνο παιχνιδι και θελω να κλεισει οριστικα ο λογαριασμος μου και να αποζημιωθω.

Ο λογαριασμος 24 ωρες μετα ειναι ανοικτος

Dear diakoumivasiliki,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@spinanga.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

To casino μου απαντησε σημερα οτι εκλεισε ο λογαριασμος μου ξανα αλλα δεν ειπαν τιποτα για την επιστροφη των καταθεσεων ουτε εξηγησαν για ποιο λογο τον ξαναανοιξαν χωρις να το ζητησω

Σας το εχω στειλει. Παρακαλω ελεγξτε τα mail σας. Δεν ειχα στο μεταξυ καμμια απαντηση

Κλεισαν μονο τον λογαριασμο μου

Thank you very much, diakoumivasiliki, for your cooperation. I will now transfer your complaint to my colleague, Matej (matej.l@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello diakoumivasiliki, 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. Before we proceed further, could you please give me some additional information? I am trying to establish a timeline, and from the provided evidence, you have requested self-exclusion due to the gambling addiction on 16th March. Your account has been closed on 18th March. Yet the screenshots of depositing money into the account are for 3rd March. Does it mean you have originally requested an account closure in February or maybe start of March? Thank you.

Καλημερα . Ο λογαριασμος μου εκλεισε στις 18 Μαρτιου του 2024 και οι καταθεσεις εγιναν τον Μαρτιο του 2025. Δεν το ειδατε καλα.

My apologies, I double-checked the original e-mail and can see the dates clearly now.

Now, I’d like to invite a representative of Spinanga 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 how is it possible to log in and play in a self-excluded account? I would also appreciate if you can provide us with any and all relevant evidence. In case of sensitive information, it can be sent to me directly at matej.l@casino.guru. 

Thank you for your patience and cooperation in advance.