Spinanga Casino - Player’s account has been reopened against his wishes.

Since December 30, 2023 I asked to close my account because I lost a lot of money and I have a gambling addiction problem. Without me asking, the casino reopened my account, sometimes later if that and its end to lost money again to casino now April 2025

It violated the terms of responsible gaming and I want my account permanently closed and to be compensated.

The account is open now and no one answer my email

Hello JarmoM,

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

• Do you have an evidence of your initial self-exclusion?
• Was the exclusion set for a specific time period?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi

Yes i have email when they confirm my account is closed from my request. Its dated 30.12.2023, i can forward to somewhere if you need to see it.

There is not any specific time, just casinos comment if i want opened again, i have to ask anytime. I never ask opened it.

Last time i contact casino support 4th april, now 4 days ago and ask why my account is still open and let me deposit, but no one answer yet.

Jarmo

Hello JarmoM,

Please forward any communication between you and the casino related to this case to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Sent all email to Nikolas 8th april 2025

Hello JarmoM

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

As you have requested only to close your account and not to self-exclude yourself, the casino may reopen your account after a while and you are free to play there.

Is there anything else we could assist you with?

Regards,

Nick

Ok, i have question

Why my case is different then this case, same casino, closure request?

https://casinoguru-en.com/spinanga-casino-player-s-account-has-been-reopened

Jarmo

Hello JarmoM,

The player in the other complaint clearly mentioned gambling addiction to the casino - meaning the casino was obligate to close the player's account.

While you did not mention it in any of your conversations, there were not obligate to do so.

As you have not requested any additional assistance, we will be now closing the complaint for the above explained reason.

Best regards,

Nick