The player from Germany requested a partial refund of 1000€ lost while gambling, citing financial strain. Following this request, Spinanga suspended his account. The Complaints Team determined that the casino had the right to close accounts and could not assist with the refund request or GDPR-related issues. Consequently, the complaint was closed as no further assistance could be provided.
Spinanga Casino - Player's account is closed after refund request.
Amount: €1,000
Spinanga Casino
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Closed
Our verdict
Other
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
I reached out to support to ask if they could refund a portion of my lost 1000€, as I have a pregnant wife at home and will get into trouble if she finds out that I lost the 1000€. In response, Spinanga suspended my account. I'm simply requesting a partial refund if they have any compassion.
Automatic translation:
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3 months ago
Dear DerKanzler,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinanga Casino.
Please understand, that we believe the player is the only one responsible for their account, active balance, and all the bets taking place. We won't be able to assist you in requesting a refund based on the situation you are describing.
Please allow me to ask you a few questions, so I can better understand the situation.
- Was there a withdrawable balance on your account before your account was closed?
- Do you believe you need protection from further gambling in online casinos?
Thank you very much in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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3 months ago
Translation
Before my account was closed, there was no balance to withdraw. According to German law, I am entitled to a refund. Spinanga also refuses to provide a list of my transactions and the GDPR
Automatic translation:
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2 months ago
Thanks for the clarification.
Please understand that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
Moreover, we don't assist players with GDPR-related requests. If you wish to pursue your case, we recommend that you contact the appropriate authorities instead of contacting Casino.Guru. While we always strive to assist players who have been affected by unfair casino practices, GDPR laws are beyond our area of expertise.
Since we can't assist you with your request, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
