Spinanga Casino - Player's account is inaccessible and unresponsive.

So yes I started playing at their casino some time ago recently I wanted to play again but I got the error "we are analyzing your account Check our help center for more information" I wrote to the live support but they write back that my account is open although it is not, they told me to do a browser cleanup but that did not help I wrote to the support email to delete my account and data but with no response for over a month now I keep getting text messages on my phone number which is annoying and violates my rights.

Dear Akkkk,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinanga Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you unsubscribed from the casino's marketing communication?
• Have you contacted the casino and asked them to remove you from the marketing communication list?
• When was the last time you contacted casino support and what did you discuss?
• Is blocking the sender on your phone a valid solution for your issue?

Thank you very much in advance for your reply.

Best regards,

Tomas

Have you opted out of the casino's marketing communications?

I can't opt out because I can't log into my account.

Have you contacted the casino and asked to be removed from the list of marketing communications?

Yes, I sent an email, but they have not responded for a long time.

When was the last time you contacted the casino staff and what did you discuss? 

I sent an email a week ago but they have not responded so far

Is blocking the sender on your phone a valid solution for your issue?

Yes but it doesn't do anything still text messages come in

Dear Akkkk,

Could you please share with me your communication with the casino and supporting evidence regarding your attempts to resolve the issue with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

No answer

Thanks for your reply,

• When did the casino inform you your account is open?
• Could you please share the interaction between you and casino support regarding the unwanted messages and status of your account? Send the information to my email at tomas@casino.guru
• Since when are you receiving unwanted messages from the casino and when was the last time you received it?

The casino informed me that the account was opened a month ago. I can't share the information about the conversation with the casino because they don't reply to emails. The message that I have an open account was answered by live chat. I've been receiving messages from the casino every day for several months.

Thank you very much, Akkkk, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello Akkkk, 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.

Sincewe have not received the evidence of your previous account closure requests, that would mention gambling addiction, I think the best step towards the resolution of this complaint would be to start from the very beginning of the proces for self-exclusion.

When applying for the self-exclusion, please clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example of a message you can send to the casino:

Email subject: Self-exclusion Request

Player’s info:

First name:

Last name:

DOB:

Casino login:

E-mail address:

"Greetings Spinanga Casino,

I’m writing to inform you that I wish to exclude immediately and indefinitely from this casino and from receiving any gambling-related marketing material for a lifetime.

The reason for my decision is that I am suffering from gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another e-mail with the text stated above to support@spinanga.com (please also CC me at matej.l@casino.guru in the copy) and keep me informed about any further developments. Thank you for your patience and cooperationin advance.

Dear Akkkk,

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.

Thank you for the confirmation posted above. :)

Dear Spinanga Casino, could you please confirm with us once the account has been closed due to the gambling addiction, with no option for re-opening, and that all the advertisement and promotion via e-mail and SMS messages will cease?

Thank you for your time and cooperation in this matter.

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.

Dear Akkkk, could you please confirm if your account has been blocked successfully and whether the marketing communication has stopped?

Dear all

Thank you for your patience.

Kindly be informed that customer gaming account is permanently closed without option for re opening and all marketing communication has been stopped.

Best Regards

Spinanga Team

Thank you for the confirmatin, Spinanga Team!

Dear Akkkk,

As this is one of the multiple complaints regarding the same issue, I can confirm it now can be closed. I'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru