The player from Austria had requested to be blocked by Casino Spinange several times, but despite this, he continued to receive advertisements and make deposits. He questioned the casino's responsibility to refund his money given his repeated requests for self-exclusion. The issue was resolved by confirming that his account was now blocked; however, the complaint was closed due to insufficient evidence, as he had failed to provide the specific email requesting self-exclusion that was necessary to determine his eligibility for a refund.
Spinanga Casino - Player’s account remains open despite self-exclusion request.
Amount: €500
Spinanga Casino
Safety Index:HighSafety Index
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8.1
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Closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
3 weeks ago
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1 month ago
Translation
I let Casino Spinange block me and I asked them to unblock me. I lost several times and asked them several times to block me. I wrote 5 gmail messages and each time I made a crazy deposit. Isn't it the case that they normally have to refund my money if I ask them to block me and on request ask them to block me and they don't do that and I keep getting adverts on my gmail and I stupidly make deposits???
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1 month ago
Hello Nikolic,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
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).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
Thank you very much in advance for your reply.
Best regards,
Nick
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1 month ago
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amb I send you still sent gmail to support Robotcat and spinage
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1 month ago
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Is there anything new ???? Have you contacted the casino site
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1 month ago
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Hello, I have received another advertisement from SPINANGE even though I wrote to support asking them to block me and not send me any advertisements. I want my money back which I lost because I wrote to them asking them to block me and not send me any advertisements and I also sent them a Gmail, please give me a response.
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1 month ago
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What else should I write? That's what I mean, please, that's why I lost my money. Please block my gaming account. I also wrote to support on both sides. They sent my gmail to the casino sites and asked me to block my account. What should I do?
they send me back that's why I want my lost money backAutomatic translation:
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1 month ago
Hello Nikolic,
Please forward the self-exclusion request you sent to Spinanga to nikolas.b@casino.guru rather then uploading screenshots.
You have to specifically mention gambling addiction/gambling problem in your request.
Awaiting you response.
Regards,
Nick
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1 month ago
Translation
What do you mean where am I am I not on the site guru
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1 month ago
Hello Nikolic,
Sorry but I do not understand your last post.
Please forward the exact same self-exclusion request you sent to the casino to nikolas.b@casino.guru.
Regards,
Nick
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1 month ago
Hello Nikolic,
Do not write an e-mail to me but forward the e-mail you sent to Spinanga Casino to request a self-exclusion.
This will be the last time requesting to forward the self-exclusion which you have sent to the casino.
In case of failing to provide it, the complaint will be closed.
Regards,
Nick
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1 month ago
Translation
hi Mr Nick I have written to both casinos, I am blocked, what about the refund?
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4 weeks ago
Hello Nikolic,
I'm glad to hear that your account is now blocked.
However, as you have failed to forward the exact e-mail in which you have requested the exclusion from the casino, we can't determine if you are eligible for refund.
We will be now closing the complaint due insufficient evidence.
You can reopen the complaint by forwarding the requested e-mail.
Regards,
Nick
