SpinPanda Casino - Player's account has been reopened.

I joined this casino few days ago and deposited no issues. I decided after spending too much money i went into chat and pleaded and told them to close my account immediately they said I had to email I told them why I wait to email I wanted to set a limit of £1 per month they refused even though there terms state go onto live chat to activate the exclusion I told the chat rep I have a gambling addiction and

i needed it closed

I just sent email twice telling them to close my account permanently . They did actually close my account and I decided to try and login and went onto chat and they informed me my account had been closed for gambling addiction . All I had to do was telling them my gambling addiction had been treated by the way this was the same day .

I received a email saying my account was reopened . This is outrageous I have all the screen shots about telling them I have gambling addiction .

i went onto chat again to see after I complained via email to at least refund me my deposits after it was reopened it was confirmed in chat by "Peter " that the representative of the company had reopened my account making a mistake and it shouldn’t of been reopened ( all screenshots to prove ) and it was a " rare mistake " and they take responsible gambling very seriously

Dear Clarkyboy27,

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

WHAT TO DO:

In some cases, people have certain gambling issues, when they are not able to find a middle ground between how much they want to play and how much they actually can. If it is also your situation, there is a possibility to exclude yourself from gambling process at our casino. You can activate this option by contacting our Support Service via Live Chat.

In cases when your friend or family member gets in this situation, you can also contact our Support Service Team and ask for help. Our Support Service Team is ready to help you every day 24/7.

Gambling is an activity of entertainment, relax and enjoyment. We want that our players use it in this way. If you cannot keep control of the time and the amount of money spent every day, you probably should seek help of specialists dealing with cases of compulsive gamblers.

Players may submit account closure requests along with the reason for the closure. Once the request is received, it will take up to 72 hours for the account closure to be actioned.

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

Thank you very much in advance.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I have forwarded some info you requested again there own gambling policy as stated above says to activate to exclude yourself go onto live chat .

I also sent you confirmation from when trying to reopen the account confirming gambling problem / addiction and also screenshots of Peter confirming it shouldn’t of been reopened and it was a " rare mistake" from a casino rep

Crazy reply they told me because I asked for it be reopened it’s ok lol

I have been told that because I confirmed my gambling addiction was treated ( this was 3 hours later ) that’s why . But as you will of seen from the casino chats they have confirmed it shouldn’t of been reopened and they made a mistake and it was a " rare mistake " by a casino rep . I do believe when u say gambling issue / addiction no casino would reopen it regardless of what you told them otherwise problematic gamblers would be doing it all the time and then there would be no point in a policy like that they have on there website . Because it’s been confirmed by chat it was. Mistake and shouldn’t have been reopened I believe I’m entitled to. Refund but I will follow your advice as I understand they have no license

This is all my transactions

Thank you for your reply, Clarkyboy27. Could you please advise if you currently have access to your casino account? You set the dispute value to £2,060. Do I understand correctly that you deposited this amount after your account was reopened?

Yes This is the amount after it was reopened and also they closed the account now

the chat reps completely ignore the fact my account was closed for gambling addiction it only Peter from the chat I’ve sent you who as far as I’m concerned is right in what he says and his confirmed it shouldn’t of been reopened ragedless of me asking

Thank you very much, Clarkyboy27, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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 Clarkyboy27,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear SpinPanda Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

There domain no longer exists

its now www.spinpanda1.com

email contact@spinpanda1.com

yet people are complaining all emails are bouncing back no found domain

There new email now is

support@spinpanda.email

maybe you have a diffirent contacts but that’s what they are telling people

Update :

I have received a email from spin panda and offering me to refund me not sure about the amount yet however they will only refund me. Via crypto which I’ve never used but I’ve opened a crypto to get it

I did ask for card or bank transfer which was denied

so I will update once I get more information

No withdrawal yet I’ve been told it’s been passed to payments so let’s see if they send it as promised

Dear Clarkyboy27,

I appreciate the timely updates. Please let me know as soon as you receive the payment.

Unfortunately no word on refund yet

I get same answers " it’s with the refund team "

so let’s see what happens

Still no refund

I’ve been told it’s with the finance team

so will keep trying

Now I’ve bee told

" it’s been sent for further processing "

so let’s see what else happens

I’ve been paid ( little less then I thought )

however not going to keep going to talk to them I’m happy with the amount

you can close the complaint

thanks for your help

Dear Clarkyboy27,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We 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. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V 

Casino.Guru