The player from Portugal believed the casino was fraudulent, reporting that slots stopped paying and that players struggled to withdraw funds. She had lost a significant amount of money and had requested vital game IDs for verification from the pragmatic provider, but the casino had not provided this information after nearly three weeks. The Complaints Team concluded that they could not address her complaint regarding GDPR issues, advising her to contact local authorities instead. Consequently, the complaint was closed due to the inability to proceed without further evidence.
Spinsala Casino - Player suspects casino is fake and requests investigation.
Amount: €2,000
Spinsala Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.3
Spinsala Casino has a Safety Index of 6.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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2 months ago
Translation
Good morning, I believe this casino is fake and would like the casino guru to investigate because many players are losing money here with slots that I suspect are tampered with.
The slots stop paying at any moment, and almost no one can withdraw any money from this casino.
Given this, and after having lost a considerable amount of money on ridiculous games, unseen in "normal" casinos. I noticed that, unlike in all other casinos, there is no record of pragmatic and hacksaw...
In all casinos, pragmatic and hacksaw usually have a record of the plays made. In this casino, for example, with the pragmatic provider, there's a table of games played, but it has no information whatsoever!! That table should have the games played as well as the IDs of all bonuses we have played in that casino. I am attaching an example print from a "normal" casino and from the specified one where they do not provide information on the ID of the game that was played. That ID is of utmost importance, so I could verify the authenticity of my games with pragmatic.
I requested this ID in chat, and I have been waiting for this ID for almost 3 weeks... every day they make excuses about holidays or give dates which are not met.
I believe this casino has fake slots (based on the absurdity I have personally experienced and from other players), and I would ask the guru to investigate.
They just need to provide the ID of a bonus purchased from the pragmatic provider to determine if it's legitimate or not.
They have not given me this ID, which I requested almost 3 weeks ago...
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2 months ago
Dear Miidelgado,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Nick
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
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2 months ago
Translation
You can look on all the review sites. All the people and streamers who used to work with them have stopped working, all saying the same thing about this casino! My complaint is not that, first hand. My complaint is that they don't give me the purchase ids of my bonuses, so that I can check with the provider that they are real or not.
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2 months ago
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Update: they still wouldn't give me the id of the games, so I could check with the pragmatic provider if the games were legitimate.
After a heated conversation in chat, and after I said that I had already complained about them on two opinion sites, and that they were already being investigated... After that... They closed my account without giving me any explanation.
Legitimate??? It's a fake casino that's scamming thousands of players with its 500 and 700% bonuses. Investigate this casino as quickly as possible
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2 months ago
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Update: they're still not giving me game ids. Now that the holidays are over, they no longer have an excuse to give me these ids. After a few more days of asking about the same issue, I was told that I had to speak to the manager/administrator/head...
Who replied as follows to my request for the pragmatic ids:
See attachment
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2 months ago
Dear Miidelgado,
Unfortunately, we are unable to handle complaints related to GDPR issues. 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.
Is there anything else we could assist you with?
Regards,
Nick
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2 months ago
Translation
Good afternoon, yes... How do I get in touch with these organizations?
I believe the guru also has an interest in publicizing fraudulent casinos.
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2 months ago
Dear Miidelgado,
We have no information how GPDR issues are handled in which country.
Unfortunately, it has to be dealt with your local authorities.
Also as you can see the casino's safety index is based on such information and the players should not join casinos with such low rating.
We will be now forced to close the complaint based for the above stated reason.s
Regards,
Nick
