Hi, well, I wouldn't say something like this should happen. We'll try to help you, but I have a question. You’ve filed a complaint with OnlySpins Casino and described a very similar situation, so did this happen to you there or at Spinanga Casino?
When you say you’re under enforced self-exclusion, does that mean you notified the casino about it, or that your account was already closed and they reopened it?
We’ll see what happens next and how it turns out.
Hi,
Thank you for your response.
To clarify:
This situation happened at both OnlySpins Casino and Spinanga Casino. In both cases, I had previously requested self-exclusion due to gambling addiction, and despite that, my accounts were either kept accessible or reopened without my consent.
Specifically regarding Spinanga Casino:
I had already requested self-exclusion due to gambling addiction.
Despite this, my account was reactivated without my permission.
I also received promotional offers that encouraged me to gamble.
As a direct result, I lost a significant amount of money.
When I later managed to win and requested a withdrawal, it was canceled and my account was closed.
By "enforced self-exclusion," I mean that I had explicitly informed the casino about my gambling problem and requested to be excluded. Therefore, they had a clear obligation to block my access and not allow any further activity or marketing communication.
Instead, they failed to protect me and even encouraged further gambling.
I hope this clarifies the situation, and I am happy to provide any additional evidence if needed.
So if you’ve said that you have a gambling addiction and your account was self-excluded and then reopened without your consent, I would file a complaint regarding this case.
I know these situations are handled on a case-by-case basis, and our team pays close attention to many details.
We’ll see what they say.
But it’s always important to mention your gambling problem or addiction. Write to them via live chat and email, or wherever possible. If you’ve done all of this and the casino still didn’t protect you, then that’s not right.
I hope it gets resolved.
Thank you for your response.
I would like to clarify that I had already informed the casino about my gambling addiction and had requested self-exclusion. Despite this, my account was later reopened without my knowledge or consent.
Additionally, I continued to receive promotional offers encouraging me to gamble, which should never happen in such cases.
As a result, I was able to access my account and lost a significant amount of money. Furthermore, after losing around €1000 of my own funds, I managed to win €500 and requested a withdrawal. However, instead of processing it, the casino closed my account and canceled my withdrawal.
This means I not only lost my own €1000, but I was also denied my legitimate €500 winnings, which is completely unfair and unacceptable.
This clearly shows a failure on the casino’s side to apply responsible gambling measures and properly enforce my self-exclusion.
I have already contacted the casino through email and other available channels, but the issue has not been resolved.
I am now seeking a fair resolution, including a full refund of my losses and payment of my winnings, as the responsibility lies with the casino for allowing this to happen.
I hope your team will review this case carefully.
Well, file a complaint if you want us to look into it. But I don't think it's entirely possible that we'll be able to secure both your winnings and a refund.
But the casino definitely shouldn't be sending bonuses to players who have a gambling problem.
Could you maybe show me where you wrote that to them and when?
I wrote them multiple times. On email and live chat and i don’t receive any answer:
Dear Spinanga Team,
I am submitting this as a formal complaint regarding a serious issue with my account.
I had previously requested self-exclusion due to gambling addiction. Despite this, my account was reopened without my knowledge or consent, and I continued to receive promotional offers encouraging me to gamble.
As a direct result of this failure, I lost over 1000€ of my own funds.
Furthermore, after these losses, I managed to win 500€ and submitted a withdrawal request. Instead of processing this withdrawal, my account was blocked and the withdrawal was canceled without a valid explanation.
This situation represents a clear breach of responsible gambling policies and player protection obligations.
For clarity, I am requesting the following:
A full refund of the funds lost after my self-exclusion
Immediate processing of my 500€ withdrawal
I have already contacted your support multiple times via live chat and email, without receiving any meaningful resolution. Being repeatedly redirected without answers is unacceptable.
Please treat this matter with urgency and provide a clear and final response within 48 hours.
If this issue is not resolved, I will escalate the case to your licensing authority and submit formal complaints to relevant third parties, including public review platforms, with full supporting evidence.
I look forward to your prompt response.
Kind regards,
Sotiris Datseris
When you file a complaint, you'll need more than just a copy-paste job. We'll need some screenshots and stuff like that.
So if you want to go through with this, do it right away and don't wait.
I'm not going to handle your case, so that's about it.🙂
the only screenshots that i have are these . I ve deleted the mails that i m begging them to close my account because i m addicted
Well, looking at it this way, I’m not sure if what you showed me will be enough for our team. If you want to file a complaint, it’s always important to have proof of what you wrote to the casino and when you wrote it. That way, our team can assess whether the casino had enough time to respond or if they ignored you, and so on. Personally, I see something in that last part that matches what you’ve been telling me so far.
But since I’m not in the complaint department, maybe it can be resolved—though I tend to think not, if this is all you have.
Hi,
I submitted withdrawal requests from Spinanga on April 2nd and have yet to be paid out. My account is not verified, but they are not asking for verification.
My withdraw status still shows as "under review". I contacted support and they keep saying my funds are still being processed and that I’ll receive them "soon", and that "We know that delayed withdrawals can be a cause for concern, and unfortunately we cannot provide you with an exact date for when the withdrawal will be fully processed, but rest assured that we will work to avoid further delays and provide you with the best service possible."
Does anyone know up to how much time it can take to get a withdrawal? I previously got a couple withdrawals within the standard 2-3 business days.
Thanks
Hello, I get this is not a convenient situation. If you read through this and other casino-related threads, you'll perhaps find out that this casino usually starts with an underreview status, and then things are going to happen.
I get that without clear and transparent communication, one can easily feel like something is amiss.
Would you kindly keep us posted, please? Because, to be honest, their withdrawal timeframes vary a bit. Thus, I would like to stay in touch to see how the withdrawal goes.
Hello everyone,
Long story short:
Won a big amount at Spinanga casino. The first three withdrawal requests were successful, every fourth day i was receiving my earnings. That was a surprise for me, at the back of my head i was almost sure, i will never get pay. At this time i was keep playing at their casino and everything was ok.
The last 10 days, nothing! Now, i am not using their casino until to see how the withdrawals requests will go.
Their support team always reply, even if they don't answer all your questions, and they assure you that your earnings are safe.
I will keep updating this thread in case someone is interesting.
I would like to know, if anyone else, won at Spinanga a big amount (more than 10k) and how it ended.
I think that since you’ve already received your first three withdrawals, things will probably continue to go smoothly. Of course, I’m not sure what could have caused the delay now that the first three were processed relatively "quickly." But if you end up waiting more than two weeks for these withdrawals, I’d definitely submit a complaint to us so we can help you if it’s within our power.
Anyway, is there anything you need to do on your end? What exactly did the casino tell you when you asked about further withdrawals?🙂
Update:
At this rate I’ll be fully paid out by September 🤣
Similar situation for me. Had a 8-8.5K CAD profit. Got a couple payments, and then it slowed down. Got the next two 30 days later, without opening a case.
They told that my funds are safe and be patient. After the delay the withdrawal proceeded successfully. The only problem with the withdrawal limits is that you may keep playing and from that point of view the winnings are not always that safe 😉
Same here, they proceeded finally the withdrawal. However that withdrawal limits are too low for that kind of winnings.
Update:
At this rate I’ll be fully paid out by September 🤣
I dare say this limit is not exactly the one mentioned in the casino terms and conditions...
Not sure whether it counts, but I personally hope that this payout rate will be properly increased very soon!
They told that my funds are safe and be patient. After the delay the withdrawal proceeded successfully. The only problem with the withdrawal limits is that you may keep playing and from that point of view the winnings are not always that safe 😉
Makes perfect sense, and I would be the first to remind the casino of that. 😀 Jaro will be back next week, so hopefully you'll receive more positive news for him before he gets back.
Yeah, I imagine how this may sound given those circumstances, of course.
So how long did it take for you to get paid out so far? 30 days also?
Gratis professionella utbildningskurser för onlinecasinoanställda inriktade på bästa branschpraxis, förbättring av spelarupplevelsen och ett rättvist förhållningssätt till spelande.
Ett initiativ vi har lanserat med målet att skapa ett globalt system för självavstängning, som gör det möjligt för sårbara spelare att blockera sin åtkomst till allt onlinespel.
Du blir snart omdirigerad till casinots webbplats. Vänligen vänta. Om du använder en annonsblockerare, kontrollera dess inställningar.
