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Subject: Complaint — Agreed refund not paid + failure to comply with self-exclusion

To: Casino Guru Team / Complaints Center

From: K.D.S.S.

Email: [email address hidden by Casino Guru]

Casino Name: Spinanga

Dear Sir or Madam, Good morning!!

I am writing to formally file a complaint against Spinanga Casino for failure to comply with regulations protecting vulnerable players, a flaw in the account closure process, and, most importantly, for failure to pay a refund that was formally agreed upon by both parties.

Below is a chronology of events:

1. Improper reopening of an already closed account

My casino account had already been closed in 2025—more than a year ago—due to a gambling addiction. Despite this, the platform reopened my account without my consent and even sent me a bonus of R$ 300.00, which prompted me to start gambling again—at a time when I was already undergoing psychological treatment and managing to stay in control. This action destabilized me emotionally and financially, causing all the progress I had made in staying away from gambling to go down the drain.

2. Closure Request Ignored (March 10)

On March 10, 2026, I requested the immediate closure of my account, both via live chat and by email. No action was taken. The account remained active, and I continued to gamble compulsively, eventually losing approximately R$ 1,500.00.

3. Account Closed Only After Insistence — March 14

I contacted them again, requesting the urgent closure of the account (the live chat representative said she could not fulfill my request). Only after speaking with the VIP account manager via WhatsApp—and practically having to beg—was the account finally closed on March 16, 2026.

In other words, for 6 days (from March 10 to 16), the casino failed to fulfill its own duty of care, leaving the account open even after an explicit request for self-exclusion, allowing me to continue losing money.

4. Refund Agreement — R$ 1,000.00

In light of this negligence, I requested a full refund of the amounts lost during that period. After negotiations—during which they initially offered me only R$ 70.00—we reached an agreement: the casino would pay me a refund of R$ 1,000.00 (an amount already below what I actually lost, which was around R$ 1,500.00—and I haven’t even claimed that since the account was reopened).

5. Payment was never received + THEY STOPPED CONTACTING ME

The casino requested my bank information, informed me that the payment had been successfully processed, and sent me an email on 04/17/26 confirming the transaction—but the money NEVER reached my account.

When I contacted them asking for proof of payment and explaining that the funds hadn’t arrived, they simply stopped responding to me. I sent several emails and messages—and to this day, I’ve received no reply.

I’m asking Casino Guru for help in ensuring that Spinanga Casino fulfills its obligation and honors the reimbursement agreement we signed. Thank you in advance.

Assunto: Reclamação — Reembolso acordado não pago + descumprimento de autoexclusão

Para: Equipe do Cassino Guru / Centro de Reclamações

De: K.D.S.S.

E-mail: [email address hidden by Casino Guru]

Nome do Cassino: Spinanga

Prezados(as), Bom dia!!

Venho, por meio desta, formalizar reclamação contra o Cassino Spinanga, por descumprimento de normas de proteção ao jogador vulnerável, falha no processo de encerramento de conta e, principalmente, pelo não pagamento de um reembolso formalmente acordado entre as partes.

Descrevo abaixo, cronologia dos fatos:

1. Reabertura indevida de conta já encerrada

Minha conta no cassino já havia sido encerrada em 2025 há mais de 1 ano, por motivo de vício em jogos de azar. Mesmo assim, a plataforma reabriu minha conta sem meu consentimento e ainda me enviou um bônus de R$ 300,00, o que me instigou a voltar a apostar — num momento em que eu já estava em tratamento psicológico e conseguindo manter o controle. Essa ação me desestabilizou emocional e financeiramente, fazendo com que toda a evolução de me manter fora do jogo fosse por água abaixo.

2. Solicitação de encerramento ignorada (10 de março)

No dia 10 de março de 2026, solicitei o encerramento imediato da minha conta, tanto via chat ao vivo quanto por e-mail. Nenhuma medida foi tomada. A conta permaneceu ativa e eu continuei jogando compulsivamente, vindo a perder aproximadamente R$ 1.500,00.

3. Encerramento ocorrido apenas após insistência — No dia 14 de março

Novamente entrei em contato pedindo o fechamento urgente da conta (a atendente do chat disse que não conseguiria atender a minha solicitação). Somente após falar com o gerente de conta VIP via WhatsApp e praticamente tive que implorar — que a conta foi finalmente encerrada no dia 16 de março de 2026.

Ou seja, durante 6 dias (de 10 a 16/03), o cassino descumpriu seu próprio dever de proteção, deixando a conta aberta mesmo após pedido explícito de autoexclusão, permitindo que eu continuasse perdendo valores.

4. Acordo de reembolso — R$ 1.000,00

Diante da negligência, solicitei o reembolso integral dos valores perdidos nesse período. Após negociação — onde inicialmente me ofereceram apenas R$ 70,00 — chegamos a um acordo: o cassino me pagaria R$ 1.000,00 de reembolso (valor já abaixo do efetivamente perdido, que foi de em torno de R$ 1.500,00 e isso nem cobrei desde a reabertura da conta).

5. Pagamento nunca foi recebido + CESSARAM O CONTATO

O cassino solicitou meus dados bancários, informou que o pagamento havia sido realizado com sucesso e me enviou um e-mail no dia 17/04/26 confirmando a operação — mas o dinheiro NUNCA entrou na minha conta.

Ao entrar em contato pedindo comprovante de pagamento e explicando que o valor não havia chegado, simplesmente pararam de me responder. Mandei diversos e-mails e mensagens — e até hoje nenhuma resposta.

Peço ajuda do Cassino Guru para que o Cassino Spinanga cumpra seu dever e acordo de ressarcimento firmado. Agradeço desde já.

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the original account closure request from 2025 that you sent to this casino at veronika.f@casino.guru? Kindly include the casino's confirmation that your account was closed as well.
• Could you also send me the emails you exchanged with the casino customer support since March 2026 regarding the reopening of your account and the agreed refund of your deposits?
• When was the last time the casino communicated with you regarding the refund of your deposits?
• Which payment method did you select for processing your refund? Was this payment method fully verified in your casino account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika