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Complaint – My account reopened after permanent self-exclusion without my consent

I would like to file a complaint about Spinanga Casino.

I had previously requested permanent self-exclusion from my account because I suffer from a serious gambling addiction. My request was motivated solely by the need to protect my health and prevent me from continuing to gamble.

Despite this, my account was later reopened without my consent. After the reopening, I was able to make deposits and play again, but suffered further financial losses.

I believe this behavior is extremely serious and contrary to the principles of responsible gaming. A gaming operator should respect a request for self-exclusion, especially when it is motivated by a compulsive gambling problem.

I subsequently requested the permanent closure of my account again and a refund of all deposits made after the unauthorized reopening, but the situation was not resolved.

I therefore ask Casino Guru to examine my case and help me obtain:

the recognition of the error committed by the casino;

a refund of all deposits made after reopening my account;

confirmation of the permanent self-exclusion of my account;

the cessation of any promotional communications towards me.

I am available to provide all the evidence I have, including emails, chats with support, confirmations of previous self-exclusion, and deposit history after reopening my account.

Reclamo – Riapertura del mio account dopo autoesclusione permanente senza il mio consenso

Desidero presentare un reclamo nei confronti di Spinanga Casino.

In passato avevo richiesto l’autoesclusione permanente del mio account perché soffro di una seria dipendenza dal gioco d’azzardo. La mia richiesta era motivata esclusivamente dalla necessità di tutelare la mia salute e impedirmi di continuare a giocare.

Nonostante ciò, il mio account è stato successivamente riaperto senza il mio consenso. A seguito della riapertura ho potuto nuovamente effettuare depositi e giocare, subendo ulteriori perdite economiche.

Ritengo che questo comportamento sia estremamente grave e contrario ai principi di gioco responsabile. Un operatore di gioco dovrebbe rispettare una richiesta di autoesclusione, soprattutto quando è motivata da una problematica di gioco compulsivo.

Successivamente ho nuovamente richiesto la chiusura permanente del mio account e il rimborso di tutti i depositi effettuati dopo la riapertura non autorizzata, ma la situazione non è stata risolta.

Chiedo pertanto che Casino Guru esamini il mio caso e aiuti a ottenere:

il riconoscimento dell’errore commesso dal casinò;

il rimborso di tutti i depositi effettuati dopo la riapertura del mio account;

la conferma dell’autoesclusione permanente del mio account;

la cessazione di qualsiasi comunicazione promozionale nei miei confronti.

Sono disponibile a fornire tutte le prove in mio possesso, comprese email, chat con l’assistenza, conferme della precedente autoesclusione e lo storico dei depositi effettuati dopo la riapertura dell’account.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinanga Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hi Tomas, I sent you everything by email. Thanks in advance. I look forward to hearing from you!

Ciao Tomas ti ho mandato tutto per e-mail grazie in anticipo attendo un discorso!

Hi Tomas, I sent you everything by email. Thanks in advance. I look forward to hearing from you!

Ciao Tomas ti ho mandato tutto per e-mail grazie in anticipo attendo un discorso!

Thanks for your reply and the information provided.

Have you saved your initial self-exclusion request, sent to the casino in 2024? Would you be able to share it with me?

Has the casino responded to your refund request since your last post? Please let me know what their response was.

Thanks in advance for your cooperation.

Hi Tomas, as you requested, I emailed you everything, forwarded you the 2024 closing email, and answered all your questions. I've attached the screenshot here.

Thank you

Ciao tomas come tu mi hai chiesto ti ho mandato tutto tramite e-mail, ti ho inoltrato la mail di chiusura del 2024 e ho risposto a tutte le tue domande. Ti allego lo screen qui.

grazie

Dear VittoMr94,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear VittoMr94,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Spinanga Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Spinanga Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinanga 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 for providing the information.

Dear Player,

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Spinanga Casino Team

Dear Spinanga Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Player,

Thank you for your patience while we conducted a thorough review of your inquiry.

We sincerely apologize for the inconvenience you experienced. Please be assured that, per your request, your account has now been officially closed.

Following a review of your case, we are prepared to offer you a refund of 890 EUR as part of the settlement, covering your net losses from reactivation of your account back in Jan 2025.

Kindly confirm your acceptance of this offer so that we may process the refund for you.

In order to proceed with the refund of your funds, we kindly ask you to provide the following details:

Full Name (please provide all names, including middle name)

Email

Name of the owner of the bank account

IBAN

BICits germany

Bank name

Bank location (country)

Once we obtain this information, we will proceed with the payment process.

If you have any additional questions, please do not hesitate to contact us.

Kind regards,

Spinanga Casino Team

Dear VittoMr94,

The casino is offering you a refund of €890. If you agree with this amount, please share your bank details in order to proceed with the refund.

You can either send them an email or post it in this conversation as an attachment. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

Dear Player,

Thank you providing us with payment details.

We are pleased to inform you that your refund has been successfuly scheduled for processing on July 23.

Please note that depending on the payment method used and your bank's specific processing times, it may take 3 to 5 business days from the processing date for the funds to appear in your account.

As the payment is now scheduled, we consider this matter resolved. 

Thank you for your patience while we processed your request.

Kind regards

Spinanga Casino Team

Dear VittoMr94,

According to the casino, the refund was processed on their side. Please allow a few days for it to be credited to your bank account.

Do not hesitate to let us know once you receive your money.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear VittoMr94,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor