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Dear Casino Guru Team,

I am contacting you because I need your help with a dispute with Spinsy Casino, which I consider extremely serious.

On November 21, 2024, Spinsy accepted my request for self-exclusion for Responsible Gaming reasons, officially confirming the closure of my account via email.

In the same communication, the casino informed me that it had permanently closed my profile and even invited me to contact specialized associations and services for gambling addiction, such as Gamblers Anonymous, Gamban, and GamCare.

It is therefore evident that Spinsy was perfectly aware of my condition as a vulnerable player.

Despite this, my account was later reopened without any valid reason and I was once again allowed to log in, deposit money and play.

Because of this reopening, I lost 450 euros, an amount that I now dispute in full.

On July 2, 2026, I sent a first email to the casino explaining in detail what had happened and asking:

full refund of deposits;

a new permanent self-exclusion;

the definitive interruption of any promotional activity.

Having received no response, I sent a further reminder on July 6, 2026, reiterating that my account had been reopened despite my previous self-exclusion and that this had resulted in further financial losses.

This communication also went completely unanswered.

I consider it extremely serious that an operator who had formally acknowledged my gambling problem and ordered the closure of my account subsequently allowed it to be reactivated and, subsequently, ignored my every request for assistance.

What I find even more worrying is the casino's subsequent behavior: instead of analyzing the matter and providing explanations, it simply chose not to respond to my emails anymore.

For this reason, I kindly ask you to intervene and start a mediation with Spinsy so that:

it should be clarified why an account closed for Responsible Gaming was subsequently reopened;

my request for a refund of the 450 euros lost after this reopening should be examined;

the casino's behavior, which continues to ignore all my communications, should be evaluated.

I am attaching the following:

the official confirmation of self-exclusion on November 21, 2024;

emails sent on July 2, 2026, and July 6, 2026;

all documentation useful for demonstrating the chronology of events.

I trust in your help so that this matter can finally be examined on its merits.

Thank you in advance for your support and I remain available for any further information.

Best regards,

Alfonso ****

Gentile Team di Casino Guru,

mi rivolgo a voi perché ho bisogno del vostro aiuto per una controversia con Spinsy Casino, che ritengo estremamente grave.

Il 21 novembre 2024 Spinsy ha accolto la mia richiesta di autoesclusione per motivi di Gioco Responsabile, confermandomi ufficialmente via e-mail la chiusura del mio account.

Nella stessa comunicazione il casinò mi informava di aver chiuso definitivamente il mio profilo e mi invitava persino a rivolgermi ad associazioni e servizi specializzati per la dipendenza dal gioco, come Gamblers Anonymous, Gamban e GamCare.

È quindi evidente che Spinsy era perfettamente consapevole della mia condizione di giocatore vulnerabile.

Nonostante ciò, successivamente il mio account è stato riaperto senza alcuna valida motivazione e mi è stato nuovamente consentito di accedere, depositare denaro e giocare.

A causa di questa riapertura ho perso 450 euro, importo che oggi contesto integralmente.

Il 2 luglio 2026 ho inviato una prima e-mail al casinò spiegando dettagliatamente l’accaduto e chiedendo:

il rimborso integrale dei depositi;

una nuova autoesclusione permanente;

l’interruzione definitiva di qualsiasi attività promozionale.

Non ricevendo alcuna risposta, il 6 luglio 2026 ho inviato un ulteriore sollecito ribadendo che il mio account era stato riaperto nonostante la precedente autoesclusione e che ciò aveva comportato ulteriori perdite economiche.

Anche questa comunicazione è rimasta completamente senza risposta.

Ritengo estremamente grave che un operatore che aveva formalmente riconosciuto il mio problema di gioco e disposto la chiusura del conto abbia successivamente consentito la riattivazione dell’account e, successivamente, abbia ignorato ogni mia richiesta di assistenza.

Ciò che trovo ancora più preoccupante è il comportamento successivo del casinò: invece di analizzare la vicenda e fornire spiegazioni, ha scelto semplicemente di non rispondere più alle mie e-mail.

Per questo motivo vi chiedo cortesemente di intervenire e di avviare una mediazione con Spinsy affinché:

venga chiarito per quale motivo un account chiuso per Gioco Responsabile sia stato successivamente riaperto;

venga esaminata la mia richiesta di rimborso dei 450 euro persi dopo tale riapertura;

venga valutato il comportamento del casinò, che continua a ignorare tutte le mie comunicazioni.

In allegato trasmetto:

la conferma ufficiale dell’autoesclusione del 21 novembre 2024;

le e-mail inviate il 2 luglio 2026 e il 6 luglio 2026;

tutta la documentazione utile a dimostrare la cronologia degli eventi.

Confido nel vostro aiuto affinché questa vicenda venga finalmente esaminata nel merito.

Ringrazio anticipatamente per il vostro supporto e resto a disposizione per qualsiasi ulteriore informazione.

Cordiali saluti,

Alfonso ****

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Stay safe.

Hello,

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

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@spinsy.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Spinsy Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

Dear Thomas,

Thank you for your reply and for the support you are offering me.

I will answer your questions below.

My account is still accessible. Despite having requested permanent closure and self-exclusion again, Spinsy continues to not respond to my emails, and to this day, my account remains open. I consider this situation extremely serious, considering that I have explicitly stated that I have a gambling problem.

Regarding my first self-exclusion, I would like to clarify that in August 2025, I requested the closure of my account via Live Chat, clearly stating that I had a gambling problem and requesting to be banned from the casino. Unfortunately, I don't have a copy of the conversation, precisely because it took place via chat, but I am confident that Spinsy keeps logs of customer conversations and can retrieve them.

Subsequently, without me ever requesting to reactivate my account, about four months ago the casino reopened my account, allowing me to log in and make deposits again.

The last time the casino allowed me to deposit was about four months ago, after this reactivation.

I subsequently contacted Spinsy several times asking:

the immediate and permanent closure of my account;

the refund of the €450 deposited after reactivation.

To date, however, I have not received any substantial response and my account remains open.

I believe the core of the complaint is that an operator informed of a player's vulnerable status and receiving a self-exclusion request should never allow an account to be reactivated without the customer's explicit request. Furthermore, I consider it equally serious that, following my recent closure requests, the casino continues to leave the account active and fails to respond to my communications.

I would be very grateful if you could ask Spinsy to:

check my Live Chat logs from August 2025;

explain why my account was reactivated;

clarify why my account is still open despite my repeated requests to close it;

provide a concrete response to my refund request.

I remain of course available to send any further useful documentation.

I sincerely thank you for your help.

Best regards,

Alfonso ****

Gentile Tommaso,

La ringrazio per la Sua risposta e per il supporto che mi sta offrendo.

Rispondo di seguito ai Suoi quesiti.

Il mio account è ancora accessibile. Nonostante abbia richiesto nuovamente la chiusura definitiva e l’autoesclusione, Spinsy continua a non rispondere alle mie e-mail e, ad oggi, il mio account risulta ancora aperto. Ritengo questa situazione estremamente grave, considerato che ho dichiarato espressamente di avere problemi di gioco.

Per quanto riguarda la mia prima autoesclusione, desidero precisare che nell’agosto 2025 ho richiesto la chiusura del mio account tramite Live Chat, comunicando chiaramente di avere problemi di gioco e chiedendo di essere escluso dal casinò. Purtroppo non possiedo una copia della conversazione, proprio perché è avvenuta tramite chat, ma sono convinto che Spinsy conservi i registri delle conversazioni con i clienti e che possa recuperarli.

Successivamente, senza che io avessi mai richiesto la riattivazione del mio account, circa quattro mesi fa il casinò ha riaperto il mio account, consentendomi nuovamente di accedere e di effettuare depositi.

L’ultima volta che il casinò mi ha consentito di depositare è stata circa quattro mesi fa, dopo questa riattivazione.

Successivamente ho contattato più volte Spinsy chiedendo:

la chiusura immediata e definitiva del mio account;

il rimborso dei 450 € depositati dopo la riattivazione.

Ad oggi, però, non ho ricevuto alcuna risposta sostanziale e il mio account continua a rimanere aperto.

Ritengo che il punto centrale del reclamo sia che un operatore informato della condizione di vulnerabilità di un giocatore e destinatario di una richiesta di autoesclusione non dovrebbe mai consentire la riattivazione dell’account senza una richiesta esplicita del cliente. Inoltre, ritengo altrettanto grave che, dopo le mie recenti richieste di chiusura, il casinò continui a lasciare l’account attivo e non risponda alle mie comunicazioni.

Le sarei molto grato se potesse chiedere a Spinsy di:

verificare i registri della mia Live Chat dell’agosto 2025;

spiegare per quale motivo il mio account sia stato riattivato;

chiarire perché il mio account sia tuttora aperto nonostante le mie ripetute richieste di chiusura;

fornire una risposta concreta alla mia richiesta di rimborso.

Resto naturalmente a disposizione per inviare qualsiasi ulteriore documentazione utile.

La ringrazio sinceramente per il Suo aiuto.

Cordiali saluti,

Alfonso ****

Dear GianmarcoMalgieri96,

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, Michal (michal.v@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

Hello GianmarcoMalgieri96,

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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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

Dear Spinsy 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

Dear everyone,

Thank you for bringing this to our attention.

Kindly be informed that the account is closed and the matter was forwarded to our relevant department. As soon as we have more information, we will update you.

Kind regards,

Spinsy Team

Dear Spinsy Casino,

We will be waiting for your updates.

Dear everyone,

Thank you for your patience.

Please let us reassure you once more that account has been closed. Upon review of the request for refund with our relevant department, kindly be informed that we are unable to proceed with the refund because the withdrawals are higher than deposits.

Kind regards,

Spinsy Team

Dear Spinsy Casino,

Thank you for confirming that the player’s account has been closed.

However, the statement that the player’s withdrawals were higher than their deposits does not provide enough information to assess the refund request. The relevant issue is the account activity after the account was previously closed for responsible-gambling reasons and was reopened.

Please provide:

• the date and reason for the original responsible-gambling closure, including the complete record for ticket 20684958;
• the account-status history showing when and how the account was reopened;
• any request from the player asking for the account to be reopened;
• details of any responsible-gambling assessment completed before reopening;
• the complete deposits, withdrawals, gameplay results, and account balances covering the period from reopening until the latest closure; and

Please also clarify whether your calculation concerns the player’s entire account history or only the period following the reopening.

Thank you in advance.

Dear Michal,

Thank you for your patience.

We would like to take this opportunity to inform you that we have sent you an email regarding this matter.

Kind regards,

Spinsy Team

Dear Spinsy Casino,

I have replied to your email.

Dear GianmarcoMalgieri96,

As of now, there are no new updates to share. I will let you know as soon as something comes up. Your patience is greatly appreciated.

I await your kind reply. Thank you.

ATTENDO GENTILE RISCONTRO GRAZIE

Dear Michal,

Thank you for your patience and understanding. Please be informed that we have sent you an email regarding this matter.

Kind regards,

Spinsy Team

I await feedback

Attendo riscontro

Dear Spinsy Casino,

Thank you for the additional information.

Your latest response confirms that the player’s account was closed on 21 November 2024 due to expressed concerns regarding gambling addiction and that the account was subsequently reopened. Therefore, the decisive issue is not the player’s lifetime deposit and withdrawal balance, but the circumstances of the reopening and the financial activity that occurred after it.

Please provide the following information in a clear written or tabular form:

• the exact date on which the account was reopened;
• whether the reopening was requested by the player and, if so, the player’s original request;
• the total deposits, withdrawals, refunds, adjustments and closing balance from the reopening date until the account was closed again on 16 July 2026; and
• the resulting net loss for this specific period.

Please state the figures directly in your reply if technical limitations prevent you from attaching files. The player’s lifetime activity cannot by itself determine whether losses incurred after the reopening are refundable.

Based on your confirmation that an account previously closed because of gambling-addiction concerns was reopened, please also reconsider whether the player’s supported net losses from the reopened period should be refunded.