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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

Good morning, Veronica!!!

First of all, I want to thank you right away for your help in resolving this issue.

1. Regarding the closure requested in 2025, I didn’t keep any records, because not even in my worst nightmares could I have imagined that my account would be reopened—I believed the matter was closed. (But the casino acknowledged the error and agreed to reimburse me.)

2. Attached are screenshots of the agreement to refund the amount of R$1,000.00 and the request to close the account.

3. The last time the casino contacted me was on April 17, informing me that the payment had been successfully processed, but the money never arrived (since then, they have completely stopped responding).

4. They requested my bank information to make the transfer, and I sent it to them, but the money never arrived (I requested a receipt, but they did not send it and stopped responding to me).

Attached are the screenshots.

Thank you very much

Bom dia Verônica!!!

Primeiramente quero desde já agradecer pela sua colaboração para resolução dessa questão.

1. Referente ao fechamento solicitado no ano de 2025, não mantive os registros, pois nem nos meus piores pesadelos poderia imaginar que a minha conta seria reaberta, pois acreditei que tratava-se de caso encerrado. (Mas o Cassino assumiu o erro e concordou com o ressarcimento).

2. Segue em anexo os prints, referente ao acordo firmado de devolução do valor de R$1.000,00 e solicitação de encerramento de conta.

3. O último contato que o Cassino realizou foi no dia 17/04, informando que procedeu o pagamento com sucesso, mas o dinheiro nunca chegou ( desde então pararam o contato por completo).

4. Eles solicitaram os meus dados bancários para realização da transferência, e eu os enviei, mas o dinheiro nunca chegou ( solicitei o comprovante e não me enviaram e pararam de me responder).

Segue em anexo os prints.

Muito obrigada

Hi!!!

Here are some more screenshots... They didn't all fit in the previous file...

Thank you

Olá!!!

Segue mais prints... Não couberam tudo no arquivo anterior...

Obrigada

Thank you for your responses. Have you mentioned gambling addiction as your reason for the account closure request in the emails that you sent to the casino in March 2026? From the screenshots you provided, it seems that you did not mention gambling addiction in the emails, only in the live chat conversation.

Good morning!!

I mentioned this via chat when I submitted the request; the casino is aware of this. When I filed the complaint, they reviewed it and determined that my claim is valid (since they have a record of our conversations, showing that the account was closed due to gambling addiction in 2025... But they reopened it without my consent (unfortunately, I didn’t keep the evidence).

Please note that I explicitly mentioned my condition in the chat conversation (and even so, they told me they would respond within 10 days). 10 days for someone struggling with an addiction… That’s a long time… This policy should be revised.

What I’m seeking is compliance with the agreement already signed between me and the casino… which was not honored.

Thank you

Bom dia!!

Mencionei via chat no ato da solicitação, o Cassino tem ciência disso, quando fiz a reclamação eles já avaliaram e viram que minha reinvidicação é justa ( pois eles tem o histórico de nossas conversas, onde o encerramento da conta por vício foi feito em 2025... Mas reabriram sem meu consentimento (infelizmente não mantive as provas).

Pode observar que deixo explícito na conversa via chat a minha condição de patologia ( e mesmo assim me disseram que dentro de 10 dias iriam responder) 10 dias para uma pessoa que sofre com vício... É muito tempo... Essa política deveria ser revista.

O que vim buscar é o cumprimento do acordo já firmado entre mim e o cassino... Que não foi cumprido.

Obrigada

Dear Kellynha123,

Thank you for your response and for your cooperation throughout the complaint process. Unfortunately, however, based on the information and evidence available to us, we won't be able to assist you further with this complaint.

We have not received any evidence confirming that gambling addiction was given as the reason for your account closure request in 2025. Regarding your March 2026 closure request, the screenshots you provided of your email correspondence with the casino do not mention gambling addiction or any other reason for requesting the account closure.

We acknowledge that you did mention gambling addiction during your live chat communication. However, according to the conversation you provided, the support agent informed you that an account closure/self-exclusion could not be processed through live chat and instructed you to submit the request by email instead. For a responsible gambling claim to be assessed on the basis that the casino was aware of a gambling addiction, it is important that this information was communicated through the channel used to submit the actual closure request, or that there is evidence that the information was otherwise forwarded to the department responsible for handling account closures. We have not received such evidence in this case.

For this reason, we are unfortunately not in a position to establish that the casino was formally notified of your gambling addiction in connection with your March 2026 account closure request and, consequently, we cannot pursue a refund of the losses incurred after that request on responsible gambling grounds.

We also understand that the casino subsequently agreed to pay you R$1,000 as a goodwill gesture. However, based on the evidence provided, this payment does not appear to constitute a refund that we can require the casino to provide under our responsible gambling assessment. As such, the dispute concerning whether the casino subsequently processed or paid this goodwill amount falls outside what we are able to investigate or enforce in this complaint.

I appreciate that this may not be the outcome you were hoping for, and I am sorry that we cannot assist you further in this particular case. Nevertheless, I hope the above explanation clarifies the basis for our decision.

Kind regards

Veronika

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