Spinanga Casino - Igrački nalog je trebalo da bude zatvoren, ali je ponovo otvoren.

Hello,

Four months ago, due to my gambling addiction, I officially requested that Spinanga permanently close my account. I also submitted a complaint and follow-up report about this matter through Casino Guru at that time. Eventually, Spinanga confirmed that my account was permanently closed.

However, three days ago, I received both an SMS and an email from Spinanga with a promotional offer — without my consent and even though my account was supposed to remain permanently closed. Because of this marketing message, I relapsed and deposited €740. These funds were lost within minutes, with no reasonable gameplay time, no visible RTP, and no chance to recover any amount.

Spinanga should have never reopened my account after my explicit request for permanent closure due to addiction. This violates responsible gambling policies and my right to self-exclusion.

I am requesting the following:

A full refund of €740, as the account should not have been reopened or used.

The permanent closure of my Spinanga account and removal of all my personal data from their marketing and contact lists.

Thank you for your attention. I hope Casino Guru can help me resolve this issue and ensure that Spinanga respects responsible gambling regulations and player protection standards.

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 I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Could you please share proof that you disclosed your gambling issues to the casino? Please send the information to my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?
• Could you please explain when your account was closed and when it was reopened?
• Has the casino responded to your refund request already? What did the casino reply?

As the next step, I recommend that you request a self-exclusion from the casino. Address your request to [email protected] and include me in the copy of the email. Keep me informed about any further developments.

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 Spinanga 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://kazinoguru-gr.com/odigos-ypefthinou-stoiximatismou

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

Hello Tomas,

Thank you for your response. Please find below the updated answers to your questions:

Account status: My Spinanga account has not been blocked and I still have access. I can currently log in and make deposits.

Proof of gambling issues disclosure: I initially informed the casino of my gambling issues in July and requested permanent closure of my account due to addiction. I also filed a complaint through Casino Guru at that time. I will attach here the photos of the emails I sent to Spinanga as proof of my requests and communications.

Last deposit: My last deposit was made three days ago (Friday), after I received unsolicited marketing messages from Spinanga via SMS and email. These messages caused me to relapse and deposit €740. I had not accessed my account at all since July, when it was supposedly closed.

Account closure and reopening: My account was officially closed in July. I received no response from the casino regarding my emails, despite sending three separate messages. When I received the promotional messages last Friday, I logged in and discovered that my account had been reopened without my consent.

Casino response to refund request: Spinanga has not responded to my refund request at all. They have provided no explanation and no attempt to return the lost funds.

I will follow your recommendation and request self-exclusion from Spinanga. I will send the email to [email protected], clearly marking the subject line and including you in the copy. The self-exclusion request will state the reason (gambling addiction) and request permanent closure.

Please let me know if any further details or documentation are needed to support my complaint and request for a full refund of €740.

Kind regards

Thanks for your reply.

Your previous complaint took place in June, with a conclusion that you should disclose your gambling problems to the casino in order to be protected. I am sorry we weren't able to assist you at the time, and I am sorry to hear your trouble with the casino continued.

You refer to a communication between you and the casino that took place in July 2025. Would you be able to forward it to me?

Have you kept any confirmation from the casino after they closed your account at that time?

Looking forward to your reply.

Dear Tomas i kept it and i just send you the emails that proof the had closed my account

Dear markar99

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, Matej ([email protected]). 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

thank you for your effort I appreciate it

Hello markar99, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Spinanga Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Hello Matej

What else would you like me to add?

Dear markar99,

Thank you for reaching out to us.

We are sorry to hear about your disappointment and frustration.

We would kindly like to inform you that your request has been forwarded for further review and investigation.

We will contact you as soon as possible with further updates and information regarding your case.

Thank you for your patience and understanding.

Spinanga Casino Team

Dear markar99, in your message from 03/11/2025, you have said you informed the casino about your gambling addiction before. Can you forward me ([email protected]) the e-mail or live chat conversation, where your gambling addiction is clearly mentioned, please? From the evidence provided so far, gambling addiction has been mentioned only once, on 3rd November. Thank you.

Dear Spinanga Casino, could you please let me know when was the account closed originally and whether it was a regular account closure or a self-exclusion? Then, I would like to know why was the account reopened and lastly: could you please confirm the account has now been closed indefinitely, marked as "Gambling addict, never reopen", the player will not be able to reopen this account or re-register again using their own credentials, and that all the marketing communication will cease? Thank you.

Dear markar99,

We would kindly like to ask you to check your emails where we offered you a refund due to the inconvenience.

Please be informed that your account has now been permanently closed.

We are awaiting your reply.

Spinanga Casino Team

Hello

Thank you for your email i replied

MK

Dear markar99,

We are happy to inform you that your payment has been successfully complete.

We wish you all the best.

Spinanga Casino Team

I would like to thank markar99 for confirmation of receiving the refund.

Dear Spinanga Casino, can you please confirm the player has been successfully and permanently self-escluded, without the option of reopening the account ore registering a new one using their personal details? Can you also confirm that the player will no longer receive any marketing communication via e-mail and/or SMS? Thank you.

Dear Matej,

We can confirm that we blocked the player by the credentials and email address.

Spinanga Casino Team

Dear markar99,

As mentioned above, your account has been permanently self-excluded and from the e-mail you have sent me we know the refund has been received. I would like to thank Spinanga Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead.

Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru