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Spinsy Casino – Wear-down tactics, failure to self-exclude (losses of €4,000), inoperative support, and request for immediate SELF-EXCLUSION

Claim details:

Dear Casino Guru team,

I am opening this complaint against Spinsy Casino to formally denounce their abusive practices, the total lack of scruples of their platform and demand my immediate SELF-EXCLUSION.

The facts that demonstrate the seriousness of his negligence are:

Failure to provide prior warnings and aggravated losses: I clearly notified the casino about my gambling problem when my losses amounted to €2,000. By failing to close my account or implement responsible gambling protocols, they allowed me to continue depositing compulsively. Due to their complete negligence, my total losses now exceed €4,000.

Fund Withholding and Recent Wear-Down Tactics: I recently attempted to withdraw a legitimate balance of €245. They deliberately delayed the withdrawal to test my patience. Due to the frustration and psychological pressure of this blockage, I ended up gambling and losing the balance.

Ineffective and unresponsive support: Both regular and VIP support are completely useless. Responses come from automated bots or agents who ignore the problem, repeating the same script without offering any real solutions.

Spinsy Casino operates with no protection for users with gambling problems. I do not recommend anyone gamble on this site.

I demand that the casino process my permanent self-exclusion immediately. If, after this complaint, they allow even one more deposit, I will take strict legal action. I request Casino Guru's intervention to force the permanent closure of this account.

REQUEST:

Immediate closure of my account and self-exclusion. And please stop sending advertising to my email and mobile phone. The closure and self-blocking must be done as soon as possible given my known gambling addiction. I have sent thousands of emails, but I am including the last two to help with the closure and to stop the spam being sent to my contact information, as I have requested. If necessary, I also have a large number of unanswered emails.

Spinsy Casino – Tácticas de desgaste, omisión de autoexclusión (pérdidas de 4.000€), soporte inoperante y solicitud de AUTOEXCLUSIÓN inmediata

Detalles de la reclamación:

Estimado equipo de Casino Guru,

Abro esta reclamación contra Spinsy Casino para denunciar formalmente sus prácticas abusivas, la total falta de escrúpulos de su plataforma y exigir mi AUTOEXCLUSIÓN inmediata.

Los hechos que demuestran la gravedad de su negligencia son:

Omisión de avisos previos y pérdidas agravadas: En su momento, avisé claramente al casino sobre mis problemas de juego cuando mis pérdidas eran de 2.000 euros. Al no cerrar mi cuenta ni aplicar los protocolos de juego responsable, permitieron que siguiera depositando de forma compulsiva. Por su absoluta negligencia, mis pérdidas totales ascienden ya a más de 4.000 euros.

Retención de fondos y tácticas de desgaste recientes: Recientemente intenté retirar un saldo legítimo de 245 euros. Aplicaron retrasos deliberados para agotar mi paciencia. Debido a la frustración e inducción psicológica de este bloqueo, terminé apostando y perdiendo ese saldo.

Soporte inoperante y desatendido: Tanto el soporte normal como el soporte VIP son completamente inútiles. Las respuestas provienen de bots automatizados o de agentes que se desentienden del problema, repitiendo el mismo guion sin dar ninguna solución real.

Spinsy Casino opera desprotegiendo por completo a los usuarios con problemas de juego. No recomiendo a nadie apostar en este sitio.

Exijo que el casino procese mi AUTOEXCLUSIÓN permanente de forma inmediata. Si tras esta queja permiten un solo depósito más, emprenderé medidas legales estrictas. Solicito la intervención de Casino Guru para forzar el cierre definitivo de esta cuenta.

PETICION:

Cierre inmediato de mi cuenta y AUTOexclusion. Y que no se me envie más publicidad a mi correo eléctronico ni a mi móvil. EL cierre y autobloqueo debe ser lo antes posible dado mis problemas manifestados de adicción al juego. He mandado miles de correos pero voy a aportar los 2 últimos para que me ayuden al cierre y que no se me envie más spam a mis medios de contacto como he solicitado. Pero si es necesario tengo una ristra de correos enviados sin respuesta de gran volumen.

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 this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@spinsy.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila

Hello Attila,

The email address I used was the one I provided in the first post "privately" and I wrote the emails for self-blocking from that email address.

You can see the two attached photos I sent to support and VIP support as instructed. They always reply asking if I want a break, but I want the service to be closed and automatically blocked, and I don't want to receive any more spam or advertising on my phone. I've told them this, but I haven't received any further response.

At no point was KYC verification requested, and I don't believe it's necessary for closing and automatically blocking my account. In fact, they never had any problems accepting €4,000 in losses and deposits. However, when I tried to withdraw €245 (only €45 of which was "casino" money), I encountered nothing but obstacles and withdrawal cancellations, with deceptive claims that my bank was blocking my withdrawal (which was a lie), and a complete lack of support.

Buenas Attila,

la dirección de correo eléctronico que utilicé fue la que aporte en el primer post "en privado" y he escrito los correos para el autobloqueo desde dicho correo electronico.

Puedes ver las 2 fotos adjuntas que envie al soporte y al soporte vip como me indicaron. Siempre me responden si deseo un periodo de descanso pero yo quiero el cierre y autobloqueo y no recibir más correos spam ni publicidad en mi movil y se lo transmito y ya no obtengo ninguna respuesta.

En ningún momento me solicitaron verificacación KYC y tampoco creo que sea necesaria para el cierre y autobloqueo de mi cuenta. De hecho para aceptar 4k en perdidas e ingresos nunca tuvieron problemas. pero a la hora de intentar sacar 245 euros (solo 45 era dinero del "casino") todo pegas y cancelaciones de retirada de mis fondos con engaños alegando que mi banco era el que bloqueaba mi retirada de fondos (cuando era mentira) y falta de ayuda por parte del soporte.

Thank you very much for your reply. Could you please advise how much have you deposited in total since submitting your self-exclusion request?

Additionally, could you please forward your original self-exclusion request to my email, along with the receipts for your deposits?

You can reach me at attila.g@casino.guru.

Thank you for your cooperation.

Hello Attila,

I sent an email to your account with the required information and screenshots of the bank transactions from my account on the Spinsy Casino website.

I wanted to let you know that my account is still open. VIP support contacted me saying I had to confirm from the email address I used to open my account (which seems absurd because it's the same email I always use to contact them, so it doesn't make sense). I reiterated that I want my account closed/self-excluded and that I don't want to receive any more spam via email or SMS (which I'm still receiving through both channels). I've been waiting for a few days without a response. And, of course, they haven't closed my account and they're still sending me this spam.

Hola Attila,

te envié un correo electrónico a tu cuenta con la información requerida y capturas de los movimientos bancarios de la propia web de Spinsy Casino de mi cuenta.

Informarte que a dia de hoy mi cuenta continua abierta. me escribio el sporte VIP diciendo que tenia que confirmar desde el correo que abri mi cuenta (me parece absurdo porque es el correo desde el que les escribo siempre, con lo cual no tiene sentido) volvi a reiterarles que deseo cierre / autoexclusion y que no llegue mas spam via mail ni sms (el cual sigo recibiendo a dia de hoy por ambos medios) y llevo esperando unos dias sin respuesta. y como es obvio no cerraron mi cuenta y siguen enviandome dicho spam.

Hi, I finally managed to get the account closed. I don't know if I got the automatic block, I don't think so, but at least it seems they closed it. I also don't know if they'll continue sending spam to my email and mobile phone via SMS. But at least I got it "closed." Never again with Spinsy Casino. And I don't recommend anyone use it if they don't want to get into serious trouble if they have a gambling problem and not even be able to withdraw any winnings. A pure casino scam. You've been warned. Thanks, Atilla, for the help.

Buenas, finalmente he conseguido que cierren la cuenta. No sé si he obtenido el autobloqueo, creo que no. pero al menos sí parece que la cerraron. Tampoco sé si me seguiran mandando spam a mi correo y mi movil por sms. Pero al menos he conseguido que la "cierren". Nunca más por mi parte con Spinsy Casino. y no recomiendo a nadie que lo utilice si no quiere verse en serios problemas si tiene problemas con el juego y además no cobrar ni una ganancia. Estafa de Casino en estado puro. Avisados estais. Gracias Atilla por la ayuda.

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

Dear perfecto24,

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,

Attila