Spinanga Casino - Запросы игроков о самоисключении не были рассмотрены.

Email sent on APRIL 16 / 2025 to seek damages:

Allegations:

I submitted multiple formal requests, starting February 8, 2025, to Spinanga Casino to permanently close my account due to problem gambling. Despite acknowledging my requests, the casino failed to take timely and effective action. My account remained active, and I continued to receive promotional messages, including a VIP offer and a $2,500 reactivation bonus. These actions were highly inappropriate, especially given my repeated pleas for help and self-exclusion.

Because Spinanga Casino failed to respect my wishes and enforce responsible gambling protocols, I continued to gamble and lost several thousand dollars that could have been avoided if my account had been promptly closed.

Key Issues:

My repeated self-exclusion requests were ignored or inadequately addressed

I remained able to deposit and gamble after formally requesting account closure

I suffered emotional distress and financial harm due to negligent practices

Spinanga violated responsible gambling standards, consumer protections, and its own terms and conditions

history of events:

Summary:

- February 8, 2025: I submitted a self-exclusion request via email (Ticket No. 24023533), asking that my account be permanently closed due to problem gambling.

- February 12, 2025: I followed up with a second email, again requesting account closure (Ticket No. 24194144). I received a reply from Elina (Spinanga) at 08:09 GMT+2stating:

 "We would like to inform you that, in conformity with our Terms and Conditions, any balance in your game account will be voided during the process. Please, confirm your decision and acknowledgment by replying to this email."

I replied immediately: "Yes please close my account."

-February 14, 2025: I contacted your live chat support as my account was still active. Deposits and bonuses were still being promoted. I have a transcript of this conversation. Apologies were made, but no action was taken.

-February 12, 2025: Shockingly, I was also invited to become a VIP member, despite my clearly communicated gambling issues.

- February 19, 2025: I received an unsolicited reactivation offer from Ryan S. (Spinanga) at 17:04 GMT+2 offering me a "VIP Reactivation Bonus" of up to $2,500—a highly inappropriate and alarming solicitation given my repeated pleas for help.

- February 22, 2025: I sent yet another, more urgent email requesting closure of the account. This was received under Ticket No. 24735867. No reply or further action has been taken since.

Dear Janemcl0108,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please forward me the self-exclusion requests that you sent to the casino? My email address is [email protected]. Also, do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Kristina, I forwarded you my emails that I sent Spinanga. I no longer have access to the casino thank goodness. It finally closed only a couple weeks after the initial request and persistence. Let me know if you require anything else.

Thank you for your reply, Janemcl0108. Could you please clarify when exactly your account was closed? Also, can you please clarify the dispute value (Can$10,000)?

Please note that we are only able to assist with deposit refunds. Can you please clarify how much money you deposited after informing the casino about your gambling problem, and when exactly you made these deposits? Please forward the deposit receipts to me. Thank you.

Hi Kristina,

They don’t give receipts via email that are easy to link to Spinanga so I’ve asked them

for my account history since my screenshots are not easy to match together. I was declined via the chat. I just emailed them for this information.

support ticket 29127658

I’ll update as soon as I hear back. They normally don’t write back via email so I’m worried about that.

let me know your thoughts.

Can you at least clarify when exactly you made the last deposit and the amount? This information is essential for us to move forward with this case.

100% $440 on Feb 13/25 (I have screenshots). But I believe all the way until the 21st. I should have a formal statement soon showing everything from Feb 8 onward. I’ll get this to you asap.

fyi Spinanga will not provide me with even these details. Perhaps they will give them to you!

Can you get any information or representative from Spinanga to help? I’ve written them over 12 x and not once did they get back to me. I’m always told in the chat that they will

respond by email, but they don’t. I even contacted Gigadat to ask for a transactional history and they won’t provide it.

Could you please forward the most recent communication between you and the casino to [email protected]?

Hi Kristina,

I forwarded the last email I sent to Spinanga to you!

I also had done a chat as well and requested a transcript but Spinanga didn’t send it.

Jane

Please note that we require all players to provide the deposit receipts to accurately set the dispute value.

Well That’s tricky since they don’t give receipts Kristina, like other casinos do! If they did I would have email records. I have screenshots of some Spinanga account deposits but not all because I didn’t expect this to happen like it has. 🙁 I feel very disadvantaged here! And they are blocking me from accessing the transaction history which is pretty awful and unfair here. They won’t even respond.

Perhaps you could forward me the bank statement or deposit receipts from the account you used to deposit.

Dear Janemcl0108,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru