Spinfin Casino - Запрос игрока на закрытие аккаунта был отложен.

would like to file a complaint against Spinfin Casino.

On 15 June 2026, I contacted the casino and requested the immediate closure of my account. Despite my clear request, my account remained active until 17 June 2026, allowing me to continue gambling and suffer additional losses.

The casino has admitted in writing that my account was not closed immediately because their support team was handling a high volume of requests. They apologized for the delay but refused to refund my losses, referring only to their Terms & Conditions.

My complaint is not about normal gambling losses. It is about the casino's failure to process my account closure request promptly. Once I requested my account to be closed, I should no longer have been able to gamble.

I believe the casino failed in its duty to process my request within a reasonable time. Internal workload or delays should not justify leaving a customer's account open after a clear request for closure.

I kindly ask Casino Guru to investigate this matter and assist me in obtaining a refund of all losses incurred between 15 June 2026, when I requested account closure, and 17 June 2026, when the casino finally closed my account.

Evidence attached:

Email requesting account closure (15 June 2026).

Casino response confirming the account was closed on 17 June 2026.

Casino email admitting the delay was due to the high volume of support requests.

Account history showing gambling activity after my closure request.

Thank you for your assistance.

Kind regards,

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Dear Xhindi;

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at [email protected]

Thank you in advance for your cooperation.

Best regards,

Tomas

Hello Tomas,

Thank you very much for your message and the explanation of the difference between closing an account and self-exclusion.

Enclosed please find the email correspondence with Spinfin.

On June 15, 2026, I explicitly requested the permanent closure of my account. Nevertheless, my account remained active until June 17, 2026, allowing me to continue gambling and incur further losses.

The casino later confirmed in writing that due to a high volume of requests, my inquiry was not processed until June 17, 2026. In my opinion, my account closure should have been implemented immediately.

Thank you for your support.

Best regards

Xhindi

Hallo Tomas,

vielen Dank für Ihre Nachricht und die Erläuterung zum Unterschied zwischen einer Kontoschließung und einem Selbstausschluss.

Anbei übersende ich Ihnen die E-Mail-Korrespondenz mit Spinfin.

Am 15.06.2026 habe ich ausdrücklich die endgültige Schließung meines Kontos beantragt. Dennoch blieb mein Konto bis zum 17.06.2026 aktiv, sodass ich weiterhin spielen und weitere Verluste erleiden konnte.

Das Casino hat mir später schriftlich bestätigt, dass meine Anfrage aufgrund eines hohen Anfrageaufkommens erst am 17.06.2026 bearbeitet wurde. Meiner Ansicht nach hätte meine endgültige Kontoschließung unverzüglich umgesetzt werden müssen.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Xhindi

Thanks for your reply and the information provided via email.

Please note we can only ask the casino for a refund of money that was used on gambling if we can conclude the casino should have protected you. Without any disclosure of gambling issues to the casino, we can't conclude the casino was supposed to act to protect you in this situation.

Since the casino has already closed your account, there is little else we can accomplish.

Please let me know if there is anything else we should consider regarding your complaint.

Hello Tomas,

Thank you for your reply.

I would like to clarify one important point.

On June 15, 2026, I repeatedly requested that my account be closed immediately, definitively and permanently (ticket 144665 and ticket 145334).

At that point, I was completely at my wit's end. I had already lost a considerable amount of money and was emotionally distraught. That's precisely why I explicitly demanded the immediate and permanent closure of my account.

Nevertheless, my account remained open until June 17, 2026, as Spinfin themselves confirmed. During this time, I was able to continue playing and lost another approximately €3,500.

I was deeply disappointed and under considerable psychological strain because my account was not closed in time despite my repeated requests. In my opinion, these further losses would not have occurred had Spinfin processed my requests immediately.

I have submitted all the necessary evidence, including emails, ticket confirmations, bank statements and other documents that prove the timeline.

I therefore ask you to take this fact into account when evaluating my complaint.

Best regards

Amarildo ****

Hallo Tomas,

vielen Dank für Ihre Antwort.

Ich möchte einen wichtigen Punkt klarstellen.

Am 15.06.2026 habe ich mein Konto mehrfach aufgefordert, sofort, endgültig und dauerhaft zu schließen (Ticket 144665 und Ticket 145334).

Zu diesem Zeitpunkt war ich mit meinen Nerven völlig am Ende. Ich hatte bereits einen erheblichen Geldbetrag verloren und war emotional vollkommen verzweifelt. Genau deshalb habe ich ausdrücklich die sofortige und endgültige Schließung meines Kontos verlangt.

Trotzdem blieb mein Konto bis zum 17.06.2026 geöffnet, wie Spinfin selbst bestätigt hat. In dieser Zeit konnte ich weiter spielen und verlor weitere ca. 3.500 €.

Ich war zutiefst enttäuscht und psychisch stark belastet, weil mein Konto trotz meiner wiederholten Aufforderungen nicht rechtzeitig geschlossen wurde. Hätte Spinfin meine Anfragen unverzüglich bearbeitet, wären diese weiteren Verluste nach meiner Darstellung nicht entstanden.

Ich habe alle Nachweise eingereicht, darunter E-Mails, Ticketbestätigungen, Kontoauszüge und weitere Unterlagen, die den zeitlichen Ablauf belegen.

Ich bitte Sie daher, diesen Sachverhalt bei der Bewertung meiner Beschwerde zu berücksichtigen.

Mit freundlichen Grüßen

Amarildo ****

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

Dear Xhindi,

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,

Tomas