The player from Greece reported depositing over €21,000 without receiving any fair gaming experience or withdrawals. Despite having requested account closure multiple times to protect herself, her requests went unanswered and resulted in further financial damage. The Complaints Team reviewed her case but concluded that no valid requests for player protection had been made, and thus, the complaint was closed as unjustified. The player was advised to seek self-exclusion due to potential gambling addiction and to explore responsible gambling resources.
Spinanga Casino - Player’s account remains open despite closure requests.
Amount: €21,000
Spinanga Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.2
Spinanga Casino has a Safety Index of 8.2, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 days ago
Public
Public
2 weeks ago
WARNING to all players: Stay away from Spinanga.com. This platform is abusive, dishonest, and potentially fraudulent.
Between April 14th and June 17th, 2025, I deposited over €21,000 on Spinanga.com. Despite this large amount, I received no fair gaming experience and not a withdrawal.
I strongly suspect manipulation of outcomes and the absence of any real RTP (Return to Player) in my case.
I demand at least the maximum cashback
also:
I sent three separate emails asking them to close my account to protect myself from further harm. They ignored my requests and left the account open, while I continued to deposit more funds — falling deeper into financial and emotional damage. I demand a full refund of all deposits made after my first request to close the account, as their negligence enabled further losses.
I also submitted a formal complaint by email on June 14th. The only reply I received was a generic message saying it would be forwarded. I even made a final €500 deposit after that in hopes of fairness — still no response, no improvement, no accountability.
I have now sent 8 emails. Not one has been answered.
I accuse Spinanga.com of:
- Unethical and manipulative behavior
- Biased and rigged gameplay
- Ignoring responsible gambling requests (account closure)
- Violating consumer protection principles
This is not a gaming site — it is a financial trap. They exploit human weakness and use silence as a strategy to drain players without accountability.
I urge Casino Guru to investigate and warn others. And I warn every player: do NOT trust Spinanga.com under any circumstance. You are not gambling — you are being targeted.
Public
Complaint Specialist
Public
2 weeks ago
Dear markar99,
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?
- Have you contacted live chat after you learned your efforts to protect yourself haven't been granted?
- Could you please share your requests sent to the casino in an effort to protect yourself? Please share the information with my email at [email protected]
- Could you please advise when was the last time the casino allowed you to deposit?
- Have you unsubscribed from the casino's marketing communication?
If you believe you need help to avoid further harm, I would recommend you request a self-exclusion from the casino due to gambling problems
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."
Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.
In the meantime, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/responsible-gambling-guide
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
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com 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.
Public
Public
2 weeks ago
Translation
Good morning, no my account has not been closed. In the past it was closed as I had sent to be excluded when I lost most of the money. However, I asked again a few days ago to open it for me as it was done. With the same results there is no fair Rtp. Basically there is no Rtp at all. I play on many platforms I have never complained I understand my responsibility. But this particular casino is unhesitating it is theft. I ask for part of the money I have deposited in total
I will send you my emails to the email you wrote me. I have not yet made a request to close it again so that I have access to the history. You asked me about the live chat. It does not work. Not even the coins redemption option works but this is a secondary issue for me. An arrangement is underway to return part of my deposits, I have been destroyed.
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
I apologize for not replying sooner.
I checked the correspondence you provided.
From the communication you included, my observation was that the casino closed your account on May 1st, and you requested a reopening of the account on May 29th. You stated you don't suffer from gambling addiction.
From my observations, you haven't disclosed having informed the casino about suffering from gambling addiction earlier.
Please let me know if I overlooked information; otherwise, we won't be able to confront the casino.
If your account is not closed, I would recommend you proceed with requesting self-exclusion due to gambling addiction, as indicated in my previous post.
Looking forward to your reply.
Public
Public
1 week ago
Translation
The argument used by the company is obviously weak. Everyone knows that this is the usual behavior of every addict for this reason and all casinos as well as all legal platforms exclude a player when he requests self-exclusion for a specific period of time chosen by the player and they do not open him if he simply sends an email. Besides, the great proof of addiction is the over 21,000€ deposits in a very short period of time.
Also, beyond the claim of addiction, which is ridiculous to refute with the argument of an email, the other big issue is that anyone who monitors the returns and returns on my account based on deposits will find that not only is there no fair play, not only was there no elemental RTp, here we are talking about targeted player theft that Spinanga exploited to milk as much money as it had. In fact, based on my experience on dozens of platforms, I considered it so unthinkable that there would be no returns that for this reason I continued to deposit, expecting that at some point I would have an elemental return on my losses.
This is the definition of fraud. I've played on dozens of platforms and this is the first time I've complained and there's been no legitimate response.
As in my original message, now what I demand is the maximum possible cashback without any requirements so that it can be withdrawn immediately and all the amounts of the deposits that were made since I sent 3 more emails to close the account and they did not do it. Tomas, I have sent you the emails, if you want me to send them again, please let me know.
Automatic translation:
Public
Public
1 week ago
Translation
I would also like to note that I learned about the Spinanga platform from you, who had it as their number 1 recommendation.
Automatic translation:
Public
Public
1 week ago
Translation
I still have no response from you or from Spinanga. Today I deposited €200 and they lost it exactly the same way. In 5 minutes with a €1 bet without any return. To a player who has deposited over €23,000. I don't know at what level you intervened that you had it as number 1 recommended. I just sent them an email saying that if they haven't responded to my complaint by tomorrow, a lawyer will take over and I won't send them another email.
Automatic translation:
Public
Complaint Specialist
Public
5 days ago
Dear markar99,
We expect you to inform the casino of your gambling problems if you believe yourself to be in a vulnerable state.
Asking for cashback is a strategy of those who want a cashback bonus, not necessarily players who are addicted to gambling. Online casinos might not conclude that you have a gambling problem if you condition your request for account closure by requesting a bonus. If you insist on asking for a cashback bonus instead of informing the casino of your gambling problem, we might not assist you further, as we don't intervene in cases where players ask for a bonus.
I went over the evidence again, and besides accusations made against the casino, I couldn't find any requests made with the objective of seeking player protection.
Sadly, from our point of view, we don't see any valid reason to pursue the complaint in the direction you indicated. Consequently, the complaint cannot continue, and it will be closed as unjustified. I recommend you follow our initial advice and request a self-exclusion due to gambling addiction, using a template request as indicated earlier.
Also, be sure to explore options to limit your exposure to online gambling and look for professional help. All the information related to responsible gambling that we believe can be useful to you can be found here: https://kazinoguru-gr.com/odigos-ypefthinou-stoiximatismou
https://kazinoguru-gr.com/ipeuthinos-stoiximatismos
https://kazinoguru-gr.com/kentra-voitheias-gia-ton-ethismo-ston-tzogo
Please note we didn't ask the casino to respond since at this point we didn't find that necessary at the stage of gathering evidence. The casino might choose to respond on its own, but in this case, that didn't happen. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
