Hello,

I am opening this complaint because I am concerned about the behavior of this casino, which you rate with a high security index. They reopened my account, even though it had previously been closed due to gambling addiction.

What’s more troubling is that the account was reopened shortly after I sent an email saying I was no longer a gambling addict.

But isn’t it true that a casino with such a high safety rating should never reopen an account that was closed for addiction, regardless of what the player claims later?

I would really appreciate your opinion on this case.

Thank you for your time.

Dear rok1rok,

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 yet again informed the casino about your gambling addiction in order for your account to be blocked?
• Could you please share your self-exclusion and reopen requests with me, along with any relevant communication between you and the casino? Please share the information to my email at [email protected]
• Could you please advise when the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

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

Hello Tomas,

my account is still accessible to me at the moment and no, I did not write to them yet again about closure. My last deposits were yesterday 11.6.

I will send you my communication with them on your email and no, I haven’t contacted the casino about a refund yet, as I am reaching out to you first for guidance and support.

Thank you.

Best regards Rok

Thanks for the provided evidence.

I would encourage you to request a new self-exclusion from the casino and to request a refund due to failed player protection.

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 the casino's support (you can include me in the copy at [email protected]) and keep me informed about any further developments.

Looking forward to your reply.

Thank you, email was sent and i recieved first automatic/generic response, like they did not read my mail. And by the way, my accound is still active - I can still log in which i think is unacceptable.

Will keep you updated, but I don't think reply from real person is not coming.

Thank you for your help.

Hello Tomas, I would like to inform you that there was still no real answer, just that they will take a look into it. However, it has now been 5 days without any further response, and during this time, my account has remained active. Aa direct result, I have suffered additional losses exceeding €600. While I acknowledge my personal responsibility, it is clear that these losses would have been entirely preventable had Spinanga acted according to responsible gambling practices and honored my original request.

Given the seriousness of this issue and the ongoing risk of further harm, I kindly ask for this matter to be treated as urgent. I request the immediate and permanent closure of my account, and a refund of the losses incurred after my original closure request, as they occurred due to what I believe is negligence on your part in handling a self-exclusion request.

I trust that Spinanga, as a licensed operator, will take the appropriate steps to resolve this matter swiftly and in accordance with industry regulations. I know Casino Guru has handled similar situations before and has extensive experience dealing with responsible gambling issues. Your involvement would mean a lot to me.

Thank you again.

Thank you very much, rok1rok, for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear rok1rok,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Dear all,

We are sorry for the inconvenience.

Kindly note the player's account was closed. We forwarded details of the case to the relevant team.

We appreciate your understanding.

King regards,

Spinanga Team

Dear Spinanga Casino Team,

I have not received any information regarding the case, neither via message nor email. Could you please forward all relevant details to my email address: [email protected]?

Thank you in advance.