Hello, several weeks ago I requested to be excluded from playing multiple times. My requests were ignored via email and I was constantly put off in the live chat. Since then, I have incurred further losses. The casino advertises responsible gaming and self-exclusion within 24 hours, but they are not adhering to it.

Hallo, ich habe vor Wochen mehrmals um spielausschluss gebeten. Welcher per Mail ignoriert wurde und per livchat immer vertr?stet wurde. Seitdem sind weitere Verluste entstanden. Das Casino wirbt mit responsible Gaming und selbstausschluss innerhalb von 24 Halt sich aber nicht daran.

Dear NiHa,

Thank you very much for submitting your complaint. I'm really sorry to hear about the issues you've faced with the casino and your requests for self-exclusion being ignored.

To help us understand the situation better, could you kindly provide more details on the following:

• When did you first request self-exclusion from the casino?
• Can you share any communication from the casino, such as emails or chat transcripts, where you asked for self-exclusion?
• Have you tried contacting the casino again since the initial requests, and if so, what response did you receive?
• What is the current status of your account? Are you still able to access it and play?

Your cooperation in providing this information is crucial so that we can accurately investigate and mediate on your behalf. Please feel free to forward any relevant communication directly to my email at [email protected].

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

hello, I forwarded some emails to you. The first request was on December 24th and a few more followed in January. Apart from confirmations of receipt, nothing happened except for an increased amount of spam with bonuses. Even requests via the chat with reference to the emails were ignored

halo, ich habe einige mails an sie weitergeleitet. Erste bitte war am 24.12 einige mehr folgten im januar. Ausser Empfangsbest?tigungen passierte nichts ausser erh?htes Spamaufkommen mit boni. Auch anfragen über drn chat mit verweis auf die mails wurde ignoriert

Dear NiHa,

When submitting a self-exclusion request, it's important to clearly state your reason for wanting the account deactivated and specify the time period for the self-exclusion. You should also make sure the subject line of your email is clearly marked so it stands out to the casino’s support team, as they receive many requests daily.

Here is an example of what your self-exclusion email should look like:

Email Subject: Self-exclusion

Player's Info:

First Name:

Last Name:

Date of Birth:

Casino Login:

Email Address:

Email Body:

"Greetings Spinanga Casino,

I’m writing to inform you that I wish to immediately exclude myself from this casino and from receiving any gambling-related marketing materials for a minimum period of [xxx months/years or lifetime]. The reason for my decision is [insert clear reason, e.g., concerns with gambling habits, financial reasons, etc.].

I acknowledge that I will not be able to rescind this self-exclusion during the agreed period, and I understand that the self-exclusion cannot be lifted before the end of the period specified."

Please send the email to [email protected] and keep me informed of any updates. You can also copy me at [email protected].

If there's an alternative contact method, such as live chat or WhatsApp, please also try those and keep screenshots of all relevant communications.

Important Note:

The reasons you provided to the casino for closing your account—"Please close account and delete data" and "The reason that matters is my wish to close Account"—were not specific enough, and since you didn’t mention any issues such as a gambling problem, we’re unable to assist with negotiating a refund for any deposits or issues related to your account closure.

I strongly recommend updating your request with a clear reason and including the necessary details, as this will help the casino process your self-exclusion properly.

Let me know if you need further assistance.

Hello and thank you very much, that is complete nonsense. I have given the reasons several times. Both by email and by chat. To this day, despite repeating my request, I still receive further offers with bonuses if I am dissatisfied. As well as continued harassment via SMS

Hallo und vielen Dank, das ist v?lliger Quatsch. Da ich mehrfach die Gründe genannt habe. Sowohl per Mail als auch per Chat. Bis heute bekomme ich trotz erneuter Bekundung meines Wunsches weitere Angebot mit-Bonus wenn ich unzufrieden sei. Sowie weiterhin Bel?stigungen per SMS

Hi NiHa,

Thank you for your patience. I understand that you've already provided reasons for your self-exclusion request multiple times, and it’s understandably frustrating that your requests have not been acted upon.

I want to clarify that giving a proper, clear reason for self-exclusion will not only help speed up the process but will also ensure that the casino follows through with closing your account permanently. If your previous requests weren’t processed correctly, it's possible the reason wasn't clear enough, which can sometimes lead to delays or incomplete action.

I recommend re-sending your self-exclusion request using the updated reason and detailed information. Once you’ve done so, I can follow up and make sure that the casino complies with your wishes.

Let me know if you need any further support in moving forward.

I sent it again yesterday. I would like to receive compensation for this behavior.

Habe es gestern erneut gesendet. Ich h?tte gerne einen Schadenersatz für dieses Verhalten.

Just for your information, there is a method to this! After asking again whether I was sure and answering the question, the account is still open...

Nur kurz zur Info das ganze hat Methode! Nach erneuter Rückfrage ob ich sicher w?re und deren Beantwortung ist das Konto noch immer offen….

Hi NiHa,

Thank you for your response.

I understand your frustration, but as I mentioned before, we can only proceed if we have a proper self-exclusion request that meets the necessary criteria. To this day, I have not received a forwarded copy of your request, nor have I been CC’d in any recent communication with the casino.

This is a final request—please forward your latest self-exclusion requests to me or CC me in the email to the casino. Without this, we won’t be able to proceed with your case.

Looking forward to your response.

Hello, I have just forwarded you both emails from last week. The one based on your template and the reply to it. The account is still not closed although everything has been done according to the requirements. I am now demanding compensation. This behavior is highly criminal....

Hallo habe ihnen gerade beide Mails von letzter Woche weitergeleitet. Zum einen die nach ihrer Vorlage und die Antwort darauf. Konto ist immernoch nicht geschlossen obwohl alles nach Vorgaben erfüllt ist. Ich fordere jetzt auch Schadensersatz. Denn das Verhalten ist h?chst kriminell….

Hi NiHa,

24.12.2024: Player requests to close the account and delete data with the message: "Please close account and delete data. Thank you."

25.01.2025: Player responds to the casino asking for a reason for the self-exclusion (SE), stating: "The reason that matters is my wish to close account. So please do that immediately!"

03.02.2025: VIP manager contacts the player, asking for the reason and offering €100.

03.02.2025: Player replies, stating that they want to close the account because they "played too much" and refuses the €100 offer.

04.02.2025: Another email from the casino offering €100 cashback.

07.02.2025: First mention of gambling problem (GP).

08.02.2025: Casino contacts the player asking to confirm if they still want to close the account.

• Could you please confirm if these events are accurate?
• Also, could you let me know when your most recent deposits were made to the casino?

Thank you for your patience as we work through this together.

Thank you in advance for your reply and cooperation.

Hello, that's correct except for the point "GP" which was already visible in the first and on February 3rd. Last payment must have been February 2nd.

account is now blocked but I still receive SMS with advertising

Hallo das passt bis auf den Punkt ?GP" war ja in der ersten und am 3.2 bereits zu erkennen. letzte Einzahlung müsste 2.2 gewesen sein.

konto ist mittlerweile gesperrt aber es kommen noch sms mit Werbung

Dear NiHa,

Thank you for confirming the details. I’ve noted that the first mention of your gambling problem (GP) was on February 3rd, and the last deposit was made on February 2nd. Given this, it seems there is no space for negotiating a refund.

I'm happy to hear that your account is now blocked, but I understand that you are still receiving promotional SMS. We will contact the casino to request that they stop sending you these promotional messages.

Thank you for providing all the necessary information. I will now transfer your case to my colleague, Matej ([email protected]), who will assist you further. We hope your issue is resolved to your satisfaction soon.

Hello NiHa, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Spinanga Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with sending advertisement and promotional materials to a player who has been self-excluded, and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. In case of sensitive information, it can be sent directly to my e-mail at [email protected]. 

Thank you for your patience and cooperation in advance.

Currently not, I have reported the SMS as spam, if something comes again I will pass it on

Aktuell nicht habe die SMS als Spam gemeldet falls wieder etwas kommt reiche ich es ggf. Weiter

As far as the issue of compensation is concerned, the statement is ridiculous since I explicitly asked for exclusion back in December and received no response either by email or chat.

Well, it doesn't say anywhere in what form something has to be submitted.

Was das Thema Schadensersatz angeht ist die Aussage l?cherlich da ich bereits im Dezember ausdrücklich um Ausschluss gebeten habe und weder per Mail noch per Chat eine Antwort kam.

naja ch dazu steht nirgendwo in welcher Form etwas eingereicht werden muss.

Hi NiHa. While the account closure in itself is not a problem, the reason for it is extremely important.

You see, when asking for an account closure and stating the reason being you don't want to play in the casino anymore, you have an option of not to log back in and simply stop playing. It's the same as if you had a bad experience in a restaurant and stopped going there for your meals. Also, it is a common practice amongst players after incurring a heftier loss, to say in the heat of the moment they want the casino to close their account, then ask for it to be re-opened few days later and they play as usual. Some players even use this as an opportunity to get some kind of a cashback or a bonus play from the casino. In all of these cases, it is assumed that the plyer is fully capable of making decisions for themselves, and they play only because they want to and can stop at any time. Nothing forces them to spend more money in the casino, so anything that is deposited between the request of account closure and the actual closure, is not enforceable.

Now if the player asks for an account closure and clearly states they have a gambling problem - this is completely different story. Gambling addicts are not in control of their own compulsive behaviour, and can spend all their money in the casino and ruin their lives. That is why such cases neds to be taken care of with utmost importance and care. In such cases account should be closed ASAP (or at least the options for depositing and playing games should be disabled) so the player is safe. If the casino igores such urgent request and allows the player to keep depositing and losing money even longer - before finally closing the account - in such cases we believe the player is entitled for their deposits to be returned (minus any winnings withdrawn in the meantime) if those deposits happened between the self-exclusion request and an actual account closure.

Hope this helps to explain the situation a bit better. :)

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for your patience!

We are looking into the matter, and will provide updates as soon as we can.

Best regards,

Spinanga team

Dear Spinanga team, thank you for stepping in. Please, let us know of your findings as soon as possible. In case of sensitive information, please do not hesitate to send them to me directly via e-mail at [email protected].

Dear NiHa,

First of all, we sincerely apologies for your experience. We had no intention to keep you waiting.  

We would like to inform that as you had mentioned about the gambling problem (specifically) first time only on 7th February and later on 15th February your account was closed. However, we can see there was no deposits made within these time frame. And yes we would also like to inform you that you would not receive any further promotion emails from us.

Once again, we apologies for the delay. However, as there was no deposits made within the time frame. We would not like to negotiate any kind of refund or compensation in this case.

Our team wishes you all the best for your future activities!

Best regards,

Spinanga team.

I would like to thank the Spinanga team for looking into this matter and confirming the permanent account closure and to stop sending the player advertising materials.

Although with some delay, the issue has been addressed. And as there is no amount for refund (as per reasons mentioned by the casino in the statement above) to be negotiated, this complaint will now be 'rejected'.

Dear NiHa, thank you for your understanding, and I am sorry I could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this - or any other casino - in the future.