Since March 18, 2024 I asked to close my account because I lost a lot of money and I have a gambling addiction problem. Without me asking, the casino reopened my account, resulting in me losing even more money. Total 60 euros to date.

It violated the terms of responsible gaming and I want my account permanently closed and to be compensated.

The account is open 24 hours later.

Απο τι? 18 Mαρτιου 2024 ζητησα να κλεισει ο λογαριασμο? μου γιατι εχανα πολα χρηματα και εχω προβλημα εθισμου στον τζογο. Χωρι? να το ζητησω το καζινο ξαναανοιξε τον λογαριασμο μουμε αποτελεσμα να χασω και περισσοτερα χρηματα. Συνολο 60 ευρω μεχρι σημερα. 

Παραβηκε του? ορου? για το υπευθυνο παιχνιδι και θελω να κλεισει οριστικα ο λογαριασμο? μου και να αποζημιωθω.

Ο λογαριασμο? 24 ωρε? μετα ειναι ανοικτο?

Dear diakoumivasiliki,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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 account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

The casino replied to me today that my account was closed again but they didn't say anything about the return of the deposits nor did they explain why they reopened it without me asking.

To casino μου απαντησε σημερα οτι εκλεισε ο λογαριασμο? μου ξανα αλλα δεν ειπαν τιποτα για την επιστροφη των καταθεσεων ουτε εξηγησαν για ποιο λογο τον ξαναανοιξαν χωρι? να το ζητησω

I have sent it to you. Please check your emails. I have not had any response in the meantime.

They just closed my account.

Σα? το εχω στειλει. Παρακαλω ελεγξτε τα mail σα?. Δεν ειχα στο μεταξυ καμμια απαντηση

Κλεισαν μονο τον λογαριασμο μου

Thank you very much, diakoumivasiliki, for your cooperation. I will now transfer your complaint to my colleague, Matej ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello diakoumivasiliki, 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. Before we proceed further, could you please give me some additional information? I am trying to establish a timeline, and from the provided evidence, you have requested self-exclusion due to the gambling addiction on 16th March. Your account has been closed on 18th March. Yet the screenshots of depositing money into the account are for 3rd March. Does it mean you have originally requested an account closure in February or maybe start of March? Thank you.

Good morning. My account was closed on March 18, 2024 and the deposits were made. in March 2025. You didn't see it right.

Καλημερα . Ο λογαριασμο? μου εκλεισε στι? 18 Μαρτιου του 2024 και οι καταθεσει? εγιναν τον Μαρτιο του 2025. Δεν το ειδατε καλα.

My apologies, I double-checked the original e-mail and can see the dates clearly now.

Now, 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 self-exclusion and clarify how is it possible to log in and play in a self-excluded account? I would also appreciate if you can provide us with any and all relevant evidence. In case of sensitive information, it can be sent to me directly at [email protected]. 

Thank you for your patience and cooperation in advance.

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 reaching out!

Please be informed that as stated above, the customer's account was closed on the 18th of March.

We sincerely apologize for the inconvenience caused. We will revert regarding the refund of the customer's funds shortly.

Thank you for your understanding!

Best regards,

Spinanga team

Dear Spinanga Casino, thank you for the confirmation of the account closure.

However, the account has been closed like this previously, and now it has been re-opened without consent. Could you please address the refund request as well, since the account should have not been re-opened in the first place?

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.

Kindly be informed that refund of 60 euro is issued to customer card and it is complete and paid out on our side.

Best Regards

Spinanga Team

The refund hasn't arrived yet. I'll update when it does.

Δεν εχει φανει η επιστροφη ακομα. Θα ενημερωσω οταν φανει

Thanks to Spinanga team for confirmation!

Dear diakoumivasiliki, once you confirm reception of the refund, I will clos the complaint as resolved. Hopefully the money will arrive soon! :)

Nothing yet. I think they're just kidding. Let them send me by mail which card they made the refund to and some kind of receipt. It's not possible that 3 days later the transaction still doesn't appear.

Τιποτα ακομα. Νομιζω οτι απλα κοροιδευουν. Α? μου στειλουν στο Mail σε ποια καρτα εκαναν την επιστροφη και καποια αποδειξη. Δεν ειναι δυνατον 3 μερε? μετα να μην φαινεται ακομα η συνναλαγη .

Let's give them time until the end of the week, if nothing comes by Friday, we'll investigate further. Please, keep us up to date if anything comes in the meantime.

The refund just showed up. Thanks to casino guru for his help.

Μολι? φανηκε η επιστροφη. Ευχαριστω το casino guru για την βοηθεια του.

Dear diakoumivasiliki,

I am very happy to hear that your issue has been resolved, and would like to thank Spinanga Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it is any good? ;)

Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

www.kpvfaw.com