Spinanga Casino - El cierre de la cuenta del jugador se produjo tras ignorar sus solicitudes de autoexclusión.

Casino: Spinanga

Complaint:

I am submitting this complaint regarding my experience with Spinanga casino, operated by Rabidi N.V.

On October 20, 2025, I sent an email to the casino requesting the permanent closure of my account due to gambling addiction. In that email I clearly stated that I had gambling problems and wanted my account closed for my own protection.

Despite this request, my account remained active and I was able to continue depositing and gambling for several months afterwards.

I repeated the request again on December 16, 2025 and December 29, 2025, again explaining that I had gambling addiction issues and asking them to close the account.

The casino ignored these requests and continued to accept deposits from me.

During that time, a total of 4,720€ was deposited through various payment descriptors including Zentoria, Spinsopotamia, Limassol, Zybros, Intergerea and Realgerea.

My account has now been closed, but only after significant financial loss that occurred after my original self-exclusion request.

Allowing a player who has clearly declared gambling addiction to continue depositing represents a serious failure of responsible gambling practices.

I am therefore requesting a refund of all deposits made after my first self-exclusion request on October 20, 2025.

I can provide all supporting documentation including emails, transaction records and bank statements.

Total amount claimed: 4,720€

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Hello,

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.

• Is your player's account verified?
• Could you please explain which of your actions led to the casino closing your account?
• Has the casino responded to your refund request? What response have you received? Share it here or send the relevant correspondence to my email at tomas@casino.guru

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

Dear MarcMoya,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thanks for your reply.

Have you ever received a response from the casino to any of your requests, either automated or structured messages from support?

After you learned your requests weren't processed, have you contacted the casino's live chat and asked for assistance?

Please let me know.

Good morning.

They never replied to my emails requesting closure. I also contacted them via live chat to request closure, and they told me I had to do it through the support email.

Buenos días.

Jamas me contestaron a mis correos de solicitud de cierre. Y también hablé con el chat en directo pidiéndole el cierre y me contestaban que tenía que hacerlo a través del mail de support.

Hello MarcMoya,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you! We continue fighting and hoping

Gracias! Seguimos luchando y esperando

Thanks for your patience.

We apologize, but since you requested a chargeback from your bank, our assistance can no longer be offered to you. Please note that when a chargeback is threatened or pursued, this action can be considered fraudulent from the casino's side. Under these circumstances, we cannot assist you. We generally recommend against the practice when it comes to deposits already used for gambling, because it may cause you issues with other sites.

Regrettfully, the complaint will be closed for this reason, regardless of the evidence you supplied and its merit. I hope similar situations won't affect you in the future.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.