Spinanga Casino - El cierre de la cuenta del jugador suscita preocupación por el juego responsable.

I played an estimated €10,000 in less than 2 weeks and the casino never intervened in the very abnormal deposit amount and pace of play and they still market themselves as being on the side of responsible gaming even though they didn't intervene in any way in a short time and when I asked to close the account when I said that this was a problem they suggested a break (it was eventually closed anyway). Well then I decided that I wanted to report it to the license issuer and asked them who issued their license and that I would like the 2 weeks of game data because I can no longer view it on the website. They only responded to the license request with "We have the appropriate licenses and authorizations to operate in our industry, which ensures that we meet all the necessary regulatory standards.

For more information, please always refer to Section 2 of the General Terms and Conditions. Regulatory Requirements and Restrictions."

I have sent many (really many) emails since then requesting this information and originally asked in the chat when the VIP department would respond and always got that the matter was being processed and so after a month the matter has not progressed anywhere and there has been no response.

I know that their terms and conditions state that they are not responsible for lost money, but they have also not followed the Casino title of responsible gambling when they did not clearly address the problem gambling. I also offered the option of a responsible gambling review but they initially rejected it. Now after a month when I have not received my game information and have not received an answer as to who issued their license, I told them that they can provide the information and the matter will remain there or do a responsible gambling review, in which case the matter will remain there and they will not respond at all. They also took away the customer service chat so that you cannot access it when you are logged in to the site, so I can no longer contact them.

pelasin arvioltaan 10000€ alle 2 viikon aikana ja casino ei missään kohtaa puuttunut hyvin epänormaaliin talletus määrään ja pelaamisen tahtiin ja he markkinoivat vielä itseänsä vastuullisena pelaamisen puolella olevana vaikkeivat lyhyessä ajassa puuttuneet millään tapaa ja kun pyysin sulkemaan tilin kun sanoin että tämä on ongelma niin he ehdottivat taukoa(se kumminkin suljettiin lopulta). no päätin sitten että haluan tehdä ilmoituksen lisenssin myntäjälle ja kysyin heiltä että kuka on heidän lisenssin myöntäjä ja että haluaisin ne 2 viikon pelitiedot koska on itse pääse niitä sivuilta enää katsomaan. he vastasivat lisenssi pyyntöön vain "Meillä on asianmukaiset toimiluvat ja valtuudet toimia alallamme, mikä varmistaa, että täytämme kaikki tarvittavat sääntelystandardit. 

Lisätietoja on aina yleisten ehtojen kohdassa 2. Sääntelyvaatimukset ja rajoitukset."

olen lähettänyt monta (oikeasti monta )sähköpostia sen jälkeen jossa pyydän näitä tietoja ja alunperin kysyin vielä chatista että milloin VIP osasto vastaa ja aina tuli että asia on käsittelyssä ja näin kuukauden jälkeen päin asia ei ole edennyt mihinkään eikä yhtäkään vastausta ole tullut.

tiedän että heidän ehdoissa lukee etteivät he ole vastuussa menetetystä rahasta mutta he eivät myöskään ole noudattaneet itse vastuullisen pelaamisen Casino titteliä kun eivät puuttuneet selvästi ongelma pelaamiseen. tarjosin myös vaihtoehtoa responsible gambling review mutta he hylkäsivät sen alkujaan. nyt kuukauden jälkeen kun en ole niitä peli tietojani saanut saatika vastausta mikä on heidän lisenssin myöntäjä niin laitoin heille että he voivat toimittaa ne tiedot niin asia jää siihen tai tehdä sen responsible gambling review jolloinka asia jää myös siihen eivätkä he vastaa yhtään mitään. he myös ottivat asiakaspalvelu chatin pois ettei sinne pääse kun vaan sivustolle kirjautuneet joten en saa heihin enää mitään yhteyttä.

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Dear joo0,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you experienced with the casino.

To better understand your situation and assist you effectively, could you please provide more information regarding the following questions:

• Can you log into your accont now?
• Could you specify the exact dates when you made your deposits and played?
• Did you clearly inform the casino that you wanted to self-exclude, and did you state the reason and the period of self-exclusion?

You can send me all the documents to: petra.h@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Unfortunately, I can't log in.

I played between 26.03.2026 and 06.04.3026.

I didn't specifically notify the casino while I was playing, but I strongly feel that if the casino had come to ask if everything was okay when I was playing quite a lot and for long periods, I would have stopped depositing and playing because the amount was very abnormal and continuous.

It wasn't until after the game period that I announced that I wanted to close the account due to a bad addiction, after which this break proposal came. I'll send a picture of it.

At the moment I have been trying to get the casino to respond for so long and have spent my time on the license and gaming information question and where their responsible gambling has been and I hope they would agree to at least 80,000 responsible gambling reviews.

en valitettavasti voi kirjautua.

26.03.2026-06.04.3026 aika välillä pelasin.

en erikseen pelaamisen aikana ilmoittanut casinolle mutta koen vahvasti että jos casino olisi tullut kysymään että onko kaikki hyvin kun pelaan aika paljon ja pitkiä jaksoja niin olisin lopettanut sen tallettamisen ja pelaamisen koska se määrä oli hyvin epänormaalia ja jatkuvuus.

vasta pelijakson jälkeen ilmoitin että haluan sulkea tilin pahan riippuvuuden takia jonka jälkeen tuli tämä tauko ehdotus. lähetän siitä kuvan.

tällä hetkellä olen niin pitkään jo yrittänyt saada casinoa vastaamaan ja kuluttanut aikaani lisenssi ja pelitieto kysymykseen ja siihen että missä heidän vastuulluben pelaaminen on ollut ja toivon että he suostuisivat 80000 responsible gambling revie n edes.

Dear joo0,

Thank you for providing all the details regarding your complaint against Spinanga Casino.

After carefully reviewing the information and evidence submitted, we unfortunately cannot request a refund of your lost funds from the casino based on the current circumstances. Please understand that although we recognize your concerns regarding responsible gambling practices, your account was already closed afterwards and, before the gambling activity took place, you did not clearly inform the casino that you wished to permanently close your account due to gambling addiction or request a formal self-exclusion.

Because of this, and due to the lack of sufficient evidence showing that the casino failed to act after receiving a clear self-exclusion request prior to your gameplay, we are unfortunately unable to take further action regarding a refund claim.

For future reference, when applying for a self-exclusion, it is very important to clearly state:

* the reason for the exclusion (gambling addiction),

* the exact exclusion period,

* and request immediate account closure/self-exclusion.

We also strongly recommend saving proof of the request, such as:

* sent emails,

* screenshots,

* or live chat transcripts.

Casino support teams receive many requests daily, so the email subject line should also be clear and recognizable.

Example:

Email subject: Self-exclusion due to gambling addiction

Player information:

* First name:

* Last name:

* Date of birth:

* Casino login:

* Email address:

"Greetings Spinanga Casino,

I’m writing to inform you that I wish to self-exclude immediately from this casino and stop receiving any gambling-related marketing material for a minimum period of xxx months/years (or lifetime).

The reason for my decision is gambling addiction.

I acknowledge that I will not be allowed to revoke my self-exclusion during this period and that the self-exclusion cannot be lifted before the agreed period ends."

At this moment, due to insufficient evidence from your side, we unfortunately must close the complaint as rejected.

Please do not hesitate to contact us again in the future if you experience any other issues or require assistance.

Best regards,

Petra