Spinanga Casino - La solicitud de autoexclusión del jugador es ignorada.

I sent an email to the casino requesting self-exclusion on June 10, 2026, and since then they haven't closed the account and they continue to send me advertising.

Since then I have deposited 710 euros and have 500 euros in withdrawal.

The text I sent: I am writing to inform you that I wish to be immediately excluded from this casino and from receiving any advertising material related to gambling for a minimum period of life.

The reason that preceded 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.

They contacted me to confirm my decision. I confirmed it, and yet the account remains open.

Please, I would like your help.

He enviado correo al casino solicitando autoexclusion en 10 de junio 20 2026. y desde entonces ni han cerrado la cuenta y me siguen enviando publicidad.

Desde entonces he depositado 710 euros y tengo 500 en retiro.

El texto que mande: Les escribo para informarles que deseo ser excluido inmediatamente de este casino y de recibir cualquier material publicitario relacionado con juegos de azar durante un período mínimo de por vida.

El motivo que precedió a mi decisión es la adicción al juego.

Reconozco que no se me permitirá revocar mi autoexclusión durante este período y que la autoexclusión no podrá levantarse antes de que finalice el período acordado.

Ellos me contestaron para que confirmara mi decision. la confirme y aun asi sigue abierta la cuenta.

Por favor quisiera que me ayuden.

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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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues, including the communication that followed? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was 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: https://casino.guru/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

Good morning,

• If I still have access to the account.
• I just forwarded the email regarding communication with the casino.
• I was able to make deposits until yesterday.
• I contacted the chat because they wouldn't close my account and they haven't given me any other option.

I have sent an email to tomas@casino.guru Captures of deposits since 10/6/26 have increased to 1510

Please, I need your help to self-exclude and have my account closed.

Buenos días,

• Si todavia tengo acceso a la cuenta.
• Le acabo de reenviar el correo de comunicación con el casino
• Hasta ayer mismo pude hacer depósitos.
• comunique al chat ya que no cerraban cuenta y no me han dado mas opción.

He enviado correo a tomas@casino.guru capturas de depósitos desde el dia 10/6/26 que ha incrementado a 1510

Por favor necesito que me ayuden a autoexcluirme y que cierren la cuenta

Dear Lumedia,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Lumedia,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Spinanga Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Spinanga Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinanga Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Thank you. I hope it gets resolved.

gracias. Espero que se solucione

The account is still open.

La cuenta sigue abierta.

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.

Good morning,

I don't know if they've seen the complaint or not. This weekend I received a VIP email from the casino and I see that I still have access to the account. Would it be advisable to write to the licensing agent? I feel very unprotected.

Buenos dias,

Yo no se si han visto la queja o no. Este fin de semana recibi un correo VIP del casino y he visto que sigo teniendo acceso a la cuenta. Seria conveniente escribir al agente licenciador? me siento muy desprotegida

Good afternoon, today I checked and the account was still open.

Desperate, I opened the chat to see if they would pay attention to me, but now it seems I no longer have access. I've copied the conversation with the casino in case it's useful to you, because they haven't said anything about refunding my deposits.

Buenas tardes, hoy comprobé que la cuenta seguía abierta.

desesperada abrí el chat a ver si le hacían caso y ahora parece que ya no tengo acceso. He cogido la conversación con el casino por si es útil para vosotros porque de devolverme los depósitos hechos no han dicho nada.

Dear everyone,

Thank you for bringing this to our attention. Please accept our apologies for any inconvenience caused and let us reassure you that the account is closed. We are currently investigating this matter with our relevant department. Once we have more information, we will update you promptly.

Kind regards,

Spinanga Team

Dear Spinanga Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Please note that the complaint timer should be respected. If responses continue to be provided only close to the deadline, we will shorten the response time.

Good afternoon,

I am informing the parties that on the 20th I contacted the casino by email and sent them the same information as in this complaint, along with a bank statement for the refund of the unauthorized deposits. If necessary, I will forward the email to you, Hugo.

Buenas tardes,

informo a las partes de el pasado día 20 contacte por mail con el casino y les mandé lo mismo que en esta queja y un Certificado de mi cuenta bancaria para la devolución de los depósitos indebidos. Si es necesario te reenvío el correo Hugo.

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.

Good morning Igor. Since the casino isn't responding, do you think it's appropriate for me to send an email to the Regulatory Agent?

Buenos días Igor. Dado que el casino no contesta, consideras adecuado que mande un correo al Agente Regulador?

Dear Lumedia,

We sincerely apologize for the delay in our response. Please be advised that our internal team requires additional time to finalize the necessary details before we can proceed with your request. 

We anticipate providing a further update as soon as possible. Thank you for your continued patience and understanding.

Kind regards,  

Spinanga Casino team.

It's unbelievable. You need more time to take responsibility. When I sent the email, you replied and I confirmed my decision. And you kept sending me promotions to keep playing. Unbelievable!

Es increíble. Necesitáis tiempo adicional para asumir vuestra responsabilidad. Cuando yo envíe el mail, vosotros me contestasteis y yo confirmé mi decisión. Y me seguisteis enviando promociones para seguir jugando. Increíble!

Dear Spinanga Casino,

As I mentioned in my previous message, thank you for informing us that you are reviewing this case.

If there is anything the player or I can assist you with, please let us know.

Also, please let us know if there are any updates regarding this complaint.

Since you once again replied very close to the deadline, I will shorten the timer for your next reply. Thank you for your understanding.

Dear Igor

We sent an email containing evidence of the deposits made between June 11 and July 20, 2026, which total 1,450 EUR. Consequently, we believe our refund liability is limited to this amount of 1,450 EUR.

Once we get a confirmation from Lumedia, we will proceed with the refund procedure accordingly.

Kind regards,

Spinanga Casino team.

Dear Spinanga, I confirm and appreciate you completing this process as soon as possible. I already sent you an email with my bank IBAN a few days ago.

thank you

Estimado Spinanga. Confirmo y agradezco terminen cuanto antes con este proceso. Ya les envié un correo con mi IBAN BANCARIO hace días.

gracias

Dear Spinanga Casino,

The player agrees with the refund offer and has already sent you their bank details via email.

Please let us know once there is any update regarding this refund.

They have asked me for bank details again. I have sent them with a copy to igor.p@casino.guru

Me han solicitado nuevamente datos bancarios. Los he enviado con copia a  igor.p@casino.guru

Again, as the response deadline approached, I have not received any payment.

nuevamente, al limite de cumplirse el plazo de respuesta, no he recibido ingreso alguno

Dear Lumedia,

We assure you we have forwarded the bank details to proceed with the refund and it will be completed as expediently as possible. We will provide a further update regarding the status of these transactions at the earliest opportunity.

Thank you for your patience and understanding while we work through this.

Kind regards,

Spinanga Casino team.

Dear Spinanga, what does that mean? That they're going to be prolonging this process for another 7 days?

estimado spinanga. eso que significa, que van a estar otros 7 dias alargando este proceso?

Dear Spinanga Casino,

Thank you for your message. Please let us know once there is any news to share regarding this refund.

Dear Lumedia,

We are pleased to inform you that the refund of 1,450 EUR, has been successfully processed, and the funds were dispatched from our end on August 21, 2026.

The funds may take between 3 and 5 business days to reflect in your account, however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

We trust that this information will assist in clarifying the matter for you.  

Our team extends its best wishes for your future endeavors. 

Warm regards, 

Spinanga Casino team.

Dear Lumedia,

According to the casino, the refund was fully processed on their side.

Please let us know whether this information is correct.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Lumedia,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor