Spinanga Casino - La solicitud de cierre de cuenta del jugador está retrasada.

The problem is that I've decided to close all my online casino accounts because I consider myself addicted to gambling. I've tried many times to do the same at this casino, but I've never received a response. I'm requesting compensation for the emotional distress and general discomfort of not wanting to continue gambling, and on top of that, they keep sending me advertising even though my account remains open.

El problema es que eh decidido cerrar todas las cuentas de casinos online porque me considero dependiente de el juego, eh intentado muchas veces hacer lo mismo en este casino pero jamás tuve una respuesta, pido como compensación por daños morales y mal estar general de no querer seguir jugando y encima me envían publicidad mi cuenta sigue abierta

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Dear josemanuelmartinez,

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.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please advise when was the last time the casino allowed you to deposit?
• Could you please provide the exact date of your initial self exclusion request?

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,

Katarina

They never actually responded to my request for self-exclusion or account closure. My last deposit was on October 31st, and the exact date I requested self-exclusion and account closure was November 1st. All I've received from the casino is more advertising and encouragement to keep depositing. I have all the necessary evidence, and I'm going to present it here.

En realidad nunca me respondieron a la petición de auto exclusión ni a cerrar mi cuenta, el último depósito fue el día 31 octubre y la fecha exacta que pedí la auto exclusión y el cierre de cuenta fue el día 1 de noviembre, lo único que eh recibido del lado del casino fue más publicidad y incitaciones para seguir depositando, tengo todas las pruebas necesarias y aquí las voy a poner

Please note that my account remains open awaiting further deposits

Que conste que mi cuenta sigue abierta a la espera de más ingresos

I want to fix these two problems I'm having with CasinoCasinia and Spinanga, and then I'll seek professional help because thanks to them my accounts are currently at zero. I can't even afford to go to the doctor. Thank you very much.

Quiero arreglar estos dos problemas que tengo con casinocasinia y Spinanga y luego buscaré ayuda profesional ya que gracias a ellos Ahoramismo mis cuentas están a 0 no puedo ni siquiera permitirme ir a médico, muchas gracias

They don't care about complaints.

a estos les da igual las reclamaciones

This is impossible to stop, I don't know who else to turn to.

esto es imposible de parar ya no sé a quién recurrir

I have no information about my complaints, neither from the casinos nor from where I file the claims.

No tengo nada de información sobre mis quejas, ni de la parte de los casinos ni de donde hago las reclamaciones

This casino cannot possibly have a high security rating, despite complaints it continues to send advertising and despite repeated account closures or self-exclusion requests, it continues to send invitations to play and deposit every day and at all hours.

Este casino es imposible que tenga el índice de seguridad alto, a pesar de las quejas sigue enviando publicidad y a pesar de los repetidos cierres de cuenta o auto exclusión pedidos sigue enviando todos los días y a todas las horas invitaciones a jugar y depositar

They keep sending them to me every day, please do something, they're going to ruin my life

siguen enviándome a diario, por favor hagan algo, acabarán arruinándome la vida

Are you also going to let a week go by before asking me a question that's already been answered? People will have to find another support platform because I think this one is only functioning according to the casinos' contributions.

En esta queja también vais a dejar pasar la semana para hacerme una pregunta ya respondida? La gente tendrá que buscarse otra plataforma de apoyo porque está creo que está funcionando según los casinos den su aportación

Seven days after filing the complaint, I'm still waiting. I wonder if I'm right and you'll ask me a question that's already been answered and give me another seven days to wait? We'll see soon.

7 días después de la reclamación aquí sigo esperando, haber si acierto y me hacéis una pregunta ya respondida y me dais otros 7 días de espera ? Lo veremos en breve

Is everything alright here? It seems that more than a week later, the casino guru still has no answers.

Todo bien por aquí? Parece que más de una semana después casino gurú no tiene respuestas

Dear josemanuelmartinez

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. Additionally, please understand that this is not a live chat. Kindly answer the questions you were asked and wait for our response. We manage a large amount of complaints and we do our best to respond as soon as possible. However it is getting more difficult when the players provide unnecessary informations we did not ask for. In this case less is always better than more.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin ([email protected]). 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,

Katarina

Hello josemanuelmartinez,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the Spinanga Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to [email protected]

I will, thank you very much Martin

Lo haré muchísimas gracias Martin

Dear josemanuelmartinez,

thank you for updating us on the matter, I hope the account will be closed as soon as possible. At this point, we will have to wait for the casino's response.

Just so you know, I just checked and it's still open, and they haven't responded as usual. Is it possible that a casino like this has a high security rating? I don't understand.

que sepáis que acabo de mirar y sigue abierta y no me han respondido como siempre, es posible que un casino así tenga índice de seguridad alto? No lo entiendo

Am I supposed to wait idly by until Casino Spinanga deigns to respond, waiting to be able to play again, because they haven't closed my account yet?

Se supone que hasta que casino spinanga se digne en responder yo tengo que esperar de brazos cruzados a que pueda volver a jugar porque aún no me cerraron la cuenta?

Dear josemanuelmartinez,

I fully understand your frustration, but there is not much else I can tell you, other than to not play any further. You can also check articles on responsible gambling, if that is something that could help you.

Of course, and why don't they give me the refund now so I can register on any website to self-exclude from the game?

Claro que si, y porque no me hacen ya el reembolso y así ya puedo registrarme en cualquier página para auto excluirme del juego?

Dear All,

Thank you for reaching out to us.

We want to communicate that your Spinanga Casino account has been successfully closed.

We sincerely apologize for the delay in processing the closure of your account.

We understand that this has caused inconvenience and frustration.

In addition to your request, we note that your initial account closure request was submitted on 31 October 2025. Since that date, no deposits have been made.

Therefore, there is no refund available for your account.

 

We hope this helps clarifies the matter for you.

Best Regards,

Spinanga Casino Team

 

Honestly, after how long it's taken you from the 31st until today, November 11th, I could have been ruined because I don't control my gambling. The coincidence, as I mentioned here, is that I ran out of money, not even enough for groceries. I'm not sure if the law penalizes someone for requesting immediate account closure due to gambling problems, and it's taken 11 days, but it should be. If this is how you want to leave the matter, and Casino Guru deems it feasible, thank you very much then.

Honestamente después de lo que habéis tardado desde el 31 hasta hoy día 11 de noviembre podría haberme arruinado porque no controlo el juego, la coincidencia como dije aquí presente es que me quedé sin dinero ninguno ni para hacer la compra en el supermercado, no sé seguro si en las leyes cuando una persona pide el cierre de cuenta inmediatamente por problemas por el juego y esto lleva 11 días en hacerse está sancionado, pero debería, si así es como queréis dejar el asunto y casino gurú lo ve factible muchas gracias entonces

My complaint remains that, since it's not working, I absolutely do not want this casino, using the methods it employs, to have any kind of high security. Everyone should see this so they don't invest anything there and lose their customers.

De mi lado queda la queja como no resulta no quiero por ningún medio que esté casino utilizando los métodos que utiliza tenga ningún tipo de seguridad alto, debería verlo todo el mundo para que no ingresen nada ahí y pierdan sus clientes

Dear josemanuelmartinez,

Thank you for your cooperation throughout this case. It's good to hear that casino has confirmed that your account is fully closed, and advertising ceased.

Regarding your request for a refund, please note that no deposits were made after your self-exclusion request, so there are simply no remaining player funds for the casino to return.

While we understand the frustration caused by the delay, Casino Guru cannot require compensation in this situation. Our role is limited to ensuring that any outstanding player funds are refunded when applicable, and that the account stays blocked.

Your feedback about the casino’s behavior will of course remain publicly visible and will be taken into account in our ongoing evaluation of their rating and responsible-gambling standards.

We wish you all the best moving forward, and encourage you to seek professional support if you feel it would be helpful.

Kind regards,

Martin

Casino Analyst & Complaint Specialist