Spinit Casino - La cuenta del jugador se ha reabierto inesperadamente.

Ladies and Gentlemen

The casino was permanently closed on June 1st, 2025 due to gambling addiction. The reason given was addiction and family problems related to gambling. On February 1st, 2026, I received a notification that my email account was open again.

Now I've lost money again, and the account won't be closed.

Sehr geehrte Damen und Herren

Casino würde wegen Spiel sucht am 01.06.2025 Dauerhaft geschlossen Begründung süchtig Familien Probleme wegen Spiel am 01.02.2026 bekamen ich wider Email Account war wider offen

Nun habe ich wieder Geld verloren Account wird auch nicht geschlossen

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinit 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? 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?

If your account is currently not blocked, as the next step, I recommend you contact the casino with a self-exclusion request via email at support@spinit.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Spinit Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

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

I forwarded him an email

Ich habe ihn eine Email weitergeleitet

Tomas' last deposit

Was on June 1, 2025

After that, I permanently blocked the casino due to gambling addiction. I also have a complaint pending with you regarding dudespin1.com.

I blocked Dudespin1.com and spinit2.com simultaneously.

And this year in February, they simply reopened it.

Tomas die letzte Einzahlung

War am01.06.2025

Danach habe ich das casino gespert dauerhaft wegen Spiel sucht ich habe nich eine Beschwerde am laufen bei euch über dudespin1.com

Dudespin1.com und spinit2.com habe ich gleichzeitig gespert

Und diese Jahr in Februar habe die es einfach so wider geöffnet

Blocking is ignored, widespread money loss

Sperrung wird ignoriert verlieren weithin geld

I received an offer of 170 euros, how ridiculous!

170 euro angebot erhalten wie lächerlich

Thanks for your replies.

I apologize for any misunderstanding.

• According to the screenshots you shared, you were able to deposit again on February 3rd.
• Could you please explain how much the casino allowed you to deposit from the time your account was reopened until it was closed again?

Thanks in advance for your reply.

I rejected the offer of 170 euros.

170 euro habe es aber abgelehnt

Total deposits since reopening are 2000 euros in loss.

Please provide support

Gesamte Einzahlungs ab der wieder eröffnet bin ich 2000 euro in verlust

Bitte um Unterstützung

I have already forwarded all emails to her.

Habe alles Email an sie schon weitergeleitet

They all received emails last week.

Letzte Woche haben sie alle Emails bekommen

Hello Tomas, thank you again for your efforts. Good news!

Sincerely, Beteev

Hallo tomas danke noch mals für sein Einsatz gut es Neuigkeiten

Mit freundlichen Grüßen Beteev

Hello besarion,

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

I contacted the casino with my bank details and requested a €2000 refund.

I didn't promise anything.

Ich habe das casino angeschrieben mit Bankverbindung und 2000 euro Rückerstattung

Ich habe nichts zugesagt

They would transfer 170 euros to me without my consent.

170 euro würde mir überweisen ohne meine Zustimmung

Thanks for the updates and for your patience.

We can ask the casino to refund you if you provide your self-exclusion from June 2025 as evidence that you informed the casino of your gambling issues. Please share the evidence with me at tomas@casino.guru

Hi Tomas, unfortunately I no longer have the data. We can request the data from spinit2.com, as my account was closed last year.

Hallo tomas leider habe ich die Daten nicht mehr wir können doch die Daten von spinit2.com verlangen das letztes Jahr mein Account zu war

Thanks for your reply.

I apologize, but this is the required evidence for us to pursue a refund. I went over the communication you provided; however, your claim that the initial self-exclusion/account closure of your account was due to gambling issues needs to be supported by relevant evidence, which is missing. We can't confront the casino without it or ask for more than what was already refunded to you earlier.

When it comes to keeping the evidence, these are our recommendations for players:

Confirm Self-Exclusion with Casino

• Ensure you receive a confirmation from the casino acknowledging your self-exclusion request.
• If the casino does not respond, make reasonable efforts to contact them multiple times or through alternative channels.

Keep Proof of All Relevant Communication

• Keep records of all communication regarding your self-exclusion request.

If you happen to recover confirmations from the casino from the last year or any communication you initiated, please forward them to me.

Looking forward to your reply.

Unfortunately, I couldn't find the old data. If I find it again, I will get in touch.

Leider habe ich es nicht gefunden die alten Daten sollte ich es wieder finden werde ich mich melden

Hello besarion,

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

Tomas, let's disregard the old period. After the reopening, I lost 700, so I'm asking for support. I received 170 back, but I'm still missing 530 euros.

Tomas lassen wir das alte Zeitraum weg nach der wieder eröffnen habe ich 700 verloren also bitte ich um Unterstützung habe 170 zurück bekommen es fehlt 530 Euro

Online gambling providers licensed in Germany must adhere to strict player protection regulations. This includes, in particular, the immediate implementation of self-exclusion requests. If a casino continues to grant access despite a clear request for self-exclusion, this can constitute a breach of legal obligations to protect players – and this gives those affected the right to reclaim any stakes lost during that period.

The situation becomes even clearer if the casino doesn't have a German license at all. Without a valid license, contracts for online gambling are generally invalid in Germany. In practice, this means that not only subsequent deposits, but often all deposits can be reclaimed. Especially with long-term gambling histories, this can often amount to a considerable sum.

Anbieter von Online-Glücksspielen, die in Deutschland zugelassen sind, müssen strikte Vorgaben zum Spielerschutz befolgen. Dazu zählt insbesondere, dass ein Selbstausschluss unverzüglich umzusetzen ist. Wenn ein Casino trotz eines klaren Sperrwunsches weiterhin den Zugang erlaubt, kann dies ein Verstoß gegen gesetzliche Schutzpflichten sein – und das eröffnet Betroffenen die Möglichkeit, ihre in dieser Zeit verlorenen Einsätze zurückzufordern.

Noch deutlicher wird die Situation, wenn das Casino überhaupt keine deutsche Erlaubnis besitzt. Ohne gültige Lizenz sind Verträge über Online-Glücksspiele in Deutschland regelmäßig unwirksam. Das bedeutet in der Praxis: Häufig lassen sich nicht nur spätere, sondern sämtliche Einzahlungen zurückverlangen. Gerade bei langfristigen Spielverläufen kommt dabei oft eine beträchtliche Summe zusammen.

Thanks for your patience.

I apologize, but we may only confront the casino with sufficient evidence that they were supposed to protect you in the first place. Based on the communication you provided, the casino closed your account on March 10h after you informed them of your gambling issues on March 7th. Regarding your activity prior to March 7th, there is no evidence that you informed the casino of your gambling issues, which we may use as a basis to ask for a refund.

We may not ask the casino to refund you based on the fact that they lack a particular license. Since the casino has already closed your account and partially refunded you, there is little we can accomplish further.

Due to the aforementioned reasons, we will now proceed to reject this complaint. 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 this or any other 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.