Spinmama Casino - El jugador reclama la recuperación de los depósitos perdidos.

Hello, I have a question. If I'm registered on the General Registry of Gambling Prohibitions, Spinmama Casino allowed me to open a gambling account since I'm a gambling addict. I've tried to open accounts at other casinos and they automatically restricted my access when I entered my details. I wanted to know if I can recover some of the money I deposited and lost at that casino. Thank you.

Hola,tengo una pregunta, si estoy registrado en el registro General de interdicciones de acceso al juego el casino spinmama tenía permitido en dejame abrir una cuenta de juego ya que soy un adicto al juego, he intentado abrir cuenta en otros casinos y automáticamente me han restringido el acceso al introducir mis datos,y quería saber si puedo recuperar parte del dinero depositado y perdido en ese casino.gracias

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Hello,

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

If your account is currently not blocked, as the next step, I recommend you send a new self-exclusion request via email: contact@spinmama.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 Spinmama Casino 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

Hi Tomás, I didn't inform the casino about my problem. I registered at Spinmama Casino to see if they would let me open an account, even though I'm registered on the General Registry of Gambling Prohibitions, and they did. I thought the casino would ban me from having an account. The account is still open, and I've fallen back into gambling. I don't know if I'll be able to recover the money I deposited and lost at the casino. Thank you very much.

Hola Tomás, no informe al casino sobre mi problema,yo me registre en el casino Spinmama para ver si me dejaban abrir cuenta estando inscrito en el registro General de interdicciones de acceso al juego y me dejaron, pensando que el casino me prohibirá el acceso a una cuenta, actualmente la cuenta está abierta,y volví a caer en jugar,no se si podré recuperar el dinero depositado y perdido en el casino.muchas gracias

Thanks for the explanation.

Please note that the national self-exclusion register extends its protection only to online casinos operating under the license of your home country. Offshore online casinos don't participate in the scheme and won't protect you unless you inform them of your gambling issues.

The licensing status of an online casino can be checked in each of our casino reviews.

Please let me know whether your self-exclusion efforts in this online casino were successful.

Looking forward to your reply.

Hi Tomás, yes, they replied to the email I sent them and the account is closed. I don't think it's normal for foreign casinos to operate in Spain with a license from their country of origin, because ultimately those of us with a gambling problem will always relapse. Foreign casinos shouldn't register any player on the General Registry of Gambling Prohibitions as soon as they enter their personal information. This way, no player will be able to relapse. Now my question is, how do I recover the money I deposited at Spinmama Casino? And the thousands of euros I lost? Who will return that money to me? Do I have any hope of recovering the money I lost and deposited, even if it's just a portion? Thanks.

Hola Tomás,si me han contestado al email que les he mandado y la cuenta está cerrada,lo de los casinos extranjeros no me parece normal que actúen en España con la licencia del pais que provienen, porque al final los que tenemos un problema con los juegos siempre vamos a recaer en jugar,los casinos extranjeros directamente no deberían dejar a ningun jugador inscrito en el registro general de interdicciones al juego en cuanto ingrese sus datos personales,de esta manera ningún jugador podra recaer en jugar,ahora mi pregunta es como recupero yo el dinero depositado en el casino spinmama?y los miles de euros perdidos?ese dinero quien me lo devuelve?tengo alguna esperanza en recuperar el dinero perdido y depositado?aún que sea una parte.gracias

I understand your outlook.

I hope similar situations won't affect you in the future. I recommend you explore the options to block your exposure to online casinos found in our articles https://es.casino.guru/guia-juego-responsable/juego-responsable#apps-y-herramientas

We can only pursue a refund of already lost funds in situations where you inform the casino of your gambling issues and the casino doesn't act to protect you. Since you confirmed you informed the casino of your gambling issues, and the casino closed your account, at this moment, we believe the casino acted correctly.

Please let me know if there is any previous communication where you informed the casino of your issues, that didn't lead to player protection being triggered.

Looking forward to your reply.

Dear danmariansandu,

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.

The casino didn't know I had a gambling problem, but I told them in the casino chat that my losses weren't normal, and they did nothing. I lost money day after day, and nobody did anything because it was in their best interest for me to play there. In fact, I asked them to suspend my account, and all they did was suspend it for 24 hours and then reactivate it. And I started playing again. I just want to recover some of my losses and the deposits I made, but I see there's no way to get anything back. In the end, the casinos always win no matter what you do. Regards.

El casino no sabia que yo tenía el problema con los juegos,pero en el chat del casino les decía que no era normal las pérdidas que llevaba,y no hicieron nada,perida día tras día y nadie hacía nada, porque a ellos les convenía que yo jugará en ese casino,de echo pedí que me suspendiera la cuenta y lo único que hicieron fue suspender la cuenta 24 horas y después la volvieron activar.y vovli a jugar,solo quiero recuperar algúna parte de las pérdidas y los depósitos echó,pero veo que no hay ninguna posibilidad de recuperar nada,al final los casinos siempre salen ganando hagas lo que hagas.un saludo

Hello danmariansandu,

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

Thanks for your patience.

Disclosing your gambling issues to the casino provides a signal based on which we believe the casino should act to protect you, even the casinos without the license from your home country. Please let me know if the casino reactivated your account after the confirmation you received from them on March 18th.

Looking forward to your reply.

Dear danmariansandu,

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.

Hello, the account remains inactive since I informed you of my problem, but given the circumstances, I can consider the money lost. Thank you.

Hola,la cuenta sigue inactiva desde que les informe de mi problema,pero visto lo visto ya puedo dar por perdido el dinero.gracias

Thanks for your confirmation.

Since your account is deactivated and we won't be able to pursue a refund, 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 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.