Spinsy Casino - El cierre de la cuenta del jugador fue ignorado; se solicita un reembolso.

I request a full refund of my deposits totaling $2,015.24 made in April and May 2026, following a serious breach of Responsible Gaming policies by Spinsy Casino.

Here is the timeline of events proving that my account should have been permanently closed since October 2025:

• On October 1, 2025: I contacted support to request an immediate self-exclusion, explicitly stating: 'I have a serious gambling problem and I have no more money'.

• October 6, 2025: Instead of proceeding with the immediate closure as required by their license, the VIP manager (Mark) tried to retain me by offering an 'alternative': keep my account available and simply take a break without obligation.

• On October 6 and 7, 2025: I reiterated my request for permanent closure due to addiction, emphasizing that my requests were not being respected.

Despite these admissions of addiction and my repeated requests, my account remained accessible, which allowed the following deposits in 2026:

• October 2025: $40.00 (right after the initial request).

• April 30 and May 1, 2026: A series of deposits totaling $1,975.24.

The casino deliberately ignored a request for self-exclusion due to a gambling problem, which constitutes a direct breach of their duty to protect vulnerable players. I have attached screenshots of all the aforementioned exchanges to this complaint.

Je demande le remboursement complet de mes dépôts totalisant 2 015,24 $ effectués en avril et mai 2026, suite à un manquement grave aux politiques de Jeu Responsable de la part du casino Spinsy.

Voici la chronologie des faits prouvant que mon compte aurait dû être fermé de façon permanente depuis octobre 2025 :

• Le 1er octobre 2025 : J'ai contacté le support pour demander une auto-exclusion immédiate, déclarant explicitement : 'J’ai un grave problème de jeu et je n’ai plus d’argent'.

• Le 6 octobre 2025 : Au lieu de procéder à la fermeture immédiate comme l'exige leur licence, le responsable VIP (Mark) a tenté de me retenir en me proposant une 'alternative' : garder mon compte disponible et simplement prendre une pause sans engagement.

• Le 6 et 7 octobre 2025 : J'ai réitéré ma demande de fermeture définitive pour addiction, soulignant que mes demandes n'étaient pas respectées.

Malgré ces aveux de dépendance et mes demandes répétées, mon compte est resté accessible, ce qui a permis les dépôts suivants en 2026 :

• Octobre 2025 : 40,00 $ (juste après la demande initiale).

• 30 avril et 1er mai 2026 : Une série de dépôts totalisant 1 975,24 $.

Le casino a délibérément ignoré une demande d'auto-exclusion pour problème de jeu, ce qui constitue une violation directe de leur devoir de protection envers les joueurs vulnérables. J'ai joint à cette plainte les captures d'écran de tous les échanges mentionnés."

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Dear Veekey2026,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing.

To better understand your situation and assist you effectively, could you please clarify the following points:

• Could you confirm whether your account is still accessible?
• Did you send your request to the correct email address: support@spinsy.com?
• Did you receive any confirmation from the casino regarding your self-exclusion request made on October 1, 2025?

Your cooperation in providing these details will help us investigate the matter and work towards a resolution.

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

Hello, thank you for your help. Here is the information requested to move the investigation forward:

1. Is the account still accessible?

No, it was finally closed on May 5, 2026, following my persistent complaints. However, it remained open and accessible between my request in October 2025 and May 5, 2026, which allowed for disputed deposits totaling $2,015.24.

2. The email address and VIP department:

I contacted the casino's VIP department directly. The fact that I received personalized replies from agents (including Kaan and Mark) proves that my messages were received and read.

3. Confirmation and silence from the casino:

• On October 1, 2025, Agent Kaan acknowledged receipt of my initial request.

• On October 6, agent Mark (VIP) tried to dissuade me from closing the account by suggesting I simply 'take a break' while leaving my account available.

• Crucial point: I responded immediately on October 6th and 7th, 2025, to reject their offer and reiterate my demand for permanent account closure due to addiction. The casino stopped responding from that point onward and deliberately left my account open.

This radio silence after a clear confirmation of a gaming issue, followed by the account remaining active for seven months, constitutes a blatant violation of their duty of care. I am attaching screenshots of all these exchanges, including my last unanswered messages.

Bonjour, Merci pour votre aide. Voici les précisions demandées pour faire avancer l'enquête :

1. Le compte est-il toujours accessible ?

Non, il a finalement été fermé le 5 mai 2026 suite à mes réclamations persistantes. Cependant, il est resté ouvert et accessible entre ma demande d'octobre 2025 et le 5 mai 2026, ce qui a permis les dépôts litigieux totalisant 2 015,24 $.

2. L'adresse courriel et le département VIP :

J'ai communiqué directement avec le département VIP du casino. Le fait que j'aie reçu des réponses personnalisées d'agents (notamment Kaan et Mark) prouve que mes messages ont été reçus et lus.

3. Confirmation et silence du casino :

• Le 1er octobre 2025, l'agent Kaan a accusé réception de ma demande initiale.

• Le 6 octobre, l'agent Mark (VIP) a tenté de me dissuader de fermer le compte en me suggérant de simplement 'prendre une pause' tout en laissant mon compte disponible.

• Point crucial : J'ai répondu immédiatement les 6 et 7 octobre 2025 pour refuser sa proposition et réitérer mon exigence de fermeture définitive pour addiction. Le casino a cessé de répondre à partir de ce moment et a délibérément laissé mon compte ouvert.

Ce silence radio après une confirmation claire de problème de jeu, suivi du maintien du compte actif pendant 7 mois, constitue une violation flagrante de leur devoir de protection. Je joins les captures d'écran de l'intégralité de ces échanges, incluant mes derniers messages restés sans réponse

Good morning,

I would like to add an important piece of information to my case: Spinsy Casino has just contacted me privately to offer a partial refund of €600. I refused this offer because I am requesting a full refund of my deposits ($2,015.24 CAD) made after my self-exclusion request in October 2025. This offer from them demonstrates that they acknowledge their responsibility in this matter.

bonjour,

Je souhaite ajouter une information importante a mon dossier : le casino Spinsy vient de me contacter en prive pour me proposer un remboursement partiel de 600 euros. J ai refuse cette offre car je demande le remboursement integral de mes depots (2 015,24 $ CAD) effectues apres ma demande d auto-exclusion d octobre 2025. Cette proposition de leur part demontre qu ils reconnaissent leur responsabilite dans cette affaire.

Dear Veekey2026

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 Matej (matej.l@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,

Petra

Hello Veekey2026, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Spinsy Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear All,

We are writing to provide an update regarding the player's case. We would like to assure you that the account has been permanently closed.

Regarding the refund request, we want to offer the player a total of 2040 CAD. In order to move forward with this payment, we have sent a direct email to the player requesting their bank details.

We kindly ask the player to reply with his bank details there, so we can proceed with the payment.

Thank you for your cooperation and your help in resolving this matter.

Best regards,

Spinsy Casino Team

Thank you for the quick repsonse, Spinsy Casino, and confirmation of the account closure. Very much appreciated.

Dear Veekey2026, please let us know whether you have received and responded to the message, and if you are satisfied with this outcome. Thank you very much.

Hello to the CasinoGuru team and to Spinsy,

I wish to confirm that I accept the $2,040 refund offer. I sent all my bank details to Spinsy via email earlier this morning.

I am now awaiting confirmation from the casino that the payment has been sent. I will update you here as soon as the funds are officially received in my account so that we can close this complaint as resolved.

Thank you for your help with this matter.

Bonjour à l'équipe de CasinoGuru et à Spinsy,

Je souhaite confirmer que j'accepte l'offre de remboursement de 2 040 $. J'ai transmis toutes mes coordonnées bancaires à Spinsy par courriel plus tôt ce matin.

Je reste maintenant dans l'attente de la confirmation de l'envoi du paiement par le casino. Je vous tiendrai informés ici dès que les fonds seront officiellement reçus dans mon compte afin que nous puissions clore cette plainte comme résolue.

Merci pour votre aide dans ce dossier.

Dear Veekey2026,

Unfortunately, we have been unable to locate the bank details previously provided in our system. We want to ensure your funds are processed as quickly as possible, so we have initiated a new email thread.

We have also tagged Matej, our Forum Representative, in the new correspondence to ensure full visibility and to help expedite the payment.

Please provide the requested information there so we can move forward with the transaction immediately.

Thank you for your patience and cooperation.

Best regards,

Spinsy Casino Team

Good morning,

I replied to your email and also attached a sample check.

Thank you for the follow-up.

Bonjour,

j’ai répondu à votre courriel en joignant aussi un spécimen de chèque.

merci du suivi

My bank (Desjardins) does not use IBAN.

If this still fails, please provide an alternative withdrawal method like Interac e-Transfer which is standard for Canadian customers.

Dear Veekey2026, as I was not sure how much of the above information has been personal, I have deleted it. For the future reference, please, any personal or banking details should be only provided via e-mail communication directly with the casino. Public forums like this are permanently being crawled by hackers and scambots, and such information could be easily stolen and misused for fraudulent purposes. Thank you for your understanding.

Dear Spinsy Casino, please let us know once the refund has been transferred on your end, or if there are any further issues with its processing. Thank you.

Dear Matej,

Unfortunately, we have been unable to locate the bank details previously provided by the player within our system. To ensure we can resolve this matter as quickly as possible, could you please send their complete banking details directly to our dedicated complaints team?

They can reach us at: complaints@spinsy.com

Thank you for your assistance and cooperation in this matter.

Best regards,

Spinsy Casino Team

Hi

I have already emailed my complete banking information and my official void cheque to complaints@spinsy.com 3 times since last week. A certified void cheque has all the correct information for a Canadian transfer.

If their system is "unable to locate" or process standard Canadian banking details (SWIFT, Transit, Folio), it is a technical issue on their end. My account is closed and self-excluded, so they cannot hold my 2,040 CAD.

The details are in their inbox. If their system cannot process a standard wire, they need to offer an alternative like Interac.

Dear Spinsy Casino, can you please check the mailbox once again, alongside with the spam box?

Dear Veekey2026, while waiting for the casino to reply, you can send the banking detail to complaints@spinsy.com once again, CCing me into the chain (matej.l@casino.guru) so I can confirm the message has been sent and received. I know it's infuriating, but hopefully this time it all works and we can move otwards the closure of this complaint a tad faster. Thank you.

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.

Dear Veekey2026,

We hope you are well.

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the refund. 

Once the refund has been successfully processed, we will notify you immediately.

Kind regards,

Spinsy Casino Team

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

Dear Veekey2026,

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,

Matej