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