Spinsy Casino - La cuenta del jugador ha sido cerrada.

Hello, I am filing a complaint against Spinsy casino due to a gross violation of responsible gaming and self-exclusion rules.

On April 10th, you reported your gambling addiction to them and requested a permanent account freeze. The casino ignored my request, left the account open, or later illegally reopened it and sent me promotional materials. As a result of this failure of the casino's protection mechanisms, I lost approximately CZK 27,000 on the account after that date. The casino must prove the exact amount of deposits after April 10th from its transaction history, to which it has now blocked my access.

Now my account is blocked again, but the casino completely ignores my repeated requests for a refund (return) of all deposits that it allowed me to make after reporting my addiction. Chat support is deliberately delaying communication. I am asking for help in obtaining a refund due. I am attaching all evidence (screenshots of emails with the date of the blocking request). It is limited, so I am only adding the essentials about the request and confirmation of self-exclusion and then evidence of payments after it. Unfortunately, I do not know the exact amount of spending, but of course I am requesting a refund of all funds that were deposited after self-exclusion.

Dobrý den, podávám stížnost na kasino Spinsy z důvodu hrubého porušení pravidel zodpovědného hraní a sebevyloučení.

Dne 10. dubna jsi jim prokazatelně nahlásila hráčskou závislost a požádala o trvalé zablokování účtu. Kasino moji žádost ignorovalo, účet nechalo otevřený, nebo ho později protizákonně znovu zpřístupnilo a posílalo mi propagační materiály. V důsledku tohoto selhání ochranných mechanismů kasina jsem po tomto datu na účtu prohrála přibližně 27 000 Kč. Přesnou sumu vkladů po 10. dubnu musí kasino doložit ze své transakční historie, ke které mi nyní zablokovalo přístup.

Nyní je můj účet opět zablokován, avšak kasino zcela ignoruje mé opakované žádosti o refundaci (vrácení) veškerých vkladů, které mi umožnilo provést po nahlášení závislosti. Podpora na chatu komunikaci záměrně zdržuje. Žádám o pomoc při získání dlužné refundace. Všechny důkazy (screenshoty e-mailů s datem žádosti o blokaci) přikládám v příloze. Je limitovaný tak přidávám jen podstatné o žádosti a potvrzení sebevyloučení a poté i důkazy plateb po něm. Bohužel přesnou částku útraty neznám, ale samozřejmně žádám o vrácení všech prostředků které byli vloženy po sebevyloučení.

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 Spinsy 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 on April 10th? 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?

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

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

Dear Gabir,

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,

Tomas