Complaint #140 Spinanga Casino

Account closure delayed

By Tim V.

1 month ago

I am writing to make a formal complaint regarding Spinanga’s handling of my request for permanent self-exclusion due to gambling addiction and the losses I incurred after I had clearly disclosed my gambling problem.

On 14 July 2026 at 17:56, I explicitly requested to “self exclude permanently due to a gambling addiction.” Despite this, my account remained active, allowing me to continue gambling and incur further losses. The losses after that day are 1144 euros. I sent emails several times and from several different emails. I also posted a message about it on their live chat. I attached all the emails below. I also attached the deposit history.

Once a customer discloses a gambling addiction or requests self-exclusion, licensed operators are required to take immediate action to prevent further gambling.

I believe Spinanga failed to meet its responsible gambling obligations. My request was clear and unambiguous, and the delay in applying my self-exclusion directly contributed to my losses. I therefore request a full refund of all deposits and losses incurred after my self-exclusion request on 14 July 2026, together with written confirmation that my account has been permanently closed.

Disputed Casino Spinanga Casino

Reason Self-exclusion

Amount €1144

Discussion

AskGamblers

• Support Team

1 month ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

T.A

• Finland

1 month ago

Dear both,

Thank you Askgamblers and Spinanga, I received the refund. You can close the complaint.

Spinanga Casino

• Representative

1 month ago

Dear everyone,

thank you for your patience.

We just wanted to do a quick follow-up on the forum as well.

We have reached out to the player privately via email asking for bank details, which they provided. The refund of 1144 EUR was completed and sent from our side earlier today. It should take about 3 to 5 business days for the amount to be reflect on bank account.

Should you have any additional questions or need assistance, please do not hesitate to ask.

Kind regards,
Spinanga Team

T.A

• Finland

1 month ago

Thank you! I sent the details via email.

Spinanga Casino Complaint Stats

Resolved 74 / 80

Avg. Amount $1,393

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Spinanga Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 56 out of 60 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Spinanga Casino Complaints

See all complaints for this casino

Withdrawal is stuck in verification for over 8 days

Hello AskGamblers team,

Thank you very much for providing this invaluable mediation service to players. I am turning to you today to seek your assistance regarding an unresolved issue with Spinanga.

I requested a withdrawal of €50.00 in Litecoin on September 4, 2026. To this day, more than 8 days later, the transaction remains completely frozen at Step 2 ("Verification in progress") without any justification or updates from their support team, despite multiple follow-ups on my end.

I have fully complied with all platform requirements, and such an extended delay for a crypto payout is entirely unjustified. I kindly ask for your intervention to help me compel Spinanga to process and release my funds.

Transaction ID: 1e065fa3-b04b-4a38-afe5-7faca9ff854f

Thank you sincerely for your time, professionalism, and invaluable help.

Allan

Resolved

€50

Cant login to my account and they dont answer my emails

I had 2382€ on site and now i cant login i have tried change password and it dont work and chat cant help me and i have sent them email about this and now they are not awnsering anymore i have only waited 6 days from last email from them

So I need help from you askgamblers to make them pay what they owe me.

5h left

€2,382

Spears collection reward not given

Hey, I've completed the collection named 'Spears' which gives a reward of 1,250Kč.

The problem is that the system only shows 2/10.

I have been asking live support for my reward a long time and they only tell me that it is being investigated by the relevant department, without any clear explanation.

I request the correction of my reward at your earliest convenience. Thank you

Resolved

Kč1,250

Failure to close account due to gambling problem

I am seeking a refund of deposits accepted by Spinanga after I repeatedly requested permanent closure/self-exclusion of my account because of a gambling problem.
I have made multiple requests for my account to be permanently closed, dating back to 2025. In my communications I explicitly stated that I have a gambling problem and that I needed the account permanently closed so that I could no longer access it. On one occasion, Spinanga responded asking why I wanted my account closed. I replied explicitly that it was because I have a gambling problem, but my account remained accessible.
On 2 June 2025 I again wrote to Spinanga stating: “I need to permanently close my account. I have asked twice before but it hasn't been closed. I don't want to even be able to access it ever again because I have a gambling problem and I need this casino to close the account so I can never log in again.”
Despite these repeated and unequivocal requests, my account was not permanently closed or self-excluded. I continued to have access to the casino and was able to make substantial further deposits. I subsequently made further requests for closure, including again explicitly stating that I had a gambling problem, but the account continued to remain accessible.
I have now reviewed and preserved Spinanga's own payment history, together with my email correspondence. Based on the transaction records I have documented so far, approximately NZD $20,000 in credited deposits were accepted during the relevant period after my requests for permanent closure/self-exclusion. There are several attempted withdrawals shown in the history, but these are marked Cancelled and were not paid to me.
I have attempted to resolve this issue directly with Spinanga on multiple occasions over an extended period. I have again contacted Spinanga directly regarding this matter, but given the repeated previous failure to action my responsible-gambling requests, I am now seeking assistance from AskGamblers.
I am requesting that Spinanga review the account from the date of my earliest documented gambling-problem/self-exclusion request and refund all deposits accepted after the point at which my account should have been permanently excluded, less any withdrawals that Spinanga can demonstrate were actually completed and paid to me.
I have retained screenshots of the casino's transaction history showing dates, amounts, transaction IDs, payment methods and transaction statuses, as well as copies of my emails requesting permanent closure because of my gambling problem. I can provide the complete evidence set as required.

73h left

$5,000

Severe processing delay

Dear AskGamblers Complaints Team and Spinanga

I am submitting a complaint regarding an ongoing and unresolved withdrawal issue with Spinanga Casino.

I have been an active user on this platform for 2 years. My account is fully verified (KYC complete), and I requested the payout using the exact same debit/credit card that I used to make my deposits.

Timeline of Events:

Sunday (Initial Request): I requested a withdrawal of 350EUR. According to the casino’s terms, this should have been processed within 3–5 business days (by Wednesday).

Wednesday (Cancellation & Promise): On Wednesday, without any prior notice, reason, or explanation, the casino canceled my withdrawal and marked it as "failed." I immediately contacted Live Chat, where the agent assured me that if I resubmitted the request, it would receive top priority. I resubmitted the withdrawal on the same day (Wednesday).

Current Situation: Since Wednesday, there has been zero progress. Live Chat repeatedly provides vague automated responses, claiming the transaction is "in its final stage," but no concrete information or proof of dispatch has been provided.

Even if the funds are processed now, they will only arrive next week, which far exceeds the advertised 3–5 business day handling timeframe. I urgently needed these funds by Wednesday, and the casino's unjustified cancellation caused me significant inconvenience.

I would like to emphasize that I have successfully completed dozens of withdrawals to this exact same bank card in the past without a single issue or complaint. I was genuinely counting on this money by Wednesday, and this unexpected, unjustified delay has caused me significant financial inconvenience and hardship.

Immediate processing and approval of my pending withdrawal.

Fair compensation for the unjustified cancellation, broken promises regarding payment prioritization, and the severe delay despite my 2-year loyalty as an active customer.

I hope the AskGamblers team can help resolve this matter and hold Spinanga Casino accountable for their delay and broken promises.

Thank you for your assistance.

Resolved

€350

Spears collection missing reward

Hello AskGamblers and Spinanga Casino

I’m making a complaint regarding the €100 reward for the Spears collection.

The collection was completed several weeks ago, and I reported the issue to support at that time. However, after waiting since then, the problem still appears to be unresolved.

The screenshots below show that my collection progress is incorrectly displayed as 7/10, even though all of the required cards were collected. As a result, the €100 reward has not been credited.

I understand that these issues can take some time to investigate, but I would appreciate an update on the current status and confirmation that the reward will be processed.

Thank you for this space dear AskGamblers team.

Resolved

€100

Helmets collection

Hello;

2 months ago, I completed the “Helmets” collection which gives the reward of 50EUR.

It's also been those 2 months since I contacted them and though I've tried to be patient, there's no official update until now, proof is below showing that customer support is not fixing the problem and the status incorrectly being shown as 2/10 cards collected.

I am sure they will fix the problem soon, thanks.

Resolved

€50

Delays with withdrawal again

Hi Ask Gamblers,

Once again I´m facing issues with Spinanga casino. My latest withdrawal request has now been pending unit last friday 24th, at least 3 working days. They explain they are very busy, however this seems to be something that repeatedly happens.

Not a topic maybe but this seems to be happening in each of this brand casinos, Casinia, Malina and Ally Spin.

BR,

Jari

Resolved

$455

Withdrawal delayed for over a week

Complaint Regarding Delayed Withdrawal at Spinanga Casino

Approximately one week ago, I submitted a €500 withdrawal request at Spinanga Casino using Zimpler, which was the same payment method I had used to make my deposit.

However, my first withdrawal request was cancelled by the casino without any clear explanation. After the cancellation, I noticed that Zimpler had been removed as an available withdrawal method. As a result, I had no choice but to submit a new withdrawal request via bank transfer.

Throughout both withdrawal requests, I have contacted the casino's customer support several times, as well as my assigned VIP Manager, to ask why my withdrawal has not been processed. Each time, I have only received a generic response telling me to wait. No one has been able to explain the reason for the delay, provide an estimated processing time, or tell me whether there is any issue with my withdrawal.

My account does not require identity verification, and I have not been asked to provide any additional documents. I am also a VIP Level 3 player, so I expected my withdrawal to be processed within the timeframes stated by the casino.

I find it very concerning that my first withdrawal request was cancelled because the withdrawal method I had previously used was no longer available, and that my second withdrawal request has also remained unprocessed without any clear explanation. This raises concerns that withdrawals may be intentionally delayed without a legitimate reason.

I respectfully request that Spinanga Casino process my withdrawal without further delay or provide a clear written explanation of what is preventing the withdrawal from being processed and when I can realistically expect to receive my funds.

I hope this matter can be resolved promptly and fairly without the need for any further action.

Resolved

€500

619 EUR locked since May unable to log in and no communication

I have 619 EUR locked in my account, and after several weeks, I still don't know why.

From 27.5.2026 on, I noticed I am unable to place any bets, either sports or casino. Also, I was unable to place deposits or withdrawals. Then, a few days later was unable to log in; it says "under review". Sent e-mail.

Got just a general reply on 28.5. I waited. On 22.6, I sent an email - no reply. On 26.6 sent another mail - no reply. On 6.7 sent another mail - still no reply.

Resolved

€500