Complaint #45 Spinanga Casino

Casino Collectibles missing 800EUR

By retek89

1 year ago

I reported an issue on Spinanga casino's customer support, I also provided proofs. They opened a claim about it but they didn't give me response for 4 days and they just telling me that every day they are working on the issue.

The case is the following:

I reported the problem because as a loyal customer of spinanga casino, I collected on 03.11.2025 (DD/MM/YYYY) all 10 collectibles from the "cloaks", for which they should give me a cash reward of EUR 800. When I redeemed the 10th "cloack", I received the 25 free spins bonus (I have proof of this and have sent it to SPinanga), but not the cash reward (800eur), and when I redeemed the 10th cloack, one of them went grey again due to a software problem, so I would have to redeem it again, even though I had already redeemed all the 10!

I always get a reply to my enquiries saying that they are working on it but I never get an answer to the question when they will inform me about the case and when they will pay me the backlog.

I have found a totally similar case to mine reported on AskGamblers:

https://www.askgamblers.com/casino-complaints/spinanga-casino-collections-funds-issue-not-resolved-after-month

I Immediately reported on the issue on the same day 03.11.2025 via the live chat of the customer support of spinanga, they told me that they opened a case on their support center and I would be updated. however i haven’t received any feedback till now and I haven’t received the opened case derails/history from Spinanga via email.

So I asked for the chat history about the reported issue from the customer support of Spinanga Casino in email, I’m attaching an email conversation about it, you will be able to see that I requested the updates of the opened case and also the chat history.

As you will be able to see, they answered me that it could take for a month to fulfill my request (also to get the chat history) which is nonsense.

In the email conversation after I submitted my request to get the updates and chat history, the customer claim switched from English (which I used) to Hungarian language. That’s why I attached the original conversation and a translated one too which was translated with the “deepl.com” AI translation website.

Disputed Casino Spinanga Casino

Reason Software glitch

Amount €800

Discussion

AskGamblers

• Support Team

9 months ago

Dear all,

As apparent from the Spinanga Casino’s latest post and the evidence presented, it is now clear that the player has submitted multiple complaints regarding the same issue. Therefore, we have no other choice but to Reject the complaint.

Spinanga Casino

• Representative

9 months ago

Hello All,

We would like to remind that this case was already resolved more details shared to @askgamblers via email.

Askgamblers resolved link : https://www.askgamblers.com/casino-complaints/spinanga-casino-collectibles-software-issue

We will be waiting for an update. Thank you in advance!

Kind regards,
Spinanga team.

AskGamblers

• Support Team

9 months ago

Dear all,

This complaint has been reopened as per Spinanga Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

1 year ago

Dear Spinanga Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Spinanga Casino Complaint Stats

Resolved 61 / 65

Avg. Amount $1,288

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Spinanga Casino Complaints

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I have a pending withdrawal on Spinanaga casino, originally from 21th May

Hi,

I have a pending withdrawal on Spinanaga casino, originally from 21th May. just 235 Eur, yet it was declined Monday 25 th May with no spesific reason. By renewed request up to 3 working days was informed, then withdrawal should be completed, By now not.

I´d like to continue playing there yet can i trust the platform ?

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Delayed withdrawals and account restrictions EUR10000 unpaid

Dear Askgamblers,

I am submitting this complaint regarding Spinanga Casino due to ongoing withdrawal delays and the closure of my account.

I currently have around €10,000 in my balance, which I have been trying to withdraw. My withdrawal requests have been pending for a long time without any proper explanation or update.

Recently, Spinanga also closed my account, which means I no longer have access to my balance or the ability to withdraw my funds.

I want to point out the following:

* I completed all requested verification checks and followed the casino’s Terms & Conditions
* I have not been given a clear reason for the delays or for closing my account

I have tried several times to solve this issue with Spinanga support, but nothing has changed and I still cannot access my money.

I am requesting AskGamblers’ assistance with the following:

* A full review of my case
* Access to my account and balance restored, or at minimum access to withdraw my funds
* Processing of my pending withdrawals and payment of my remaining balance of approximately €10,000
* A proper explanation for the account closure and withdrawal delays

I cannot provide screenshots of my balance or withdrawal requests as I am locked out of my account.

I would appreciate AskGamblers’ help in resolving this matter, as I have been unable to reach a solution directly with the casino.

Unresolved

€10,000

Account was reopened a year after my self exclusion

After a rough period last year I decided to close my account due to losing to much money, i was feeling addicted, after a year or so I suddenly started getting promotional mails again from this casino. I started playing again even though this never shouldve been possible due to the nature of my self exclusion. After contacting the support they replied quickly until it came to the part where I asked why my account was reopened, I have not gotten an email back since then, Iwill be sending through all proof through attachments if needed.

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I want refund of my losses because the account wasn't closed

Hello,

I have repeatedly requested the closure of my Spinanga account.

I have lost thousands of euros because they haven't closed it.

Furthermore, they sent me a VIP invitation promising winnings at VIPHive. I lost an additional €2,500 on top of the €2,000 I lost at Spinanga.

I am ruined and hold you responsible. I demand a refund of my losses for taking advantage of your vulnerability.

I have since purchased Stop Gambling software, which is helping me.

Sincerely

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Spear collection

Spear collection collected all ten cards. Only progress shows 2/10 Spinanga contacted about this issue but it’s about one month the problem has not been solved, this is the reason I am writing a complaint about.

Multiple times asking and writing mails always get an answer about the department solving this issue for updates but I have not received it.

Resolved

Self exclusion ignored for 8 months and 14772 kr lost after repeated closure requests

I am filing this complaint against Spinanga Casino for repeatedly failing to honour my self-exclusion and account closure requests, resulting in continued financial losses over a period of more than 8 months.

Timeline of events:

On 11 August 2025 at 01:09, I emailed [email protected] requesting permanent account closure. I stated clearly: "I want you to permanently close my account." When asked why, I replied: "I dont want to play on this site anymore, have lost enough." I followed up the same morning asking again for closure. No confirmation of closure was ever provided.

On 1 October 2025, I again requested self-exclusion and permanent closure (referenced in subsequent emails).

On 13 December 2025, I emailed again noting that despite multiple requests since August, the account was still active. I warned that allowing continued deposits after a closure request breached their responsible gambling obligations, and stated I would pursue a formal dispute through my bank if the issue was not resolved.

On 22 December 2025, I sent a formal self-exclusion request, explicitly requesting: (1) permanent account closure, (2) self-exclusion from all gambling services, and (3) removal of my personal data from marketing. Spinanga asked me to confirm I understood my balance would be voided. I confirmed. At 23:31 on 22 December, Spinanga confirmed the account was closed.

On 23 December 2025, in a separate email thread, Spinanga (Sami) also confirmed account closure.

Despite TWO written confirmations of closure, on 19 March 2026, Spinanga sent me a VIP promotional email from "Jorge," offering me a 50% deposit bonus and assigning me a "personal assistant." When I replied that I had self-excluded and demanded they stop contacting me, Jorge responded dismissively and it became clear my account had NOT actually been closed. Jorge's only response was "We work on it."

As of today (17 April 2026), my Spinanga account remains active with a balance of 0.90 kr. I can still log in and view my transaction history.

Financial losses:

My payment history shows completed deposits totalling approximately 14,772.73 kr (NOK) made after my first closure request on 11 August 2025, across 31 transactions:

- 11.08.2025 (after closure request): 600 kr
- 11-13.12.2025: 9,165 kr (16 deposits via Apple Pay, Visa, Mastercard, Cash)
- 13-17.04.2026: 5,007.73 kr (14 deposits via USDT ERC20 and Cash)

Evidence attached:

1. Email thread from 11.08.2025 showing initial closure request and follow-ups (6 emails)
2. Email thread from 22.12.2025 showing formal self-exclusion request and two confirmations of closure
3. Email thread from 19.03.2026 showing VIP promotional email sent to a self-excluded player, and Spinanga's admission the account was not closed
4. Screenshot of full payment history from Spinanga showing all deposits from 11.08.2025 to 17.04.2026, with the account still active
5. Detailed deposit list with all transaction IDs, dates, and amounts

What I am requesting:

A full refund of all deposits made after my first account closure request on 11 August 2025, totalling approximately 14,772.73 kr (NOK). These deposits should never have been possible. Spinanga had a clear obligation to close my account upon request and failed to do so despite multiple requests over 8 months, two written confirmations of closure, and a formal self-exclusion request citing responsible gambling concerns.

I also request that my account be permanently and verifiably closed, and that all marketing communications cease immediately.

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My withdrawal has been delayed for more than 5 days

Hello AskGamblers, today im making a complaint regarding a withdrawal that has been pending at Spinanga for more than 5 working days.

I understand that processing times can vary for several reasons in casinos, but this delay has already passed the usual time stated by the casino in their terms. I have contacted customer support a lot of times through live chat, but I haven't received any clear explanation. The responses are just repetitive and generic, simply stating that my withdrawal is being handled with the highest priority, but without a clear update

Since my account does not require any verification and there are no apparent issues on my side, and I have been unable to resolve it directly with the casino, I am submitting this complaint to reach a solution.

Thank you AskGamblers and Spinanga Casino for your attention.

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It’s been over a month since my account was closed, and I’ve had no access to it without any explanation.

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I had over $3,000 in my account, which is now gone.

I’m reaching out to AskGamblers today for help, since the site isn’t responding to me and hasn’t provided any explanation for the loss of my account and my balance.

Thank you for your help.

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Their Terms and Conditions state a 3-day processing time.

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I believe they are intentionally stalling the payment.

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10000KR pending and account under review

Hello there AskGamblers today I fill a complaint against Spinanga Casino for putting my account "Under review" when I had 2 withdrawals pending of 5000 KR each, they haven't explained anything, they haven't contacted me or anything. I ask for a resolution of what is happening with my account and what do you guys need from me in order to complete the withdrawals.

When I try to contact their Live Chat they told me that my account was closed without possibility of reopening, completely ignoring my questions regarding the withdrawals pending on my account.

I even offered them verifying my account with documents/ID, but they clearly refused. So I'm really lost and need your help.

Thanks AskGamblers for this space and I hope we can reach a solution with Spinanga.

Resolved