Failure to honor indefinite Self Exclusion and request for reimbursement

I have reviewed my email history and identified further evidence of repeated requests for account closure following disclosures of problematic gambling. I am attaching screenshots of the relevant correspondence, including dates, times, and email addresses.

1. Original request for indefinite self-exclusion – 17 December 2025

On 17 December 2025, I emailed [email protected] with the subject "Self Exclusion".

"Please exclude my account indefinitely; I feel my gambling has become a problem. Please close my account ASAP."

This was an explicit request for indefinite self-exclusion because I recognised that my gambling had become problematic.

I subsequently had access to gambling services through Spinanga.

I am requesting clarification of whether my original exclusion was implemented, whether it was subsequently removed, and the circumstances under which I was permitted to gamble again.

2. Second request following disclosure of gambling addiction – 24 July 2026

On 24 July 2026, at approximately 7:16 am New Zealand time, I again contacted suppor­t@s­pin­ang­a.com.

"I have a gambling addiction and require you to close my account immediately and delete it ASAP."

This was another explicit disclosure of a gambling problem, accompanied by a request for immediate account closure.

I have searched my Gmail correspondence and found no email response from Spinanga to this request.

3. Subsequent instruction to keep the account open – 7 August 2026

On 7 August 2026, at approximately 10:26 pm New Zealand time, I replied to the same email conversation:

"Actually, hold off on closing my account. I want it to remain open"

This was approximately 14 days and 15 hours after my request for immediate closure on 24 July 2026.

I wish to disclose this correspondence transparently. However, I believe an important question remains: what action did Spinanga take during the approximately two weeks between my explicit disclosure of gambling addiction and my subsequent change of instructions?

If my account remained accessible throughout that period, I would like Spinanga to explain why immediate protective restrictions were not implemented following my original request.

I also ask whether Spinanga was permitted under its applicable responsible-gambling policies to disregard or reverse an exclusion request made by a customer who had explicitly disclosed gambling addiction.

My subsequent change of instructions should not automatically resolve any failure to act on my earlier request.

I recognise that the answer depends on the applicable rules and the actual account history, which I have requested from the casino.

4. Third request for indefinite closure – 21 August 2026

On 21 August 2026, I again emailed Spinanga requesting indefinite account closure.

"Please close my account indefinitely and immediately. I have a gambling problem, and there is no way for me to close the account myself"

This was my third documented email identifying problematic gambling and requesting account closure or self-exclusion. I specifically informed Spinanga that I could not close the account myself. I have found no email response from Spinanga to this request in my Gmail records.

I believe this repeated disclosure is particularly relevant when considering how Spinanga subsequently handled my account.

5. Further account closure request and retention offer – 21 October 2026

On 21 October 2026, I contacted Spinanga through its live-chat support service and requested that my account be closed. Following this conversation, I received an email from Spinanga Support with the subject "before closure." Rather than simply proceeding with my closure request, Spinanga offered me a €35 no-deposit bonus and additional incentives on future deposits. This occurred despite my previous written disclosures of gambling problems and gambling addiction on 17 December 2025, 24 July 2026, and 21 August 2026.

I initially replied, accepting the offer. However, I did not receive the advertised bonus and subsequently declined the offer through live chat, reiterating my request for account closure. I am disclosing my initial acceptance to ensure that this complaint accurately reflects the correspondence.

My concern is that promotional incentives were offered in response to an account closure request from a customer who had repeatedly disclosed problematic gambling.

I respectfully request that Spinanga provide the complete live-chat transcripts from 21 October 2026, together with an explanation of why a retention offer was considered appropriate in these circumstances.

I also request confirmation of whether my account was subsequently closed or excluded, and the date on which any restriction took effect.

6. Outstanding request for financial and account records

On 22 October 2026 (New Zealand time), I submitted a formal request to Spinanga for my complete account records. The casino acknowledged this request under reference number 57708824.I requested:

Complete deposit and withdrawal history.

Records of account closures and self-exclusions.

Dates and details of any account reactivations.

Responsible-gambling restrictions and changes to those restrictions.

Relevant customer-service correspondence and live-chat transcripts.

I followed up on 28 October 2026, specifically requesting an itemised transaction history and a calculation of net losses beginning 17 December 2025. At the time of this submission, I have not received the requested records.

These records are necessary to establish exactly what occurred following my exclusion requests and to determine the extent of any financial losses incurred during periods when my account should have been restricted.

7. Difficulty obtaining the transaction evidence requested by AskGamblers

I understand that AskGamblers requires evidence establishing financial losses. Unfortunately, I cannot currently access my historical casino transactions without reactivating my Spinanga account.

Given that I repeatedly disclosed gambling problems and requested indefinite self-exclusion, I do not consider reactivating the account an appropriate or safe way to obtain this information.

I am deliberately avoiding reactivation to maintain protection against further gambling. I have instead requested the records directly from Spinanga.

I respectfully ask AskGamblers to consider this difficulty when assessing the supporting evidence.

My preliminary estimate is that I deposited between NZ$5,000 and NZ$15,000 after my original December 2025 request. However, this is not a verified figure, and I do not claim that the entire amount represents net losses or is necessarily recoverable. I am seeking the transaction records required to establish the actual financial position.

I would appreciate AskGamblers' assistance in obtaining these records or confirmation of what alternative evidence would be acceptable without requiring me to reactivate an account from which I have requested self-exclusion.

8. Requested investigation and resolution

I respectfully request that Spinanga provide a documented explanation of the following:

Whether my self-exclusion request of 17 December 2025 was implemented and, if so, when.

Whether any subsequent reactivation occurred, when it occurred, and what authorised it.

What action was taken following my explicit gambling-addiction disclosure on 24 July 2026.

Whether my account remained accessible between 24 July and 7 August 2026, and whether gambling transactions occurred during that period.

Whether my 7 August 2026 request to keep the account open was consistent with the casino's applicable responsible-gambling procedures.

What action was taken following my renewed indefinite closure request on 21 August 2026.

Why promotional incentives were offered in October 2026 in response to an account closure request, despite my previous disclosures of problematic gambling.

Whether my account was subsequently closed or excluded following my October 2026 live-chat conversations.

My complete deposit and withdrawal history, including an accurate calculation of net losses during the relevant periods.

Copies of the relevant live-chat transcripts, responsible-gambling records and account restriction history.

9. Requested financial resolution

I am seeking reimbursement of any verified net gambling losses incurred during periods when my account should have remained excluded under the applicable rules and policies.

I am not asking AskGamblers to assume that my allegations are proven or that my estimated deposits represent recoverable losses.

I am asking for a fair investigation into the handling of repeated, documented disclosures of gambling problems and requests for self-exclusion.

If Spinanga can demonstrate that the relevant restrictions were implemented appropriately, I would like the supporting records and explanation.

If the records establish that gambling was permitted during periods when my account should have been excluded, I request reimbursement of the resulting eligible net losses.

I also request that my account remain closed and excluded. I do not consent to account reactivation or further gambling promotions.

10. Supporting evidence

I am providing screenshots of the following correspondence:

17 December 2025 – Original indefinite self-exclusion request.

24 July 2026 – Explicit gambling-addiction disclosure and immediate closure request and 7 August 2026 – Subsequent instruction to keep the account open.

21 August 2026 – Renewed gambling-problem disclosure and indefinite closure request.

21 October 2026 – Spinanga's retention offer following my live-chat closure request.

22 October 2026 – Formal request for account records.

28 October 2026 – Follow-up requesting financial and exclusion records.

I respectfully ask AskGamblers to consider accepting this complaint with the attached correspondence while the casino's financial records remain outstanding, or to advise what alternative evidence would be acceptable.

Thank you for your time and consideration.