Complaint #100 Spinanga Casino

Spinanga Failure to process repeated self exclusion requests

By Sarahsyh78

5 months ago

On December 31, 2025, I sent a formal email requesting self-exclusion due to gambling addiction and immediate permanent closure of my account. I received no response and my account remained accessible.

After December 31, 2025, I continued receiving promotional offers despite my self-exclusion request.

On February 7, 2026, I sent another email regarding a different matter. I received no response to that email either.
On March 1, 2026, I contacted live chat to ask about the status of my December 31 request. The live chat agent apologized for the lack of response and instructed me to send a new email request, which I did.

On March 2, 2026, I contacted live chat again to request an update. I was informed that the issue would be escalated to the relevant department and that I should wait.

On March 3, 2026, I contacted live chat again regarding the closure of my account. I was informed that the issue would be escalated again and that I needed to send another email requesting self-exclusion, which I did.
All these actions relate exclusively to the same self-exclusion request due to addiction. As of today, my account remains accessible and no written confirmation of permanent closure has been provided.

This situation has occurred multiple times through both email and live chat, without any definitive resolution being provided.
The fact that my account remains accessible despite repeated self-exclusion requests due to addiction is becoming increasingly concerning and distressing, as it leaves me continuously exposed despite clearly expressing my need for protection.

Disputed Casino Spinanga Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

4 months ago

Dear all,

After a careful review and consideration of all the information, details and/or proofs presented by parties during the complaints process, AskGamblers Complaint Team reached to the conclusion that Spinanga Casino management acted in accordance with the procedures given their Responsible Gaming policy, once problem gambling was mentioned in March 2026, and the account ended up as closed. Due to the fact that player can not prove without any doubt that initial self exclusion email had been sent out in December 2025, we as mediators only, can not support that kind of claim.

Based on the above, AskGamblers Complaint Team consider this case as Resolved and it is now officially closed. And while we understand this might not be the outcome expected by the complainant, we would like to remind that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Sarahsyh78

• 1 reviews

4 months ago

Dear AskGamblers Team,

I would also like to respectfully point out that the evidence provided by the casino is based solely on their internal records, which they control and selectively disclose.

In this context, it cannot be excluded that certain communications may not be reflected in the data they have chosen to present. Therefore, such records should not be considered as fully comprehensive or definitive.

On the other hand, I have provided independent evidence confirming that my emails were properly sent from my side.

For this reason, I kindly ask that due consideration be given to the proof of sending I have submitted, and that the assessment of this case not rely exclusively on the operator’s internal data.

Kind regards,
Sarah

Sarahsyh78

• 1 reviews

4 months ago

Dear AskGamblers Team,

I would like to strongly challenge the position presented by the casino, as several key elements clearly demonstrate inconsistencies and failures on their side.

First, the casino has already provided contradictory statements regarding the timeline. Initially, they claimed that my first contact occurred on March 5, which is incorrect. They now state that the first contact was on March 1. This inconsistency alone raises serious concerns about the reliability of their internal records.

Furthermore, I would like to highlight that I also contacted the casino as early as December 11, for which, once again, they claim to have no record. This shows a clear pattern: whenever a communication is inconvenient for their position, they simply state that no record exists.

Regarding the ticket or reference number, I must emphasize that nowhere in the casino’s Terms and Conditions is it stated that a confirmation ticket is mandatory for an email to be considered received or valid. Therefore, the absence of a ticket cannot reasonably be used to deny the existence of my requests.

In addition, the casino itself states in its terms that responses may take up to 10 days. However, in my case, they never responded at all to my requests — neither to my initial request of December 31, nor to my follow-ups, nor even to my later communications. The only action taken was the closure of my account, and this only happened after I filed this complaint.

This clearly demonstrates that the issue is not whether my emails were sent or received, but rather that the casino failed to properly handle and respond to multiple requests related to gambling addiction.

I have provided evidence that my self-exclusion request was sent on December 31. From that moment, I acted in good faith and fulfilled my responsibility as a player. Any internal failure, technical issue, or lack of record on the casino’s side cannot be used against me.

It is also important to underline that the casino appears to be minimizing the situation by shifting the timeline and relying solely on internal data, which has already proven to be inconsistent.

For all these reasons, I respectfully request that my self-exclusion be considered effective from December 31, 2025, and that my claim for a refund of deposits made after that date be fully taken into account.

It is highly concerning that the casino claims to have no record of my emails sent on December 31, yet suddenly acknowledges receiving my message on March 1 — precisely when I had already stopped depositing.

This raises serious doubts about the reliability and completeness of their records, and strongly suggests that the timeline is being selectively interpreted to minimize their responsibility.

Kind regards,
Sarah

Spinanga Casino

• Representative

4 months ago

Dear AskGamblers team.

Based on the player's recent correspondence, she has confirmed that she did not receive a reference number for the email she claims to have sent on December 31, 2025. Furthermore, she has stated that no deposit attempts were made after March 1, 2026.

Regarding the player's assertion that the lack of a confirmation / reference ticket does not prove her email was undelivered, we maintain that our systems show no record of any communication from her on December 31, 2025. We only received her email on March 1, 2026.

All relevant evidence supporting our position was submitted to the AskGamblers team via email on March 18, 2026.

Given that no prior communication was received and no subsequent deposits were made, we believe we are not liable for a refund in this instance.

Thank you for your attention to this matter.

Kind regards,
Spinanga Casino team.

Spinanga Casino Complaint Stats

Resolved 69 / 75

Avg. Amount $1,473

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Spinanga Casino Complaints

See all complaints for this casino

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.

69h left

€100

Account closure delayed

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.

Resolved

€1,144

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.

81h left

€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

My manual withdrawal has been pending for too long

I would like to file a complaint about this site. At first, their support was responsive, but now they no longer reply. They asked me to provide my bank details so they could process a manual withdrawal of the remaining funds in my account because my account was placed under review. I provided my bank details last June, but since then, they have not responded to any of my emails.

Is there anything you can do to help me with this situation? This site has been extremely problematic when it comes to withdrawals. My first withdrawal took almost three months to process, and they kept giving different reasons for the delay. After I finally managed to withdraw once, I tried to withdraw my remaining funds, but they locked my account for review. They later emailed me saying that I could claim my remaining funds through a manual withdrawal if I provided my bank details. However, after I sent my bank details, they stopped responding to all of my emails and messages.

I sincerely hope you can help me resolve this issue.

Resolved

₱100,000

Delayed payment for 6 days

Hello AG Team, today I fill this complaint against Spinanga Casino for delaying my withdrawal for 6 bussiness days.

This is my last choice since I have been contacting them for days now without receiving a clear answer of what is happening. Only messages are "You are the highest priority" "We will let you know by email once it's paid" and other meaningless statements. This payment is really important with me and I consider it disrespectful from Spinanga to play around with their customers' time like this. Especially when they claim that the payments will be made no later than three (3) bussiness days.

I expect my payment to be made at your earliest convenience, thank you.

56h left

€1,000

Withdrawal not paid for one week

Good morning @Askgamblers,