Complaint #2 Spinfin Casino

Casino Failed to Block Account After Addiction Disclosure

By Paulina M.

1 month ago

Dear AskGamblers Team,

I would like to file a formal complaint against Spinfin Casino regarding a serious breach of responsible gambling practices.

On 23.04.2026, I contacted the casino and clearly requested an immediate, permanent self-exclusion. In my message, I explicitly stated that I have a gambling addiction problem and needed my account to be blocked without delay.

According to responsible gambling standards, my request should have been processed immediately, and my account should have been closed at once.

However, instead of protecting me, the casino acted in a completely inappropriate and irresponsible manner.

A VIP Account Manager replied to me and did not apply the self-exclusion. Instead, he encouraged me to continue gambling by suggesting that I should wait until Monday to receive a 10% cashback, so I could “fully benefit” from it.

This is unacceptable.

At a moment when I clearly stated I was struggling with addiction, instead of helping me, the casino encouraged me to continue gambling. This was a direct exploitation of my vulnerable state.

As a result of this message, during a moment of weakness, I made additional deposits, which would never have happened if my account had been properly blocked as requested.

I want to emphasize:

* I clearly informed the casino about my gambling problem.
* I explicitly requested immediate self-exclusion.
* The casino failed to act on this request.
* Instead, they used a promotional incentive (cashback) to keep me playing.
* This directly led to further financial losses.

I believe this is a serious violation of responsible gambling obligations and player protection principles.

Therefore, I am requesting:

* A full refund of all deposits made after my self-exclusion request on 23.04.2026
* A confirmation that my account has been permanently closed

I can provide all necessary evidence, including:

* My original self-exclusion request
* The casino’s response encouraging me to wait for cashback
* Proof of deposits made after this interaction

This situation has caused me significant distress, and I feel that my vulnerability was knowingly exploited.

I kindly ask AskGamblers to review this case and assist me in reaching a fair resolution.

Sincerely,
Paulina

Disputed Casino Spinfin Casino

Reason Self-exclusion

Amount zł3000

Discussion

Paulina_12345

2 weeks ago

would like to add that for several weeks the casino has continuously refused to provide me with the official ADR entity and regulatory authority details despite my repeated requests. These requests have been ignored multiple times, which is making escalation of my complaint unnecessarily difficult.

I was repeatedly assured that the company wanted to reach a “positive resolution,” however no actual proposal or concrete solution has ever been provided.

Additionally, one of the casino’s live chat representatives admitted that the cashback situation should not have happened. Despite this, I continue receiving only vague responses stating that the matter is “under review.”

At this stage, I feel that my complaint is not being handled transparently or professionally.

AskGamblers

• Support Team

2 weeks ago

Dear all,

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

AskGamblers

• Support Team

1 month ago

Dear Spinfin 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.

Paulina_12345

1 month ago

I would like to add that my account is still active and I am currently able to make deposits.

This is extremely concerning, as I clearly requested self-exclusion due to gambling addiction. Despite this, my account has not been blocked and remains fully accessible.

I kindly request the casino to immediately restrict and permanently close my account without any further delay.

It is not acceptable that, after explicitly stating my addiction problem, I am still able to deposit and continue gambling. This situation is very serious and requires urgent action.

Spinfin Casino Complaint Stats

Resolved 0 / 2

Avg. Amount $409

Avg. Complaint Duration 5 days

Avg. Response Time 3 days

Spinfin Casino Complaints

See all complaints for this casino

Breach of responsible gambling practices and player protection

Dear AskGamblers Team,

I am writing to you to file a formal complaint against Spinfin Casino regarding a very serious breach of responsible gambling practices and player protection.

On 20.04.2026, I contacted the casino via email and clearly requested an immediate, permanent self-exclusion. In my message, I explicitly stated that I am struggling with a gambling addiction and needed my account to be closed and blocked without any delay.

According to all international responsible gambling standards and regulations, a request where a player explicitly mentions addiction must be processed immediately to protect the player from further harm.

Instead of protecting me in a vulnerable moment, the casino acted in a completely irresponsible and unacceptable manner. A VIP Account Manager replied to my email, but completely ignored my self-exclusion request. Instead of closing the account, he actively encouraged me to continue gambling by suggesting that I should wait until Monday to receive a 10% cashback bonus so I could "fully benefit" from it.

As a direct result of this predatory behavior, I suffered multiple moments of weakness over the following weeks. Because my account was kept open unlawfully, I ended up making numerous additional deposits. None of these financial losses would have occurred if the casino had fulfilled its legal and ethical duty to block my account immediately back in April.

In fact, the casino refused to take any proper action until today, 21.05.2026. My account was only finally closed today because I explicitly threatened to report their severe regulatory breaches to both the UK Gambling Commission and the Costa Rica Gambling Authorities. It is unacceptable that it required a legal threat for them to respect a self-exclusion request based on addiction.

Key Points of the Breach:
Clear Notification: I explicitly informed the casino about my gambling problem.

Direct Request: I requested immediate, permanent self-exclusion on 20.04.2026.

Failure to Act: The casino failed to close my account, leaving it open for a full month and ignoring my vulnerability.

Exploitation: The casino used a promotional incentive (10% cashback) to keep an admitted gambling addict playing.

Forced Action: The account was only closed today, 21.05.2026, after I threatened to report them to gaming authorities (UKGC and Costa Rica).

This situation has caused me immense distress, and I feel that my vulnerability was knowingly and systematically exploited for financial gain.

Therefore, I am requesting:

1 A full refund of all deposits made after my explicit self-exclusion request on 20.04.2026 up until the closure today. I have made numerous deposits during this past month and require a full audit of my account history to calculate the exact total amount.

2 A formal confirmation that my account has now been permanently and irreversibly closed due to gambling addiction.

I have and can provide evidence to support my claim, including:
My original email from 20.04.2026 stating my gambling problem and requesting closure.

The casino's response offering cashback instead of blocking the account.

Correspondence from today (21.05.2026) regarding the regulatory threats and the subsequent account closure.

Bank/payment statements showing the extensive history of deposits made after the self-exclusion request.

I kindly ask the AskGamblers team to review my case and assist me in reaching a fair and just resolution.
Sincerely,

Unresolved