Exclusion request

Dear Sir or Madam,

I am writing to submit a formal complaint regarding Spinfin Casino’s repeated failure to process my permanent account closure and self-exclusion requests.

Since April 2026, I have contacted your support team on several occasions, clearly explaining that I was suffering from a gambling addiction and that I had completely lost control of my gambling behaviour.

In each of my emails, I explicitly requested the permanent closure of my account because I wanted to stop gambling completely. I made it absolutely clear that I did not want temporary restrictions, cooling-off periods, deposit limits, or any other alternative. My only request was for my account to be permanently closed so that I would no longer have any possibility of gambling.

I also explicitly warned your support team that if my account was not permanently closed despite my repeated requests, I would hold Spinfin responsible for any future losses because I knew I was no longer able to control my gambling.

Despite my repeated requests, despite informing you that I was addicted to gambling, financially vulnerable, and emotionally distressed, my account was never permanently closed.

Instead of respecting my wishes and fulfilling my request for permanent self-exclusion, your representatives repeatedly suggested alternative measures, encouraged me to continue playing, and offered me VIP bonuses, cashback offers, and promotional incentives. Even after I clearly refused these alternatives and insisted on permanent closure, my account remained fully accessible.

As a direct consequence, I continued gambling on your platform.

Since my first request for permanent closure on 14 April 2026, I deposited approximately €52,500, withdrew approximately €38,000, and suffered a net loss of approximately €14,500.

The consequences have been devastating.

Following my divorce, I fell into a severe gambling addiction during one of the most difficult periods of my life. I am now a single mother raising two children on my own. I am currently unemployed, I have exhausted my personal savings, and I have accumulated substantial debts and loans as a direct result of my gambling. My financial situation has become extremely difficult.

This is precisely why I repeatedly asked Spinfin for help by permanently closing my account. At no point did I ask for bonuses, promotions, cashback, or incentives to continue gambling. The only help I repeatedly requested was the permanent closure of my account so that I could stop gambling.

Instead of protecting a vulnerable customer who openly admitted to suffering from gambling addiction, Spinfin continued to encourage me to gamble by offering bonuses, VIP promotions, cashback rewards, and alternatives to permanent closure.

I would also like to point out that, on 23 March 2026, I voluntarily registered for self-exclusion from all licensed gambling operators in France. I am attaching the official confirmation of this exclusion to this complaint. This clearly demonstrates that my intention to stop gambling was genuine, serious, and consistent. I took every possible step to protect myself from gambling, and I expected Spinfin to respect my repeated requests in the same way.

Even today, I have once again requested the permanent closure of my account. Instead of simply respecting my request, I was once again offered another arrangement and additional bonuses rather than having my account permanently closed.

While preparing this complaint, I also found a number of public reviews from other players describing similar difficulties in obtaining permanent account closure despite repeated requests. I respectfully ask that this information be taken into consideration during your investigation.

I firmly believe that Spinfin failed to fulfil its responsible gambling obligations by ignoring my repeated requests for permanent self-exclusion despite being fully aware of my gambling addiction and my vulnerable personal and financial circumstances.

I respectfully request that Spinfin carefully review my case and consider reimbursing the losses I incurred after my initial request for permanent account closure and self-exclusion on 14 April 2026. I also request that my account be permanently closed without any further delay.

Please preserve all records relating to my account, including emails, live chat conversations, internal notes, responsible gambling assessments, VIP communications, bonus offers, and any other records concerning my account, as these documents may be required during the investigation of this complaint.

I have attached copies of my email correspondence as evidence of my repeated requests. I have also attached the official confirmation of my self-exclusion from licensed French gambling operators. I am able to provide my complete transaction history and any additional supporting documentation upon request.

I sincerely hope that this matter can be resolved fairly and amicably. However, given the seriousness of this situation and the significant financial losses I have suffered after my repeated requests for permanent self-exclusion were ignored, I reserve all of my legal rights. If necessary, I am prepared to seek independent legal advice and pursue this matter with the assistance of a lawyer.

I look forward to your prompt response.

Yours faithfully,

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