Spinanga Casino - Responsible Gambling Account issue and Refund request

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.

Hello everyone!

Dear @LouNz,

We are deeply sorry for this circumstance. In order to check the matter thoroughly with our relevant team, could you kindly provide us your registered e-mail to our casino?

Thank you so much for your cooperation.

Best regards,
Spinanga Team

Dear Spinanga Team,

Thank you for your response.

My registered email address is: [email protected]

Please let me know if you need any additional information.

Kind regards

Dear Spinanga Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind 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.

Dear LouNz,

We regret to learn about your situation.   

We would like to inform you that we are currently investigating this matter in response to your concerns.

We will make every effort to provide you with an update at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it.

Best regards,  
Spinanga casino team.

Dear Spinanga Team,

Thank you for your reply.

I would like to clarify that my complaint is based on the fact that I requested a permanent self-exclusion due to gambling issues, but my account was later reopened without my request or consent.

Additionally, my account is currently still active, and it was reopened with a bonus available, which should not happen following a responsible gambling self-exclusion.

I kindly ask you to review this matter carefully, especially regarding your responsible gambling obligations.

I remain available if you need any further information.

Best regards,
Yohann

Dear LouNz,

We sincerely apologies for any inconvenience that may have caused.

We kindly ask for your continued patience as we await an update from the relevant department regarding your request.

Please be assured that we are working to ensure compliance with all necessary protocols. We are making every effort to resolve this matter as expediently as possible.

We sincerely appreciate your patience during this time. Thank you for your understanding.

Kind regards,
Spinanga casino team.

Dear Spinanga Team,

Thank you for your update.

I understand that you are currently awaiting feedback from the relevant department, and I appreciate your efforts in handling this matter.

I will await your detailed response.

Kind regards,
Yohann

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.

Thanks in advance for your cooperation.

Dear LouNz,

Regrettably, we are still awaiting an update from the relevant team, and the status of this case remains under investigation.

We expect to provide you with a substantive update at the earliest as possible.

We sincerely appreciate your patience during this time. Thank you for your understanding.

Kind regards,
Spinanga Casino team.

Dear Spinanga Team,

Thank you for your update.

However, I would like to highlight that while my case is still under investigation, my account appears to remain active. I am also still receiving promotional emails from your casino, including VIP invitations encouraging me to continue playing.

I have attached a recent example as evidence.

Given that my original request was for permanent self-exclusion due to responsible gambling concerns, this situation is particularly concerning.

I kindly ask you to clarify how this aligns with your responsible gambling policies.

I look forward to your detailed response.

Kind regards,
Yohann

Mail translation :
VIPHive
Private VIP Invitation
Welcome to the most exclusive casino community
👉 ACCEPT NOW
Dear YOHANN MORIN,
You have been selected to join our VIP casino, a private circle reserved for a few privileged members.
Welcome to a new dimension of gaming, with exclusive advantages now available to you.
📩 Capture 3
Your VIP Benefits
350% up to €15,000
Welcome package
€45,000 in rewards
Guaranteed exclusive VIP rewards
Up to 25% cashback
24/7
Personal account manager

Dear LouNz,

We have completed a review of your account following your claim regarding a closure request submitted in April 2024.

Our records indicate that no further closure requests were received via email following your April 2024 correspondence until January 26, 2026. Consequently, your account was closed on January 28, 2026.

We note that between April 2024, and January 2026, you remained in frequent contact with your VIP Manager but did not disclose a gambling problem or request an account closure via email, even once during that period.

While your account was closed in January 2026, a technical update resulted in the unintended reopening of several accounts, including yours, on February 27, 2026. We received your email on February 28, 2026, and the account was subsequently closed on March 20, 2026, following an internal processing delay.

Based on these findings, our liability is limited to refunding deposits made after the initial closure date of January 28, 2026.

Please understand that maintaining a safe gambling environment is a shared responsibility. After April 2024, and prior to January 2026, there was no documented reminder of a gambling problem, and the decision to continue wagering remained at your discretion.

We trust that this information will assist in clarifying the matter for you.

Our team extends its best wishes for your future endeavors.

Kind regards,
Spinanga Casino team.

Dear Spinanga Team,

Thank you for your detailed response.

However, I must respectfully disagree with your conclusions.

In April 2024, I clearly requested a permanent self-exclusion due to gambling problems. According to responsible gambling regulations, such a request must be treated as final and irreversible, and it is the operator’s responsibility to enforce it properly.

Given the nature of gambling addiction, a self-exclusion request should not require repeated reminders from the player, and it is the operator’s duty to act upon the initial request.

The fact that I was able to continue gambling after this request represents a failure to apply responsible gambling measures.

Additionally, you have confirmed that my account was reopened due to a technical issue in February 2026. During that time, my account was active, I had access to bonuses, and I was receiving promotional and VIP emails encouraging further gambling. I have already provided evidence of this.

Furthermore, I would like to point out that despite your statement that my account was closed on March 20, 2026, I received a VIP promotional email on March 26, 2026 (screen in earliest reply). This raises serious concerns about whether my account was actually closed and whether responsible gambling measures were properly enforced.

This situation further demonstrates that my self-exclusion was not properly enforced.

Therefore, I kindly ask you to reconsider your position and conduct a full review of all activity and deposits made after my initial self-exclusion request in April 2024.

I remain available for any further information.

Kind regards,
Yohann

Furthermore, I would like to clarify that your statement claiming no further contact between April 2024 and January 2026 is incorrect.

In December 2025, I sent a formal notice reminding you of my self-exclusion request from April 2024 and explicitly referring to my gambling problem. I have already provided a screenshot of this communication.

This demonstrates that I did follow up on my request and that my situation was clearly communicated, yet no appropriate action was taken.

Mail translation:
Hello, I am writing to remind you that I sent you a formal notice on December 7, 2024, regarding the continued closure of my account despite my request in April 2024 and my reported gambling problem. To date, I have received no response, which constitutes a serious breach of your obligations to protect players. Please be advised that the case has now been forwarded to the regulator and that your lack of cooperation will be added to the file. I request a response within 48 hours. Sincerely,

Dear LouNz,

We have completed a review of your account following your claim regarding a closure request submitted in April 2024.

Our records indicate that no further closure requests were received via email following your April 2024 correspondence until January 26, 2026. Consequently, your account was closed on January 28, 2026. We note that between April 2024 and January 2026, you remained in frequent contact with your VIP Manager but did not disclose a gambling problem or request an account closure during that period. This could easily be seen as you chose to play further.

While your account was closed in January, a technical update resulted in the unintended reopening of several accounts, including yours, on February 27, 2026. We received your email on February 28, 2026, and the account was subsequently closed on March 20, 2026, following an internal processing delay.

Based on these findings, our liability is limited to refunding deposits made after the initial closure date of January 28, 2026.

Please understand that maintaining a safe gambling environment is a shared responsibility. Prior to January 2026, there was no documented reminder of a gambling problem, and the decision to continue wagering remained at your discretion.

@AskGamblers. We look for forward to your update.

Kind regards,
Spinanga Casino team.

Dear AskGamblers and Spinanga Team,

I would like to highlight that despite Spinanga’s statement that my account has been closed, I am still receiving VIP promotional emails encouraging me to play.

I have just received another VIP invitation today, which I have attached as evidence.

Below is the translation of the email content:

Subject:
🐝 A private invitation just for you...
From: Spinanga
To: You
Date: Thursday, March 26 at 4:33 PM
VIPHive
Private VIP Invitation
Welcome to the most exclusive casino community
👉 ACCEPT NOW
Dear YOHANN MORIN,
You have been selected to join our VIP casino, a private circle reserved for a few privileged members.
Welcome to a new dimension of gaming, with exclusive advantages now available to you.
📩
Your VIP Benefits
350% up to €15,000
Welcome package
€45,000 in rewards
Guaranteed exclusive VIP rewards
Up to 25% cashback
24/7
Personal account manager
This is a personal and time-limited offer.
Click below to join.
👉 ACCEPT NOW

This clearly contradicts the claim that my account is closed and raises serious concerns regarding responsible gambling obligations.

Kind regards,
Yohann

Dear @LouNz,

AskGamblers Complaint Team is kindly asking you to confirm whether you have already submitted official complaint in front of the relevant regulatory body?

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Keep in mind that in case you fail to respond within the given time AskGamblers Complaint Team will have no other option but to reject this complaint upon your unwillingness to cooperate.

Thanks in advance.

Dear AskGamblers Complaint Team,
I have researched online to identify the relevant regulatory authority and was advised to contact the one I reached out to. However, I have not received any response and I am not sure if it was the correct authority.
I have attached screenshots of my attempts to contact them to demonstrate my efforts.
I am fully willing to cooperate and provide any additional information needed to support my complaint.
Thank you for your understanding.

Dear AskGamblers Complaint Team,

We are writing to follow up on the response we provided on April 7, 2026. We are still awaiting your update regarding this matter.

We would kindly request you to please provide a status update at your earliest convenience.

Kind regards,
Spinanga Casino team.

Dear AskGamblers Team,

I would like to confirm that the issue is not resolved.

I am still awaiting your review and further guidance regarding this complaint.

Kind regards,
Yohann