Spinanga Casino

Responsible Gambling Account issue and Refund request

Von LouNz

vor 2 Monaten

I am submitting a complaint regarding Spinanga Casino. In 2024, I requested the permanent closure of my account due to gambling addiction (self-exclusion). However, my request was not applied, and my account remained active, allowing me to deposit and gamble again.
As a result, I have lost approximatively €12,000 after my self-exclusion request. I also have been in contact with the casino support regarding a refund, but my case has been open for over 3 months with no resolution.
I am requesting:
Immediate permanent closure of my account
A full review of all deposits made after my self-exclusion request
Refund of deposits made after the self-exclusion request

They have all my following documents ( original mail from april 2024 , screen ... )

This situation is a serious violation of responsible gambling obligations, and I would appreciate your assistance in resolving it.
Kind regards,

Unseriöses Casino Spinanga Casino

Grund Sonstiges

Betrag €6835

Diskussion

AskGamblers

• Support Team

vor 3 Wochen

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

LouNz

vor 3 Wochen

Dear AskGamblers Team,

I confirm that I have received the payment of 6,835 EUR from Spinanga Casino.

The issue is now resolved.

Thank you for your assistance throughout this process.

Kind regards,
Yohann

Spinanga Casino

• Representative

vor 3 Wochen

Dear LouNz,

We have received your bank details and they have been forwarded to the relevant department to proceed with the refund request.

We believe we should be able to provide you with an update at the earliest as possible.

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

Kind regards,
Spinanga team.

LouNz

vor 4 Wochen

Dear AskGamblers Team,

Thank you for your assistance throughout this case.

I acknowledge and accept Spinanga Casino’s proposal to refund the amount of 6,835 EUR as a resolution to this complaint.

Before proceeding, I kindly ask for your confirmation of this agreement and to ensure that the payment process is handled securely and in accordance with your procedures.

Please also confirm once the payment has been successfully completed so that the complaint can be considered resolved.

Kind regards,
Yohann

Spinanga Casino Beschwerde-Statistik

Gelöst 61 / 68

Durchschn. Betrag $1,246

Durchschn. Dauer 6 Tage

Durchschn. Antwortzeit 2 Tage

Spinanga Casino Beschwerden

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Auszahlungen seit 1 Monat ausstehend

Am 05., 06. und 11. Juli 2025 habe ich bei Spinanga Casino jeweils eine Auszahlung von 500 CHF beantragt (insgesamt 1’500 CHF).
Bis heute, mehr als einen Monat später, ist kein Betrag eingegangen.

Ich habe am 04. August 2025 den Support kontaktiert. Am selben Tag erhielt ich die Rückmeldung, dass meine Auszahlungen aufgrund eines hohen Transaktionsvolumens verzögert seien und „mit höchster Priorität“ bearbeitet würden.
Heute, am 11. August 2025, habe ich erneut nachgefragt und um Bestätigung gebeten, dass die Auszahlung noch pendent ist – bislang ohne konkrete Antwort oder Termin.

Trotz der Zusage vom 04. August ist bisher keine Zahlung erfolgt.

Ich bitte AskGamblers um Unterstützung, damit Spinanga den Betrag von 1’500 CHF umgehend auszahlt.

Ungelöst

CHF1,500

Auszahlung dauert sehr sehr lange

Ich warte seit 2 wochen auf eine Auszaglung von 1500

Ich wurde noch nicht aufgefordert mein Konto zu verifizieren ... der support meinte ist nicht nötig im moment aber ich bekomme trotzdem keine auszahlung ich weiss langsam nicht mehr was machen.

Ich habe emails geschickt und fast jeden Tag dem kundensupport immer wird man vetröstet

Ungelöst

€1,500

Auszahlung verzoergert sich zu lange

In den abg des casinos steht, dass eine auszahlung maximal 3 werktage dauert.

Es ist jetzt schon 1 woche rum und der support von der seite vertröstet mich nur immer wieder.

Ich habe schon gesehen, dass sich sehr viele leute bei askgamblers beschwert haben und zum teil nie eine auszahlung erhalten haben.

Gelöst

€230

Seit 14.06 steht meine Auszahlung

Seit 14.06 steht meine Auszahlung.

Bank wurde verifiziert.

Ausweis wurde verifiziert und auch der Adressnachweis.

Am 9.06 habe ich mit paysafecard eingezahlt so das sie den Transaktionsverlauf wollen , immer wieder wird dies abgelehnt.

Also es scheitert an der Verifizierung weil es immer wieder abgelehnt wird und ich weiß nicht mehr weiter ich schicke es immer wieder und es wird mir nicht gesagt warum es abgelehnt wird.

Ungelöst

€2,300

Abhebungen

Sehr geehrte Damen und Herren!

Hiermit möchte ich mich an Ihnen wenden bzgl der Verzögerung der Auszahlung.

Ich habe am 20.03.2024 eine von drei Auszahlungen getätigt

Erste Auszahlung beantragt 20.03.2024

Zweite Auszahlung 21.03.2024

Dritte Auszahlung 22.03.2024

Und ich warte jetzt schon knapp 1 Monat auf die Auszahlung.

Habe im Live Chat immer wieder gefragt was mit meiner Auszahlung ist und immer kommen die gleichen Worte mit zb ist in der Endphase oder es verzögert sich usw usw usw.

Dann ist mir gesagt worden ich müsste mich verifizieren aber mein Spielerkonto zeigt mir an ich müsste mich nicht verifizieren, dennoch habe ich die Unterlagen an [email protected]

Diese E Mail habe ich am 07.04.2023 gesendet.

Ich habe bis jetzt noch immer keine Antwort bekommen oder sonst was.

Habe auch Screenshots vom Live Chat gemacht was die mir geschrieben haben als Beweise das mir gesagt wurde ich bekomme das Geld, es wird sich jemanden melden usw. Aber es ist nichts passiert.

Ich hoffe und bitte euch vielmals mir bitte zu helfen diese Auszahlung zum Abschluss zu bringen.

Meine email Adresse wäre: xxxxxx

Ich würde Sie bitten mir zu helfen und mich dann per Mail zu antworten.

Ich danke Ihnen und verbleibe

Mit freundlichen Grüßen

Ungelöst

€1,500

Delayed withdrawals and account restrictions EUR10000 unpaid

Dear Askgamblers,

I am submitting this complaint regarding Spinanga Casino due to ongoing withdrawal delays and the closure of my account.

I currently have around €10,000 in my balance, which I have been trying to withdraw. My withdrawal requests have been pending for a long time without any proper explanation or update.

Recently, Spinanga also closed my account, which means I no longer have access to my balance or the ability to withdraw my funds.

I want to point out the following:

* I completed all requested verification checks and followed the casino’s Terms & Conditions
* I have not been given a clear reason for the delays or for closing my account

I have tried several times to solve this issue with Spinanga support, but nothing has changed and I still cannot access my money.

I am requesting AskGamblers’ assistance with the following:

* A full review of my case
* Access to my account and balance restored, or at minimum access to withdraw my funds
* Processing of my pending withdrawals and payment of my remaining balance of approximately €10,000
* A proper explanation for the account closure and withdrawal delays

I cannot provide screenshots of my balance or withdrawal requests as I am locked out of my account.

I would appreciate AskGamblers’ help in resolving this matter, as I have been unable to reach a solution directly with the casino.

65h übrig

€10,000

Account was reopened a year after my self exclusion

After a rough period last year I decided to close my account due to losing to much money, i was feeling addicted, after a year or so I suddenly started getting promotional mails again from this casino. I started playing again even though this never shouldve been possible due to the nature of my self exclusion. After contacting the support they replied quickly until it came to the part where I asked why my account was reopened, I have not gotten an email back since then, Iwill be sending through all proof through attachments if needed.

Gelöst

€670

I want refund of my losses because the account wasn't closed

Hello,

I have repeatedly requested the closure of my Spinanga account.

I have lost thousands of euros because they haven't closed it.

Furthermore, they sent me a VIP invitation promising winnings at VIPHive. I lost an additional €2,500 on top of the €2,000 I lost at Spinanga.

I am ruined and hold you responsible. I demand a refund of my losses for taking advantage of your vulnerability.

I have since purchased Stop Gambling software, which is helping me.

Sincerely

Gelöst

€1,311

Spear collection

Spear collection collected all ten cards. Only progress shows 2/10 Spinanga contacted about this issue but it’s about one month the problem has not been solved, this is the reason I am writing a complaint about.

Multiple times asking and writing mails always get an answer about the department solving this issue for updates but I have not received it.

Gelöst

Self exclusion ignored for 8 months and 14772 kr lost after repeated closure requests

I am filing this complaint against Spinanga Casino for repeatedly failing to honour my self-exclusion and account closure requests, resulting in continued financial losses over a period of more than 8 months.

Timeline of events:

On 11 August 2025 at 01:09, I emailed [email protected] requesting permanent account closure. I stated clearly: "I want you to permanently close my account." When asked why, I replied: "I dont want to play on this site anymore, have lost enough." I followed up the same morning asking again for closure. No confirmation of closure was ever provided.

On 1 October 2025, I again requested self-exclusion and permanent closure (referenced in subsequent emails).

On 13 December 2025, I emailed again noting that despite multiple requests since August, the account was still active. I warned that allowing continued deposits after a closure request breached their responsible gambling obligations, and stated I would pursue a formal dispute through my bank if the issue was not resolved.

On 22 December 2025, I sent a formal self-exclusion request, explicitly requesting: (1) permanent account closure, (2) self-exclusion from all gambling services, and (3) removal of my personal data from marketing. Spinanga asked me to confirm I understood my balance would be voided. I confirmed. At 23:31 on 22 December, Spinanga confirmed the account was closed.

On 23 December 2025, in a separate email thread, Spinanga (Sami) also confirmed account closure.

Despite TWO written confirmations of closure, on 19 March 2026, Spinanga sent me a VIP promotional email from "Jorge," offering me a 50% deposit bonus and assigning me a "personal assistant." When I replied that I had self-excluded and demanded they stop contacting me, Jorge responded dismissively and it became clear my account had NOT actually been closed. Jorge's only response was "We work on it."

As of today (17 April 2026), my Spinanga account remains active with a balance of 0.90 kr. I can still log in and view my transaction history.

Financial losses:

My payment history shows completed deposits totalling approximately 14,772.73 kr (NOK) made after my first closure request on 11 August 2025, across 31 transactions:

- 11.08.2025 (after closure request): 600 kr
- 11-13.12.2025: 9,165 kr (16 deposits via Apple Pay, Visa, Mastercard, Cash)
- 13-17.04.2026: 5,007.73 kr (14 deposits via USDT ERC20 and Cash)

Evidence attached:

1. Email thread from 11.08.2025 showing initial closure request and follow-ups (6 emails)
2. Email thread from 22.12.2025 showing formal self-exclusion request and two confirmations of closure
3. Email thread from 19.03.2026 showing VIP promotional email sent to a self-excluded player, and Spinanga's admission the account was not closed
4. Screenshot of full payment history from Spinanga showing all deposits from 11.08.2025 to 17.04.2026, with the account still active
5. Detailed deposit list with all transaction IDs, dates, and amounts

What I am requesting:

A full refund of all deposits made after my first account closure request on 11 August 2025, totalling approximately 14,772.73 kr (NOK). These deposits should never have been possible. Spinanga had a clear obligation to close my account upon request and failed to do so despite multiple requests over 8 months, two written confirmations of closure, and a formal self-exclusion request citing responsible gambling concerns.

I also request that my account be permanently and verifiably closed, and that all marketing communications cease immediately.

Ungelöst

kr14,773