Spinanga Casino - Spinanga Failure to process repeated self exclusion requests

Dear @Sarahsyh78,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Dear AskGamblers Complaint Team,

Thank you for accepting my complaint.

Following your request, I have carefully calculated the total amount of deposits made after my initial self-exclusion request dated December 31, 2025.

Based on the deposit history available directly in my Spinanga player account, the total amount of deposits made from December 31, 2025 until March 1, 2026 is:

3,410 EUR

This amount has been calculated using the official transaction/deposit history displayed in my account on the casino website.
Please let me know if you require any additional supporting documentation or screenshots of the deposit history.

Kind regards,

Hello,

I would like to provide an update regarding my complaint.

As of today, I still have not received any response from the casino, including regarding the requests I sent on March 1st.

Each day when I contact customer support through live chat, I am asked again to send an email requesting self-exclusion.
First I was asked to contact suppor­t@s­pin­ang­a.com, and later I was asked to send the request to [email protected], even though I have already sent several emails regarding this request.
I also confirm that my request for the refund of deposits made after my self-exclusion request dated December 31, 2025 remains valid.

Since my account is still accessible despite my repeated requests for self-exclusion due to gambling addiction, I unfortunately remain exposed to the risk of relapse.

Kind regards.

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.

Dear Askgamblers,

We are currently looking into this matter and will provide an update as soon as possible.

Kind Regards,
Spinanga Team

Following my initial self-exclusion request on December 31, I sent another request on March 1 as I had received no response and my account was still active. Despite these repeated requests, no action has been taken and my account remains accessible.

Allowing a player who has clearly requested self-exclusion due to gambling addiction to continue accessing their account and depositing is very concerning and irresponsible.

I hope this matter will be carefully reviewed and resolved fairly after your investigation.

Kind regards,
Sarah

Dear Sarahsyh78,

We would like to inform you that we have not received any email on December 31, 2025 or March 1, 2026. We have already shared the relevant evidence to the @AskGamblers via email. As these screenshots contain internal system information, our company policy prohibits public disclosure.

We want to confirm that we received the initial correspondence regarding a gambling addiction on March 5, 2026. This matter is documented under reference number #45842294.

Furthermore, we wish to bring to your attention to the following aspects of the General Terms and Conditions, which you acknowledged upon the creation of your account on our website:

- 3.8 :- Self-exclusion request: you can contact the customer service via e-mail: suppor­t@S­pin­ang­a.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.


We would also want to inform that whenever an email is sent to our support - the customer always receives a confirmation email with the "reference number". Therefore, we kindly suggest you to also share the reference number for the December 31, 2025, email which you were referring to, so we can check and help further accordingly.

We are looking forward to your update.

Kind regards,
Spinanga Casino team.

Dear Spinanga Team,

I would like to clarify several points regarding your response.

First of all, my initial self-exclusion request was sent on December 31, 2025, as shown in the screenshot I have already provided. This email clearly requested the immediate and permanent closure of my account due to gambling addiction. I also have proof that this email was sent.

Additionally, there is a contradiction in your statement regarding the dates. You mentioned that the first correspondence concerning gambling addiction was received on March 5, 2026. However, as shown in the screenshot I have just shared, I sent a follow-up email on March 1, 2026, which clearly referred to my original self-exclusion request from December 31, 2025.

This indicates that at least two emails sent before March 5 were not registered in your system.

Therefore, I kindly ask you to review this matter again while taking into account the evidence already provided.

I kindly ask you to review this matter again while taking into account the evidence already provided. I also want to make it clear that I have no objection to the evidence remaining public for transparency.

Translation of the email sent on March 1

« Hello,

I am following up on my self-exclusion request sent on December 31, 2025, in which I requested the immediate and permanent closure of my account due to gambling addiction.

As I have not received any confirmation to date, and in accordance with the instructions provided by your customer support chat, I am sending this official follow-up »

Kind regards,

Sarah

AskGamblers Team,

I would like to emphasize that I acted in good faith by clearly requesting self-exclusion due to gambling addiction. My intention was to protect myself and stop gambling on your platform.

I have provided evidence showing that my requests were sent to your official support email address. If there was any technical or internal issue that prevented these emails from being registered in your system, this should not invalidate the fact that these requests were made.

I respectfully ask the AskGamblers team to take into account that a player who clearly requested self-exclusion due to gambling addiction should have had their account restricted immediately, in accordance with responsible gambling principles.

I would also like to clarify the timeline of events.

After my initial self-exclusion request sent on December 31, 2025, I sent a follow-up email on March 1, 2026 because my account was still active and I had not received any response.

Despite this follow-up, my account was not closed until March 11, 2026. This means that my account remained accessible for several additional days.

The casino states that the first contact regarding gambling addiction occurred on March 5. This is incorrect. As shown in the evidence already provided, my first request was sent on December 31, followed by another email on March 1.

Furthermore, during this period I had to contact the live chat multiple times, and I was repeatedly instructed to send another self-exclusion request, as if none of my previous emails had been received.

For these reasons, I maintain my request for a refund of the deposits made after my initial self-exclusion request on December 31, for which I have already provided proof that the email was sent.

Kind regards,

Sarah

For finish :

I would also like to address the reference made to clause 3.8 of your Terms and Conditions.

This clause refers to situations where a player may hold or open additional accounts after requesting self-exclusion, and states that the company cannot be held responsible for losses occurring on other accounts.

However, this clause does not apply to my situation. I have never opened or used any additional accounts on your platform. My complaint concerns only one account and a self-exclusion request that was sent to your official support email address.

Therefore, the issue here is not related to multiple accounts, but rather to the handling of my self-exclusion request and the fact that my account remained accessible for several days after my requests.

For this reason, I respectfully maintain my request for a refund of the deposits made after my initial self-exclusion request.

Dear @Sarahsyh78,

Please do attach to the thread as pdf file, original exclusion request email sent to the casino on December 31st, and also please attach same email's original form which may be found once you open three dots feature on the right side within the email, and click on ''show original '' ( please download it and attach it as well ).

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.

Should you fail to update your complaint within the specified timeframes, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body instead.

Thanks in advance for your cooperation.

Hello,

Please find attached the PDF of the email I sent on December 31, 2025. This document was generated directly from Gmail.

As you can see, the message clearly shows the sending date, the email address used (my registered email address), as well as the official support email address of the casino.

The content of the message also clearly demonstrates that I submitted an explicit request for immediate self-exclusion due to gambling addiction.

Please let me know if any additional information is required.

Kind regards,
Sarah

Dear @Sarahsyh78,

The AskGamblers Complaint Team kindly asks you to reatach the files again, since they were not uploaded. Each file should not be larger than 1mb.

Thanks for cooperating with the AskGamblers Complaint Team.

Hello,

Apologies, I am now attaching the requested document.

Kind regards,

Sarah

Please find attached the PDF of the email I sent on December 31, 2025 requesting immediate self-exclusion.

Kind regards,

Sarah

Hello,

Apologies for the confusion. I initially uploaded the wrong email headers.

I sent two emails regarding my self-exclusion request. The first one did not receive any confirmation, which is why I sent a second email where I added the word “immediate” to emphasize the urgency of my request.

I am now attaching the correct email headers corresponding to the message sent to the casino support.

Thank you for your understanding.

Kind regards,

Sarah

Dear Sarahsyh78,

Please be advised that whenever an email is sent to our support team, a confirmation email containing a reference number is automatically generated and sent to the customer.

To assist you further, please provide the reference numbers associated with your emails from December 31, 2025, and March 1, 2025. Once we have this information, we will be able to locate the correspondence and address your request.

We look forward to your update.

Kind regards,
Spinanga Casino team.

Dear Spinanga Team and AskGamblers Team,

I would like to formally address the statements made by the casino regarding the timeline of my self-exclusion request.

The casino claims that the first contact regarding my gambling addiction occurred on March 5. However, this statement is not consistent with the evidence and the timeline of events.

First, I have proof that my email sent on March 1 was successfully delivered to the casino’s official support address. This alone shows that the casino was already contacted before March 5.

Second, I also had contact with the casino on February 7. Therefore, the statement that there was no contact before March 5 is clearly not coherent with the history of my communications with the casino.

In addition, the email sent on March 1 was not my first request, but a follow-up to my original self-exclusion request sent on December 31. I sent this follow-up because I had received no response to my initial request.

I have already provided documentation showing that the December 31 email was sent from my registered email address to the casino’s official support contact. The absence of an automatic ticket or confirmation does not invalidate the fact that the request was sent. During my communications with the casino’s support team, I contacted them several times, including through live chat, without always receiving an automatic ticket or confirmation.

It is therefore difficult to reconcile the casino’s statement that there was no contact before March 5 with the fact that I had already contacted them on February 7 and again on March 1, and that I also made several attempts through live chat support.

For these reasons, I respectfully submit that there appears to be a problem or inconsistency in the casino’s records or handling of my case, and I ask that the full timeline and all evidence already provided be carefully considered.

Kind regards,
Sarah

Dear all,

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

Dear @Sarahsyh78,

The AskGamblers Complaint Team is kindly asking you to assist the Spinanga Casino team further and send the required a valid reference number for the December 31, 2025, email.

Please keep in mind 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, therefore please make sure to attach the needed info, same as you attached it for February and March emails.

Should you do not comply, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Dear AskGamblers Team,

Thank you for your response.

I would like to clarify and emphasize several key points regarding this matter.

First, I have already provided evidence that my email dated December 31 was properly sent to the casino’s official support address. This demonstrates that there were no technical issues on my side and that I took all necessary steps to request self-exclusion.

The absence of a reference number cannot reasonably invalidate this evidence, as it does not prove that the email was not received. Technical issues such as spam filtering or internal processing failures on the operator’s side may prevent proper registration of incoming emails.

More importantly, I would like to stress that regardless of whether a ticket was generated or not, the casino never responded to any of my communications.

This includes:
- my contact on February 7
- my follow-up email on March 1 (which has been confirmed as delivered)
- and my further contact on March 5

Despite these repeated attempts, I received no response at any stage. Even when I can demonstrate that my message was successfully delivered, the casino still failed to act or reply.

My follow-up email of March 1 explicitly referred to my initial self-exclusion request of December 31, yet no action was taken. I was ultimately forced to contact the casino again on March 5, and my account was only closed on March 11.

This clearly shows a consistent failure by the operator to respond to a self-exclusion request related to gambling addiction, regardless of the presence or absence of a ticket.

In addition, I would like to point out that the casino has not provided clear and transparent information regarding its regulatory authority or an accessible independent dispute resolution body. This makes it difficult for players to seek proper escalation outside of this mediation.

In conclusion, I have fulfilled my responsibility by sending my request and following up multiple times. The lack of response from the casino, even when messages were demonstrably delivered, raises serious concerns about how my communications were handled.

I respectfully ask that this case be assessed based on the full context, including the evidence provided, the consistency of my actions, and the operator’s repeated failure to respond.

Kind regards,
Sarah

Dear AskGamblers Team,

I would like to point out that, after reviewing the casino’s terms and conditions, there is no mention anywhere that a confirmation ticket or reference number is automatically generated or required after sending an email to their support.

There is no stated obligation indicating that an email must be accompanied by a ticket in order to be considered received or processed.

Therefore, the absence of a reference number cannot reasonably be used as proof that my email was not delivered.

Kind regards,
Sarah

Dear @Sarahsyh78,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed deposits possible made after March 1st.

In addition do note that reference number email is being sent by the ticketing system, once the email is being forwarded to their address, such as you received back for emails from February and March. Kindly provide the same for December email as requested.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Dear AskGamblers Team,

Thank you for your message.

I confirm that I did not make any deposits after March 1.

However, I would like to emphasize that the key issue in this case is the casino’s complete failure to respond to any of my communications.

Regardless of whether a reference number or ticket was generated or not, the fact remains that I never received any response from the casino to any of my emails.

This includes:
- my email sent on December 11, 2025
- my self-exclusion request sent on December 31
- my follow-up email on March 1 (which has been proven as successfully delivered)
- and my additional contact on March 5

Despite all these attempts, I did not receive a single reply at any stage.

Even in the case where it is clearly demonstrated that my email of March 1 was received, the casino still failed to respond or take action until March 11.

Furthermore, I would like to clearly state that regardless of whether a ticket or reference number was created, my request was properly made from my side. A player cannot be held responsible for whether a confirmation ticket is generated or whether an email is properly registered within the casino’s internal systems.

The fact that I also sent an email on December 11, 2025, for which I did not receive any ticket or response, clearly demonstrates that the absence of a reference number is not unusual and cannot be used as proof that my emails were not received.

Additionally, I would like to point out an important inconsistency in the casino’s statements. Initially, they claimed that my first contact occurred on March 5, which is clearly incorrect based on the evidence I have provided.

This contradiction shows that the casino’s internal records are not fully reliable. Therefore, their claim that no email was received or no ticket exists cannot be considered as definitive proof.

Therefore, I fulfilled my responsibility by contacting the casino multiple times and clearly requesting self-exclusion due to gambling addiction.

The casino, on the other hand, failed to respond, failed to act, and allowed my account to remain accessible for an extended period of time.

For these reasons, I respectfully request that my case be considered from my initial self-exclusion request dated December 31, rather than being limited to March 1.

I kindly ask that this case be assessed based on the full timeline, the inconsistencies in the casino’s statements, and the operator’s failure to respond and act appropriately.

Finally, I would respectfully add that, based on the available information, it cannot be established with certainty that the casino systematically generates a reference number for every email sent. This is further supported by the fact that the casino previously claimed that my first contact occurred on March 5, whereas in reality I had already contacted them on December 11. This demonstrates that their internal records are not fully accurate, and therefore the absence of a reference number should not be considered as conclusive evidence.

Kind regards,
Sarah

I would like to clarify that the absence of a reference number or confirmation ticket cannot be considered as proof that my email was not sent or delivered.

I have provided evidence that my emails were properly sent, and I therefore fulfilled my responsibility as a player by submitting my request.

Furthermore, regardless of whether a ticket was generated or not, the casino did not respond to any of my communications. The only action taken by the casino was the closure of my account, which occurred without any prior response or communication.

It is also important to note that this action only occurred after I submitted this complaint. Had I not filed this complaint, it is very likely that my account would have remained active, as all my previous attempts to contact the casino were ignored.

This demonstrates that the issue is not related to the existence of a ticket, but rather to the casino’s failure to respond to my requests and act in a timely manner.

Therefore, the argument based on the absence of a reference number should be considered invalid, as I have clearly demonstrated that my emails were sent and that no response was ever provided.

Kind regards,
Sarah