Spinanga Casino

Spinanga Failure to process repeated self exclusion requests

Von Sarahsyh78

vor 2 Monaten

On December 31, 2025, I sent a formal email requesting self-exclusion due to gambling addiction and immediate permanent closure of my account. I received no response and my account remained accessible.

After December 31, 2025, I continued receiving promotional offers despite my self-exclusion request.

On February 7, 2026, I sent another email regarding a different matter. I received no response to that email either.
On March 1, 2026, I contacted live chat to ask about the status of my December 31 request. The live chat agent apologized for the lack of response and instructed me to send a new email request, which I did.

On March 2, 2026, I contacted live chat again to request an update. I was informed that the issue would be escalated to the relevant department and that I should wait.

On March 3, 2026, I contacted live chat again regarding the closure of my account. I was informed that the issue would be escalated again and that I needed to send another email requesting self-exclusion, which I did.
All these actions relate exclusively to the same self-exclusion request due to addiction. As of today, my account remains accessible and no written confirmation of permanent closure has been provided.

This situation has occurred multiple times through both email and live chat, without any definitive resolution being provided.
The fact that my account remains accessible despite repeated self-exclusion requests due to addiction is becoming increasingly concerning and distressing, as it leaves me continuously exposed despite clearly expressing my need for protection.

Unseriöses Casino Spinanga Casino

Grund Kontolöschung

Betrag €3410

Diskussion

AskGamblers

• Support Team

vor 2 Monaten

Dear all,

After a careful review and consideration of all the information, details and/or proofs presented by parties during the complaints process, AskGamblers Complaint Team reached to the conclusion that Spinanga Casino management acted in accordance with the procedures given their Responsible Gaming policy, once problem gambling was mentioned in March 2026, and the account ended up as closed. Due to the fact that player can not prove without any doubt that initial self exclusion email had been sent out in December 2025, we as mediators only, can not support that kind of claim.

Based on the above, AskGamblers Complaint Team consider this case as Resolved and it is now officially closed. And while we understand this might not be the outcome expected by the complainant, we would like to remind that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Sarahsyh78

• 1 Bewertungen

vor 2 Monaten

Dear AskGamblers Team,

I would also like to respectfully point out that the evidence provided by the casino is based solely on their internal records, which they control and selectively disclose.

In this context, it cannot be excluded that certain communications may not be reflected in the data they have chosen to present. Therefore, such records should not be considered as fully comprehensive or definitive.

On the other hand, I have provided independent evidence confirming that my emails were properly sent from my side.

For this reason, I kindly ask that due consideration be given to the proof of sending I have submitted, and that the assessment of this case not rely exclusively on the operator’s internal data.

Kind regards,
Sarah

Sarahsyh78

• 1 Bewertungen

vor 2 Monaten

Dear AskGamblers Team,

I would like to strongly challenge the position presented by the casino, as several key elements clearly demonstrate inconsistencies and failures on their side.

First, the casino has already provided contradictory statements regarding the timeline. Initially, they claimed that my first contact occurred on March 5, which is incorrect. They now state that the first contact was on March 1. This inconsistency alone raises serious concerns about the reliability of their internal records.

Furthermore, I would like to highlight that I also contacted the casino as early as December 11, for which, once again, they claim to have no record. This shows a clear pattern: whenever a communication is inconvenient for their position, they simply state that no record exists.

Regarding the ticket or reference number, I must emphasize that nowhere in the casino’s Terms and Conditions is it stated that a confirmation ticket is mandatory for an email to be considered received or valid. Therefore, the absence of a ticket cannot reasonably be used to deny the existence of my requests.

In addition, the casino itself states in its terms that responses may take up to 10 days. However, in my case, they never responded at all to my requests — neither to my initial request of December 31, nor to my follow-ups, nor even to my later communications. The only action taken was the closure of my account, and this only happened after I filed this complaint.

This clearly demonstrates that the issue is not whether my emails were sent or received, but rather that the casino failed to properly handle and respond to multiple requests related to gambling addiction.

I have provided evidence that my self-exclusion request was sent on December 31. From that moment, I acted in good faith and fulfilled my responsibility as a player. Any internal failure, technical issue, or lack of record on the casino’s side cannot be used against me.

It is also important to underline that the casino appears to be minimizing the situation by shifting the timeline and relying solely on internal data, which has already proven to be inconsistent.

For all these reasons, I respectfully request that my self-exclusion be considered effective from December 31, 2025, and that my claim for a refund of deposits made after that date be fully taken into account.

It is highly concerning that the casino claims to have no record of my emails sent on December 31, yet suddenly acknowledges receiving my message on March 1 — precisely when I had already stopped depositing.

This raises serious doubts about the reliability and completeness of their records, and strongly suggests that the timeline is being selectively interpreted to minimize their responsibility.

Kind regards,
Sarah

Spinanga Casino

• Representative

vor 2 Monaten

Dear AskGamblers team.

Based on the player's recent correspondence, she has confirmed that she did not receive a reference number for the email she claims to have sent on December 31, 2025. Furthermore, she has stated that no deposit attempts were made after March 1, 2026.

Regarding the player's assertion that the lack of a confirmation / reference ticket does not prove her email was undelivered, we maintain that our systems show no record of any communication from her on December 31, 2025. We only received her email on March 1, 2026.

All relevant evidence supporting our position was submitted to the AskGamblers team via email on March 18, 2026.

Given that no prior communication was received and no subsequent deposits were made, we believe we are not liable for a refund in this instance.

Thank you for your attention to this matter.

Kind regards,
Spinanga Casino team.

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

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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.

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