Beschwerde #3
Spinfin Casino
Breach of responsible gambling practices and player protection
vor 2 Wochen
Dear AskGamblers Team,
I am writing to you to file a formal complaint against Spinfin Casino regarding a very serious breach of responsible gambling practices and player protection.
On 20.04.2026, I contacted the casino via email and clearly requested an immediate, permanent self-exclusion. In my message, I explicitly stated that I am struggling with a gambling addiction and needed my account to be closed and blocked without any delay.
According to all international responsible gambling standards and regulations, a request where a player explicitly mentions addiction must be processed immediately to protect the player from further harm.
Instead of protecting me in a vulnerable moment, the casino acted in a completely irresponsible and unacceptable manner. A VIP Account Manager replied to my email, but completely ignored my self-exclusion request. Instead of closing the account, he actively encouraged me to continue gambling by suggesting that I should wait until Monday to receive a 10% cashback bonus so I could "fully benefit" from it.
As a direct result of this predatory behavior, I suffered multiple moments of weakness over the following weeks. Because my account was kept open unlawfully, I ended up making numerous additional deposits. None of these financial losses would have occurred if the casino had fulfilled its legal and ethical duty to block my account immediately back in April.
In fact, the casino refused to take any proper action until today, 21.05.2026. My account was only finally closed today because I explicitly threatened to report their severe regulatory breaches to both the UK Gambling Commission and the Costa Rica Gambling Authorities. It is unacceptable that it required a legal threat for them to respect a self-exclusion request based on addiction.
Key Points of the Breach:
Clear Notification: I explicitly informed the casino about my gambling problem.
Direct Request: I requested immediate, permanent self-exclusion on 20.04.2026.
Failure to Act: The casino failed to close my account, leaving it open for a full month and ignoring my vulnerability.
Exploitation: The casino used a promotional incentive (10% cashback) to keep an admitted gambling addict playing.
Forced Action: The account was only closed today, 21.05.2026, after I threatened to report them to gaming authorities (UKGC and Costa Rica).
This situation has caused me immense distress, and I feel that my vulnerability was knowingly and systematically exploited for financial gain.
Therefore, I am requesting:
1 A full refund of all deposits made after my explicit self-exclusion request on 20.04.2026 up until the closure today. I have made numerous deposits during this past month and require a full audit of my account history to calculate the exact total amount.
2 A formal confirmation that my account has now been permanently and irreversibly closed due to gambling addiction.
I have and can provide evidence to support my claim, including:
My original email from 20.04.2026 stating my gambling problem and requesting closure.
The casino's response offering cashback instead of blocking the account.
Correspondence from today (21.05.2026) regarding the regulatory threats and the subsequent account closure.
Bank/payment statements showing the extensive history of deposits made after the self-exclusion request.
I kindly ask the AskGamblers team to review my case and assist me in reaching a fair and just resolution.
Sincerely,
I am writing to you to file a formal complaint against Spinfin Casino regarding a very serious breach of responsible gambling practices and player protection.
On 20.04.2026, I contacted the casino via email and clearly requested an immediate, permanent self-exclusion. In my message, I explicitly stated that I am struggling with a gambling addiction and needed my account to be closed and blocked without any delay.
According to all international responsible gambling standards and regulations, a request where a player explicitly mentions addiction must be processed immediately to protect the player from further harm.
Instead of protecting me in a vulnerable moment, the casino acted in a completely irresponsible and unacceptable manner. A VIP Account Manager replied to my email, but completely ignored my self-exclusion request. Instead of closing the account, he actively encouraged me to continue gambling by suggesting that I should wait until Monday to receive a 10% cashback bonus so I could "fully benefit" from it.
As a direct result of this predatory behavior, I suffered multiple moments of weakness over the following weeks. Because my account was kept open unlawfully, I ended up making numerous additional deposits. None of these financial losses would have occurred if the casino had fulfilled its legal and ethical duty to block my account immediately back in April.
In fact, the casino refused to take any proper action until today, 21.05.2026. My account was only finally closed today because I explicitly threatened to report their severe regulatory breaches to both the UK Gambling Commission and the Costa Rica Gambling Authorities. It is unacceptable that it required a legal threat for them to respect a self-exclusion request based on addiction.
Key Points of the Breach:
Clear Notification: I explicitly informed the casino about my gambling problem.
Direct Request: I requested immediate, permanent self-exclusion on 20.04.2026.
Failure to Act: The casino failed to close my account, leaving it open for a full month and ignoring my vulnerability.
Exploitation: The casino used a promotional incentive (10% cashback) to keep an admitted gambling addict playing.
Forced Action: The account was only closed today, 21.05.2026, after I threatened to report them to gaming authorities (UKGC and Costa Rica).
This situation has caused me immense distress, and I feel that my vulnerability was knowingly and systematically exploited for financial gain.
Therefore, I am requesting:
1 A full refund of all deposits made after my explicit self-exclusion request on 20.04.2026 up until the closure today. I have made numerous deposits during this past month and require a full audit of my account history to calculate the exact total amount.
2 A formal confirmation that my account has now been permanently and irreversibly closed due to gambling addiction.
I have and can provide evidence to support my claim, including:
My original email from 20.04.2026 stating my gambling problem and requesting closure.
The casino's response offering cashback instead of blocking the account.
Correspondence from today (21.05.2026) regarding the regulatory threats and the subsequent account closure.
Bank/payment statements showing the extensive history of deposits made after the self-exclusion request.
I kindly ask the AskGamblers team to review my case and assist me in reaching a fair and just resolution.
Sincerely,
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