Spinsy Casino - Issues with self exclusion - Reclamação resolvida

cotc2019

After starting using the services of Spinsy Casino, I developed a gambling addiction. I lost tens of thousands of dollars. I then decided, on December 18, 2024, to ask for a permanent self-exclusion from their services. On December 20, 2024, I received confirmation that my account was closed, the whole as appears from a copy of the email (Document 1).

On January 29,2025, out of nowhere, I received an email from Spinsy Casino telling me that my account was reopened and enticing me with big offers, the whole as appears from a copy of the email (Document 2). I never asked for my account to be reopened.

Since the unsolicited and illegal reopening of my account I relapsed into my gambling addiction and lost 18,540$CAD, the whole as appears from a copy of my transaction statement from Spinsy Casino (Document 3).

On January 30, 2025, I made a complaint regarding the unsolicited and illegal reopening of my account. I was told that the administration of Spinsy Casino was looking into the matter and that they would get back to me, the whole as appears from the transcript of the Live chat (Document 4). I also made that request via email in accordance with their terms and conditions, the whole as appears from a copy of the acknowledgement of receipt (Document 5). I never got an answer from Spinsy Casino and my account remained open.

On February 1, 2025, I followed-up on my complaint. After being transferred 3 times between 4 agents, I was told that my complaint was forwarded to my VIP Manager, the whole as appears from a copy of the transcript of the Live Chat (Document 6). I never got an answer from Spinsy Casino and my account remained open.

On February 2, 2025, I did a second follow-up on my complaint. I was told that my complaint was transferred to the department manager and that I my request for permanent self-exclusion will be processed “as soon as possible today”, the whole as appears from a copy of the transcript of the Live chat (Document 7). I never got an answer from Spinsy Casino and my account remained open.

On February 5, 2025, I did a third follow-up on my complaint. I was told that my complaint was transferred to the financial department and that I would receive a reply as soon as possible, the whole as appears from a copy of the transcript of the Live chat (Document 8). I never got an answer from Spinsy Casino and my account remained open.

On February 8, 2025, I did a fourth follow-up on my complaint. Once again, I was told that they “will check it with priority and reply as soon as possible”. the whole as appears from a copy of the transcript of the Live chat (Document 9). I never got an answer from Spinsy Casino and my account remained open.
Also, I kept receiving email and promotion, the whole as appears from a copy of an email received (Document 10).
The conduct of Spinsy casino in the handling of my permanent self-exclusion request is not up to the reasonable standards that any respectable online casino should have. Their conduct is a direct violation of their Responsible Gambling policy which states that any self-exclusion request will be handled within 24 hours, as appears from a screenshot of Spinsy Casino Gambling policy (Document 9). Spinsy Casino cannot profit from their own negligence in handling my permanent self-exclusion request. Therefore, I request a full refund of all the amounts deposited after the unsolicited and illegal reopening of my account : 18,540$CAD. I also request that my account be permanently closed.

AskGamblers

Dear Spinsy 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.

Spinsy Casino

Dear all,

Thank you for reaching out!

Please be informed that the account of the customer was duly closed.

We are currently looking into the matter and will revert with updates as soon as we have any.

Best regards,
Spinsy team

cotc2019

I am still waiting for the casino operator to revert back with updates.

Sincerely,

Spinsy Casino

Dear cotc2019,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavor to complete the verification as soon as possible.

Thank you in advance.

Kind Regards,
Spinsy Casino Team

cotc2019

Understood.

Spinsy Casino

Dear cotc2019,

We are pleased to inform you that we are going to refund all of your deposits after the account reopening.

Please be aware that you will receive an email with further details.

Thank you for your cooperation.

Kind Regards,
Spinsy Casino Team

cotc2019

First, I extend my thanks to Spinsy Casino for taking ownership of the situation and accepting to refund all the funds deposited after the reopening of my account. It is greatly appreciated.

I have received their email and I will provide them with the necessary information in order to proceed with the refund.

In the meantime, I would ask that my complaint remains open until the full payment of the refund.

Sincerely,

Spinsy Casino

Dear cotc2019,

We are pleased to inform you that your refund has been completed.

We wish you all the best for your future activities.

Kind Regards,
Spinsy Casino Team

AskGamblers

Dear @cotc2019,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint 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.

Thanks in advance for your cooperation.

cotc2019

Hi,

I have not received the funds yet. As soon as I receive it, I will inform you.

Sincerely,

cotc2019

Hi,

Just to follow up on the situation.

I’m still waiting to receive the payment from the casino operator.

I sent a follow-up email to them 2 days ago and have not received an answer yet.

I’ll keep you updated if there is any developments.

Sincerely,

AskGamblers

Dear Spinsy 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.

Spinsy Casino

Dear cotc2019,

We would kindly request to check and reply to the email received.

Thank you in advance.

Kind Regards,
Spinsy Casino Team

cotc2019

Hi,

I just replied to your email of this morning.

I will be awaiting your follow up on the payment.

Sincerely,

cotc2019

Dear all,

I received the full payment of the funds. I consider this matter closed.

I thank Spinsy Casino for taking ownership of the situation and making it right.

I also thank AskGamblers for their professionalism and for helping the parties reach a mutually satisfying agreement.

Sincerely,